30 January 2025
In response to changing customer needs and their increasing preference for digital banking, People First Bank has made the difficult decision to permanently close 18 Heritage Bank and People’s Choice branches from 4pm Friday 4 April 2025.
“We know the important role branches play in local communities, so these decisions are only made after much careful consideration,” said Chief Customer Officer Maria-Ann Camilleri.
“Increasingly, our customers are choosing ATMs, Internet Banking and our App for their day-to-day banking, with branch use now accounting for less than 1% of all transactions. Less than 0.7% of customers associated with these branches have used a branch monthly in the past year.
“While these decisions are challenging, we need to prioritise the services our customers use most. This means reallocating people and resources to higher-demand areas, such as our 24/7 contact centre, and investing in technology to meet customers’ need for simple, convenient digital banking. We will support everyone affected with care and understanding,” said Ms Camilleri.
“As a customer-owned bank, we deeply value every customer and are committed to helping them transition to a nearby branch or other banking options, while working to minimise the impact of this change.
“For the overwhelming majority who bank digitally, this change will have little to no impact. For the small number of customers who use the affected branches, we have a range of options available so they can continue to bank with us,” Ms Camilleri said.
In-person banking and cash access will remain available, with most affected branches near alternatives, and ATMs, eftpos and Australia Post banking services nearby.
Regular users of these branches will be notified of the closure and provided information about alternative ways to bank and the support available during the transition period.
Importantly, customers will continue to have access to their banking products and services via ATMs, Internet Banking, the App and the 24/7 national contact centre.
All affected branch employees will be offered an alternative role with the bank.
The branches to close are:
For further information or support, customers are encouraged to visit their local branch or contact the dedicated support lines:
Media enquiries
Andrew Fox | Leader, Corporate Affairs | 0419 714 204 | fox.a@heritage.com.au
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