The best banks for customer service and scam protection

There's more to banking than fees and interest rates. Australians increasingly want good customer service, enhanced scam protection, and innovative and convenient features. Here's a round-up so you can compare offerings.

It may not seem like it, but Australia is home to a diverse banking landscape. There's the Big Four, of course, but there are also international banks, customer-owned banks, regionally focused banks, digital banks and banks that cater to Australians in specific industries.

There are currently 83 authorised deposit-taking institutions (ADIs) operating in the country, according to the Australian Prudential Regulation Authority. That doesn't include subsidiaries; for instance, Bankwest is a subsidiary of the Commonwealth Bank.

There's no shortage of choice either, depending on what you want from your bank.

For many, choosing a bank will be a matter of cost. Specifically, how competitive the interest rates and fees are on products such as bank accounts, savings accounts and home loans.

What we want from our banks

When global public opinion and data company YouGov asked Australians, in 2021, what the most important factors were when choosing a financial company, having low or no fees was top of the list.

However, there's more to banking than the cost involved. The same survey revealed that people ranked safety and security as being almost as important as fees.

That's hardly surprising when you consider factors such as the adoption of digital banking and the ongoing prevalence of financial scams.

This desire for security is something that banks are well aware of. Michael Lawrence, chief executive of the Customer Owned Banking Association, says that the industry has been working collaboratively on initiatives like the Scam-Safe Accord and others to strengthen protections for customers.

"Australian banks are also currently rolling out the latest scam-fighting technology, Confirmation of Payee (CoP), a new name-matching service designed to protect customers from being tricked into sending money directly to scammers. The service is an added protection for consumers from redirection scams," he says.

Beyond fees and security, YouGov found that good customer service came in as the third highest consideration. What counts as 'good' service is going to differ, of course. After all, Australians interact with their banks in very different ways.

Some want to be able to walk into a branch and seek help in-person. Others will be more comfortable talking over the phone or accessing support through an online chat 
in their banking app.

"Many customers increasingly prefer digital platforms for day-to-day banking like transactions, but the human element remains important for more complex enquiries like mortgages or sensitive issues like financial abuse or scams," says Lawrence.

While there are broad similarities in the way in which banks are approaching issues such as scams, there are also plenty of differences. So how do Australian banks compare on other fundamentals beyond their fees and rates?

For anyone in the market for a new bank, it's likely to be a key question.

To showcase what's out there we have profiled 10 banks across three areas: customer service, innovation and security, and scam protection.

Given the depth of the market, we narrowed our focus to some of the largest retail banks - and one of the largest customer-owned banks - in the country based on the value of household deposits (bank accounts, savings accounts, etc.) they are holding.

But given the way banking is changing, we also included some up-and-coming digital players in the space.

Australia and New Zealand Banking Group

Founded: 1951  
Headquarters: Melbourne    
Classification: Major bank

Customer service 

Widely considered the fourth largest bank in the country, it will come as no surprise to learn that ANZ has an extensive customer service operation.

Customers who prefer to conduct their banking in-person can do so at one of nearly 390 ANZ branch locations across the country.

Those who are happy to talk over the phone can access support seven days a week for everyday banking needs, plus there are specialised support teams for First Nations customers.

People experiencing domestic violence or financial abuse also have a dedicated support team. Meanwhile, there's also 24/7 in-app support available via live chat through the ANZ and ANZ Plus apps.

Innovation

Launched in 2022, ANZ Plus is the bank's foray into digital banking.

Designed to appeal to Australians who prefer app-based banking, the platform offers both bank and savings accounts and has drawn in more than a million customers as of March.

ANZ Plus has many of the features you'd expect of a digital banking platform, including automatic spending categorisation, spending breakdowns and savings roundups, plus it can integrate with services like Cashrewards and Qantas Frequent Flyer.

It's also possible to book an appointment or chat in-app with an ANZ Plus Coach who can help users set up the platform to better understand their spending and saving habits.

Security and scam protection

ANZ customers can add an extra layer of protection when making payments by using tools like Voice ID (an authenticator that uses your voice) and ANZ Shield (a separate authentication app that generates one-time passcodes).

Those using the ANZ Plus app also have access to biometric login features (such as their fingerprint or face), as do those using the ANZ Plus web platform: ANZ recently become the first bank to adopt password-less, web-based banking.

More broadly, ANZ also has fraud detection and prevention technology called Falcon that is designed to analyse and identify suspicious transactions in customer accounts.

Commonwealth Bank of Australia 

Founded: 1911  
Headquarters: Sydney 
Classification: Major bank

Customer service 

Whether it's the number of customers the bank has or the value of household deposits on its books, the Commonwealth Bank is the country's largest bank on a number of metrics.

That includes bank branches. Commonwealth Bank has 659 branches and 1842 ATMs for customers who prefer to do their banking or access support in-person.

It also operates its call centres locally, which customers can ring up to receive support on everything from general enquiries to transaction disputes.

Customers can also chat with a bank representative online in NetBank or the CommBank app or, alternatively, seek answers to simple questions from chatbot CEBA.

Innovation

Commonwealth Bank has been at the forefront of banking innovation in recent years, developing one of the most feature-rich apps on the market.

One of the more novel features built into its app and NetBank is the Benefits finder, which is designed to help customers uncover any payments, rebates or concessions they may be eligible for, such as unclaimed money or energy rebates.

Another innovative step the bank has taken is building up a financial literacy offering through its Brighter hub. Included in that is the bank's Financial Fitness Program, which is available to anyone interested in learning the basics of money management, saving and investing.

Security and scam protection

Commonwealth Bank customers looking to beef up their security while banking online or via the app can use two-factor authentication and biometric logins.

The bank has also put a number of fraud prevention measures in place, such as NameCheck, which alerts customers if the payment details they've entered don't match their intended recipient.

And CallerCheck, which allows customers to verify whether a call they are receiving from Commonwealth Bank is legitimate.

More recently, it announced a new AI measure aimed at disrupting scammers, which involves deploying thousands of AI-powered bots programmed to engage scammers, take up their time and report intelligence back to the bank.

Heritage Bank 

Founded: 1981  
Headquarters: Toowoomba, Qld
Classification: Customer-owned bank

Customer service 

Already one of the largest customer-owned banks in Australia, Heritage Bank is becoming part of an even larger entity as a result of its merger with People's Choice Credit Union and its transition into People First Bank.

Like most players in the customer-owned space, community and customer service are key priorities for Heritage Bank.

To start with, customers can access in-person support and banking services at more than 40 branches in Queensland and NSW. Heritage Bank also operates a 24/7 contact centre in Queensland that customers can call with general enquiries, internet banking queries and scam reports.

There's also a live chat option on the Heritage Bank website, although there's no chat function within its mobile app.

Innovation

While the transition into People First Bank has come with a promise of enhanced digital capabilities and products, only time will tell what will come from the merger for Heritage customers.

The bank has embraced many of the digital innovations that have come up in the banking space in recent years.

Customers can set up a PayID with their mobile number or email and use it to make near-instant payments to other people or to set up a PayTo to make payments to businesses. Heritage bank has also given users the option of paying with their smartphones or smartwatches via Apple, Garmin, Google or Samsung Pay.

Security and scam protection 

Like a growing number of banks, Heritage Bank has a bank-wide approach to combating fraud and scams, including real-time detection and a dedicated fraud detection team tasked with flagging suspicious transactions and contacting affected customers.

Anyone who suspects that they've fallen victim to a scam or fraud can also contact the bank 24/7 for support.

In terms of security, Heritage mobile app users have the ability to set up device authentication, make use of biometric login options (face or fingerprint) and block or cancel their cards if they are lost, stolen or damaged.

Bendigo and Adelaide Bank

Founded: 2007 
Headquarters: Bendigo, Vic    
Classification: Large bank

Customer service 

Perhaps more so than any other bank, Bendigo Bank - officially Bendigo and Adelaide Bank - has a strong reputation for customer service. In fact, it was recently named Australia's Most Trusted Bank for the twelfth consecutive time in a nationwide poll conducted by Roy Morgan.

Practically speaking, customers can access banking services and support across a few mediums. Bendigo Bank has one of the most extensive branch networks, with 423 in operation - many of which are located in regional areas.

However, 10 branches are set to close in the coming months. Customers can also receive support over the phone seven days a week from a local operator (Bendigo's call centres are all based in Australia), although the bank doesn't have an in-app or online chat function.

Innovation

While customer support - particularly in-person support - is clearly a major priority, Bendigo has also been modernising its online platform and banking app, giving users access to features like real-time payments through the New Payments Platform and mobile payments via Apple, Google and Samsung Pay.

As we'll get into later, the real digital innovation powerhouse of the Bendigo family is subsidiary Up bank. Beyond digital innovations, Bendigo has been among the forerunners in sustainable lending. It's one of a small, but growing group of banks offering green loans for customers looking to finance electric and hybrid vehicles or energy-efficient home improvements.

Security and scam protection

Like many banks, Bendigo Bank app users are able to take control of the security of their accounts by enabling biometric logins (with a fingerprint or face scan), setting up transaction limits and locking their cards in-app if they are lost or stolen.

Multi-factor authentication can also be enabled (and is mandatory in some cases) when doing tasks like authenticating payments through web-based banking. Bendigo also has a dedicated fraud team tasked with monitoring customer accounts in real time, and should suspicious activity be detected, reaching out directly to customers.

Macquarie Bank

Founded: 1985 
Headquarters: Sydney   
Classification: Large bank

Customer service 

Macquarie Bank is widely regarded as the largest bank in Australia behind the Big Four. Although, there's a key difference between Macquarie and ANZ, CBA, NAB and Westpac: it's a digital-first bank.

That means that Macquarie is focused on its banking app and online banking platform which, unsurprisingly, is where it directs customers in need of assistance 
by encouraging them to make use of the online chat service (which is available on weekdays during business hours).

Those looking for additional support can also contact Macquarie via phone, but the bank no longer offers traditional in-person branch support or banking services such as cash and cheque deposits.

Innovation

One of the standout features of Macquarie's app and banking platform is the in-depth insights it can provide customers on their spending habits and financial position. That includes overviews of net wealth and cashflow, plus spending breakdowns based on broader categories and individual merchants.

There's even an in-built budgeting tool for those looking to gain more control over their finances.

Macquarie has also indicated that it's looking to use AI to deliver more insights and services in the future; for instance, giving customers the ability to fully automate the process of paying their bills.

Security and scam protection 

As you would expect from a digital-first bank, Macquarie's app and online banking platform are equipped with common online security and anti-scam measures, but the bank has taken things to another level with a few extra tools.

The first of these is the Macquarie Authenticator. A separate, multi-factor authentication app designed to allow users to accept or decline any transactions or account changes that may crop up.

The second is the Macquarie Password Monitor, which, as the name suggests, keeps an eye out online for any potential breach of a user's Macquarie ID or password and, if it detects a compromise, locks access to online banking.

ING Australia

Founded: 1999  
Headquarters: Sydney   
Classification: Large bank

Customer service 

A subsidiary of global financial giant ING Group, ING Australia has made considerable inroads into the local banking sector over the past two decades - especially with Australians who are happy to conduct their banking online.

That's because ING doesn't have any branches for customers wanting to deposit money or speak to someone face to face. Instead, ING offers phone support from its contact centre in Wyong, NSW, which is available on weekdays (8am-8pm) and weekends (9am-5pm) for general enquiries.

Customers can also get in touch with the bank via secure messaging through the ING app or internet banking portal.

Innovation

ING was one of the first banks to launch an automatic savings roundup tool that automatically sweeps money into a savings account every time a transaction is made with a card.

For example, if roundup is set to the nearest $1 and a purchase is made for $4.50 that transaction will be rounded up to $5 and 50 cents will be transferred into savings.

Since its initial release, ING has given users the option of funnelling roundups towards their home loans and more recently it launched an option whereby customers can nominate a charity that they want their roundups directed towards.

Security and scam protection 

ING app users have a few options when it comes to securing their cards and accounts.

For instance, if they suspect that their card details have been comprised or the card itself is lost or stolen, a temporary hold can be placed on the card in the app.

Customers can also choose between setting up a code, a fingerprint scan or a face scan to access the app. And if someone suspects that they've fallen victim to a scam or fraud, ING has a dedicated 24/7 scam hotline to contact.

National Australia Bank 

Founded: 1981    
Headquarters: Melbourne
Classification: Major bank

Customer service

As the country's third largest bank, it's natural that NAB delivers banking services and support in person, over the phone and online. It currently has 436 branches in operation for customers looking to do their banking in person, 210 of which are located in regional and rural areas.

In fact, NAB has pledged to keep all of its rural and regional branches open until July 2027, at the very least. NAB users can also conduct phone banking and seek over-the-phone support by calling through to one of its locally based call centres, or chat with a representative online via its app or internet banking platform.

Innovation

Related to customer service, one of NAB's more interesting innovations in recent years has been the roll out of its 'Customer Brain'.

Launched in 2023, Customer Brain is an AI-powered engine that draws on thousands of data points to facilitate simple, personalised interactions with customers in order to drive engagement and retention, and create better experiences.

For example, the Brain can nudge a customer whose term deposit is about to expire so that they roll it over or move funds elsewhere, or it can send a congratulatory message to a mortgage customer who has just paid off 50% of their loan.

Security and scam protection 

The NAB app supports biometric authentication via Face ID or fingerprint, plus both app and internet banking users have the option of registering for NAB's SMS Security feature, which can add another layer of protection when making transfers, updating personal details or adding new payees.

Speaking of which, NAB has recently launched a Confirmation of Payee feature aimed at helping prevent scams and fraud. It works by allowing customers to verify the name associated with a new payee's account before making a payment, ensuring that it matches.

Up

Founded: 2018    
Headquarters: Melbourne
Classification: Digital bank

Customer service 

In the seven years since its launch, Up has cemented itself as one of the leading digital banks in Australia, surpassing the one million customer mark in late 2024.

As an app-only bank, the range of support available to its customers isn't anything like that offered by more traditional banks.

Unlike the extensive network operated by its sister bank Bendigo, Up doesn't have any branches. Instead, the main way for Up customers to ask questions and get support is through the live chat function in the Up app (open 6am to 12am), though some over-the-phone support 
is also available.

Innovation 

One of Up's major appeals is its regular rollout of new app features. In fact, Up has a public roadmap (the Tree of Up) showcasing its products and tools in development.

There's no shortage of innovations to highlight, but one of the more interesting is Up's take on joint accounts called 2Up.

Unlike a more traditional approach to joint finances where everything is merged, Up allows users to maintain their existing personal accounts - which remain private - while also creating new joint transaction accounts (for shared expenses) or joint savings accounts (for savings goals).

Up is also able to clearly track and showcase who spends what.

Security and scam protection 

Among the various forms of protection on offer, Up has a few features designed to increase customer awareness and decrease the likelihood of falling victim to scams or fraud. For instance, Up applies dynamic payment limits each time a new payment is created.

These are based on previous transaction amounts and volumes, which means a large payment to a new payee will be treated differently to a smaller payment to a regular payee.

Customers will also receive real-time push notifications on their phones for all transactions (which include the price, vendor and available balance) to help users quickly spot suspicious activity.

U Bank 

Founded: 2008 
Headquarters: Sydney
Classification: Digital bank

Customer service

Ubank is a subsidiary of NAB and a self-described digital bank that provides accounts and services through its banking app and online banking platform. Given that, it won't come as a surprise to learn that Ubank is branchless.

While it has a self-service option called Ubank Chat in its app, Ubank doesn't offer person-to-person support through its app or online platform. Instead, customers looking for human support will need to contact Ubank over the phone.

Based in Sydney, the Ubank call centre is open between 8am and 7:30pm on weekdays and 8am and 5:30pm on weekends.

Innovation

Ubank has developed a stream of handy financial-management tools for its app users, including its Pay Cycle feature that can display income and expenses based on someone's pay cycle and its Bill Planner feature that can help track upcoming bills.

One particularly useful - although relatively rare - feature provided by Ubank is Connected Accounts.

In short, it allows users to link their accounts from more than 140 banks, super funds and investment platforms and have them displayed within the Ubank app to paint a better overall picture of their financial position.

Security and scam protection

Ubank provides its users with various options to safeguard their accounts including passkeys, which were introduced for app users last year.

In essence, passkeys can provide greater protection against phishing and scams compared with passwords because they are stored on the device and, by design, necessitate multi-factor authentication because they require users to enter a PIN, fingerprint or face scan as well.

Interestingly, the bank has made a pledge (which it calls the Ubank defence) to reimburse 100% of a customer's money if it is fraudulently taken from their account. However, customers can't have contributed to the loss, and they will need to have reported it to Ubank promptly.

Westpac 

Founded: 1982    
Headquarters: Sydney  
Classification: Major bank

Customer service 

Generally considered to be Australia's second-largest bank, Westpac is not lacking when it comes to support and access to banking services.

Westpac has a 24/7 online chat function in its app and online banking platform that customers can use to talk to Westpac representatives.

The bank also offers phone support for customers with general and product enquiries, plus it has a dedicated scam and fraud team and a remote Indigenous call centre that offers translation services in some languages.

Customers looking for assistance or to use services in person can make use of the 611 Westpac branches operating around the country.

Innovation

Westpac has put a lot of focus into building up its app with innovative features designed to help customers manage their money.

For example, the Tax organiser tool, which allows people to organise their tax-related transactions and find more deductions.

App users can select relevant expense areas (for example, investment-related expenses or charitable donations) and then the tool will analyse and collate any relevant transactions for users to review.

Another is the Savings Finder, which can automatically pull together a list of subscriptions and bills for users to look over and - potentially - identify services that can be cut back.

Security and scam protection 

As scams have become more prevalent in recent years, Westpac has brought in a number of features aimed at protecting customer payments.

For example, when someone goes to make a payment to an account deemed suspicious, Westpac SaferPay will raise a red flag and require them to run through a number of questions before they are able to proceed.

In a similar vein, Westpac Verify will alert customers if the account name of a new payee doesn't match up with the account details provided.

Finally, customers have the option of setting up Westpac Protect, which prevents certain transactions going through without the input of a one-off security code.

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