The Plug-in was pleased to work with researchers from UniSA Business School to explore attitudes and behaviours that influence the banking decisions of older Australians, including the use of online and telephone banking services.

We all have preferences about how we bank, whether it’s in branch, over the phone, online or delegated to trusted family. Those preferences may change over time as you’ve aged, or due to factors such as branch closures, technological change or health implications associated with the COVID-19 pandemic.

We were fortunate to engage with a broad variety of influencers across each stage of this project. We spoke to people aged 65 and above, and who have a bank account, living in both South Australia and Victoria, gaining deep insights into their preferences when accessing banking services and the attitudes and behaviours that influence these decisions.

We also heard about the other external and environmental factors that have and continue to play a big role in these decisions such as the implications of the COVID-19 pandemic, the emergence of new technologies and accessibility challenges.

We thank everyone for their participation in this important research project, and for so willingly sharing their experiences, attitudes and preferences when it comes to accessing banking services.

Participation in this project was voluntary . Personal information is not used or shared without your express consent — you can read more about our privacy policy on our website.

For further information please contact The Plug-in on (08) 8224 5526 or email