Annual Report 2019–20 Front Cover: Top to bottom: Teacher and student – Growing Greater Together Campaign, Baby holding mother’s hand – Growing Greater Together Campaign. This spread: Builders on construction site – Growing Greater Together Campaign Chairman and CEO’s Report 4 Our Community 8 Greater Charitable Foundation 14 Financial Report 30 June 2020 20 Annual Report 2019–20 Chairman and CEO’s Report There is no doubt that 2020 is and continues to be a year like no other. While the impacts of COVID-19 have challenged us as an organisation, our solid foundations of financial strength and prudential fiscal management have allowed us to deliver positive results for the 2020 Financial Year. Much of the financial year’s business operations and of customer-facing features are expected to be rolled achievements have been shaped by the ongoing work out in the coming financial year. Apple and Android Pay, to deliver on our vision to be the ‘customer empowered as well as a new website will be significant steps in our bank’. While the ability to service the needs of our transformation journey and will provide an insight to our current, loyal customer base remains critical, it is future digital presentation. equally imperative that in our 75th year of operation we Significant work is continuing on our transformation continue to position our people, processes and system program with the aim of a full migration to the new capabilities to ensure we remain competitive in terms of system forecast to take place from early 2022. product and service delivery and become the preferred bank in our chosen markets. There is little doubt that this has been the most significant project the Bank has undertaken for some Our business transformation process is central to this time; however, we remain focused on the challenge and significant work and investment was undertaken of striking a balance between shifting product and during the year. As project milestones continue to be service offerings to meet the needs of future customers, met and system migration is ultimately completed, while not unnecessarily disrupting existing customers Greater Bank will be well positioned to respond to who are satisfied with what we already offer. a competitive environment where the increasingly complex needs of our regulators and customers are While the digital age will feature strong self-service not only met but also exceeded. capabilities, we are committed to remaining true to who we are and still firmly believe in building personal Our 2020 Annual Report provides an overview of the relationships with our customers. Central to this is our operations and achievements over the past reporting network of branches serving customers across NSW year and how we have performed against our strategy and South-East Queensland. of being a customer-owned and focused financial services provider. Sustainably grow our customer base Strengthen business capabilities Greater Bank today services more than 273,000 customers across a broad geographic base within For 75 years, Greater Bank has been a solidly performing NSW and South-East Queensland. financial institution that has operated to provide banking solutions that meet the growing needs of its Our digital and mobile banking, which has been driven customers and communities. While this underlying by customer demand as well as our growth aspirations, philosophy has and continues to serve us well, we have has allowed us to broaden our reach. Our mobile an ongoing focus on establishing new foundations that lending channels allow us to service customers further will ensure we not only remain relevant but also have the north into Queensland’s Sunshine Coast and south capacity to prosper in the future. to the ACT, while our digital banking platforms allow customers to access their accounts and interact with In the 2020 Financial Year, we continued our investment us anywhere, anytime. in the development and delivery of a core business system that will allow us to continue to provide quality The onset of the COVID-19 global pandemic in March and affordable products and services that keep pace 2020 resulted in a re-evaluation of our growth targets with expectations of our current and emerging markets, as we redirected focus and investment to support as well as access to service delivery channels of choice our existing customers, in particular those who faced where they need it with the view of receiving a solution financial hardship. in a timely manner. More than 1600 customers received financial assistance While much of the Digital Transformation work that through a range of initiatives. These included: has been undertaken to date has centred on the back-end capabilities and building capacity, a series 4 Chairman and CEO’s Report a repayment holiday on current home, business Greater Bank has long built a reputation of consistently and personal loans; providing customers with comfort and security in knowing we are doing the right thing by them. This a reduction of up to 1.00%p.a. for 12 months on was reinforced in May when Greater Bank was named current variable rate business loans; and Australia’s Most Trustworthy Bank for the quarter. The providing business customers with greater flexibility findings were delivered by research platform Glow, to restructure existing lending facilities. which surveyed 1,250 Australians. In addition, credit card customers were offered We know that our customers are, and will continue a six-month pause on repayments and interest. to be, our greatest advocates. Providing outstanding This initiative was recognised by Australia’s leading products and services is not only critical to attracting consumer advocacy group, Choice, awarding Greater new customers, but also to ensure we are meeting, and Bank a ‘Shiny Award’. From almost 700 nominations, exceeding the expectations of current customers with Choice named Greater Bank as one of six businesses the aim of driving the highest levels of satisfaction, and that went above and beyond during the height in turn, customer retention. of the COVID-19 crisis to support their customers Our customer growth strategy resulted in a net growth and communities. of more than 4,000 for the year ending 30 June 2020. Given the continued uncertainty in the community surrounding the pandemic from both a health and Improve organisational efficiency economic perspective, customers experiencing Despite the impacts of COVID-19 in the final quarter, hardship can be assured that we will continue to Greater Bank has posted strong financial results for the support them through this crisis. year ending 30 June 2020, which is again reflective of Our product portfolio was again recognised by the strength, management and operational efficiency consumers and industry experts during the financial of the business. year, with Greater Bank being awarded a number of The group profit result of $23.11 million is below the industry accolades. previous year’s results primarily due to the significant Greater Bank was named the 2020 Customer-Owned investment we again made in Digital Transformation Institution as part of Money magazine’s 16th annual at around $20 million to deliver capabilities to meet Consumer Finance Awards. It was the third consecutive current and future customer needs. year that Greater Bank has been recognised by Money Interest rates are now at an all-time low with the Reserve magazine after receiving Home Lender of the Year in Bank of Australia announcing four reductions in the 2018 and 2019. In determining the award, Greater Bank official cash rate, bringing it down to a record low achieved the highest overall score among customer- of 0.25% by the year’s end. Greater Bank passed owned institutions competing across six individual on to customers 0.74% in interest rate reductions categories, including Home Lender, Personal Lender, during this period. Credit Card Issuer, Money Minder, Investment Lender and Business Banking. While changes in the official cash rate remain an important driver for our interest rates, other factors such The quality of Greater Bank’s product portfolio was as costs associated with funding and servicing loans, also reinforced by Rate City, awarding the Bank and also ensuring we continue to meet regulatory a Gold Award for four products – Great Rate Home responsibilities, must also be considered. It’s also Loan, Investor Ultimate Home Loan, Best Kids Savings important that we consider the conflicting interests Account and New Car Loan. In determining these of both borrowing and depositing customers before awards, Rate City analysed and compared more than making any decision on rate changes. 4,000 products from a variety of lenders and providers. Despite these challenges that we face when This industry recognition is testament to our mission of considering interest rate changes, one distinct delivering quality products that can be tailored to suit competitive advantage we have as a customer- individual customer needs to help them achieve their owned bank is our mutuality. Our profits are not paid financial goals. as dividends to shareholders but are reinvested into our Our commitment and dedication to serving the needs business to provide better value products and services, of customers was also recognised at the 2020 DBM develop our technological platforms to ensure we Australian Financial Awards. Greater Bank received the continue to service our customers well into the future Best Customer Service Award after being rated ‘best in and to foster and support the communities in which class’ by consumers. It is the second consecutive year we operate. Greater Bank has been recognised at these awards Our long-term interests are firmly aligned with the needs after taking out Most Recommended Customer-owned of our customers. It’s how we always have and always Bank in 2019. will continue to operate. The annual event recognises the best of the Australian Our other key reporting metrics for the year ending financial sector by collecting feedback from more than 30 June 2020, include: 80,000 consumers and business owners, based on their experiences with their financial institutions.