The Bank works closely and constructively with our wide range of stakeholders which allows us to understand the issues that matter most to them.
The Bank has a dedicated Customer and Community Advocacy team. This team represents the voice of the customer and community within the Bank to improve customer outcomes. They do this by working with the business to:
- improve accessibility and financial inclusion by removing barriers to banking;
- find-and-fix issues that could have a negative impact on customers, including by identifying and eliminating systemic issues/themes;
- provide a helping hand to customers in vulnerable circumstances and being an escalation point for frontline staff;
- improve customer advocacy in decision-making; and
- restore relationships between our people, our customers and our community, particularly through complaint resolution.
The Bank engages with our customers and the community through feedback channels, surveys and workshops, customer representative bodies, and community-based engagement.
To deliver sustainable outcomes and financial wellbeing for our stakeholders, first we must understand the expectations of the communities in which we operate.
We have a program of regular and ongoing engagement with members of the community, through a variety of channels, and use the insights we gain to improve our products and services. This in turn allows us to deliver better outcomes for our customers.
The Bank is committed to:
- building an inclusive and diverse culture;
- supporting flexible work practices;
- providing our people, regardless of their gender, age, sexual orientation, ethnicity or other identities, characteristics or experiences, with access to paid leave and other support to assist them with caring and family responsibilities; and
- rewarding our people appropriately.
The Bank seeks to provide shareholders with information that is timely, of high quality and relevant to their investments. Our investor relations program facilitates two-way communication between the Bank and shareholders. We are committed to listening and responding to shareholder queries, feedback and surveys. Regular updates are provided to the Board so that it has a good understanding of current shareholder views.
The Audit Committee assists the Board to discharge its responsibilities on matters relating to the external reporting of financial information for the Group.
The Group Publicly Issued Documents and Marketing Materials Policy establishes the principles for an approval process for public documents and marketing materials including periodic corporate reports such as the Annual Report, profit announcements, quarterly trading updates and Pillar 3 reports.
All market sensitive information is released to ASX in compliance with the Bank’s continuous disclosure obligations under the Corporations Act and the ASX Listing Rules.
The Group Continuous Disclosure Policy provides the framework for dealing with market sensitive information and seeks to ensure that the Group complies with its continuous disclosure obligations.
Annual General Meeting
The Bank recognises the importance of shareholder participation at our AGM.
More information about our AGM will be released to the ASX and available on our Annual General Meetings website when available.
Shareholders are strongly encouraged to provide the Bank’s share registry, Link Market Services, with their email address so that the Bank can communicate important information efficiently. Link Market Service’s contact details are provided on our website at commbank.com.au/investors.