Targets | ANZ

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.

2013 targets

Responsible practices
Improve customer satisfaction and achieve the No. 1 or 2 position amongst major banks in our core markets for our Retail, Commercial and Institutional businesses. Resolve 90% of customer complaints within 5 business days. Implement across Australia our hardship awareness tools, which will help customers in distress by enabling our staff to identify at risk customers, and offer them targeted advice and support. Increase our lower-carbon gas and renewables power generation lending by 15-20% by 2020 (Project and Structured finance specific). Improve our ability to manage social & environmental risks by specialised training for a further 1,000 lending staff; and train 200 senior staff in our Sustainability Leadership Program.

Responsible practices

Improve customer satisfaction and achieve the No. 1 or 2 position amongst major banks in our core markets for our Retail, Commercial and Institutional businesses.
Resolve 90% of customer complaints within 5 business days.
Implement across Australia our hardship awareness tools, which will help customers in distress by enabling our staff to identify at risk customers, and offer them targeted advice and support.
Increase our lower-carbon gas and renewables power generation lending by 15-20% by 2020 (Project and Structured finance specific).
Improve our ability to manage social & environmental risks by specialised training for a further 1,000 lending staff; and train 200 senior staff in our Sustainability Leadership Program.

Education & employment
Improve employee engagement to a target rate of 73% in 2013, with a long term target of 83%. Improve perceptions of “values-based leadership” to 70%, with a long term target of 80%. Achieve a 1% increase in the representation of women in management in 2013, with a medium term goal of 40% and a long term target of 45% representation. Protect the health and safety of our staff by reducing LTIFR by 10% in Australia, 5-10% in New Zealand, and maintaining LTIFR of below 1 per million hours worked in our International business. Further our support for the communities we operate in by volunteering 100,000 hours globally. Help increase the social and economic inclusion of traditionally excluded groups and those from disadvantaged backgrounds, by offering 230 roles through traineeships, graduate program and permanent employment. Play a leadership role in advancing women in society and improving cultural diversity in business through high profile business, government and community partnerships.

Education & employment

Improve employee engagement to a target rate of 73% in 2013, with a long term target of 83%.
Improve perceptions of “values-based leadership” to 70%, with a long term target of 80%.
Achieve a 1% increase in the representation of women in management in 2013, with a medium term goal of 40% and a long term target of 45% representation.
Protect the health and safety of our staff by reducing LTIFR by 10% in Australia, 5-10% in New Zealand, and maintaining LTIFR of below 1 per million hours worked in our International business.
Further our support for the communities we operate in by volunteering 100,000 hours globally.
Help increase the social and economic inclusion of traditionally excluded groups and those from disadvantaged backgrounds, by offering 230 roles through traineeships, graduate program and permanent employment.
Play a leadership role in advancing women in society and improving cultural diversity in business through high profile business, government and community partnerships.

Urban & rural divide
Help increase financial inclusion by introducing mobile phone banking in Papua New Guinea, Vanuatu, Samoa and Solomon Islands with a view to reaching 50,000 customers. Reduce the cost of remittances by increasing customer usage of our lower cost Pacific Money Transfer Card.

Financial capability
Increase reach of Australia’s largest financial education and savings program, MoneyMinded, by a further 40,000 participants. Enrol at least 4,750 people in our Saver Plus program in Australia to achieve our 2014 target of 14,250.

Urban sustainability
Reduce customer paper use by making electronic statements and communications available to Retail and Commercial customers in Australia and New Zealand. Achieve our 2013 environmental targets in Australia and New Zealand: greenhouse gas, premises energy, commercial waste, water, paper and air travel. Establish performance baseline and set a global energy reduction target. Screen, audit and report on the agreement of our key suppliers with ANZ’s Supplier Code of Practice, and report on engagement and remediation activities.

Urban sustainability

Reduce customer paper use by making electronic statements and communications available to Retail and Commercial customers in Australia and New Zealand.
Achieve our 2013 environmental targets in Australia and New Zealand: greenhouse gas, premises energy, commercial waste, water, paper and air travel.
Establish performance baseline and set a global energy reduction target.
Screen, audit and report on the agreement of our key suppliers with ANZ’s Supplier Code of Practice, and report on engagement and remediation activities.