Tumut and Batlow’s Commonwealth Bank branches will have their hours reduced to 9.30am to 1pm in September.
The two branches are among 90 in regional Australia that will have their hours reduced. The changes will be effective on September 13.
Mark Jones, Executive General Manager Customer Service Network said: “Our branches in regional Australia will continue to play an important role in delivering great service to our customers now and into the future, and this is an example of how we are adapting to meet changing customers’ evolving needs while ensuring jobs stay in regional communities.”
“We’re expanding our Australian-based contact centre network from five dedicated locations to over 90 communities across the country, while keeping a physical banking presence in regional communities.”
Outside of the new trading hours, [email protected] will continue to be available at 3,500 Australia Post outlets for customers who prefer face-to-face banking services. CBA recently renewed its 110-year partnership with Australia Post until 2032, so both personal and business customers can make withdrawals, deposits and bill payments, including passbooks, during normal business hours, Mr Jones said.
All of these 90 local communities already have convenient 24/7 access to CBA ATMs, which will remain available.
“We understand these changes may be an adjustment for some of our customers, and the team at their local branch will continue to be available to help them find the solutions that best suit their needs,” Mr Jones said.
“We’re concentrating on offering a range of different but complementary options for millions of Australians to complete their everyday banking, including our branches, [email protected], our Australian-based contact centres, ATMs, and our digital services.”
While the coronavirus pandemic has not changed how CBA determines its branch footprint and services, the period has accelerated the continuing shift in customer preferences towards digital and contact centre services, the bank argues. In recent years, it has seen a significant increase in customers self-serving on the app or via NetBank, with CBA now serving 7.5 million digitally-active customers.
The bank says that customers in older demographics are also actively engaging with CBA online. In a monthly comparison during 2020, more than twice as many customers over 60 accessed NetBank or the CommBank app compared to those who visited a branch in the preceding three-month period.