ANZ's Customer Charter was updated and strengthened in November 2005 to reflect today’s consumer. Our new Customer Charter includes nine commitments to convenient and simple banking and introduces a new responsible lending code – a first for an Australian bank.
The Charter promises are comprehensive and designed to challenge us to deliver superior products and service and a very different banking experience every day. Achieving the target set is definitely not easy, but we know that a focus on the little and big things that matter to our customers is essential to our growth and continued success.
Our performance against these targets is monitored monthly, independently reviewed and reported on annually.
Some highlights of our Customer Charter performance over the past year include:·
- Opening 84 branches on Saturdays and 88 for extended hours on some weekdays (Thursday and/or Friday)
- Installing more than 300 ATMs during the year
- Serving more than 88% of our branch customers within five minutes, and 99% within 10 minutes*
- Our continued investment in community programs aimed at improving the financial literacy of Australians, particularly the most vulnerable and disadvantaged groups
- The only bank in Australia to introduce a responsible lending code.
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| *Based on data from ANZ branches with Q-matic system |