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Investor Presentaiton

ROYAL COMMISSION SIXTEEN ACTIONS - UPDATE ON 20 FEBRUARY COMMITMENTS Commitment Retail customers 1. Make our products fairer and better matched to our customers by: Update on 20 February commitments 1.1 Removing overdrawn and dishonour fees on our Pensioner Advantage account 1.2 Accelerating work on how we design and distribute products so that customers get products that meet their needs • ANZ has removed the Overdrawn Fee and the Dishonour Fee on our ANZ Pensioner Advantage account. • • Our work continues to look at how we design and sell products and the use and value which customers get from our products. Most recently, this includes the establishment of an ongoing process to contact credit card customers who are carrying persistent debt (as per commitment 3.1). The design and distribution obligations in the Treasury Laws Amendment Bill 2018 have now been passed through Parliament. An assessment is underway on the design and distribution obligations to help inform our work and commence addressing the obligations for when they become law. 2. Improve our service to Aboriginal and Torres Strait Islander (ATSI) customers in remote communities by: 2.1 Setting up a dedicated phone service that will help ATSI customers manage their banking • • ANZ has established a dedicated ATSI telephone service that has been in operation from 1 May 2019. The telephone service is staffed by 20 Melbourne based bankers trained in indigenous cultural awareness and vulnerable customers training. The telephone service initially services existing ANZ customers with service enquiries and new deposit product fulfilment. Future development of the ATSI telephone service will build on learnings from the initial phase, and the scope will eventually be expanded to include on-boarding of new ANZ customers and services to inform and educate ATSI customers of value-add services within ANZ. 2.2 Giving ATSI customers easier options to prove their identity when opening and using a bank account From 1 May 2019: • • ANZ introduced a new Referee Form, which makes it easier for indigenous customers to prove their identity. The ATSI telephone service uses TextMe SMS message to provide identified ATSI customers with a dedicated telephone number. Manual Security Questions have been revised to make them more relevant and easily understood by ATSI customers. In formulating questions, feedback was sought from ANZ's Indigenous Advisory Group. ANZ 35
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