Question Title Question Title * 1. What do you think are the characteristics of a “vulnerable customer”? You might consider age, background, socio-economic area, location, financial circumstances or any other relevant characteristic in your response. Question Title * 2. Please describe the type of “vulnerable customers” you may come across during your day to day work. Question Title * 3. What tools to you have to assist “vulnerable customers”? Question Title * 4. What would make it easier to provide good quality customer service to “vulnerable customers”? (no idea is too far fetched) Question Title * 5. Have you ever received any training to help you identify and provide better service to “vulnerable customers”? Yes, training to help identify a vulnerable customer Yes, training to help provide better service to vulnerable customers Yes, training to both identify and provide better service to vulnerable customers No. Question Title * 6. When was the last time you received this training? In the last 12 months 12-18 months ago 18 months – 2 years ago More than 2 years ago Never Question Title * 7. Was this training useful? Yes No I haven’t had any training Question Title * 8. What changes do you think could be made in order to prevent vulnerable customers receiving inappropriate service/advice? Question Title * 9. Where is your workplace located? Capital City Non capital city metropolitan area Regional area Remote area Question Title * 10. Who is your employer? CBA Group NAB ANZ Westpac Group Credit Union or Mutual Bank Superannuation Fund Insurance company Other (please specify) Question Title * 11. What sort of work do you do? Retail Banking - Branch Retail Banking - Contact Centre or Call Centre Business Banking Other (please specify) Question Title * 12. What State or Territory do you live in? Qld NSW ACT Vic Tas NT WA SA Question Title * 13. About you Name ZIP/Postal Code Email Address Daytime Contact Number Done