Our approach and performance
Banking depends on trust. Our stakeholders, including governments, regulators, customers, communities and our employees, expect us to grow our business responsibly. This is particularly important as we move through uncertain times, and are faced with worsening economic conditions globally, and we enter and expand in countries where legal and regulatory frameworks are different to those in our traditional markets of Australia and New Zealand.
We have introduced clear governance structures; are improving management of social, environmental and reputation risks and opportunities; are supporting our customers facing hardship; and are contributing to the communities we serve.
Our long-term objective is to make responsible practices the foundation of our decision making. This will include training our people to more deeply understand social and environmental issues relevant to our clients so that together we can effectively manage the risks and maximise opportunities for market differentiation, while promoting a culture of respect for each other and our communities.
About some of our flagship initiatives
- Supporting customers in hardship
Dedicated teams in Australia and New Zealand are helping customers manage and emerge from periods of financial difficulty. Our Customer Connect program has been established to make it as easy as possible for customers facing financial difficulty to get the help they need, when they need it.
Find out how ANZ is supporting customers in hardship.
- Respecting people and communities
We have drawn together a set of standards called ‘Respecting people and communities: ANZ’s approach to human rights’. These standards 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 where we operate.
Find out more about our approach to human rights.
- Supporting our communities
ANZ has made a long term public commitment to invest in the communities in which we operate. In 2012 we contributed around $14.9 million in cash, time, and in-kind services, based upon the internationally recognised methodology for reporting corporate community involvement, the LBG. We also contribute to communities by ‘foregoing revenue’, for example, the cost of providing low or fee free accounts to government benefit recipients, and waiving fees in response to emergencies and hardship. When we include such contributions, our community investment is closer to $69m, of which around $54.1m is foregone revenue.
Find out more about our approach to the community.
- About our Corporate Responsibility governance
- Our approach to risk management
- How we work with our supply chain
- Employee engagement
- Promoting health & safety at ANZ
- ANZ products & services
- About our financial hardship programs
- Improve customer satisfaction and achieve the No. 1 or 2 position amongst major banks in our core markets for our Retail, Commercial and Institutional businesses.
- Resolve 90% of customer complaints within 5 business days.
- Implement across Australia our hardship awareness tools, which will help customers in distress by enabling our staff to identify at risk customers, and offer them targeted advice and support.
- Increase our lower-carbon gas and renewables power generation lending by 15-20% by 2020 (Project and Structured finance specific).
- Improve our ability to manage social & environmental risks by specialised training for a further 1,000 lending staff; and train 200 senior staff in our Sustainability Leadership Program.
Our ability to compete today and sustain growth in the future depends on employing highly skilled, motivated people, equipped to make responsible decisions. This year we continued to emphasize our Values and Behaviors as central to our business strategy as we build a business that delivers responsible growth and prosperity for our customers, shareholders, people and communities.
# The cost of providing low or fee free accounts to government benefit recipients, and waiving fees in response to emergencies and hardship.
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