CBA rolls out ‘acceptable use policy' to restrict abusive digital banking

Transactions can be refused and services suspended if a customer is found harassing others.

Commonwealth Bank has introduced new policy guidelines to prevent abuse on its digital platforms. Under the new rules, if any customer is found harassing or threatening any person using the NetBank or the CommBank app, their transactions will be refused and access suspended.

These rules came into effect after a shocking discovery of disturbing messages in a customer account, who was experiencing domestic and family violence. A further search showed more than 8,000 such cases, where CBA customers received deposits of less than one dollar, with inappropriate messages in the transaction description. The messages ranged from innocuous jokes to serious threats.

To ensure e-safety for their customers, CBA has made amendments to its usage policy, enabling it to refuse transactions or close a perpetrator’s account permanently. “The message is simple. We can see you, and we won’t tolerate the use of our digital banking platforms to facilitate abuse,” said Catherine Fitzpatrick, the general manager of community and customer vulnerability at CBA.

This move is a continuation of CBA’s efforts to fight against financial abuse in the context of domestic and family violence since 2015.