Westpac has extended its regional branch moratorium to 2030 and will roll out a new Community Banking Service pilot, expanding access to in-person support across regional Australia, Yahoo Finance reported.
The move builds on the moratorium first introduced in 2023 and previously extended to mid-2027.
Developed in partnership with regional councils, the Community Banking Service will begin a pilot in early 2026.
The first five trial locations will include Dungog, Bulahdelah, and Manilla in New South Wales, with two further sites to be announced.
The service will give customers access to regular visiting bankers for general banking needs and referrals to specialist lenders — offering a hybrid alternative as regional customers navigate the shift toward digital banking.
Miller said the initiatives follow a comprehensive review of the bank’s regional footprint.
“Strong regional communities are vital for a strong Australia, and we want to make sure these areas have access to the services they need to prosper and grow,” he said.
Miller noted that most transactions are now digital, but regional Australians still value personal relationships:
“Approximately 96% of all transactions are now completed digitally… but we need to consider how we can deliver world-class banking services that meet all needs of our customers in the regions – whether that’s physically, digitally or personally,” the Westpac chief said.
This tension between rising digital adoption and ongoing demand for in-person support is reflected in broader industry trends.
Miller also pointed to improving financial health among borrowers, noting Westpac’s 90-day mortgage delinquency rate has fallen to 0.73% and 75% of customers exit hardship within three months.
Alongside the moratorium extension, Westpac will invest more than $65 million to upgrade 50 regional branches.
New service centres are planned for Leongatha (Victoria) and Smithton (Tasmania), joining the recently launched Moree centre.
These centres will offer:
Westpac will introduce a regional graduate program in 2026, offering placements in 10 regional centres to build local talent pipelines.
The bank has also committed over $1.5 million annually to regional sponsorships and community events, Yahoo Finance reported.
Miller said the bank must balance rising digital adoption with ongoing demand for in-person service.
“Personal relationships matter in regional areas… we understand the value of sitting down across the table with someone who knows your business, your family and your goals.”
He also stressed the importance of working closely with councils to avoid past mistakes and develop long-term service models tailored to each community.
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