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Corporate Responsibility Report 2006

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Corporate Responsibility Report 2006 About this report This is ANZ’s second Corporate Responsibility Report 02 Message from the Chairman covering our Australian and New Zealand banking operations for the year to 03 Message from the CEO 30 September 2006. It’s also online with more detail at www.anz.com/cr. 04 Our profile The report is designed to inform our stakeholders of how ANZ manages 06 Corporate responsibility highlights its corporate responsibilities (CR) in our everyday business operations. 11 Governance It also details our performance against the goals set out in our 2005 report. 15 Key challenges and opportunities In response to stakeholder feedback we have included divisional reports – 16 Inspiring and engaging our people including our New Zealand operations – to broaden the scope of our reporting 24 Improving financial literacy and illustrate the integration of CR into our business. Key issues such as engaging our employees, financial literacy and inclusion and responsible and inclusion lending are also discussed in detail. 32 Taking the next step on responsible lending The Global Reporting Initiative (GRI) G3 guidelines and the finance sector social and environmental supplements have been used as a reference in the compilation 38 Managing our environmental of this report. A GRI index is included in the online version of the report. impact and supply chain 44 Personal report KPMG has provided an external assurance statement on the key performance indicators in accordance with the International Standard on Assurance 52 Institutional report Engagements ISAE 3000 and AA1000 AS. Assurance statements can be 56 New Zealand report found at www.anz.com/cr. 60 Recognition For more information go to page 53 For more information go to page 45 From left to right: Brendan Wagner, Manager, Elsternwick branch; Maren Lueersen-Stabrin, Senior Relationship Manager, Institutional; Dr Howard Fearn-Wannan, Director – Victorian Board, Habitat for Humanity; Anoop Vaghani, Breakout Consultant; and Huyen Le Thi, Process Stream Manager, Pacific Operational Excellence and her son, Ryan. Living our values delivers significant outcomes for our customers, people, shareholders and communities. For more information go to page 29 For more information go to page 7 For more information go to page 7 For more information go to page 18 From left to right: Vinita Godinho, Head of Personal Division Compliance; Guy Mendelson, Head of Personal Loans; Rick Howe, General Manager Insurance, Investment and Insurance Products; Dawn Dalgarno, Saver Plus Project Worker, Brotherhood of St Laurence; Aranka Buza and her three daughters; Kayla, Shannon and Melanie, Habitat for Humanity program recipients; and Alan Wong, Manager, Melbourne Airport. our approach CHAIRMAN AND CEO REPORTS integrity sustainable chairman’s report A MESSAGE FROM CHARLES GOODE I am this year pleased that our work to improve our social Some achievements at ANZ with which we are pleased include: and environmental agenda and performance is now catching Improved customer satisfaction levels, the best we have seen up with our economic achievements, which have been in a decade particularly strong in recent times. The continued development and expansion of policies to This movement towards a greater balance of staff, customer, facilitate a workplace of greater flexibility, allowing for more community and shareholder interests has been recognised part time work and leave to enable our staff to ‘recharge’ or nationally and internationally. care for others The debate about corporate responsibility has intensified Our financial literacy and other work in the community was during the last 12 months. We have participated in this recognised by the Prime Minister. debate and the Board Governance Committee has guided This year we have put in place systems to help us reduce our ANZ’s developing agenda. direct environmental impact. However, we do have more to ANZ’s values, established more than five years ago, have do to improve how we work with our clients to assist them in proved a sound framework to guide the Group’s approach achieving lower social and environmental impacts. This is a to these issues. complex area, but we need to hasten our efforts. There is also a significant challenge in ensuring our policies, practices and management systems are appropriately applied in our operations outside Australia and New Zealand. This report, our second, uses the Global Reporting Initiative guidelines to illustrate our progress and performance. We have developed it after consultation with non-government organisations and other groups, including shareholders, who are interested in our work. Charles Goode - Chairman 2 ANZ Corporate Responsibility Report 2006 Great organisations are truly unique. We must make it compelling why a customer should deal with us and not with someone else, why the community should trust us, why shareholders should “ invest in us, and why people should devote their working lives to us. We are building a bank and a culture that is not easily replicated. As our foundation with each of our stakeholders advances, and the progress becomes evident, we will then know that we have created a very different bank at ANZ. As we stand, we are well on our way to this end.” John McFarlane, Chief Executive Officer inspire vision chairman’s report A MESSAGE FROM CHARLES GOODE chief executive officer’s report A MESSAGE FROM JOHN McFARLANE We commenced our journey to make ANZ of greenhouse gases, some of our most forums we conducted with stakeholders a very different bank six years ago. important clients are. Those same clients over 2006 – to become more deeply are also major suppliers to our society of and constructively engaged in this issue Our starting point was a determination jobs, electrical power and dollars earned and to contribute to pragmatic change that ANZ would be a role model for how from exports. which recognises Australia’s unique successful corporations work with, and circumstances. behave towards, their staff, customers In some ways, this is a similar situation and communities. to Australia. Our country is not a I also acknowledge there is still more for us to do and this has been particularly We established a set of values and significant contributor to global emission made clear to us by environmental integrated these into our business levels, but our economy is currently non-government organisations this year. strategies and actions, primarily through benefiting greatly – in jobs and income We have heard and understood their a program called ‘Breakout’. Breakout – from the enormous demand for raw concerns and are now seeking to work encourages our people to build strong, materials from countries like Indonesia, more closely with them to improve how responsive and trusted relationships China and India, which are significant social and environmental issues are with all our stakeholders. and growing greenhouse gas emitters. accounted for in our Institutional lending We have made significant gains on This year I decided we needed to do decisions. I expect we will be able to our People, Customer and Community more than largely watch the public report substantial outcomes on these agendas. Our initiatives in these areas discussion. We have: issues across our operations in 2007. have clear momentum – some are become increasingly involved in Finally, I welcome your feedback on this recognised as “best in class”. In this discussions with our clients about their report and thank all our stakeholders, report we provide details of how these efforts to introduce carbon-reducing especially our people, for their programs are delivering real business technologies contributions to the outcomes we value to ANZ and real results for our have achieved this year. stakeholders. We also outline ANZ’s spoken with our national leaders about future challenges and our response to the need to encourage lower demand for the most pressing issues raised with us carbon-emitting energy by our stakeholders in recent years. signalled our willingness to be involved in markets to manage climate risk One topic that has become an increasingly important part of public supported our clients who are investing discussion in our society is climate in energy alternatives change. This is a difficult subject for us This is the beginning of our effort – in as while we are not a significant emitter which we have been encouraged by the John McFarlane - Chief Executive Officer Chairman and CEO Reports 3 our profile STRUCTURE AND STRATEGY Australia Asia New Zealand Cambodia Pacific China American Samoa Hong Kong Cook Islands Indonesia East Timor Japan Fiji Korea Kiribati Malaysia Papua New Philippines Guinea Singapore Samoa Taiwan Solomon Islands Thailand Tonga Vietnam Vanuatu Europe Middle East United Kingdom & South Asia United States of America 4 ANZ Corporate Responsibility Report 2006 Our Aspiration To be the bank with a human face Our Values Put our customers first Perform and grow to create value for our shareholders Lead and inspire each other Earn the trust of the community Breakout, be bold and have the courage to be different A VERY DIFFERENT BANK We announced the sale of our vehicle tried and tested capabilities, positioning ANZ is one of the largest and most fleet leasing and management business, for next growth wave segments and successful banking and financial services FleetPartners – part of our Esanda acquiring selectively where it is value- organisations in Australia and the number subsidiary – to Nikko Principal Investments enhancing and the timing is right. Australia, in September 2006. one bank in New Zealand. We have Lowering our cost-to-income ratio to more than six million customers and are ANZ aims to be recognised in our core below 40%. ANZ aims to reduce its cost- represented in 30 countries worldwide. markets and internationally as a unique to-income by growing revenues faster Our operations in Australia and New company that consistently delivers than costs, as well as targeting further Zealand are the largest contributors to superior returns to all of its stakeholders.
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