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2020 Impact Report

It was a big and challenging year for many of our customers, staff and their communities. Our focus was on providing care and support throughout the COVID-19 pandemic, as well as continuing to have a positive impact for people and the planet. 

Our Impact Report shares our performance and impact for the financial year 1 July 2019 to 30 June 2020. 

Read our 2020 Impact Report

You can read more about our financials at the 2020 Financial Report.

A 2020 snapshot

Key highlights from the year include:

  • increasing customer satisfaction to 90%, up from 88% in FY19.

  • achieving B Corp certification.

  • winning awards for customer satisfaction (Roy Morgan), trust (Mozo) and being Australia’s greenest bank (Finder), plus listed in the World’s Best Banks Awards by Forbes.

  • continued to enhance our digital banking offer, including being one of the early Australian banks to launch digital cards.

  • supported projects that have a positive impact on people and the planet with partnerships, donations and grants totalling $729,067 from our Impact Fund.

  • launched our Clean Energy Home Loan, rewarding customers who purchase, build or renovate an energy efficient home.

  • marked our first full year running on 100% renewable electricity.

Our purpose

This year we developed our Strategy 2025, which is about providing further clarity and focus for the bank and our stakeholders as we strive to be a purpose-driven, digital-first bank. 

As part of this work, we’ve updated our purpose and aspiration. This reflects both our successes against our previous purpose and aspiration plus the evolving landscape for purpose-driven business.

Our purpose

Our purpose is to inspire and empower our customers to use their money to create a world where people and the planet thrive.

Our aspiration

Our aspiration is to be Australia’s most trusted bank and leading purpose-driven business.

Did you know your choice of bank has a huge impact on the world? 

Find out what we do to support people and the planet.

B Corp

We’re proud members of the B Corp movement, committed to embedding purpose in all aspects of our business. We use banking as a force for good.

Find out more

Clean Money

The money in your account is used by banks to make loans and investments - to industries that do good or those that do harm. So where you bank ultimately shapes the world we live in.

Find out more