FAIR AND RESPONSIBLE BANKING
TARGETS	PROGRESS	COMMENTARY
Create the best experience for our customers, measured by: improving Net Promoter Score relative to peers (Retail, Corporate and Commercial and Institutional customers).		Australia - Retail: ranking increased to 3rd from 4th at end of 20171 - Business and Private Bank: ranking increased to 3rd from 4th at end of 20172 - Institutional: ranking increased to 1st from 2nd at end of 20173 . New Zealand - Retail: ranking of 4th remained steady from end of 20174 - Commercial and Agricultural: ranking of 5th remained steady from end of 20175 - Institutional: ranking increased to 1st from 3rd at end of 20176.
Improve senior leaders’ role modelling of ANZ values by 2% to 74% in 2019.		Perception of senior leaders’ role modelling of ANZ Values has decreased from FY16 by 1% to 71%.
Extend ANZ’s cyber security education and awareness program in 2019 by:
- embedding cyber security information into key business processes (e.g. security tips when establishing new customer accounts) and customer ‘touchpoints’ (e.g. ANZ website); and		We have delivered a range of initiatives embedding cyber security information into key business processes to raise cyber awareness of both customers and staff.
- collaborating with others (e.g. government, universities and industry) to help build a ‘pipeline’ of cyber security professionals and raise community awareness of cyber security.		We participate in industry collaborations to address the skills shortage in cyber security and support a ‘cyber smart’ community.
Implement strengthened due diligence for our Human Rights Standards by end 2019.		Our updated Social and Environmental Risk screening tool was implemented in October 2017 with our updated online Social and Environmental Risk training program rolled out to staff in February 2019. We expanded the pilot of our strengthened human rights customer due diligence to three locations in Asia: China, Indonesia and India. Using the pilot results, we are considering how to embed the strengthened due diligence in our general screening for all locations in FY19. Relevant SDGs :

1. Roy Morgan Research Single Source, Australian population aged 14+, Main Financial Institution, six month rolling average to Sep’18. Ranking based on the four major Australian banks.
2. DBM Business Financial Services Monitor. Base: Business and Private Banking (
3. Peter Lee Associates 2019 Large Corporate and Institutional Relationship Banking survey, Australia.
4. Retail Market Monitor, Camorra Research, Retail, Sep’18 (monthly).
5. Business Finance Monitor, TNS Kantar Research. Base: Commercial ($3m – $150m annual turnover) and Agricultural (>500K annual turnover) customers, Q3’18 (quarterly)
6. Peter Lee Associates 2019 Large Corporate and Institutional Relationship Banking survey, New Zealand, ranked against the Top 4 competitors.

ENVIRONMENTAL SUSTAINABILITY

ENVIRONMENTAL SUSTAINABILITY
TARGETS	PROGRESS	COMMENTARY
Fund and facilitate at least $15 billion by 2020 in low carbon and sustainable solutions including renewable energy generation, green buildings and less emissions intensive manufacturing and transport.		ANZ has funded and facilitated $11.5 billion in low carbon and sustainable solutions since 2015. Relevant SDG's:
By end 2019, ensure emerging issues and leading practices are reflected in the policies and procedures guiding our business lending decisions by:
reviewing and, where necessary, updating our Social and Environmental Risk Policy (including sensitive sector standards); and		We reviewed a set of priority issues and sectors, including measures to reduce carbon emissions, with recommended changes to the policy on track to be approved and published by December 2019.
- amending our risk appetite and customer assessment processes to increase emphasis on climate change risks and management.		Climate change risk has been added to the Group and Institutional Risk Appetite Statements.
Reduce the direct impact of our business activities on the environment by:		Relevant SDG's:
- reducing scope 1 and 2 emissions by 24% by 2025 and by 35% by 2030 (against a 2015 baseline);		Scope 1 and 2 emissions have decreased by 18%, tracking ahead of the required reduction to meet our target.
- increasing renewable energy use in our Australian operations by 13% by 2020 (against a 2017 baseline);		We have entered into a Power Purchase Agreement to ‘off-take’ power from a windfarm under development in Murra Warra (Victoria), due for completion in 2019.
- reducing paper consumption in Australia and New Zealand (office and customer paper use only) by 40% by 2020 (against 2015 baseline);		Paper consumption has decreased by 37%, tracking ahead of the required reduction to meet our target.
- increasing recycling rates in our Australian commercial offices (> 20,000m2 ) by 12% by 2020 (against a 2017 baseline); and		Recycling rate is not progressing as expected and has decreased by 1% since 2017.
- reducing water consumption in our Australian commercial offices (> 10,000m2) by 15% by 2020 (against a 2015 baseline).		Water consumption is progressing slower than expected with a reduction of approximately 4% since July 2015.