Investor Presentaiton

RESPONDING TO THE ROYAL COMMISSION 'IDENTIFIED SIXTEEN ACTIONS THAT WE CAN TAKE NOW' COMMITMENT On 20 February 2019, ANZ announced it would take immediate steps to implement the first phase of its response to the recommendations from the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry. ANZ is implementing 16 initiatives to improve the treatment of retail customers, small businesses and farmers in Australia as well as publicly reporting on the remediation of existing failures, including: • Providing farmers with early access to farm debt mediation as well as favouring 'work-outs' over either enforcement or appointing external managers Not charging farmers default interest in areas hit by drought or other natural disasters Creating a dedicated phone service and easier account identification options for Indigenous customers • Proactively contacting customers paying little off persistent credit card debt to encourage them to move to lower cost options Removing overdrawn and dishonour fees from our Pensioner Advantage accounts Engaging as a 'model-litigant' in situations where ANZ is involved in a court process with individual retail or small business customers; and Committing to the Australian Financial Complaints Authority's "look back" under its new limits Progress against the 16 commitments (within the below categories) is provided in the appendix slides ANZ 34

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