Our approach

Major themes

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

Climate Change Engagement

Continuing to work with advocacy and shareholder organisations on environmental issues such as disclosure of Taskforce on Climate-related Financial Disclosures 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 serve our customers well and help our communities prosper.

What do we do?

Our approach to stakeholder engagement is set out in our Social Impact Policy (PDF, 93KB), 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 colleagues 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, contributes to risk management, and allows us to discover opportunities to improve our performance. It also helps us understand community expectations, and explore opportunities to collaborate with our partners on issues of mutual interest.

We interact with a diverse range of stakeholders. In our Sustainability Report (PDF, 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. An outline of this year's material issues is available on page 10 of the Sustainability Report.

Through annual assessments, we can 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 environmental, social, and governance (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, 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
  • Financial hardship
  • Supporting vulnerable customers
  • Ethical decision making
  • Role of banks in protecting a strong economy
  • 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
  • Reducing carbon footprint
  • Information management and security
Employees

Engagement activities

Regular employee engagement surveys

Intranet articles and commentary

Confidential alert lines

Internal social media

Issues of interest

  • Employee engagement and support during crises and organisational change
  • Culture and conduct
  • Corporate citizenship
  • Inclusion and diversity
  • 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

  • Governance, conduct and culture
  • Transparency and disclosure
  • Responsible lending practices (suitability of products for customer needs)
  • Achieving fair outcomes for customers
  • Assisting customers experiencing hardship and vulnerability
  • Information management and security
  • Exposure to companies with a negative social impact (i.e. gambling, fossil fuels, tobacco) 
  • Natural disaster response and COVID-19 pandemic support
  • Employee engagement and wellbeing
  • Hunan rights; preventing harm in NAB's supply chain

 

Suppliers

Engagement activities

Ongoing relationship management

Surveys (as part of due diligence processes and annual engagement activities)

Industry forums

Issues of interest

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

Engagement activities

Research

Surveys

Interviews

Not-For-Profit customers and Social Enterprise support

Meetings

Conferences, events and workshops

Employee volunteering (skilled, general and remote), workplace giving, donations and fundraising

Grants and sponsorship

Ethical investments

Impact Investing

Issues of interest

  • Natural value and sustainable agriculture
  • Private land and wildlife conservation
  • Green finance
  • Financial resilience
  • Mental health and wellbeing
  • Domestic and family violence
  • Climate change and sustainable landscapes
  • Indigenous Australia
  • Natural disasters, preparedness 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
  • Climate change, energy policy and environmental risk
Media

Engagement activities

Media interviews

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
  • Natural disaster response
  • COVID-19 pandemic support
NGOs and Advocacy organisations

Engagement activities

Regular meetings and briefings

Social.Impact@nab.com.au

NAB Resolve/Feedback at NAB

MLC Resolve

Round tables on material ESG topics

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 memberships
  • Industry regulation
  • Animal welfare
  • Disclosure of climate risk and TCFD scenario analysis outcomes
Industry groups and associations

Engagement activities

Regular meetings and briefings

Industry events

Feedback channels

Workshops and roundtables

Issues of interest

  • Human rights, including grievance mechanisms and compliance with Modern Slavery Act
  • Climate change, including:
  • - financing of renewables

    - financing of fossil fuels and other resources

    - advocacy through industry associations

    - Disclosure of Taskforce on Climate-related Financial        Disclosures scenario analysis outcomes

  • NAB's advertising placements
  • Animal welfare
  • Industry regulations
  • Responsible lending practices (including suitability of products and product fees and managing ESG risks)
  • Gambling, and supporting customers experiencing financial hardship

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 Social Impact team directly, you can email us at Social.Impact@nab.com.au

Discover more

Social Impact 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

How we reduce and mitigate risk with our suppliers.