CommBank’s December 2024 plan to move many legacy Complete Access customers to Smart Access could have exposed some customers to a $3 fee for assisted cash withdrawals at branches and Bank@Post. It was not a general fee on ATM withdrawals. After criticism, the bank paused migration for customers who had used an assisted withdrawal in the previous six months and said it would contact them. The sources available do not establish the final account or fee outcome for every affected customer, so check your current account details and any messages from CommBank.
What CommBank announced—and what it paused
In December 2024, CommBank said it planned to migrate most customers with legacy Complete Access accounts to Smart Access. The bank described Complete Access as having no assisted withdrawal fee, while Smart Access carried a $3 fee for assisted withdrawals, subject to exemptions. The change therefore concerned the account some customers would hold and the cost of getting cash with assistance—not every way of withdrawing cash.
Following criticism, CommBank paused migration for customers who had made an assisted withdrawal during the preceding six months. It said it would contact those customers over the next six months. The bank’s retail banking head, Angus Sullivan, told ABC News on 4 December 2024: “We feel that we didn’t get the communication right on this, and we want to take a more individual approach.” CommBank’s December 2024 announcement and ABC News’ report describe the plan and pause.
At the time of its announcement, CommBank said 1.2 million customers held Complete Access accounts, around one million were expected to move to Smart Access, and around 200,000 concession holders were exempt from the proposed migration. These were figures about the December 2024 plan, not current account totals. The bank also compared monthly account fees of $4 for Smart Access and $6 for Complete Access at that time; later terms and eligibility for fee waivers may differ.
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Does the $3 fee apply to ATM withdrawals?
The proposed $3 charge was for assisted withdrawals, including at a CommBank branch or through Bank@Post. CommBank said customers could access cash from its ATMs; the proposal was not a general $3 ATM-withdrawal charge. The bank’s historical ATM policy may have exclusions, so check the terms that apply to your card and the particular ATM rather than assuming every ATM withdrawal is free.
How to check whether your account is affected
- Check the account name and terms. Look in your CommBank account details or recent statements to see whether you currently have Complete Access or Smart Access. Review the current fee schedule for assisted withdrawals and any exemptions.
- Check your messages from CommBank. Look for notices about migration, the account you hold, and any fee or exemption that applies to you.
- Ask CommBank if the position is unclear. Confirm whether your account was migrated, whether an assisted-withdrawal fee applies, and whether an exemption covers your circumstances. Do not rely on the December 2024 announcement alone to determine your current terms.
Ways to access cash and what to check
Cash access may be available through ATMs, branch-assisted withdrawals, Bank@Post or retailer cash-out. Which option works depends on your location, account terms, service limits and whether you need in-person help. A channel or location being available does not guarantee that your bank or the service provider will charge no fee.
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| Channel | What to check | Practical limitation |
|---|---|---|
| ATM | Whether your bank or the ATM operator charges a fee, and the withdrawal limit. | May not suit customers who need teller assistance; not every ATM is part of a fee-free arrangement. |
| Branch | Whether an assisted-withdrawal fee applies to your account and the branch’s opening hours. | Requires a branch to be accessible and open; the proposed $3 charge concerned assisted withdrawals for relevant Smart Access customers. |
| Bank@Post | Which services and limits apply at the participating outlet, and whether your bank charges a fee. | Services and limits vary, and an outlet is not a complete substitute for every branch or ATM service. |
| Retailer cash-out | Whether the retailer offers cash-out with your purchase, its limits and any fee. | Availability and limits depend on the retailer; it does not provide teller assistance. |
The Reserve Bank of Australia reported that as of June 2024, 95% of Australians lived within 4.0 km of an identified cash withdrawal point. Distance varied substantially by area: the reported distance for 95% of people was 1.6 km in major cities, 8 km in inner-regional areas, 16 km in outer-regional areas, 32 km in remote areas and 95 km in very remote areas. These figures describe proximity to a withdrawal point, not whether a particular service is suitable or free. The RBA also cautions that Bank@Post is not a complete substitute for every branch or ATM service and that participating banks may charge their customers fees. Read the RBA’s analysis of cash access in Australia.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What has changed for regional cash access since the announcement?
In October 2026, CommBank said it would keep regional branches open at least through December 2030 and that its Bank@Post partnership would run through 2032, with access to 3,300 outlets. These are the bank’s stated commitments, not a guarantee that every outlet offers every service. CEO Matt Comyn said the commitments provide “certainty for our people and our customers in the near term” while the bank works with the industry on a longer-term solution. CommBank’s regional network announcement has the details.
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A separate development is the ACCC’s three-year authorisation, through 9 October 2029, for a regional multi-bank ATM trial. Relevant trial ATMs are intended to offer fee-free withdrawals to Australian-issued cardholders. The authorisation does not cover every regional ATM, and deposit services depend on participating-bank arrangements and availability. See the ACCC’s announcement of the trial.
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