Mr. Patrick Farrell:

I thank the Senator. The 2% refers to coin. In our branch model where we have automated cash services people cannot lodge or withdraw coin. That is the key difference in transactions. We have about three branches in each territory, and a community branch can accept coins.

To answer the Senator's second question, it is not about telephones. We are building up our direct bank with a phone and mobile banking service. I am talking about people on the ground. Prior to Covid, we had moved to getting our people out into the community. As I mentioned, we have a 100-strong workforce that can deal with customers, which involves current and deposit accounts, mortgages, consumer finance, etc. Covid has put paid to people visiting homes and businesses before now, but now that we are coming out of the pandemic it is about mobilising that workforce again to get back into the community. It is very much person-to-person, supported by our very strong investment in digital capability.

We can see a massive shift in customer behaviour and an appetite for digital banking capability. We are going to match that with investment in, and training of, our people to provide the human interaction our customers need.