ESG PRESENTATION

NEW COVID-19 CUSTOMER SUPPORT: STATEMENT OF INTENT We are committed to supporting our customers through the COVID-19 pandemic, and the recovery period that will follow, in finding a solution that is respectful, fair and appropriate for them. Our approach is guided by four principles, each with its own underlying commitments. Protect our customers "We will communicate with all customers who accept a deferral at key points during this repayment deferral period. We will call all those customers most severely impacted to discuss their financial position and capacity to recommence repayments. All customers may request an individual discussion." "We will seek to ensure that customers have reasonable time to assess their options. We recognise a customer's personal circumstances will shape the options available." Adapt to the changing environment "We know there will be difficult situations where we need to help customers wind up their borrowings, including by potentially selling their assets or bringing their business to an end. When this happens, we will be ethical and sensitive in our actions." "Retail and small business customers that are unlikely to recover financially in the longer- term will be given individualised support by our specialist hardship team. In making this assessment we will consider their essential living costs and any other debts they have." "Where we become aware a customer is experiencing vulnerability beyond financial difficulty, if appropriate, we will refer them to community support services, such as an independent financial counsellor." Engage proactively with our stakeholders "Drawing on the lessons we have learnt from the Royal Commission, we will engage honestly, transparently and collaboratively with customers, regulators, governments, financial counsellors and consumer advocates about our approach to the pandemic." "We will incorporate customer feedback into our communications, helping to make sure they are clear and easy to understand." Prepare for the future "We will continue to use data and insights to inform our customer support measures and will constantly re-assess the effectiveness of our approach. We will also use our insights to proactively identify customers who need assistance and seek to engage early." "We will inform customers who are dissatisfied with us that they can make a complaint to our external dispute resolution provider, Australian Financial Complaints Authority" ANZ 21

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