Westpac will stamp out abusive messages from its banking app

One of the country’s largest banks plans to stamp out what’s been described as a ‘hidden epidemic’ from its online platforms.

Westpac has pledged to stamp out people sending abusive messages across its digital banking and payment platforms.

The country’s second largest bank will implement new technology across its digital banking platforms that allows customers to report and block abusive messages on both inbound and outland payments.

Messages containing inappropriate language will be blocked by the bank through the tech update, and customers can report transactions that are linked to financial abuse.

The bank will remove customers if abusive behaviour is identified.

Westpac is clamping down on abusive behaviour on its digital platforms. Picture: NCA NewsWire/Bianca De Marchi

Westpac’s decision follows recent moves by the Commonwealth Bank to cut out financial abuse transactions across its platforms that it is says are a “hidden epidemic” plaguing Australia.

Financial abuse is heavily linked to domestic and family violence and affects more women than men.

A common example is small amounts of money being transferred coupled with abusive messages.

Westpac customer solutions manager Lisa Pogonoski said the bank had identified more than 2000 transactions where inappropriate language or potential threats had been made.

“We want to create a safer digital banking experience for our customers and send a clear signal that abusive messages in payment transactions will not be tolerated,” Ms Pogonoski said.

Commonwealth Bank says financial abuse transactions are a ‘hidden epidemic’ plaguing Australia. Picture: NCA NewsWire / James Gourley

“In the past few months, we have detected more than 2500 transactions containing terms that could be considered inappropriate, ranging from swear words through to domestic violence threats. These were often on low value amounts, with some individuals repeatedly targeted.”

Westpac’s new self-reporting feature will allow customer to flag abuse or threatening messages and ban key words that are linked to inappropriate behaviour.

Research from the bank found 51 per cent of Australians had been the victim of some form of online abuse, while one in four admitted to using vulgar language within the description of a payment transfer.

The self-reporting feature will be rolled out across the bank’s online and mobile app over the coming weeks.

“We want to be clear that we have zero tolerance for this behaviour and will continue to crack down on individuals who are not using our digital platforms appropriately, including existing customers,” Ms Pogonoski said.

“We will be able to use these measures and insights to help us evolve our monitoring capabilities and inform further steps to stamp out abuse on our platforms.”