Annual Report 2017
Commonwealth Bank of Australia | ACN 123 123 124 Contents
Our business 2 Who we are 2 2017 highlights 3 Where our income and profits go 4 Chairman and CEO statement 6 Our strategy 12 Business risks 22
Performance overview 25
Corporate responsibility 39
Corporate governance 49 Our board 50 Our senior management team 52 Our governance 55
Directors’ report 59
Financial report 84
Other information 202 Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 1 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information Our vision is to excel at Our vision excel is to and enhancing securing the financialwellbeingof and businesses people, communities. 2 Who we are
Commonwealth Bank Our vision is a leading provider of integrated financial Our vision is to excel at securing and enhancing the financial wellbeing of people, businesses services. We provide retail, and communities. business and institutional banking and wealth management products Our values and services. We are guided by our values in every interaction with our customers, colleagues and the broader 1 in 3 Australians call community. us their main financial institution. • Integrity • Accountability • Collaboration • Excellence • Service CBA Group
Our strategy Customer focus is the overarching priority of our strategy. To support our customers we invest in four capabilities:
Banking People Vibrant customer-focused culture and people
Technology Application of world-leading technology to financial services
Productivity Productivity and efficiency for better customer service
Financial Strength and flexibility of our strength balance sheet Insurance This strategy enables us to create long-term value for customers, shareholders, our people and the broader community. Securities Investment Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 3 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information 000 , loans for reduction in direct direct in reduction hours of training training of hours Celsius o lending to lending to energy renewable projects 48.5% 2009 since emissions our playing to Committed part in limiting climate change well to below 2 $4.29 dividend per share, fully franked equity on 16.0% return $2.8bn 330 homenew loans 30,000 first Australian buyers home 69% staff working flexibly 39.1 employee per
students School School 881m , total community total investment 574,246 enrolled in Start Smart 326,146 Banking students Launched Teaching Awards $272m 44% management held by roles women 40% Board of Directors are women #1 customer satisfaction internet Retail, Equal in business #1 $9 profit net after tax up (cash), 5% 10.1% Equity Common Tier 1 capital ratio (APRA basis) 1 + 000 , countries 800 , customers customers $3.9bn in taxes largest Australia’s taxpayer across 11 51 employees 800 shareholders hold more millions plus CBA shares through their funds superannuation using digital channels digital using 16.6m customers 6.2m
Customers, shareholders, our people and the performance.our communityfrom benefit all Our people Our Our community Our Our shareholders Our
Our customers Our 2017 highlights 2017 4 Where our income and profits go
In 2017, Commonwealth Bank earned income of $26bn
$16.1bn was spent on: $6.3bn Salaries • we employ 51,800 people in 11 countries • 41,600 are employed in Australia • we employ 1 in every 10 people working in the Australian financial services sector
$4.8bn 24% Expenses • includes payments to 18% more than 5,000 SME partners and suppliers • 90% of our suppliers are Australian businesses • 1,350 branches 15% $3.9bn Tax • we are Australia’s largest taxpayer • our Australian tax expense in FY17 represents around 5% of Australia’s total company tax • we have signed the Voluntary Tax Transparency Code
$1.1bn 4% Loan impairment • the cost of lending across the economy Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 5 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information
almost 800,000 retail shareholders hold hold shareholders retail 800,000 almost CBA hold more millions directly, shares CBA funds superannuation their through shares the average retail shareholder will receive receive will shareholder retail average the year this dividends in $3,820 approximately 75% of profits returned to shareholders to shareholders returned profits of 75% we invest profit back into the business the into back profit invest we customers our for better it make to • • $7.4bn Dividends • Reinvested • $2.5bn From profitFrom of $9.9bn shareholders to quartersthree goes reinvested: is rest the and
29% 10% $26bn In 2017, Commonwealth Bank earned income of In 2017, 6 Chairman and CEO statement
Commonwealth Bank has again delivered strong financial performance, guided by our vision to excel at securing and enhancing the financial wellbeing of customers, shareholders, our people, and the broader community. Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 7 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information Our ratio CET1 on internationally an comparable basis was have so we 15.6%, position our maintained in the top quartile of bank peer international capital rankings. After the financialyear end, in July2017, additional the clarity on provided APRA Australian the for required capital banking sectorhave capital to ratios that strong’. ‘unquestionably considered are major the that is expectation APRA’s Australian banks will operate with a CET1 ratio average benchmark 10.5% of or more 1 January by 2020. generation capital organic strong Our strength financial to commitment and give us confidence that we will meet benchmark. APRA’s As at year end, Liquidity the Group’s Coverage our Net Ratio was 129%, Stable Funding Ratio was 107%, customer deposits provided of 67% funding, and the tenor our of long-term wholesale years. funding was 4.1 Capital and funding and Capital In we maintained 2017 our strength financial to commitment across all capital, funding and metrics. liquidity the AustralianFrom 1 July 2016, (APRA) Authority Regulation Prudential for capital additional hold to requirement came mortgages residential Australian into effect. This regulatory change was the during raising capital our of driver the financial The2016 year. mortgage risk weight basis change ultimately had114 a Common our on impact negative point Equity ratio Tier in 2017. 1 (CET1) continuedWe strengthen to our capital organic through year the during position capital growth, resulting in a CET1 on an APRA basis as at ratio 10.1% of 30 June 2017. basis 41.8%. points, 41.8%. to The credit quality our of loan portfolio was sound and loan impairment expense remained with the low, ratio loanof impairment expense average to gross loans and acceptances at 15 basis points. For the 2017 financial cashForyear, the 2017 net profit wasmillion, $9,881 5% on the up Boardprior determined Your year. a final dividend of $2.30 per share, taking the total dividend $4.29 per to share, up your of In total, $7.4bn 9 cents on 2016. company’s profits is being returnedto shareholders as dividends. Return on equity for the year was 16%. Operating income increased 4%, by excluding the sale our of remaining investment in Visa Inc. This was driven higher 4% by net interest income from higher 5% and activities lending our includes which income banking other trading. and fees lending commissions, insurance and management Funds income was flat. Costs were kept under control, with expenses increasing excluding 2%, by the accelerated amortisation taken as a one-off expense The this Group’s year. cost-to-income ratio on an underlying basiswas reduced furthera by 60 Ownership of Commonwealth Bank is first andforemost with the people of Australia, so when do well we as millionsa company, of Australians also prosper. million customers, returned returned customers, million This year we have especially support ongoing the appreciated of our shareholders: the almost 800,000 shareholders retail who own CBA shares directly, and the millions more who own CBA shares through their funds. superannuation understandWe that many shareholders depend on the income they receive from their investment in Commonwealth Bank, so ouraim deliver is to sector- leading earnings growth and returns, and a stable dividend stream. Delivering for our shareholders Commonwealth Bank also continued play to its role in helping secure a strong economy – as an employment, of enabler business opportunity, security, financial innovation and growth. In 2017, your bankIn 2017, served 16.6 of cash75% profits to our 51,800 employed shareholders, people, and paid $3.9 billion in tax. billion providedWe in new $197 businesses individual and to lending customers help to them grow their businesses and buy a home, insured more than 6 million customers, and helped million customers 1.8 invest for the future. sourced We goods and services worth billion, $4.8 including from morethan 5,000 SME partners and suppliers. Remaining profits were invested back into the business, fund to innovation and growth. 8 Chairman and CEO statement continued
Delivering for our Our performance at a glance customers These sound financial outcomes Total shareholder return 5 years are the result of continued Source: Bloomberg execution of our long-term strategy. The overarching priority 104.8% of our strategy is customer focus, 3 years 20.3% so we are pleased that we ranked number one for retail customer satisfaction and equal first for 1 year 17.4% business customer satisfaction as at 30 June 2017.1 Customer satisfaction is achieved by Dividends Earnings providing customers with the best Fully franked, per share Cash basic earnings per share possible products and services. We 2017 2% 2017 4% believe this is underpinned by four capabilities – technology, people, productivity and strength. Through $4.29 574.4C consistent focus and investment we have built these capabilities over many 2016 $4.20 2016 554.8c years, making them our sources of competitive advantage, as we deploy 2015 $4.20 2015 556.9c them to drive growth over the long-term. Our industry-leading technology 2014 $4.01 2014 532.7c position is a critical competitive advantage. This lead was further strengthened in 2017 with the release Efficiency ratio Margins of innovative digital products and Cost-to-income Net interest margin services for our retail customers, and the application of data and analytics for 2017* 2017 our business customers. 6.2 million customers are now active 41.8% 2.11% users of NetBank, our online banking service, and CommBank, our mobile 2016 42.4% 2016 2.14% banking app. We have won Canstar’s Bank of the Year-Online Banking award 2015 42.8% 2015 2.15% for eight years in a row. Our online channels also provide us 2014 42.9% 2014 2.19% with new opportunities to secure and enhance our customers’ financial *underlying basis wellbeing.
Capital ratio Returns Research undertaken by the retail bank Common Equity Tier 1 (APRA) Cash return on equity shows that one in three Australian households would struggle to access 2017 2017 $500 in an emergency, and more than a third of Australians are spending more 10.1% 16.0% than they earn each month. While we help millions of Australians 2016 10.6% 2016* 16.5% to save, spend and invest, there are millions more who feel uncertain and 2015 9.1% 2015 18.2% anxious about their financial future. We have been working to use our 2014 9.3% 2014 18.7% resources to improve community financial wellbeing more broadly. *Impacted by $5.1bn capital raising
Further detail on financial performance at a Group and business (1) Roy Morgan Research Main Financial Institution unit level can be found in the Performance Overview section. Customer Satisfaction Survey, DBM Business Financial Services Monitor. Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 9 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information Jun 17 3.8% Jun 15 Jun 13 Dissatisfied customers Jun 11 In June 2017, we also completed our In June 2017, entitled potentially customers of review ongoing with connection in refund a to service packages. The vast majority of of identify customers to sought reviews and Planning Financial Commonwealth BWFinancial Advice who may not have received an annual reviewas part of their service with ongoing package their adviser. All assessments have now been customers affected all and completed have now been contacted provide to full refunds with interest. Measures have also been taken improve to our processes prevent to similar issues from occurring in the future. the Australian On 3 August 2017, Analysis Reports and Transaction Centre(AUSTRAC) brought civil proceedings against the bank. The proceedings focus on the use the of bank’s Intelligent Deposit Machines. have beenWe in discussions with AUSTRAC for an extended period and have cooperated fully with their requests. have invested We more than $230 million in our anti-money reporting and compliance laundering processes and systems, and all of complete to required are people our Anti-Money the on training mandatory Counter-Terrorism and Laundering regulatory our take We Act. Financing We seriously. extremely obligations continuously to committed remain AML/ the with compliance our improve CTF Act and will continue keep to AUSTRAC abreast those of efforts. areWe also committed ensuring to that industry standards are raised, to banking the in community trust restore sector this generally. end, we To Bankers’ Australian support the strongly initiatives Banking Better Association implementing to committed have and recommendationsall 21 from the ABA initiated Sedgwick Review into retail bank staff remuneration. the signed both have we Furthermore, Banking and Finance Oath as a mark doing to commitment personal our of everything we can ensure to that the preserves earns and profession banking society’s trust and confidence. Jun 09 Jun 07 9.8% 82.7% Jun 17 independent experts, Deloitte, DLA Deloitte, experts, independent Piper investigate to and the EY, concerns. Having regard all to the of including completed, was that work the independent expert reviews, the is there concluded Board CommInsure no evidence support to the concerns of misconduct. widespread or wilful These reviews and reports were provided APRA to and ASIC. APRA said the investigations were robust, complete and independent. In March, ASIC released the findingsof its CommInsure. into investigations ASIC also found no evidence wilful of or widespread misconduct relating to allegations,key and no breaches of the law in respect claims of handling. CommInsure’s at Nevertheless, request, Deloitte analysed and identified elements improve to opportunities theof claims process improve to the customer experience, and we are now recommendations. the implementing have updatedWe and backdated our heart attack definitions and established a Claims Review Panel that includes review to members independent claims. complex the seventh and final In June 2017, report on the Open Advice Review program was released. The report confirmed that the programto assess advice provided customers to of and Planning Financial Commonwealth Financial Wisdom between 2003 and is nearly complete.2012 Around 8,600 advice assessments were issued to customers and more than 90 per cent have been finalised; and approximately million$31 (including interest) has been offered or paid customers to date. to The program has provided reassurance who customers majority of large the to received appropriate advice and we have since made improvements the to we runway our advice businesses, including raising the skills and advisers for requirements qualification and their managers. Retail bank customer satisfaction Jun 15 Jun 13 Jun 11 Jun 09 Jun 07 This has led the to launch new of Jar, Savings including tools digital Savings Challenge, Spend Tracker which Notifications Transactions and and habits financial good encourage everyday their manage people help finances. The toolsnew have already been used over by 1 million customers and we are now sending out more notifications transaction 420,000 than each day. help our youngerTo customers develop good saving and spending habits at an early age,we have launched a Youth app. The app teaches children the value money of in an increasingly digital and cashless society, and has been downloaded more than 22,000 times since it was launched earlier this year. Business and Private Banking (BPB) is also using our technology advantage Earlier customers. business our help to this year BPB launched an update Dailyto IQ, an insights and analytics dashboard that helps our customers by businesses their grow and manage providing them with insights into their cash performance flow, and customers. 230,000 clients have access Daily to IQ. have usedWe our scale give to small used that insights to access businesses businesses. big to only available be to Our commitment to our customers always to commitment our Despite do our best for every there customer, have been times when we have let our customers down, and we have not met expectations. community’s the During the past year we have continued our focus on learning from these cases. have listenedWe the to experiences of investigated thoroughly customers, our what happened in each instance, put things right when mistakes were made processes policies, changed our and and practices make to sure such mistakes are not made again. Following media allegations of in CommInsure at misconduct commissioned CommInsure 2016, Satisfied customers Satisfied customers 70.5% Source:Roy Morgan Research Retail Main Financial Institution Customer Satisfaction.Excludes neutral responses, “can’t say” and “n/a”. 10 Chairman and CEO statement continued
Delivering for our people In December 2016, we farewelled transparency, greater accountability, David Turner who retired after six years and better clarity of alignment with Ultimately, our people are the key in the role of Chairman and 10 years’ shareholder goals and value creation, driver of customer satisfaction, and service as a Director. We would like and business strategy. of your company’s performance. to thank him for his tremendous contribution over this time. His tenure For more information on the new was marked by decisive leadership, proposed remuneration framework, Our people’s dedication but also compassion and humility. His please see the Remuneration report to our customers and commitment to long-term investment on page 70. to our vision and values and passion for driving diversity gives us tremendous continues to stand us in good stead. Environmental confidence in the Sir John Anderson KBE retired from stewardship Group’s future. the Board in November 2016 after serving over nine years as a Director, We actively consider the during which time he brought expansive environmental impacts of our business knowledge and sound activities, and are committed to To ensure that our people remain judgement to Board deliberations. operating sustainably and making engaged and realise their potential we a positive contribution beyond supported ongoing skills development At the end of June 2017, our long- our core business. and training throughout the year. serving Group Executive, Financial Services and Chief Financial Officer, We recognise that climate change is We also continued to emphasise the David Craig, retired after 11 years of both a risk and opportunity for our importance of a customer-centric unswerving dedication to the best business, for our customers and for culture, including through the launch interests of Commonwealth Bank. the community. of Our Commitments in 2017. Our Commitments summarises our values Rob Jesudason, who previously ran the This month we released our Climate and the behaviours we expect of our Group’s International Financial Services Policy Position Statement. It outlines people, simply and clearly. This will (IFS) and Strategy divisions, assumed our commitment to playing our part in enable us to strengthen trust with the role of Chief Executive, Financial limiting climate change to well below customers, shareholders, regulators, Services and CFO on 1 July 2017. two degrees in line with the Paris suppliers, colleagues and the Agreement, and how we will support communities in which we operate. Coen Jonker, the co-founder and CEO the responsible global transition to net of TYME, and most recently responsible zero emissions by 2050. In 2017 we also continued to enhance for IFS’ digital transformation, has the diversity of our workforce, having been appointed to the role of Group In addition to having the necessary regard to gender, culture, age, sexual Executive, IFS. policies, we have embedded climate orientation and disability. We believe considerations firmly into our lending, that a workforce that mirrors the Further details of the Board and Group investing, and property decision- communities we serve will improve the Executive team’s skills and experience making. are provided on pages 50-56. quality of our decisions, and improve Mandatory environmental, social and our engagement with customers. Changes to executive remuneration governance (ESG) risk assessments are applied to all Institutional Banking At our 2016 Annual General Meeting lending as well as larger loans across the resolution to adopt the Group’s Board and key executive the Group, and there is compulsory FY16 Remuneration Report was not changes ESG lending training for all relevant passed by shareholders. Your Board business bankers and risk executives. has listened intently to and discussed Your Board and Group at length the concerns raised by Additional sustainable and ethical Executive team have shareholders which contributed to this investment options have been added “first strike”. to our product range. We also have a common goal – a Sustainable Property Strategy with In response, your Board has achieving sustainable targets for energy use and carbon undertaken a comprehensive review emission reductions. performance for all of of the Group’s Executive remuneration our stakeholders. strategy, framework and governance, with the objective of providing more Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 11 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information
At CommonwealthAt Bank we are determined drive to better customer outcomes, and so have built reputation remuneration new Group’s the into structure. If passed at our 2017 AGM, reputation will be an important benchmark against which we judge performance. our Board andYour management team are company your evolving to committed ensureto it is future-fit and can continue deliver to outperformance for people our shareholders, customers, and the community. are We also committed doing to all that we can to secure a strong and stable banking Australia. for system support. ongoing your for you thank We AO Livingstone Catherine Chairman 8 August 2017 Narev Ian Officer Executive Chief 8 August 2017 Australia remains a country rich in potential, with strong foundations, and flexibility continued shows economy the in adapting new to circumstances. Bank Commonwealth believe We a have We positioned. similarly is consistent strategy based on customer focus, are we evolving our capabilities in anticipation changes of in customer the and competition preferences, external environment, and we are opportunities growth new creating innovation. and technology through and economy Australian the What Commonwealth Bank also have in nation’s the especially given common, dependence on foreign capital, is the need for a policy environment that provides certainty investors to and that reduces sovereign risk. on reliant heavily is economy Australia’s the strength the of banks, because the is enables growth that credit and capital mostly extended through the domestic banking system. Our relatively small of intensity capital the and population many our of industries also mean that the demand for investment exceeds local savings, so we need overseas capital. The banks are the most critical intermediaries this of capital. have thereforeWe been disappointed theby introduction government of policy which creates uncertainty and which singles out Australia’s largest banks for discriminatory tax treatment through a bank levy. fulfil ourTo role in the economy, Commonwealth Bank must be a organisation, profitable and healthy with the necessary certainty source to funding and capacity invest. also to We need operate to as part a strong of and stable banking system. our and reputation our Ultimately, trust community’s the and customers’ are our greatest assets. and We, the recognise industry, banking broader that we need rebuild to trust, and this is now a critical focus. 39-48. million. million. risk. This year, after 26 years of growth without economic the became Australia recession, longest-running the with economy record. on expansion economic This is the result many of factors, human and natural our including resources and our proximity to centres global of growth. It has also been supported sound by public free encourage to designed policies, innovation promote to and enterprise like Companies employment. and played also have Bank Commonwealth our part in helping secure Australia’s stability, growth and prosperity. Looking ahead We currentlyWe measure and disclose the emissions intensity our of entire business in portfolio, lending and the coming year will be undertaking scenario analysis more to fully climate understand of implications the business. our for change Importantly, the Board has oversight of climate change driven risks as part of the Risk Management Framework. An overview of our new Climate Policy Position Statement and related activities are provided in the Corporate pages on responsibility section We alsorecognise We the importance transparency of and disclosure on climate The bond is backed Australian by renewable and low-carbon assets. As at June 2017, our total lending As at June 2017, energy renewable the to exposure sector billion. was $2.8 This yearwe have arranged billion climate of $1.02 bonds. In March we issued the largest an from bond climate dollar Australian $650 raising bank, Australian 12
Our strategy focuses on creating long-term value for our customers, shareholders and people. Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 13 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information
as dividends since 2001; APRA internationalCommon basis, 15.6% Equity basis; Tier 1 ratio 10.1% deposit67% funded; and Solid credit ratings: AA- Moody’s and / Aa3 Fitch). / AA- (S&P, We areWe Australia’s largest company market by capitalisation, with total assets billion; $976 of have overWe 800,000 shareholders, and have paid out on average annual of 76% profits bank in Australia go real-time; – to free have theWe #1 financial app in Australia, with 30 million logons a week; customers; online active million 6.2 have We Our customers can open a new savings or transaction account online in less than 3 minutes; useWe our extensive data and analytics capabilities enhance to the customer experience; and financial customers’ our protect to security cyber in investments significant made have We interests. on anOur underlying cost-to-income ratio was 41.8% basis, reflecting our focus on cost efficiency; and management consistentlyWe invest in productivity and growth initiatives, with million $681 invested in the and year; financial areWe improving customer convenience and reducing our cost serve to providing by more self-service options. Our 1,350 branchesOur 1,350 are evolving serve to the changing needs million our of 16.6 customers; Thanks the to commitments our of diverse workforce people, we have maintained 51,800 of Our real-time core banking system makes us one the of first banks in the world – and the first our position as: position our areWe an employer choice of for gender equality, with women management of in 44% roles. Putting our customers first is our strategic priority, serving and satisfying them so that they continue to turn to us as their bank of choice. capabilities: key four in invest we support customer, our on the focus To and financialstrength. productivity, technology, people, • • • Our strength lies in our consistent performance, deep expertise and businesses people, why in financial That’s stability. operational long-term and management, and risk communities trust us to look after their financial wellbeing. • • • • • • • continuouslyWe simplify and standardise the way we do things, to achieve better outcomes for our customers and our people and to give us the ability to invest in the future. • • • Our people are central to our success. They are engaged, customer-focused and operate in a culture that emphasises integrity. It is our peoplewho set us apart from peers. our • • applyWe world-class technologies to meet the ever-evolving needs of our customers people. our and • − First in retail customer satisfaction; customer retail in First − satisfaction; customer business in first Equal − − First in wealth for platform satisfaction; and •
Our strategy focuses on creating long-term value for our customers, shareholders and people. It is firmly anchoredto our visionto people, of wellbeing the financial enhancing and securing at ‘excel businesses and communities’. Financial Financial strength Productivity Technology People
Customer focus Our strategy 14 Our strategy continued
Customer focus Our ongoing commitment to enhance financial wellbeing, provide exceptional service, and deliver iconic experiences remains the heart of our strategy. We strive to meet our customers’ needs by providing solutions they value and trust.
Making banking simple With the consistent application of simple and innovative technology and services, we are making banking fast, easy, and secure, no matter how customers choose to bank with us.
Delivering unique digital experiences • The CommBank app and NetBank are continuing to evolve, with customers experiencing many first- to-market innovations that make banking with us easier. From opening accounts on the go, and getting instant receipts when they make a payment, we are delivering an engaging and simple experience for customers wherever, and however they choose to bank; • Bankwest launched real-time mortgage application tracking, which allows customers to track home loan applications from lodgement through to the first repayment. This includes proactive customer notifications about changes to the status of loan applications; and • ASB launched a new mobile-first digital banking experience, making use of real-time information and advanced personalisation capabilities Enabling Agribusinesses to grow for our customers in New Zealand. Making share trading more accessible Our agribusiness customers trust us to continually support them as their businesses go through change. Our Agribusiness Our leading online broking service, Relationship Executives are valued for the industry expertise CommSec, has made it easier and and ideas they provide, helping customers simplify operations, more affordable to trade shares, boost productivity, and grow their businesses. with the cost of trades under $1,000 now halved to $10. We also provide free tutorials, teaching the basics of selecting and managing investments, and the benefits of investment quality and diversification. Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 15 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information We deliverWe home buying help that experiences their Australians achieve property dream. Customers value us for the expertise, support and personalised guidance offer we them through every step of their journey. buying home The home buying experience We striveWe to make our customers the centre of everything that we do, by delivering excellent service, and making them feel recognised, respected and valued with each interaction. Our customers trust do us the to right thing them, by ensuring their money, personal information and privacy are always safe. information customer Protecting areWe constantly upgrading our and back-end customer-facing our ensure to platforms technology safe. remains information customers’ officially launched we year the During the Cyber Security Centre,a global, next capability, defence cyber generation defendto the Group through the management and prevention detection, sophisticatedof cyber threats. Delivering service Delivering excellence year. million free Financial Financial free million
We provided We over 1.7 Health Checks to during customers the Having more relevant interactions relevant more Having Our new customer data analysis system (the Customer Engagement Engine) customers, our understand us helps supporting million have us over to 10 meaningful and relevant interactions. The more we understand our customers, the better we can help them goals. financial their meet Giving Australian businesses access success their enhance analytics to to we releasedIn April Daily a 2017 IQ 2.0, toolkit, insights business world-leading with clients business provides which their enhance to insights customised success. Daily IQ enables our clients optimise identify to opportunities to their cash compare flow, theirkey performance metrics their to industry, identify business risks and discover including customers, their about more and loyalty customer demographics, spending patterns. Designing new toolkits for financial advisors we made the shiftIn 2017 objectives to focuses which planning, financial based aspirations. lifestyle customer’s our on helpWe our customers achieve their can that goals with objectives, personal be tracked and adjusted over time. agribusiness our for Innovating customers In partnership with software developer farmers, bringing are we Figured, bankers our and advisors accountants, collaborative more a for together financial agricultural to approach agribusiness with pilot Our management. clients is trialling the use industry- of accounting cloud-based specific, software. With richer and more up-to- date data that is shared all by parties, we are helping farmers plan ahead in the face uncertainty, of respond to quickly change. conditions when Revising our approach to quality conversations seekWe a deeper understanding of Financial through goals customers’ our Health Checks (FHCs) that help us better identify and meet their needs. million providedWe free over FHCs 1.7 customersto during and the our year, us provide tools conversation enhanced customers more help to information with goals. financial their achieve Every day, our dedicated specialists specialists dedicated our day, Every help guide our customers to make the right decisions to enhance their financial futures. The improvements we have implemented are making meaningful more conversation each personalised. and Providing personalised Providing guidance Making retirement easy madeWe understanding retirement the with customers, our for easier superannuation new of launch statements that offer more personalised and action-oriented content. also We refreshed FirstNet, our secure online and mobile service, ensure to our customers can access investment information and statements when it. need they self-service new options Providing for businesses Loan BetterBusiness the launched We our enabling facility, redraw online funds redraw to customers business whenever, and wherever they choose. the embraced have customers Our capability, with more than of 85% online. completed being now redraws for facilities online launched also We the Market Rate Loan product, allowing their manage to customers business finances digitally, and transact with convenience. in banking Offering self-service markets emerging With our South African fintech company, TYME, and our new self-service kiosks, we are addressing the needs markets emerging in communities of creatingby low-cost access basic to financial services. Customers can now securely open an account and begin transferring money within four minutes. 16 Our strategy continued
Great customer experiences Recognition of our efforts in delivering exceptional service with the power of Albert Our efforts to deliver exceptional Utilising Albert across their 72-strong fleet of commuter and customer service were consistently leisure vessels, SeaLink can now do everything with the one recognised over the financial year: device – ticket selection, printing and payments. SeaLink • We ranked first or equal first among customers receive a better, more flexible experience, leading the major banks for retail customer to greater customer satisfaction. satisfaction, a position we’ve held for 11 out of the past 12 months; • We were also number one for internet banking, and maintained first or equal • Our prioritised and continued Strengthening our accountability focus on clients led our Institutional first position for business customer In August 2016 we established an Banking & Markets division to satisfaction in most key segments; independent Customer Advocate achieve leading positions for overall function, to champion fairness for all • We were first in wealth for overall satisfaction, industry analysis, and customers and provide independent adviser satisfaction. Commonwealth creative ideas and solutions, in a complaint reviews. Specialising in Financial Planning was also survey by Peter Lee Associates; and recognised for exceptional service, helping those who are disadvantaged receiving the CoreData/Professional • In the KangaNews Fixed-Income or face challenging circumstances, Planner Institutionally Branded Research Poll 2017, institutional the Advocate’s work to date includes: Licensee Award for 2017; investors confirmed we provide the i) research and analysis to improve best overall fixed-income research, outcomes for customers in vulnerable and ranked first in nine out of eleven situations, ii) community engagement, categories overall, highlighting the and iii) improving product design value our unique insights and depth of and distribution, and remediation expertise brings to our clients. processes. • Colonial First State Global Asset Management achieved A+ ratings in five of eight categories in the Responsible Investment Association Australasia’s 2016 benchmark of investment managers. We were 1 also awarded the ‘Best Responsible Investor, Asset Manager’ at the 2016 2 3 Asia Asset Management Best of the Best Awards; and We ranked first or equal first among the major banks for retail • Our Indonesian subsidiary, PT Bank customer satisfaction for 11 out Commonwealth, was recognized as of the past 12 months. the ‘The Best Reputation’ bank and We make ‘The Most Reliable’ bank for joint tracking and venture category at the Indonesia Best Banking Brand Award 2016, 1 paying bills held by Warta Ekonomi Magazine. easy We also ranked first or equal first for business customer New features in the satisfaction in all key segments, CommBank App and and FirstChoice was ranked number NetBank mean our one for overall satisfaction customers can easily by financial advisers. capture bills and automate payments, giving them greater visibility, flexibility, and control. Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 17 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information Continuous improvement improving Continuously and innovating what we do and simple things make to customers our for easy and each other. Drive resultsDrive action Initiating and committing to business achieving outcomes taking by for accountability goals. Providing greater workplace workplace greater Providing flexibility for need people’s support our To Flex iCAN our flexibility, greater approach ensures we are able to accommodate the diverse needs of employees, so they can be mobile, focusing whilst accessible, and agile on what is important them. to In the financial of 69% our workforceyear, flexibly. worked Creating indigenous opportunities for opportunities career provide We Islander Strait Torres and Aboriginal school-based including people, student university traineeships, partnerships and internships with community groups. During the year we recruited 54 Aboriginal Strait or Torres employment direct into people Islander Indigenous taking placements, employment our of workforce. 0.8% to Team andTeam culture Inspiring others to demonstrate the valuesGroup’s and working together to create apassionate, performinghigh culture. Judgement Making sound based decisions understandingon analysing business, data and applying sense. common Our People CapabilitiesOur People Our People Capabilities are the skills that support our people in their development, to help them reach their full potential. focus Customer Creating value in each interaction customer and focusing on the total customer experience. Effective communication clearly Communicating and with impact to understanding, ensure and engagement action. to commitment choice Recognised as an employer of have implementedWe a range of the laid have that programs and policies workplace, inclusive an for foundations ensuring by progress significant making our part of is inclusion and diversity approach talent to practices, and by and develop to people our encouraging As initiatives. inclusion and diversity lead a result, we received Employer the 2016 by citation Gender Equality for Choice of Agency. Gender Equality Workplace the Commonwealth Bank and Bankwest were also named Gold employers in Index Equality Workplace Australian the Awards, recognising our efforts to include employees identifying as LGBTI. ASB also received the ‘MBIE Diversity Leadership Award’ for its efforts by Deloitte in December 2016. review performance our Enhancing process process performanceOur review has been enhanced recognise to our vision. our on delivering employees have incorporatedWe an assessment howof we demonstrate our values, manage risk in our roles and measure balanced a using achievement performance scorecard. provide We clear and guidance with people our expectations on what living our values coaching regular encourage and means, to year the throughout conversations behaviours, achievements, support their development and career aspirations.
of our people come from from come people our of of managementof roles are hours training of on average held women by a cultural background other than than other background cultural a Australian per employee per People an are people Our important to asset essential are and us secureto the trust of our stakeholders at all times. strive We be to an employer of choice, and are fully committed to the diversityimproving and safety of our people. 39.1 44% 40% Our vision recognises the important the recognises vision Our role that we have in the economies and communities in which we achieveoperate. our To vision we must earn and retain the trust our of stakeholders, which relies on our genuine and capabilities honesty, concern for their financial wellbeing. Our values, and the common principles set out in ‘Our framework the form Commitments’, conduct, people’s our guides that Embracing actions. and decisions these standards enables all our of stakeholder’s our enhance to people trust, and live our up to vision. Commitment to our people initiatives continueWe make to progress on impact positively will that initiatives customers, the and people, our we that communities and businesses serve. Our focus in these areas has meant that: 18 Our strategy continued
Through the financial year, we invested Building sophisticated analytics in our technology to create new ways for tomorrow for our customers to interact with us, We have built a sophisticated analytics generate efficiencies, and protect and big data capability, to deliver more ourselves and stakeholders from risk. customer value and support better risk Investing in the next generation management. We also appointed a of banking Chief Analytics Officer to oversee the Technology development of our information and In partnership with 40 global banks, analytics capability. We continue to focus on we have continued our investment in R3, a US-based technology Supporting the development the use of technology company leading the world’s largest of leading-edge technologies financial institutions in research and for the benefit of our We have investigated over 39 use development into distributed ledger customers, communities cases for blockchain technology with technology. It promises to help cut our partners since 2016. In the financial and our people, delivering costs, keep things secure, and improve year we launched a cyber security what matters to provide the customer experience, while engineering lab, and created new PhD supporting a robust, safe and trusted the best value. scholarships in partnership with the financial services system. University of New South Wales, to uplift the number of cyber security graduates and professionals in Australia. We have also collaborated with leading universities on a number of research initiatives, to develop: • The world’s first silicon-based quantum computer with the University of New South Wales; • Predictive machine learning to understand and predict customer behaviour, with the University of Technology, Sydney; and • New ways to enhance our customers’ financial wellbeing with Harvard University’s STAR Lab. Leading with world-class data management We invested in our data management technology to ensure that our customer information is secure, that services such as NetBank are continuously available, and that we continue to meet our customers’ future needs and expectations. Our recent data centre modernisation has led to greater levels of security, efficiency and a reduced environmental footprint.
Bringing innovation to life
Our Innovation Labs have been working alongside clients, technology companies and universities to turn ideas into innovative solutions and providing industry thought leadership. We were awarded ‘Best Innovation Centre by Financial Institutions in Australia’ under The Asian Banker Annual Technology Innovation Awards Program 2017. Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 19 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information app; 2017. Camera Pay, Photo-a-bill, Instant Instant Photo-a-bill, Camera Pay, Receipts, and Spend Tracker were all made available on the CommBank Youth app – helpingYouth children under learn earn, how14 to save and with responsibly, money spend the in parents for controls simple app; CommBank Skype a Lender – an Australian first, customers can chat face face to with smartphone, a expert from lenders and tablet; or computer moneybox digital ASB’s Kash, Clever for children, won the Canstar ‘Innovation Excellence Award’ i n Innovation in digital banking digital banking in Innovation services A number standout of features were delivered across our digital ecosystem year: financial the through • • • • of ourof customers pension customers are are customers pension Albert devices have video conferencing and of allof transactions value by been rolled out use digital channels to bank with us with bank to channels digital use ‘Skype a Lender’ discussions able view to their new statements security enhanced with online 150,000 150,000 6.2 million 54% 29,000 85,000 occur digitally occur Facilitating new trade flows new Facilitating partneredWe withWells Fargo and successfully to Cotton Brighann smart trade contract first the complete between two independent banks, technologies emerging the combining blockchain,of smart contracts and Internet Things.of Partnering technology leading with providers recentlyWe partnered with Alipay, online and mobile largest world’s the payment platform, deliver to payment and Australian benefit that solutions Chinese consumers and retailers. travellers Chinese inbound give will This experiences. payment frictionless have alsoWe piloted a new for way our customers securely to verify their identity and enhance their digital addingreputation a on AirTasker, user’s to badge Identified’ ‘CommBank profiles once their details have been authenticated. hackathons technology Hosting During the year we ran hackathons with partners, our universities, Australian and local communitiestest to and simulator Computing learn Quantum innovative design to and technologies, agribusiness real for solutions customer challenges. Participants from across community were the and industries mentored our by experts, and received design, to masterclasses innovation validate, prototype and pitch their ideas.
Online banking, 8 years in a row banking, Mobile 2 years in a row banking Internet (NetBank) Business banking (CommBiz) platform Best feature packed broker (CommSec), years10 in a row
1 Source: Canstar, Finder Innovation, Peter Lee Associates, Money Magazine Money Associates, Lee Peter Innovation, Finder Canstar, Source: #1 #1 #1 #1 # Australia’s leading technology bank Expanding our innovation network Expanding innovation our extendedWe our Innovation Labs outside our of existing network of opened and Kong, Hong and Sydney our doors in London. The Labs provide our with collaboration for home a and partners, customers, business innovation our leveraging researchers, assets rapidly to explore ideas, solve innovative develop and problems, services. and products technology Building Australia’s ecosystem investedWe in Australia’s Internet of Things ecosystem. (IoT) In October, we were the main sponsor for the Everything Global Leadership IoT Summit, a conference that hosted 500 and universities government, industry, attendees. entrepreneurial resilience cyber national Promoting continueWe support to efforts make to safer economy digital Australian the and more resilient. During the year we participated in the Prime Minister’s continue and securitycyber roundtable beto an active advisor government. to wereWe also a founding participant and steering committee member the of Government’s inaugural Joint Cyber Brisbane in launched Security Centre, i n 2017. 20 Our strategy continued
Productivity Embedding agile ways of working Financial In striving to deliver products and Productivity remains services that matter most for our strength critical to our long-term customers, we are increasing the adoption of agile ways of working Our expertise in financial success. We constantly across our businesses. During the year and risk management analyse our businesses, we introduced a new agile delivery ensures we continue to unlock efficiencies, framework, which is enabling our to support individuals, and find new ways to teams to drive greater business speed and innovation. businesses, our reduce turnaround times, Recognition for productivity shareholders, and the minimise errors, and excellence communities in which lower unit costs. • We accepted the CEO of the Year we operate. Award at the 12th annual Process Excellence Week conference, by the Delivering end-to-end digital We strive to build and defend a strong property settlement experiences International Quality and Productivity Centre in July 2016. This is the and dependable franchise, and closely We were the first bank to integrate second time in 12 years the award manage the business for superior with the Property Exchange Australia has been presented to a bank; financial and operational outcomes. (PEXA) settlement platform, giving our As at 30 June 2017 we are the largest customers the certainty of completing • We were awarded the ‘Platinum company on the Australian Securities property settlements digitally, and Award of Excellence in Facilities Exchange (ASX), and are listed on the removing the need for bank cheques. Management’ by Global Facilities MSCI ACWI Index. Management; and Commonwealth Bank and Bankwest Our financial strength • Our efforts to improve efficiency in now process over 25% of settlements We aim to provide shareholders with through PEXA, with over $15 billion of our Indonesian subsidiary PT Bank Commonwealth, were rewarded stable returns, which are achieved property transactions completed on through a resilient balance sheet the platform to date. when we were named ‘The Most Efficient Bank’ for the category and rigorous management of capital, Innovating with efficiency of banks in BUKU 2, at the Bisnis funding and liquidity levels. As one Indonesia Banking Award 2016 in of Australia’s largest employers and We have developed a more cost October 2016. corporate taxpayers, and with more efficient way to innovate through than 800,000 shareholders who directly the CommBank Labs app. The app own Commonwealth Bank shares, is a place where our people’s ideas and the millions more who own shares can come to life, where customers through superannuation funds, we are can try new features and share their 2% proud of the contribution we make to experiences with us. Having our underlying expense growth the Australian economy. customers collaborate with us in an in FY17 efficient and engaging way means we can shape the future of banking together. 41.8% cost-to-income ratio down 60 bps on an underlying basis, through a focus on efficiency and cost management 53% of our investment spend was on productivity and growth initiatives Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 21 6 7 2 3 4 5
Annual Report 2017 1 business overview responsibility governance report report information The Customer Engagement Engine looks million at over 15 customer interactions a day across channels, ensuring we remain highly responsive ourto customers’ needs, and each week, we generate over 100,000 and insights; unique Over 230,000 NetBank and CommBiz users access have 24/7 to through business their about insights Daily IQ. Establishing frameworks to manage material risk types, which business our with consistent are to responsibilities and objectives stakeholders; and customers Optimising risk and return outcomes within our risk appetite, as approved theby Board; Assessing the impact proposed of changes laws, to regulations and and industry codes; Reporting risks the to Board, Risk Executive the Committees, Audit and Committee and within each our of areas. business We operateWe largest Australia’s services financial distribution network. • • management risk Our environment our monitor constantly We assessto the risks in our businesses, and use our expertise manage to these risks and prepare for the potential impacts on our stakeholders. Our approach risk to management seeks balance to risk, returns and customers our of benefit the for growth by: stakeholders, and • • • • One in every two retail trades are CommSec through completed and (non-advised); One in every four new loan home Bank Commonwealth through insured are customers CommInsure. branches, and 4,398 have 1,121 We in Australia.ATMs also We operate branches in 123 ATMs and 427 New Zealand (through and ASB), branches106 ATMs and 166 elsewhere in the world; businesses support Australian We Australia, across institutions and excellence relationship our leveraging services; and products leading and and Our shift the to digital revolution has CommBank the and NetBank meant App now handles total of 54% value. by transactions capability, information real-time Our developed under the Core Banking continues program, Modernisation deliverto tangible benefits for our customers; financial largest Australia’s As services in provider, order make to sense our of extensive data assets, we employ dedicated data engineers help continuously who scientists and improve customer experiences and performance; business • • capabilities distribution Our financial largest the operate We services distribution network in supporting Australia, of millions and wherever whenever, customers however they wish interact to with us. offerings, digital award-winning With we also have the largest physical distribution network in Australia. • • • analytical and information Our capabilities to enables us position unique Our employ a wide range information of management and data analytics that insights develop to capabilities empower our customers. • • Support million 13.8 customers in Australia; for Institution Financial Main the Are Australians; three in one Have the largest market share of earlier stage segments in Australia, and adults young youth, including migrants, and the largest share the of Australian home loan market; and Meet an average over of three retail a customer, per needs product peer our amongst position leading group. is Bank Commonwealth The Australia’s most valuable banking brand, according the to BrandZ Top Most100 Valuable Global Brands rankings. Globally,2017 we ranked 60th most valuable across all industries; Bankwest was named ‘Bank the of in MoneyYear’ Magazine’s annual Awards; Finance Consumer Colonial First State is trusted with over Australia’s of savings $100bn and investments, and FirstChoice was recognised as Australia’s most platform; investment popular Our competitive advantages are are advantages competitive Our this sustaining to complementary include: and performance, franchise Our havea strong We franchise that supports thelargest customer base in services financial sector, Australian the with leading market share in many segments. We: • • • • brands Our With some Australia’s of most recognised and valued brands, we that organisation the consistently are as to turn communities and customers their bank choice. of Our collection of brands have helped identify us for over years,100 reinforcing our position in ensuring individuals businesses and can meet their goals, now and into the future. • • • 22 Business risks
This section describes the risks that could materially impact our ability to serve our customers and/or deliver our strategy, and the actions we are taking to mitigate these risks. These risks are not listed in order of materiality and the section should be read in conjunction with the Notes to the Financial Statements relevant to Risk Management.
Competition The risk and its impact How we are responding and industry Meeting customer needs with • We actively monitor changes in customer preferences, products, disruption innovative solutions and superior technologies and distribution channels and continuously improve experiences is critical to maintaining customer experiences with market leading innovation. high-quality relationships with our customers. • We invest in people and key areas of technology capability that are critical to our value proposition to customers, including As customer expectations cyber-security, digital channels, data and analytics. continue to evolve, competitors are finding alternative ways to deliver • We are investing in emerging technologies such as Quantum financial services, and emerging Computing, Blockchain, and Artificial Intelligence to ensure technologies present new sources that the way we operate and the solutions we provide to our of competitive advantage. A failure customers are industry leading. to recognise and adapt to changing • We invest in productivity to optimise our cost base and continue competitive forces in a timely to remain competitive for our customers. manner could erode our earnings and our market position over the long term.
Business The risk and its impact How we are responding resilience The resilience and continuity of our • We monitor the health of all systems and perform contingency operations is critical to providing planning for disruptions to critical systems and processes. our customers with the products, • We are implementing a number of process and system services and experiences that simplification initiatives through investments in agile capability, they expect. automation and systems resilience. Events driven by our external • We are investing in our technology, processes and people environment, including cyber- capabilities to mitigate the impact of cyber-security risks on attacks, extreme weather our businesses and customers. conditions, natural disasters, war, political instability, pandemics or • Group policies and standards on supplier governance, selection critical failures with our third-party and management and on outsourcing/offshoring are applied to suppliers can significantly disrupt mitigate the risk and impact of third-party disruptions. the systems and processes that • We are improving partnership arrangements to drive greater enable us to serve and protect our alignment between our business and technology partners to customers. Such disruptions can ensure we remain agile in the face of change. affect our trusted relationships with customers, our reputation, and our operating costs. Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 6 7 2 3 4 5 23
Annual Report 2017 1 business overview responsibility governance report report information We areWe investing in our value proposition as an employer, through competitive mobility), and flexibility (including working of ways new benefits and a focus on culture and diversity. including people, our retaining and developing on focus We skill and programs training targeted through management, senior upgrading. areWe creating flexible and innovative workspacesto enable stronger collaboration and foster an innovative culture. areWe building partnerships with leading universities further to developtop talent and are investing in community awareness of potential future skills shortages such as mathematics. areWe assessing how new technologies will impact the future are We businesses. our and economy Australian the for workforce development people long-term our changes into these building capabilityand roadmaps. Our trusted brand and balance sheet strength provide a buffer in times of economic stress and uncertainty. are We strong in the measures of capital, funding and liquidity which enables us to continue lend to our to customers. closelyWe manage the credit quality of our home loan portfolio lender, responsible a As basis. ongoing an on and origination at loan serviceability is important and we apply strong criteria when providing home loans. constantly We review and monitor our lending standards ensure to we maintain prudent lending needs financial customers’ our meet to continue and practices now and in the future. investWe in our risk management capabilities and closely monitor dynamics. competitive and conditions market undertakeWe regular stress tests ensure to that we understand the dynamics of the retail home loan portfolio and how we would expect it perform to under a range of scenarios. Our growth in other lines of business are sources of diversification earningsto and risk exposuresfrom our retail home loan portfolio. We have, andWe continue invest to significantly in our data, analytics and cyber-security capabilitiesbetter to meet evolving customer needs and expectations, and reduce to the potential for data breaches. activelyWe engage with regulators ensure to that there is appropriate governance in place and that evolution in regulation appropriately balances the value of giving customers control of their data, with our duty protect to customers’ privacy and security. continuouslyWe invest in IT system security and identity and confidentiality, the secure to controls management access integrity and availability of our data. they ensure to modules training mandatory undergo people Our understand the importance of data security and their obligations in relation the to data they have access to. How we are responding • • • • • How we are responding • • • • • How we are responding • • • • The risk and its impact The domestic mortgage market is focusa key area for our business, and we continue maintain to a high- quality portfolio. As the largest home loan provider in Australia we are exposed to changes in the home lending market and in house prices. A downturn sustained or significant result could market housing the in in a material increase in mortgage defaults. The risk and its impact The risk and its impact Our people are critical to the success of our strategy and ensuring we are able to continuously find better to ways operate and meet customer needs. A shortage of skills, key a failure continuously people our help to the capabilities, their update emergence of new technologies, and/or a fall in our attractiveness relative other to leading employers, could impact our ability deliver to on our strategy and vision. As Australia’s largest financial financial largest Australia’s As significant a manage we institution, volume of sensitive customerdata and value the trusted relationship we have with our customers. As technology continues evolve, to the threat of cyber-attacks is and sophisticated more becoming greater numbers of third-parties seek access to our customers’ data and remove it from the safety of our systems and firewalls. A failureto ensure this information is kept safe and used in a way that regulators and customers expect, may relationships impact significantly with these stakeholders and the community. broader 10101010010101 00010101010100 Housing market People People capability Data management 24 Business risks continued
Regulatory The risk and its impact How we are responding and policy Regulatory compliance and • We allocate a material proportion of our investment budget to environment involvement in evolving policy regulatory compliance and risk prevention initiatives, and engage discussions are critical to how we with policy makers and communities to advocate for appropriate continue to run our business, and regulatory reform. interact with customers. • We maintain constructive and proactive relationships with The banking industry remains key regulators. subject to ongoing regulatory and policy changes. If we are unable to foresee, advocate for, plan for, and adapt to regulatory change, this could negatively impact our ability to serve customers, and/or our earnings.
Climate The risk and its impact How we are responding change We actively consider the • Under our Corporate Responsibility programs and initiatives, environmental impacts of our we take a long term view to ensure that we do business in a activities and are committed to sustainable and efficient way, and appropriately use our influence operating sustainably and making to enhance environmental outcomes. a positive contribution beyond our • We have implemented frameworks for considering Environmental, core businesses. Social and Governance (ESG) issues in assessing our We consider climate change to relationships with customers and suppliers. We continue to track be a significant long term driver our progress against a range of ESG commitments. of both financial and non-financial • Our Group Environment Policy outlines our objectives of risks. Addressing that risk is core safeguarding the environment, whilst supporting economic growth to our business strategy as climate and development. change has the potential to impact our relationships with customers • Our Climate Policy Position Statement outlines our commitment as they adjust their preferences to playing our part in limiting climate change to well below two and behaviours, our systems and degrees in line with the Paris Agreement and how we will support processes, our costs, and the value the responsible global transition to net zero emissions by 2050. of our loans to affected industries. We are undertaking a scenario analysis to inform our long term climate strategy across our lending, investing, insuring and procuring activities. • We are reducing our own direct impact by monitoring and reducing greenhouse gas emissions and energy use through our Sustainable Property Strategy.
Reputation The risk and its impact How we are responding Our reputation is of critical • We actively focus on improving the transparency of our business importance to us and is directly decisions and engage with our customers, employees and the related to how we run our communities in which we operate to understand their concerns businesses, make decisions, and balance their needs. and communicate with customers • We have embedded the ‘Our Commitments’ framework, which and the communities in which communicates what we expect of our people in applying our we operate. vision and values as a guide for business management and A negative shift in any stakeholder’s decision-making. perception of the Group may • We continue to drive deeper engagement with customers, materially undermine our ability to government and industry groups to ensure we deliver better and advocate for positive outcomes consistently fair outcomes, and remediate issues when we are that align to our vision and values, made aware of them. and our ability to drive long-term performance. It may also affect • We engage with external rating agencies to assist them in forming the cost and availability of funding an opinion on our general creditworthiness, with mechanisms to necessary for the sustainable adjust business settings as appropriate. management of our business.
Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 2525 2 3 4 5 6 7
Annual Report 2017 1 business overview governance report report information responsibility Performance overview 26 Performance overview
Group Financial Performance • Other banking income increased • Loan impairment expense Statutory net profit after tax for the 14% to $5,520 million, including decreased 13% to $1,095 million, year ended 30 June 2017 increased a $397 million gain on sale of the due to lower provisioning primarily 8% on the prior year to $9,928 million. Group’s remaining investment in Institutional Banking and Markets Statutory return on equity was 16.1% in Visa Inc. Underlying income and Business and Private Banking and statutory earnings per share was increased 5% driven by strong partly offset by an increase 577.6 cents, an increase of 7% on the growth in fees and commissions; in Bankwest. prior year. • Funds management income Dividends We report our results on a statutory increased 1% to $2,034 million, This performance has allowed us to and cash basis. The statutory basis is including a 3% unfavourable impact declare a final dividend of $2.30 per prepared and audited in accordance from the higher Australian dollar. share, bringing the total dividend with the Corporation Act 2001 and This reflects a 6% increase in for the year ended 30 June 2017 to Australian Accounting Standards, average Funds Under Administration $4.29 per share, an increase of 9 cents which comply with International (FUA) and 4% increase in average or 2% on the prior year. This represents Financial Reporting Standards (IFRS). Assets Under Management (AUM), a dividend payout ratio (cash basis) The cash basis is used by management partly offset by lower FUA and of 75%. to present a clear view of the Group’s AUM margins; underlying operating results, excluding • Insurance income decreased 1% The final dividend payment will be certain items listed on page 34 that to $786 million with higher claims fully franked and will be paid on introduce volatility and/or one-off resulting in loss recognition of 29 September 2017 to owners of distortions of the Group’s current $143 million, $78 million higher than ordinary shares at the close of business period performance. the prior year, partly offset by 1% on 17 August 2017 (record date). Shares will be quoted ex-dividend Cash net profit after tax (“cash basis”) growth in average inforce premiums; on 16 August 2017. increased 5% on the prior year to • Operating expenses increased $9,881 million. 6% to $11,078 million, including a The dividend reinvestment plan will continue to be offered to shareholders The key components of our result were: $393 million one-off expense for acceleration of amortisation on and this period a 1.5% discount will be • Net interest income increased certain software assets. Underlying applied to shares allocated under the 4% to $17,600 million, reflecting 6% expense growth of 2% was driven plan for the final dividend. growth in average interest earning by staff, technology and investment assets, partly offset by a three spend, partly offset by the continued basis point decrease in net interest realisation of incremental benefits margin. Net interest margin excluding from productivity initiatives; and Treasury and Markets decreased four basis points to 2.09%;
Group Net Profit after Tax Full Year Dividend History (cents per share) NPAT – Cash ($M) DPS (cents) Payout Ratio (“cash basis”) 9 881 9 445 9 127 8 680 420 420 429 401 7 760 7 039 364 6 835 334 320
80% Target 73 2 75 8 75 9 75 1 75 2 76 5 75 0 Range 70%
2011 2012 2013 2014 2015 1 2016 1 2017 2011 2012 2013 2014 2015 1 2016 1 2017
(1) Comparative information has been restated to reflect the change in accounting policy detailed in Note 1 of the Financial Statements. Commonwealth Bank of Australia Our Performance Corporate Corporate Directors’ Financial Other 2727 2 3 4 5 6 7
Annual Report 2017 1 business overview responsibility governance report report information
(1) % 2 5 6 6 1 5 5 9 4 4 6 8 (13) (54) 14 13 20 large Change (50)bpts 2017 574 4 (1) 1
(23) (20) $M 554 8 2016 (199) 141 420 795 FY16 16.5 16.5 (1,256) (3,592) 2,016 9,223 9,445 554.8 4,860 (10,434) 24,747 21,795 13,057 16,935 24,606 1 Full Year Ended 556 9 2015
$M 73 (24) (26) 65 786 429 FY17 16.0 2014 532 7 574.4 (1,095) 9,881 9,928 9,928 (3,927) 5,520 2,034 (11,078) 17,600 23,120 13,832 25,940 26,005
2013 482 1 2012 444 7 EPS – Cash (cents) 2011 438 7
Earnings Per Share (cents per share) per (cents Share Per Earnings 2017 16 0 1 2016 16 5 1 (7) 2015 18 2 (7) (6) 2014 18 7 (5) (4) (2) (6) (7) (3) 2013 18 2 2012 18 4 RoE – Cash (%) Comparativeinformation has been restated reflectto the change in accounting policy detailed in Note 1 of the Financial Statements. Comparativeinformation has been restated reflectto the change in accounting policy detailed in Note 1 of the Financial Statements. includesFY17 a $397 million gain on sale of the Group’s remaining investment in Visa Inc. includesFY17 a $393 million one-off expense for acceleration of amortisation on certain software assets. For the purposes of presentation of Net profit after tax (“cash basis”), policyholder taxon a netbenefit/(expense) basis $32 million (30 June 2017: expense components and million 30 June $101 of expense). 2016: corporate tax expense are shown Non-controlling interests include preference dividends paid holders to of preference shares in ASB Capital LimitedRefer and page to ASB Capital 34 for details. No.2 Limited. Ratios prepared on a cash basis.
Hedging and IFRS volatility Net profit before tax Corporate tax expense Total operating income Total Funds management income management Funds income Insurance experience Investment income Total expenses Operating Total banking income banking Total Non-controlling interests Non-controlling Dividends per share (cents) share per Dividends Earnings per share – basic (cents) Net profit after tax (“cash basis”) Net interest income Group Financial Performance Performance Financial Group Other banking income banking Other impairment expenseLoan Net profit after tax (“statutory after tax basis”) profit Net Return on equity (%) Other non-cash items non-cash Other 2011 19 5 (1)
(2) (3) (4) (5) (6) (7) (1) Group Return on Equity 28 Performance overview continued
Divisional Performance Summary Full Year Ended (1) (“cash basis”) FY17 FY16 Change $M $M % Retail Banking Services 4,964 4,540 9 Business and Private Banking 1,639 1,522 8 Institutional Banking and Markets 1,306 1,190 10 Wealth Management 553 612 (10) New Zealand 973 881 10 Bankwest 702 778 (10) IFS and Other (256) (78) large Net profit after tax (“cash basis”) 9,881 9,445 5 Investment experience after tax (44) (100) (56) Net profit after tax (“underlying basis”) 9,837 9,345 5
(1) Comparative information has been restated to reflect refinements to the allocation of customer balances, revenue and expense methodology including updated transfer pricing allocations, and changes in accounting policy detailed in Note 1 of the Financial Statements.
Retail Banking Services provides Cash net profit after tax was Wealth Management encompasses home loan, consumer finance and $1,639 million, an increase of 8% the Group’s funds management, retail deposit products and servicing on the prior year. This was driven by superannuation, insurance and financial to all Retail bank customers and growth in total banking income and planning businesses, operating non-relationship managed small lower loan impairment expense, partly under the brands of Colonial First business customers. offset by higher expenses. State, Colonial First State Global Asset Management, CommInsure, Cash net profit after tax was Institutional Banking and Markets Commonwealth Financial Planning, $4,964 million, an increase of 9% manages our global relationships with Financial Wisdom and Count. Colonial on the prior year. This was driven by corporate, government and institutional First State administers more than strong growth in total banking income, clients, and provides financial services $146bn of FUA, Colonial First State partly offset by higher expenses and solutions across financial and capital Global Asset Management manages increased loan impairment expense. markets, transaction banking, working more than $219bn of AUM and capital and risk management. Business and Private Banking CommInsure manages more than provides specialised banking services Cash net profit after tax was $2.3bn of inforce premiums. to relationship managed business and $1,306 million, an increase of 10% Cash net profit after tax was Agribusiness customers, private banking on the prior year. This was driven by $553 million, a decrease of 10% on to high net worth individuals and margin strong growth in deposit volumes, the prior year. This was driven by lower lending and trading through our online active management of the lending insurance income and lower investment brokerage service, CommSec. portfolio, lower losses from derivative experience, partly offset by lower valuation adjustments, and lower loan operating expenses. Insurance income impairment expense. declined 13%, with growth in general insurance offset by a lower income Divisional Contribution to Group NPAT protection result in life insurance. Jun-17 Divisional NPAT – Cash ($M) 50
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