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We live in your world - November 2013

We live in your world - November 2013

Serving our customers better

Serving our customers better

We have made good progress in our first year against our five year $1.5 billion “Banking on Australia” program to transform the way we serve our customers across Australia.

In particular, we have made it easier to connect with us through mobile and digital channels. More than 1 million retail customers are now registered as ANZ goMoneyTM users and 7000 small business customers are using our mobile merchant app, ANZ FastPay.
 
We have transformed 74 of our branches with an open-plan design to deliver an improved customer experience. This includes giving a greater number of customers access to specialist advice through video and voice and increasing ATM functionality.

We are also building the capability of our people to serve customers. More than 210,000 hours of training have been delivered in the past year. 1,200 business relationship bankers now have mobile tablets and are better equipped to connect our customers to business opportunities across the region.

The “Banking on Australia” program includes a commitment of $20 million to support the delivery of financial education programs in the community, as well as improved support for customers experiencing financial hardship.

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