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-------------------------------------------------------------- This story was printed from ZDNet Australia. --------------------------------------------------------------
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ANZ charges Peter, refunds Paul By Byron Kaye, ZDNet Australia September 18, 2001 URL: http://www.zdnet.com.au/news/business/soa/ANZ-charges-Peter-refunds-Paul/0,139023166,120260526,00.htm
ANZ has vowed to refund some fees charged to dissatisfied customers, but the bank's online clientele are about to pay the full amount, happy or not. The bank this week launched its first -customer charter", which highlights promises to refund charges if the organisation fails to deliver on certain services, such as processing loans and opening accounts, within set times. However, the bank is due to remove a six-month promotional waiver on Internet banking charges - of AUD$0.20 for each transaction over account withdrawal limits - on December 31. The charter offers no respite on Internet charges if the bank fails to meet online benchmarks, which are also outlined in the charter. The bank introduced the waiver in June -to help new customers understand the benefits of Internet banking," media relations manager Rita Zonius said. Zonius said the bank did not consider it was introducing online banking fees while refunding branch-associated fees. -We're not introducing new fees," she said. -They are what they always were." The bank promises its online banking services will function 99 percent of the time, and that its ATMs will function 98 percent of the time. The bank also promises its phone banking service will function 98 percent of the time during set hours. No concessions are offered to customers if those services fail to reach those targets. The bank launched its Intenet banking service in 1999. Currently, ANZ estimates 25 percent of its customers use its Internet banking facility.
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