Every day you complete a range of activities to ensure your customers receive the highest level of customer service. These activities include providing up-to-date product information, maintaining customer privacy and resolving complaints.

In completing these activities you are complying with the Code of Banking Practice (CBP). The CBP is a voluntary industry code that seeks to foster good relations between banks and their customers and to set standards of good banking practice.

The Australian Bankers' Association launched a revised and updated CBP in August 2003. This module provides you with an introduction to the revised CBP. Even if you have some knowledge of the CBP, you should complete this training to refresh your knowledge and ensure you have an understanding of the current provisions.

Upon completion of this module, you should be able to describe the three sections of the CBP that impact the way you undertake your daily duties:

• Disclosures
• Principles of conduct
• Resolution of disputes, monitoring and sanctions.

This module should take approximately 30 minutes to complete.