7 In partnership with Good Shepherd Microfinance since 2005 CUSTOMER COMPLAINTS

7 in partnership with good shepherd microfinance

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7 In partnership with Good Shepherd Microfinance since 2005. CUSTOMER COMPLAINTS 2017 2016 2015 Australia - Total number of customer complaints 212,081 196,597 180,481 New Zealand – Total number of customer complaints 12,930 15,769 17,250 Total customer complaints 225,011 212,366 250,525 Total number of complaints referred by customers to ombudsmen/ external dispute resolution bodies 2,403 2,437 7,813 Total number of complaints referred to Privacy Commissioner 15 14 15 ONLINE USAGE 2017 2016 2015 Australia % of registered internet banking customers that are active users 74% 73% 74% New Zealand % of registered internet banking customers that are active users 3 65% 65% -
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32 FINANCIAL INCLUSION 2017 2016 2015 New Zealand 1 Number of NILS loans provided – cumulative 307 88 42 Number of StepUP loans provided – cumulative 327 175 84 Total number of microfinance loans provided – cumulative 634 263 126 Total value of microfinance loans provided – cumulative (NZ$m) 1.5 0.8 0.4 FINANCIAL HARDSHIP ASSISTANCE 2017 2016 2015 Number of customers who received hardship assistance 19,652 21,303 20,174 Cure rate (percentage of customers with accounts back on track with repayments 30 days after receiving assistance) 90% 88% 86% Cure rate (percentage of customers with accounts back on track with repayments 90 days after receiving assistance) 97% 93% 90% 1 In partnership with Good Shepherd New Zealand, cumulative data since 2014 CUSTOMERS – NUMBERS FINANCIAL INCLUSION 2017 2016 2015 Australia 7 Cumulative number of Australians on low incomes, assisted with microfinance products/services 513,941 449,844 394,277 Number of Australians on low incomes assisted with microfinance products/services 64,097 55,567 58,343 Number of microfinance loans written 26,775 22,886 23,475 Value of microfinance loans written ($m) 28.6 25.6 28.3 Number of microfinance loans written since inception 176,834 150,059 127,173 Value of microfinance loans written since inception ($m) 220.6 192.0 166.4 Value of AddsUP accounts savings matched – cumulative ($m) 1.5 1.2 0.9 Value of NILS loans provided – cumulative ($m) 133.7 112.3 93.7 Value of StepUP loans provided – cumulative ($m) 50.6 44.4 38.3 Value of Microenterprise loans provided – cumulative ($m) 28.5 28.0 27.5 Number of AddsUP accounts matched – cumulative 3,017 2,446 1,750 Number of NILS loans provided – cumulative 153,750 129,417 108,821 Number of StepUP loans provided – cumulative 17,504 15,387 13,294 Number of Microenterprise loans provided – cumulative 1,884 1,854 1,818 Number of customers assisted through Good Money stores TBC 6,204 7,012
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33 OUR PEOPLE We have a global workforce with more than 33,000 employees. Our focus on talent, leadership, performance, capability and culture creates a workplace that’s focused on becoming Australia and New Zealand’s most respected bank. $4.3BN in salaries and superannuation paid 1.4M HOURS of training completed COMMITTED to gender equality (40% - 60% of either gender represented) at all levels of the business, from our executives down, by 2020 We want to be as good with people as we are with money.
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  • Fall '18
  • Customers, Operational risk

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