Our approach

Major themes

Identified 6 major themes that are important to our stakeholders and align with our ability to deliver our strategy.

Consumer Advocacy Organisations

Strengthening our relationship with different consumer advocacy organisations on retail banker remuneration, use of credit cards for gambling transactions and divestment from investments in tobacco companies.

Climate Change Engagement

Continuing to work with advocacy and shareholder organisations on environmental issues such as disclosure of TCFD climate-change scenario analysis outcomes and financing of the fossil fuel industry.

Human Rights

Consulting a range of stakeholders on Human Rights issues including grievance mechanisms and modern slavery.

Why is this important?

Communication and understanding are key to any successful business, especially one with as many diverse external stakeholders as ours. By continually engaging with our wide range of stakeholders we can understand what is expected of us, identify issues and discover opportunities to improve.

What do we do?

Our approach to stakeholder engagement is set out in our Corporate Responsibility Policy (PDF, 132KB), and is informed by the AA1000 Stakeholder Engagement Standard. In all interactions with stakeholders, we are committed to being respectful, responsive, open and authentic in our engagement on issues of mutual importance.

Our key stakeholders include:

  • customers
  • our employees and contractors
  • investors (shareholders, fund managers and superannuation funds)
  • analysts
  • industry bodies, associations, regulators and government
  • suppliers
  • the broader community including non-government organisations (NGOs) and our community partners, and
  • media.

Defining material issues for our stakeholders and our business

Connecting with our many and varied stakeholders is an important part of our strategy. Maintaining an open and constructive dialogue with our stakeholders helps us to identify emerging issues thus contributing to risk management and provides opportunities for us to discover opportunities to improve our performance. It also helps us understand community expectations, identify emerging issues and discover opportunities for us to improve our performance.

We interact with a diverse range of stakeholders. In our Sustainability Report (PDF, 3.2MB) we detail the various stakeholders groups, the ways in which we engage with them and their issues of interest. This includes detail on our annual materiality assessment process, which provides us with a good understanding of the issues important to our stakeholders and to NAB’s ongoing success. Our reporting also outlines the independent assurance that has been undertaken on our external Corporate Responsibility reporting.

Through consistent assessments, we’re able to observe how perceptions of these issues change over time. This provides a useful indication of whether our work to respond to material issues is meeting stakeholder expectations. We also use ongoing engagement activities throughout the year to inform our determination of material themes.

Regular engagement

We value constructive feedback and engagement with a wide range of stakeholders, including NGOs and ESG analysts. We take on board their feedback, information and analysis to assist in the determination of ‘materiality’. You’ll find our most recent engagements in the table below. These are also detailed in our Sustainability Report (PDF, 3.2MB).

Stakeholder engagement

Stakeholders

Engagement activities

Issues of interest

Customers

Engagement activities

Consumer advocate meetings with senior leadership

Customer feedback channels (in-branch, email, contact centre, social media)

Market research – customer satisfaction and experience surveys and focus groups

Issues of interest

  • Affordability of banking, fees and interest
  • Remuneration
  • Financial hardship
  • Climate change, including lending to fossil fuel/resource companies
  • Animal welfare
  • Industry regulation
  • Financial education and literacy
  • Transparency and disclosure
  • Human rights, including grievance mechanisms
  • Divestment from tobacco investments
  • Information management and security
Employees

Engagement activities

Regular surveys

Annual employee engagement survey

Intranet articles and commentary

Employee feedback groups

Confidential alert lines

Internal social media

Issues of interest

  • Employee engagement during transformation
  • Culture and conduct
  • Corporate citizenship
  • Diversity and inclusion
  • Health, safety and wellbeing
  • Supporting vulnerable customers
  • Capability and personal development
Shareholders (including institutional investors)

Engagement activities

Annual General Meeting

Investor presentations

Analyst briefings

Participation in surveys

Direct engagement with leadership

Round tables

Issues of interest

  • Transparency and disclosure
  • Reputation of banking sector
  • Responsible lending practices (suitability of products for customer needs)
  • Use of credit cards for gambling transactions
  • Improving the customer experience
  • Information management and security
  • Exposure to companies with a negative social impact (i.e. gambling, fossil fuels, tobacco) and military equipment
  • Financial inclusion and resilience
  • Employee engagement
  • Executive remuneration

 

Suppliers

Engagement activities

Supplier forums

Regular meetings and briefings

Ongoing relationship management

Industry forums

Issues of interest

  • Responsible and sustainable sourcing
  • Diversity and inclusion
  • Resource efficiency
  • Off-shoring and outsourcing
  • Managing our exposure to ESG risks
Community partners

Engagement activities

Surveys

Interviews

NFP customer support

Meetings

Conferences, events and workshops

Employee volunteering, workplace giving and fundraising

Issues of interest

  • Natural value and sustainable agriculture
  • Private land conservation
  • Impact investing and green finance
  • Financial resilience
  • Mental health and wellbeing
  • Animal welfare
  • Domestic and family violence
  • Climate change and sustainability
  • Indigenous Australia
  • Natural disasters and resilience
  • Affordable housing
  • Homelessness
  • Accessibility and disability
Government and regulators

Engagement activities

Regular meetings and briefings

Participation in consultation process

Focus groups

Roundtables

Workshops

Issues of interest

  • Industry regulation
  • Governance processes, including financial crime
  • Public policy
  • Support to the agricultural sector
  • Infrastructure
  • Open Banking
  • Social impact investment
  • Modern Slavery
Media

Engagement activities

Media interviews (including talkback radio)

Press releases

NAB news website

Social media (NAB & CEO, including engagement with public)

Issues of interest

  • Royal Commission
  • Industry regulation
  • Products and services
  • Culture and conduct
  • Remuneration
  • Business transformation
  • Regional and rural Australia
  • Governance processes
  • Climate change, including fossil fuel financing
  • Economic development and growth
Advocacy organisations

Engagement activities

Regular meetings and briefings

Customer feedback channels (i.e.

Corporate.Responsibility@nab.com.au

NAB Resolve/Feedback at NAB

MLC Resolve

Round tables

Issues of interest

  • Climate change, including:

- Financing of renewables

- Financing of fossil fuel companies

- Financing infrastructure associated with mining developments

  • Human rights, including grievance mechanisms
  • Responsible lending practices (including suitability of products and product fees and managing ESG risks)
  • Industry regulation
  • Animal welfare
  • Disclosure of TCFD scenario analysis outcomes

Your feedback

We know how important it is to listen and respond to customer and community concerns on a wide range of issues and we are committed to doing business in a responsible manner – this includes how we manage our operations (including our supply chain) and financing activities.

If you would like to give feedback or raise an issue about our business, you can contact our dedicated NAB Resolve team who will lodge your feedback or issue with the appropriate NAB department for investigation as required. We'll ensure that you're updated at an appropriate time.

If you want to contact the Corporate Responsibility team directly, you can email us at Corporate.Responsibility@nab.com.au

You can also read more about raising issues with us here.

Discover more

Corporate responsibility approach

Managing our business in a responsible way is key to our vision of becoming Australia's leading bank, trusted by customers for exceptional service.

Performance and reporting

Our Annual Reporting suite provides an overview of our corporate responsibility strategy and performance.

Supply chain management

We recognise we have an opportunity – and an obligation – to be responsible in the way we manage our supply chain.