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2022-01-19 3:13 pm
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Important update to our branch network & contact centre: Due to the spread of COVID-19 in the community many of our staff have been impacted. This is causing disruption to our branch network and long wait times when calling 132 888. Find out more.

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2022-01-10 11:44 am
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Impact Report 2020

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

What’s on this page

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.