From

Fo

unda

tion

s to

Act

ions

Mea

suri

ng t

he A

chie

vem

ents

of

Pha

se O

ne o

f th

e Fi

nanc

ial

Incl

usio

n A

ctio

n P

lan

(FIA

P) P

rogr

am

Part

Tw

o —

Acti

on

Pla

ns

Th

e R

ep

ort

‘F

rom

Fo

un

dati

on

s to

Acti

on

s:

Measu

rin

g t

he A

ch

ievem

en

ts o

f P

hase

On

e

of

the F

inan

cia

l In

clu

sio

n A

cti

on

Pla

n (

FIA

P)

Pro

gra

m’ is

div

ided

in

to t

wo

part

s.

Part

On

e c

on

tain

s an

overv

iew

of

the F

inan

cia

l In

clu

sio

n A

cti

on

Pla

n (

FIA

P)

pro

gra

m, P

hase

O

ne E

valu

ati

on

an

d Q

ualit

y A

ssu

ran

ce, an

d n

ext

step

s re

lati

ng

to

th

e f

utu

re o

f th

e p

rog

ram

.

Part

Tw

o c

on

tain

s d

eta

iled

in

form

ati

on

on

th

e F

ou

nd

ati

on

Fin

an

cia

l In

clu

sio

n A

cti

on

P

lan

s o

f th

e 3

0 T

railb

lazer

org

an

isati

on

s w

ho

have jo

ined

th

e p

rog

ram

to

date

.

Bo

th p

art

s o

f th

is r

ep

ort

are

availa

ble

fo

r d

ow

nlo

ad

at

ww

w.fi

ap

.org

.au

Fin

an

cia

l In

clu

sio

n A

cti

on

s P

lan

s (F

IAP

s) a

re c

om

mit

me

nts

mad

e b

y

org

an

isati

on

s to

take

acti

on

to

re

ali

se

fin

an

cia

l in

clu

sio

n a

nd

re

sili

en

ce

wit

hin

th

eir

ow

n s

ph

ere

of

infl

ue

nce

. T

he

y

ad

dre

ss p

rob

lem

s o

f e

xclu

sio

n f

ace

d

by t

he

ir c

ust

om

ers

, st

aff

, su

pp

lie

rs a

nd

co

mm

un

ity

part

ne

rs.

Prou

dly

supp

orte

d by

iiiF

IAP

: F

rom

Fo

un

dati

on

s to

Acti

on

s, P

art

Tw

o —

Acti

on

Pla

ns

Cont

ents

Prog

ress

Aga

inst

Com

mit

men

ts:

The

Fou

ndin

g Tr

ailb

laze

rs

Ang

licar

eSA

4

AN

Z

8B

ank

Aus

tral

ia

14B

apti

stCa

re

20Co

mm

onw

ealt

h B

ank

24En

ergy

Aus

tral

ia

30H

ESTA

34

NA

B

38Q

ueen

slan

d G

over

nmen

t 46

Sunc

orp

50Sw

inbu

rne

Uni

vers

ity

56W

estp

ac G

roup

60

Foun

dati

on F

IAPs

: 18

Tra

ilbla

zers

who

joi

ned

in 2

017

10th

ousa

ndgi

rl

65A

GL

66A

shur

st

68A

ustr

alia

n Et

hica

l 70

Aus

tral

ian

Uni

ty

72Ci

ty W

est

Wat

er

75Co

rrs

Cham

bers

Wes

tgar

th

77Fl

ight

Cen

tre

Trav

el G

roup

79

Goo

d Sh

ephe

rd M

icro

fina

nce

85In

dige

nous

Con

sum

er A

ssis

tanc

e N

etw

ork

(ICA

N)

87M

oney

Brill

iant

90

Ori

gin

91T

he S

alva

tion

Arm

y 93

UN

SW S

ydne

y 95

VicS

uper

97

Wan

non

Wat

er

99W

omen

’s I

nfor

mat

ion

and

Ref

erra

l Exc

hang

e (W

IRE)

10

1Ya

rra

Valle

y W

ater

10

4

FIA

P: F

rom

Fo

un

dati

on

s to

Acti

on

s, P

art

Tw

o —

Acti

on

Pla

ns

1

Th

e F

inan

cia

l In

clu

sio

n A

cti

on

Pla

n

(FIA

P)

pro

gra

m p

rovid

es

a f

ram

ew

ork

fo

r o

rgan

isati

on

s to

en

ab

le f

inan

cia

l in

clu

sio

n

an

d r

esi

lie

nce

fo

r th

eir

em

plo

ye

es,

cu

sto

me

rs

an

d t

he

wid

er

co

mm

un

ity.

Th

is f

ram

ew

ork

re

co

gn

ise

s th

at

co

llab

ora

tive

acti

on

s are

key

to a

dd

ress

ing

co

mp

lex p

rob

lem

s an

d e

nab

les

part

icip

ati

ng

org

an

isati

on

s to

deve

lop

pla

ns

that

ad

dre

ss f

inan

cia

l in

clu

sio

n.

To d

ate,

30

orga

nisa

tion

s, r

efer

red

to a

s Tr

ailb

laze

rs, h

ave

join

ed t

he F

IAP

prog

ram

and

la

unch

ed t

heir

Fin

anci

al I

nclu

sion

Act

ion

Plan

s.

The

se T

railb

laze

rs r

epre

sent

a d

iver

se g

roup

in

clud

ing

fina

ncia

l ser

vice

s co

mpa

nies

, uti

litie

s,

not-

for-

profi

ts, u

nive

rsit

ies,

and

mor

e.

In jo

inin

g t

he F

IAP

pro

gra

m, th

ese

o

rgan

isati

on

s re

ceiv

e s

up

po

rt t

o d

evelo

p

pla

ns

that

matc

h t

heir

ow

n s

trate

gie

s, a

nd

th

e

op

po

rtu

nit

y t

o jo

in in

co

llab

ora

tive f

oru

ms

an

d w

ork

to

geth

er

wit

h o

ther

trailb

lazers

to

d

evelo

p a

nd

str

en

gth

en

th

e F

IAP

pro

gra

m.

Th

e F

IAP

pro

gra

m a

lso

pro

vid

es

a r

ob

ust

fr

am

ew

ork

fo

r m

on

ito

rin

g, q

ualit

y a

ssu

ran

ce,

an

d e

valu

ati

on

of

acti

on

s u

nd

ert

aken

by

part

icip

ati

ng

org

an

isati

on

s.

Th

ese

acti

on

s are

pu

blic

ly r

ep

ort

ed

, an

d

mo

nit

ore

d a

s p

art

of

the F

IAP

pro

gra

m t

o

en

sure

th

e c

om

mit

men

ts a

re e

nacte

d a

nd

to

m

easu

re t

he o

utc

om

es

of

these

acti

on

s.

Th

is r

ep

ort

mark

s th

e c

om

ple

tio

n o

f th

e F

IAP

p

rog

ram

’s f

irst

ph

ase

of

develo

pm

en

t, w

hic

h

was

focu

sed

on

a ‘T

ry, T

est

an

d L

earn

’ ap

pro

ach

. To

geth

er, t

he 3

0 o

rgan

isati

on

s p

art

icip

ati

ng

in

th

e p

rog

ram

have id

en

tifi

ed

mo

re t

han

5

80

acti

on

s d

ocu

men

ted

in

th

is r

ep

ort

. Th

ese

acti

on

s re

pre

sen

t p

racti

cal an

d t

an

gib

le

acti

on

s th

at

are

cu

rren

tly u

nd

erw

ay t

o a

dd

ress

p

rob

lem

s o

f fi

nan

cia

l in

clu

sio

n in

Au

stra

lia.

A f

ram

ewor

k fo

r ch

ange

Wha

t is

a F

IAP

?A

Fin

an

cia

l In

clu

sio

n A

cti

on

Pla

n (

FIA

P)

is a

n a

gre

ed

str

ate

gy o

f p

racti

cal

acti

on

s

that

an

org

an

isati

on

wil

l u

nd

ert

ake

to

imp

rove

fin

an

cia

l in

clu

sio

n i

n A

ust

rali

a.

A F

IAP

pro

vid

es

an

op

po

rtu

nit

y f

or

this

org

an

isati

on

to

take

re

al

acti

on

to

en

ab

le fi

nan

cia

l in

clu

sio

n a

nd

re

sili

en

ce

.

2F

IAP

: F

rom

Fo

un

dati

on

s to

Acti

on

s, P

art

Tw

o —

Acti

on

Pla

ns

Z

An

acti

vit

y h

as

been

co

mp

lete

d

that

cle

arl

y s

ati

sfie

s th

e f

ull

lett

er

an

d in

ten

t o

f th

e a

cti

on

sta

tem

en

t an

d o

utp

uts

Z

An

acti

on

is

‘on

go

ing

’ b

ut

the

ap

pro

pri

ate

acti

vit

ies

for

this

p

eri

od

have b

een

co

mp

lete

d

Z

An

acti

vit

y h

as

been

co

mp

lete

d

that

sati

sfie

s th

e le

tter

but

no

t th

e

inte

nt

of

the a

cti

on

sta

tem

ent,

i.e.

the a

cti

on

did

n’t

en

tire

ly a

chie

ve t

he

inte

nd

ed

ou

tco

me (

the a

cti

vit

y is

sti

ll co

mp

lete

, an

d t

he T

railb

laze

r m

ay

wis

h t

o d

iscu

ss t

he o

utc

om

es

/ next

step

s id

en

tified

in t

he c

om

ment)

Z

A s

tart

has

been m

ad

e o

n t

he

pla

nned

acti

vit

y a

nd

it is

pro

gre

ssin

g

tow

ard

co

mp

leti

on/o

utp

ut,

e.g

. re

searc

h d

one a

nd

a p

lan is

ag

reed

b

ut

no

t im

ple

mente

d, o

r m

ate

rials

are

dra

fted

but

no

t finaliz

ed

. This

in

clu

des

acti

ons

wit

h t

imelin

e

beyo

nd

Decem

ber

20

17, b

ut

no

t ‘o

ng

oin

g’ a

cti

vit

ies.

Z

A s

tart

was

mad

e o

n t

he p

lanned

acti

vit

y, h

ow

ever

acti

vit

y h

as

sto

pp

ed

or

stalle

d a

nd

the a

cti

on

re

main

s in

co

mp

lete

, reg

ard

less

of

the in

tenti

on t

o c

onti

nue t

his

acti

on

in

the f

utu

re

Z

An a

cti

vit

y h

as

been c

om

ple

ted

that

sati

sfie

s p

art

of

the a

cti

on s

tate

ment

and

outp

uts

, e.g

. if

the s

tate

ment

is

two

part

s jo

ined

by a

n ‘a

nd

’ or

part

o

f th

e p

olic

ies/

pro

gra

ms/

staff

hav

e

been c

ove

red

by a

n a

cti

vit

y b

ut

no

t all

is c

om

ple

te

Z

Th

e p

lan

ned

acti

vit

y h

as

no

t co

mm

en

ced

, b

ut

may b

e

un

dert

aken

in

fu

ture

Z

An a

cti

vit

y h

as

been c

om

ple

ted

that

sati

sfie

s th

e in

tent

but

no

t th

e le

tter

of

the a

cti

on s

tate

ment

or

outp

ut,

i.e.

pla

ns

were

chang

ed

and

a d

iffe

rent

acti

on/o

utp

ut

was

do

ne in

stead

to

achie

ve t

he s

am

e/s

imila

r o

utc

om

e

Z

Th

e a

cti

vit

y h

as

no

t b

een

co

mm

en

ced

, an

d is

no

lo

ng

er

pla

nn

ed

fo

r th

e f

utu

re

Com

plet

edPa

rtia

lly C

ompl

eted

Not

com

men

ced

No

long

er p

lann

ed

The

fou

ndin

g Tr

ailb

laze

rs

Tw

elv

e T

rail

bla

ze

rs c

om

mit

ted

to

Fin

an

cia

l In

clu

sio

n A

cti

on

Pla

ns

in 2

016

, to

ge

the

r re

pre

sen

tin

g m

ore

th

an

24

0 a

cti

on

s

to a

dd

ress

fin

an

cia

l in

clu

sio

n a

nd

re

sili

en

ce

in

Au

stra

lia.

At

the

en

d o

f 2

017

, th

ese

tra

ilb

laze

rs u

nd

ert

oo

k a

n e

valu

ati

on

pro

ce

ss l

ed

by E

Y. T

his

pro

ce

ss e

valu

ati

on

was

de

ve

lop

ed

no

t o

nly

to t

rack t

he

sta

tus

of

the

co

mm

itte

d a

cti

on

s, b

ut

als

o t

o p

rovid

e

valu

ab

le f

ee

db

ack f

or

the

fu

ture

de

ve

lop

me

nt

of

the

FIA

P P

rog

ram

.

Prog

ress

aga

inst

com

mit

men

ts:

Com

plet

ed 7

2%Pa

rtia

lly c

ompl

ete

21%

Not

com

men

ced

/ no

long

er p

lann

ed 7

%

FIA

P: F

rom

Fo

un

dati

on

s to

Acti

on

s, P

art

Tw

o —

Acti

on

Pla

ns

3

4F

IAP

: F

rom

Fo

un

dati

on

s to

Acti

on

s, P

art

Tw

o —

Acti

on

Pla

ns

Fina

ncia

l Cou

nsel

ling

for

Bhut

anes

e M

igra

nts

An

gli

care

SA

is

a p

rou

d a

dvo

cate

fo

r fi

nan

cia

l in

clu

sio

n, as

on

e o

f th

e

twe

lve

Tra

ilb

laze

rs o

f th

e F

inan

cia

l In

clu

sio

n A

cti

on

Pla

n (

FIA

P)

pro

gra

m.

Th

rou

gh

th

eir

fin

an

cia

l co

un

sell

ing

se

rvic

es,

An

gli

care

SA

has

be

en

ab

le

to a

dvis

e a

nd

su

pp

ort

mo

re t

han

75

0 i

nd

ivid

uals

an

d f

am

ilie

s in

th

eir

qu

est

fo

r fi

nan

cia

l in

de

pe

nd

en

ce

in

th

e l

ast

six

mo

nth

s alo

ne

.

Am

on

g A

ng

licare

SA

’s s

uccess

sto

ries

is a

yo

un

g f

am

ily w

ho

recen

tly e

mig

rate

d f

rom

B

hu

tan

. L

ivin

g w

ith

sig

nif

ican

t d

isab

iliti

es,

in

ad

dit

ion

to

a lan

gu

ag

e b

arr

ier

an

d illi

tera

cy,

th

e c

ou

ple

had

no

cap

acit

y t

o u

nd

ers

tan

d o

r u

se A

ust

ralia

n c

urr

en

cy u

po

n t

heir

arr

ival.

As

a

resu

lt, th

ey w

ere

su

scep

tib

le t

o f

inan

cia

l ab

use

.

Wit

h t

he h

elp

of

An

glic

are

SA

’s f

inan

cia

l co

un

sello

rs, alo

ng

wit

h t

heir

ban

k a

nd

in

terp

rete

rs, th

e f

am

ily w

as

ab

le t

o p

ut

pro

cess

es

into

pla

ce t

o u

nd

ers

tan

d a

nd

m

ake o

ver

the c

ou

nte

r w

ith

dra

wals

as

well

as

learn

sim

ple

bu

dg

eti

ng

tech

niq

ues.

Ove

r se

ve

ral ap

po

intm

en

ts t

hey

we

re a

ble

to

st

art

ap

ply

ing

fo

r p

rivate

re

nta

l p

rop

ert

ies

an

d a

llo

cate

savin

gs

tow

ard

s d

rivin

g le

sso

ns.

W

hile

th

eir

co

un

sellin

g is

on

go

ing

, th

ey

have

no

w s

ucce

ssfu

lly

se

cu

red

a n

ew

ho

me

an

d

the

ir in

cre

ase

d f

inan

cia

l lite

racy

has

he

lpe

d

the

m c

on

ne

ct

wit

h t

he

ir n

ew

co

mm

un

ity.

the

num

ber

of in

divi

dual

s an

d fa

mili

es a

dvis

ed a

nd s

uppo

rted

by

Ang

licar

eSA

in t

he p

ast

6 m

onth

s

750

FIA

P: F

rom

Fo

un

dati

on

s to

Acti

on

s, P

art

Tw

o —

Acti

on

Pla

ns

5

Prod

ucts

and

Ser

vice

sS

takeh

old

er

Co

mm

itte

d A

ctio

n S

tate

men

t O

utp

ut

Ou

tco

me

R

esp

on

sib

ilit

y

Tim

efr

am

eC

om

ple

tio

n

Co

mm

en

t

Cu

sto

mers

Imp

rove h

ard

ship

resp

on

ses

for

An

glic

are

SA

cu

sto

mers

s

Revie

w o

ur

Hard

ship

and

Bad

Deb

t p

olic

ies

acro

ss A

ng

licare

SA

’s fee

base

d s

erv

ices.

Str

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ualit

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No

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ity

Serv

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mp

lete

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are

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en

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ne a

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e o

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ltip

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vid

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co

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nch

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ple

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mu

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ase

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ity

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mp

lete

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arg

ing

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lem

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act

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ity

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20

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art

ially

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lete

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ple

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ity f

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ity

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lete

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arl

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urt

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Ang

licar

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s

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pti

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om

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y

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ity

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ially

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mp

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ke s

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ate

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serv

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pp

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nd

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en

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cu

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bed

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ase

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tin

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rocu

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en

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mm

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Incre

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ware

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ue

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ou

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blis

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P v

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vo

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am

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n.

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um

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sto

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takeh

old

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are

of

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ase

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aw

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ness

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nan

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n a

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stic

e.

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ate

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M

ark

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ng

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mp

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oti

on

str

ate

gy t

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e f

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ple

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18.

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mm

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ity

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d

Part

ners

En

han

ced

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P p

art

ners

hip

s an

d

aw

are

ness

to

pro

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l in

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sio

n a

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ou

th A

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ge n

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AC

OS

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DV

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) to

pro

mo

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nd

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cia

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sio

n in

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.

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ase

d a

ware

ness

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d

up

take o

f F

IAP

by o

ther

ag

en

cie

s in

So

uth

Au

stra

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ity

Serv

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t co

mp

lete

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ners

hip

an

d p

rom

oti

on

str

ate

gy t

o b

e f

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d im

ple

men

ted

in

20

18.

Cu

sto

mers

s

Imp

rove a

ccess

of

fin

an

cia

l se

rvic

es

for

CA

LD

an

d A

bo

rig

inal clie

nts

s

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nd

uct

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rpre

ter

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ing

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r fi

nan

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l co

un

selli

ng

sta

ff.

Inte

rpre

ter

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ing

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nd

ucte

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ith

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0%

of

all

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an

cia

l co

un

selli

ng

sta

ff.

Incre

ase

d p

art

icip

ati

on

in

fi

nan

cia

l co

un

selli

ng

by

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ltu

rally

an

d L

ing

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tically

D

ivers

e c

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om

ers

.

Co

mm

un

ity

Serv

ices

Part

ially

co

mp

lete

Sh

ort

tra

inin

g t

o p

ort

folio

sta

ff r

eg

ard

ing

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cu

ltu

ral aw

are

ness

co

mp

lete

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ull

day C

AL

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rain

ing

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ith

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rs t

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take s

taff

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llecti

ng

st

ati

stic

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f n

um

ber

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bo

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nts

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serv

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rove a

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l se

rvic

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d A

bo

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nts

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h A

bo

rig

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d

CA

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org

an

isati

on

s to

pro

mo

te

An

glic

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serv

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fo

r d

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g

part

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hip

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ith

A

bo

rig

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AL

D

ag

en

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e

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ness

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r fi

nan

cia

l se

rvic

es.

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ase

d p

art

icip

ati

on

in

fi

nan

cia

l co

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selli

ng

by

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rally

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ing

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tically

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ivers

e c

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ers

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Co

mm

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ity

Serv

ices

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ially

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mp

lete

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ng

Ag

reem

en

t in

pla

ce w

ith

Ab

ori

gin

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am

ily S

up

po

rt S

erv

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ew

rela

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est

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lish

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t p

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h A

ME

S A

ust

ralia

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the n

ew

p

rovid

er

of

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lem

en

t S

erv

ices

in S

ou

th A

ust

ralia

. C

om

mu

nic

ati

on

pla

n

to b

e f

inalis

ed

in

20

18.

FIA

P: F

rom

Fo

un

dati

on

s to

Acti

on

s, P

art

Tw

o —

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on

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ns

7

Econ

omic

Par

tici

pati

on a

nd S

tatu

sS

takeh

old

er

Co

mm

itte

d A

ctio

n S

tate

men

t O

utp

ut

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tco

me

R

esp

on

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ilit

y

Tim

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am

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ple

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n

Co

mm

en

t

Sta

ffR

evie

w W

ork

pla

ce p

olic

ies

to e

nsu

re

they a

re f

inan

cia

lly in

clu

sive a

nd

em

po

weri

ng

fo

r all

staff

, p

art

icu

larl

y

tho

se w

ho

are

at

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lnera

bili

ty.

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ch

mark

ed

fam

ily

frie

nd

ly a

nd

fin

an

cia

lly

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sive H

R p

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am

ily S

up

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rt

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er

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asi

ng

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e s

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rvey r

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late

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lexib

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d f

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ily

frie

nd

ly w

ork

pla

ce H

R

op

tio

ns.

Peo

ple

an

d

Cu

ltu

re

20

20

Part

ially

co

mp

lete

An

glic

are

SA

has

fam

ily s

up

po

rt leave in

pla

ce w

hic

h is

flexib

le a

nd

co

nfi

den

tial.

Issu

es

wit

h P

ayro

ll o

verp

aym

en

ts a

re d

iscu

ssed

an

d

flexib

le p

aym

en

t o

pti

on

s are

off

ere

d. S

up

er

is p

aid

on

all

ap

plic

ab

le

leave, in

clu

din

g p

aid

Mate

rnit

y L

eave. S

taff

are

ab

le t

o 'cash

ou

t' t

heir

availa

ble

leave if

req

uir

ed

an

d c

ase

by c

ase

ass

ess

men

t is

un

dert

aken

fo

r re

qu

est

s o

uts

ide o

f p

olic

y. A

ng

licare

SA

ask

s st

aff

to

co

mp

lete

a s

taff

su

rvey p

eri

od

ically

an

d u

ses

these

resu

lts

to in

form

ch

an

ges

in p

racti

ce

to im

pro

ve o

vera

ll w

ellb

ein

g a

nd

sati

sfacti

on

. T

he 2

017

su

rvey h

as

been

co

mp

lete

d a

nd

resu

lts

are

bein

g r

ele

ase

d t

o S

en

ior

Man

ag

em

en

t in

late

20

17 w

ith

fu

rth

er

evalu

ati

on

of

resu

lts

in 2

018

.

Co

mm

un

ity

an

d

Part

ners

s

Eco

no

mic

tra

nsi

tio

n s

up

po

rts

in N

ort

hern

Ad

ela

ide (

Ho

lden

clo

sure

).

s

Part

icip

ate

in

an

d p

rovo

ke

tho

ug

htf

ul re

spo

nse

s fr

om

G

overn

men

t an

d t

he lo

cal

co

mm

un

ity.

Exte

nd

co

mm

un

ity

resp

on

se t

o in

clu

de

fin

an

cia

l co

un

selli

ng

su

pp

ort

s fo

r w

ork

ers

aff

ecte

d b

y H

old

en

clo

sure

.

Incre

ase

d n

um

ber

of

peo

ple

access

ing

fi

nan

cia

l co

un

selli

ng

se

rvic

es

via

Ho

lden

clo

sure

.

Co

mm

un

ity

Serv

ices

Co

mp

lete

An

glic

are

SA

has

exp

eri

en

ced

a s

ligh

t in

cre

ase

in

nu

mb

ers

of

co

mm

un

ity

mem

bers

access

ing

fin

an

cia

l co

un

selli

ng

serv

ices

wh

o a

re d

irectl

y o

r in

dir

ectl

y a

ffecte

d b

y t

he H

old

en

clo

sure

. It

is

exp

ecte

d t

hese

nu

mb

ers

w

ill in

cre

ase

fu

rth

er

in 2

018

. G

MH

Ho

lden

have u

nd

ert

aken

a g

old

sta

r H

R t

ran

siti

on

pro

cess

, w

ith

rep

ort

ed

ly u

p t

o 8

0%

of

retr

en

ch

ed

sta

ff

ob

tain

ing

em

plo

ym

en

t w

ith

in 1

2 m

on

ths.

An

glic

are

SA

has

part

icip

ate

d o

n

the A

uto

mo

tive E

xecu

tive G

rou

p a

nd

th

e B

eyo

nd

Au

to S

erv

ice P

rovid

ers

G

rou

p. T

hese

fo

rum

s h

ave c

on

necte

d G

MH

Ho

lden

, th

e A

uto

Su

pp

ly

ch

ain

bu

sin

ess

es

wit

h c

om

mu

nit

y o

rgan

isati

on

s en

ab

ling

exch

an

ge o

f in

form

ati

on

an

d in

itia

tio

n o

f acti

vit

y s

uch

as

Jo

b F

air

s an

d E

xp

o's

.

Sta

ff

sP

rom

ote

in

tern

al access

to

F

inan

cia

l C

ou

nse

llin

g s

up

po

rts

s

Pro

mo

te f

inan

cia

l co

un

selli

ng

as

an

Em

plo

yee A

ssis

tan

ce P

rog

ram

(E

AP

) o

pti

on

via

pre

ferr

ed

su

pp

lier

(Acacia

).

Mo

nit

or

fin

an

cia

l co

un

selli

ng

up

take

thro

ug

h E

AP

pro

vid

ers

to

en

sure

up

take is

in lin

e

wit

h in

du

stry

ben

ch

mark

s.

Incre

ase

d n

um

ber

of

An

glic

are

SA

sta

ff

access

ing

Fin

an

cia

l C

ou

nse

llin

g s

erv

ices

thro

ug

h E

AP

serv

ices

an

d a

re s

ub

seq

uen

tly

mo

re f

inan

cia

lly

resi

lien

t.

Peo

ple

an

d

Cu

ltu

re

Co

mp

lete

Em

plo

yee A

ssis

tan

ce P

rog

ram

(E

AP

) is

off

ere

d f

or

all

staff

an

d v

olu

nte

er

co

ncern

s o

r is

sues.

EA

P r

ep

ort

s p

rovid

ed

un

fort

un

ate

ly d

o n

ot

pro

vid

e

us

wit

h t

he n

um

bers

of

staff

att

en

din

g s

pecif

ic s

erv

ices

via

EA

P s

uch

as

fin

an

cia

l co

un

selli

ng

.

Ang

licar

eSA

8F

IAP

: F

rom

Fo

un

dati

on

s to

Acti

on

s, P

art

Tw

o —

Acti

on

Pla

ns

Th

e 2

017

Mo

ne

yM

ind

ed

Im

pact

Re

po

rt i

nclu

de

d a

n i

n-d

ep

th

stu

dy f

ocu

sin

g o

n fi

nan

cia

l w

ell

be

ing

in

a d

isab

ilit

y s

erv

ice

s

co

nte

xt,

on

e o

f th

e v

ery

firs

t to

exp

lore

fin

an

cia

l m

an

ag

em

en

t

issu

es

for

pe

op

le l

ivin

g w

ith

dis

ab

ilit

y a

nd

th

eir

care

rs.

Th

e r

ese

arc

h f

ou

nd

th

at

the in

tro

du

cti

on

of

the N

ati

on

al D

isab

ility

In

sura

nce

Sch

em

e (

ND

IS)

has

heig

hte

ned

th

e n

eed

fo

r p

eo

ple

wit

h d

isab

ility

to

have t

he

op

po

rtu

nit

y t

o a

cq

uir

e f

inan

cia

l sk

ills

to p

rom

ote

in

dep

en

den

ce, en

ab

le e

ffecti

ve

fin

an

cia

l d

ecis

ion

s an

d m

inim

ise r

isk o

f exp

loit

ati

on

an

d f

inan

cia

l ab

use

.

Mon

eyM

inde

dJe

nny’

s st

ory

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ny,

a M

on

eyM

ind

ed

facili

tato

r, w

as

ask

ed

to

ad

ap

t M

on

eyM

ind

ed

fo

r a w

ork

sho

p w

ith

yo

un

g p

eo

ple

wit

h

learn

ing

dis

ab

iliti

es.

It

co

vere

d a

ll th

e e

ssen

tial p

rin

cip

les

of

Mo

neyM

ind

ed

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win

g p

art

icip

an

ts t

o c

on

fid

en

tly

exp

ress

th

eir

ow

n v

iew

s o

n m

on

ey a

nd

learn

basi

c

skill

s to

help

th

em

wit

h t

heir

fu

ture

go

al p

lan

nin

g.

Th

e e

xp

eri

en

ce w

as

als

o a

learn

ing

op

po

rtu

nit

y f

or

their

pare

nts

, w

ho

were

heart

en

ed

by h

ow

th

eir

ch

ildre

n o

pen

ed

up

ab

ou

t th

eir

go

als

, as

well

as

their

cap

acit

y t

o c

on

sid

er

spen

din

g p

rio

riti

es.

"… o

ne [

part

icip

ant

said

] th

at h

e w

ill w

rite

a b

ook,

…

he h

ad n

ever

tol

d hi

s pa

rent

s ab

out

that

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it a

ll ca

me

out

in t

he M

oney

Min

ded

wor

ksho

p ...

It

was

like

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my

good

ness

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s pu

t a

real

lot

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houg

ht in

to t

his

and

he's

ne

ver

real

ly t

old

his

care

r or

par

ents

abo

ut it

. … [

The

pa

rent

s] w

ere

real

ly s

urpr

ised

abo

ut t

he r

espo

nses

of

the

stud

ents

."

En

co

ura

gin

g c

are

rs t

o s

up

po

rt, an

d n

ot

take t

ota

l co

ntr

ol o

f fi

nan

cia

l d

ecis

ion

-makin

g is

po

ten

tially

an

im

po

rtan

t o

utc

om

e o

f M

on

eyM

ind

ed

fo

r yo

un

g

ad

ult

s w

ith

dis

ab

ility

an

d t

heir

care

rs.

"It

just

rea

lly b

roug

ht t

hem

bac

k to

rea

lise

that

the

y ca

n ea

sily

tak

e ov

er a

nd n

ot n

eces

sari

ly a

ccor

ding

to

wha

t th

e ch

ild's

pri

orit

y is

, but

mor

e so

wha

t th

ey t

hink

is

pri

orit

y."

Insi

ghts

fro

m t

he r

esea

rch

and

expe

rtis

e fr

om c

omm

unit

y pa

rtne

rs s

uch

as B

roth

erho

od o

f St

Lau

renc

e an

d Th

e Be

nevo

lent

So

ciet

y w

ill in

form

how

AN

Z

can

cont

ribu

te t

o bu

ildin

g th

e ca

paci

ty o

f N

DIS

clie

nts

and

thei

r ca

rers

.

FIA

P: F

rom

Fo

un

dati

on

s to

Acti

on

s, P

art

Tw

o —

Acti

on

Pla

ns

9

Prod

ucts

and

Ser

vice

sS

take

ho

lde

r C

om

mit

ted

Act

ion

Sta

tem

en

t O

utp

ut

Ou

tco

me

R

esp

on

sib

ilit

y

Tim

efr

am

eC

om

ple

tio

n

Co

mm

en

t

Cu

sto

mers

Sta

ff

Develo

p a

co

nsi

sten

t, b

an

k-

wid

e a

pp

roach

to

su

pp

ort

ing

vu

lnera

ble

cu

sto

mers

s

Vu

lnera

ble

Cu

sto

mer

fram

ew

ork

d

evelo

ped

an

d e

mb

ed

ded

fo

r ap

plic

ati

on

acro

ss A

ust

ralia

Div

isio

n

& W

ealt

h

s

Easy

to

fo

llow

gu

idelin

es

for

staff

su

pp

ort

ing

vu

lnera

ble

cu

sto

mers

acro

ss A

ust

ralia

Div

isio

n &

Wealt

h,

un

derp

inn

ed

by a

gre

ed

fra

mew

ork

Reco

gn

itio

n a

nd

ap

pro

pri

ate

su

pp

ort

fo

r vu

lnera

ble

cu

sto

mers

MD

, R

eta

il D

istr

ibu

tio

n

Head

of

Pro

du

ct

Serv

ices

Sen

ior

Man

ag

er,

Cu

sto

mer

&

Qu

alit

y

Oct

20

16–

Sep

t 20

17

Co

mp

lete

Gu

idelin

es

have b

een

pro

vid

ed

to

sta

ff o

n h

ow

to

su

pp

ort

vu

lnera

ble

cu

sto

mers

. C

ust

om

ers

exp

eri

en

cin

g f

am

ily v

iole

nce a

re n

ow

man

ag

ed

cen

trally

by o

ur

hard

ship

team

to

en

sure

a c

on

sist

en

t ap

pro

ach

. A

NZ

la

un

ch

ed

ou

r F

inan

cia

l In

dep

en

den

ce g

uid

e f

or

cu

sto

mers

po

ten

tially

aff

ecte

d b

y f

am

ily v

iole

nce in

Ju

ly 2

017

; n

ow

availa

ble

in

bra

nch

es

an

d o

n

an

z.c

om

. F

urt

her

train

ing

mate

rials

are

bein

g d

evelo

ped

fo

r fr

on

tlin

e s

taff

in

FY

20

18.

Cu

sto

mers

Sta

ff

En

han

ce t

he s

up

po

rt

pro

vid

ed

to

vu

lnera

ble

cu

sto

mers

by im

pro

vin

g s

taff

cap

ab

ility

an

d u

nd

ers

tan

din

g

of

fin

an

cia

l d

iffi

cu

lty

s

Reg

ula

r fi

nan

cia

l d

iffi

cu

lty

aw

are

ness

even

ts c

on

du

cte

d,

inclu

din

g e

du

cati

on

sess

ion

s an

d

exte

rnal g

uest

sp

eakers

wh

ere

ap

pro

pri

ate

s

Inte

rnal su

rvey r

esu

lts

ou

tlin

ing

sta

ff

att

itu

des

to fi

nan

cia

l d

iffi

cu

lty

s

Pla

n f

or

futu

re t

rain

ing

an

d

aw

are

ness

in

itia

tives

Em

path

eti

c a

nd

ap

pro

pri

ate

en

gag

em

en

t w

ith

ban

k s

taff

fo

r vu

lnera

ble

cu

sto

mers

Sen

ior

Man

ag

er,

Cu

sto

mer

&

Qu

alit

y

Co

mp

lete

AN

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ng

ag

ed

Kild

on

an

Un

itin

gC

are

(n

ow

Un

itin

g V

ic/T

as)

to

facili

tate

aw

are

ness

sess

ion

s o

n f

inan

cia

l d

iffi

cu

lty a

nd

to

su

rvey s

taff

att

itu

des

to f

inan

cia

l d

iffi

cu

lty.

Th

is w

ork

co

nti

nu

es

wit

h f

urt

her

train

ing

sess

ion

s d

evelo

ped

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FY

20

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xam

inin

g D

ealin

g w

ith

Dif

ficu

lt S

itu

ati

on

s an

d S

taff

R

esi

lien

ce. T

he f

irst

sess

ion

fo

r F

Y20

18 w

as

held

in

No

vem

ber

20

17.

Cu

sto

mers

Su

pp

liers

Pro

vid

e e

ffecti

ve p

oin

t o

f sp

ecia

list

co

nta

ct

for

fin

an

cia

l co

un

sello

rs w

ork

ing

wit

h

AN

Z c

ust

om

ers

s

Fin

an

cia

l C

ou

nse

llor

Lia

iso

n t

eam

availa

ble

to

en

gag

e w

ith

fin

an

cia

l co

un

sello

rs f

rom

all

Sta

tes

an

d

Terr

ito

ries

s

Feed

back f

rom

reg

ula

r en

gag

em

en

t w

ork

sho

ps

wit

h f

inan

cia

l co

un

sello

rs

fro

m a

ll S

tate

s an

d T

err

ito

ries

Eff

icie

nt

an

d

eff

ecti

ve r

eso

luti

on

o

f cu

sto

mer

issu

es

by f

inan

cia

l co

un

sello

rs

Head

of

Co

llecti

on

&

Fra

ud

Op

era

tio

ns

Op

era

tio

ns

Man

ag

er,

Cu

sto

mer

Co

nn

ect

Co

mp

lete

AN

Z h

eld

en

gag

em

en

t se

ssio

ns

wit

h f

inan

cia

l co

un

sello

rs in

QL

D a

nd

N

SW

an

d w

ith

Co

nsu

mer

Acti

on

Law

Cen

tre. F

urt

her

sess

ion

s are

pla

nn

ed

in

20

18 w

ith

Vic

tori

an

fin

an

cia

l co

un

sello

rs.

Cu

sto

mers

Exp

an

d t

he C

are

Rin

g

pro

gra

m t

o s

up

po

rt

vu

lnera

ble

cu

sto

mers

in

h

ard

ship

in

part

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hip

wit

h

Kild

on

an

Un

itin

gC

are

s

Care

Rin

g s

erv

ice f

or

AN

Z c

ust

om

ers

availa

ble

in

Vic

, N

SW

, A

CT

an

d Q

ld,

inclu

din

g o

ver

the p

ho

ne s

erv

ice

s

Mo

neyM

ind

ed

fin

an

cia

l lit

era

cy

deliv

ery

in

teg

rate

d in

to t

he C

are

Rin

g

mo

del

Vu

lnera

ble

cu

sto

mers

exp

eri

en

cin

g

hard

ship

su

pp

ort

ed

to

reso

lve t

heir

fi

nan

cia

l d

iffi

cu

ltie

s

Head

of

Cu

sto

mer

Reso

luti

on

Deliv

er

Op

era

tio

ns

Man

ag

er,

Cu

sto

mer

Co

nn

ect

Co

mp

lete

AN

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as

refe

rred

90

5 c

ust

om

ers

to

th

e C

are

Rin

g p

rog

ram

sin

ce

incep

tio

n; 10

6%

of

targ

et.

Th

e p

rog

ram

is

pilo

tin

g t

he r

efe

rral o

f C

are

Rin

g

clie

nts

to

th

e M

on

eyM

ind

ed

pro

gra

m. A

NZ

is

co

nti

nu

ing

ou

r in

vo

lvem

en

t w

ith

Care

Rin

g in

FY

20

18.

Cu

sto

mers

Refe

r h

ard

ship

cu

sto

mers

to

M

on

eyM

ind

ed

tra

inin

g a

nd

co

nd

uct

a r

evie

w t

o a

ssess

th

e c

on

trib

uti

on

of

fin

an

cia

l lit

era

cy s

up

po

rt t

o im

pro

vin

g

cu

sto

mer

an

d b

usi

ness

o

utc

om

es

s

Rep

ort

of

cu

sto

mers

refe

rred

to

M

on

eyM

ind

ed

s

Inte

rnal re

po

rt r

evie

win

g r

efe

rral

ou

tco

mes

an

d im

pact

of

fin

an

cia

l lit

era

cy t

rain

ing

fo

r cu

sto

mers

(c

om

ple

tio

n, an

ecd

ota

l fe

ed

back

fro

m p

art

icip

ati

ng

cu

sto

mers

re

gard

ing

valu

e a

nd

ap

plic

ati

on

)

Cu

sto

mers

in

h

ard

ship

su

pp

ort

ed

w

ith

fin

an

cia

l sk

ills

an

d t

oo

ls t

o b

uild

th

eir

resi

lien

ce

Head

of

Cu

sto

mer

Reso

luti

on

Deliv

er

Op

era

tio

ns

Man

ag

er,

Cu

sto

mer

Co

nn

ect

Co

mp

lete

AN

Z h

as

been

acti

vely

refe

rrin

g o

ur

hard

ship

cu

sto

mers

to

Mo

neyM

ind

ed

o

nlin

e. A

revie

w o

f th

is p

rocess

an

aly

sed

th

e c

om

ple

tio

n r

ate

s o

f cu

sto

mers

refe

rred

, h

igh

ligh

tin

g t

hat

on

ly a

sm

all

nu

mb

er

wen

t o

n

to c

om

ple

te t

he c

ou

rse. W

e a

re c

on

tin

uin

g t

o r

efe

r cu

sto

mers

to

M

on

eyM

ind

ed

on

line b

ut

are

exam

inin

g m

ore

eff

ecti

ve m

eth

od

s to

su

pp

ort

cu

sto

mers

to

co

mp

lete

th

e c

ou

rse.

AN

Z

10F

IAP

: F

rom

Fo

un

dati

on

s to

Acti

on

s, P

art

Tw

o —

Acti

on

Pla

ns

Capa

bilit

ies,

Att

itud

es a

nd B

ehav

iour

sS

take

ho

lde

rC

om

mit

ted

Act

ion

Sta

tem

en

t O

utp

ut

Ou

tco

me

R

esp

on

sib

ilit

y

Tim

efr

am

eC

om

ple

tio

n

Co

mm

en

t

Co

mm

un

ity

an

d p

art

ners

Exp

an

d t

he r

each

an

d

access

ibili

ty o

f S

aver

Plu

s fo

r elig

ible

part

icip

an

ts

s

3,7

50

part

icip

an

ts r

ecru

ited

to

S

aver

Plu

s

s

Evalu

ati

on

rep

ort

of

pilo

t fo

r re

mo

te s

erv

ice d

eliv

ery

mo

del

s

Over

40

0 A

NZ

bra

nch

es

invo

lved

in

co

mm

un

ity e

ng

ag

em

en

t to

su

pp

ort

Saver

Plu

s

Incre

ase

d s

avin

gs,

fi

nan

cia

l sk

ills

an

d

resi

lien

ce f

or

low

er-

inco

me A

ust

ralia

ns

Head

of

Fin

an

cia

l In

clu

sio

n

Oct

20

16–

Sep

t 20

17

Co

mp

lete

In 2

017

, 4

,074

part

icip

an

ts e

nro

lled

in

Saver

Plu

s, s

ett

ing

go

als

to

save

over

$2 m

illio

n c

olle

cti

vely

. T

his

was

ab

ove o

ur

ag

reed

targ

et

wit

h t

he

Au

stra

lian

Go

vern

men

t (N

ote

th

at

ou

r F

IAP

co

nta

ined

a t

yp

og

rap

hic

al

err

or. T

he c

orr

ect

targ

et

for

FY

20

17 w

as

3,7

50

). A

n e

valu

ati

on

rep

ort

o

f th

e p

ilot

for

a r

em

ote

serv

ice d

eliv

ery

mo

del w

as

co

nd

ucte

d f

or

15

rem

ote

sit

es.

Th

is e

valu

ati

on

will

be o

ng

oin

g t

o im

pro

ve p

art

icip

an

t exp

eri

en

ce, eff

icie

ncy a

nd

go

vern

an

ce. W

e h

ave m

oved

tw

o m

ajo

r p

rocess

es

on

line in

FY

20

17 -

th

e m

atc

hin

g p

rocess

an

d t

he a

pp

licati

on

p

rocess

. In

FY

20

17 w

e e

ng

ag

ed

RM

IT U

niv

ers

ity t

o c

on

du

ct

rese

arc

h in

to

the im

pact

of

Saver

Plu

s, w

ith

th

e r

ep

ort

to

be p

ub

lish

ed

in

earl

y 2

018

. W

e h

ave e

xte

nd

ed

AN

Z b

ran

ch

invo

lvem

en

t in

su

pp

ort

ing

Saver

Plu

s to

3

98

bra

nch

es.

Th

e n

um

ber

of

bra

nch

es

invo

lved

in

Saver

Plu

s is

im

pacte

d

by b

road

er

decis

ion

s re

gard

ing

AN

Z's

dis

trib

uti

on

netw

ork

.

Co

mm

un

ity

an

d p

art

ners

Su

pp

ort

co

mm

un

ity

org

an

isati

on

s to

in

teg

rate

fi

nan

cia

l lit

era

cy in

to

their

serv

ice d

eliv

ery

wit

h

Mo

neyM

ind

ed

s

Fu

nd

ing

, tr

ain

ing

an

d m

ate

rials

p

rovid

ed

to

6 M

on

eyM

ind

ed

p

art

ners

to

co

nd

uct

facili

tato

r tr

ain

ing

an

d d

eliv

er

dir

ect

to c

lien

ts

s

Revie

ws

of

pra

cti

ce o

utl

ined

in

re

gu

lar

Mo

neyM

ind

ed

rep

ort

ing

Imp

roved

cap

acit

y

for

co

mm

un

ity

secto

r to

su

pp

ort

th

eir

clie

nts

wit

h

mo

ney iss

ues

Head

of

Fin

an

cia

l In

clu

sio

n

Co

mp

lete

AN

Z f

un

ded

6 M

on

eyM

ind

ed

part

ners

in F

Y20

17 u

nd

er

licen

ce t

o d

eliv

er

Mo

neyM

ind

ed

facili

tato

r tr

ain

ing

an

d p

art

icip

an

t w

ork

sho

ps.

Mid

-year

revie

ws

were

held

wit

h p

art

ners

in A

pri

l-M

ay 2

017

. Str

ate

gic

part

ners

hip

re

vie

ws

were

held

wit

h p

art

ners

in J

uly

-Sep

t 20

17 t

o d

evelo

p a

pp

roach

es

for

FY

20

18. F

Y20

18 im

ple

men

tati

on

pla

ns

an

d li

cen

ces

have s

ince b

een

d

evelo

ped

wit

h e

ach

part

ner

focu

sin

g o

n d

eliv

ery

in a

reas

co

nsi

sten

t w

ith

th

eir

org

an

isati

on

al f

ocu

s.

Co

mm

un

ity

an

d p

art

ners

Co

nti

nu

e t

o s

up

po

rt lo

wer-

inco

me A

ust

ralia

ns

to b

uild

fi

nan

cia

l sk

ills

an

d c

ap

ab

ility

w

ith

Mo

neyM

ind

ed

s

39

,00

0 p

art

icip

an

ts r

each

ed

th

rou

gh

a c

om

mu

nit

y p

art

ners

hip

m

od

el

s

Su

rvey o

f accre

dit

ed

Mo

neyM

ind

ed

fa

cili

tato

rs t

o d

em

on

stra

te r

each

s

Pu

blic

ati

on

of

Mo

neyM

ind

ed

im

pact

rep

ort

wit

h R

MIT

Un

ivers

ity

Incre

ase

d f

inan

cia

l sk

ills

an

d r

esi

lien

ce

for

low

er-

inco

me

Au

stra

lian

s

Head

of

Fin

an

cia

l In

clu

sio

n

Co

mp

lete

An

est

imate

d 4

9,3

06

peo

ple

part

icip

ate

d in

Mo

neyM

ind

ed

wo

rksh

op

s in

A

ust

ralia

in F

Y20

17. A

fu

rth

er

1,26

8 p

art

icip

an

ts c

om

ple

ted

Mo

neyM

ind

ed

o

nlin

e. T

hese

fig

ure

s w

ere

base

d o

n R

MIT

Un

ivers

ity a

naly

sis

of

ou

r an

nu

al

surv

ey o

f fa

cili

tato

rs c

on

du

cte

d in

Au

gu

st 2

017

an

d p

ub

lish

ed

in t

he 2

017

M

on

eyM

ind

ed

Im

pact

Rep

ort

in N

ovem

ber

20

17. T

he r

ep

ort

inclu

ded

a

focu

sed

stu

dy o

f fi

nan

cia

l wellb

ein

g in

a d

isab

ility

serv

ices

co

nte

xt,

in li

gh

t o

f th

e in

cre

asi

ng

ch

alle

ng

es

an

d o

pp

ort

un

itie

s o

f th

e N

ati

on

al D

isab

ility

In

sura

nce S

ch

em

e. A

NZ

als

o s

up

po

rted

RM

IT U

niv

ers

ity a

nd

Au

tism

CR

C

to c

on

du

ct

a c

om

pan

ion

case

stu

dy in

to t

he f

inan

cia

l wellb

ein

g o

f A

uti

stic

in

div

idu

als

, on

e o

f th

e f

irst

stu

die

s to

exp

lore

th

is is

sue.

Co

mm

un

ity

an

d p

art

ners

Lead

an

d f

un

d r

ese

arc

h in

to

fin

an

cia

l lit

era

cy in

Au

stra

lia

sR

ese

arc

h in

to f

inan

cia

l lit

era

cy

an

d c

ap

ab

ility

co

nd

ucte

d w

ith

in

pu

t fr

om

in

dep

en

den

t ad

vis

ory

co

mm

itte

e

s

Pu

blic

ati

on

of

rese

arc

h r

esu

lts

for

dis

cu

ssio

n w

ith

sta

keh

old

ers

in

vo

lved

in

fin

an

cia

l se

rvic

es,

re

gu

lati

on

an

d p

olic

y-s

ett

ing

Data

to

in

form

an

d in

flu

en

ce

fin

an

cia

l in

clu

sio

n

an

d f

inan

cia

l lit

era

cy p

olic

y a

nd

p

rog

ram

s

Head

of

Fin

an

cia

l In

clu

sio

n

Oct

20

16–

Sep

t 20

17

Part

ially

co

mp

lete

Th

e A

NZ

Fin

an

cia

l W

ellb