The Bank is committed to providing better outcomes for customers, earning back the trust of communities, responsibly rewarding our people and delivering sustainable, long-term value to shareholders.
The Bank engages with customers in numerous ways, including through customer feedback and complaint channels, surveys and workshops, customer representative bodies, and external dispute resolution bodies. Customers can also contact us via phone, electronically or post.
The Group has a customer advocate function to strengthen accountability for fair customer outcomes and offer a more customer-oriented approach to the Group’s business.
Engagement with the Bank’s communities provides insights into improving services and products to meet changing societal needs. The Bank engages with community organisations and members through direct and indirect channels, including external advisory panels, industry memberships, meetings, and support of events and summits.
The Group recognises the value of a diverse workforce and the need for our people to reflect our customers and local communities. The Group is committed to creating and maintaining an inclusive workplace culture that will provide sustainability for the organisation into the future.
This commitment is articulated in the Group’s Diversity and Inclusion Policy and extends to all areas of our business, including recruitment, talent development and identification, appointment to roles, Board appointments, retention of employees, promotions, performance assessment, mentoring and coaching programs, flexible work arrangements, forms of leave available to employees, succession planning, learning and development, and the Group’s other policies and procedures.
The Diversity and Inclusion Policy acknowledges that the Board sets measurable objectives for diversity, including gender diversity. The policy requires the Board to assess those objectives annually, as well as the progress in achieving the objectives.
More information on the Group’s approach to diversity and inclusion is available here, together with copies of the Bank’s Accessibility and Inclusion Plan 2017-2020 and Reconciliation Action Plan 2017-2019.
The Bank seeks to provide shareholders with information that is timely, of high quality and relevant to their investment. The Bank is committed to listening and responding to shareholder feedback.
An investor relations program facilitates two-way communication between the Bank and shareholders, and fosters participation at shareholder meetings. The program incorporates a number of ways in which shareholders can access information and provide feedback.
Key shareholder communications include the Group’s Annual Report, full-year and half-year financial results and quarterly trading updates.
The Bank takes its continuous disclosure obligations seriously. All material information is released to the ASX in compliance with the Bank’s continuous disclosure obligations under the Corporations Act 2001 and the ASX Listing Rules.
The Bank has a written policy for complying with these disclosure obligations. The Continuous Disclosure Policy was reviewed and updated during the 2018 financial year.
Annual General Meetings
The Bank recognises the importance of shareholder participation in meetings. Shareholders are strongly encouraged to attend, and participate in, the Bank’s AGMs. The location of AGMs are rotated between capital cities to facilitate shareholder attendance.
The Bank also encourages shareholders to submit their questions ahead of AGMs, as they provide useful insights into shareholder concerns and enable the Bank to provide relevant feedback.
Shareholders are encouraged to communicate with the Bank electronically and a contact email address is provided on the Investor Centre for this purpose. Shareholders are also encouraged to provide the Bank’s share registry, Link Market Services, with their email addresses, so that the Bank may communicate electronically about relevant matters, including AGMs, Annual Reports and dividend payments. Link Market Service’s contact details are provided on the Investor Centre.