Embed Size (px)
Citation preview
Customer CharterAnnual Report 2005
ANZ4000 CusChart AR_final2 17/11/05 10:11 AM Page 2
Brian Hartzer Group Managing Director
Personal Group Review
I am pleased to enclose ANZ's 2005Customer Charter Report, which outlinesfurther progress in improving our customerservice performance in Australian retailbanking, since our last report 12 months ago.
The promises made in the CustomerCharter reflect the core products andservices we want to provide to ourcustomers and they are one of the wayswe measure our progress in providingmore convenient banking – market-leadingproducts and services that are easy toaccess, simple to use, and managedresponsibly. Put simply, we are looking tosave people time and hassle, and help themmanage their finances as best they can.
In terms of the promises in our CustomerCharter, some highlights of our performanceover the past year include:
� Being the first bank in Australia to openits call centre 24 hours a day, 7 daysa week
� Opening more branches closer to ourcustomers – we opened 15 new branchesand 323 ATMs over the course of the bankyear, and have plans for many more overthe next two years
� Extending the opening hours of 176branches over Easter, and 230 branchesover Christmas, with 92 branches havingpermanent extended hours
� Serving 90% of our branch customerswithin 5 minutes, and 99% within 10 minutes
� Reducing our complaint resolution timefrom an average of 2 days last year, to 1 day this year – and it was particularlypleasing to see the number of complaintsreceived down 25% from last year
The commitments in the Customer Charter are resulting in other outcomes forcustomers which have been recognisedthrough a number of product and serviceawards over the past 12 monthsincluding:
� The highest customer satisfaction of anymajor bank in Australia
� 'Bank of the Year' for the 6th year in a row,from both Money magazine and PersonalInvestor
� Industry and consumer-voted awards forour home loans, transaction accounts,and our website anz.com
� Service excellence awards for our branchnetwork and call centre, from theCustomer Service Institute of Australia and the International Customer ServiceProfessionals group
However, customer expectations don'tstand still and we want to continue raisingthe bar for ourselves. Our CustomerCharter was last updated in 2002 and it is timely that we revisit it again andensure it reflects what our customersare looking for from us.
The new Charter will include strongerpromises around convenience, simplicityand responsibility, and I look forward tosharing it with you soon.
brian hartzer
group managing director,
personal division
ANZ4000 CusChart AR_final2 17/11/05 10:11 AM Page 3
We will keep our accounts and feestructures simple and transparent:
� All our communications will be conciseand clear
� We will help you understand the totalcost of your loan by giving you accessto tools to make comparisons and well-informed decisions
We will provide you with simple choicesfor everyday personal banking:
� Unlimited ANZ transactions for a $5monthly fee, or
� A set number of free ANZ transactions anda low fee for every additional transaction
� There will be no monthly fee charged onour standard variable home loan
How we performed
In our September 2005 Customer Experiencesurvey1 we asked customers how satisfiedthey were that “all communicationreceived from ANZ is concise and clear”,and they rated their satisfaction at 7.5 outof 10 (up 0.1 from 7.4 last year).
We also continued to simplify banking byassisting customers to understand thetotal cost of their home loan with ANZ bydisplaying the “Comparison Rate” in allour branches.
Our Home Loan Comparison Rate Calculator,available on anz.com made it even easierfor customers to compare products andchoose the one they feel is right for them.
We kept our promise to provide customerswith simple choices for everyday personalbanking through our Access Advantageand our Access Select accounts.
We also continued to offer no monthly feeon our standard variable home loan.
We will refund one month’s standard feeor its equivalent if we do not meet ouraccount opening standards:
� Personal Banking – we will have youraccount available within 24 hours ofsatisfying identity requirements
� Personal Loans – we will answer standardloan applications within one (1) working day
� Home Loans – we will answer standard loanapplications within two (2) working days
� Car Loans – we will answer standard loanapplications within one (1) working day
How we performed
Personal Banking – Where identityrequirements had been satisfied, 100% of accounts were opened in the branchnetwork and telephone system within 24 hours, improving by 0.1% from 99.9%last year. The Internet channel opened99.9% of accounts within 24 hours.
Personal Loans – We answered 125,015out of 125,038 (99.9%) of standardapplications in one working day with 23 cases resulting in a total refund of$230 to our customers compared to99.9% of applications answered in oneworking day and $90 refunded last year.
Home Loans – Out of a total of 275,901standard home loan applicationsanswered we identified 5,296 caseswhere our answer was unacceptablydelayed and we refunded $52,960 to our customers. Last year $43,110 wasrefunded to 4,311 customers.
Car Loans – We answered 99.9% ofstandard car loan applications within oneworking day with 135,620 out of 135,747applications resulting in $2,625 beingrefunded to customers. In the previousyear, we answered 99.9% of applicationswith 128,825 out of 128,910 applicationsanswered within one working day. A totalof $1,535 was refunded to customers.
SIMPLE ACCOUNTS, FEES AND CHARGESPROMISE 1
SIMPLE, FAST ACCOUNT OPENINGPROMISE 2
1 Customer satisfaction results quoted in this report are from research surveys conducted for ANZ by Roberts Research Group.
2
1
anz bank customer charter annual report 2005 1
ANZ4000 CusChart AR_final2 17/11/05 10:11 AM Page 4
3
We know that access to face-to-facebanking is important to you. We arecommitted to delivering this service:
� Our tellers will aim to serve you withinfive (5) minutes of your arrival
� We will keep a selection of our Victorianbranches open at times that are moreconvenient to you, during weekdays and on Saturdays
� Over the next six months we will reviewour branch opening times nationally
� We will give you adequate notice ofchanges to branch locations, working to minimise the effect on you
How we performed
This year we have installed 35 Q-maticsystems in selected branches increasingour total to 134. This Q-matic systemallows us to identify how long customerswait to be served and provides us withthe ability to react in real time. Of thesebranches, 97% met our current target toserve an average of 80% of our customersin less than five minutes, compared to98 out of 99 branches (99%) nationallyin September 2004.
In September 2005, we served 90% ofall our customers at Q-matic branches inless than 5 minutes. This means that inSeptember 2005, 10% of our customerswaited more than 5 minutes to be servedcompared to 9% in September 2004. Wecontinue to serve 99% of our customersin Q-matic branches within 10 minutes.
Refer to Chart 1Refer to Chart 2
Mystery shopping, conducted by anindependent third party, is conductedmonthly in every branch within thenetwork. One of the service standardsmeasured is queue wait time and resultsshow that the average customer waittime in our branch is 1.4 minutescompared to 1.1 minutes last year.
Refer to Chart 3
To provide our customers with moreconvenient banking options, 176 branchesopened for extended hours over Easterand 230 opened for extended hours overthe Christmas holiday periods. Ninety twobranches have permanent extended bankinghours greater than 30 minutes per week.
For branch relocations, our policy is toadvise customers in writing six weeks inadvance of branch closure, and to notifycustomers of the forthcoming closurethrough the branch itself closer to thetime of the change.
QUICK, CONVENIENT BRANCH BANKINGPROMISE 3
85 8
6
Av
g
FY0
4
Oc
t
04
No
v
04
De
c
04
Jan
05
Feb
05
Ma
r
05
Ap
r
05
Ma
y
05
Jun
05
Jul
05
Au
g
05
Se
p
05
Chart 1: Percentage of customers served in 5 and 10 minutes
(based on Q-matic data)
90
90
90
90
90
90 9
1
98
98
989
9
99
99
99
99
99
99
99
99
99
88
888
9
89
% of customers served in 5 minutes in Q-matic branches
% of customers served in 10 minutes in Q-matic branches
Oc
t 0
4
No
v 0
4
De
c 0
4
Jan
05
Feb
05
Ma
r 0
5
Ap
r 0
5
Ma
y 0
5
Jun
05
Jul
05
Au
g 0
5
Se
p 0
5
Chart 2: Percentage of Q-matic branches meeting standard
97
95
94
96
96
90
93
10
0
98
95
95
98
Oc
t 0
4
No
v 0
4
De
c 0
4
Jan
05
Feb
05
Ma
r 0
5
Ap
r 0
5
Ma
y 0
5
Jun
05
Jul
05
Au
g 0
5
Se
p 0
5
Chart 3: Average Queue wait times (minutes)
1.6
1.5
1.1
1.9
1.6
1.4
1.2 1
.3 1.4
1.3
1.3
(based on Mystery Shopping)
* Mystery Shopping times not available for January 2005
2
ANZ4000 CusChart AR_final2 17/11/05 10:11 AM Page 5
4
5
We will provide 24 hour, 7 day bankingservices through a combination of phonebanking, call centres, Internet banking,EFTPOS and ATMs:
� Our Internet banking service, EFTPOSservice and our web site www.anz.comwill be available more than 99% of the time
� Our automated phone banking service on13 13 14 and our ATMs will be availablemore than 98% of the time
� Over the next year we will be adding up to100 new ATMs across Australia
� Our 13 13 14 enquiries phone service willbe available from 8am to 8pm on weekdays
� Our Credit Card enquiries phone serviceon 13 22 73 and our Lost and StolenCards hotline on 1800 033 844 will beavailable 24 hours a day, 7 days a week
� Our Esanda phone service on 13 23 73will be available from 8am to 8pm AESTweekdays and 9am to 5pm AEST Saturdays
How we performed
We continued to meet our performancetargets with phone banking, Internetbanking, EFTPOS and ATMs beingavailable 99.2%, 99.6%, 99.2% and 99%respectively during scheduled times. Refer to Chart 4Our website, www.anz.com was available99.9% of the time compared to 100% lastyear due to system issues.We added 323 new ATMs to our totalnumber of ATMs of 1,553 during the year,which is an increase on the addition of56 machines last year. Our 13 13 14 Enquiries phone service, 13 22 73 Credit Card Enquiries service,1800 033 844 Lost and Stolen Cardshotline, and 13 23 73 Esanda phoneservice were also available throughoutthe year during the promised times.
24 HOUR, 7 DAY ACCESSIBILITYPROMISE 4
PhoneBanking
ATM InternetBanking
EFTPOS
Chart 4: Percentage availability of Phone Banking, ATMs, Internet Banking & EFTPOS
98
.7
99
.4
99
.099
.2
99
.2
99
.6
99
.6 99
.7
2004
2005
Target
Many transactions can be completedquickly over the phone by calling ANZon 13 13 14 or our Credit Card enquiriesphone service on 13 22 73. These are ourpromises if you wish to speak to acustomer service representative:
� We will aim to answer your call within one(1) minute of you pressing ‘0’ to speakwith a customer service representative
� We will advise you of the expected timebefore your call is answered if it is likelyto take longer than 30 seconds
� If you need phone access to your branch,please ask the customer servicerepresentative who answers your call
How we performed
We answered 91% of calls to our 13 13 14number in one minute compared to 93%last year and 92% of calls to our 13 22 73number in one minute, compared to 92%last year.
Refer to Chart 5
We have an automated message advisingcustomers how long they can expect towait if we are unable to answer their callwithin 30 seconds.
Our service consultants continue to offerour customers phone transfers tobranches where requested.
FAST, EFFICIENT PHONE SERVICEPROMISE 5
91
90
Oc
t
04
No
v
04
De
c
04
Jan
05
Feb
05
Ma
r
05
Ap
r
05
Ma
y
05
Jun
05
Jul
05
Au
g
05
Se
p
05
Chart 5: Percentage of calls answered in 1 minute
92
95
93 9
4
91
93
91
91
91
91
94
88
90
88
91
91
93
919
2 93
93
88
13 13 14
13 22 73
anz bank customer charter annual report 2005 3
ANZ4000 CusChart AR_final2 17/11/05 10:11 AM Page 6
7
8
If we make a mistake, we will put it right.We will respond to your complaint within48 hours and let you know who isresponsible for managing your case.
Our Customer Response Centre will workwith you to resolve your case quickly andwithin a maximum of 10 working days.When this is not possible, we will contactyou within 10 working days to let youknow how much longer the matter shouldtake to resolve. If you have a complaintplease contact us by:
Phone: FREECALL 1800 805 154 (8am to 5pm)Mail: ANZ Customer Response Centre100 Queen StreetMelbourne VIC 3000Fax: 03 9683 9267Email: [email protected]
Our Customer Advocate has the power toreview your complaint if a satisfactoryresolution is not achieved. You can contactthe Customer Advocate on 03 9273 6523weekdays from 8am to 5pm. The CustomerAdvocate’s role and our full resolutionprocess is detailed in our brochure“Resolving your Complaint”.
How we performed
Our Customer Response Centre continuesto receive fewer complaints with 22,429complaints received compared to 30,003last year. We responded to 97% ofcomplaints within 48 hours compared to 99% last year.
Refer to Chart 6
Of the complaints we received, 86% ofcomplaints were resolved within 48 hoursand 99% were resolved in 10 working days.This is an improvement on last year where78% of complaints were resolved within 48 hours and 93% in 10 working days.
Refer to Chart 7Refer to Chart 8
34
73
17
69
28
41
18
34
29
55
17
59
28
51
17
82
28
17
18
37
29
53
17
78
27
06
19
08
20
36
19
82
19
07
18
45
19
12
18
91
18
26 2
12
6
17
26 19
18
Oc
t
No
v
De
c
Jan
Feb
Ma
r
Ap
r
Ma
y
Jun
Jul
Au
g
Se
p
Chart 6: Number of complaints received
Complaints received in 2004
Complaints received in 2005
SWIFT RESOLUTION OF COMPLAINTSPROMISE 8
We will write all letters, brochures, ATMmessages and other notices in plainlanguage. In all our communicationswe will help you understand what theymean for you.
How we performed
We measure our performance on this promiseby our customers’ overall satisfaction with ourcommunication. When customers were asked“overall, how satisfied are you with ANZ’scommunication?”, they rated their satisfactionat 7.4 out of 10, equal to 7.4 last year.
Customers were also asked “how satisfiedare you that letters, brochures, ATM messagesand other notices are written in plainlanguage?” This year satisfaction was ratedat 7.4 out of 10, compared to 7.6 last year.
HELPING YOU UNDERSTAND OUR COMMUNICATIONSPROMISE 7
6We will keep any information you haveprovided to us private. The ANZ PrivacyPolicy is available at www.anz.com.
How we performed
For the purposes of this report, thenumber of privacy-related enquiries orcomplaints we receive from our customersto our Customer Response Centre is usedto measure our performance on this
promise. During the year, we received 38 such enquiries or complaints and we rectified the 20 cases that requiredfurther action. This compares to 68enquiries or complaints received last yearand 9 cases requiring further action.
RESPECT FOR PERSONAL INFORMATION AND PRIVACYPROMISE 6
4
ANZ4000 CusChart AR_final2 17/11/05 10:11 AM Page 7
99
91
98
91
10
0
89
10
0
90
99
80
98
80
98
67
99
73
99
81
99
95
10
0
96
99
95
Oc
t
04
No
v
04
De
c
04
Jan
05
Feb
05
Ma
r
05
Ap
r
05
Ma
y
05
Jun
05
Jul
05
Au
g
05
Se
p
05
Chart 7: Percentage of complaints resolved in 48 hours and 10 working days
% resolved within 10 working days
% resolved within 48 hours
SWIFT RESOLUTION OF COMPLAINTS (continued)PROMISE 8
BUILDING RELATIONSHIPS WITH THE COMMUNITYPROMISE 9
9O
ct
04
No
v 0
4
De
c 0
4
Jan
05
Feb
05
Ma
r 0
5
Ap
r 0
5
Ma
y 0
5
Jun
05
Jul
05
Au
g 0
5
Se
p 0
5
Chart 8: Average days to resolve
0.70
.8
1
0.8
1.4
1.1
1.8
1.8
1.4
0.7 0
.8 0.9
10This Customer Service Charter will bereviewed annually. ANZ’s externalauditors will independently audit ourperformance against these promisesevery year and we will publicly reportthe results.
How we performed
We had our performance against thisCharter reviewed by ANZ’s Group Auditteam and reviewed by our externalauditors, KPMG.
KPMG’s report appears on the following page.
ACCOUNTABILITY THROUGH AN INDEPENDENT AUDITPROMISE 10
We are committed to contributing to thecommunities to which we belong:
� We will maintain our banking presence in the rural communities we are currentlyservicing
� We will continue to provide:
– Unlimited fee-free over the counter transactions for customers aged 60 and over
– 15 fee-free transactions and no monthly fee for Centrelink paymentrecipients and health care cardholders
� Paid leave for staff who volunteer forcommunity service
How we performed
We maintained all our rural branchesas promised.
We continued to offer unlimited fee-freeover the counter banking to seniors, andwe also continued our 15 fee-freetransactions offer for Centrelink paymentrecipients and health care cardholders.
We continue to provide one day’s paidleave for staff who volunteer forcommunity service.
anz bank customer charter annual report 2005 5
ANZ4000 CusChart AR_final2 17/11/05 10:11 AM Page 8
SCOPE
We have reviewed the accompanyingPerformance Report of the ANZ CustomerService Charter (“the Charter”) for theperiod 1 October 2004 to 30 September2005. The Performance Report providesinformation about the performance of ANZagainst its promises as set out in theCharter under the heading “How weperformed” for each promise.
ANZ management are responsible forpreparing a Performance Report that isaccurate and not false or misleading, and for ensuring that there are systems,internal controls, procedures, and processesin place to enable accurate and completemeasurement and monitoring ofCharter performance.
Our review has been conducted inaccordance with Australian AuditingStandards applicable to review engagements.Our review included a review of systems,procedures and controls implemented bymanagement which monitor ANZ’s level ofcompliance with each of the promises setout in the Customer Service Charter. Areview is limited primarily to enquiries ofentity personnel, inspection of evidenceand observation of, and inquiry about, theoperation of the control procedures for asmall number of transactions or events.
We have provided an opinion on theperformance of the Charter taken as awhole. In addition, we do not provide anopinion on the appropriateness andcompleteness of the performance measuresselected by management for each promise.
INHERENT LIMITATIONS
Because of the inherent limitations in anysystem of internal controls it is possiblethat errors or irregularities may occur andnot be detected.
A review is not designed to detect allweaknesses in control procedures orcompliance with the Charter as it is notperformed continuously throughout theperiod and the tests performed are on a sample basis. Also a review does notprovide all evidence that would berequired in an audit thus the level ofassurance provided is less than that givenin an audit. We have not performed anaudit and, accordingly, we do not expressan audit opinion.
QUALIFICATIONS
The level of performance reported bymanagement in relation to performance ofaccount opening for Mortgages (PromiseNo. 2) and Privacy (Promise No. 6) isbased on identified promise breaches bystaff and / or customer. However, we notethat the systems, internal controls,procedures and processes are not able todetermine the completeness of breachreporting for these promises.
We have not been able to provide anopinion on Promise No. 7 “Helping youunderstand our communications” asmanagement do not have any measures bywhich to objectively measure performance.
QUALIFIED REVIEW STATEMENT
As a result of our review, which is not anaudit, except for the matters referred to in the qualification section, nothing hascome to our attention to indicate that thelevel of performance reported by ANZ inrespect of each promise under the heading“How We Performed” in the attachedPerformance Report for the period from 1 October 2004 to 30 September 2005prepared by management is not fairly stated.
Independent review report to the directorsof Australia and New Zealand Banking Group Limited (‘ANZ’)
www.anz.com
ma somerville
partner
melbourne
14 november 2005
kpmg
ANZ4000 CusChart AR_final2 17/11/05 10:11 AM Page 1
