Our approach

Major themes

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

Environmental Issues Engagement

Continuing to work with government, advocacy, industry and investor stakeholders on environmental issues such as disclosure of Taskforce on Climate-related Financial Disclosures climate-change scenario analysis outcomes, financing of the fossil fuel industry, biodiversity loss, ecosystem degradation and pollution, as well as our response to natural disasters.

Human Rights

Consulting a range of stakeholders on Human Rights issues including on the human impacts of modern slavery and other human rights abuse risks, as well as an effective grievance mechanism process.

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 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, 872KB), 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 Annual Review 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 helps us identify the important environmental, social and governance (ESG) issues that shape our business and impact our community. An outline of this year's material issues is available on page 3 of the Annual Review.

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 prioritised 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 our prioritised material themes. You'll find our most recent engagements in the table below. These are also detailed in our Annual Review.

Stakeholder engagement


Engagement activities

ESG Issues of interest


Engagement activities

Market research - customer satisfaction and experience surveys and focus groups

Letters from NAB CEO

ESG 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

Engagement activities

Regular employee engagement surveys

Intranet articles and commentary

Confidential alert lines

Internal social media

ESG 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
  • Addressing climate change and environmental sustainability
Shareholders (including institutional investors)

Engagement activities

Annual General meeting

Investor presentations

Analyst briefings

Participation in surveys

Direct engagement with leadership

Direct engagement with NAB’s Investor Relations and Social Impact teams

ESG 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
  • Driving greater adoption of sustainable finance
  • Executive remuneration
  • Climate change
  • Cyber security and data ethics
  • NAB's role in supporting customers to appropriately manage biodiversity
  • 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
  • Human rights; preventing harm in NAB's supply chain



Engagement activities

Ongoing relationship management

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

Industry forums

ESG 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




Not-For-Profit customers and Social Enterprise support


Conferences, events and workshops

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

Grants and sponsorship

Ethical investments

Impact Investing

ESG Issues of interest

  • Natural value and sustainable agriculture
  • Private land and wildlife conservation
  • Impact investing and 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




ESG 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

Engagement activities

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

ESG Issues of interest

  • Covid-19 customer and colleague support
  • Industry regulation
  • Products and services
  • Culture and conduct
  • Remuneration
  • Digitisation and data
  • Regional and rural Australia (including branch network)
  • Governance processes
  • Climate change, including fossil fuel financing
  • Economic development and growth
  • Natural disaster response
  • Royal commission response
Advocacy organisations

Engagement activities

Regular meetings and briefings

ESG Issues of interest

  • Human rights, including greviances and mechanisims
  • Climate change, including:

- Financing of renewables

- Financing of fossil fuel companies

- Financing infrastructure associated with mining developments

  • NAB's advertising placements
  • Animal welfare
  • Industry regulation
  • Nuclear weapons
  • NAB's response to COVID-19
  • Responsible lending practices (including suitability of products and product fees and managing ESG risks)
  • Gambling; supporting customers experiencing financial hardship
  • Disclosure of climate risk and TCFD scenario analysis outcome

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 focused on having resilient and sustainable business practices – this includes how we manage our operations (including our supply chain) and our 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.

To raise a human rights concern, you can email us at grievances@nab.com.au. Grievances will be addressed by the appropriate area for investigation and actioning. Guidance on how to raise a concern can be found in various languages on our Humans Rights Approach page.

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.

Stakeholder engagement

Maintaining an open and constructive dialogue with stakeholders is essential for business. It's how we understand community expectations, identify issues and discover opportunities to improve.

Supply chain management

How we reduce and mitigate risk with our suppliers.

Environmental approach

We're committed to understanding and managing the impacts and dependencies of our business on the environment.