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Fair and Responsible Banking

Fundamental to our approach is a commitment to keeping pace with the expectations of our customers, employees and the community, behaving fairly and responsibly and maintaining high standards of conduct.

We have set targets to:

  • Develop and commence implementation of a new Vulnerable Customer Framework to improve the support we provide to customers experiencing vulnerability, by end 2021 (Australia)
  • Design and commence implementation of a human rights grievance mechanism, using the UN Guiding Principles on Business and Human Rights, by end 2021
  • Achieve the 22 commitments (supported by 78 actions) in our Reconciliation Action Plan, by end 2023 (Australia)

We publicly report on our progress against these targets in our ESG reporting.

Culture and conduct

One of our strategic priorities is to deliver a purpose and values-led transformation of the bank.

Banking Code of Practice

We are a signatory to the Australian Banking Association's Banking Code of Practice. The Code provides safeguards and protections that aren't set out in the law. It complements the law and, in some areas, sets higher standards than the law. By adopting the Code, ANZ is making a strong commitment to ethical and transparent behaviour, responsible practices and greater protection for our customers.

Implementation of Royal Commission recommendations and remediation of customers (PDF 1.25MB)

On 21 August 2020, 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.

Dispute Resolution Principles & Model Litigant Guidelines

The Dispute Resolution Principles set out the principles ANZ and its representatives will adopt when managing individual retail and small business customer complaints, disputes and litigation in Australia. The principles incorporate our model litigant guidelines.

Responsible business lending

We seek to assess and manage the social and environmental impacts of our lending decisions through the application of our Social and Environmental Risk Policy (the Policy) and accompanying ‘sensitive sector’ requirements.

Equator Principles

As a signatory since 2006, we have fully integrated compliance with the Equator Principles into our policies and processes. 

Human rights

Our human rights standards guide the way we treat our employees, promote a culture of respect with our customers and suppliers, and contribute to the communities in which we operate. They provide a framework for decision-making that is aligned with stakeholder expectations and reflects developments in human rights, including the United Nations Guiding Principles and the Sustainable Development Goals.

Sustainable procurement

We manage the social and environmental impact of our procurement decisions and work in partnership to influence the performance of our supply chain.