Our approach and performance
Our approach to stakeholder engagement helps to minimise risks, identify ideas for new products and services, and understand and respond to the issues that matter to our communities (also known as 'material issues').
We engage continuously, listen to a range of opinions, formulate responses and make specific public and auditable commitments where appropriate.
We report our progress and outcomes to stakeholders on a regular basis through informal dialogue and our various corporate responsibility publications and communications tools.
ANZ's stakeholder engagement principles guide this process. The principles are consistent with the AA1000 stakeholder engagement standard.
|ANZ stakeholder engagement principles|
We engage with our stakeholders on matters that align with our agenda, priorities and the issues associated with our business.
We consult widely to achieve the best outcome through consideration of a diverse range of perspectives and experiences.
We aim to establish deep partnerships with organisations with which we can develop a shared vision. We balance the competing needs and interests of all stakeholders in the actions we take and decisions we make every day.
We create innovative programs, initiatives and responses designed to make a significant and lasting difference. We aim to be bold and have the courage to be different.
We value dialogue and open, honest and ongoing communication with all stakeholders. We lead action and share our approach and outcomes widely.
We are committed and persistent in our efforts to achieve a common understanding and real outcomes on challenging issues and opportunities.
We identify our stakeholders by conducting regular dialogue across a number of business and functional areas on an annual basis, which includes consideration of 'silent' stakeholders such as future generations and the environment. A global stakeholder database is used for managing information and communicating to our stakeholders. It includes around 5,400 individual stakeholders who we have identified as important to our business, including governments, regulators, customer and community groups, suppliers, investors and employees.
|Approaches to engagement|
Stakeholder engagement is embedded into our business strategy and decision making processes. We seek to understand the expectations of our stakeholders by learning about them, understanding their motivations, engaging with our toughest critics and developing shared goals where appropriate. This helps us to balance the competing needs of stakeholders, respond to concerns and manage issues in an informed and effective manner.
Our approaches to stakeholder engagement include:
We hold forums for specific stakeholder groups each year to seek formal input into our business agenda. These forums are attended by a consistent group of stakeholders, along with new participants, ensuring progress and tracking of issues that have been raised in past forums, together with the identification of new and emerging issues. Ongoing engagement on key strategic and operational decisions is prioritised by involving our stakeholders in internal working groups, focus groups, seminars and surveys.
Our principles of non-financial reporting promote open, transparent and timely disclosure to stakeholders of the material economic, social and environmental issues facing our business. Each year, we conduct extensive engagement with internal and external stakeholders to understand the material issues that are important to our business. This process then informs the development of our specific and public group-wide CR targets, which are reported on an interim and annual basis.
Communicating with shareholders and financial markets
As a significant financial services provider in many markets we recognise the importance of communicating frequently and effectively with our shareholders, the broader investment community and other stakeholder groups who seek to understand our financial and non-financial performance.
Our approach aims to ensure these groups have timely access to information through a variety of channels. As well as communicating ad hoc announcements that are material to our market performance, we schedule regular trading updates and publicly announce and explain half- and full-year results. In addition, our executives have regular contact with the investment community using a variety of forums across our region.
|Clean Energy Council|
We participate and support a number of external initiatives including:
We are committed to responding to issues of relevance to our stakeholders. For a full list of 2012 issues and our response please see our 2012 Stakeholder Engagement Table (PDF 696kB).
We consider ongoing open dialogue and relationships of trust, integrity and respect as the markers of successful stakeholder engagement.
We have a formalised stakeholder engagement policy that applies to all employees and aims to maintain structured engagement with stakeholders through consistent communication channels; clear ownership of relationships and clear accountabilities for relationship owners. The policy has been updated to ensure the framework is robust and relevant.
External engagement takes many forms, involves many people and organisations and benefits the bank and stakeholders in a number of important ways. Our main activities for 2012 included:
Our communities and customers
In 2011, in addition to maintaining strong relations with governments and investors and shareholders our engagement program has helped us to:
We use the input of stakeholders to strengthen decision making and identify ways to improve products and processes. Key activities in 2011 included:
Undertook a company-wide survey to better understand the diversity of our workforce to help us to measure progress overtime on workplace diversity and employment of people with disabilities. We asked our people across the globe to voluntarily self-identify their ethnic and cultural background, the languages they speak and, if relevant, their type of disability.
In 2010, in addition to maintaining strong relations with government and the investment community, our engagement program has helped us to:
We use the input of stakeholders to strengthen decision making and identify ways to improve products and processes. Key activities in 2010 included:
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