Our approach - Corporate Responsibility

We commissioned research across a sample of key markets – Australia, Indonesia and China - which showed that despite different cultures, there are strong similarities in consumer expectations of responsible corporations. Being honest and transparent, treating employees fairly, providing responsible products and services, and contributing to local community issues and causes were consistently identified as threshold issues.

Environmental concerns varied across countries and related to local challenges such as fresh water shortages, water sanitation, air quality and traffic congestion.

We also reviewed findings from extensive focus groups undertaken with more than 1,300 customers and 250 staff to develop our new global brand. This brand research found that regardless of age, gender and geography, customers want their bank and bank products to be people-focused and uncomplicated.

In addition, we researched the agendas of governments, NGOs (local and international) and multilateral organisations to understand their respective views on the most pressing economic, social and environmental issues and opportunities facing specific countries and the region more generally. We considered their medium to long-term strategic priorities and assessed where we, as a bank, could make the most constructive contribution.

It was important to engage personally with local stakeholders in some key markets to develop a CR framework that would resonate with our employees, customers, communities, governments and regulators wherever we operate. This became one of the most significant engagement exercises undertaken by the bank.

In addition to day-to-day stakeholder conversations, we formally consulted almost 600 people through face-to-face workshops conducted in seven countries as part of this process.

We listened to people’s concerns for their own lives and communities, and their expectations for a bank that shares their world. Consistent themes emerged:

• As the global financial crisis played out in each of our markets, all stakeholders urged ANZ to grow responsibly by treating our customers and employees fairly and with care; providing the right products and services to meet customer needs; and to take greater account of economic, social and environmental issues in our business decisions.
• Education and employment opportunities are key to changing people’s lives and are highly valued by individuals and in the development priorities of governments throughout the region.
• Bridging rural and urban economic and social divides is perhaps the most significant challenge for many governments and communities, particularly in Asia and the Pacific. Banking access and financial inclusion are key strategies where we can make a difference.
• Supporting and building financial resilience, capability and wellbeing amongst customers and improving access to mainstream products and services for under-served and unbanked communities was considered a key corporate responsibility for banks in every market.
• Improving urban sustainability is an important priority for governments and communities and, increasingly, our customers live in urban centres and are faced with congestion, air quality and sanitation challenges.

The material issues raised through this research and stakeholder engagement process were then analysed and mapped against our business objectives, helping us to articulate our purpose in society and CR priorities.

ANZ's new Corporate Responsibility Framework was released in September 2009. It provides clear direction for our initiatives and investments, allowing flexibility to suit the specific needs of our diverse geographies and markets.

Purpose	Contribution
Individual prosperity	For people: helping to create pathways to security and prosperity through our products and services and innovation education and employment programs for the disadvantaged.
Thriving communities	For local communities: championing the development of local leaders and contributing our skills and resources to help create solutions to important community issues.
Navigating responsible growth	For our business and region: being a role model for responsible business growth and business behaviour and making decisions that balance economic, social and environmental considerations in every market across our 'super-region'.

We have identified the following priorities and long-term commitments to guide our initiatives and investments in the coming years. Our 2010 CR targets will contribute to the achievement of these goals.