<br />
Commonwealth Bank<br />
<br />
Sustainability<br />
Report 2009Commonwealth Bank<br />
Sustai liability<br />
Report 2009<br />
Determined to be different<br />
<br />
About our report PAGE 3<br />
<br />
A message from our CEO PAGE 4<br />
<br />
Sustainability at the Commonwealth Bank Group PAGE 7<br />
<br />
Who we are PAGE 8<br />
<br />
Customers PAGE 12<br />
<br />
People PAGE 20<br />
<br />
Governance PAGE 30<br />
<br />
Community PAGE<a title="CBA AR page 1" href="http://viewer.zmags.com/publication/624e8228?page=1">Commonwealth BankSustainabilityReport 2009Comm</a> Commonwealth BankSustainabilityReport 2009Comm<a title="CBA AR page 2" href="http://viewer.zmags.com/publication/624e8228?page=2">About our report </a> About our report <a title="CBA AR page 3" href="http://viewer.zmags.com/publication/624e8228?page=3">About our reportAt the Commonwealth Bank Gr</a> About our reportAt the Commonwealth Bank Gr<a title="CBA AR page 4" href="http://viewer.zmags.com/publication/624e8228?page=4">A messagefrom our CEOWelcome to the inaugu</a> A messagefrom our CEOWelcome to the inaugu<a title="CBA AR page 5" href="http://viewer.zmags.com/publication/624e8228?page=5">OUR PERFORMAnCEOver the past 12 months, we have</a> OUR PERFORMAnCEOver the past 12 months, we have<a title="CBA AR page 6" href="http://viewer.zmags.com/publication/624e8228?page=6">SUSTAInABILITY PROGRAMSIn July 2009, the Group </a> SUSTAInABILITY PROGRAMSIn July 2009, the Group <a title="CBA AR page 7" href="http://viewer.zmags.com/publication/624e8228?page=7">Sustainability at theCommonwealth Bank GroupFo</a> Sustainability at theCommonwealth Bank GroupFo<a title="CBA AR page 8" href="http://viewer.zmags.com/publication/624e8228?page=8">Who we areSince we first opened our doors fo</a> Who we areSince we first opened our doors fo<a title="CBA AR page 9" href="http://viewer.zmags.com/publication/624e8228?page=9">Our profileToday, we are one of Australia’s lea</a> Our profileToday, we are one of Australia’s lea<a title="CBA AR page 10" href="http://viewer.zmags.com/publication/624e8228?page=10">Our awards in 2008-09Money magazin</a> Our awards in 2008-09Money magazin<a title="CBA AR page 11" href="http://viewer.zmags.com/publication/624e8228?page=11">Sustainability programsThe Group is proud to be</a> Sustainability programsThe Group is proud to be<a title="CBA AR page 12" href="http://viewer.zmags.com/publication/624e8228?page=12">CustomersAs a financial services organisati</a> CustomersAs a financial services organisati<a title="CBA AR page 13" href="http://viewer.zmags.com/publication/624e8228?page=13">KEY CUSTOMER STATISTICSAround11million> Cus</a> KEY CUSTOMER STATISTICSAround11million> Cus<a title="CBA AR page 14" href="http://viewer.zmags.com/publication/624e8228?page=14">COMPLAInTSComplaints are a valuable opportunity</a> COMPLAInTSComplaints are a valuable opportunity<a title="CBA AR page 15" href="http://viewer.zmags.com/publication/624e8228?page=15">Responsible bankingWe have a strong focus on re</a> Responsible bankingWe have a strong focus on re<a title="CBA AR page 16" href="http://viewer.zmags.com/publication/624e8228?page=16">SPECIALISED PRODUCTSAnD SERvICESWe support low-</a> SPECIALISED PRODUCTSAnD SERvICESWe support low-<a title="CBA AR page 17" href="http://viewer.zmags.com/publication/624e8228?page=17">Financial LiteracyFinancial literacy is an impo</a> Financial LiteracyFinancial literacy is an impo<a title="CBA AR page 18" href="http://viewer.zmags.com/publication/624e8228?page=18">Indigenous reconciliationOn 24 July 2008, we la</a> Indigenous reconciliationOn 24 July 2008, we la<a title="CBA AR page 19" href="http://viewer.zmags.com/publication/624e8228?page=19">19 Sustainability Report 091 9 Sustainabili</a> 19 Sustainability Report 091 9 Sustainabili<a title="CBA AR page 20" href="http://viewer.zmags.com/publication/624e8228?page=20">PeopleWith our focus on customer service, i</a> PeopleWith our focus on customer service, i<a title="CBA AR page 21" href="http://viewer.zmags.com/publication/624e8228?page=21">The People andCulture SurveyWe measure our pro</a> The People andCulture SurveyWe measure our pro<a title="CBA AR page 22" href="http://viewer.zmags.com/publication/624e8228?page=22">PeoplebehavioursDuring the year we launcheda</a> PeoplebehavioursDuring the year we launcheda<a title="CBA AR page 23" href="http://viewer.zmags.com/publication/624e8228?page=23">LEADERShIP CURRICULUMIn June 2008 we began roll</a> LEADERShIP CURRICULUMIn June 2008 we began roll<a title="CBA AR page 24" href="http://viewer.zmags.com/publication/624e8228?page=24">DiversityAs an organisation, we serve a large a</a> DiversityAs an organisation, we serve a large a<a title="CBA AR page 25" href="http://viewer.zmags.com/publication/624e8228?page=25">CULTURAL DIvERSITYThe cultural diversity of our</a> CULTURAL DIvERSITYThe cultural diversity of our<a title="CBA AR page 26" href="http://viewer.zmags.com/publication/624e8228?page=26">Case studyLeroy Wilkinson,Customer Service Rep</a> Case studyLeroy Wilkinson,Customer Service Rep<a title="CBA AR page 27" href="http://viewer.zmags.com/publication/624e8228?page=27">Case studyCarmel Brewster and Sandra nicholls,</a> Case studyCarmel Brewster and Sandra nicholls,<a title="CBA AR page 28" href="http://viewer.zmags.com/publication/624e8228?page=28">SafetyFew things are as central to running a su</a> SafetyFew things are as central to running a su<a title="CBA AR page 29" href="http://viewer.zmags.com/publication/624e8228?page=29">Staff benefits and conditionsIn addition to fle</a> Staff benefits and conditionsIn addition to fle<a title="CBA AR page 30" href="http://viewer.zmags.com/publication/624e8228?page=30">GovernanceThe global financial crisis has u</a> GovernanceThe global financial crisis has u<a title="CBA AR page 31" href="http://viewer.zmags.com/publication/624e8228?page=31">The role of governance andrisk management in a c</a> The role of governance andrisk management in a c<a title="CBA AR page 32" href="http://viewer.zmags.com/publication/624e8228?page=32">Ethical policiesSTATEMEnT OF PROFESSIOnAL PRAC</a> Ethical policiesSTATEMEnT OF PROFESSIOnAL PRAC<a title="CBA AR page 33" href="http://viewer.zmags.com/publication/624e8228?page=33">We also contributed written submissions to a rang</a> We also contributed written submissions to a rang<a title="CBA AR page 34" href="http://viewer.zmags.com/publication/624e8228?page=34">CommunityFor almost 100 years, we’ve played</a> CommunityFor almost 100 years, we’ve played<a title="CBA AR page 35" href="http://viewer.zmags.com/publication/624e8228?page=35">Indigenous reconciliationOn 24 July 2008, we la</a> Indigenous reconciliationOn 24 July 2008, we la<a title="CBA AR page 36" href="http://viewer.zmags.com/publication/624e8228?page=36">LEGACYWe have supported Legacy and the Legacy Ba</a> LEGACYWe have supported Legacy and the Legacy Ba<a title="CBA AR page 37" href="http://viewer.zmags.com/publication/624e8228?page=37">Case StudyCricket in the communityDemonstrati</a> Case StudyCricket in the communityDemonstrati<a title="CBA AR page 38" href="http://viewer.zmags.com/publication/624e8228?page=38">AUSTRALIAn OF ThE YEAR AWARDS2009 marks our 30t</a> AUSTRALIAn OF ThE YEAR AWARDS2009 marks our 30t<a title="CBA AR page 39" href="http://viewer.zmags.com/publication/624e8228?page=39">Staff contributionsMany of our people volunteer</a> Staff contributionsMany of our people volunteer<a title="CBA AR page 40" href="http://viewer.zmags.com/publication/624e8228?page=40">Case study‘Your Face, Your Story’Since 2006, </a> Case study‘Your Face, Your Story’Since 2006, <a title="CBA AR page 41" href="http://viewer.zmags.com/publication/624e8228?page=41">Case studyStudent mentoringTu Duong is a memb</a> Case studyStudent mentoringTu Duong is a memb<a title="CBA AR page 42" href="http://viewer.zmags.com/publication/624e8228?page=42">In the global communityIncreasingly, the Gro</a> In the global communityIncreasingly, the Gro<a title="CBA AR page 43" href="http://viewer.zmags.com/publication/624e8228?page=43">Case studyChina earthquake appealFollowing th</a> Case studyChina earthquake appealFollowing th<a title="CBA AR page 44" href="http://viewer.zmags.com/publication/624e8228?page=44">EnvironmentWe are working hard to manage ou</a> EnvironmentWe are working hard to manage ou<a title="CBA AR page 45" href="http://viewer.zmags.com/publication/624e8228?page=45">Managing our direct impactsThe Group has been m</a> Managing our direct impactsThe Group has been m<a title="CBA AR page 46" href="http://viewer.zmags.com/publication/624e8228?page=46">IMPROvInG PROPERTY EnvIROnMEnTAL PERFORMAnCE93%</a> IMPROvInG PROPERTY EnvIROnMEnTAL PERFORMAnCE93%<a title="CBA AR page 47" href="http://viewer.zmags.com/publication/624e8228?page=47">Managing the impacts of our products and services</a> Managing the impacts of our products and services<a title="CBA AR page 48" href="http://viewer.zmags.com/publication/624e8228?page=48">Environmental reportingWe are subject to the Fe</a> Environmental reportingWe are subject to the Fe<a title="CBA AR page 49" href="http://viewer.zmags.com/publication/624e8228?page=49">Looking forwardWe are extremely proud of our</a> Looking forwardWe are extremely proud of our<a title="CBA AR page 50" href="http://viewer.zmags.com/publication/624e8228?page=50">hERE ARE SOME OF ThE ACTIvITIES WE’LL BE FOCUSInG</a> hERE ARE SOME OF ThE ACTIvITIES WE’LL BE FOCUSInG<a title="CBA AR page 51" href="http://viewer.zmags.com/publication/624e8228?page=51">Our Community Partners</a> Our Community Partners<a title="CBA AR page 52" href="http://viewer.zmags.com/publication/624e8228?page=52">Metrics and DefinitionsAll metrics capture data</a> Metrics and DefinitionsAll metrics capture data<a title="CBA AR page 53" href="http://viewer.zmags.com/publication/624e8228?page=53">Absenteeism (Average days per FTE)2009 5.9 </a> Absenteeism (Average days per FTE)2009 5.9 <a title="CBA AR page 54" href="http://viewer.zmags.com/publication/624e8228?page=54">IndependentReview ReportIndependent review rep</a> IndependentReview ReportIndependent review rep<a title="CBA AR page 55" href="http://viewer.zmags.com/publication/624e8228?page=55">MetricsSection of the Report.Our responsibility</a> MetricsSection of the Report.Our responsibility<a title="CBA AR page 56" href="http://viewer.zmags.com/publication/624e8228?page=56">Talk to us004-300 311009 (CBA1988)We welcome </a> Talk to us004-300 311009 (CBA1988)We welcome