Engaging with our stakeholders
“At the heart of our approach is a commitment
to building relationships of trust, respect and
integrity with all our stakeholders over the
long term. This is more than a set of words to
us. It requires us to lead with action, guided
by our company values in everything we do.”
ANZ CEO John McFarlane
Stakeholder map
Potential partners
BSL, Berry Street,
Smith Family,
Benevolent Society,
ACF, WWF, UNEP-FI
ASIC, APRA Treasury, FaCS
ATO Community Financial Literacy
Consumer Affairs Foundation
Emerging thought leaders
Educators
Regulators Government
Potential customers
Australian
Bankers’
Association
Customers, ACA,
Local and Industry ANZ Customers BFSO
international
Peers Financial Counsellors
Specialist
Providers
Suppliers Property
Analysts Shareholders Premises
Investors Media Technology
Staff
Employees Marketing and
Finance communication
Sustainability
analysts, indices Board, Senior Management General
Frontline Staff Specialist
All staff Social
Alumni, FSU
Potential employees and advocates
Our approach
We engage with our stakeholders on matters that are align with our agenda,
Congruence priorities and the issues associated with our business
We seek to understand contextual issues and identify compelling,
Compelling meaningful and relevant reasons to engage and take action
We consult widely to achieve the best outcome through consideration of a
Consultative diverse range of perspectives and experiences
We aim to establish deep partnerships with organisations with whom we can
Collaborative develop a shared vision. We balance the competing needs and interests of all
stakeholders in the actions we take and decisions we make every day
We create innovative programs, initiatives and responses designed to make a
Creative significant and lasting difference. We aim to be bold and have the courage to
be different
We value dialogue and open, honest and ongoing communication with all
Communicate stakeholders. We lead with action and share our approach and outcomes
widely
We are committed and persistent in our efforts to achieve a common
Commitment understanding and real outcomes on challenging issues and
opportunities
Focus on creating deep partnerships
Example: ANZ’s Community programs Partnership
Discreet opportunity
• Saver Plus Partnership
around a shared
Discreet opportunity
objective.
• Money Minded Relationship around a shared
Ongoing interaction Agreement to
objective.
pursue a common
• Community Development Finance overRelationship
time that is Agreement to
Ongoing interaction
based on mutual goal
pursue a common
Engagement trust.over time
Often that is
exists goal
Two-way dialogue based on
outside of specificmutual
focusedEngagement
on mutual trust. Often exists
projects
Two-way dialogue outside of specific ANZ staff
learning and
focused
solutions. on mutual
Requires projects
Transaction Community
a learning and
commitment to
Exchanging money solutions. Requires partners:
Transaction
or value towards openness
Exchanging money a commitment to National and • Brotherhood of
mutual objectives openness State financial
or value towards
resulting in influence St Laurence
counselling
One-way overmutual objectives
the direction of • The Smith
resulting
an in influence
activity networks
communication over the direction of Family
CreatingOne-way
& targeting an activity Commonwealth
communication
messages for the • Berry Street
Creating & targeting Dept of Family
purpose of education and Community Victoria
messages for the
purpose of education Services • The Benevolent
Community Society
Giving
Customers
Shareholders
Media
Model: Boston Centre for Corporate Responsibility
Outcomes
Customers Community
•Customer Charter •Financial Literacy
Foundation
Co
•Customer Advocate
ce
m •Saver Plus
en
m •$5 Access Accounts
it
ru
m •Money Minded
ng
en •Community Banking
Co
Communicate t
Package •Community
Development Finance
•Debt referral service
rate
•ANZ Community Fund
ab o
t
ul
l
ns •Seeds of Renewal
o l
Co
C
Co •Community Giving
ve
m Our People
pe
ti
ea
lli •Childcare Centres
Cr
ng
Environment
•12 weeks paid maternity
leave •Environment and Social
Risk in Lending program
•MyHealth
•Flexible leave options
•Volunteering
