Leave site
Alert notice

Update to banking services: Bank Australia will discontinue cheque services and self-service phone banking from 28 March 2024. Read more

Close navigation
2023-12-22 2:05 pm
Alert notice

Public holiday alert. Our branches and our contact centre will be closed from Friday 29th March 2024 to Monday 1st April 2024, reopening Tuesday 2nd April 2024. Learn more

Close navigation
2023-06-23 12:09 pm

Impact Report 2020

Our Impact Report shares our performance and impact for 2020.

A man, wearing a backpack walking along a beach

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.

Person looking at Bank Australia mobile app on mobile phone