Investor Presentaiton

OUR FY21 ESG TARGETS FAIR AND RESPONSIBLE BANKING TARGET PERFORMANCE Develop & commence implementation of a new Customer Vulnerability Framework to improve the support we provide to customers experiencing vulnerability, by end 2021 (Australia) Implementation of our Customer Vulnerability Framework continues, including implementing inclusive design principles in our product management framework, ensuring our products are accessible, inclusive and do not cause harm; extending the pilot of our independent interpreter service to our Customer Protection team, improving our ability to assist customers from non-English speaking backgrounds; and increased proactive engagement with a range of community stakeholders to ensure our approach is well informed Design & commence implementation of a Human Rights Grievance Mechanism, using the UN Guiding Principles on Business and Human Rights, by end 2021 Final design framework for the Human Rights Grievance Mechanism (GM) has been approved by ERBC and Board EESG Committee. Implementation of the GM has commenced, including governance, embedding into policy and process, training, disclosures and communications The GM will be made public in Q1 FY22 after a final external stakeholder information session. Public reporting will commence in mid to late FY22 POVERTY DECENT WORK AND ECONOMIC GROWTH M ANZ 44

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