Our approach

Major themes

Identified six 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 improve.

What do we do?

Our approach to stakeholder engagement is set out in our Social Impact Policy (PDF, 75KB), 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, 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. Our reporting also outlines the independent assurance that has been undertaken on our external sustainability reporting. 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


Engagement activities

Issues of interest


Engagement activities

Consumer advocate meetings with senior leadership

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

Customer survey


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

Engagement activities

Regular surveys

Annual employee engagement survey

Intranet articles and commentary

Confidential alert lines

Internal social media

Issues of interest

  • Employee engagement during transformation
  • Culture and conduct
  • Corporate citizenship
  • Diversity and inclusion
  • Climate change
  • Health, safety and wellbeing
  • Supporting vulnerable customers
  • Training and 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

  • Executive remuneration
  • 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
  • Climate change and green finance



Engagement activities

Regular meetings and interactions

Ongoing relationship management

Industry forums

Issues of interest

  • Responsible and sustainable sourcing, including modern slavery reporting requirements
  • Diversity and inclusion
  • Resource efficiency
  • Off-shoring and outsourcing
  • Managing our exposure to risk
Community partners

Engagement activities




NFP and Social Enterprise customer support


Conferences, events and workshops

Employee volunteering, workplace giving, donations and fundraising

Grants and sponsorship

Ethical investment

Issues of interest

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

Engagement activities

Regular meetings and briefings

Participation in consultation process

Focus groups


Appearances at public inquiries


Issues of interest

  • Industry regulation
  • Governance processes, including financial crime
  • Public policy
  • Royal Commission
  • Infrastructure
  • Open Banking
  • Rural and regional Australia
  • Affordable housing
  • Climate resilience

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, including pricing decisions
  • Culture and conduct
  • Remuneration
  • Business transformation
  • Regional and rural Australia
  • Governance processes
  • Climate change, including fossil fuel financing and industry memberships
  • Economic development and growth
NGOs and Advocacy organisations

Engagement activities

Regular meetings and briefings


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

Issues of interest

  • Responsible lending
  • Regional and rural Australia
  • Animal welfare
  • Supporting drought affected communities
  • Housing affordability and access
  • Customers experiencing vulnerability

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

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

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.