Banks Breached Branch Closure Protocol, Review Finds

A Banking Code Compliance Committee review found banks did not always meet commitments when closing branches under the Branch Closure Support Protocol.

Updated on Nov. 12, 2026 in Banking

Banks Breached Branch Closure Protocol, Review Finds

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The Banking Code Compliance Committee found multiple departures from the Australian Banking Association's Branch Closure Support Protocol after reviewing 13 branch closures across eight banks. Some closures proceeded despite customers receiving as little as two weeks' notice.

Why it matters

The findings suggest that formal compliance steps did not translate into practical support for customers losing face-to-face banking in their communities. For Australians in regional and outer areas, the adequacy of notice and transition help determines how easily they can keep banking locally.

The review examined a targeted sample of 13 branch closures across eight banks, and the Protocol requires written notice 12 or 24 weeks before closure, yet some customers received as little as two weeks. The sample is not representative of all closures, so the wider extent of non-compliance remains unclear.

The players

Australian Banking Association

The Australian Banking Association is the industry body representing banks operating in Australia, and it developed the Branch Closure Support Protocol.

The details

The Protocol for permanent branch closures took effect in July 2023 and applies to six of the eight banks in the sample. The committee found banks completed the formal steps required but did not consistently deliver practical support, including weak engagement with local stakeholders, community organisations and customer training for alternative channels.

July 2023: Branch Closure Support Protocol came into effect.
12 November 2026: The Banking Code Compliance Committee published its findings on branch closure practices.

Industry Context

The Branch Closure Support Protocol, in effect since July 2023, sets minimum notice periods of 12 or 24 weeks for permanent branch closures. This review tests whether those commitments are being met in practice across the sector.

Customers facing a branch closure should check whether they have received written notice and ask their bank what alternative face-to-face or phone support is available. Those in areas with limited nearby branches may need to plan earlier to transition their banking.

The takeaway

Customers should confirm the notice period and transition support before a branch closes, rather than relying on the closure timeline being met. Asking early about nearby alternatives can prevent being left without practical banking access.