We seek to engage with our stakeholders to strengthen our partnerships with them and enhance our community participation. This is essential, especially during a time when the Bank is focused on rebuilding trust.
Our approach to stakeholder engagement is guided by the AA1000 Accountability Stakeholder Engagement Standard and our Stakeholder Engagement Approach.
We engage with our customers through customer feedback, surveys and workshops, customer representative bodies, complaint channels and external dispute resolution bodies.
Our Customer Advocate function strengthens the Bank’s accountability for fair customer outcomes and offers a more customer-oriented approach.
To deliver sustainable outcomes and financial wellbeing for our stakeholders, first we must understand the expectations of the communities in which we operate.
We engage with members of the community and community organisations through a variety of channels. For example, we participate in community events and forums, are members of industry associations and meet with Non-Governmental Organisations. The insights we gain in the process of our engagement help us continuously improve our products and services in light of evolving community expectations.
The Bank is committed to:
- building a more inclusive and diverse culture;
- supporting flexible work practices;
- providing our people, regardless of gender or sexual orientation, with access to paid leave and other support to assist them with caring and family responsibilities; and
- rewarding our people responsibly.
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 queries and feedback and a dedicated telephone number and email address are provided on the Investor Centre.
The Bank’s 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.
The Audit Committee assists the Board discharge its responsibilities on matters relating to the external reporting of financial information for the Group.
The Group’s Policy on Publicly Issued Documents and Marketing Materials establishes the principles for an approval and verification process for public documents.
All market sensitive information is released to the ASX in compliance with the Bank’s continuous disclosure obligations under the Corporations Act and the ASX Listing Rules.
The Bank has a written policy for complying with its disclosure obligations. The Group Continuous Disclosure Policy was reviewed and updated in March 2019.
Annual General Meeting
The Bank recognises the importance of shareholder participation at our AGM. Shareholders are encouraged to attend and participate. The location of the Bank’s AGM is held in different locations to facilitate shareholder attendance.
The Bank also encourages shareholders to submit questions ahead of the AGM.
The Bank offers direct voting, allowing shareholders who are unable to attend the AGM to vote on resolutions without needing to appoint a proxy to attend or vote on their behalf. Additionally, the AGM is webcast live, enabling shareholders who are unable to attend the AGM in person, to view the AGM online.
Shareholders are encouraged to provide the Bank’s share registry, Link Market Services, with their email addresses, so that the Bank may communicate important information electronically.