Shelley Howard was able to change her name, but left with the title ‘Mr’ by her bank due some silly policies. But, with the advocacy of Overwatch and quick action from Westpac senior management, that changed pretty quickly.
Shelley tells the full story:
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While laws and regulations might change, it can often take a lot longer for them to permeate the labyrinthine corridors of government (national and local) and corporate bureaucracy. Just last week I encountered one such situation. Having officially changed my name through the Ministry of Internal Affairs I set about informing all relevant parties, including my local branch of Westpac Bank. The process of changing my name was seamless, apart from the difficulty my ‘personal manager’ had in addressing me using appropriate pronouns. However a real glitch occurred when it came to the mandatory requirement of assigning a ‘title’ to my profile.
It seems that without changing my designated ‘sex’ on the bank database, it is impossible to assign a feminine title. So what, you might reasonably think. Just change my sex designation on the database!
Well . . . . no! It seems that is not possible if the Internal Affairs document shows your sex is other than female. Interestingly, had I produced my passport instead of my birth certificate as verification of my name change, there will not have been an issue as I am ‘female’ on that form. Coincidentally my passport is also issued by the Ministry of internal affairs – le sigh!!! It was at about this point I began to question the bank’s validation to hold the “Rainbow Tick”. Some further discussion ensued with my ‘personal manager’ doing his best and seeking advice from his superior. It seems the process could simply not be thwarted. I was to be designated “Mr” Shelley Howard, at least until I could produce my passport!
Oh the ignominy.
On returning home all the time becoming more irate, I burst into print via a
Facebook rant. This was picked up by
Capt Leanne Chambers, head of NZDF Overwatch, the Defence Force LGBTIQ support
group to which I am affiliated as an ex-serviceperson. Capt Chambers kindly offered to advocate with
the bank on my behalf through an established contact.
My situation was subsequently treated with not just serious concern by Westpac,
but also with urgency. An immediate
investigation into the bank’s role was conducted and as a result the Wellington
Area manager contacted me two days later to offer me a sincere and personal
apology. We each recognised the incident has highlighted limitations in
training and preparedness of its staff to deal with trans or other gender
identifying people and also limitations in its systems and processes. The bank has taken immediate steps to rectify
its shortfalls and has also requested input from Overwatch (and myself) to help
it identify other areas and issues that may also be buried within its already
established processes and programmes.
While it is always a little sad and unnecessary that people identifying outside
the binary have to endure such problems while attempting to go about their
ordinary everyday lives, my recent experience highlights that often such
matters are not intentional but simply the consequence of centuries of
conditioning (and thinking) within a binary hetero-normal paradigm. But by adopting a cooperative approach to
such problem-solving we queer folk can achieve positive and rapid change in an
atmosphere of greater inclusion.
I was most impressed with the support and responses I received to my circumstances.
Overwatch, via Capt Chambers was outstanding.
Westpac demonstrated accountability, responsibility and excellent
leadership in addressing the matter the way it did and the management team
involved deserves commendation for the part it has and continues to play in
making good on the issues my simple request raised.
. . . .. . . And for anyone interested, I am now officially “Ms” Shelley Howard
on the bank database.
