Banking for everyone

Commonwealth Bank makes information more accessible with Easy English

Banking products and services are part of everyday life. From getting that all-important morning latte to paying the electricity bill, banking needs to be accessible.

Commonwealth Bank are committed to providing the best possible experience for all customers. That’s why they’ve made key customer documents available in Easy English to support their customers with low literacy.

Scope’s Easy English experts worked with Commonwealth Bank to make sure all customers can understand important information and make informed financial choices.

What is Easy English?

Easy English is a style of writing that uses simple words and images to explain key information.

It’s designed to help the 44% of Australians with low English literacy access information. This includes people with intellectual disability. It also includes people from culturally and linguistically diverse (CALD) backgrounds.

Scope’s team includes consumer testers with lived experience of low literacy. They review the translated documents to make sure they are clear and effective.

Easy English for accessible banking

During the coronavirus pandemic, many customers are already dealing with difficult issues. Complex wording and jargon can cause extra stress.

Caroline Wall is the Senior Manager of Customer Vulnerability at Commonwealth Bank. Said Caroline, “Managing finances can be overwhelming, particularly for those who have difficulty with written information. This includes people who don’t speak English as their first language. Easy English is essential for supporting these customers, so everyone can access the services they need.”

The Easy English documents cover a range of topics, including:

Working together for inclusive communities

“Access and inclusion is about more than physical access. Communication access is key to inclusive communities,” said Dr Jennifer Fitzgerald, CEO of Scope.

“Scope’s Easy English service plays a key role in making communities communication accessible. We are proud to work with organisations like Commonwealth Bank in making sure everyone can access their community.”

Essential services including Commonwealth Bank, NAB, AGL, and Yarra Trams are working with Scope. Together, we’re improving access for the 1.2 million Australians with communication difficulties.

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