Commonwealth Bank flags major change to policy at branches across Australia

Australians may have noticed a slight change in policy when visiting their local Commonwealth Bank branch.

This year, the bank changed its policy to only allow CommBank customers to exchange cash at their branches.

A CBA spokesperson said the change came into effect as of June 2023, to ensure branch teams “are able to focus on providing the best service for customers”.

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“We understand this may create challenges for businesses in the area who bank with other financial institutions,” they told

“We encourage them to contact their bank regarding their options.”

The news came as a disappointment to locals in inner Sydney who discussed in a community Facebook group how the change is an inconvenience for a number of individuals and small businesses.

“Does anyone know where I can get laundry coins from in Potts Point?” one woman asked.” Specifically $2 coins … bank exchanges seem to be a thing of the past.”

“I was there today (Commonwealth Bank) … luckily I am an account holder, I just feel sorry for those who may be visiting,” another added.

Meanwhile, cash is no longer available over the counter at a number of Commonwealth Bank locations across the country, where new Specialist Centres are now focussed on “more complex banking needs”.

Customers can withdraw or deposit cash at on-site ATMs instead.

The Specialist Centres are located in Brisbane, Melbourne and Sydney, however Commonwealth Bank is yet to confirm the exact locations affected.

The new centres offer general customer assistance and help with home loans, business loans and saving goals.

Customers can also process bank cheque and international money transfers at the centres.

Commonwealth Bank customers can also withdraw and deposit through the bank’s app using Cardless Cash.

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