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Fair and responsible banking

Underpinning everything we do is a commitment to fair and responsible banking. We're focused on keeping pace with the expectations of our customers, employees and the wider community, while behaving fairly and responsibly and maintaining high standards of conduct.

 

Focus areas

Supporting customers in need of extra care

We continue to make progress implementing our strategy for customers in need of extra care in Australia. We are focused on product design and data use to improve accessibility and limit harm. We are also strengthening frontline capability and undertaking community and industry engagement.

See more on customers in need of extra care

Banking Code of Practice

We are a signatory to the Australian Banking Association's Banking Code of Practice. The Code sets a high standard of customer service for Australia's banks. By adopting the Code, we are making a strong commitment to ethical and transparent behaviour, responsible practices and greater protections for our customers.

See more on Banking Code of Practice

The Banking Royal Commission recommendations and ANZ's actions

In response to The Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry, we announced 16 commitments in February 2019. They respond to a number of Commissioner Hayne's recommendations and comments and were made to improve the treatment of retail customers, small businesses and farmers across Australia. 

Implementation of The Royal Commission recommendations and customer remediation 

On 9 September 2021, we published an update on the implementation of the recommendations of the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry. It also provides a summary of our remediation work to date.

ANZ Royal Commission commitment update (PDF 1.25MB)

 

ANZ's 2023 Environment, Social and Governance (ESG) Supplement

This report provides detailed information on ANZ's focus on bringing our purpose to life through helping tackle significant societal challenges that are core to our business strategy and matter to society.

2023 ESG Supplement (PDF 5.3MB)

Reporting

2023 ESG Supplement

Detailed information on ANZ's social and environmental sustainability performance and challenges. Released 13 November 2023.

PDF 5.3MB

Social and Environmental Sustainability Target Methodology 

ANZ's Social and Environmental Sustainability Target Methodology. Released 13 November 2023.

PDF 2.0MB

2023 Environmental Performance Report

The 2023 Annual GHG Emissions and Carbon Offset Data Assurance Statement details our global carbon offset data, done by KPMG. Released 31 October 2023.

PDF 284kB

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