Being a responsible company Doing the right thing

We maintain a strong conduct framework and invest in our people to deliver fair outcomes for all our stakeholders

How we do business Being a responsible company means making the right decisions

We strive to be a more responsible bank, underpinned by strong processes throughout our organisation. We're determined to fight financial crime, minimise our environmental impact, invest in our people and embed our values across our business in the markets where we operate.


Our people

Our workforce is diverse and inclusive and highly motivated to do the right thing for all our stakeholders. We take enormous pride in helping each and every one of our employees to fulfil their potential. That’s why we continue to deliver comprehensive employee learning programmes, while making available more than 50 local employee resource groups that connect and support colleagues.

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The environment We’re committed to reducing our impact on the environment

We want to minimise our impact on the environment, and have targets in place to reduce our energy, water and paper consumption. View our targets below.



Our targets are to reduce our annual energy use by 35%, from 355 to 230 kWh/m2 a year between January 2008 and December 2019 in our tropical climate premises (80% of total). For temperate climate premises, it is to reduce our annual energy use by 31% from 398 to 275 kWh/m2 a year between January 2008 and December 2019. In 2018, we achieved our target for temperate climates one year early reducing our energy use by 33%. We also advanced our tropical climate target.

Our target is to reduce our water use across all premises by 72% from 1.8 to 0.5 kL/m2 a year between January 2008 and December 2019. We reduced water use by 57% between 2008 and 2018 and are working across our properties to find innovative ways to achieve the last part of our target.

Reduce our use of office paper by 57% from 23.4 to 10 kg/FTE a year between January 2012 and December 2020.

Our reporting criteria sets out the principles and methodology used to calculate our greenhouse gas (GHG) emissions while third-party assurer, The Carbon Trust, provides independent assurance of our Scope 1 and 2 GHG emissions to ensure the accuracy and credibility of our reporting. In 2018, we set new Science-Based Targets to reduce our GHG emissions by 90% to 18,000 tonnes by 2050. These are supported by interim targets set out in our sustainability summary.

Governance A strong culture

We work hard to promote good principles and valued behaviours across our organisation. For us, good governance is about having the right culture, structures and processes. 

Financial crime prevention

Financial crime, such as bribery, corruption and money laundering, hinders economic progress and harms communities. We are strengthening our Financial Crime Compliance standards by improving our financial crime controls, training our colleagues and sharing best practice with our clients and partners.

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Responsible selling and marketing

We want our clients to have the best possible experience when they bank with us, and to feel supported. That's why we have robust policies and procedures in place to help us identify and resolve any complaint. We aim to treat our clients fairly at all times, providing them with solutions that meet their evolving needs.

Our suppliers

We work with our suppliers to uphold global environmental and social standards. Our supplier charter sets out what we expect of our suppliers. We seek to ensure that modern slavery does not exist in our operations or supply chain.

More on our approach to banking

We’re committed to promoting social and economic development in our markets through our core business of banking

More on sustainabilityAbout our services