Frequently asked questions
What is the Action Now Fund?
The Action Now Fund is a new Westpac initiative, which is all about:
  • Recognising and rewarding customers in the moments that matter.
  • Taking action to ensure customers feel supported and celebrated by their bank.
  • Rebuilding trust and making amends when we didn’t quite get it right.
Who can use the Action Now Fund?
  • The Action Now Fund is for customer-facing employees across Westpac and all RRB to surprise and support individual customers, not business entities.
  • For business entities, please refer to the Westpac Gift & Hospitality Policy for guidance, principles and policies.
When would I use the Action Now Fund?
Customer-facing employees can use the Action Now Fund to surprise or support customers in the moments that matter. For example:
  • Send a gift to a customer who has purchased their first home
  • Send a gift to a customer who has had a baby
  • Send a gift to a customer thanking them for reaching a loyalty milestone e.g. customer for 10 years
  • Send a gift thanking a new customer for choosing us as their bank
  • Send a gift of condolence to a customer during a time of bereavement
  • Send a gift to a customer to acknowledge a negative customer service experience
  • Send a gift to a customer to acknowledge effort on their part during a customer service experience
  • A branch manager can purchase items in bulk to store in-branch for employees to be able to gift to customers in the moment.
  • A branch manager can purchase children’s gift items to store in branch for employees to gift to customers’ children while visiting.
Can I still use the EmpowerMe Fund?
  • All previous EmpowerMe Fund activity must now be driven through the Action Now Fund process except for those specific teams supporting customers with unique and complex needs, such as vulnerability or support in the event of a natural disaster.
Do I use my P-Card for the Action Now Fund?
  • No. The Action Now Fund cost centre will be used as part of the platform.
  • Please select the Action Now Fund cost centre when processing your order.
What is the $ limit for Action Now Fund?
  • The Action Now Fund limit is $130 per customer per year.
How many times can I use the Action Now Fund for a customer?
  • The Action Now Fund limit is $130 per customer per year.
  • One item should only be purchased per order, unless a branch bulk order.
I got the order wrong for my customer. What do I do?
  • Orders cannot be changed or cancelled via Coupa as orders are shipped quickly.
  • Contact our supplier SunUp directly at support@sunup.com.au or call 0487 347 523 to notify of any changes or errors.
How do I know my order has been delivered?
  • You will receive an email notification confirming goods have been delivered by the supplier.
I work in a branch and want to use a local store to purchase a gift for a customer. Can I do this?
  • Yes, should you want to support a local business you can still do this via your P-Card and informing your People Leader.
I’m supporting a customer with complex needs (e.g. vulnerable situation or impacted by natural disaster) and the Action Now Fund is not suitable. Can I still use my PCard?
  • Yes, you can still use your PCard in these scenarios and discuss with your People Leader.
It is my colleague’s birthday. Can I use the Action Now Fund to purchase them a gift?
  • No, the Action Now Fund is to surprise and support our customers only.
My customer is thrilled I used the Action Now Fund to support them. What can I do?
  • We want to hear your feedback and stories about the Action Now Fund in action.
  • Please use Viva Engage to promote and showcase your stories of using with the Fund with the #actionnowfund hashtag.
What is SunUp?
  • SunUp is our Action Now Fund supplier.
  • Westpac is proud to be partnering with SunUp, a 100% Aboriginal-owned business to deliver this service for our customer-facing employees.
  • SunUp’s activities align with Westpac’s reconciliation and supplier diversity goals, with 60% Indigenous staff and 10% of net profit reinvested into social impact initiatives.