Westpac reported that it has brought 1075 customer service roles back to Australia since July last year. The company gave a commitment in 2020 to locate all customer-facing contact centre roles locally. The 1075 jobs are split between Sydney, Melbourne and Adelaide and mostly support the bank’s Customer Assist service.

 

The Federal Court has ordered NAB to pay an A$18.5 million penalty for failures relating to misleading fee disclosure. The court ruled that NAB broke the law when it charged fees for personal advice without giving customers compliant fee disclosure statements, failed to provide fee disclosure statements to clients within the time required and made false and misleading representations to clients in fee disclosure statements about the amounts clients had paid for services and the services clients had received. The court also found that NAB had not established or maintained systems to identify whether its fee disclosures were compliant.