The trust gap. Westpac CEO Brian Hartzer made this the centrepiece of his talk to the bank's annual meeting on Friday."Your company will continue to make the changes needed to close the trust gap," Hartzer told the Adelaide meeting."We are committed to closing this trust gap," he said, promising to make customers confident that "our advice is honest and without conflict of interest, and that their money is safe."Hartzer leaned on industry reforms to relate progress, and on Westpac's passing of milestones such as the removal of many product incentives. "When something doesn't measure up, we change it … fix it … and we'll be open about the issues we find," he said.Hartzer cautioned shareholders on drags on profit. The unfolding Basel reforms, he said, were among "higher costs from new regulation." "We are being asked to hold higher capital, more deposits and greater liquidity relative to our lending assets."But there was no mention of the resurrection of the Bank of New South Wales in Hartzer's speech.