At Rabobank we are committed to work with you in finding suitable ways for you to access and undertake your banking. We recognise that your circumstances may require additional support and these may change over time and in response to particular situations. We encourage you to tell us about your circumstances so that we can work with you in relation to your banking needs, otherwise we may not find out about your circumstances.

We will be respectful of your need for privacy and confidentiality. We will also make it as simple as possible for you to appoint a third-party representative (such as a lawyer or financial counsellor) to deal with us on your behalf.

Power of Attorneys arrangements - If you would like to get general information on:

• the different types of power of attorneys you can put in place on your accounts.
• understand how power of attorney arrangement will work on your account.
• how to revoke an existing power of attorney or appointed a new attorney on your accounts.

Please click here for more information.

The Banking Code of Practice sets out characteristics that could lead to you being unable to maintain, or regain, control your finances due to your changing circumstances. It is important that you know that the list of characteristics are not limited to the list below and if you are battling to maintain, or regain, control your finances to please tell us about it. Please click on the tiles below to see how we can support if you tell us you identify with one or more of the characteristics below.

You can tell us about your circumstances through a number of channels (for example by phoning us, sending an email, visiting a branch or completing the online form).

Our staff will give priority to your circumstances and/or any issues promptly. If more action is needed, they will escalate the matter to the appropriate person.

When sending your message to us (via email, online form or mail) , please include your name, address and contact details, as well as high level situation you are in and what support you would like. For security reasons, please DO NOT provide any confidential or account specific information.

Should you require additional assistance to tell us about your situation, Rabobank has the following services available to you:

• National Relay Service (NRS)- A Government initiative that offers phone service for people who have speech and hearing impairments. It is available free of charge through the following channels by:
  • Phone
    • Voice Relay number: 1300 555 727
    • SMS Relay number: 0423 677 767
    • Talk to Text number: 133 677
  • Internet
    • National Relay Chat Call services: https://nrschat.nrscall.gov.au/nrs/internetrelay
    • National Relay service: https://www.accesshub.gov.au/about-the-nrs
      
• Free translation services are available to you, if you have limited English, where you can get the help of a translator or interpreter (telephonically or face to face) to help tell us about your situation. Please contact us and we will make the necessary arrangements for a translator or interpreter through National Accreditation Authority for Translators and Interpreters (NAATI).