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2020 full year esg target update


Each year, ANZ sets public targets which reflect our strategic priorities and respond to our most material environmental, social and governance (ESG) issues. We seek to shape a world where people and communities thrive through our focus on fair and responsible banking and our priority issues of environmental sustainability, housing and financial wellbeing.


Outlined below is our progress on selected ESG targets. For detailed performance information see our 2020 ESG Supplement, available on anz.com/annualreport.


“We have a clear sense of purpose at ANZ which guides our decisions about who we bank, how we behave and what we care about most.”


“Fundamental to ANZ’s approach is a commitment to fair and responsible banking, maintaining high standards of conduct, and keeping pace with the rising expectations of our customers, employees and the community.”


“This time, as difficult as it is, is a real opportunity for us to prove the value we provide to the community.”


- ANZ CEO Shayne Elliott

Many of our customers were impacted by the bushfires in Australia earlier this year - with homes, business, properties and livestock destroyed. 1,815 impacted customers accessed our financial relief package following the fires, and more than $259,000 was provided in direct financial support to approximately 100 home loan and small business customers.



Keeping pace with the expectations of our customers, employees and the community, behaving fairly and responsibly and maintaining high standards of conduct.

RepTrak® community sentiment indicator

has increased to 62.9 (from 58.8 at 30 September 2019). ANZ is ranked second relative to peers.


We have remediated approximately 1.8 million

Australian Retail and Commercial customer accounts in the last 12 months (compared to approximately 1.1 million customer accounts over the 18 months to September 2019).

We have identified improvements

to our internal dispute resolution processes and capabilities. A significant number of these improvements have now been completed, with further improvements on track for completion in 2021.



Supporting household, business and financial practices that improve environmental sustainability.

Since October 2019, we have funded and facilitated $9.08 billion

in sustainable finance transactions including green, social and sustainability bonds, sustainability-linked and green loans, renewable energy and low-emissions transport.


Increased renewable energy use in our Australian operations by 24%

against a 2017 baseline. 


We have engaged with 83 of our largest emitting customers

to support them to establish, or strengthen, their low carbon transition plans.




Improving the availability of suitable and affordable housing options for all Australians and New Zealanders.

More than NZ$12.6 million in interest-free

loans provided to insulate homes for ANZ mortgage holders in

New Zealand since 1 October 2018.

Improved the skills and knowledge of our frontline staff

 to enable them to provide tailored guidance and support to first home buyers.


Since 1 October 2018, we have funded and facilitated AU$1.02 billion

in investment to deliver more affordable,

secure and sustainable homes to buy and rent in Australia.




Improving the financial wellbeing of customers, employees and the community by helping them make the most of their money throughout their lives.

More than 1.07 million people reached

through our financial wellbeing programs MoneyMinded, MoneyBusiness and Saver Plus since 2002, employment and community programs and targeted banking products and services for small business and retail customers.

919 people recruited from under-represented groups

including Aboriginal and Torres Strait Islander peoples, people with disability and refugees since 1 October 2016.


33.4% representation of women in leadership roles

from 32.5% at 30 September 2019.