Last week, Ms Ley met with Bendigo and Adelaide Bank chief executive Richard Fennell to relay her electorate’s disappointment that six agencies in Farrer would close this year, including in Mathoura.
“I expressed the frustrations of many who have approached me and my office following the announcement,” she said.
“In particular that Bendigo Bank has built its reputation on servicing our smaller towns and is the very last bank we would expect to shut up shop in this way.”
In July, the bank announced it would retire its agency model, leading to the closure of 28 in-person banking services across the country.
Community backlash followed, with a customer and business owner in Mathoura slamming the decision, which caused “absolute outrage” in the community.
Speaking to the Riv, Ms Ley said she felt the announcement was a breach of faith with communities that relied on the bank’s services.
“People are so disappointed. I’m so disappointed,” she said.
“Over the years I’ve been an MP, I’ve celebrated with every Bendigo Bank branch the contribution they make to their community, the fact they’re different, the fact they give back, and their local communities love them.”
Last year, a Senate inquiry into bank closures in regional Australia made several recommendations to protect access to financial services.
The inquiry, which held 13 public hearings and received over 600 submissions, called for meaningful community consultation before any closures were made, among other recommendations.
Ms Ley said the bank’s decision went against the recommendations, but acknowledged there were no laws in place to prevent closures.
“What I want to see is Bendigo Bank acknowledge that this wasn’t a very good idea, and it would be terrific to see them say we got this wrong,” she said.
“I think their response has been inadequate, and I think the actions speak louder than any words they might have said before or since.”
Bendigo Bank has apologised to customers affected by the agency closures, and said it remained committed to its physical network.
Chief customer officer consumer Taso Corolis said retiring the agency model was a difficult choice, but was informed by customer and business trends.
“We understand it may take time for some customers to adjust to these changes, and we will support them through this,” he said.
“We are proactively supporting customers affected by the closures and will offer them assistance.”
Customers can continue accessing the bank’s branches, ATMs and online banking, or use Australia Post’s Bank@Post service for in-person banking.
During Ms Ley’s meeting with Mr Fennell, she sought assurance customers would be happy using post offices for banking, and a guarantee community funding from agencies’ parent branches would not decrease or be withdrawn from small towns.
Her concerns were taken on notice, and Ms Ley is expecting further contact with Mr Fennell to work on a course of action.
Of her recent promotion to leader of the opposition, Ms Ley said she was balancing her national role with local interests.
“Every time I come back to my electorate, wherever I land — whether it be Albury or Wentworth, where there used to be a community bank — I always feel I’m coming home,” she said.
“The thing that gives me energy and enthusiasm every single morning is that I get up to fight for them.”
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