Many of us have grown accustomed to quick access to information at our fingertips, expecting convenience without extra hassle. But when technology replaces simple, straightforward communication, it can leave people feeling frustrated and disconnected.
On a similar note, ANZ bank’s latest move has sparked a wave of frustration and outrage among its customers, with many calling the change ‘horrendous’.
The source of the uproar? A seemingly innocuous QR (Quick Response) code placed outside an ANZ bank branch is intended to provide customers with up-to-date information on the branch’s opening hours.
The controversy began when images of the QR code, alongside a notice of closure for Anzac Day, circulated online. Customers were encouraged to scan the code to find out when to visit the branch.
However, this digital solution has not been well-received by all. Some customers have found themselves stuck outside the branch, unable to access the necessary information.
Tangisi, a customer from Burwood, expressed her frustration after a 15-minute wait outside the branch.
‘I thought it was unprofessional, they should really advertise it out there, sometimes we used to see it at other branches, but not here in the city. They should put something out there because for some people English is their second language, for some people who are a bit older, they don’t understand QR codes,’ she said.
‘Just put it out there so we know. It’s annoying. Why not just go back to the basics? I was looking around in there for the open times and couldn’t find it.’
On the other hand, Barry Kidner, 62, said,’ I guess it’s annoying. It did mean I spent an extra 10 minutes waiting this morning, but banks have always been this way. It’s all numbers.’
In response to the backlash, an ANZ spokesperson defended the introduction of QR codes.
‘ANZ introduced QR codes so customers can access the most up-to-date information about our trading hours. From time to time, we may change our branch opening hours, as we wish to ensure our staff can be available when they’re needed most—helping customers achieve their financial goals, whether it’s owning a home, growing a business, or managing their everyday banking needs.’
The spokesperson emphasised ANZ’s commitment to accessibility and the willingness of branch staff to assist all community members.
Despite these assurances, the QR code has been a hot topic on social media platforms. Users have criticised the move as unnecessary, potentially unsafe, and even more costly than traditional signage.
Some pointed out the irony of a bank that advises against clicking links in emails or SMS (Short Message Service) messages now asking customers to scan a QR code, which could be perceived as a security risk.
The sentiment on social media was clear: Users sided with the less tech-savvy and questioned the logic behind the decision.
‘The people who need to know the most are probably the same people who are not tech savvy enough to know what QR codes are,’ one user pointed out.
Another added, ‘Criminal that it links to the generic locations page, not directly to THAT branch’s opening hours.’
The frustration is palpable, with comments ranging from practical concerns about the difficulty of using QR codes for those with physical tremors to outright confusion over why the hours couldn’t simply be printed on a sign.
We invite you to share your thoughts and experiences with digital changes in banking or other services. Have you encountered similar issues? How do you feel about the increasing reliance on technology for everyday tasks? Let us know in the comments below!
Also read: What’s open and closed on Anzac Day 2025 in Australia
Too lazy to invest your profits into updating your branch hours, ANZ?
How much effort would it take?
The irony here, is that there already a sign there which says to scan there for branch hours. Where the QR code is situated could list the branch hours. Not everyone is technically savvy, or there are many disabled, inform or elderly people who can’t use technology.
This is a form of ageism and discrimination.
After trying to get one simple form from ANZ since Tuesday I’m not surprised at all. Customer service is not a high priority with them, it’s bottom of the list. Hours waiting in the phone queue, several messages sent on their App and one even hung up on me because she clearly couldn’t understand what I needed. They sent an email though with “how did we do” so I told them
Totally agree. The customer service we all used to be reasonably happy with has deteriorated so much since excessive immigration has provided cheaper labour markets. Recently I had a problem with my Telstra emails, I contacted technical support to help sort it out. The first call(from an asian) was difficult to understand and could not help me, they referred me again to another technical support worker, who called a week later. My wife answered the phone and said she would get me, the caller hung up, so I did not get my email problem sorted out. Now I am looking into transferring my email account to someone else, but what a hassle to get help. What is this wonderful country coming to, Who do we vote for apart from the 2 losers that will have the only chance to win the election.
Use the online chat Frank. You will find that much easier and instant.
The QR code is a good idea, because it can easily be updated so it is always accurate.