How we’re adapting during COVID-19

Life has dramatically changed for our customers, our communities and our people during the COVID-19 pandemic. At ANZ we’ve adapted the way we deliver services to assist our customers and help keep them and our people safe. 

From mid-March we completely changed the way we work, with more than 95% of our staff* working from home while still providing the essential banking services required by the community. This has made it safer for our staff who do need to be in the office, enabling them to practice proper social distancing within our buildings.

Importantly, we’ve relocated and trained more than 500 branch staff to assist with clearing call centre back logs and 300 extra staff to assist customers in Australia contacting us via digital channels.

During a recent webcast with staff, Chief Executive Shayne Elliott shared his view on how ANZ has flexed to help serve our customers during this time: “That's what happens in a good company with good culture in a crisis. People just chip in and are prepared to change their roles, forget what it says on the job description and do the right thing for customers, colleagues and the community.”

Our staff are continuing to work hard to support customers. Since we announced our support packages for retail and commercial customers on 20 March we’ve received 180,000 customers requests for support in Australia and New Zealand and pre-approved $4 billion lending to 35,000 Australian small businesses with existing transactional accounts.

Watch the animation below to see more ways we’ve responded during the COVID-19 pandemic.