FAQs

To help us deliver simpler products and better digital services to more customers nationwide, we closed 45 WA branches, while 15 regional locations were converted to CommBank branches.

We’re on a mission to grow nationwide as a world-class digital bank, powered by a team of passionate WA-based colleagues.

There has been a significant change in how the vast majority of our customers bank with us in recent years, which led to a rapid decline in demand for in-branch cash services.

We’ve seen that digital transactions now account for 97% of all Bankwest transactions and fewer than 2% of customers are regular branch users. On average, branches handled 30 transactions a day, with even fewer transactions in regional branches.

It’s critical we prioritise greater investment in meeting the needs of the majority of our customers, who expect leading digital and broker-led banking services, and rarely use branches anymore.

We’ve been evolving with our customers for 129 years. We must be bold in defining the Bankwest of the future, so we can support customers for the next 129 years and beyond.

The date of closure differed for each branch. We closed 45 of our remaining branches by October 2024, with 15 regional branches converting to CommBank branches by the end of 2024.

We communicated closure dates with customers and published them on our website.

While our branch network is closed, Bankwest is here for good.

We have a clear ambition to grow nationwide as a WA-based, digital bank. We’ll continue to be a major WA employer powered by brilliant people to deliver new digital experiences for our customers.

Bankwest has been a division of Commonwealth Bank since 2008.

We have a distinct strategy, competitor set and offering for customers within the CBA group, unlocking investment to grow nationwide as a WA-based, world-class digital bank.

Customer communications were issued to WA customers with a valid email address from Wednesday 6 March to notify them of proposed changes.

Impacted customers, including those who have used the branch or ATM in the last 12 months, were advised of branch closure dates 12 weeks in advance via post or email.

In locations where alternative banking options have accessibility limitations, customers were advised of the branch closure date 24 weeks in advance.

Information is available and kept up to date on our website.

Branch signage was displayed between 4 and 12 weeks in advance.

During the notice period, our branch colleagues continued to support customers and help them through the transition.

It’s always important to be wary of fraudulent communications asking for personal or financial details. Scammers may pretend to be from Bankwest, or another bank. We will never include a link to log on to your banking directly from an SMS or email. If you think you’ve been scammed or have received fraudulent communications don’t engage with or click on any links, and call us on 13 17 19.

Our branch colleagues continue to play a valuable role in our future.

A number of our branch colleagues transitioned to a program to support customers through a variety of channels, including over the phone and through digital which is increasingly preferred by our customers.

500 CBA Group roles in technology, operations, and customer service have been redirected to WA, in support of Bankwest’s digital transition, offering new career pathways for Western Australians in next-generation banking jobs.

We’ve made a clear commitment to support impacted branch colleagues to access the next generation of banking jobs through dedicated re-skilling programs, so they can continue to serve customers nationwide.

CommBank has made a commitment to invest in regional centres, with 15 Bankwest branch locations converting to CommBank branches in certain towns. This helps ensure regional communities retain a bank presence.

More than 500 CBA Group roles in technology, operations and customer service will be redirected to WA to support the transition and offer new career pathways.

In addition, our partnership with Australia Post enables customers who prefer face-to-face options to continue to bank in thousands of local communities across the country, with Bank@Post servicing many everyday banking requirements.

We did not operate off-premises ATMs, which means we will no longer operate a Bankwest ATM network following branch closures.

You can withdraw from any CommBank and other major bank ATMs, fee-free.

You can make a deposit at any CommBank Deposit ATM.

Our partnership with Australia Post enables customers who prefer face-to-face options to continue to bank in thousands of local communities across the country, with Bank@Post servicing many everyday banking requirements.

Customers can also withdraw cash at the checkout from participating EFTPOS retailers.

There are no changes to account numbers or banking details.

To provide complaint, you can submit a form online.

Visit our dedicated webpage on branch closures which is updated with the latest information.

Learn more ways to bank with us here.

Banking digitally:
The Bankwest App and online banking allow customers to easily manage their accounts, payments and their cards as well as view transactions and message our 24/7 contact centre.

For customers who prefer face-to-face options:
Our partnership with Australia Post enables customers who prefer face-to-face options to continue to bank in thousands of local communities across the country, with Bank@Post servicing many everyday banking and cash requirements.

At Bank@Post you can:

• Check your account balance
• Deposit cash up to $8,000 per day
• Withdraw cash up to $2,000 per day
• Deposit Australian cheques up to $100,000 per day
• Make a credit card repayment
• Business customers can make a deposit using a barcoded deposit slip
• Access low value cash exchange. Fees may apply.

For ID Verification Services you can visit a participating post office in person. Please view the Australia Post website for ID Service locations.

For home loan enquiries:
Existing customers can message us in the Bankwest App and online banking.

Our experienced Mobile Lending Managers are available to help support you face-to-face or over the phone when it comes to buying a home, refinancing or managing your mortgage.

For customers who have complex needs:
A specialist Community Assistance team supports customers who have sensitive complex needs, to ensure they receive the support they need. Support is provided across First Nations Support, Deceased Estates and Complex enquiries such as financial abuse, accessibility, or illnesses.

If you believe you have sensitive or complex needs that require extra support, please contact us on 13 17 19 to discuss options.

ATMs
Eligible customers can withdraw cash from CommBank, ANZ, NAB and Westpac ATM with no ATM fees.

You can make a deposit at any CommBank Deposit ATM.

You can still call us
Our 24/7 Australia-based contact centre is also here to help. You can call us, or message us in the Bankwest App.

No. Bankwest accounts cannot be accessed from CommBank systems.

However, Bankwest customers can make free cash withdrawals from CommBank ATMs.

You can make a deposit at any CommBank Deposit ATM.

No. Customers and accounts will not be converted to CommBank.

If customers are in need of branch services and choose to move to CommBank, we are currently working on how we can simplify this process for them.

Our website has lots of helpful information and guides to get you started:

• Learn what’s possible in the Bankwest App
• Access our guide to getting set up online
• See all our online banking help guides

We hold Community Banking Workshops both online and in person, which have been successfully helping customers transition to using digital channels to complete their banking. To find out more or register your interest, you can do so here.

Our 24/7 Australian-based contact centre can support with all banking needs, either by phone or messaging via Bankwest Online Banking or the Bankwest App.

You can view our online banking set up guide on the website.

In online banking and the app, press ‘Reset your password online’ and follow the prompts. Alternatively, call us on 13 17 19.

You can download the app via the Google Play Store or Apple Store.

To log in, follow the steps on this guide.

Our customers are already safely and securely conducting their banking in a manner that aligns with these changes.

We have one of WA’s largest technology teams, which include cyber-crime specialists, who are plugged into Commbank’s advanced tech experience and platforms, ensuring Bankwest customers are safe and secure.

Our dedicated fraud detection team is working around the clock to keep our customers safe.

It’s always important to be wary of fraudulent communications asking for personal or financial details. Scammers may pretend to be from Bankwest, or another bank. We will never include a link to log on to your banking directly from an SMS or email. If you think you’ve been scammed or have received fraudulent communications don’t engage or click on any links, then call us on 13 17 19.

To use phone banking, call 13 17 19, and select option 1. You will need your Personal Access Number (PAN) and secure code.

You can access phone banking and complete the following tasks:

• Transfer funds between accounts
• Pay bills via BPAY^®
• Schedule transfers and payments up to 90 days in advance
• Order an account statement
• Change a password.

Our 24/7 Australia-based contact centre are here to provide you with easy access to support. Simply call us, or message us in the Bankwest App.

You can find all the ways to bank with us here.

Bank@Post is an Australia Post service which offers convenient and local access to banking services at participating Post Offices.

As a trusted partner of over 80 banks and financial institutions, staff are trained and trusted to follow strict security and cash handling practices, so you can bank with confidence.

At Bank@Post you can:

• Check your account balance
• Deposit cash up to $8,000 per day
• Withdraw cash up to $2,000 per day
• Deposit Australian cheques up to $100,000 per day
• Make a credit card repayment
• Business customers can make a deposit using a barcoded deposit slip
• Access low value cash exchange. Fees may apply.

For ID Verification Services you can visit a participating post office in person. Please view the Australia Post website for ID Service locations.

Cash withdrawals and deposits are processed almost instantly.

Cheques take up to 7 business days to clear.

Australia Post colleagues can see account balances on card-based accounts. They are bound by the same Privacy Laws as bank colleagues and cannot update or change any of your personal details.

Find the closest Bank@Post location to you on the Bank@Post website.

• At any ATM or at Bank@Post, you can withdraw up to $2,000 per day, per card.
  Find the closest Bank@Post location to you on the Bank@Post website.
• If you want to make a large purchase, completing a Pay Anybody transfer is a safer option, as you are not carrying large volumes of cash.
• If the transfer is urgent or over $50,000, you can call our team on 13 17 19. Cut off time is 3pm AWST.
• Anyone can purchase a money order at Bank@Post up to the value of $10,000. For more information please refer to Domestic money transfer (Money Orders) – Australia Post.

You can deposit up to $8,000 at Bank@Post outlets, per day.

No. Bankwest accounts cannot be accessed from CommBank branch systems.

However, you can make free cash withdrawals from CommBank ATMs. You can find CommBank ATM locations on the CommBank website.

You can make a deposit at any CommBank Deposit ATM.

You can deposit Australian cheques, up to $100,000 per day at Bank@Post outlets, with a maximum of 99 physical cheques per day.

These will take up to 7 business days to clear.

From 31 March 2023, Bankwest no longer accepts foreign cheques.

You can perform low-value cash exchange at Bank@Post to get the exact coin and/or note denominations you require.

Loose coin accepted up to $20 otherwise coin must be in coin bags by denomination.

Please note, a fee is charged for this service.

For more information, please refer to Change your cash – Australia Post.

You can deposit cash and coins at Bank@Post and CommBank ATMs up to a combined amount of $8,000 per day. Bank@Post accepts loose coins up to $20, otherwise coins must be in coin bags by denomination.

You’ll need to exchange your foreign currency to Australian currency first, then take your Australian currency to a Bank@Post outlet or CommBank ATM with your Bankwest card to make the deposit into your account.

You can withdraw cash from any CommBank and major bank ATM, with no fees.

Bank cheques are no longer available following branch closures.

There are multiple methods to arrange a transfer of funds.

• You can use the Bankwest App to arrange a Pay Anybody transfer up to $50,000. You’ll need to increase your payment limit.
• If the transfer is urgent or over $50,000, you can call our team on 13 17 19. Cut off time is 3pm AWST.
• Anyone can purchase a money order at Bank@Post up to the value of $10,000. For more information please refer to Domestic money transfer (Money Orders) – Australia Post.

You can increase your payment limits up to $50,000 in the Bankwest App via the ‘Payments’ screen or you can call us directly.

Our partnership with Australia Post enables customers to complete identification at select outlets.

Please view the Australia Post website for ID Service locations.

You can complete a Change of Name Statement form and send it to us via post. Due to regulatory requirements, we need to sight a certified copy of your ID document.

View our website for more details on how to do this.

Depending on what details you need to update, you can update in the app or by calling us on 13 17 19.

We know that each customer and each situation is unique so please talk to us about your specific situation by calling us on 13 17 19.

There are many ways we already support customers who need extra care. More information can be found here:

• Extra care & support
• Financial Hardship
• Protect yourself from scams
• Emergency assistance
• Financial abuse – take action
• Managing a deceased estate
• Gambling support

A specialist Community Assistance team has also been established with specially trained Bankwest colleagues. The phone number is 1800 433 932.

Customers can learn more about ways to bank with us on our website.

For cash-based transactions, a debit card is required to do banking at Bank@Post.

To pay for goods at participating retailers and you do not wish to carry a card, you can set your smart phone to tap and pay.

You can manage your banking on the Bankwest App and online banking. You can find out more about what features are available in the app and how to get set up.

Self-service phone banking options are also available. Call 13 17 19, press 1 and follow the prompts.

We regularly consult with accessibility experts when designing, developing, and implementing features, products, and services to help make banking accessible on digital channels.

• If you’d like to use your device, you can increase the zoom settings within your device. Alternatively, third party software is available for screen magnification and screen reading.
• Self-service phone banking options are also available. Call 13 17 19, press 1 and follow the prompts.
• Our partnership with Australia Post enables customers to continue to access cash and face-to-face services in thousands of local communities across the country through Australia Post’s Bank@Post services.
• Our 24/7 Australian-based contact centre can support with all banking needs, over the phone or via messaging in the Bankwest App.

Where the Power of Attorney allows online banking access and does not require multiple attorneys to act jointly, you can perform most processes using online banking. If you are unable to use online banking to complete your transaction or enquiry, please contact us via on 13 17 19 or message us in app. Where the Power of Attorney allows card access, you can perform cash transactions using your card at Australia Post, including withdrawals up to $2,000 and deposits up to $8,000, and deposit cheques up to $100,000. Learn more about Power of Attorney here.

You can apply to open some accounts online if you're 16 years or over.

If you're between 11 - 15 years you (or a parent or guardian) will need to give us a call on 13 17 19.

There is no change or impact to our processing and approval process.

If your application was started in a branch and not completed before the closure date, it is now reassigned to a specialist team in our Australian-based Customer Engagement Centre to support you through the process.

Call us directly on 13 17 19 and our team will be able to help you.

Call us directly on 13 17 19 and our team will be able to help you.

If you’re an existing Bankwest customer, you can open joint offset and most other joint accounts in the app. For other accounts, please call us.

You can open a term deposit from the app if you’re an existing customer, or on our website if you’re a new customer.

You can manage your term deposit in the app or online banking, including closing it.

Your certificate of investment will automatically be sent after account opening and can take up 10 days to arrive via post.

Call our Term Deposit Team directly on 13 17 19 and they’ll be able to help you with your request.

Absolutely. Our brokers will continue to support our customers as they do today.

This change has no impact to our home loan processing and approval processes, so you can feel reassured that there will be no changes or impacts to your application.

If your application was started in a branch and not completed before the closure date, it is now reassigned to a specialist team in our Australian-based Home Loan Direct team to support you through the process.

Simply call us on 13 17 19 to arrange. There’s no limit to amount that is transferred.

Processing of the payment is subject to payment cut off times and additional security checks, which can add an additional 1-3 business days.

Fees and charges may apply.

If you need to make a change to your existing home loan, we’re here to help.

• Message us in the Bankwest App or online banking
• Our Home Lending Specialists are here to help. You can chat to them on the phone or they can meet you where it suits – even on the weekends.
• You can always call us on 13 17 19.

Find out how you can get in touch

Our Home Lending Managers are Australia-wide and there to help, whether you’re buying a new home, refinancing or need help with your existing Bankwest mortgage. You can chat to them on the phone or face-to-face where it suits you.

Find out how they can help you here

Since we announced that Bankwest will no longer offer business products and services, we have been supporting customers to move their business banking to CommBank, where they can access a broader range of products and services to run and grow their business.

We have contacted business customers with branch service needs and offered to help prioritise their move to CommBank.

Alternatively, business customers can contact their Relationship Manager or contact the Business Support Team on 13 7000 to prioritise moving to CommBank.

We are offering to support and guide customers through the move to CommBank, every step of the way.

• Relationship Managed customers should speak with their RM to accelerate their transition to CommBank.
• Small business customers can contact our Business Support Team on 13 7000
• For more information you can visit the CommBank website.

Customer communications were issued to impacted customers.

Information is available and kept up to date on our website.

Signage was displayed in branches between 30 and 90 days in advance of closures.

During the notice period, our branch colleagues continued to support customers and help them through the transition.

It’s always important to be wary of fraudulent communications asking for personal or financial details. Scammers may pretend to be from Bankwest, or another bank. We will never include a link to log on to your banking directly from an SMS or email. If you think you’ve been scammed or have received fraudulent communications don’t engage or click on any links, then call us on 13 17 19.

Business customers with personal banking at Bankwest continue to be supported with Bankwest’s enhanced digital solutions and customer experience teams.

Business customers should speak with their Relationship Manager or the Business Support Team on 13 7000 for more information. Alternatively, they can go to CommBank website to request a call back from a Small Business specialist.