2011 targets

Responsible practices

Customers

Goal
Maintain our leadership position on customer satisfaction among the major banks in Australia and improve our performance in New Zealand.
Improve our performance on the Peter Lee and Associates survey of corporate and institutional clients.
Resolve 90% of retail customer complaints in Australia/New Zealand within 5 business days.
Publicly report evaluations and action plans arising from a review of our initiatives to support customers facing financial difficulty, including our Debt Advice and Early Assistance pilots in Australia and customer financial wellbeing initiatives in New Zealand.
Implement products and services to assist clients and customers with the transition towards a lower-carbon economy including increasing the proportion of lending to the renewable energy sector.

Employees

Goal
Achieve an employee engagement score of 68% and implement actions to respond to feedback from our 2010 My Voice Employee Survey.
Engage 120 of our senior executives in a leadership program to identify and make the most of opportunities created by our super regional growth strategy.
Implement employee wellbeing programs and reduce our Lost Time Injury Frequency Rate (LTIFR) in Australia (by 5–10%), New Zealand (by 1–5%) and stay under an LTIFR of 1.0 in India.
Achieve 100,000 hours volunteering globally and undertake skilled volunteering pilots in Australia, the Philippines, Papua New Guinea and Vietnam.
Implement a new approach to payroll giving and achieve 15% employee participation in Australia and New Zealand.

Suppliers

Goal
Develop, implement and report on a Global Sourcing policy and Global Supplier Code of Practice incorporating social, environmental and governance standards.
Continue to implement and report on our program of verification and spot checks for compliance with our sustainability standards among high-risk suppliers.
Enhance the criteria guiding our purchasing decisions, to encourage and develop more relationships with inclusive companies who employ and support people with disability.

Governance

Goal
Continue implementation of our CR framework by developing clear criteria and flagship programs to support each of our priority areas.
Continue implementation of our human rights standards including publicly reporting our progress.
Complete a review of investment portfolios across our business against the guidelines set out in the UN Principles for Responsible Investment.
Implement enhanced social and environmental policies, training and evaluation processes for sensitive sector clients in Asia Pacific.
Continue to develop a strong risk-aware culture across the bank through employee training, proactive governance health checks and implementation of our Global Policy Governance Framework.

 

Education and employment opportunities 

Goal
Increase the proportion of women in management at all levels of the organisation and achieve at least 40% in total by 2011.
Provide 100 additional traineeships to Indigenous Australians and convert at least 65% of those who complete the program to permanent ANZ employees.
Support the advancement of people with disability through a business mentoring program; by employing an additional 35 people with self-nominated disability across our global business; and achieve at least a 75% retention rate for our 2009-2011 intake.
Achieve a 100% completion rate for the 15 participants in our Australian refugee employment pathway program.
Achieve a 2% increase in the number of Māori graduates in our New Zealand internship program.

Bridging urban and rural social and economic divides

Goal
Implement innovative products and services to support social, economic and financial inclusion.
Increase availability of our mobile phone savings and money transfer service in Cambodia to 185 districts and assist customers to save a total of $450,000 by reducing the cost of remittances from urban to regional areas.
Achieve 15% growth in deposits and micro-loans in our Rural banking business in Fiji.
Achieve an above industry average loan-to-deposit ratio for ANZ Rural Bank in Liangping China and extend our agricultural education program to a further 2,000 farmers in the region.

Financial capability

Goal
Reach an additional 30,000 people from low-income and disadvantaged backgrounds with our MoneyMinded financial capability program, adapted where appropriate for local cultures and contexts.
Work with our community partners and the Australian Government to enrol 7,600 people in our Saver Plus program over two years.
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.
Implement targeted initiatives that respond to our Financial Knowledge Survey of the Ngāi Tahu Māori community in NZ.
Conduct and publicly release our latest benchmark research into adult financial literacy in Australia.

Urban sustainability

Goal
Support the design, building and construction sectors in advancing urban sustainability by conducting education sessions at our 6-Star Green Star Global Headquarters.
Maintain our carbon neutral commitment across our operations globally.
Work towards achieving our two-year environmental goals in Australia and New Zealand: Australia New Zealand

Absolute reduction in GHG

 -6% -2%

Premises energy per FTE

 -6% -2.5%

Paper consumed per FTE

 -10% -10%

Water use per FTE

 -10% Est baseline

Waste recycled

 +10% +10%
Implement our revised Environmental Management System in a pilot market in Asia.