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We live in your world - November 2013

We live in your world - November 2013

Serving vulnerable customers

Serving vulnerable customers

We have committed to using a new online educational resource, ‘Is It Dementia?’ to increase awareness of our branch staff in Australia of the challenges experienced by people with dementia, including confusion and disorientation.

The CEO of Alzheimer’s Australia Vic, Maree McCabe said “This is a significant step by ANZ to ensure the increasing numbers of people with dementia are not discriminated against and feel confident in familiar environments in their local areas, shopping strips and the wider community.”

Ms McCabe said that interacting with people with dementia is an increasingly common experience for frontline customer service staff as the number of people with dementia is set to rise rapidly as Australia’s population ages.

ANZ General Manager Australian Branch Network, Paul Presland, said, “We know there is more we can do to understand and assist our most vulnerable customers and as part of this we are pleased to be introducing this initiative into every branch in Australia.”

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