Australia

Philip Chronican
Chief Executive Officer, Australia

Business profile

Across ANZ’s Australian Retail and Commercial businesses, we serve approximately six million customers through our network of around 800 branches, 115 business centres, our 24-hour contact centre, 2,700 ATMs and leading online and mobile banking applications.

We are focused on making it easier for our customers to progress by understanding their goals, and by leveraging the local and international connectivity of ANZ’s network.

Australia is ANZ’s largest market and in 2012 we announced a five-year $1.5 billion investment program to make it easier for our customers to deal with us and easier for our people to meet our customers’ needs and the community’s expectations.

Business highlights

  • Delivered a solid financial performance, with profit in Retail up 4% and in Commercial up 5%.
  • Achieved above system growth in Housing Lending and in Household Deposits[1].
  • Grew Traditional Banking[2] market share to 13.7% over the 12 months to August 2012.
  • Extended ANZ’s popular mobile banking application, ANZ goMoney™ to Android devices. More than 780,000 users are now registered to use ANZ goMoney™ with over 30 million transactions valued at more than $17 billion conducted in 2012.
  • Completed more than one million A-Z Reviews helping retail customers and small businesses with their financial goals.
  • Acquired 30,000 new Commercial customers largely in small business banking helping to deliver lending growth of 9% and deposit growth of 9%.
  • Commenced providing Australian property mortgages to Chinese nationals seeking to invest in Australian property.
  • Customers now able to apply for hardship assistance online via anz.com.

Our progress with our customers, our people and in our community contribution was also recognised by a series of awards.

  • Money magazine’s Bank of the Year and Home Lender of the Year.
  • The Australian Financial Reviews Capital magazine’s Business Bank of the Year.
  • Disability Employment Award and Indigenous Employment Award at the inaugural Australian Human Resources Institute Diversity Awards.
  • MoneySmart Week Outstanding Achievement award for our research into financial literacy in Australia and for our Saver Plus program.
Financial Performance ($m)[3]
2012 2011 Movt (%)
Operating income 7,118 6,967 2
Operating expenses (2,893) (2,836) 2
Profit before credit impairment and income tax 4,225 4,131 2
Provision for credit impairment (666) (719) (7)
Profit before income tax 3,559 3,412 4
Income tax expense and non-controlling interest (1,067) (1,022) 4
Profit after tax 2,492 2,390 4
Total assets 247,531 231,113 7
Contribution to group earnings 41% 42% –
Non-Financial Performance[4]
2012 2011
Retail Customer Satisfaction[5] 76% 80%
Total employees (FTE)[6] 13,982 14,635
Employee engagement 70% 72%
Total Women in Management[7] 42.90% 43%
Volunteering hours[8] 33,534 43,560
Community investment[8] ($m) 9.5 11.8
GHG emissions[9] (tonnes CO2(e)) 163,906 1,663,11[10]
Paper[11] (tonnes per FTE) 0.16 0.17
Case Study

Regional presence and sector expertise

Remondis Australia

Remondis is one of the world’s leading water and environmental services companies and this year selected ANZ to deliver all its banking services across Australia and New Zealand.

Headquartered in Germany, Remondis promotes the economic and efficient use of natural resources to over 20 million individuals and thousands of companies around the world. Such services include water supply and water production, recovery of raw materials from waste, innovative recycling products and alternative forms of energy production. ANZ’s extensive network, spanning Germany, Australia, New Zealand and the Asia Pacific region is well aligned to Remondis’ own business activities and future plans.

Remondis Australia Chief Financial Officer David Cohen: “ANZ showed Remondis that it could quickly respond to our needs, delivering banking facilities that supported our operations across Australia and New Zealand. Moreover, the bank had a deep understanding of our sector and showed our management insights and expertise to deliver sophisticated solutions that support our own growth agenda.”