Workplace relations

Our approach

We foster a workplace environment where employees are encouraged to express their ideas, opinions and concerns.

Our Human Resources Committee, chaired by a sub-committee of our Board of Directors, is responsible for reviewing and approving ANZ’s compensation programs and remuneration strategy, including any equity based programs, compensation levels and policy guidelines. In addition, the Committee considers and approves key executive appointments, and senior executive succession plans, and monitors the effectiveness of ANZ’s people strategy, health and safety programs, and diversity and inclusion strategies and activities.

ANZ's approach to human rights' details a set of standards which help us to develop a culture of respect in the way we treat our employees, work with our clients and suppliers, and contribute to the communities in which we operate.

We set high standards and we continually improve our approaches to ensuring that our employees live our values. Our standards reflect what we already do to respect local cultures and priorities, comply with local laws and go further in situations where we have the sustainability, skills, resources and expertise to do so.

Key elements

Employment conditions

The employment conditions of our employees in many of our locations are derived from industrial instruments and agreements negotiated with employees and unions, along with our human resources policies.

In Australia, we have a collective employment agreement that is negotiated with the Finance Sector Union (FSU). The agreement contains the minimum employment terms and conditions for around 22,000 Australian-based employees in Groups 4, 5 and 6. In 2013 in Australia, we implemented a new two-year collective employment agreement that was approved by 83% of employees who voted. Key aspects of the agreement include:

In New Zealand, employees are employed either on our collective employment agreement, negotiated with financial services union FIRST (formerly Finsec), or on individual employment agreements.  Approximately 5,000 New Zealand employees are covered by our collective agreement.

In some of our operations in the Asia Pacific region, including the Solomon Islands, Papua New Guinea and Samoa, the majority of employees in these countries are covered by collective agreements made between ANZ and the representative union or employee representative group.  

In Singapore, a small number of employees are covered by a collective bargaining agreement.

During 2013, we negotiated a collective employment agreement with a group of employee representatives in Fiji, reaffirming our commitment to provide employees with terms and conditions of employment that are fair and reasonable, and in line with our Human Rights Standards and business values.  

Negotiations for a new agreement for our employees in Papua New Guinea are due to commence in the 2014 ANZ Financial Year.

Freedom of Association

We respect the right of employees to join, or not join, associations of their choice. We do not interfere in an employee's decision to associate or not associate, and we do not discriminate against the employee or a representative of the employee. These commitments are upheld in our Freedom of Association Policy.

We believe our employees have the right to freely hold and express opinions provided they do not infringe on the fundamental human rights of other people. We do not make any distinction between employees based on their membership or lack of membership of a representative organisation.

We recognise the right of our staff to bargain collectively and to take industrial action, providing these actions conform to the laws of the country in which we are operating. We respect that under relevant workplace relations legislation unions have certain rights of entry into the workplace and access to relevant information.

If local laws prohibit us from applying our Freedom of Association Policy, we will comply with domestic law while, to the extent permissible, applying the spirit of our commitment within our business.

Code of Conduct and Ethics

ANZ's Employee Code of Conduct and Ethics (PDF 368kB), together with our business values, provide guidance on how to understand and overcome ethical challenges at work. Our Code of Conduct and Ethics is based on eight guiding principles and applies to all employees (permanent and temporary), contractors and consultants.  Any breach of the law is referred to relevant legal authorities, as appropriate.

Our expectation of all people working with ANZ is that they comply with our Code of Conduct and Ethics, called 'Living the Code'.  

Our Code of Conduct and Ethics has eight guiding principles; they are:

All breaches of ANZ’s Codes of Conduct and Ethics are reported annually to the Governance Committee and form part of regular risk reporting to the Operational Risk Executive Committee.

All permanent and temporary employees, consultants and contractors are required to undertake 'ANZ Essentials' training, and to refresh their knowledge of specific courses within the suite, annually, or every two or three years, depending on the subject. Failure to do this can lead to disciplinary action and/or remuneration consequences; in serious cases it can lead to termination of employment.  

Everyone is required to complete the 'Living the Code' training course, within ‘ANZ Essentials’, annually. The course aims to reinforce the importance of our values and ethics as we grow our business, and expand to new markets. All employees are asked to confirm their compliance with our Code of Conduct and Ethics annually.

We operate a central reporting and follow-up function to ensure we achieve the highest possible investigation completion rate each year. All ANZ Essentials course elements have been translated into Bahasa and Traditional Chinese and are available as CD-ROMs for remote areas or locations with low bandwidth, which is particularly the case in the Pacific region.

Discrimination incidents

Our Discrimination Policy covers ANZ’s approach in regards to allegations of: bullying, harassment and discrimination on the grounds of age, gender, race, sexual orientation, and parent or carer responsibilities.

We have employee relations specialists who undertakes an investigation into allegations of bullying, harassment and discrimination and makes recommendations to an appropriate decision maker.

Communication and dispute resolution

We seek to engage constructively with representative unions in the countries in which we operate. In Australia and New Zealand, we have established regular consultative forums with the Finance Sector Union and FIRST (formerly Finsec) respectively, involving ANZ business representatives. These forums enable information sharing and communication about employee relations matters that may affect our people.

Our people are encouraged to have their say through multiple communications channels and face-to-face forums. These include our annual ‘My Voice’ employee survey, direct email access to the CEO and division heads and a CEO blog.

Where these channels are not appropriate for raising a particular concern, external mediators may be engaged to help resolve disputes.

Whistleblower Protection

Our Whistleblower Protection program enables all employees, contractors and consultants to confidentially report concerns about conduct, practices or issues they are concerned about without fear of reprisal, dismissal or discrimination. Our commitments are outlined in our Whistleblower Protection Policy Summary

Translated versions of our policy are also available to employees including Mandarin, Vietnamese, Khmer (Cambodian) and Bahasa (Indonesian).

People Policies and Employee Relations

ANZ People Assist is the first point of contact for our people regarding human resources queries. The ANZ People Assist team is located in ANZ’s Manila hub, where there is a multi-lingual team (English and Mandarin) that is available to employee in many ANZ locations, including Australia, New Zealand, Hong Kong, Taiwan, Singapore and our hubs in Manila and Bangalore. We continued to expand our employee relations and people advisory services across the ANZ network in 2013, including introducing of new services.

Our refreshed ANZ People Policies support global consistency of policies affecting our people.  The majority of these policies are ANZ wide in scope, with some tailored for individual countries to take into account differing cultures, conditions and legislative requirements across the 33 countries in which we operate.

Our policies continue to reflect our Human Rights Standards and all Policy owners are made aware that any new policies must be developed in a manner consistent with the standards.

Our results

2013 Results

2013 Results

Code of Conduct and Ethics at ANZ 2013
Percentage completion of the Code of Conduct and Ethics training/annual attestation 98%
Number of alleged breaches of the Code 1,148
Percentage of alleged breaches which were minor (eg, email misuse) 95%
Outcomes from breaches: Dismissals 192
Outcomes from breaches: Resignations 42
Outcomes from breaches: Employee counselling 160
Outcomes from serious breaches: Employee reprimands 655

All figures reported are accurate as at end September 2013

In 2013 we carried out two investigations into allegations of bribery, corruption and improper payments. These allegations were substantiated, resulting in the dismissal of four people.

Whistleblower disclosures 2013
Total number of disclosures 70
Number of disclosures from the total which were carried over for further investigation 5

All figures reported are accurate as at end September 2013

Addressing discrimination 2013
Total number of alleged discrimination incidents 17
Number of incidents resolved 6
Number where no action required 11

All figures reported are accurate as at end September 2013

2012 Results

2012 Results

We continued to expand our employee relations and people advisory services across the ANZ network in 2012, including the introduction of new services.

ANZ People Assist is the first point of contact for staff regarding human resources queries.  The ANZ People Assist team is located in ANZ's Manila hub, where there is a multi-lingual team (English and Mandarin) that is available to staff in many ANZ locations, including Australia, New Zealand, Hong Kong, Taiwan, Singapore and our hubs in Manila and Bangalore.

Our refreshed set of "People policies" continued to improve governance and global alignment of policies affecting our people. The majority of these policies are ANZ wide in scope, and some have been tailored for individual countries to take into account differing cultures, conditions and legislative requirements across the 32 countries in which we operate. As part of continuous improvement of these People policies, a new Secondment policy was launched in 2012 that allows ANZ employees to access development opportunities in different parts of the bank in a more consistent way.

Our policies continue to reflect our human rights standards and all Policy owners are made aware that any new policies must be developed in a manner consistent with the standards.

We will continue to review and improve our People policies in 2013 to ensure they remain relevant and easy for employees to find and understand across ANZ.

In 2013 we will also work to further embed the values underpinning our human rights standards in our policies, processes, actions and decisions that guide how we interact with our people and communities.

Collective employment agreements

During 2012 we made significant progress in our collective employment agreement negotiations with unions and staff representatives in Australia, New Zealand and many of our Pacific countries, which between them cover around 30,000 ANZ employees.  We anticipate that any new agreements will provide certainty for many of our employees in relation to their pay and other key employment conditions for the 2012 and 2013 years.

Outside of the 2012 reporting year, we were pleased to announce a successful conclusion of our collective agreement negotiations and implementation of the agreement with the Finance Sector Union in Australia in January 2013.

In our Asia Pacific operations, we will continue discussions and anticipate successful negotiations with representative unions and employees regarding new collective employee agreements, for example in Fiji, PNG and Solomon Islands.

Code of Conduct and Ethics

Our expectation of all people working with ANZ is that they comply with our Code of Conduct and Ethics, called 'Living The Code'. This is one of a suite of courses within 'ANZ Essentials training', which specifies our expectations concerning:

  • Antitrust/anticompetitive practices
  • Confidentiality of information
  • Corruption and bribery
  • Discrimination
  • Environmental, health and safety
  • Money-laundering
  • Insider trading/dealing
  • Security of staff, business partners, customers
  • Whistleblowing.

All permanent and temporary employees, consultants and contractors are required to undertake 'ANZ Essentials' training, and to refresh their knowledge of specific courses within the suite, annually, or every two or three years, depending on the subject.  Failure to do this can lead to disciplinary action and/or remuneration consequences; in serious cases it can lead to termination of employment.  

Everyone is required to complete the 'Living the Code' training course, within ANZ Essentials, annually. The course aims to reinforce the importance of our values and ethics and seeks a declaration of compliance with our Code of Conduct and Ethics.  In 2012, 58,104 people working with ANZ completed the 'Living the Code' training program.

As we grow our business and expand in new markets, it is essential that our people understand and act upon our Code of Conduct and Ethics. ANZ takes the Code, and all of the underlying policies that make up the Conduct and Ethics Policy Framework seriously.

Banking is built upon trust.  We therefore set high standards and we continually improve our approaches to ensuring that our employees live our values.  For example in 2012 we placed Whistleblower champions in all ANZ markets.  These enhancements are leading to more suspected incidents being identified and reported.

In 2012, 1,828 alleged breaches of our Employee Code of Conduct and Ethics were reported and investigated across the Group, compared with 1,297 in 2011. The majority of breaches related to failing to live up to the high standards of behaviour we set for ourselves, through the eight Principles within our Code (PDF 324kB).

As was the case in 2011, the majority of alleged breaches in 2012 related to Principle Seven, "A failure to comply with the Code, the law or ANZ policies".  This accounted for 1,246 cases or 68% of alleged breaches.  A significant number related to misuse of ANZ systems, including inappropriate use of e-mail, intranet or the Internet. Others related to more serious actions such as failing to manage conflicts of interest or misuse of private or confidential information.  A very limited number of breaches were in direct conflict with the law.  Any such breach of the law is referred to relevant legal authorities, as appropriate.

We operate a central reporting and follow-up function to ensure we achieve the highest possible investigation completion rate each year. All ANZ Essentials course elements have been translated into Bahasa and Traditional Chinese and are available as CDROMs for remote areas or locations with low bandwidth, which is particularly the case in the Asia Pacific region.

Discrimination incidents

Issues that are covered under our discrimination policy include allegations of: bullying, harassment and discrimination on the grounds of age, gender, race, sex, and parent or carer responsibilities.

There were 53 alleged discrimination incidents in 2012; 45 involving ANZ employees and eight involving customers. 48 of these incidents were resolved and three are on-going.  This is an increase on the 2011 figure of 36 reported incidents. We attribute this to a greater awareness amongst employees of their rights, entitlements and responsibilities.  We have not seen a corresponding increase in substantiated claims.

In each location we have an employee relations specialist who undertakes an investigation into allegations and makes recommendations to an appropriate decision maker.

Whistleblower Protection

Our Whistleblower Protection program enables all employees, contractors and consultants to confidentially report concerns about conduct, practices or issues they are concerned about without fear of reprisal, dismissal or discrimination. Our commitments are outlined in our Whistleblower Protection Policy Summary.

Translated versions of our policy are also available to employees including in Mandarin, Vietnamese, Khmer (Cambodian) and Bahasa (Indonesian).

In the financial year ended 30 September 2012, improved reporting processes and data capture led to an increase in disclosures relating to our Whistleblower Protection Policy. In total there were 73 disclosures in 2012, of which six were carried over for further investigation in 2013. The majority of disclosures did not uncover any significant issues. In the small number of cases where our policies were breached action taken included dismissal and in some instances referral to the relevant law enforcement agency.

2011 results

2011 results

We completed a review of all of our human resources policies ("People policies") to improve governance and alignment of policies affecting our people. As a result of the review we reduced significantly the number of People policies in place from more than 2000 to just over 100 policies. A majority of these policies are global in scope, and many have been tailored for individual countries to take into account differing cultures, conditions and legislative requirements across the 32 countries in which we operate.

During the review process, all policy owners were made aware of our human rights standards and their obligation in developing any new policies in line with these standards.

In 2011 we introduced a new service called ANZ People Assist, which is the new first point of contact for staff regarding human resources queries, consolidating a number of employee contact centres into one. The ANZ People Assist team has been established in ANZ’s Manila hub, where there is a multi-lingual team (English and Mandarin) and is available to staff in many ANZ locations, including Australia, New Zealand, Hong Kong, Taiwan, Singapore and our hubs in Manila and Bangalore.

Collective employment agreements

During 2011 we continued discussions with unions and staff associations in the Pacific to 'modernise' collective agreements. A key milestone this year was the signing of a memorandum of understanding with the union in Samoa to formally recognise the relationship with ANZ and the union.

Code of Conduct and Ethics

All employees, consultants and contractors are required to complete a training and compliance course on our Code of Conduct and Ethics annually. Declaration that the course has been completed confirms that each individual understands the Code’s principles and has complied with them over the previous 12 months. We achieved a 96% completion rate for this essential training and compliance program. In 2011 we implemented a central reporting and follow-up function to ensure we achieve the highest possible completion rate each year.

In 2011, there were 1,297 alleged breaches of our Code of Conduct and Ethics across the Group. This has slightly increased from 2010 due to the increase of headcount over the 12-month period.

The majority of breaches of our Code relate to ‘Compliance with the Code, law and ANZ procedures’ and more specifically the inappropriate use of our email and intranet systems. Outcomes arising from breaches of the Code included 209 dismissals, 75 resignations, 149 staff being counseled and a number of reprimands. We continue to improve our reporting systems and increase awareness of the ethical standards expected of all our employees.

Discrimination incidents

There were 36 discrimination incidents in 2011; 25 involving ANZ employees and 11 involving customers.

Outcomes:

  • Reprimanded: 3
  • Withdrawn by employee: 2
  • Withdrawn by customer: 5
  • Resolved: 17
  • No action required: 7
  • Open: 2

Whistleblower Protection

In the year ended 30 September 2011 there was an increase in reports relating to our Whistleblower Protection Policy, due to improved reporting processes and data capture. The majority of reports did not uncover any significant issues. In the small number of cases where our policies were breached ANZ took swift and appropriate action including dismissal and in some instances referral to police.

We continue to investigate nine incidents.

Reports 2011 2010 2009
Received 40 18 12
Closed 37 16 10
Remain under investigation 9 6 4

The future

We will engage in discussions with unions in Australia and New Zealand regarding our collective agreements, which are due to expire during 2012.  

In our Asia Pacific operations, we will continue discussions and negotiations with representative unions and employees regarding new collective employee agreements, for example in Fiji, PNG and Solomon Islands.

We will continue to review and improve our People policies in 2012 to ensure they remain relevant and easy for employees to find and understand. We also intend expanding our ANZ People Assist service to other ANZ locations during 2012 to ensure our staff can access consistent support for human resources queries.

In 2012 we will also work to further embed the values underpinning our human rights standards in our policies, processes, actions and decisions that guide how we interact with our people and communities.

2010 results

2010 results

Collective Employment Agreement

In 2010, following consultation with employees, we negotiated a new two-year collective employment agreement with the Finance Sector Union. The agreement contains the minimum employment terms and conditions for more than 23,000 Australian-based employees in Groups 4, 5 and 6, and will run for a two-year period covering the 2010 and 2011 remuneration reviews.

Under the agreement we paid salary increases of 4% for eligible employees in 2010 and will also pay 4% increase for 2011. Other key aspects include:

  • formalising our existing parental leave offering with a guarantee of 12 weeks paid parental leave, in addition to payments from the government’s parental leave scheme
  • providing ANZ with more flexibility with rosters to meet customer needs
  • a new dispute resolution process to help quickly resolve employee grievances
  • strengthening our existing commitment to consult with staff and the Finance Sector Union on major changes.

Code of Conduct and Ethics

All employees, consultants and contractors are required to complete a training and compliance course on our Code of Conduct and Ethics annually. Declaration that the course has been completed confirms that each individual understands the Code’s principles and has complied with them over the previous 12 months . We achieved a 98% completion rate for this essential training and compliance program.

In 2010, there were 1,294 serious breaches to our Code of Conduct and Ethics across the Group. This has slightly increased from 2009 due to the increase of headcount over the 12-month period.

The majority of breaches of our Code relate to 'Compliance with the Code, law and ANZ procedures' and more specifically the inappropriate use of our email and intranet systems. Outcomes arising from breaches of the Code included 195 dismissals, 69 resignations, 174 staff being counselled and a number of reprimands. We continue to improve our reporting systems and increase awareness of the ethical standards expected of all our employees.

Whistleblower Protection

In the year ended 30 September 2010 there was an increase in reports relating to our Whistleblower Protection Policy, and we continue to investigate six incidents.

Reports 2010 2009
Reports received 18 12
Reports closed 16 10*
Reports remain under investigation 6 4

* Two cases carried over from 2008.

The future

With no-year agreements reached in Australia and New Zealand, we plan to negotiate new collective employee deals in a number of Pacific countries, such as Fiji and PNG, in 2011.

We will refresh our suite of People policies in 2011 to ensure consistency and make it easier for employees to find and understand our policies.

Throughout 2100, we will also work to further embed the values underpinning our human rights standards in our policies, processes, actions and decisions that guide how we interact with our people and communities.

2009 results

2009 results

ANZ has continued to build on its constructive working relationship with the Finance Sector Union (FSU) in Australia, Finsec in New Zealand, and with counterpart unions in Asia Pacific and the other countries in which we operate.

In Australia, we resumed discussions with the FSU on a new collective agreement to cover the majority of ANZ's Australian staff.

In New Zealand, we met quarterly with Finsec's Council to discuss employee relations issues that affect our people. A new collective employment agreement was successfully concluded in New Zealand in 2009.

In 2009 ANZ also worked with representative unions in Australia and New Zealand on a package of assistance for employees impacted by the relocation of some roles and functions to our operations in India.

In the Asia Pacific region, ANZ is looking to create new partnerships with unions in these countries to help achieve our aim to become a super-regional bank by 2012.

This year we made enhancements to our Whistleblower Protection Policy and processes, including the introduction of a 24 hour external hotline staff can use to report any issues covered under the Policy. Details of the Whistleblower Protection Policy, including obligations to report issues covered by the Policy, were also covered in our Code of Conduct and Ethics training and general compliance training, both required to be completed by all ANZ staff. Information on the Policy and its requirements was also made more prominent and accessible to staff through ANZ's intranet site.

Reports Number
Received 12
Closed 10*
Remain under investigation 4

* Two cases were carried over from 2008.

The future

In Australia, ANZ aims to reach a new agreement with the Finance Sector Union in 2010 as part of ongoing discussions that resumed in 2009. In New Zealand, negotiations will be held with Finsec in 2010 to renew the collective employment agreement.

We will continue to engage constructively with representative unions on issues that affect our people, by establishing forums or other appropriate consultative processes where union's have expressed a willingness to engage constructively with ANZ.

2008 results

2008 results

ANZ has continued to build on its constructive working relationship with the Finance Sector Union (FSU) in Australia, Finsec in New Zealand, and with counterpart unions in Asia Pacific and the other countries in which we operate.

In early 2008 ANZ conducted a major review of how future salary increases for Group 5 and 6 Australian staff would be determined. The FSU was formally invited to be part of the review Steering Committee and was able to put its views and ideas throughout the review process.

In Australia, as part ANZ's implementation of its new business model announced in September 2008, ANZ has established a consultative forum with the FSU. The forum is comprised of FSU representatives, including FSU staff delegates from around Australia, along with senior ANZ management. The forum meets on a regular basis to ensure our people are given a consistent voice as ANZ works through its organisational redesign.

In New Zealand, we meet quarterly with Finsec's Council to discuss employee relations issues that affect our people.

In the Asia Pacific region, ANZ is looking to create new partnerships with unions in these countries to help achieve our aim to become a super-regional bank by 2012.

Whistleblower Protection 2008

Reports Number
Received 5
Closed 3
Remain under investigation 2

The future

ANZ will seek to negotiate new or replacement collective agreements with our representative unions. In Australia, ANZ aims to reach a new agreement with the Finance Sector Union in 2009.

We also will continue to engage constructively with representative unions on issues that affect our people, by establishing forums or other appropriate consultative processes where union's have expressed a willingness to engage constructively with ANZ.

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