2010 performance

Responsible practices

Education & employment

Urban & rural divides

Financial capability

Urban sustainability

Responsible practices

Achieved icon Achieved

Partially achieved icon Partially achieved

Did not achieve icon Did not achieve

Goal	Assessment	Performance
Implement our new CR framework across the Group with a specific focus on programs and initiatives in the Greater Mekong region.	Our Corporate Responsibility Committee, chaired by our CEO, guides implementation of our CR framework. Progress during the year included aligning our CR targets, decisions, initiatives and investments with our priorities. Implementation of the CR framework in the Greater Mekong Region has commenced focusing on employee community engagement initiatives, piloting our partnership with Australian Volunteers International in Vietnam, implementing the Group's Human Rights Standards and consolidating our WING mobile phone banking service in Cambodia.
Implement our revised Human Rights statement across our business.	Our standards "Respecting people and communities: ANZ's approach to human rights," were endorsed by the ANZ Board and Management Board and launched to all staff globally, including in local languages in key markets outside Australia and New Zealand. Stakeholders engaged during the development of our approach were also briefed on the standards. Implementation priorities for 2011 include: enhancing the way we assess our institutional customers for social and environmental impacts; integrating our human rights standards into our Supplier Code of Practice; reviewing our Group-wide Human Resources policies to ensure global consistency, where appropriate, and clear governance processes are in place.
Pilot a debt advice service for retail customers in financial difficulty.	We are piloting a confidential debt advice service offering customers in financial difficulty, direct and timely access to over-the-phone assistance from individual financial counsellors. The service will help customers assess their overall financial situation, prioritise debts, arrange temporary repayment packages and plan the most appropriate course of action. The service is being offered in partnership with respected community organisation, Kildonan.
Implement consistent social and environmental assessment processes and guidance for the evaluation and credit approval of sensitive sector Institutional clients in our Asia Pacific operations.	ANZ is developing an online training programme to enhance the awareness of the social and environmental policies and processes ANZ has put in place to help drive responsible lending decisions. This will be supported by a new social and environmental screening tool which will assist our relationship managers assess clients and transaction against these policies and processes on a consistent basis across our global operations. Both of these are expected to be delivered in early 2010.
Improve our retail customer satisfaction in Australia and New Zealand.	According to Roy Morgan Finance Monitor, ANZ retail customer satisfaction in Australia has increased from 76.5% in September 2009 to 79.9% in September 2010. We remain ahead of all major banks. According to research by AC Nielson, ANZ New Zealand retail customer satisfaction is 54% down from 61% in 2009. National Bank (NZ) is at 66%, up from 61% for the same period in 2009.
Improve our performance on the Peter Lee and Associates survey of corporate and institutional clients.	The Peter Lee and Associates survey of Large Corporate and Institutional Relationship Banking Report was released mid July. ANZ ranked outright No.1 in ‘domestic banking penetration’, No.1 in ‘offshore banking penetration’ and No.1 in ‘overall penetration’ (domestic plus offshore). We are ranked first, or equal first, on 17 of 26 categories, a considerable increase from 9 categories in 2009.
Reduce our Lost Time Injury Frequency Rate in Australia and New Zealand by a further 10% and continue the global implementation of our health and safety system.	The lost time injury frequency rate (LTIFR) has been reducing over the last 5 years at an average rate of 16%. This year an increase was reported in Australia, 2.20 up 13%, and New Zealand 2.20, up 44%. India reported a decrease 0.00 down 100%, from the 08/09 results. The reason for the change in Australia is unclear. In New Zealand the increase is due to a substantial increase in H&S awareness and the need to report incidents. The implementation of the H&S strategy in New Zealand is progressing well. The global implementation of our health and safety system is on track, with occupational health and safety plans implemented in each country across our network.
Achieve an employee engagement score of 69% in 2010.	The 2010 My Voice employee survey was run in May this year, revealing an employee engagement score of 64% and performance excellence score of 68%. The latter measures employee perceptions of our level of commitment to product and service quality for our customers. Our engagement result is slightly down from 66% last year and both results place ANZ below Kenexa's global financial services benchmark (72% for engagement and 73% for performance excellence). Work has commenced on identifying the key areas of focus for ANZ and action planning to respond to the survey results will occur at Group, business unit and team level.
Implement a new Group-wide community investment model and enable staff to contribute 100,000 hours volunteering.	A simple, consistent approach to investing in our communities covering payroll giving, investing, volunteering and disaster relief and recovery was launched in May. This Group-wide approach will ensure all our community investments support issues and causes aligned with our CR framework and priorities. We have recently updated our Group Disaster Relief and Recovery Policy which was effectively implemented to support staff, customers and communities affected by the Christchurch earthquake and other natural disasters across our region this year. We contributed 90,651 hours of volunteering, just short of our target.
Implement our revised sustainable sourcing framework and publicly report on verification, audit processes and spot checks used to assess compliance and corrective actions required.	Global Sourcing has now fully implemented our revised sustainable sourcing framework into New Zealand and Australian operations. Specialist sustainability training was provided for our Global Category Managers in August. We audited four suppliers in the "High Risk" category to verify their compliance to ANZ's Supplier Sustainability Code of Practice. Remedial actions have been identified and we are monitoring the progress of suppliers in addressing these issues.
Implement products and services to assist clients and customers with the transition towards a lower carbon economy.	In Australia ANZ has been involved in a number of schemes that offer lower interest rates for the purchase of a selection of water and energy efficient products. In New Zealand our partnership with the Government’s EnergyWise program provides decreased interest rates to retail customers purchasing energy efficient products for the home – such as insulation and solar heating. We continue to invest in renewable energy projects, including the project financing of wind farms, and also the monetisation of renewable energy credits.
Implement a tailored learning program & tools for Senior leaders and employees to further embed a strong risk management culture across ANZ.	This year we released two learning programs designed to reinforce the message that identifying and managing risk is everyone’s responsibility. The “Leading Risk in our World” program engaged more ANZ’s senior leaders, and ANZ staff at all levels participated in “Understanding Risk in our World.” In total, more than 46,000 staff globally attended our learning program sessions.

Education and employment opportunities

Achieved icon Achieved

Partially achieved icon Partially achieved

Did not achieve icon Did not achieve

Goal	Assessment	Performance
Increase the percentage of women in management across all levels of our business.	The overall percentage of women in management increased from 36.8% at September 2009 to 38.4% in 2011. There was a slight decline of 0.8% at Senior Executive level, while Senior Managers remained steady at 27.6%. At Manager level we had significant improvement, with an increase of 2.3% since September 2009.
Employ an additional 180 Indigenous trainees.	215 Indigenous trainees were recruited exceeding our 2010 target of 180. Our overall completion rate for this years intake is 70% - more than double the national retention rate of 29% for non-trade based Indigenous participants, according to research by the National Centre for Vocational Education Research (Dec 2008). Since the programs inception in 2003, more than 475 young Indigenous have been involved with 218 now employed at ANZ.
Employ an additional 35 people with disability across our global business.	We exceeded our target, for the second year in a row, employing an additional 38 people with disability across our global business. Our second Disability Action Plan was also released.

Helping bridge urban and rural economic and social divides

Achieved icon Achieved

Partially achieved icon Partially achieved

Did not achieve icon Did not achieve

Goal	Assessment	Performance
Complete and release an evaluation of our programs supporting rural financial inclusion in Cambodia (WING).	The 2009 WING Social Impact Report was launched in Cambodia in March by our CEO, Mike Smith. The Report revealed that 56% of WING customers were previously unbanked, and of these 67% are women. 20% live in households where income is less than US$2 per day. We now have over 180,000 customers signed up to use our mobile payments service.
Complete and release an evaluation of our programs supporting rural financial inclusion in the Pacific (Banking the Unbanked).	The United Nations Development Programme released an evaluation of our Banking the Unbanked program in Fiji in April. The report described the success of the program in improving the financial capability and competence of customers, and its affect on household well-being amongst Indigenous Fijian villagers. ANZ has subsequently launched a small loans program for Fijian customers of this program.

Financial capability

Achieved icon Achieved

Partially achieved icon Partially achieved

Ddi not achieve icon Did not achieve

Goal	Assessment	Performance
Work with our community partners and the Australian Government to enrol 7,600 people in our Saver Plus program over two years.	We continue to recruit participants in 60 Saver Plus sites, with over 27% of applicants being referred through local ANZ branches or ANZ direct mail advertising. There have been 3,320 new participants in the program to September, 2010, with the recruitment rate rising now that all agencies and staff are in place. We are on track to reach 7,600 participants by June 2011. ANZ and partners have commenced discussions with FaHCSIA regarding the possibility of ongoing Government funding from 2011-2015.
Reach an additional 30,000 low-income and disadvantaged people with our MoneyMinded financial education program in partnership with community organisations.	In Australia, RMIT University has concluded that there have been 31,910 participants in our MoneyMinded education program to end of September 2010. Around 537 new facilitators have also been trained in this period. 70 Saver Plus workers have been trained as facilitators and have so far delivered MoneyMinded to 2,628 participants in the expanded Saver Plus program. RMIT University has provided final verification of numbers and is compiling a MoneyMinded annual report for the year ending 30 September 2010. In addition, MoneyBusiness (adapted for Indigenous Australian communities) is now being rolled out in 167 communities nationally in a partnership with the Federal Government.
Work with the Brotherhood of St Laurence to write 1,000 new Progress Loans over two years using funding from the Australian Government to pilot new approaches to support long-term financial and social sustainability.	454 Progress Loans have been drawn down so far this year. We are on track to write 1,000 loans by June 2011, with pilots in ANZ distribution channels (branches and telesales) to further build scale over the coming 6 months. 68% of participants are female, with an average loan size of $3,278 (over $1.21 million in loans in total this year).

Urban sustainability

Achieved icon Achieved

Partially achieved icon Partially achieved

Did not achieve icon Did not achieve

Goal	Assessment	Performance
Implement our carbon neutral strategy and become carbon neutral globally in line with the Australian Government’s National Carbon Offset Standard.	ANZ will achieve its commitment to become carbon neutral across our business globally by the end of 2010 by purchasing a range of international carbon offsets. Our original timeframe to achieve carbon neutrality was delayed due to a reshaping of our business and regulatory developments in Australia. However, our commitment will be applied retrospectively from 1 October 2009, thereby achieving our original target. Our commitment to carbon neutrality is aligned with the Australian Government’s National Carbon Offset Standard (NCOS), a voluntary framework that provides accreditation for companies to become carbon neutral.
Work towards achieving our two year environmental goals in Australia and New Zealand:	Over the past year business growth, both organic and through acquisitions, has increased ANZ's environmental footprint. Given this increase, in 2011 we will embark on a significant footprint reduction program delivered through greater engagement and collaboration across our business. We will begin by focusing with dedicated emission reduction programs on the largest areas of impact including data centre and property energy efficiency as well as air travel and paper consumption. We remain optimistic about meeting our two-year targets.
Absolute reduction in GHG	-6% Australia -2% New Zealand
Premises energy per FTE	-6% Australia -2.5% New Zealand
Paper consumed per FTE	-10% Australia -10% New Zealand
Water use per FTE	-10% Australia Baseline New Zealand
Waste recycled	+10% Australia +10% New Zealand
Review our Environmental Management System (EMS) for implementation across our key markets.	The ANZ Group EMS is being reviewed to provide an appropriate framework for the APE&A region to adopt. The revised approach will be piloted in an Asian market in 2011.

2010 performance

Corporate Responsibility

Responsible practices

Education and employment opportunities

Helping bridge urban and rural economic and social divides

Financial capability

Urban sustainability