2009 Corporate Responsibility Goals - Corporate Responsibility

2009 Corporate Responsibility Goals

Each year ANZ sets specific and measurable goals for key elements of our corporate responsibility agenda. These goals are tracked throughout the year and progress is reported to our Corporate Responsibility (CR) Council, Management Board and ANZ Board on a regular basis. We also report progress to our stakeholders through our CR update and interim and annual CR Reports.

Our goals for 2009 are aligned to three core themes:

Responsible products, services & decisions

Sustainable development

Social and financial inclusion

Goal	Global	Australia	New Zealand	Asia Pacific
Conduct a review of ANZ's approach to responsible retail lending, including the way we offer and market retail credit, to ensure consistency with the principles of responsible money management and use of credit.
Resolve 90% of all customer complaints within five working days and improve customer satisfaction with our complaint resolution processes.
Upgrade Internet Banking security and introduce new online products to assist customers in more effective managing their money.
Ensure consistent social and environmental assessment processes across all client evaluation and credit approval systems in our institutional business.
Integrate social and environmental policy and equator principles requirements into Institutional wholesale credit training.
Implement our new Group Code of Conduct and Ethics, including 100% employee completion of our Code of Conduct and Ethics Declaration training course and agreement with the Code.
Implement an employee values and ethics training program and ensure it is completed by 100% of our senior executives, globally.
Reduce our LTIFR by a further 10% in Australia and New Zealand and continue the implementation of our global health and safety program.
Implement a training program on economically, socially and environmentally responsible sourcing decisions and ensure completion by 70% of category spend managers across ANZ's global operations.
Develop an audit process to track supplier compliance with ANZ sustainability requirements and pilot the process with a high risk supplier.
Develop sustainability sourcing guidelines for six new ANZ spend categories.
Develop two-year environmental footprint targets for 2010 to 2011.

Goal	Global	Australia	New Zealand	Asia Pacific
Implement a strengthened Group Corporate Responsibility Charter.
Implement a Group-wide human rights policy and management system.
Create a new Group-wide corporate community investment fund.
Implement new products and services to assist institutional clients with the transition to a lower carbon economy.
Complete the pilot of our mobile commerce product "WING" in Cambodia and investigate opportunities to extend it to other markets in our region.
Implement a pilot a model for community investment in Asia Pacific.
Review and recommend options to achieve our goal to become carbon neutral in Australia and New Zealand in 2009.
Improve our retail customer satisfaction in Australia and New Zealand.
Maintain our position as the number one lead institutional bank for Australia and New Zealand.
Implement a new approach to understanding and responding to employee feedback and achieve employee engagement levels above industry benchmarks.
Achieve our two-year environmental footprint reduction targets by September 30th 2009 for: 5% reduction in electricity per FTE 5% reduction in water per FTE 10% reduction in waste per FTE 10% reduction in paper per FTE.

Goal	Global	Australia	New Zealand	Asia Pacific
Implement new initiatives to improve the financial inclusion of women, older customers, indigenous Australians, people from different cultural backgrounds and people with disability.
Achieve a 2-3% minimum increase in women in management positions in all major geographies.
Employ an additional 35 people with disability globally including 30 people in Australia.
Employ an additional 100 indigenous trainees.
Increase the reach and impact of our flagship financial literacy and inclusions programs.
Enable our partners to enrol a further 1,500 people in Saver Plus and conduct behavioural research into the success of the program.
Reach 30,000 people with our MoneyMinded financial education workshops.
Together with our community partners, achieve a further 300 participants in our Progress Loans program and complete a full evaluation of the pilot program.
Conduct the second round of financial literacy research in New Zealand.

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