Disability

Our approach

We understand that disability is relevant to every aspect of our business – customers, employees, markets, communities, suppliers and key stakeholders.

We ensure our workplace welcomes, supports and celebrates the unique contributions of all our people. We also aim to ensure that our products and services are inclusive and accessible to everyone. Under the framework of our Accessibility and Inclusion Plan (AIP), we provide a range of resources and programs to attract, support and engage people with disability, their line managers, and other employees who need disability resources. Together with Group-wide targets to employ more people with disability, we are boosting information and services to encourage greater awareness and understanding of disability, mental health and wellbeing so we can better support our people and customers.

Watch our video on Accessibility and Inclusion.

Key elements

2013-15 Accessibility and Inclusion Plan

Our third Accessibility and Inclusion Plan (PDF 2.89MB) reaffirms our long-term commitment to making ANZ a place that welcomes and supports customers and employees with disability. Specifically, this global plan:

The plan is overseen by the AIP Steering Committee, which comprises a group of senior leaders who have sustainability and accountability for the implementation of the plan.

The Abilities Network

A number of our employees voluntarily participate in our Abilities Network, which is managed centrally from our Melbourne headquarters but is available for all ANZ employees across our region. The network aims to foster inclusiveness and diversity, raise awareness of disability and accessibility, and represent employees on issues relating to disability.

Our Abilities Network conducts immersion sessions for business leaders and all employees to foster a culture of understanding and inclusion for people with disability. This includes our ‘Let’s be Wheelistic’ program where business leaders and employees experience first hand what it’s like for their colleagues and customers who use wheelchairs. These programs have helped us identify improvements we can make to the accessibility of our premises, products and services.

The annual Star Awards (held in December each year) is another way the Abilities Network build awareness of disability in the business, and recognise employees for furthering our agenda as a disability confident organisation.

The Network was also instrumental in the development and publication of ANZ’s Global Technology Accessibility Policy, which aims to ensure that all ANZ technical products and services, including web platforms, take account of individuals who may be affected by visual, auditory, physical, speech, cognitive or neurological disabilities.

ANZ employees with disability also have access to specialised technology assistance through the Technology Accessibility Helpline, which provides assistance in resolving technology accessibility issues.

Skilled mentoring opportunities are available in Melbourne with the Willing and Able Mentoring (WAM) program. WAM matches job seekers or tertiary students who have a disability with a mentor in leading organisations in the job seeker’s field of interest. Additionally, employees are invited to participate in our internal mentor/buddying program, which is facilitated through our Abilities Network. All internal online training modules are tested to ensure they meet accessibility requirements as part of standard business practices and we have reviewed and tested our practices to ensure our recruitment processes are accessible and inclusive. We conduct sessions across our business to increase awareness and understanding of mental health and well-being issues in our community and workplace.

Our results

2014 results

2014 results

We are committed to making our products, services, workplace and culture welcoming and supportive of people with a disability. We have continued to make progress against our third Accessibility and Inclusion Plan. Notably, ANZ goMoneyTM, GROW, FastPayTM and ANZ Shield have been developed in line with accessibility standards.

This year we invited the Australian Network on Disability to conduct an audit on our 2013-2015 Plan. The audit highlighted areas of strength, including our governance approach through committees and Management Board, and success in terms of products and services. It also suggested future focus areas, such as ensuring all our premises are accessible for customers and employees.

We achieved our global disability employment targets this year with notable increases in the number of employees with disabilities in our Manila hubs. During FY2014 we employed 86 people with a self-disclosed disability. Slightly less than two percent of our workforce disclosed a disability in this year’s employee survey.

2013 results

2013 results

Progress made under our ANZ 2010-2012 Disability Action Plan and 2013 Accessibility & Inclusion Plan includes:

Premises and Facilities

  • We have in excess of 2,600 audio enabled ANZ ATMs representing over 95% of our network in Australia.
  • Our Property team has been trained in Disability Discrimination Act (DDA) requirements and Building Council of Australia and Australian Bankers Association’s accessibility standards. All new ANZ fit-outs include a review by a specialist DDA consultant.
  • A DDA audit of ANZ’s facilities was conducted in 2011 and AUD$1,000,000 in funding was allocated to undertake remedial actions that were completed in the same year.
  • Our Reasonable Accommodation process ensures all employees with disability have the equipment and resources they need to successfully perform their role, and we operate a dedicated hotline to advise and assist employees with accessibility needs and concerns.

Products and Services

  • Our branch and ATM locator on anz.com includes a filter allowing people with disability to identify the most convenient and accessible services for them.
  • Best practice World Wide Web Consortium (W3C) Accessibility Standards WCAG 2.0 and Australian Bankers Association’s (ABA) accessibility guidelines have been incorporated across the development of anz.com, internet banking and telephone banking.
  • New services – such as our award winning GoMoneyTM mobile phone banking application – are designed to be accessible for all abilities and includes voiceover technology for iPhone, iPad and Android applications.

Leadership and Governance

  • Implementation of the Disability Action Plan and new Accessibility and Inclusion Plan is led by a steering committee of business leaders, with strategy, policy and performance on our commitments governed by our Group Corporate Sustainability and Diversity Committee, which is chaired by our CEO and includes senior executives from across the bank. We contributed to the Australian Government’s consultation process to improve employment participation of people with disability and regularly engage with a range of stakeholders to share the experiences and improvement opportunities arising from our approach and priorities.

Recognition

Our approach and progress in building a vibrant, diverse and inclusive business has been recognised by a number of key stakeholders:

  • Australian Human Resources Institute award for excellence in the Employment of People with Disability (2012).
  • Diversity@Work Bi-Annual Laureate for Diversity Excellence (2011).
  • Vision Australia ‘Making a Difference’ Award in the large organisation category for our commitment to providing products and services that are easy for people with disability to use and which reflect best practice for people who are blind or have low vision (2011).
  • Financial Insights ‘Innovation in Mobile Banking’ award for our ANZ goMoney™, application, which provides fast, easy, accessible and secure banking services to our customers (2011).
  • Assessed as the leading bank globally on the Dow Jones Sustainability Index for the fifth time in six years (2012), with particular recognition for our strong focus on workforce diversity.
Employment and Inclusion: A vibrant, diverse and inclusive workforce at ANZ YTD (since 2008) 2013
Number of employees with a self-disclosed disability employed via our Abilities Employment Program 199 68
Retention rate of employees on Abilities Employment Program 73.4% 85.3%

All figures reported are accurate as at end September 2013

2012 results

2012 results

Our Disability Action Plan (DAP) represents our ongoing commitment as a leading Australian bank and one of the country’s largest employers - to make it easy for people with disabilities to use our products and services. Additionally, the Plan describes our commitment to making ANZ an open and accessible employment choice for people with disabilities and a workplace that supports all staff to be successful.

Customers and community

This year our staff with disabilities are sharing their knowledge and unique insights to help us develop products and services which create a better banking experience for customers with disability. For example, our award-winning mobile banking application for the iPhone, ANZ goMoney was designed to make it easy for people with vision impairment to use, thanks to the input and advice provided by a vision impaired staff member who was part of the project development team.

This approach is now being extended to other product and service developments, including planned updates to internet banking.

Employees

ANZ was recognised by the Australian Human Resources Institute (AHRI) for excellence in the employment of people with disability.

Since we introduced our disability employment program in 2008, ANZ has employed 131 people with a self-disclosed disability, with a retention rate of 74%. In 2012, we employed 38 people with disability against a target of 35 - 13 in Australia, 15 in India, two in the Philippines and eight in New Zealand.

Our ANZ Abilities Network was set up in September 2005 as a support group to support employees and customers with a disability. The Abilities Network now runs programs and events to promote awareness and inclusion for people with a disability.

Some initiatives of the network this year include 'Lets get Wheelistic' events, the annual Star Awards to recognise those who support disability diversity, and The Buddy program for new employees' with a disability.

This year, six leaders have been matched as business mentors with students with disability from various Universities through the Willing and Able Mentoring program. We also funded the Emerge Mentoring Program, a year-long leadership and work readiness program which matches ANZ mentors with young adults with cerebral palsy.

The future

Our goal over the coming year is to provide 230 positions through our traineeships, graduate program and permanent employment to people from disadvantaged backgrounds, including Indigenous Australians, Maori, people with disability and refugees; and support their advancement through mentoring and cultural awareness programs amongst all employees.

We will also continue to improve the support services provided to customers and staff with disability in our premises, products and services, and play a strong advocacy role for people with disability, promoting this through our supply base, and raising awareness of and support for disability more broadly.

2011 results

2011 results

Progress against the current Disability Action Plan

Customers and community

This year our staff with disability are sharing their knowledge and unique insights to help us develop products and services which create a better banking experience for customers with disability. Our award-winning mobile banking application for the iPhone, ANZ goMoney was designed to make it easy for people with vision impairment to use, thanks to the input and advice provided by a vision impaired staff member who was part of the project development team. This approach is now being extended to other product and service developments, including planned updates to internet banking.

  • Close to 2,700 ATMs in Australia are now equipped with an audio-enabling feature and all new ATMs also support wheelchair access with low screens and keypad access.
  • We are making progress with improving the accessibility of our intranet, anz.com and internet banking. ANZ is now complaint with Web Content Accessibility Guidelines (WCAG) 1.0 standards and we are working towards 2.0 standards.
  • In development, is a system on anz.com that enables staff and customers to quickly access accessibility information about our ATMs, branches, products and services.  
  • Additionally, we developed a partnership with Vision Australia to provide micro-loans to assist people to purchase assistive technology like 'JAWS screen reading software' as part of our Progress Loans program.

Employees

  • We have exceeded our target, recruiting 39 people with disability into our business (28 in Australia; 4 in New Zealand and 7 in India). This is against a target of 35 people. The retention rate for employees recruited from 2009-2011 is above 95%.
  • Eight senior leaders have been matched as business mentors with students with disability from Deakin University.
  • All new employees with disability were offered mentor/buddies upon commencement at ANZ with 16 matched with volunteers for the program.This year our Abilities Network organised a 'wheelchair workshop' for our ATM team to help demonstrate some of the challenges people in wheelchairs face in accessing ATMs. The workshop helped to highlight the importance of having accessible products and services for all customers.
  • Our dedicated internal Technology Accessibility helpline and email inbox continues to provide support to people with disability experiencing difficulty with Technology within the bank.

The future

Our goal over the coming year is to provide 230 positions through our traineeships, graduate program and permanent employment to people from disadvantaged backgrounds, including Indigenous Australians, Maori, people with disability and refugees; and support their advancement through mentoring and cultural awareness programs amongst all employees.

We will also continue to improve the support services provided to customers and staff with disability in our premises, products and services, and play a strong advocacy role for people with disability, promoting this through our supply base, and raising awareness of and support for disability more broadly.

 

2010 results

2010 results

Progress against the current Disability Action Plan

Customers and community

  • Close to 3000 ATMs in Australia are now equipped with an audio-enabling feature and all new ATMs also support wheelchair access with low screens and keypad access.
  • An accessibility checklist has been added to the retail product development process to ensure products and services are continually improved with accessibility in mind.
  • Our centralised customer complaints system now has an accessibility category which will enable us to identify and address systemic issues impacting customers.
  • We are making progress with improving the accessibility of our intranet, anz.com and internet banking. ANZ is now complaint with WC3 1.0 standards and we are working towards WC3 2.0 standards.
  • In development, is a system on anz.com that enables staff and customers to quickly access accessiblility information about our ATMs, branches, products and services.
  • We are in the process of updating our sourcing criteria to encourage and develop relationships with businesses that employ and support people with disability.

Employees

  • Over the year we have recruited 38 people with disability across our region, and we have now appointed a dedicated recruiter to support the hiring and onboarding of people with disability. Our disability recruitment target for 2010/2011 is 35 people.
  • In Technology there is now a role that is dedicated to embedding accessibility into our business-as-usual support services. This includes providing an accessibility option to our technology helpdesk that will assist new staff with technology accessibility requirements. A Technology Accessibility Helpline is also available.
  • A ‘Reasonable Accommodation’ kit is available on our intranet 'Max', and provides managers with information to help them support their staff who have a disability to work effectively.
  • We also now have a centrally managed process to address disability related queries from staff. Staff can e-mail diversity@anz.com and have their queries addressed.
  • Mental health awareness and support programs have been a feature in Australia for some time and have now been launched in India and Asia Pacific.

The future

Our goal is to employ an additional 35 people with disability across ANZ's businesses and achieve at least a 75% retention rate for our 2009-11 intakes. We have appointed a dedicated resource in our Global Recruitment division to undertake recruitment, 'onboarding' and provide ongoing support to staff with disability. Our target will also be supported with the establishment of a Toastmasters public speaking group for all abilities to assist with building confidence and disability awareness.

We will also continue to improve the support services provided to customers and staff with disability in our premises, products and services, and play a strong advocacy role for people with disability, promoting this through our supply base, and raising awareness of and support for disability more broadly.

2009 results

2009 results

ANZ's Disability Action Plan, launched in September 2007, continued to provide our strategic direction for increased support and inclusion for customers, staff and other community members with disabilities. This includes the provision of our accessibility services customer hotline by calling 1800 ANZ DAP (1800 269 327).

This year we piloted partnerships with specialist employment agencies to identify potential employees with disability to join ANZ. While we achieved our target to employ an additional 35 people with disability this year, the pilot identified several potential improvements that will be the focus of future action.

The future

Through our pilot partnership with specialist employment agencies and our first hand experience we have identified improvements that we can make to ANZ's support of employees with a disability. We will provide greater education and support for line managers recruiting people with disability and offer more flexible options for employees who need modifications to their workspace.

Our 2010 Corporate Responsibility goals include a target to recruit a further 35 people with disability across our business. We also continue to work towards our broader disability targets as part of our Disability Action Plan.

2008 results

2008 results

In September 2007, ANZ launched its second Disability Action Plan. The Plan outlines ANZ's strategy to increase support and inclusion for customers, staff and other community members with disabilities.

A key achievement since the Plan was introduced has been significant steps towards making information about our products more accessible.

People who have difficulty accessing standard printed material, including customers with a visual impairment can now access nine of our most commonly used product documents in Braille, large print and audio CD format by calling 1800 ANZ DAP (1800 269 327).

The future

We are currently reviewing some of our policies and practices in the area of recruitment. Some of this initial work has enabled us to recruit three graduates with disabilities who will start with us in 2009.

Case study: Disability advocates in our super region

Reena Gunanand is a Senior Officer in ANZ’s Human Resources Support Services team based in Bangalore, India. Reena is also one of the winners of the 2010 ANZ Abilities Star Awards, which recognise people who have supported colleagues and customers with disabilities or helped raise awareness about the issues facing people with disability.

Reena received the Star Award for Outstanding Advocacy for her persistence in increasing awareness among peers and encouraging her team to build a database of 124 resumés of potential employees as targets for recruitment.

Reena says that this award recognises the attitude a person takes, just as much as the particular activities they do:

"I wanted to be a part of an initiative which enabled differently abled individuals the opportunity to realise their potential. With a focused effort we have recruited four individuals into roles at ANZ Bangalore this year alone. This has been possible by encouraging fellow recruiters as well as line managers to include differently abled candidates as a part of the potential talent pool.

“I am proud to be an ANZ employee and part of a movement which further brings our business values to life, and recognises that every individual should be given the opportunity to succeed."

You need Adobe Reader to view PDF files. You can download Adobe Reader free of charge.