Customer Owned Banking Code of Practice

The Customer Owned Banking Code of Practice (COBCOP) is the code of practice for Australia’s credit unions, mutual banks and mutual building societies. You can view a copy of the Code here.

Members of credit unions, mutual banks and mutual building societies can have confidence in knowing they are covered by a market leading, plain English commitment to fair and responsible banking. The Code is just another example of the value customer owned banking institutions place on improving the financial wellbeing of their members and their communities.

Customer owned banking delivers member-focused, competitive retail financial services – outstanding service and fairer fees. Credit unions, mutual banks and mutual building societies exist to serve their members, not simply to drive high profits for external shareholders.

The Customer Owned Banking Code of Practice is the public expression of our commitment to these fundamental principles – a legal and moral commitment to delivering on our promises to our customers.

The Customer Owned Banking Code of Practice commenced on 1 January 2014, following the completion of an independent review of the Code’s predecessor, the Mutual Banking Code of Practice. All of the recommendations made by the independent reviewer have been incorporated into the Customer Owned Banking Code of Practice.

10 Key Promises

The Customer Owned Banking Code of Practice is how credit unions, mutual banks and mutual building societies will deliver on their pledge to always put customers first. Our 10 key promises to you:

  1. We will be fair and ethical in our dealings with you
  2. We will focus on our customers
  3. We will give you clear information about our products and services
  4. We will be responsible lenders
  5. We will deliver high customer service and standards
  6. We will deal fairly with any complaints
  7. We will recognise our customers’ rights as owners
  8. We will comply with our legal and industry obligations
  9. We will recognise our impact on the wider community
  10. We will support and promote this Code of Practice

Our purpose is to provide personalised banking services to our members. Our Values are ...

It's all about you

Our members are our reason for being, everything we do, we do for them.

A trusted partner

We will earn our members' trust everyday by acting honestly, ethically and in their best interests.

People for people

In a world of technological innovation, we understand the value of people.

Committed custodian

We will embrace our responsibilities by developing our staff, supporting our communities and respecting the environment.