At a glance:

• Greater levels of support for our customers facing financial difficulty
• National ‘check-in’ with business customers to better understand the pressures they are facing
• $8 billion in lending available to help small businesses manage in this tough economic environment

In Australia, our dedicated Customer Connect team (1800 252 845) is on hand to offer flexible relief packages for our home loan, credit card, personal loan or small business loan customers who are finding it difficult to meet repayments.

Temporary relief packages have been developed based on what our customers can afford to pay while they get back on their feet. For home loan customers, reduced or deferred repayments for 3 months is the most common form of relief taken up.

We check back with customers regularly to see how they are coping and whether they are able to return to their normal repayment schedules. Extended relief periods of up to 12 months are available for customers who need more time.

Supporting our business customers becomes even more vital in the current economic climate. We contacted over 18,000 business customers in February to understand how they were coping and whether any specific assistance was required to stabilise their financial situation.

Relationship Managers were able to identify potential problems early and put in place appropriate responses.

Support measures range from credit extensions to boost cash flow to loan restructures so customers can manage repayments while continuing to invest sufficiently in their business.

“CUSTOMERS WANT TO KNOW THEIR BANK IS BEHIND THEM IN UNCERTAIN TIMES. CONVERSATIONS SUCH AS THESE CAN HELP TURN AROUND SEEMINGLY INSURMOUNTABLE PROBLEMS VERY QUICKLY.” DAVID HISCO, GROUP MANAGING DIRECTOR, COMMERCIAL BANKING.

ANZ also committed A$8 billion to new and existing small and medium business customers in 2009. The lending will provide the working capital they need to maintain cash flow, support new investments and facilitate international trade.