ANZ 2023 ESG documents

13 November 2023

Market Announcements Office
ASX Limited
Level 4
20 Bridge Street
SYDNEY NSW 2000

ANZ 2023 ESG Supplement

ANZ Group Holdings Limited (ANZ) today released its 2023 ESG Supplement.

It has been approved for distribution by ANZ’s Ethics, Environment, Social & Governance
Committee.


Yours faithfully,



Simon Pordage
Company Secretary
ANZ Group Holdings Limited




























ANZ Group Holdings Limited
9/833 Collins Street Docklands Victoria 3008 Australia
ABN 16 659 510 791

2023
ESG SUPPLEMENT
Approved for distribution by ANZ’s Ethics, Environment, Social & Governance Committee

SHAPING A WORLD
WHERE PEOPLE AND
COMMUNITIES THRIVE
More than ever, ANZ has shaped
itself as a bank that supports our
customers across 29 markets.
And today, from individuals to
businesses, we continue to build
a bank that helps them achieve
sustainable financial wellbeing.
It’s an uncompromising purpose
that helps our customers make
the most of their world, every day.

Overview and governance 4
Our reporting suite 4
2023 ESG performance snapshot 6
About our business 7
ESG governance and risk management 8
What matters most to our stakeholders 10
Stakeholder engagement 13
Our ESG targets 15
Environmental sustainability 21
Our approach to climate change 21
Financing sustainability 22
Housing 23
Improving the availability of
suitable and affordable housing 23
Financial wellbeing 26
Supporting financial wellbeing 26
Community investment 32
Customer experience 35
Helping customers better manage
their money and save with ANZ Plus 35
Digital banking in the Pacific 36
Supporting customers in need
of extra care and hardship 37
Resolving customer complaints fairly 41
CONTENTS
Information security 42
Scams 42
Cyber security 43
Financial crime 44
Data protection and privacy 45
Ethics, conduct and culture 46
Improving conduct and culture 46
Social and environmental risk management 49
Managing ESG risks and opportunities
in our supply chain 52
Our approach to human rights 54
Contributing to reconciliation in Australia 56
Leading Indigenous transformational
change in Aotearoa New Zealand 57
Our approach to accessibility and inclusion 58
Managing our industry associations and tax 60
Employee wellbeing,
engagement and inclusion 61
Meeting the needs of a changing workforce 61
Wellbeing and engagement 62
Attracting and retaining employees 63
Learning and development 64
Diversity and inclusion 65
Explanatory notes 69
KPMG assurance opinion 70
Acknowledgement of Country and Traditional Owners
ANZ acknowledges the Traditional Custodians of Country
throughout Australia and recognises the continuing connection
to lands, skies and waterways. We pay our respects to Aboriginal
and Torres Strait Islander cultures, and to Elders past and present.
Whakatauākī, ANZ New Zealand’s Proverb
Tākiri-ā-Rangi The expansive universe above
Tākiri-ā-Nuku The beauty of the proceeding lands below
Tākiri Te Awatea A new dawn beckons
Kia Puawai Ki Te Ao A blossoming to the world
Te Kare A Roto E With ripples of compassion and hope for all.
Image: ANZ's Gothic bank branch, Melbourne.
ANZ 2023 ESG Supplement

OUR 2023
REPORTING SUITE
About this report
On 3 January 2023, Australia and New Zealand
Banking Group Limited (ANZ BGL) established by a
scheme of arrangement, a non-operating holding
company, ANZ Group Holdings Limited (ANZ GHL),
as the new listed parent holding company of the
ANZ Group and implemented a restructure to
separate ANZ’s banking and certain non-banking
businesses into the ANZ Bank Group and ANZ
Non-Bank Group (Restructure).
This report provides stakeholders with more
detailed information on ANZ GHL and its subsidiaries
(referred to as “ANZ” or “the Group” or “our”) ESG
performance and challenges.
This report is structured in two sections. The first
outlines our purpose and values; our approach
to ESG governance and risk management; our
approach to the identification and prioritisation
of material issues; our stakeholder engagement
and our ESG targets.
The second section outlines our management of
material ESG issues aligning with our focus areas
of environmental sustainability; housing; financial
wellbeing; customer experience; information
security; ethics, conduct and culture; and
information on employee wellbeing and inclusion.
Frameworks
Our Self-assessment Index for the United Nations
Principles of Responsible Banking; comparative
performance data, including Equator Principles
data; and our United Nations Guiding Principles
Reporting Framework index are contained in our
separate 2023 ESG Data and Frameworks Pack
available at anz.com/esgreport.
This report has been prepared in accordance with
the Global Reporting Initiative (GRI) 2021 Standards.
A complete GRI Index is available in our 2023 ESG
Data and Frameworks Pack. We have considered
aspects of the Sustainability Accounting Standards
Board (SASB) Standards.
Additional information can also be found in
the Financed Emissions Methodology and the
Social and Environmental Sustainability Target
Methodology available at anz.com/esgreport.
Assurance
KPMG has performed limited assurance with
respect to this ESG Supplement and the ESG Data
and Frameworks Pack, in accordance with the GRI
Universal Standards. A copy of KPMG's independent
limited assurance report is on pages 70-71.
Boundaries
This report covers all ANZ operations over which,
unless otherwise stated, we have control for the
financial year commencing on 1 October 2022 and
ending 30 September 2023. Monetary amounts in
this document are reported in Australian dollars,
unless otherwise stated.
Reporting suite
We produce a suite of reports to meet the needs
and requirements of a wide range of stakeholders
including shareholders, customers, employees,
regulators, non-government organisations and
the community.
This ESG Supplement complements our 2023
Annual Report available at anz.com/annualreport.
Our 2023 Climate-related Financial Disclosures,
subject to limited assurance by KPMG, describes our
progress towards implementing our Climate Change
Commitment and Environmental Sustainability
Strategy, in accordance with the Task Force on
Climate-related Financial Disclosures (TCFD) 2017
recommendations. ANZ joined the Net-Zero Banking
Alliance (NZBA) in 2021 and the report sets out how
we are taking action in line with this commitment.
The report is available at anz.com/esgreport.
Our 2023 Corporate Governance Statement
discloses how we have complied with the Australian
Securities Exchange (ASX) Corporate Governance
Council’s ‘Corporate Governance Principles and
Recommendations – 4th edition’ and is available
at anz.com/corporategovernance.
We are continually seeking to improve our
reporting suite and welcome feedback on this
report. Please address any questions, comments
or suggestions in relation to this report to
corporate.sustainability@anz.com.
You can trace our approach to
human rights throughout this
report using this symbol
2023 Annual Report
anz.com/annualreport
2023 ESG Supplement
anz.com/esgreport
2023 ESG Data and Frameworks Pack
anz.com/esgreport
2023 Climate-related
Financial Disclosures
anz.com/esgreport
2023 Modern Slavery Statement
anz.com/esgreport
2023 Corporate
Governance Statement
anz.com/corporategovernance
2023 Voluntary Tax
Transparency Report
anz.com/annualreport
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
4

DISCLAIMER & IMPORTANT NOTICES
The material in this report contains general background
information about the Group’s activities current as at
9 November 2023. It is information given in summary
form and does not purport to be complete. It has a
sustainability focus and does not reflect the totality
of the Group’s business activities. For a more complete
overview of the Group’s business, see the ANZ Annual
Report available at anz.com/shareholder/centre/.
It is not intended to be and should not be relied upon
as advice to investors or potential investors, and does
not take into account the investment objectives, financial
situation or needs of any particular investor. These should
be considered, with or without professional advice, when
deciding if an investment is appropriate.
Forward-looking statements
This report may contain forward-looking statements or
opinions including statements regarding our intent, belief
or current expectations with respect to the Group’s business
operations, market conditions, results of operations and
financial condition, capital adequacy, sustainability objectives
or targets, specific provisions and risk management practices.
When used in the report, the words ‘forecast’, ‘estimate’,
'goal', 'target', 'indicator', 'plan', 'pathway', ‘ambition’,
‘modelling’, ‘project’, ‘intend’, ‘anticipate’, ‘believe’, ‘expect’,
‘may’, ‘probability’, ‘risk’, ‘will’, ‘seek’, ‘would’, ‘could’, ‘should’
and similar expressions, as they relate to the Group and its
management, are intended to identify forward-looking
statements or opinions. Those statements are usually
predictive in character; or may be affected by inaccurate
assumptions or unknown risks and uncertainties or may
differ materially from results ultimately achieved. As such,
these statements should not be relied upon when making
investment decisions. These statements only speak as at the
date of publication and no representation is made as to their
correctness on or after this date. Forward-looking statements
constitute ‘forward-looking statements’ for the purposes
of the United States Private Securities Litigation Reform Act of
19 95. The Group does not undertake any obligation to publicly
release the result of any revisions to these forward-looking
statements to reflect events or circumstances after the date
hereof to reflect the occurrence of unanticipated events.
Climate-related information
This report may contain climate-related statements,
including in relation to climate-related risks and opportunities,
climate-related goals and ambitions, climate scenarios,
emissions reduction pathways and climate projections.
While the Group has prepared the statements in good
faith, climate-related statements are subject to significant
uncertainty, challenges and risks that may affect their
usefulness, accuracy and completeness, including:
1. Availability and reliability of data – emissions and
climate-related data may be incomplete, inconsistent,
unreliable or unavailable (including information from
the Group’s clients), and it may be necessary to rely on
assumptions, estimates or proxies where that is the case.
2. Uncertain methodologies and modelling –
methodologies, frameworks and standards used for
calculations of climate-related metrics, modelling and
climate data are not universally applied, are rapidly evolving
and subject to change. This may impact the data modelling,
approaches, and targets used in preparation of this report.
3. Complexity of calculations and estimates – Estimating
financed emissions (including allocating emissions to
financing activities) and emissions reduction is complex
and relies on assumptions and judgments, often made in
respect of long periods of time. For facilitated emissions,
suitable standards to allow financial institutions to calculate
facilitated emissions are still under development as at
October 2023.
4. Changes to climate-related governing frameworks –
changes to climate-related policy, laws, regulations
and market practices, standards and developments,
including those resulting from legal proceedings and
regulatory investigations.
5. Lack of consistency in definitions and climate-science
terminology subject to changes – definitions and
standards for climate-related data and assessment
frameworks used across industries and jurisdictions may
vary, and terminology and concepts relating to climate
science and decarbonisation pathways may evolve and
change over time. These inconsistencies and changes can
also make comparisons between different organisations’
climate targets and achievements difficult or inappropriate.
6. Reliance on third parties for data or involvement –
the Group may need to rely on assistance, data or
other information from external data and methodology
providers or other third parties, which may also be
subject to change and uncertainty. Additionally
action and continuing participation of third parties,
such as stakeholders, may be required (including
financial institutions and governmental and non-
governmental organisations).
Due to these uncertainties, challenges and risks, statements,
assumptions, judgments, calculations, estimates or proxies
made or used by the Group may turn out to be incorrect,
inaccurate or incomplete. Readers should conduct their
own independent analysis and not rely on the information
for investment decision-making.
The information in this notice should be read with:
•The qualifications, limitations and guidance
included throughout this report
•ANZ Data and Frameworks Pack available at
anz.com/esgreport
•ANZ Financed Emissions Methodology available at
anz.com/esgreport
•ANZ Greenhouse Gas Reporting and Carbon
Offset Guidelines available
anz.com.au/about-us/esg/
environmental-sustainability/environmental-footprint/
•ANZ Social and Environmental Sustainability
Target Methodology available anz.com/esgreport
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
5

1. Target to fund and facilitate at least $100 billion by end 2030 in social and environmental outcomes through customer activities and direct
investments by ANZ, commenced 1 April 2023.
2. Includes individuals who have participated in more than one program (for example, people who
have participated in MoneyMinded as part of Saver Plus are counted twice as they are included in both the MoneyMinded and Saver Plus totals).

3. In Australia and New Zealand. 4. Cumulative, includes the following products that have been provided since 1 October 2020: Healthy Home
Loan Package and Good Energy Home Loan.
5. Measures representation at the Senior Manager, Executive and Senior Executive levels. Includes
all employees regardless of leave status but not contractors (who are included in Full Time Equivalents (FTE)).
6. Via our people and systems, in
reference to scams protection.
2023 ESG
PERFORMANCE SNAPSHOT
~$8.8B
funded and facilitated
1
in
social and environmental
outcomes
80%
reduction in combined
Scope 1 and 2 greenhouse
gas emissions against
a 2015 baseline
36%
of ANZ Plus customers
have set up a savings
goal since October 2022
More than
87,000
participants in our financial
education programs
2

Over
$5.3B
funded and facilitated to
deliver more affordable,
accessible and sustainable
homes to buy and rent
since 2018
3
Supported more than
8,000
customers into healthier
homes in New Zealand
4

Environmental
sustainability
Financial
wellbeingHousing
Spent
$11.7M
with 46 Indigenous
businesses in Australia
87%
employee engagement
3 7. 3%
of women in leadership
5

Stopped more than
$100 M
going to criminals
6

Ethics, conduct
and culture
Employee wellbeing
and inclusion
Information
security
Launched in 2022, ANZ Plus is a new digital way to bank.
Starting with a save and transact proposition, ANZ Plus
has grown to nearly 462,000 customers in 2023.
READ MORE ON PAGE 35
Image: ANZ Plus Coach.
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
6

ABOUT OUR
BUSINESS
We provide banking and financial products and services to over 8.5 million
retail and business customers, and operate across 29 markets.
Our expertise, products and services make us a bank. Our people, purpose,
values and culture make us ANZ.
Our organisation
On 3 January 2023, Australia and New Zealand
Banking Group Limited (ANZ BGL) established by a
scheme of arrangement, a non-operating holding
company, ANZ Group Holdings Limited (ANZ GHL),
as the new listed parent holding company of the
ANZ Group and implemented a restructure to
separate ANZ’s banking and certain non-banking
businesses into the ANZ Bank Group and ANZ
Non-Bank Group (Restructure).
The ANZ Bank Group comprises the majority of
the businesses and subsidiaries that were held in
ANZ BGL prior to the Restructure. The ANZ Non-Bank
Group comprises banking-adjacent businesses
developed or acquired by the ANZ Group to focus
on bringing new technology and banking-adjacent
services to the ANZ Group’s customers, and a
separate service company.
Our divisions
•Australia Retail – serves retail customers
across Australia through our branch network,
ATMs, digital and mobile banking applications
including ANZ Plus.
•Australia Commercial – serves commercial
and private banking customers across Australia
through our business centres, digital and
mobile banking applications.
•Institutional – serves institutional and business
customers across Transaction Banking, Loans
and Specialised Finance, and Markets.
•New Zealand – serves retail and commercial
banking customers in New Zealand and is one
of the largest New Zealand companies based
on profit and assets.
•Pacific – provides products and services to retail
and commercial customers located in the Pacific
Islands, where our history dates back 139 years.
•Group Centre – provides support to the operating
divisions including Technology, Property, Risk
Management, Financial Management, Treasury,
Strategy, Marketing, Talent & Culture, Corporate
Affairs and Investor Relations.
Our purpose and strategy
Our purpose is to shape a world where people
and communities thrive. It explains why we exist
and drives everything we do at ANZ, including the
choices we make each day about those we serve
and how we operate.
We bring our purpose to life through our strategy:
to improve the financial wellbeing and sustainability
of customers through excellent services, tools and
insights that engage and retain them, and help
positively change their behaviour.
Integrating ESG and purpose into our strategy
has created an opportunity for us to better
serve our customers and generate long-term
shareholder value.
Through our purpose we have elevated three areas
facing significant societal challenges aligned with
our strategy and our reach:
•Improving the financial wellbeing of our people,
customers and communities by helping them
make the most of their money throughout
their lives;
•Supporting household, business and financial
practices that improve environmental
sustainability; and
•Improving the availability of suitable and
affordable housing options for all Australians
and New Zealanders.
Our values
Our values shape how we deliver our purpose-led
strategy. They are the foundation of how we work –
living our values every day enables us to deliver
on our strategy and purpose, strengthen stakeholder
relationships and earn the community’s trust. All
employees and contractors must comply with our
Code of Conduct, which sets the expected standards
of professional behaviour and guides us in applying
our values.
Supporting sustainable development
We are committed to the United Nations
Sustainable Development Goals (SDGs) and
believe that business has an important role
to play in their achievement. Our current ESG
targets strive to support all of the 17 SDGs.
In 2019 we became a founding signatory to the
UN Principles for Responsible Banking. Under
the Principles we are required to set at least
two targets that address our most significant
(potential) positive and negative impacts, aligned
with the SDGs and the Paris Climate Agreement.
We have reported our progress towards
implementing the Principles using the Reporting
and Self-assessment Index, available in our ESG
Data and Frameworks pack at anz.com/esgreport.
This year KPMG have also provided limited
assurance over our Self-assessment Index.
Integrity
Collaboration
Accountability
Respect
Excellence
Our values are
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
7

ESG GOVERNANCE
AND RISK MANAGEMENT
ESG governance and risk management
The ANZ Group Holdings Limited Board (Board)
is responsible for the oversight of the Group, and
its overall governance and performance, with
specific duties as set out in its charter available
at anz.com/corporategovernance.
The Board, with the support of the Board
Committees, is also responsible for oversight of
ANZ’s governance framework. The framework
seeks to provide for effective and responsible
decision making, assisting ANZ in delivering
on its strategy and purpose.
There are six principal Board Committees: the
Ethics, Environment, Social and Governance
(EESG) Committee; the Audit Committee; the Risk
Committee; the Human Resources Committee; the
Digital Business and Technology Committee; and
the Nomination and Board Operations Committee.
Each Committee has its own charter setting
out its roles and responsibilities. Further details
about Board Committees are contained in ANZ’s
Corporate Governance Statement available
at anz.com/corporategovernance.
At management level, the Group Executive
Committee comprises ANZ’s most senior executives.
A delegations of authority framework outlines
those matters delegated to our Chief Executive
Officer (CEO) and other members of senior
management. In addition, a number of formally
established management committees deal with
particular ongoing issues.
Our ESG approach and its implementation, including
how we manage our ESG risks and opportunities, are
primarily overseen by the Board and management
through our Board EESG Committee and executive
Ethics and Responsible Business Committee (ERBC).
Governance and oversight of risk management,
while embedded in day-to-day activities, is the
focus of committees and forums across the bank.
Refer to ANZ’s 2023 Annual Report, available at
anz.com/annualreport, for an overview of ANZ’s
governance structure.
Board and Board Committees
ANZ’s Board
The Board is responsible to shareholders for
the governance of the Group and oversees its
operations and financial performance.
The role of the Board includes the promotion of the
long-term interests of ANZ. To fulfil its role the Board
sets and monitors the long-term implementation of
ANZ’s strategies and financial objectives. The Board
has a specific responsibility to oversee and assess
management’s performance in achieving strategies
and budgets approved by the Board and in
monitoring and managing risk across ANZ.
ANZ’s strategy is to improve the financial wellbeing
and sustainability of our customers. We are focused
on integrating our purpose and ESG approach into
our business strategy.
Through our purpose – we have elevated three
areas facing significant societal challenges aligned
with our strategy and reach. For more information
about our purpose and strategy see page 7.
Further, specific updates on our material ESG issues
and related targets are presented periodically to
the Board.
Board Ethics, Environment, Social
and Governance (EESG) Committee
The Board EESG Committee, chaired by ANZ’s
Chairman, is responsible for assisting the Board by
providing oversight of measures to advance our
purpose, focusing on ethical and ESG matters.
In undertaking this role, the EESG Committee is
responsible for oversight, review and approval of
our ESG approach, objectives and performance,
including our ESG targets.
The Board EESG Committee generally meets at
least four times annually, meeting five times in
2023. Meetings typically open with an overview of
the ESG operating environment, covering current
and emerging issues, including regulatory and
parliamentary inquiries, community sentiment,
relevant international developments and our
stakeholder engagement.
The Board EESG Committee also reviews ERBC
meeting minutes and discusses material matters
referred to the Committee from that body.
The charter of the EESG Committee is available
at anz.com/corporategovernance.
Board Risk Committee
The Board Risk Committee (BRC) oversees the
implementation and operation of the Group’s
risk management framework, including new
and emerging risks, such as climate-related
and biodiversity risks.
The BRC meets at least four times annually,
meeting eight times in 2023. The charter
of the Board Risk Committee is available at
anz.com/corporategovernance.
Board Human Resources Committee
The Human Resources (HR) Committee supports
the Board on remuneration and other HR matters.
It reviews the remuneration policies and practices
of the Group, and monitors market practice and
regulatory and compliance requirements in
Australia and overseas.
The HR Committee has a strong focus on the
relationship between business performance,
risk management and remuneration, aligned
with our business strategy.
A concurrent meeting of the HR, Risk and Audit
Committees was held to review 2023 performance
and variable remuneration recommendations at
both the Group (i.e., assessment of the ANZ Group
Performance Framework which included ESG-related
objectives), CEO and Disclosed Executive
1
level. Refer
below for ESG objectives and measures. Refer also
to our Remuneration Report from page 46 of our
Annual Report available at anz.com/annualreport.
1. Executive Committee members, excluding the CEO.
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
8

Management Committees and Forums
Ethics and Responsible Business
Committee (ERBC)
The ERBC, chaired by the CEO, comprises Senior
Executives and members from business divisions
and Group functions.
The ERBC is a leadership and decision-making body
that exists to advance our purpose and seeks to
ensure that ANZ operates responsibly and achieves
fair, ethical and balanced stakeholder outcomes.
The ERBC approves relevant ANZ policies, such as
those policies identified in ANZ’s Climate Change
Commitment. The ERBC provides leadership on our
ESG risks and opportunities, monitoring progress
(quarterly) against our ESG targets, which include
those related to climate change.
The ERBC considers the social and environmental
impacts of the industries, customers and communities
ANZ serves. The ERBC is responsible for overseeing
the ERBC Sub-Committee for sensitive wholesale
transactions.
The ERBC is accountable to the Board EESG
Committee in the effective discharge of its
responsibilities. It operationalises Board objectives
and makes decisions on issues and policies.
The ERBC meets at least four times annually,
meeting five times in 2023.
Board skills
The ANZ Board Skills Matrix, as set out in the 2023
Corporate Governance Statement, which is available
at anz.com/corporategovernance, outlines the
key skills and experience the ANZ Board is looking
to achieve in its membership and the number of
directors with each skill or experience. Included
in the skills matrix is Sustainability.
Our Directors collectively bring a broad range
of skills, and current and prior experience which
includes having held roles across sectors such
as infrastructure, energy, mining, banking and
agriculture. For further details on the experience
of our Directors refer to anz.com/annualreport.
In addition to having individuals on the Board
with a variety of technical skills and experiences,
the Board seeks to ensure that the Directors
operate as a team. The Board is focused on the
long-term success of the Group. Each Director has
an individual perspective which facilitates respectful
and constructive challenge of management and
each other and allows for robust debate that may
be required when navigating complex issues.
The Skills Matrix is reviewed by the Nomination and
Board Operations Committee on a regular basis.
Other management committees
Other management committees play a role in
the management of risks.
Operational Risk Executive Committee (OREC)
is the primary senior executive management forum
responsible for overseeing Operational Risk and
Compliance Risk, risk profile, and the related Control
Environment across the Group; and
Credit and Markets Risk Committee (CMRC)
is the senior executive management forum
responsible for the oversight and control of credit,
market, insurance, and other material financial risks
across the Group.
OREC and CMRC have responsibility for the overview
of ANZ’s management of new and emerging risks
within their respective risk areas, which may include
risks that are climate-related. This year, OREC and
CMRC met eight and ten times respectively.
Activities undertaken by the ERBC will at times
overlap, and inform, topics raised in OREC and
CMRC as part of the executive oversight and risk
management required to deliver on ANZ’s purpose
and strategy.
Issues discussed this year at the Board
EESG Committee and ERBC
Both committees discuss the areas of ‘how we bank’
and ‘who we bank’. This year the committees have
considered the below topics, including receiving
briefings from internal and external subject matter
experts. These briefings and meetings provide
opportunities to support knowledge building
and capability in a range of areas, for example:
•Biodiversity
•Engaging with 100 of our largest emitting
business customers
•Decarbonisation pathways
•ANZ’s reconciliation journey
•Scams
•Family violence
•Accessibility and disability inclusion
Executive remuneration
ANZ’s Remuneration Report within our Annual
Report, available at anz.com/annualreport, details
how remuneration outcomes are determined for
our most senior employees. In general, remuneration
outcomes for the CEO and Disclosed Executives
1

take into consideration performance against
ANZ’s Group Performance Framework – which
include ESG objectives and measures. For example,
the 2023 Group Performance Framework includes:
•Maintaining industry leading employee
engagement.
•Making meaningful progress on environmental
sustainability strategies (e.g. fund and facilitate
at least $100 billion by end 2030).
Individual/Divisional performance scorecards also
include ESG measures as relevant to the particular
business. It is important to note that Group/Division
performance objectives are not designed to capture
all of our ESG targets – however our senior leaders
are accountable for ensuring we focus on and
achieve these, with regular review and oversight
by the ERBC.
1. Executive Committee members, excluding the CEO.
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
9

WHAT MATTERS MOST
TO OUR STAKEHOLDERS
We engage with internal and external
stakeholders through our annual materiality
assessment. The results help inform our
strategy, business practices – including
Group Performance Framework –
ESG targets and external reporting.
External views were sought across our
major geographies through interviews
with institutional investors, consumer
and environmental non-government
organisations, and our community
partners on a broad range of ESG issues.
Our material ESG issues
We’re continuing to bring our purpose to
life through our focus on complex issues of
importance to society and our business strategy:
Environmental sustainability remains
one of the highest priority issues for our
stakeholders, seen in terms of both risks
and opportunities.
The prevailing economic conditions
mean financial wellbeing is recognised
as particularly important.
Housing is also identified as a key concern
with our stakeholders, noting the close
connection this has with financial wellbeing
and the challenges associated with housing
affordability and availability.
Our materiality assessment this year also
highlighted the importance of three other issues:
Customer experience
Ethics, conduct and culture
Information security
Customer experience and ethics, conduct and
culture have been material ESG issues at ANZ for a
number of years and remain foundational concerns
for the bank; the latter is also core to our social
licence to operate. Discussions with our stakeholders
about information security also frequently
referred to scams and their increasing prevalence
and financial impact.
These six issues are largely consistent with our
2022 assessment.
Our assessment process
This year, we increased our level of external
engagement and review of the external environment.
Our assessment approach is consistent with the
Global Reporting Initiative (GRI) Standard GRI G3:
Material topics 2021 and draws on the Sustainability
Accounting Standards Board (SASB) Conceptual
Framework 2017. Our approach considered our
impact of ESG issues on the economy, environment,
and people, including impacts on their human rights,
as well as the impact ESG issues may have on our
operating performance. To do this, we used double
materiality – seeking views from stakeholders on
both: ANZ’s impact – both positive and negative –
on society and the environment (externally focused),
and ANZ’s ability to create value (internally focused).
Our alignment with the GRI reporting framework
and considers the SASB reporting framework,
among others, are contained in our 2023 ESG
Data and Frameworks Pack available at
anz.com/esgreport.
To identify changes in our ESG risks and opportunities
that should be reflected in the list of material issues
(refer to pages 10-12), we considered the following:
•Our purpose, strategy, values and Code
of Conduct (refer to pages 7 and 46)
•Our Key Material Risks (refer to pages 29-31
of our 2023 Annual Report available at
anz.com/annualreport)
•Recent regulatory developments, including
developments in sustainability reporting standards
•Industry research and trends
•Investor reports and priorities
•Peer review
•Media review and analysis
•The United Nations Sustainable Development
Goals (SDGs)
This year we also revised our longer list of material
issues and our description of each issue based
on feedback from stakeholders engaged through
the process.
‘Environmental sustainability’ now covers climate
change, and nature including biodiversity. Biodiversity,
which we identified last year, continues to advance
rapidly as important issues for ANZ to consider.
‘Investing in the community’ is renamed ‘Thriving
communities’ to reflect our purpose. ‘Employee
capability and wellbeing’ is renamed ‘Employees’
to incorporate all issues relating to our people.
‘Innovation and technology’ is renamed ‘Digital
banking experience’. ‘Anti-money laundering and
terrorism financing’, ‘Banking regulation’, ‘Corporate
governance’ and ‘Fairness and ethical conduct’ are
consolidated into ‘Ethics, conduct and culture’ and
‘Regulation and risk management’. ‘Diversity and
inclusion’ has also been included once again.
Image: ANZ Centre, Melbourne.
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
10

Our most material ESG issues (not ranked)
Description of issueLocation of disclosureRelated UN SDGs
Customer experienceOffering affordable, accessible and responsible financial products and
services that meet customer needs. This includes clear and transparent
communications, selling practices, lending practices, and hardship and
collections policies.
2023 ESG Supplement pages 35-41
Environmental
sustainability
Managing the business risks, opportunities and impact of our financing
activities on climate change, nature including biodiversity, which includes
supporting our customers to transition to a low carbon economy and
supporting them to protect, restore and mitigate biodiversity loss.
2023 ESG Supplement pages 21-22
2023 Climate-related Financial Disclosures
available at anz.com/esgreport
2023 Annual Report pages 12-13 available at
anz.com/annualreport
Ethics, conduct
and culture
Maintaining a strong corporate culture known for ethics, integrity
and conducting our business responsibly, and aligned to our purpose
and values.
2023 ESG Supplement pages 46-60
2023 Annual Report pages 17 and 31 available at
anz.com/annualreport
Financial wellbeingBuilding financial knowledge and resilience through our products, services
and partnerships to help our people, customers and communities meet
their current financial commitments and future goals.
2023 ESG Supplement pages 26-34
2023 Annual Report pages 6 and 9-10 available at
anz.com/annualreport
HousingImproving the availability of and access to suitable and affordable housing
for all Australians and New Zealanders.
2023 ESG Supplement pages 23-25
2023 Annual Report pages 6-8, 10 and 24
available at anz.com/annualreport
Information securityResponding and continually adapting to scams, fraud and cyberattacks
that threaten the confidentiality and security of systems and data.
2023 ESG Supplement pages 42-45
2023 Annual Report pages 8 and 25-26 available at
anz.com/annualreport
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
11

Other ESG issues (not ranked)
Description of issueLocation of disclosureRelated UN SDGs
Digital banking
experience
Keeping pace with technology innovation to deliver banking products
and services through reliable and convenient digital channels and services.
2023 ESG Supplement pages 35-36
2023 Annual Report pages 4, 6-8 and 24 available at
anz.com/annualreport
Diversity and inclusionSupporting a diverse and inclusive culture for our workforce and community
to better serve the varied needs of customers.
2023 ESG Supplement pages 65-68
EmployeesAttracting and retaining capable and engaged employees by supporting
their wellbeing, ensuring fair and equitable remuneration, and helping
them develop their career.
2023 ESG Supplement pages 61-64
Human rightsSupporting and respecting the human rights of our people, customers
and communities, including through the expectations we have of our
business customers, suppliers and partners.
2023 ESG Supplement pages 54-55
Regulation and
risk management
Having appropriate governance frameworks, policies and processes
to comply with evolving regulatory requirements and to manage
emerging environmental, social and governance risks.
2023 ESG Supplement pages 8-9 and 49-50
2023 Annual Report pages 24-31 available at
anz.com/annualreport
Thriving communitiesSupporting the communities in which we operate through
volunteering, grants, workplace giving and disaster relief to
contribute to thriving communities.
2023 ESG Supplement pages 32-34
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
12

STAKEHOLDER
ENGAGEMENT
One of the ways we help create long-term value and deliver on our business strategy is through a collaborative and proactive approach
to building and maintaining relationships with stakeholders.
To demonstrate trustworthiness and build on existing confidence, we have communicated openly, embedding stakeholder engagement in our policies,
processes and operations. Outlined below are the key issues raised by our stakeholders throughout the year and how we responded.
Customers
How we engaged
•Branch staff and relationship managers
(in-person and via calls, emails and letters)
for specific customer support
•ANZ’s online customer research community
•Online forums, surveys, focus groups,
and individual in-depth interviews
•‘Voice of Customer’ platform capturing feedback
on customers’ experience with ANZ
•Conversations with our Complaints Resolution
Centre, Extra Care Hub and related functions
•Social media
Key issues raised
•Increasing interest rates and how it impacts cost
of living pressures
•Conduct and culture
•Products, fees and charges
•Customer service including access to branches
in regional Australia
•ANZ’s digital propositions and the ANZ Plus app launch
•Agreement to acquire Suncorp Bank
•Information security, scams and data privacy
•Societal challenges including Indigenous Voice to
Parliament, housing affordability and natural disasters
How we responded
Our response to the issues raised by customers
can be found on pages 23-27, 34-35, 38 and 42-48
of this document.
Employees
How we engaged
•Annual ‘My Voice’ survey and regular ‘pulse’ surveys
•Interactive webcasts and teleconferences with CEO,
Executive Committee and other internal or external
guest speakers
•Direct people leader communication
•Internal communications channels, including email,
intranet and Viva Engage
•Meetings with unions representing ANZ employees
Key issues raised
•Attracting, building and retaining
workforce capability
•Business strategy and priorities including
the agreement to acquire Suncorp Bank
•Professional growth and development
•‘Speak up’ culture
•Our purpose and ESG focus areas
•Indigenous Voice to Parliament
•Diversity and inclusion
•Flexible working arrangements and return
to the office
•Remuneration and reward; performance
management
How we responded
Our response to the issues raised by employees can
be found on pages 46-48 and 61-68 of this document.
Government and regulators
How we engaged
•Meetings with members of Parliament,
public officials and regulators
•Submissions to and appearances before
Parliamentary committee inquiries and
government and regulatory consultations
Key issues raised
AUSTRALIA
•Cost of living pressures, including the impact of
interest rates on our customers and the economy
•Initiatives concerning financial crime, including
reforms to Anti-Money Laundering/Counter Terrorism
Financing (AML/CTF) laws, scam prevention and
cyber security
•Initiatives concerning technology and privacy,
including artificial intelligence, the consumer
data right, reforms to Australia’s privacy laws
and digital identity
•ANZ’s commercial activities, including the
announced agreement to acquire Suncorp Bank
and the measures required from government
which are conditions precedent to the acquisition
•The provision of banking services in regional Australia
and in respect of concerns relating to branch closures
•Initiatives relating to Australia’s climate targets,
including climate-related financial disclosures,
support for hydrogen and sustainable financing
•Proposed reforms to the regulation of payment
systems and licensing of payment functions
•The review into the quality of financial advice
NEW ZEALAND
•Regulatory issues including responsible consumer
lending, the consumer data right, AML/CTF,
environmental planning reforms for agribusinesses,
merchant service fees, deposit compensation and
prudential supervision
•Public policy development on issues including
competition in retail banking, accessibility of
banking services, climate resilience and climate-
related financial disclosures, scams, housing,
macroprudential tools, and payments
•Economic analysis and outlook provided by
ANZ Research
How we responded
We listen to and seek to engage constructively with
government, regulators and policy makers, including
participation in government consultations and
parliamentary inquiries.
An overview of the work underway in response to
issues raised is outlined on pages 21-22, 26-28, 38
and 42-45 of this document and pages 25-29 and 34-42
of the Climate-related Financial Disclosures available at
anz.com/esgreport.
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
13

Shareholders
How we engaged
•Disclosures including results announcements,
investor presentations, external reporting suite
and ASX lodgements
•Shareholder engagement program including
ANZ’s shareholder centre website updates, written
communication and shareholder discussions
•Interim and full-year results briefings
•ESG investor briefings, strategy and other
market updates
•Annual General Meeting
Key issues raised
•Approach to managing the bank and
supporting stakeholders through a
challenging economic environment
•Opportunities and challenges associated
with current and future operating conditions
•ANZ’s strategic focus, business priorities
and competitive advantage
•ANZ’s purpose and ESG approach, targets
and progress
•Financial performance including revenue trends, cost
management and contribution from our divisions
•Capital and balance sheet management including
liquidity and funding positions, portfolio credit quality
and risk management
•Establishment of ANZ’s non-operating holding
company structure
•Agreement to acquire Suncorp Bank
•Dividends
•Indigenous Voice to Parliament
How we responded
We seek to provide shareholders with quality information
in a timely manner through our reporting suite,
announcements and briefings to the market, shareholder
communications and our dedicated shareholder site.
This year, we held a climate-focused investor roundtable
and our sixth annual ESG investor briefing.
Our response to the issues raised by shareholders
can be found on pages 7 and 15-20 of this document
and pages 4-11, 24-26, 32-44, 84 and 126 of the 2023
Annual Report available at
anz.com/annualreport.
Non-Government
Organisations (NGOs)
How we engaged
•Regular program of CEO and senior executive
meetings with civil society leaders
•Direct engagement with NGOs and academics
•Regular engagement with peak bodies for
professional community services such as
financial counselling
•Regular meetings with our community partners
Key issues raised
•Cost of living pressures
•Support for customers, employees and communities
impacted by family violence and financial abuse
•Indigenous social and economic development
•Homelessness in Australia
•Customers requiring extra care, hardship programs
and consumer protection
•Conduct and culture
•Climate change policies and risk management,
and biodiversity
How we responded
Our response to the issues raised by NGOs can be
found on pages 20-21, 25-29, 37-40 and 46-48 of
this document, pages 25-29 and 34-42 of our 2023
Climate-related Financial Disclosures available at
anz.com/esgreport.
Industry associations
How we engaged
ANZ is a member of a number of industry associations. Key
memberships include the Australian Banking Association
(ABA), the Business Council of Australia, the New Zealand
Banking Association (NZBA), and Business New Zealand.
Through our memberships we:
•participate in discussions about industrywide issues
and strategy
•provide input to industry association responses
to Parliamentary committee inquiries and
government consultations
•engage with consumer representatives to discuss
issues affecting customers
•participate in relevant ABA and NZBA working groups
Key issues raised
•Review of the Banking Code of Practice
•Information security, scams and data privacy
•Climate change policy, climate risks and
opportunities, climate-related financial disclosures
•Consumer data right and consumer credit reforms
•Modern slavery
•Housing including responding to Government
initiatives and consultations
How we responded
We seek to contribute constructively to public policy
formation and understand the perspectives of our
community’s elected representatives, policymakers
and regulators. We contribute to policy on business,
economic, social and environmental issues affecting
our customers and shareholders.
Our response to the issues raised by industry
associations can be found on pages 21-25, 42-45
and 55 of this document, and pages 25-29 and 34-76
of our 2023 Climate-related Financial Disclosures
available at anz.com/esgreport.
Image: ANZ Centre, Melbourne.
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
14

OUR ESG TARGETS
Each year we set public targets that reflect our ESG focus areas, support
the delivery of our business strategy and respond to our most material
ESG issues. Progress against targets is reviewed by the executive Ethics
and Responsible Business Committee quarterly and twice a year by the
Board Ethics, Environment, Social and Governance Committee.
Customer experience
Environmental sustainability
Ethics, conduct and culture
Financial wellbeing
Housing
Information security
$
This year we have achieved, or made good
progress against all targets.
Details of our 2023 targets and
performance are set out on pages 16-18.
Details of our material
issues are set out on pages 19-20.
have been achieved
are partially achieved
or in progress
Five of the targets were revised
during 2023 or for 2024.
2023 TARGET PERFORMANCE STATUSOUR MATERIAL ESG ISSUES
GO TO SECTIONGO TO SECTION
3
6
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
15

TargetsPerformanceStatusRelated UN SDGs
Have 30% or more of ANZ Plus Save customers
set a savings goal, by end 2023.
36% of ANZ Plus customers have created a savings goal.
Establish seven new partnerships to expand the
reach and improve the impact of MoneyMinded
for disadvantaged communities, by end 2023.
We have established 14 new MoneyMinded partnerships since October 2020. These partnerships
have enabled us to deliver MoneyMinded to more lower income people across the markets we
operate in to help improve their financial wellbeing.
Fund and facilitate at least $100 billion by end of 2030 in
social and environmental outcomes through customer
activities and direct investments. This includes initiatives
that help lower carbon emissions, protect nature and
biodiversity, increase access to affordable housing and
promote financial wellbeing.
Since 1 April 2023, we have funded and facilitated approximately $8.8 billion, across 54
transactions, of which $4.1 billion is funded and $4.7 billion is facilitated.
On 31 March 2023 ANZ concluded its $50 billion by 2025 sustainable solutions target. We had
funded and facilitated close to $47.0
1
billion across 387 transactions and were forecast to meet
our $50 billion target well in advance of 2025.
Revised
during
2023
Engage with 100 of our largest emitting business
customers to encourage them to, by end 2024:
•strengthen their low carbon transition plans so
that more customers achieve a ‘well developed’
or ‘advanced’ rating; and
•enhance their efforts to protect biodiversity.
•We re-engaged with all 100 customers on their low carbon transition plans and efforts
to protect biodiversity this year.
•64 customers now have ‘well developed’ or 'advanced' plans versus 42 in September 2021.
•We prioritised engagement with ‘underdeveloped / starting out’ and ‘no public plans’ rated
customers (those with less developed or no public plans) to seek improvements in their plans.
Seven customers have improved from ‘no public plans’ to ‘underdeveloped / starting out’
in 2023.
•For biodiversity, 54 customers have targets, policies or strategies in place to protect biodiversity,
with 61 making disclosures of their efforts to protect biodiversity.
•We are revising this target with a new phase of engagement with our largest emitting business
customers commencing in 2024 triggered, in part, by the Safeguard Mechanism in Australia.
Revised
for 2024
2023 ESG TARGETS
PERFORMANCE SUMMARY
1. This number is a restatement from our 2023 half year unaudited disclosures made on 5 May 2023. The $50 billion target was closed after reaching $47.09 billion; the closing audited balance has since been confirmed as $46.99 billion.
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
16
ANZ 2023 ESG Supplement
16

TargetsPerformanceStatusRelated UN SDGs
Improve the management of climate change risks
through the following activities by end 2023:
•Preparing a set of risk standards based on regulatory
obligations, to be applied across all countries
and territories where ANZ operates;
•We engaged an external provider to undertake an assessment comparing regulatory expectations across
seven of the jurisdictions in which we operate: Australia, New Zealand, Singapore, Hong Kong, the United
Kingdom, Europe and the USA. The assessment will help inform the integration of climate risk standards
and obligations into our Non-Financial Risk Framework commencing from 2024.
•Extending our Climate Change Risk Assessment
(CCRA) methodology beyond our Project Finance
business, starting with Institutional customers
in higher emitting sectors such as resources
and energy;
•The CCRA has been digitised and integrated into our credit risk assessment process via our Online
Customer Profile platform, alongside our Social & Environmental Risk screening tool.
•The CCRA is being expanded beyond our Project Finance business starting with Institutional energy
sector customers subject to the enhanced due diligence process and customers in our Large Emitters
Engagement Program.
•The CCRA will continue to be rolled out to Institutional customers in a phased approach across 2024 and 2025.
•Developing a data strategy to inform our approach
to sourcing and integrating climate data into sectoral
transition pathways, scenario analysis, stress testing
and analytics. This will include lessons learned from
the New Zealand climate risk program.
•An Environmental Sustainability (ES) data strategy has been developed and endorsed by Data Prioritisation
Forum members.
•We expect the data strategy will help us to develop a more coordinated, centralised approach to climate data
that can be shared across divisions and jurisdictions in which we operate.
Reduce the direct impact of our business activities
on the environment
1
by:
•Reducing Scope 1 and 2 emissions by 85% by 2025
and 90% by 2030 (against 2015 baseline);
Scope 1 and 2 emissions have decreased by 80% since 2015
Revised
for 2024
•Increasing renewable electricity to 100% by 2025
2
;49% of electricity consumption associated with our operations came from renewable sources in 2023
•Reducing water consumption by 40% by 2025
(against 2017 baseline);
Global water consumption has decreased by 61% against a 2017 baseline
•Reducing waste to landfill by 40% by 2025
(against 2017 baseline);
Waste to landfill generated by global operations has decreased by 71% since 2017
• Reducing paper consumption (both office and customer
paper use) by 70% by 2025 (against 2015 baseline).
Paper consumption has decreased 71% since 2015
1. Environmental reporting year is 1 July – 30 June, in line with the Australian regulatory reporting year. 2. Self-generated renewable electricity, direct procurement from offsite grid connected generators
e.g. Power Purchase Agreement (PPA) and default delivered renewable electricity from the grid, supported by credible attributes in accordance with RE100 technical guidelines
2023 ESG TARGETS PERFORMANCE SUMMARY (CONTINUED)
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
17
ANZ 2023 ESG Supplement
17

TargetsPerformanceStatusRelated UN SDGs
Fund and facilitate $10 billion of investment by 2030
to deliver more affordable, accessible and sustainable
homes to buy and rent. (Australia /New Zealand)
•This year we have funded and facilitated around an additional $610 million, bringing our total since
October 2018 to over $5.3 billion
1
.
Revised
for 2024
Support more customers into healthier homes
through discounted lending of NZ$300m funds under
management and 12,000 households by end 2025.
(New Zealand)
Since Oct 2020:
We have supported 9,482 households into healthier
homes and drawn down NZ$379.09 million through:
•Our Healthy Home Loan package
•Our Good Energy Home Loan Top Up
•Interest-free Insulation Loans
2
As at the end of Sep 2023 we have achieved:
•126% of our 2025 FUM target
•74% of our 2025 household target
Revised
for 2024
Achieve the 17 actions in our Reconciliation
Action Plan, by end 2024. (Australia)
We continue to make good progress against the 17 actions in our RAP, delivering all objectives that fell due
in 2023. This year, we:
•Launched a Commercial banking proposition,
appointing two Indigenous Small Business
Managers to work with our Indigenous
Commercial customers.
•Partnered with Indigenous Business Australia
to host a one-day CEO Assessment Clinic for
the leaders of six Indigenous businesses.
•Spent $11.7 million with Indigenous businesses
($24.4 million since the RAP commenced).
•Implemented a Cultural Learning Strategy designed
to improve the cultural competency of Australia-
based non-Indigenous employees to meet the
needs of Aboriginal and Torres Strait Islander
customers, employees and community partners.
•Embedded First Nations design principles into
the design concepts for key offices and branch
refurbishments or new builds, in consultation
with local Traditional Owners.
•Developed and implemented ANZ’s First
Nations Recruitment, Retention and Professional
Development Strategy (2024-2026) to drive greater
representation across all levels of the organization.
•Partnered with BlackCard to provide
cultural capability training to more than
280 Australia-based employees.
•Delivered eight MoneyBusiness coach training
sessions to community workers and financial
counsellors working in remote communities.
1. Includes a cumulative $4.4 billion disclosed in 2022, around $610 million achieved in 2023 and an additional $288 million in deferred deals from 2022 that have not previously been disclosed. 2. Product rolled off in July 2022.
2023 ESG TARGETS PERFORMANCE SUMMARY (CONTINUED)
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
1818

TARGETSMATERIAL ISSUES RELATED UN SDGS
NewEncourage our customers to build and maintain financial resilience with the aim of having at least
2.5 million customers
1
with a financial buffer of approximately 6 weeks’ expenses by end 2026.
(Australia/New Zealand)
$
Pilot a savings program
2
for people on lower incomes in Fiji and Vanuatu by end 2025, with
at least 80% of participants having demonstrated a savings habit
3
upon completion. (Pacific)
$

Revised during
2023 and for 2024
Fund and facilitate at least $100 billion by end 2030, including $15 billion by end 2024, in social and
environmental outcomes through customer activities and direct investments by ANZ. This includes
initiatives that help lower carbon emissions, protect nature and biodiversity, increase access to
affordable housing and promote financial wellbeing.
$
1. From a baseline of approximately 2.4 million customers as at 30 September 2023. 2. Saver Plus. 3. Eight out of 10 months saving (as per Saver Plus program), measured by participant survey data.
ESG TARGETS
FOR 2024
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
19

TARGETSMATERIAL ISSUES RELATED UN SDGS
Revised for 2024Enhance our management of climate risks and opportunities by intensifying our engagement with
our largest emitting business customers. We will expect and encourage them to strengthen their low
carbon transition plans, by:
•focusing our engagement and raised expectations on our 100 largest emitting customers with the
aim that by end 2025, compared to their starting point more customers achieve a ‘well developed’
or ‘advanced’ rating for their low carbon transition plans;
•extending the use of our Climate Change Risk Assessment methodology so that by end 2024 it has
been used to support our engagement with the revised list of our 100 largest emitting customers.
Reduce the direct impact of our business activities on the environment
1
by:
•Reducing combined scope 1 and 2 emissions 85% by 2025 and 90% by 2030 (against 2015 baseline);
•Increasing renewable electricity to 100% by 2025;
•Reducing water consumption by 40% by 2025 (against 2017 baseline);
•Reducing waste to landfill by 40% by 2025 (against 2017 baseline);
•Reducing paper consumption (both office and ANZ originated customer paper use) by 70%
by 2025 (against 2015 baseline).
Fund and facilitate at least $10 billion of investment by end 2030, including $750 million by
end 2024, to deliver homes to buy and rent that are more affordable, accessible or sustainable
2
.
Helping New Zealand homeowners improve the sustainability of their homes and/or reduce their
transport emissions through discounted lending of at least NZ$670m in aggregate to at least 16,000
households by end 2025. (New Zealand)
Continues unchangedAchieve the 17 actions in our Reconciliation Action Plan, by end 2024. (Australia)
1. Environmental reporting year is 1 July – 30 June, in line with the Australian regulatory reporting year. 2. Eligible housing transactions that also meet the eligibility criteria for the social and environmental target to achieve $100 billion by end 2030 may contribute towards both targets.
ESG TARGETS FOR 2024 (CONTINUED)
Overview and governance
Our reporting suite
2023 ESG performance snapshot
About our business
ESG governance and risk management
What matters most to our stakeholders
Stakeholder engagement
Our ESG targets
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
20

OUR APPROACH
TO CLIMATE CHANGE
ANZ has chosen some key focus areas as part
of our Environmental Sustainability Strategy:
Supporting
sustainability in
resource extraction,
1

basic materials
2
and
new technologies
3
Increasing our
support for the
transition to low
carbon
Offering solutions to,
and partnering with,
sustainability-focused
financial institutions
Banking the
decarbonisation and
electrification of the
transportation value
chain
Enabling the
transition through
lower emissions
buildings
Assisting sustainable
food, beverage &
agricultural practices
and supply chains
Providing the products
and services required
for transition to a low
carbon economy
We want to be the leading Australian and New Zealand-based bank
in supporting customers’ transition to net zero emissions by 2050.
Our Climate Change Commitment provides the
framework to achieve our strategy of transitioning
our lending to net zero in line with the goals of the
Paris Agreement. We joined the Net-Zero Banking
Alliance (NZBA) in 2021, reflecting that commitment
and setting pathways
4
to support customers’
emissions reductions.
Our Environmental Sustainability Strategy
identifies focus areas, technologies and financing
opportunities to help achieve our climate ambition.
The most important role we can play in the
transition to net zero is to support our customers to
reduce emissions and enhance their resilience to a
changing climate. We support an orderly transition
that recognises and responds to social impacts.
This aligns with our purpose to shape a world
where people and communities thrive. Supporting
household, business and financial practices that
improve environmental sustainability is a key part
of our purpose.
We are continuing to evolve our work to encourage
and support large emitting customers to implement
robust and credible transition plans and will begin
a new phase of this work in 2024, triggered, in part,
by the Safeguard Mechanism reforms in Australia.
This engagement and our expanding sectoral
pathways help steer our decisions about which
customers we will support.
Our social and environmental sustainability target of
$100 billion funding and facilitation by the end of
2030 makes our aspiration clear. We have achieved
close to $8.8 billion in the first six months of this
target. This target includes initiatives that help lower
carbon emissions, protect nature and biodiversity,
increase access to affordable housing and promote
financial wellbeing. Detailed climate and nature-
related disclosures are available in our 2023
Climate-related Financial Disclosures report
available at anz.com/esgreport.

The information in this section should be read
together with our disclaimer and important
notices available on page 5 and our Climate-related
Financial Disclosures and our Financed Emissions
Methodology. Both documents are available at
anz.com/esgreport
1. Supporting sustainable resource extraction in areas such as iron ore, lithium, nickel, cobalt, rare earths, copper and bauxite. 2. Supporting basic
materials production including green steel and low-carbon aluminium production.
3. Supporting new technology projects focused on upstream
hydrogen and carbon capture use and storage.
4. Our sectoral pathways are how we are, over time, steering up to nine of our highest emitting
sectors in our loan portfolio towards the Paris Agreement goals as part of our commitment to the NZBA.
Overview and governance
Environmental sustainability
Our approach to climate change
Financing sustainability
Housing
Financial wellbeing
Customer experience
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Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
21

FINANCING
SUSTAINABILITY
Progress towards our $100b social and environmental sustainability target
13% SOCIAL
0%
100%
21% ENVIRONMENTAL
66% SUSTAINABILITY-LINKED
$0.5 billion Energy
$0.2 billion Green Building
$0.04 billion Transport
$0.08 billion Waste
$2.7 billion Sustainability-Linked Facilities
$0.005 billion
Aordable Housing
$4.6 billion
ESG-format Bonds
$0.4 billion Aordable Housing
$0.09 billion Other Social
Funded
2
$4.1 billion
Facilitated
3
$4.7 billion
1. This number is a restatement from our 2023 Half Year unaudited disclosures made on 5 May 2023 when the $50 billon target was closed after reaching $47.09 billion; the closing audited balance has since been confirmed as $46.99 billion. 2. For more information on funded categories see
ANZ's Social and Environmental Sustainability Target Methodology.
3. For more information on facilitated categories see ANZ's Social and Environmental Sustainability Target Methodology.
New $100 billion social and environmental
sustainability target
On 31 March 2023 ANZ concluded its $50 billion
by 2025 sustainable solutions target. We had funded
and facilitated close to $47.0 billion
1
across 387
transactions and were forecast to meet our $50 billion
target well in advance of 2025. Refer to page 83 of the
2023 Climate-related Financial Disclosures available
at anz.com/esgreport for details.
Therefore, on 1 April 2023 ANZ commenced a new
social and environmental sustainability target to
fund and facilitate at least $100 billion by the end
of 2030 in social and environmental outcomes
through customer activities and direct investments
by ANZ. The target applies to the Group and
includes initiatives that help lower carbon emissions,
protect nature and biodiversity, increase access to
affordable housing and promote financial wellbeing.
Under this target, we have funded and facilitated
approximately $8.8 billion across 54 transactions.
This includes green, social, sustainability and
sustainability-linked loans and bonds, and energy
and affordable housing transactions. Of these, $4.1
billion of transactions are on-balance sheet loans
and other credit lines provided to borrowers by
ANZ, while close to $4.7 billion has been facilitated –
almost entirely through ESG-format bonds.
The majority of transactions included in the new
social and environmental sustainability target to date
were funding for sustainability-linked facilities, energy,
affordable housing and green buildings (66%, 13%,
10% and 5% of funded transactions respectively)
and facilitation of ESG-format bond issuances.
Since 2015, we have achieved $74.9 billion in
sustainable funding and facilitation over three
sustainability targets. ANZ achieved $19.13 billion
on our $15 billion target, close to $47.0 billion
on our $50 billion target and approximately $8.8
billion on our $100 billion target so far.
We include both customer transactions and direct
investments by ANZ towards the $100 billion social
and environmental sustainability target. Customer
transactions can be either unlabelled social and
environmental sustainability activities or labelled
sustainable finance transactions that are aligned
with any of the 17 United Nations Sustainable
Development Goals (SDGs). This recognises the
importance of supporting sustainability and
increasing demand from customers across more
SDGs including those covering social issues,
nature and biodiversity. Our detailed Social and
Environmental Sustainability Target Methodology
is available at anz.com/esgreport.
HIGHLIGHT
KMD Brands Limited
KMD Group refinanced its syndicated debt facilities
into NZ$310 million equivalent sustainability-linked
facilities, including guarantee lines in May 2023. The
facilities featured updated sustainability targets of
the KMD Group including reducing greenhouse
gas emissions, continued B Corp certification, and
improving transparency within its supply chain.
ANZ acted as Sole Sustainability Coordinator, Sole
Mandated Lead Arranger & Bookrunner, Facility
Agent, and Security Trustee.
Impact Investment Exchange IIX
In December 2022, ANZ led the inaugural US$50
million four-year Women’s Livelihood Bond for
Impact Investment Exchange (IIX), the world’s first
sustainable debt issued under the Orange Bond
Principles which aims to mobilise gender-lens
investing under an orange-labelled asset class.
The structure securitises a portfolio of loans to
enterprises that are deemed to have a positive
impact on women’s livelihood and may not have
access to international capital markets. The Bond’s
proceeds are intended to support approximately
280,000-300,000 women across Asia and Africa to
transition to more sustainable, climate-resilient
livelihoods.
The Women’s Livelihood Bond Series leverages
innovative financial instruments to advance gender
equality at scale. ANZ has been involved in all five
bond issuances totalling more than US$120 million.
Overview and governance
Environmental sustainability
Our approach to climate change
Financing sustainability
Housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
22

IMPROVING THE AVAILABILITY OF
SUITABLE AND AFFORDABLE HOUSING
HIGHLIGHT
This year, ANZ supported the launch of a new project
to market by specialist affordable housing fund
manager Super Housing Partnership (SHP) and their
venture partner, Assemble. SHP provides institutional
investors with access to equity investments in new
build-to-rent housing projects with a focus on social
and affordable housing in Australia.
In September, construction commenced on
SHP’s first project located in Kensington, Victoria.
The residential development comprises 362
apartments including 73 social, 73 affordable,
14 specialist disability accommodation and
202 private market rental homes.
Partnering with SHP, Assemble, HESTA, Treasury
Corporation of Victoria, and Housing Choices
Australia has delivered a project that clearly
demonstrates the role innovative financial solutions
can play when purpose-aligned organisations
across government, the private market and the
community sector, come together. It is significant
that this represents a deal with no underlying
government subsidy to deliver this project.
Bringing more homes to market
In 2018, ANZ announced a public target to
fund and facilitate $1 billion of investment by
2023 to deliver more affordable, secure and
sustainable homes to buy and rent. In 2020,
having exceeded that objective, ANZ extended
the target.
Today, ANZ’s current housing target is to fund and
facilitate $10 billion in investment by 2030 for more
affordable, secure and sustainable homes to buy and
rent. We have already delivered around $5.3 billion
1

into the housing sector, with around $610 million
delivered in 2023, a testament to our focus and the
market’s appetite.
Our target is focused on delivering more new
housing supply to market. Specifically, how
financial institutions can play their part in
changing the market to deliver more of the
right housing, in the right locations at the right
price point for both rental and purchase.
This can be completed through the ongoing
delivery of housing supply including backing of
emerging markets, new market models and scalable
pilot projects. Investment in social and affordable
housing not only provides financial returns to
investors, but also supports both the economy
and society.
We are focused on helping improve
the availability of suitable and aordable
housing options for all Australians
and New Zealanders by:
• increasing the supply of new
social and aordable housing
into the market;
• backing new housing models from
pilot to scale to support delivery
of a housing pipeline; and
• nancing emerging markets such
as build-to-rent-to-own, specialist
disability accommodation and
land lease communities.
1. Includes a cumulative $4.4 billion disclosed in 2022, around $610
million disclosed in 2023 and around an additional $288 million in
deferred deals from 2022 that have not previously been disclosed.
Image: Artist's render of the Super Housing Partnership's Kensington project.
Overview and governance
Environmental sustainability
Housing
Improving the availability of
suitable and affordable housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
23

DELIVERING $5 BILLION OF HOUSING SUPPLY IN FIVE YEARS
Since 2018, ANZ has continued to focus on supporting our customers across each of our major housing strategy pillars, maintaining our focus on
long-term supply initiatives. Examples of projects we have supported include:
Social and Affordable Housing
Housing supply for government to meet the
needs of vulnerable communities and for rental
or purchase at 80% or below local market price.
This includes affordable market housing, community
and public housing, or affordable seniors living
such as Land Lease Communities.
Accessible Housing
Funding the development of homes, which are
aimed at supporting people with disability to pursue
their goals, realise their full potential and to exit
inappropriate forms of existing accommodation
such as hospitals and residential aged care.
Secure Housing
Housing supply that provides security of tenure
for both rental and purchase. This includes build-
to-rent-to-own, build-to-hold, and build-to-rent.
Sustainable Housing
Housing supply that delivers above regulatory
minimum standards for energy, water or waste.
Includes 7-star NATHERS or above, carbon
neutral, net zero and Green Star Communities.
HIGHLIGHT
Funded a $57 million facility to support the
Conscious Investment Management Group’s
affordable housing investment fund in a partnership
with Housing First to provide 307 apartments.
Includes a 10-year subsidy from the Victorian
Government which demonstrates the role the finance
sector can play when the funding gap is bridged.
HIGHLIGHT
ANZ is a leading financier with more than $300
million of investment in the Specialist Disability
Accommodation (SDA) sector since 2018 which
finances groups, such as MySas and Synergis, that
have developed purpose built accommodation
for up to 530 SDA participants.
HIGHLIGHT
Supporting the expansion of Assemble’s build-to-
rent-to-own (BTRTO) model with three projects
underway or completed including construction
of a 199-apartment BTRTO project in Kensington,
Victoria. The model seeks to overcome two major
housing market hurdles: security of tenure and
the deposit gap.
HIGHLIGHT
In partnership with the Clean Energy Finance
Corporation, completed a $160 million green
loan for residential developer Mulpha Australia
to deliver nearly 200 apartments powered by
100% renewable energy with an all-electric
and gas-free design.
Overview and governance
Environmental sustainability
Housing
Improving the availability of
suitable and affordable housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
24

Affordable and sustainable housing
in New Zealand
In 2023, ANZ continued to support New Zealanders
looking to combat rising energy and fuel costs and
improve the environmental sustainability of their
homes, encouraging better housing standards for
both owner occupiers and renters through:
•Our Healthy Home Loan package offers
interest rate discounts and fee savings for
eligible
3
customers who are buying, building,
renovating or already own a home with a
6 Homestar rating or higher.
•Our Good Energy Home Loan top up is
available to existing eligible
4
home loan
customers to upgrade their homes with solar
panels, heating and insulation, double glazing,
ventilation systems or rainwater tanks. It can also
be used for electric and hybrid vehicles, electric
bikes, and electric vehicle chargers. It allows
customers to borrow up to NZ$80,000 at a
3-year fixed interest rate of 1% per annum.
Across the two products since October 2020,
8,091 households drew down the loans, for
an aggregate amount of NZ$372.7 million.
This year, more than 11,000 Kiwis also took
advantage of our new Home Loan Check-In.
An average of 55% of these customers decided
to take action following the check in, including
making changes to their loan. The check in is
designed to support customers through the
current economic environment, to help ensure
their home loan meets their needs.
Our ongoing partnership with the New Zealand
Green Building Council includes support for
HomeFit – a free online tool to check the health,
comfort, energy efficiency and safety of new homes,
or advise on how New Zealanders can improve
the health of their current home.
In-depth housing market analysis
ANZ continues to play a role in supporting the
development of housing policy. We maintain
ongoing engagement with industry stakeholders
from across the sector, offering both public policy
and market expertise to support government,
the community and our customers.
Our ongoing partnership with CoreLogic (a leading
provider of property data and analytics) delivers
housing affordability research and in-depth market
analysis for the Australian housing market.
In 2023, CoreLogic research showed fluctuations
in interest rates, inflation and migration created a
mismatch of housing supply and demand, creating
a deterioration of rental affordability with a particular
pain-point for low-income households leading to
increased pressure on social housing providers and
homelessness service providers. For first home
buyers, record high rent values, a rising deposit
hurdle and rising interest costs presented an
unprecedented combination of challenges in
the current housing market dynamic.
These insights further support our focus
on delivering security of tenure for renters,
including the opportunity to purchase; and
the need to increase the supply of social and
affordable housing. For more information visit
anz.com.au/about-us/esg/housing/
ANZ Community Foundation
housing grants
This year, the ANZ Community Foundation provided
a number of grants to not-for-profit organisations
providing appropriate housing for Australians
experiencing vulnerability and at risk of
homelessness, including:
•Anika Legal (VIC) – A free online legal service
that provides reliable legal advice for renters to
take control of their living arrangements. Provided
a grant of $20,000 to support people transitioning
from homelessness into housing to understand
tenant’s rights.
•YWCA (NT) – A non-profit organisation providing
safe and affordable accommodation and services
to support women and gender diverse people
experiencing homelessness, family violence
or other crises. Provided a grant of $23,500
to upgrade emergency accommodation for
youth experiencing homelessness.
For more information about community
giving see pages 32-34.
3. Important information: ANZ Health Home Loan Package: https://www.anz.co.nz/personal/home-loans-mortgages/loan-types/healthy-homes/. 4. Important information: ANZ Good Energy Home Loan:
https://www.anz.co.nz/personal/home-loans-mortgages/loan-types/good-energy/.
Overview and governance
Environmental sustainability
Housing
Improving the availability of
suitable and affordable housing
Financial wellbeing
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
25

SUPPORTING
FINANCIAL WELLBEING
¢
$
Financial wellbeing is the extent to which someone is able to meet all
their current commitments and needs comfortably and has the financial
resilience to maintain this in the future.
ANZ has been exploring the financial literacy,
capability, attitudes and behaviours of Australian
adults for more than 20 years. This body of research
has informed our approach to improving the
financial wellbeing of our people, customers and
communities by helping them make the most of
their money throughout their lives.
Beyond providing core banking services, we have
played a key role in leading research into what is
influencing financial wellbeing in Australia and
New Zealand. Insights from our research are shared
publicly so they can be used by government,
community and corporate sectors to inform their
work, and we use these insights to inform our
products and services including ANZ Plus, as well
as our financial education programs Saver Plus and
MoneyMinded. More information on ANZ Plus can
be found on page 35 and our financial inclusion
programs can be found on pages 29-31.
Measuring financial wellbeing
Financial wellbeing is measured by converting participants’ responses to a series of questions into scores
(out of 100) against components considered to make up overall personal financial wellbeing. An overall
financial wellbeing score is created as an average of these components:
Four dimensions of financial wellbeing
MEETING
EVERYDAY
COMMITMENTS
How well people meet
their current expenses
FEELING
COMFORTABLE
How comfortable people
feel about their current
financial situation
(next 12 months)
FINANCIAL
RESILIENCE
The ability to cope
with financial setbacks
FEELING
SECURE FOR
THE FUTURE
A long-term view of
future financial security
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Supporting financial wellbeing
Community investment
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
26

Tracking financial wellbeing
ANZ tracks the financial wellbeing of Australians with the ANZ Roy Morgan
Financial Wellbeing Indicator, with the latest release comparing March 2023
results with June 2023.
The update pointed to a continued downturn in financial wellbeing in Australia this year.
As a result, the proportion of Australians considered ‘struggling’ with their financial wellbeing
(a score of less than 30 out of 100) increased to 19% of the population, up more than
3 ppt from the same time in 2022. The proportion of those struggling varied widely
across demographics, including:
As the cost of living increased in early 2023,
Australians began to feel less comfortable about
their financial situation which led to a decline in
their financial wellbeing. By September, Australians
were finding it increasingly difficult to meet their
everyday commitments.
The decline in meeting commitments for the
March 2023 quarter was more evident among
renters (down 4.9%) than those paying off their
mortgage (down 0.8%) or those who own
their home outright (down 0.7%).
To ‘make ends meet’, renters appear to have several
strategies including drawing down on savings,
increasing purchases on credit and seeking
additional employment. Although people paying
off their mortgage were also drawing down on
their savings and increasing purchases on credit,
they were not seeking additional employment,
and people who own their home outright were
primarily increasing purchases on credit.
More information about the Financial
Wellbeing Indicator can be found at
anz.com.au/about-us/esg/financial-wellbeing/
Financial wellbeing in Australia, monthly spot data and 12-month moving average (Jan-14 to Jun-23)
31.3%
22.3%
28.3%
22.0%
25.2%
21.9%
23.2%
Renters
People looking for work
Aboriginal and
Torres Strait Islander people
Women
Households with incomes
of less than $100,000 a year
People living in country areas
People aged 14-24
64
62
60
58
56
54
52
55.0
52.9
50
Indicator spot result12-month moving average
Jan-14
Apr-14
Jul-14
Oct-14
Jan-15
Apr-15
Jul-15
Oct-15
Jan-16
Apr-16
Jul-16
Oct-16
Jan-17
Apr-17
Jul-17
Oct-17
Jan-18
Apr-18
Jul-18
Oct-18
Jan-19
Apr-19
Jul-19
Oct-19
Jan-20
Apr-20
Jul-20
Jan-21
Apr-21
Jul-21
Oct-21
Jan-22
Apr-22
Jul-22
Apr-23
Jun-23
Oct-22
Jan-23
Oct-20
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Supporting financial wellbeing
Community investment
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
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Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
27

A spotlight on Australian women
ANZ research examined the factors driving a persistent gap between
the financial wellbeing outcomes of women and men in Australia to
help improve how we support female participants through our financial
education programs. The research was released in March to recognise
International Women’s Day.
The research found Australian women consistently
experience lower financial wellbeing than men
at every life stage. Socio-economic factors such
as employment opportunities, household living
arrangements and looking after dependents had a
greater impact on the financial wellbeing of women
than men throughout their lives. These factors have
an ongoing influence on the ability for women to
save and build financial resilience. While women
and men tried equally to save, even if only a small
amount, 17% of women reported not having any
savings to fall back on compared to 10% of men.
Women were also less likely to be building resilience
for their longer-term future with lower levels of
investment in long-term assets. Fewer women (35%)
felt they would be able to save enough money to
last them to the end of their life than men (45%).
While socio-economic factors were key to this,
financial confidence also played a significant role.
At all age groups, women felt less confident about
their ability to plan their financial future and were
less likely to feel they understood the risks associated
with financial products, particularly long-term
investment products.
Most concerningly, the gap in financial wellbeing
begins early in adulthood with 18–24-year-old
women having lower investment in risk assets than
their male counterparts. This same demographic felt
more anxious about their future financial situation
than young men.
With these findings in mind, supporting women
to build financial resilience and long-term financial
security despite challenging socio-economic
conditions appears key to their financial wellbeing.
Fostering opportunities to build financial knowledge,
particularly in longer-term investment risks and
nurturing a workplace culture that supports all
people to balance work and family commitments
may also aid in growing financial confidence,
behaviours and wellbeing. Refer to pages 65-68
for information on our approach to diversity
and inclusion.
The research can be found at
anz.com.au/about-us/esg/financial-wellbeing/
Women
64%
Men
71%
Women
47%
Men
37%
Australians feeling confident they
can plan their financial future
Australians feeling anxious about
their future financial situation
Impact of household type on women’s financial wellbeing score (out of 100)
Financial wellbeing score by age and
male/female (out of 100)
Living with spouse
no children
71
Living with spouse
with children
61
Single
parent
42
Living
alone
65
18–2425–3435–4950–6465+
90
80
70
60
50
40
30
FemaleMale
54
49
60
57
63
58
68
63
80
73
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Supporting financial wellbeing
Community investment
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
28

Characteristics of MoneyMinded participants
3
AUSTRALIANEW ZEALANDASIA-PACIFIC
Female
74. 8%60.0%53.5%
Male
24.3%37.0%46.4%
Non-binary
0.9%3.0%0.1%
Sole parents
32.3%36.9%7.1%
Unemployed
20.3%45.0%23.9%
Aboriginal or Torres
Strait Islander heritage
8.5%
N/AN/A
MoneyMinded: supporting financial
wellbeing across our region
MoneyMinded is ANZ’s flagship financial
education program, supporting adults on
lower incomes to build their financial skills,
knowledge, and confidence. The program
is delivered by community organisations
in Australia and New Zealand. In addition,
this year MoneyMinded was delivered in 14
markets across Asia and the Pacific region by
community organisations and ANZ employees.
An estimated 927,500 people have participated
in MoneyMinded, including MoneyBusiness,
since 2002, with 83,974 participating this year.
Feedback from MoneyMinded coaches and
participants about the impact of MoneyMinded
is available in our annual Impact Reports at
anz.com.au/about-us/esg/financial-wellbeing/
moneyminded/
A partnership approach to building
financial wellbeing with MoneyMinded
The success of MoneyMinded has relied on our
partnerships with community organisations and
individuals who are best placed to deliver the
program within vulnerable and disadvantaged
communities.
We have exceeded our target of establishing seven
new partnerships by the end of 2023 to expand
the reach and impact of MoneyMinded within
these communities. Since October 2020, we have
established 14 new MoneyMinded partnerships
across New Zealand, Fiji, Timor Leste, and elsewhere
in Asia and the Pacific.
To continue this work, we have set a new target
to pilot a savings program
1
for people on lower
incomes in Fiji and Vanuatu by the end of 2025, with
at least 80% of participants having demonstrated
a savings habit
2
upon completion. More details on
our ESG targets can be found on page pages 15-20.
Family violence education
for prevention and recovery
In 2016, ANZ introduced an extension of
MoneyMinded designed specifically for people
in the community experiencing family violence.
It’s not always easy to recognise victim survivors of
abuse, but they are people we may have contact
with every day in our families, workplaces, and
neighbourhoods. In many cases, a person may
not immediately realise they’re experiencing family
violence as the impacts extend beyond physical
and emotional abuse.
One form of family violence is financial abuse
in which perpetrators may control their victim’s
finances or create debt in the victim survivor’s name.
This limits the victim survivor’s capacity to meet
basic needs, their freedom of choice and impacts
their actions now and into the future.
Berry Street has been training family violence
specialists in the enhanced MoneyMinded program
– including a new range of visual resources, prompt
cards, animations, and interactive handouts,
supporting community professionals to talk about
financial abuse with their clients in accessible ways.
According to one MoneyMinded for family violence
trainer, the program has focused on the needs of
victim survivors, identifying the warning signs of
financial abuse and the tools to help them move
forward financially.
“The program is designed to be flexible and
user friendly, adaptable to the needs of the
victim survivor and the focus of the supporting
agency,” they said. “I love the online tools and
resources – they are so easy to use. As an
experienced practitioner, I feel more confident
to have conversations around money to support
victim survivors.”
Nearly 200 MoneyMinded for family violence
coaches have been accredited this year to use
these tailored resources with their clients following
the program refresh.
1. Saver Plus. 2. Eight out of 10 months saving (as per Saver Plus program), measured by participant survey data. 3. Characteristics are from the 2023 MoneyMinded survey responses and do not include MoneyBusiness survey responses.
Overview and governance
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Housing
Financial wellbeing
Supporting financial wellbeing
Community investment
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Employee wellbeing,
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29

MoneyMinded in Australia
Community professionals working in a client facing
role within the not for profit sector are eligible to
attend MoneyMinded coach training, delivered
in-person and virtually to support people accessing
the training across Australia. Accredited coaches are
given access to a suite of both physical resources
and online resources they can use with their clients.
According to one accredited MoneyMinded coach,
the resources and information were easy and useful.
“I was recommended this training a while ago and
finally decided to attend,” they said. “I really like the
session planning tool, so easy to use and able to be
tailored for each person’s unique needs.”
Another accredited MoneyMinded coach said the
information and discussions were relevant and
provided a toolbox of information to better support
the families they work with to expand their skills and
knowledge. “It helps to better develop their money
skills including creating a budget, reduce debt and
work towards saving more regularly,” they said.
MoneyMinded in Fiji
Since 2010, MoneyMinded has been delivered across
the Asia Pacific region, including in Fiji where ANZ
and Fiji Rugby Union (FRU) have formalised a new
partnership to help players, FRU staff and members
improve their money skills, knowledge, and
confidence.
A spokesperson for FRU said they “were pleased
to strengthen our Vuvale partnership by locking in
financial literacy training for our players, our staff
and members, helping us to create a better financial
future for our Fiji Rugby vuvale (family).”
According to ANZ Fiji Country Head Rabih Yazbek,
Rugby Union players are some of the most
important role models in Fiji. “When the country
sees them making progress on their personal
financial journey, it has a huge impact on their
fellow Fijians,” he said.
MoneyMinded in New Zealand
Community Colleges NZ (Comcol) is one of
ANZ Bank New Zealand’s main MoneyMinded
delivery partners. With five locations across the
South Island, they have over 40 years’ experience
providing quality, hands-on learning and practical
training to rangatahi (youth). Services include
youth support, vocational training and preparation
for employment.
More than 35 youth coaches have been trained
to deliver MoneyMinded at Comcol, ensuring
clients from Rangiora in North Canterbury down
to Invercargill in Southland have the opportunity
to learn and practice budgeting and goal-setting
skills, standing them in great stead for their futures.
This year, more than 250 clients have been reached
through the program with ComCol.
Andrea Meier has delivered MoneyMinded at
Comcol since 2022, leading over 20 clients through
the course. She finds getting clients to go through
their needs and wants using a series of cards is a
real eye-opener. “It can vary so much from person
to person,” she says. “But before our students can
learn to budget successfully, it’s so important they
separate their spending habits into the things they
can’t get by without and those which are nice to
have, but not absolutely necessary.”
MoneyBusiness in Australia
MoneyBusiness was developed to
build the money management skills and
confidence of Indigenous Australians
and develop a stronger savings culture
in remote communities.
Developed in 2005 by ANZ in partnership with
the Australian Government, it followed research
showing financial exclusion was a significant
challenge for Aboriginal and Torres Strait Islander
people, particularly those living in remote
communities. An estimated 90,400 people
have participated in MoneyBusiness since
2005, with 4,702 participating this year.
Overcoming remote challenges
As a team leader for Wunan Foundation,
Ahmuth travels across remote communities
in Western Australia including Kununurra,
Wyndham, Doon Doon and Kalumburu
to conduct financial education workshops
specific to the unique needs of each
community.
Ahmuth initially completed MoneyBusiness
in 2016 and refreshed his training when the
MoneyBusiness resources were updated.
“The transportable MoneyBusiness kit has
proven to be an indispensable asset along
my journey,” he said. “It’s convenient and
the comprehensive resource is very reliable
and accessible. It has supported my ability
to overcome remote challenges and capacity
to build trust with participants, contributing to
the success of the program in remote areas.”
Ahmuth says the resources not only allows him
to run efficient and effective workshops, they
also align with with his values of sustainability
and environmental responsibility with electricity
a common theme in his workshops this year.
“MoneyBusiness facilitates community
engagement sessions, bringing together
individuals who face similar changes,” he said.
“Through these group discussions, clients can
share experiences, exchange ideas and find
collective solutions to alleviate the impact
of high electricity costs”.
Case study
Overview and governance
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Financial wellbeing
Supporting financial wellbeing
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Employee wellbeing,
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ANZ 2023 ESG Supplement
30

Saver Plus
Saver Plus is a matched savings and financial
education program developed in 2003 by ANZ
and the Brotherhood of St Laurence. Funded by
ANZ and the Australian Government, Saver Plus
is delivered in partnership with Berry Street,
Brotherhood of St Laurence, and The Smith
Family. The Saver Plus program supports lower
income earners to build a savings habit, access
financial education and receive matched
savings of up to $500 from ANZ to support
their own, or their children’s, education.
This year, Saver Plus celebrated 20 years
of improving peoples’ financial wellbeing
by expanding from 60 individual sites to
a national online program. The program is
now available online to anyone in Australia
who meets the eligibility criteria.
Saver Plus participants open an ANZ savings
account, set a savings goal and make deposits
regularly over 10-months while attending
MoneyMinded financial education sessions.
Research has shown many participants go
on to establish a lasting savings habit to
achieve their financial goals and improve
their financial wellbeing.
More than 3,200 Australians participated
in Saver Plus this year, totalling more than
58,000 since 2003 who have saved more
than $29 million and received more than
$24 million in matched savings from ANZ
for education costs. More than 80% of
participants in the program are women
1
,
half of all participants are single parents
and 80% are not working full-time.
Meet Danielle, a Saver Plus participant
For many Australians, owning their own
home is a dream that feels out of reach.
As a mother to six children, Danielle found
it hard to save for rainy days and even
harder saving for a long-term goal.
Danielle participated in the Saver Plus program
in 2014 while studying to become a counsellor
and continued to use the Saver Plus ethos and
her ANZ Progress Saver account after finishing
the program.
“[One thing] that stuck with me was the
repetition,” she said. “Making sure to put money
aside every week and I’m still doing that today.”
Like many others, Danielle has had ups and
downs. “I ended up losing work through COVID,”
she said. “But we managed to still save thanks
to Saver Plus.” Danielle learnt a few tips
throughout her time in the program about
saving little amounts of money here and there.
During this difficult time, Danielle also reached
out to her former Saver Plus coordinator for
advice and support. “They told me to keep
focusing on my long-term goal, which was
saving a deposit for a house,” she said.
Through determination and savings
fundamentals, Danielle and her husband achieved
their long-term goal of being homeowners.
“We’re currently living in that dream house,”
she said. “A sense of achievement came out
of managing to put all that money aside all
by myself. I feel very empowered.”
Case study
1. Refer to "Saver Plus: pathways to wellbeing" report (2018).
Image: Saver Plus participant Danielle with her program coordinator.
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Supporting financial wellbeing
Community investment
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
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31

COMMUNITY
INVESTMENT
We invest in the communities in which we operate and
play a role in supporting their capacity and resilience –
supporting our purpose to shape a world where people
and communities thrive. Throughout the year we have
continued to work closely with our community partners to
seek to provide support in a respectful, fair, and appropriate
way, especially as cost-of-living pressures increase.
1. Cash: gross monetary amount paid in support of a community organisation/project. Time: cost to the company of the paid working hours contributed by employees to a community organisation or activity. In-kind services: other non-cash resources to community activities (e.g. company products
or services or corporate resources). Management costs: costs incurred in making contributions, such as salaries and overheads. Forgone revenue: the cost of providing low or fee-free accounts to a range of customers such as government benefit recipients, not-for-profit organisations, students, and
the elderly. International transfer fees were waived for funds sent from Australia and New Zealand to Turkiye, Sri Lanka, Ukraine and the Pacific to support communities impacted by disaster-related events. This figure does not include remediation funds distributed to charity.
2023 contribution by type
1
CASH
$23,851,566
TIME
$3,048,733
MANAGEMENT COSTS
$5,492,071
IN KIND
$38,135
FORGONE REVENUE
$109,216,186
TOTAL
$141,646,691
Since 2005, we have measured the dollar
value of our community investment in
accordance with the Business for Societal
Impact Framework (formerly known as
London Benchmarking Group), a widely
adopted standard for measuring and
managing social impact.
In 2023, our community investment was
$141.6 million. In addition, we facilitated more
than $24.9 million in donations to community
organisations through our employees, customers,
shareholders, other partners, and the public,
including through our digital giving platform
Shout for Good.
Approximately $8.4 million of our community
investment totals (around 31% of our cash, time and
in-kind contributions) contributed to programs and
initiatives that support women and girls. We recognise
women’s social and economic empowerment is
critical to achieving gender equality.
Overview and governance
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Supporting financial wellbeing
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Giving
Our workplace giving program enables employees
in Australia to make contributions to around
30 charity partners aligned to our focus areas of
financial wellbeing, housing and environmental
sustainability through regular or once-off pre-tax
payroll deductions. Donations are ‘double matched’ –
ANZ donates two dollars for every dollar donated by
an employee (up to $5,000 per employee in a tax
year). This year, ANZ and our Australian employees
donated $1,380,780 to our charity partners through
workplace giving.
ANZ also double matches donations made by
employees in New Zealand and Fiji through payroll to
their respective staff foundations (charitable trusts that
provide small grants). Together with our employees,
we donated $2,937,136 to charitable organisations
in Australia, New Zealand, and Fiji in 2023.
Volunteering
Our Volunteer Leave Policy applies to permanent,
regular, and fixed-term employees, providing at
least one day of paid volunteer leave each year.
In 2023, our people volunteered 75,812.5 hours
to community organisations. This represents more
than 9,477 working days and $3,048,733 in value
to the community.
In 2023, ANZ Singapore was recognised by the
Singapore National Volunteer & Philanthropy Centre
(NVPC) as a Champion of Good. We were commended
for our long-term dedication to giving back in
the community, despite the challenges posed
by the pandemic. For example, ANZ employees
in Singapore are helping their community thrive
through volunteering with Willing Hearts where
they’ve cooked and packed more than 10,000
meals for vulnerable families.
ANZ staff also worked hard to move in-person
volunteer opportunities online, enabling the
continued delivery of ANZ’s flagship financial
literacy program MoneyMinded.
Community grants
$1.71 million in community grants were
provided this year:
$250,000
in ANZ Seeds
of Renewal
community grants
NZ$1.05M
in ANZ Bank
New Zealand Staff
Foundation grants
$440,000
in ANZ Community
Foundation grants
FJ$7 1 , 2 26
in ANZ Fiji Staff
Foundation
donations
ANZ Seeds of Renewal
grant program
This year marks the 20th anniversary
of our partnership with the Foundation
for Rural and Regional Renewal (FRRR)
to deliver the ANZ Seeds of Renewal
program, with more organisations
across Australia receiving grants in 2023.
The program provides grants of up to
$15,000 to help build vibrant and sustainable
communities in regional Australia. This year,
we funded $250,000 in community grants,
shared between 20 projects.
In the 20 years since the program’s inception,
ANZ has donated more than $5.75 million in
small grants to over 800 community groups
and supported more than 900 projects in
regional Australia.
Case study
Image: Woodend CFA 2nd Lieutenant and Community Safety Officer Susan Hobbs and Ex-Captain and Deputy Group Officer
Michael Dornau
$
Image: ANZ Singapore staff volunteering for Willing Hearts.
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Supporting financial wellbeing
Community investment
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
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ANZ 2023 ESG Supplement
33

Shout for Good
This year, ANZ’s digital giving platform Shout
for Good, which supports charities in Australia
with free and innovative digital fundraising
solutions, facilitated over $15.3 million in
donations for more than 390 charities.
In 2023, Shout for Good launched a dedicated
ticketing component to their existing product suite
which provides charities the ability to set up and
sell digital tickets to fundraising events. Further
information can be found at shoutforgood.com.
Disaster relief and building resilience
We are supporting our customers and communities
to manage and recover from natural disasters.
Our Disaster Relief and Recovery Policy guides an
efficient, coordinated and proportionate response
to disasters. The policy encompasses a range
of measures including charitable donations,
hardship assistance, financial advice and employee
volunteering to assist with community rebuilding.
This year, we activated financial relief packages
for customers in Australia affected by floods
across Victoria, New South Wales, South Australia,
Tasmania, Kimberley/Derby region and by Cyclone
Ilsa in Western Australia. In addition, ANZ donated
$50,000 to local organisations for flood recovery
efforts in the Kimberley/Derby region in January.
We implemented our New Zealand customer
assistance package for those affected by severe
weather events in the North Island including
Cyclones Gabrielle and Hale, and floods
throughout January and February.
In addition, we donated NZ$100,000 to the
Auckland Mayoral Relief Fund to support local
communities impacted by the January flooding
event and pledged NZ$3 million in donations to
communities affected by Cyclone Gabrielle. This
included NZ$1 million to support businesses and
communities through local relief funds and Iwi
organisations in affected regions, NZ$1 million to
support horticulture and agriculture sector groups
and a NZ$1 million donation to the New Zealand
Red Cross Disaster Fund through a special
fundraising event with New Zealand Cricket.
We also launched a new low-interest ANZ Business
Regrowth Loan in New Zealand aimed at creating
a more enduring solution for those in need of
finance following extreme weather events.
To help the flow of funds to communities impacted
by the cyclones, ANZ waived transfer fees on foreign
currency international transfers from Australia
to New Zealand. ANZ also waived international
monetary transfer fees for transfers from Australia
and New Zealand to Turkiye and continued to
waive transfer fees to communities in Ukraine,
Sri Lanka and Pacific communities including the
Cook Islands, Fiji, French Polynesia (AU only),
Kiribati, New Caledonia, Papua New Guinea, Samoa,
Solomon Islands, Timor Leste, Tonga and Vanuatu.
For more information, please see
anz.com.au/about-us/esg/community
Distributing remediation funds to charity
Our remediation program seeks to put things
right for customers who may have been impacted
by errors we’ve made. While we seek to ensure
remediation payments reach those impacted,
there are some cases where that does not occur,
for example, when we cannot locate a former
customer. In most cases, we distribute the
remediation payment amount to charity.
In 2023, we distributed more than $6 million in
remediation funds to charities throughout Australia
including Berry Street, The Smith Family and
community legal centres. These donations have
funded more than 20 projects focused on delivering
long-term benefits to disadvantaged communities
or those in need of extra care across metropolitan
and regional areas.
Projects include:
Job readiness for long-term unemployed
women in regional and rural areas to find
and retain employment
Preventing and responding to financial
abuse of older people
Financial education and mental wellbeing
workshops for Indigenous Australians
Image: A vineyard in New Zealand's Esk Valley impacted by Cyclone Gabrielle.
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Supporting financial wellbeing
Community investment
Customer experience
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
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ANZ 2023 ESG Supplement
34

Image: ANZ Plus Journey Expert Chloe Yap and Coach Pranay Chathley
HELPING CUSTOMERS BETTER MANAGE
THEIR MONEY AND SAVE WITH ANZ PLUS
Launched in 2022, ANZ Plus is a new digital way to bank. Starting with a save
and transact proposition, ANZ Plus has grown to nearly 462,000 customers
in 2023, 36% of whom are actively saving towards a financial goal.
We are encouraging our customers to build and
maintain financial resilience with the aim of having
at least 2.5 million customers
1
with a financial buffer
2

of approximately 6 weeks’ expenses by the end
of 2026. For more information about our 2024
ESG targets see pages 19-20.
This year, we have focused on upgrading
existing and releasing new features for ANZ Plus
to improve the customer experience, including:
•Video chat with a Coach: This feature gives
customers peace of mind that conversations
regarding their most valuable assets are taking
place in a secure setting inside the ANZ Plus app,
with the support of an expert ANZ Plus Coach.
•Higher payment limits, protected by Selfie ID:
High-value, self-service payments have been
enabled on ANZ Plus via BPAY and Pay Anyone,
making it easier to pay a deposit for a new
home, buy a new car or make a payment on a
renovation. When changing a Pay Anyone or BPAY
limit, customers need to successfully authenticate
using SelfieID. Payments are also protected by
behavioural biometrics and FalconX controls.
•Visa Card Authentication Service (VCAS):
Handing over your card details to a new merchant
can concern some customers, especially for
high-value transactions. To help with this, ANZ
Plus has introduced Visa Card Authentication
Service which allows customers to approve
transactions identified as higher risk in the
ANZ Plus app, improving security.
•Home lending: We built a digital-first, data-driven
and automated home lending (refinance) solution
on modern technology and tested this with a
small number of staff customers.
Self-service options continue to grow, making it
easier for customers to quickly complete simple
tasks in the ANZ Plus app. For example, customers
can change their address, cancel and order a new
card or dispute a suspicious transaction without
needing to make a phone call or visit a branch.
ANZ Plus is focused on reducing the risk of fraud
and improving protection for our customers.
ANZ Plus safety features and controls start with a
secure onboarding process which ensures identity
documents are authentic and biometrically match
the customer’s “selfie” provided when joining.
Importantly, the introduction of a multi-layered
approach to onboarding has not been at the
expense of the customer experience, with
customers able to join ANZ Plus in minutes and
start banking almost instantly, proof that things
can be both simple to use and safe.
We are building the digital tools, data
insights and coaching to help bring the nine
financial wellbeing principles underpinning
ANZ Plus to life for our customers:
Spend less than you earn
Put money aside for a rainy day
Save regularly towards your goals
Protect what you can’t afford to lose
Borrow within your means
Pay your most expensive debt first
Build towards your retirement
Invest in things that grow
Give back to family, friends and
the community when you can
1. ANZ customers in Australia and New Zealand. From a baseline of approximately 2.4 million customers as at 30 September 2023. 2. An amount of money set aside for unplanned expenses.
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Helping customers better manage
their money and save with ANZ Plus
Digital banking in the Pacific
Supporting customers in need
of extra care and hardship
Resolving customer complaints fairly
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
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35

The island country of Kiribati,
on the edge of the Pacific Rim, is
home to just over 120,000 people
and is the most remote location
in ANZ’s international network
with no direct delivery services
to the country.
A combination of persistent COVID-related supply
chain disruptions and unexpected changes to
the levels of currency circulating in the economy
meant last year, Kiribati citizens found themselves
in a strange predicament: they ran out of coins.
As the only bank in the country, ANZ was
determined to help find a solution to provide
the desperately needed currency. Working with
Swire Shipping, ANZ sent 4.4 tonnes of coins across
more than 7,000 miles, before landing in Kiribati.
At the same time, ANZ has been focusing on
reducing Pacific customers' reliance on cash
through digital banking. This move will provide
our customers with more choice, lower costs
and promotes financial inclusion by providing
banking options to those in remote areas who
may have traditionally missed out in the past.
It gives Pacific people a platform to compete
on the international stage.
Over the past 12 months, customers in Kiribati
have been embracing digital services. The volume
of digital transactions in Kiribati increased 94%
and the value of transaction has grown by 63%
over 12 months. Although there are only around
9,300 ANZ Pacific app users in Kiribati compared
to nearly 42,000 in Fiji, digital transfers from
Kiribati customers are around half the volume
of Fiji customers, showing a shift in consumer
behaviour towards a digital future.
ANZ’s ‘banking the unbanked’ program is a
rural banking business model operating in
Fiji in partnership with the United Nations
Development Program. It delivers basic,
affordable, and reliable banking services
to remote and disadvantaged communities.
DIGITAL BANKING
IN THE PACIFIC
Source: Swire Shipping.
There are now more than
65,800 active ANZ Pacific
App customers across Fiji,
Samoa, Vanuatu, Cook
Islands, Tonga, Solomon
Islands and Kiribati.
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Helping customers better manage
their money and save with ANZ Plus
Digital banking in the Pacific
Supporting customers in need
of extra care and hardship
Resolving customer complaints fairly
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
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36

SUPPORTING CUSTOMERS
IN NEED OF EXTRA CARE
We continue to make progress implementing
our strategy for customers in need of extra
care in Australia. We are focused on product
design and data use to improve accessibility
and limit harm. We are also strengthening
frontline capability and undertaking
community and industry engagement.
Key areas of progress include:
•Our terms and conditions are being updated
for savings and transactions products, including
ANZ Plus, to make it clear financial abuse will
not be tolerated. We will take action to suspend,
cancel or deny access to an account if a customer
uses it to cause harm.
•We continue to provide enhanced training to
Australian employees through a combination of
leader-led meetings and workshops to identify
and support customers in need of extra care.
Topics include family violence, elder financial
abuse, Powers of Attorney, gambling harm,
supporting customers with disability and
those experiencing bereavement.
The Extra Care Hub
Our Extra Care Hub is a specialist team who
provide support to frontline staff. It has a focus on
supporting customers impacted by family violence
and financial abuse through early intervention, and
reviewing and making changes to their banking
arrangements to limit potential harm. The Hub
has helped support 800 cases this year.
In one case, branch staff supported a 79-year-old
Indigenous customer with limited mobility
experiencing cognitive decline. This customer lives
in an aged care facility and faces communication
challenges as a result of literacy and language
barriers. The customer was in receipt of regular
government payments. Branch staff noticed
suspicious activity such as the customer attending
the branch alongside others claiming to be family
to make large cash withdrawals as well as online
activity that appeared unlikely based on the
customer’s capacity.
Branch staff referred the matter to the Extra Care
Hub for specialist assistance. Legal approval was
obtained to engage the aged care facility, who
confirmed the customer did not have access to
the withdrawn funds and was often unable to
meet their daily expenses due to insufficient funds.
With the assistance of the aged care facility, the case
was reviewed by the Northern Territory Office of the
Public Guardian and an adult guardianship order was
granted to manage the customer’s finances.
For more information about how we are responding
to scams see page 42.
ANZ seeks to support customers in financial hardship or in
need of extra care, and ensure our products and services are
accessible and inclusive to all people. This aligns to our strategic
focus on improving financial wellbeing and the expectations
of our regulators, customers and the community.
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Helping customers better manage
their money and save with ANZ Plus
Digital banking in the Pacific
Supporting customers in need
of extra care and hardship
Resolving customer complaints fairly
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
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ANZ 2023 ESG Supplement
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Supporting Aboriginal and
Torres Strait Islander customers
ANZ recognises Aboriginal and Torres Strait Islander
customers, particularly those living in remote
communities, may experience barriers to banking
and financial inclusion.
We continue to support these customers through:
•ANZ’s Aboriginal and Torres Strait Islander
Customer Support Line which commenced
operating as a dedicated team in August this year.
If required, overflow calls are taken by trained
bankers across the Customer Contact Centre.
•Providing ongoing training to build cultural
capability and awareness for staff working on our
dedicated Aboriginal and Torres Strait Islander
Customer Support Line and in branch.
•Raising awareness of the Aboriginal and Torres
Strait Islander Customer Support Line among
community groups and the local community.
•Updating the Statement of Referee form, which
lists alternative forms of acceptable identification
for customers who do not have conventional
forms of identification to support more accessible
banking. The form now also includes financial
counsellors, staff at Services Australia and
community lawyers as referees.
For more information about ANZ’s Reconciliation
Action Plan see page 56.
Broome Circle
ANZ’s Customer Advocate team participates in
Broome Circle’s ‘Help us understand your way’
roundtable which brings together community sector
groups, financial counsellors, regulators, essential
service providers and banks. The focus of the
roundtable is to discuss barriers faced by residents
living in remote communities in Western Australia’s
Kimberley region and to collaborate on ways to
improve accessibility and outcomes for this group.
Some of these barriers include costly trips to the
closest branch and issues with re-authentication or
language. Many customers experience issues with
meeting identification requirements and have
difficulty opening a bank account, a fundamental
part of participating fully in the economy. Broome
Circle has also facilitated outreach trips to remote
communities, which ANZ has participated in, to
better understand the effects of financial exclusion
on these communities.
Supporting diverse language
and communication needs
To better support our culturally and linguistically
diverse customers, we offer an at-call interpreter
service, delivered with a independent provider,
that staff can contact to assist customers with
limited English. Overall, customer experience
and response times have improved, with a
broad range of languages and a high quality
of interpretation provided.
This year, use of the interpreter service was
extended to support more than 5,940 customers
in 67 languages. The interpreter service is available
across all Australia Retail teams for service enquiries,
making it easier for customers to communicate
over the phone or in-person in the language of
their choice.
We also offer written formats in languages other
than English:
•ATMs offer multilingual options covering eight
languages (Hindi, Arabic, Traditional Chinese,
Simplified Chinese, Korean, Greek, Vietnamese
and Italian).
•Our Australian Customer Complaints Guide is
available in Easy Read English and a range of
languages including Auslan format to support
customers whose first language is not English,
people with cognitive impairment or low
language literacy, and customers who are deaf
or hard of hearing. We have seen strong customer
use of these accessible formats, representing
more than 32% of downloads this year.
Our branch network
Over the past decade, we have seen a
long-term shift in how our customers
want to bank with us with the number
of customers coming into a branch for
transactions reducing significantly.
Closing a branch is never a decision taken
lightly and we carefully consider a number
of factors. This includes long-term analysis of
how many customers are visiting a branch,
how they’re using it and what the alternative
banking options are. As part of this analysis,
we look at customer behaviour data,
including whether these customers are
using ATMs, phone or digital banking.
We understand it’s important to speak with
our customers at this time and ensure that
those requiring assistance with their banking
needs are contacted as a priority. We also
engage with the local representatives of all
levels of government each time we close
a branch.
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Helping customers better manage
their money and save with ANZ Plus
Digital banking in the Pacific
Supporting customers in need
of extra care and hardship
Resolving customer complaints fairly
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
38

We provide customers with a range of options
to help address their circumstances:
1
Temporarily reducing or pausing repayments
2
Change to an interest only period
3
Loan restructuring including capitalisation
of arrears
4
Provide information and access to our
financial literacy programs
5
Referrals to financial counselling via the
National Debt and/or small business helpline
6
We may reduce the amount of debt owing
and, in sensitive circumstances, consider
debt forgiveness on a case-by-case basis
Data plays an important role in the early identification
of customers who may fall into hardship. Analysis
of savings, credit and offset account data helps us
to understand customers’ financial behaviour and
potential future outcomes. Further, this data helps
us to identify customers who may be receiving
unemployment benefits or experiencing a reduction
of more than 10% of their income. We can proactively
contact these customers, who may be at risk of
experiencing hardship, and provide them with
information about what assistance ANZ may be able
to offer. Additionally, ANZ staff are trained to identify
hardship triggers when engaging with customers.
When determining what assistance may be suitable,
we adopt a holistic approach which takes into
account all of the customer’s lending facilities.
Hardship experts are embedded across a number of
our hardship teams and are responsible for coaching
and uplifting the capability of hardship staff and
dealing with escalated and/or complex customer
hardship requests. This helps position our teams well
to help those who may need assistance through any
economic uncertainty and we are ready to support
customers through periods of financial hardship. We
endeavour to instil a culture of empathy and train
our staff to identify and respond appropriately to
each customers’ needs, assisting them through
a difficult period so they can get back on track.
Using artificial intelligence to help
identify stress
This year, ANZ piloted a daily “transaction score” in
Australia which can be used for hardship handling,
developed in conjunction with global analytics
software leader FICO. The transaction score is
calculated using banking data fed into machine
learning, which provides a score on a customer
account where there may be early signs of financial
stress. This allows our people to get in touch with
customers, by either SMS or telephone, to see if
there’s anything we can do to help.
Under the new transaction scoring system,
ANZ analyses both balance breakdowns and
internal dynamics. For example, the solution can
pick up when a customer is suddenly spending
excessively compared with savings and earnings.
It can also capture when there is a high level of
internal transfers between savings and transaction
accounts or reflect when a customer moves onto
government payments.
A total of 5 billion transactions over a 36-month
period were analysed to build out the scoring
solution. Everyday we are scoring 7.7 million retail
and commercial customers with the software
which translates to processing 17 million customer
accounts and 15 million transactions on a daily basis.
There are times when our customers are unable to meet their
financial commitments. In some cases, financial difficulty is
temporary, and our customers simply need time to get back on
track. While in others, the challenge is permanent and customers
may need extra help to review and restructure their financial
arrangements. Whatever the situation, we work with customers
to find a solution that is respectful, fair and appropriate.
SUPPORTING CUSTOMERS
IN FINANCIAL HARDSHIP
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Helping customers better manage
their money and save with ANZ Plus
Digital banking in the Pacific
Supporting customers in need
of extra care and hardship
Resolving customer complaints fairly
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
39

Australia
Over the past 12 months, we proactively contacted
more than 164,000 home loan customers each
month to check-in and ensure the ongoing
suitability of their loan arrangements. Assistance
ranges from proactive, early hardship offerings to
simple repayment reminders to ensure sufficient
funds are in the payment account – these reminders
have been particularly successful with a 22%
improvement in on-time payment for those we
reached out to. Despite ongoing interest rate
increases this year, our data continues to indicate
low levels of financial stress.
This year, we received 26,693 applications for
hardship assistance in Australia, a decrease from
36,326 in 2022. Our priority is always to help our
customers get back on track, and over 66% of
customers who contact us in hardship are back in
good shape with their home loan within 12 months.
New Zealand
Hardship application volumes in New Zealand have
increased to 4,441 this year, compared to 3,338 for
2022. Themes of illness, relationship break downs
and job loss or reduced hours remained consistent.
Based on a pilot in 2022, we have developed a
proactive contact program and marketing campaign
to reach out to home loan customers identified
using data analytics as potentially in need of
support. We contacted 293,169 home loan
customers as part of the program including
outbound calls to 1,541 customers to discuss
whether they required assistance such as
restructuring their lending. Contact details are
provided should the customer need assistance
in the future.
We continue to work with MoneyTalks, a free service
offering access to financial mentors located across
New Zealand who are fluent in several languages,
where we direct customers to obtain assistance
with financial budgeting options. Customers receive
a call from a trained professional within 24 hours
of a referral from ANZ.
Referral programs
Customers may need extra care for a range of
reasons including as a result of loss from family
breakup, illness including permanent injury, or
natural disasters. In addition to our hardship team
working with our customers, accessing financial
counselling can be a key step towards improving
financial wellbeing and regaining economic stability.
Economic dependency can also keep a person
locked into, or cause them to return to, an
abusive relationship. In circumstances where a
relationship has ended, a person may be left with
debt or may experience ongoing economic abuse.
Independent financial counselling and specialist
support can help a person on the path towards
economic independence.
We have processes in place to refer customers
in need of extra care to community partners
to receive appropriate assistance including:
•Way Forward Debt Solutions – this registered
charity provides free debt management services
to assist people in need of extra care to establish
affordable arrangements with their creditors
and management of debt repayments. This year,
we referred 61 customer accounts with current
funds under management of around $5.4 million.
•CareRing – run by Uniting, this program connects
customers to a coordinated range of support
services including housing support, social
workers, drug and alcohol services, home
energy assessments and employment services.
We referred nearly 500 customers to CareRing this
year. Clients of the CareRing program can also be
referred to our MoneyMinded program to develop
their basic budgeting skills. ANZ also provides a
specific program through CareRing for those in
need of immediate financial assistance to escape
domestic violence. This year, we have assisted
38 customers to access this support, providing
a combined total of more than $29,000 to assist
them on their journey to recovery.
•Fitted for Work (FFW) – this independent
Australian-based not-for-profit organisation
supports female-identifying unemployed
customers to improve their employment prospects
by developing a résumé, writing a cover letter and
provisioning appropriate work clothes. This year,
340 hardship customers looking for work were
referred to FFW. Since inception, approximately
25% of referred customers who have completed
the FFW program have found employment.
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Helping customers better manage
their money and save with ANZ Plus
Digital banking in the Pacific
Supporting customers in need
of extra care and hardship
Resolving customer complaints fairly
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
40

RESOLVING CUSTOMER
COMPLAINTS FAIRLY
We focus on investing in our capabilities,
embedding a culture where complaints
are valued as an opportunity to learn, and
delivering better customer outcomes. We
strive to deliver excellent products and
services to our customers, but if we get things
wrong we want to know, and seek to resolve
complaints with empathy and fairness.
Customers are able to lodge a complaint with ANZ
via online or customer-facing staff for Retail and
Commercial in Australia and New Zealand, enabling
the recording and resolution of complaints at first
point of contact. In some cases, where additional
support is required, complaints are escalated
internally to specialist complaint resolution teams
who work with the customer to find a resolution.
If a customer is not satisfied with the proposed
resolution of their complaint, they can escalate their
complaint to the Australian Financial Complaints
Authority (AFCA) or the Banking Ombudsman
Scheme (BOS) in New Zealand.
Reporting to the CEO, ANZ’s Customer Fairness
Adviser Evelyn Halls also provides advice to enable
a consistent and focused approach to customer
fairness. Through this role, Evelyn participates in
various internal customer forums as well as advising
on the industry’s approach to complaints and other
complex matters. The focus of Evelyn’s work this
year has included product design, service delivery
and scams.
Australia
Our ability to identify and analyse complaint data for
systemic issues continues to evolve via the use of
advanced analytical techniques, including machine
learning, to help proactively identify emerging issues
from complaints.
The Customer Advocate function supports the fair
treatment of bank customers by providing advice
and guidance on sensitive and complex customer
matters, conducting thematic reviews to identify
trends, and leading the Customer Advocacy Forum.
Thematic reviews have led to additional awareness-
raising for staff of the complexities regarding
non-standard identification documents, family
and domestic violence and Powers of Attorney.
The Customer Advocacy Forum monitors and
oversees identified and emerging issues that may
impact retail or small business customers, with
a focus on influencing fair customer outcomes
and limiting customer harm and detriment. A
Complaint Governance Forum, held bi-monthly,
provides oversight of the end-to-end complaints
management ecosystem, and promotes reduction
of key complaint drivers.
In February 2023, ANZ commenced the reporting
of internal complaints data to the Australian
Securities and Investments Commission (ASIC) on a
six-monthly basis. This year, ANZ recorded 328,154
complaints across a broad range of categories
including service quality; channel accessibility such
as branch or call centre queues and wait times; fees,
interest and rewards; account set-up/maintenance;
and fraud and scams. Complaints data and insights
are regularly reported to senior management and
the Board. This year, 5,444 complaints were referred
by customers to AFCA, a 16% increase since 2022.
Unauthorised transaction complaints
1
comprised
21% of complaints that progressed to AFCA this year.
These include a high number of customers being
targeted by investment scams where funds are
moved to various crypto accounts and become
untraceable. ANZ impersonator scams also continue
to drive complaints despite warnings by ANZ
on mobile and internet banking. Staff work with
customers and consider individual circumstances
to resolve these issues.
The percentage of all complaints resolved within
30 days of receipt remained unchanged at 98%
this year (98% in 2022).
New Zealand
Complaints recorded in New Zealand decreased
by 1% from 2022 with 37,475 recorded. We have
observed a growing trend of complainants seeking
an independent review of their concerns and
resolution offer, which has led to a 10% increase in
referrals to our internal escalation team and, in turn,
referrals to BOS increasing by 41%. We continue to
work with BOS to improve our complaints process
and support our customers to have confidence
we are adequately managing their issues.
Service issues accounted for 40% of total complaints
received, with ‘request actioned incorrectly’ being
the top service related issue in 2023. Credit cards,
transactional accounts and home loans were the
products with the most complaints. Common
concerns included account fees, requests actioned
incorrectly and maintenance fees.
The percentage of complaints resolved within
five working days remained unchanged at 91%
(91% in 2022); and the percentage of complaints
resolved within 30 calendar days of receipt remained
at 97% (97% in 2022).
Data relating to complaints is available in our
2023 ESG Data and Frameworks pack available
at anz.com/esgreport.
Further information on how ANZ is responding
to scams can be found on page 42.
1. Categorised by AFCA – includes scams where a customer was misled into authorising the transactions, fraud and disputed transactions.
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Helping customers better manage
their money and save with ANZ Plus
Digital banking in the Pacific
Supporting customers in need
of extra care and hardship
Resolving customer complaints fairly
Information security
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
41

INFORMATION
SECURITY
1. Excluding ANZ Plus.
Scams
This year, we continued to review and
adjust our capabilities to keep customers
safe as new scams emerge and cyber criminals
change how they operate. In 2023, our
people and our systems stopped more than
$100 million being sent to criminals and
our Scam Assist team investigated around
12,300 individual scams impacting retail
1

and commercial customers in Australia.
We attempt to recover funds reported as scams or
fraud. However, the ability to recover funds depends
on a number of factors including how quickly it is
reported to us and the speed in which funds are
transferred on by scammers. In many instances,
scammers transfer funds within minutes or use
them to purchase cryptocurrency. Given this, we
introduced friction and delays to some payment
destinations with high scam or fraud density.
We also worked with major telecommunications
companies to activate anti-spoofing technologies
such as the Do Not Originate (DNO) service and
technology to prevent scammers from using the
“ANZ” brand in text messages. This practice, known
as ‘spoofing’, has become increasingly common in
Australia and involves scammers sending an SMS
purporting to be from a legitimate organisation,
making it very difficult to spot a scam because it
is contained in the same text message thread as
previous communication from the company
being impersonated.
As an extension to our behavioural biometrics
technology delivered last year, ANZ invested in
a new security capability designed to detect mule
accounts being used to receive funds from scam
victims and other criminal activities. By using
artificial intelligence and machine learning, the
mule detection capability recognises money mules
and mule accounts.
A money mule is a person or company recruited
by criminals to transfer illegally obtained money
or goods on their behalf. Typically, money mules
will receive funds into their bank accounts and be
instructed to transfer the money to another financial
institution, or via alternative payment methods,
such as the purchase of cryptocurrency.
This year, the mule detection technology identified
nearly 1,400 high risk accounts. Once identified,
these accounts are reviewed by our fraud and scam
experts and, if it is found to be linked to a potential
or realised fraud or scam, the accounts are closed.
This process is supported by a new and dedicated
mule detection team who work alongside more
than 400 ANZ customer protection specialists.
We take the education of our customers and
bankers seriously. This includes training our people
to recognise new scams, helping them to protect
customers and supporting our customers to be
more secure through new education resources
and regular alerts. For more information visit
anz.com.au/security/fraud-detection/latest-
security-alerts/
Customers can also take steps to protect themselves
by remaining vigilant and suspicious of unsolicited
contact or requests for funds from unknown
individuals. For more information about how to
protect yourself against, or report, a potential scam
visit anz.com.au/security/protect-your-virtual-
valuables/scams/.
HIGHLIGHT
Detection and prevention in New Zealand
There has been a significant rise in fraud and scam
events across New Zealand this year with some
customers complaining if reimbursement claims
are unsuccessful. To address this growing issue,
ANZ Bank New Zealand invested in both detection
and prevention. We also joined a newly established
industry working group whose members include
representatives from the New Zealand Banking
Association and senior representatives from all the
major banks in New Zealand. The CEOs of New
Zealand's major banks meet regularly to discuss
this issue, among others.
The television education series, “You’ve Been
Scammed” was also funded and promoted by local
banks to help educate consumers on how to better
protect themselves. It was the fourth most popular
show on TVNZ in the month it aired.
Cyber events, data breaches, scams
and fraud activity continued to rise
in 2023, affecting our customers and
the community more broadly.
We have a focus on safeguarding the
confidentiality, integrity and availability
of our systems, services and information
to enable successful operations, business
growth and the financial wellbeing
of our customers.
Overview and governance
Environmental sustainability
Housing
Financial wellbeing
Customer experience
Information security
Scams
Cyber security
Financial crime
Data protection and privacy
Ethics, conduct and culture
Employee wellbeing,
engagement and inclusion
Explanatory notes
KPMG assurance opinion
ANZ 2023 ESG Supplement
42