FSU members call for Service ahead of Sales

Westpac have confirmed that performance measures, goals and targets for staff in customer facing roles have resumed as of 1 July. This announcement comes after FSU members successfully called on Westpac to suspend targets due to COVID-19, which they did for customer facing roles in quarter three.

As restrictions in some parts of the country begin to ease, FSU members believe it is possible to provide great service and care for customers without the pressure of targets.

In our current survey of Westpac Group staff, so far 84% of respondents believe that targets, performance goals and measures should continue to be suspended.

Bank workers provide essential services to the community. Now more than ever in the current challenging environment, as our economy re-boots, it is critical that bank staff are not pressured to sell products over providing service.

The Westpac Group Enterprise Agreement 2019 clearly outlines measures that need to be considered in setting and assessing whether performance objectives, including targets and behavioural expectations have been met.

These include but are not limited to:

  • Market factors;
  • Your experience;
  • Staffing levels at your location;
  • Provision of training required to perform your role; and
  • The needs of Westpac customers and the business.

This means the current economic climate should be taken into account, and you should not be performance managed for unfair or unrealistic targets.

Are you being performance managed? Contact FSU

If you feel you are being unfairly performance managed the Westpac Group Enterprise Agreement 2019 contains a provision to deal with performance management against your performance objectives. It states:

If you feel you are being unfairly performance managed against your performance objectives you can raise a dispute under clause 45 – dispute resolution.“

If you have concerns you should immediately contact our Member Rights Centre on 1300 366 378 for support and advice.

In Unity,
Julia Angrisano


Authorised by Julia Angrisano, National Secretary