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Fair and Responsible Banking

Fair and responsible banking - maintaining high standards of conduct and improving outcomes for our customers - is at the core of our Sustainability Framework.

Our targets

We are seeking to keep pace with the expectations of our customers, employees and the community, behaving fairly and responsibly, and maintaining high standards of conduct. To do this we will:

  • Lead and improve our RepTrak® community sentiment indicator relative to peers
  • Complete a review of ANZ's customer complaints policies and standards by end 2020 to validate the improvement in our internal dispute resolution processes with respect to:
    • recording, management and escalation of complaints; and
    • systemic issue identification and management (Australia)
  • Develop and implement a gambling self-exclusion capability for consumer credit card accounts by end 2020 (Australia)
  • Continue to allocate dedicated resources to customer remediation to improve our processes and ensure that by 2020 we have:
    • decreased the time taken to reimburse customers; and
    • delivered an education program to employees to share 'lessons learnt' from customer remediation and to prevent future remediation from occurring (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 subscriber to the Banking Code of Practice. The Code sets out the standards of practice and service in the Australian banking industry for individual and small business customers, and their guarantors. This is the current version of the Code released on 1 July 2019.

Implementation of Royal Commission recommendations and remediation of customers (PDF 1.62MB)

On 30 April 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 (PDF 296kB)

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 recognise that we have a role to play in supporting our customers to minimise and manage their social and environmental impacts.

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.