Targets

Our Corporate Responsibility (CR) targets have been set to support our business strategy and the long-term commitments set out in our CR framework. We report our progress regularly to our stakeholders via our monthly e-bulletin, interim and annual reports.

2012 targets

Responsible practices

Goal

  • Improve customer satisfaction and achieve the No. 1 or 2 position amongst major banks for our retail, commercial and Institutional businesses in Australia and New Zealand.
  • Resolve 90% of retail customer complaints within 5 business days in Australia.
  • Increase our natural gas and renewables lending to achieve 15-20% growth in our project structured finance of lower carbon energy.
  • Publicly report progress on the implementation, application of and training in our sensitive sector lending policies and human rights statement.
  • Improve employee engagement, including perceptions of “values-based leadership”.
  • Reduce LTIFR in Australia and New Zealand by between 5-10% and continue implementation of our safety and well being programs globally.
  • Assist our Australian customers respond to and manage risks and opportunities as carbon is priced.
  • Implement our Responsible Sourcing Program with a focus on our top 10 highest impact categories and publicly report the progress of our supplier education and auditing strategy.
  • Develop and pilot a program to improve staff understanding of customers in financial difficulty to aid early identification of and assistance to affected customers.

 

Education and employment opportunities

Goal

  • Reach at least 40% representation of women in management; and achieve gender balance and greater cultural diversity in our key recruitment, talent development and learning programs.

 

  • Provide 230 positions through our traineeships, graduate program and permanent employment to people from disadvantaged backgrounds and enhance purchasing criteria to develop more relationships with companies which employ and support people with disability.

 

  • Advance the role of women in society through engagement on key public policy issues, including advocacy for more accessible; affordable and flexible childcare in Australia.

 

 

Bridging urban & rural social & economic divides

Goal

  • Implement mobile phone banking in Papua New Guinea, Vanuatu, Samoa and Solomon Islands in 2012, then in Timor Leste in 2013.
  • Launch the Pacific Money Transfer Card to enable cost effective remittances and sign up 2,800 customers.
  • Support the operation of Microfinance Institutions through measures including lending and placement of skilled volunteers.

 

Financial capability

Goal

  • Report publicly and engage key stakeholders in the outcomes of a strategic review of our Australian financial literacy programs including our future priorities.
  • Reach an additional 30,000 people from low-income and disadvantaged backgrounds with our MoneyMinded financial capability program.
  • Enrol 14,750 people in our Saver Plus program across Australia.
  • Implement a financial inclusion strategy for our business in New Zealand.

Urban sustainability

Goal

  • Maintain carbon neutrality across our global operations.

 

  • Work towards achieving our three year environmental targets in Australia and New Zealand in the following areas:
    • Greenhouse gas
    • Air travel (for internal meetings)
    • Premises energy
    • Paper - Office
    • Paper - Customer
    • Commercial waste
    • Water

 

  • Evaluate the pilot of our revised Environmental Management System and expand to cover two material markets in our Asian business.