Our performance on corporate responsibility

ANZ releases a Corporate Responsibility report detailing our economic, social and environmental programs and outcomes. Below is a summary of how we performed on our goals for our people, customers, communities and the environment in 2006. The full report will be available at www.anz.com/cr. from 29th of November.

Putting our customers first

Our aim is to offer our customers clear and tangible reasons why they should deal with us. This means making banking as convenient and simple as possible; providing leading, trusted and responsible financial advice, solutions and services; and investing in the development of our people so that we become known for our customer service and showing the ‘human face' of banking.

We are also focused on understanding the social and environmental issues that impact our customers and society and integrating these into our products and services and business practices and decisions.

This year our retail customers were the most satisfied of all major banks in Australia and we regained our position as the Number 1 Lead Bank for Institutional and Corporate customers in Australia and New Zealand.

Roy Morgan: Customer satisfaction with main financial institution

2006 Goal


Commentary


Perfomance


Continue to improve our customer satisfaction and match the performance of community and regional banks.

ANZ's retail customer satisfaction continues to be well ahead of its major bank peers in Australia at 75.5% (September 2006). Overall, our customer satisfaction decreased by 1.1 percent this year consistent with a decline across the industry according to the Roy Morgan Finance Monitor. Our performance is 4.4 percentage points higher than the sector average and we have also matched or exceeded the customer satisfaction levels of some of the community and regional banks.

During 2006, ANZ also regained its position as the Number 1 Lead Bank for Institutions and Corporate clients according to research by Peter Lee Associates (August 2006).

partially achieved




Meet or exceed the performance standards set out in our 2006 Customer Charter.

This is the fifth year ANZ has been managing and measuring performance on each of the promises in our Customer Charter. We revised the Charter in November last year to include a Responsible Lending Code - a first for banks in Australia. This year we met or exceeded the majority of performance indicators in the new Charter. Our Mortgages business continues to face challenges in meeting our commitment for fast account opening due to unexpectedly high business volume.

partially achieved




Continue to expand our branch and ATM network particularly in high growth areas.

We opened 26 new branches and added 343 new ATMs across Australia.

achieved




Increase environmental and social impact screening of all new transactions and annual client reviews in our Institutional lending business to 100%.

86% of all new Institutional transactions and annual client reviews underwent an social and environmental impact screening this year. This screening now forms part of the credit approval process for all of Institutional's Australian client relationships, with more work required to fully integrate this process into performance management reporting.

partially achieved



2007 Customer Goals

  • Continue to improve our customer satisfaction and match the performance of community and regional banks.
  • Meet or exceed the performance standards set out in our Customer Charter.
  • Maintain our position as No. 1 Lead Bank for Institutional and Corporate customers.
  • Implement our environment and social issues screening process including 100% coverage (product and geography), for all new transactions and annual reviews globally.