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