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Value Proposition

Customer Value Proposition


What is our Customer Value Proposition?

It’s the value we provide to customers under the CBA brand and the reason why a customer would choose CBA.

It’s what we deliver that makes you want to recommend CBA to your customers and what makes your customers choose us directly.

At its core, a Home Loan is a simple product. When we think about our value proposition, we consider a range of factors from price, to brand and service.

Our CVP is informed by what customers tell us is important when they consider taking out a home loan.

What is CBA's CVP

Overall our CVP is categorised into three pillars:

  • Value – this is deliberately not price, but value. Are customers receiving value for what they pay?
  • Guidance – How do we support our customer through the home buying process and during the life of their loan?
  • Convenience – How do we make it simple and easy for customers to deal with us?


Value Guidance Convenience
  • Competitive fixed and variable rates for new property purchases & refinances
  • A wide range of products to suit a customer’s needs from Standard Variable, Fixed, Extra and split solutions
  • Borrowing options - Construction Loans, Guarantor Loans,Property Share & Bridging Loans
  • Solution-based lending – a range of alternate servicing arrangement for non-standard income or liabilities
  • First Home Loan Deposit scheme: Working alongside the Australian government to create an affordable pathway for first home buyers to help realise their home ownership goals.
  • Compassionate Care: Complimentary protection for customers with eligible Owner Occupied home loans to help support them by paying their home loan repayments for around 12 months if they, their spouse or dependent passes away or is medically certified with a terminal illness.
  • CONNECT - CBA’s Welcome On-Board Program - for new and existing customers introduced by our mortgage broker partners.
  • Access to Indigenous Business Australia (IBA) housing loan product: The Bank, together with IBA is able to provide “split banking” finance options to assist borrower(s) complete their purchase.
  • CommVal: Free upfront valuations allowing customers to move straight into an application without the need for an external valuation.
  • Calculators: A full suite of tools to help customers calculate borrowing capacity, repayments, stamp duty and upfront costs as well as budget planners and calculators to help customers compare home loans.
  • CommBank app – ‘Bill Sense’ functionality helps customers plan and stay ahead, leaving them to focus on saving while ‘Benefits Finder’ helps to match customers to benefits they may be eligible for such as childcare rebates, green energy rebates.
  • Educational content: A range of guidance content available, including fact sheets and articles on how to bid at an auction through to how to sell a property.
  • Detailed property reports: Provide the latest information on new listings, auctions, recent sales and suburb profiles.
  • My Property: ‘CommBank My Property’ can help customers view, track and manage their home loan online to help them achieve their property goals.
  • Loan management – customers have access to all transaction capability including loan switching, applying for a top-up and changing repayments.
  • Australian based credit assessment teams: End-to-end application processing and call centre teams all based in Australia so customers can feel confident their applications will receive exceptional service with fast, consistent and reliable turnaround times. We also have the largest branch network in Australia and Australian based call centres so we can meet your needs through a range of different channels.
  • Switching & Fixing post-settlement: request to Switch or Split loans. In some instances, customers may call us to arrange for their request to be processed over the phone. Customers may also be able to complete their request through NetBank home loan switching. Eligibility conditions apply.
  • Multiple offset accounts (for personal Standard Variable Rate loans only): Reducing interest costs and helping customers to manage their daily banking needs.
  • Flexibility: to choose repayment frequency for principal and interest loans (weekly, fortnightly, monthly)
  • Pay with your mobile or wearable: Customers can make secure, cashless payments using their compatible phone or wearable device.
  • Conditional approval - Helping customers negotiate their property search with a higher level of certainty and allowing them to bid confidently at auctions and private sales
Community Contribution
Emergency Assistance Package – we’re here to support our customers and communities in times of need. We activate our Emergency Assistance Package, when activated, is for customers and businesses affected by bushfires, floods and storms.
Next Chapter – our support for people impacted by financial abuse, as a result of domestic and family violence
Financial support options for customers during coronavirus across multiple segments and accounts.








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