Accessibility and inclusion

Our commitment

We’re committed to making the content on this site accessible to the widest possible audience, including those: 

• Using assistive technology such as screen readers and screen magnifiers
• Who are unable to use a mouse
• Dependent on the accessibility features of their web browser. 

We strive to conform to the W3C Web Content Accessibility Guidelines and to comply with Level AA of the Web Content Accessibility Guidelines, Version 2.1. Our site depends on the use of JavaScript for security purposes and some other functions.

Our public complaints policy

Our public complaints policy explains: 

• how you may lodge a complaint;
• the options available to assist customers who may need additional assistance to lodge a complaint;
• our key steps for dealing with complaints, including acknowledgement, assessment and investigation, and provision of an IDR response;
• response timeframes; and
• details about accessing Australian Financial Complaints Authority (AFCA) where a complaint is not resolved.   

You can see our large font version of our public complaints policy.

Access and Inclusion Plan

As part of the Westpac Group, our focus is to provide our customers, employees and community with independent and equal access to our products and services.

View Access and Inclusion Plan.

Images

All images contain alternative (ALT) text. This ALT attribute is displayed when the site is visited with images "off" and voiced by screen readers. The null (or empty) ALT attribute used for ‘non-functional or brand-type’ images should be ignored by screen readers.

Tables and forms

Forms and tables use accessibility features that enable them to be used with screen readers.

Javascript

The JavaScript used has been designed to be accessible to most assistive technologies in common use today. With a few pages however, JavaScript is used to show or hide portions of some pages. When these pages are accessed with devices that do support this function, all information will be presented.

PDF

For technical reasons (and to meet some legal requirements), our website contains a number of PDFs. Where possible, we provide an HTML alternative.  Adobe Acrobat Reader (http://www.adobe.com/products/reader) is required to read PDFs on the site. The Reader can be downloaded from the Adobe site, which also contains instructions for installing the software on your computer.

Converting PDF

The Adobe website also contains a tool and instructions for converting PDFs into web pages online (http://www.adobe.com/products/acrobat/access_onlinetools.html).  It works with most, but not all PDFs. However, the conversion can take some minutes.

Contact us

National Relay Service

RAMS welcomes calls through the National Relay Service. If you are deaf, hard of hearing, or have speech/communication difficulty, choose your access option detailed on National Relay Service.

• Talk to text users phone 133 677 then ask for 137 267
• Speak and listen users phone 1300 555 727 then ask for 137 267
• Internet relay users connect to the NRS then ask for 137 267.  

If you have a vision impairment or have mobility issues using smart devices, you can get in touch with our Customer Care team on 13 RAMS, that's 13 7267.

Interpreter services for Non English customers

Prefer a language other than English? We can help.  

The Translating and Interpreting Service (TIS National) can help if English is not your first language, and you require the services of an interpreter to speak with RAMS about your home loan. 

Our Telephone Banking Service can arrange for an interpreter to help you with your call should you prefer speaking in another language, subject to availability of translator(s). Simply ask our bank staff for an interpreter when you call us on 13 RAMS, that’s 13 7267.

Access and Inclusion Plan