ANZ's subtle branch change infuriates customers: 'Siding with Boomers on this one'
ANZ has sparked fury amongst hundreds of Australians after it erected a new sign outside one of its branches. Instead of showing the branch's opening and closing hours, passersby have to scan a QR code to find the information.
A poll of more than 2,400 Yahoo Finance readers showed the majority (54 per cent) don't like using QR codes because they don't trust them. Chris Grice, National Seniors Australia CEO, told Yahoo Finance this type of tech can alienate older Aussies and others who might not be able to or know how QR codes work.
"You wonder whether someone has actually thought it through in terms of, 'Is this really good customer service?'" he said.
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He likened it to a Dr Seuss puzzle because the QR code doesn't actually provide information about that specific branch's opening hours.
Instead, it takes you to ANZ's 'Find Us' page, which you then have to search for the branch you're standing in front of, which will then give you the numbers you're looking for.
Many Aussies were fuming that essential information like operating hours would be buried within a code rather than just printed for all to see."I'm siding with Boomers on this one, what the f**k?" said one concerned Aussie.
"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," added another.
A third wrote: "Even for tech-savvy people, this is infuriating. The QR code doesn't take you straight to a page that shows you the opening hours... It's absolutely user hostile."
Another commented: "This is completely moronic. Why complicate something simple? Why should anyone go through multiple steps to find out info that SHOULD BE THERE???"
Many people pointed out that the branches could have just printed out their opening hours and no one would get upset.
However, an ANZ spokesperson told Yahoo Finance that there is a method to the madness.
"ANZ introduced QR codes so customers can access the most up to date information about our trading hours," they said.
"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 added that the bank understands the "importance of accessibility" and insisted branch staff are available to talk about opening hours if a customer asks.
Grice said older Aussies aren't the most tech-savvy compared to other generations and they might not have a phone that can operate QR codes.
But he also said some seniors are worried about where these codes will take them and if they're a scam.
He's concerned about this slow transition away from just giving you information upfront.
"It's certainly happening where there's this push to make everything digital, and the human touch being removed from the process of banking and transactions," he told Yahoo Finance.
But he said it's not just in the banking world.
"During COVID, where we were forced to use them, there was a legitimate reason for their use," he said.
"But we've seen a deterioration in service in the community because of QR codes.
"When you want to go down to the local cafe, there's no table service anymore, is there?
"You've got to scan a QR code to be able to order something. And you're paying for the privilege of basically ordering or serving yourself."
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