With Australia’s largest bank branch and ATM network, and a moratorium to keep regional branches open until at least the end of 2026, CommBank has increased its investment in upgrading its network.
More than $60 million was invested over the 2024 financial year, with $17 million in refurbishments undertaken in the June quarter alone.
From April to June 2024, eight CBA branches across Australia underwent a full refresh to create more dedicated, open and convenient spaces for customers to meet with specialists. This follows $45 million worth of investments in 20 branches across the country between July 2023 and March 2024.
The upgraded branches cater to a wide range of customer needs by providing an improved and more interactive banking environment. Each location features self-service banking technology and a mix of open plan and private meeting areas have also been created for customers who wish to meet with onsite specialists or attend free in-branch financial education seminars on a range of topics, including Staying Safe Online, Looking to Buy Property and Financial Wellbeing for Women.
Every CBA branch across the country features Braille, tactile signage, and the award-winning Equal Access Toolkit, which provides high contrast keyboards, magnifiers and communication boards and cards to better support customers with accessibility needs. Translation services are also available to support customers in their language, while hearing loops have been installed in newly refurbished branches since 2017.
Mark Jones, Executive General Manager Customer Service Network, said: “Our branch teams do an excellent job for customers right across the country. They combine highly personalised service and support with the leading technology CommBank has to offer, meeting a vast range of customer needs day in, day out.
Inside CBA's refurbished St Albans branch
“These investments will expand the impact of their great work by creating spaces that help us deliver the best possible experience for our customers. It also reinforces our longstanding commitment to maintaining Australia’s largest branch network in addition to the nation’s most popular digital banking experience.”
CBA plans to invest more than $40 million to refurbish even more branches in FY25.