1H24 Financial Results

Customer remediation Committed to making things right for customers Remediation & program costs Cumulative spend and provisions ($m)1 3,535 3,210 2,653 2,174 3,974 4,055 Customer refunds Cumulative customer refunds ($m)¹ • 2,601 • • $2,503m returned to customers $98m remaining 2,503 Refunds made Salaried Aligned Advice ...Wealth (Aligned Advice)² 1,181 Period Estimated fees received by advisors Refund rate excluding interest ~$0.5bn FY09 FY18 FY09-FY19 ~$1.2bn 22% 48%5 98 Refunds remaining Wealth (other)³ 707 1,454 Program costs FY14 FY15 FY16 FY17 FY18 FY19 FY20 FY21 FY22 FY23 1H24 Banking4 713 1H24 1. Relates to remediation programs in domestic divisions including those related to divested entities. 2. Includes historical Aligned Advice remediation primarily associated with ongoing service fees charged where no service was provided. 3. Includes an estimate of customer refunds (including interest) relating to advice quality, the Consumer Credit Insurance products, certain superannuation and other products. 4. Includes Retail and Business Banking, package fees, interest and fee remediation. 5. As at 31 December 2023, the Group had materially completed all case assessments and therefore does not expect the refund rate to change. 77

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