When the Victorian bushfires struck in February 2009 we knew our customers needed us to act quickly and compassionately.
ANZ was the first bank to set up an onsite facility in the bushfire affected area, an initiative generated by local ANZ staff. Our Whittlesea Bushfire Relief Centre was mobilised on Wednesday 11 February and was fully operational throughout the weekend, with normal branch operations resuming soon after.
Whittlesea staff on the ground provided internet facilities and supported our customers through advice and assistance regarding applications for ANZ grants and any issues around other products including loans. The team also helped customers with identification needed for Centrelink services and via immediate cashing of DHS cheques.
- ANZ issued around 160 grants to impacted home loan and agribusiness customers valued at around A$1.2 million.
- Our staff donated A$190,000 to the Red Cross via ANZ’s Payroll Giving program with their donations matched dollar for dollar by the company.
- A$11.5 million was collected over the counter from customers and the general public in Australia, while ANZ (New Zealand) raised a further A$48,000 and a further A$630,000 was donated to the Red Cross via our website.
- Our Australian Call Centre was set up to assist the Red Cross through the donation of 600 volunteer hours.
- ANZ donated A$1M to the Red Cross Bushfire Appeal.
FINANCIAL LITERACY AND INCLUSION
ANZ is using its resources and expertise to build the financial knowledge, skills and confidence of our communities, particularly among the most vulnerable.
SAVER PLUS
- More than 4600 participants have enrolled in Saver Plus since the program began in 2004.
- Participants have saved over A$4m in that time.
- Items saved for include: computers, school camps, textbooks, uniforms, music and sports lessons.
- 96% of participants who complete the program met or exceeded their savings goal.
- More than 70% of participants continue to save the same amount or more 2–3 years after completing the program.
- We have enrolled 543 new participants in Saver Plus so far this year.
- We have extended Saver Plus in Victoria with the launch of a new site in partnership with community organisation Jewish Care.
MONEYMINDED
- MoneyMinded is ANZ’s adult Financial Literacy program. It is a comprehensive suite of educational resources for people most in need of financial education.
- MoneyMinded is delivered through eight community partnerships across Australia and New Zealand.
- We are on track to reach our target of 30,000 people participating in MoneyMinded across Australia and New Zealand.
MONEYBUSINESS
- MoneyBusiness is ANZ’s flagship Indigenous Financial Literacy education program. MoneyBusiness was developed in partnership with the Australian Government Department of Families, Housing, Community Services and Indigenous Affairs (FaHCSIA) in 2005.
- MoneyBusiness is being used in remote communities across Western Australia, the Northern Territory and Queensland.
RETAIL CUSTOMER SATISFACTION IN AUSTRALIA AND NEW ZEALAND
- ANZ retail customer satisfaction in Australia has increased from 77.1% in September 2008 to 77.6% in March 2009. We remain ahead of all major banks and second overall.
- ANZ New Zealand retail customer satisfaction is 62%, down 2% on the previous quarter. National Bank (NZ) is at 69%, a 2% increase on the previous quarter.
INTERNET BANKING SECURITY AND NEW ONLINE PRODUCTS
A major upgrade of Internet Banking security is underway to be implemented in October. A recent security enhancement allows ANZ to recall internet banking payments notified to us by customers as potentially fraudulent.
Over 15,000 customers have registered with our new ANZ MoneyManager service, providing customers with a single online view of their financial information together with automated budgeting and reporting tools.
We launched SmartyPig, Australia’s first online savings account which uses social networking sites to help customers save for specific goals. Customers can track their progress via sites such as Facebook and MySpace, and family and friends can securely contribute to the person’s savings goal online.