Action plans

At the core of the FIAP program is Action. Every member makes public commitments to take action towards improving financial inclusion and wellbeing.

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Action Table

FIAP members have publicly committed to over 900 actions. You can see them below.

You can use the search boxes for each column to narrow your results (for example, to look for actions from a particular organisation, or to search for keywords in the Committed Action Statement column). You can also export your query to a spreadsheet for further analysis.

Place-Based Plans: Each Place-Based plan is grouped together under a single “Organisation Name”. If you are looking for actions undertaken by a specific company or organisation, you can search for them in the “Responsibility” column.

Plan Name	Plan Type	Organisation Short Name	Action ID	Action Area	Stakeholder	Committed Action Statement	Outputs	Outcomes	Action Type	New Refresh	Core Commitments Addressed	Action Responsibility	Action Timeframe	Action Review Status	Action Review Comment
Plan Name	Plan Type	Organisation Short Name	Action ID	Action Area	Stakeholder	Committed Action Statement	Outputs	Outcomes	Action Type	New Refresh	Core Commitments Addressed	Action Responsibility	Action Timeframe	Action Review Status	Action Review Comment
Swin_F	Foundation	Swinburne	Swin_F_01	Understanding of Financial Vulnerability	• Students	Identify support services available to form a Crisis Support Package which will connect students in financial hardship to emergency accommodation, counselling, and assist with applications for extensions and special considerations	• Report of all available support services	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			Student Counselling; Student Financials SSAA; Student Housing & Finance; ISL	March 2017	Completed	Existing services identified and listed on various websites and communicated to students
Swin_F	Foundation	Swinburne	Swin_F_02	Understanding of Financial Vulnerability	• Students	Increase awareness of both existing/new financial and non-financial support services, particularly for students who may be experiencing financial hardship via online media	• Online communication strategy developed • Quality and usability of information	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			International and Students, Swin Counselling, Student Financials, Finance & Housing	March 2017	Completed	FIAP has been promoted extensively throughout 2017. This will continue in 2018 as we explore alternative channels.
Swin_F	Foundation	Swinburne	Swin_F_03	Understanding of Financial Vulnerability	• Students	Hold a Financial Inclusion Day event to promote Swinburne University's financial and additional support services which students can access	• Financial Inclusion Day event held	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			SSAA	December 2017	Completed	Financial Inclusion Day held on 21 August at Hawthorn campus, attracting approx 1000 students
Swin_F	Foundation	Swinburne	Swin_F_04	Financial Capability	• Partners (Suppliers)	Introduce FIAP fund to enable contribution of third parties towards FIAP Financial Support package	• FIAP Support Fund established and launched	• Increase in targeted and scalable resources to build financial capabilities • Increased awareness of FIAP program and its goals	Foundation			Advancement	December 2016	Completed	FIAP Support Fund established and launched in January 2017. FIAP fund was recognised as one of the major donor priorities for the University.
Swin_F	Foundation	Swinburne	Swin_F_05	Financial Capability	• Partners (Suppliers)	Introduction of ATO Tax Help Program. Liaise with the ATO to roll out tax help for low income students.	• Tax Help Program implemented in 2017	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services	Foundation			SSAA	August 2017	Completed	Tax Help Program successfully launched and volunteers recruited and trained
Swin_F	Foundation	Swinburne	Swin_F_06	Economic Security	• Partners (Suppliers)	Develop and implement a Crisis Support Package (liaising with e.g. Eastern Domestic Violence Outreach Service, Centre Against Sexual Assault, emergency accommodation services, Headspace.)	• Crisis package developed and implemented • Partners identified and MOUs signed	• Improved support for financially vulnerable customers, staff, suppliers and wider community • More partnerships and collaboration to support vulnerable groups	Foundation			Swin Counselling; Student Financials; SSAA; Housing & Finance; International Student Life	December 2017	Partially completed	Under the consideration of the formed taskforce
Swin_F	Foundation	Swinburne	Swin_F_07	Economic Security	• Students	Establish a taskforce to scope and proactively seek additional support services for specific vulnerable cohorts of students such as Indigenous, International and other.	• Taskforce established • Report with recommendations for additional services	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Student Counselling; Student Financials; SSAA; Student Housing & Finance; International Student Life	August 2017	Completed	"Taskforce established, currently reviewing existing support services and establishing networks"
Swin_F	Foundation	Swinburne	Swin_F_08	Economic Security	• Students	Review current communication practices about financial obligations for students and provide recommendations for improvement where applicable to ensure students are clear about their financial obligations (fees) and options	• Communication strategy for financial obligations developed and implemented	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in awareness and availability of appropriate financial services	Foundation			Students, Student Financials, Customer Service and Relations	August 2017	Partially completed	Communications team is working on the communication strategy.
Swin_F	Foundation	Swinburne	Swin_F_09	Economic Security	• Students	Increase financial literacy of students by sourcing education materials about personal financial management and identify training opportunities for students.	• Education material available and distributed • Options for training in financial management skills identified	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in awareness and availability of appropriate financial services	Foundation			Student Equity and Accessibility, Housing and Finance, SSAA	March 2017	Partially completed	Some options explored including BlackBullion and local banks, other collaborative projects are under scoping at this time. Also exploring Swinburne online tool, Quitch.
Swin_F	Foundation	Swinburne	Swin_F_10	Products and Services	• Students	Create a ‘demographic profile’ of students who are subject to FIAP. Bring together available data in a single source to enable the identification of students that are currently experiencing financial hardship	• Creation of demographic profile and FIAP data report	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Students Department	December 2016	Completed	Demographic profile identified based on available data from Student Management System, and presented to FIAP Steering Group and respective stakeholders
Swin_F	Foundation	Swinburne	Swin_F_11	Products and Services	• Students	Establish a business process to automate the generation of FIAP data report upon request. To enable early identification and engagement with FIAP subjects	• Dashboard that enables early identification of those most at risk of financial hardship. • Early engagement strategy developed and implemented.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • FIAP partners commit to data collection	Foundation			Students Department	December 2017	Partially completed	The work request has been launched with the Swinburne's Business Analytics team — expected timeline of delivery mid 2018
Swin_F	Foundation	Swinburne	Swin_F_12	Products and Services	• Students	Identify grants, loans and scholarships currently available to students in need and review eligibility criteria and capacity to award	• Report of available financial support and recommendations	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Improved social, community and government support • Improved financial capabilities	Foundation			Student Equity & Accessibility Services	December 2016	Completed	Existing grants, loans and scholarship identified, report produced and presented to stakeholder
Swin_F	Foundation	Swinburne	Swin_F_13	Products and Services	• Students	Design governance framework for FIAP Financial Support package	• Policies and procedures in place	• FIAP partners commit to data collection	Foundation			Student Equity & Accessibility Services	December 2017	Partially completed	The Governance Framework and Terms and Reference document is in consultation now
Swin_F	Foundation	Swinburne	Swin_F_14	Products and Services	• Students	Develop FIAP Financial Support package for students facing financial hardship	• FIAP Financial Support package designed and implemented	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Housing & Finance / Student Equity and Access Ability Services	December 2017	Completed	A range of grants available by application to financially disadvantage students,
Swin_F	Foundation	Swinburne	Swin_F_15	Products and Services	• Students	Introduce Special Low Interest/No interest loans for all Swinburne students	• Implemented Special Low Interest/No interest loans scheme	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved access to appropriate financial products and services	Foundation			Housing & Finance	June 2017	Completed	Low Interest loans available to students
Swin_F	Foundation	Swinburne	Swin_F_16	Products and Services	• Students	Investigate available financial advice services and terms and conditions to introduce financial counselling for students	• Financial Counselling options identified and recommendations provided	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			Housing and Finance, SSAA	August 2017	Completed	Team investigated financial counselling services and their accessibility for students on campus
UNSW_F	Foundation	UNSW	UNSW_F_01	Products and Services	• Students	Develop education materials, training opportunities and online modules to increase the financial literacy of all students with a focus on equity groups.	• Education materials developed, and training opportunities provided through online modules and coaching.	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services	Foundation			Student Life	September, 2018	Partially completed	15 staff members trained as Money Minded Facilitators. The training is funded by ANZ and in NSW, is delivered in partnership with the Benevolent Society. Targeted financial literacy workshops have been piloted across the student life cycle, including: > pre-Access Widening Participation activities; > budgeting workshops run by Student Support and Success and SaversPlus during Orientation Week and Census Week; > budgeting workshop delivered by Student Development International as part of the induction for commencing Australian Award Scholarship students. Collaboration planned with ASIC on the MoneySmart Universities Project to co-create custom content for the UNSW website. Planned internal updates to existing online modules on the Future Students and Current Students websites. From 2020, financial literacy education to be embedded into a restructured model of Student Development Leadership Training.
UNSW_F	Foundation	UNSW	UNSW_F_02	Products and Services	• Students	Increase number of scholarships for disadvantaged students, equity groups and indigenous persons and an exploration to introduce a full scholarships model for selected students.	• Increased number of scholarships awarded on an equity and needs basis.	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			Student Services and Systems	June, 2018	Completed	New suite of Equity and Accomodation scholarships implemented with a commitment for duration of program: > 30 Access Assist scholarships valued at $10,000 per annum; > 120 Vice-Chancellor’s Equity Scholarships valued at $5,000 per annum . > 20 Accommodation Scholarships valued at $21,000 per annum for Indigenous and Equity students. The Co-NNECTIONS Project piloted industry scholarships coupled with professional development opportunities for Equity cohorts (including low-SES, financial hardship, Indigenous, disability, single parent, non-English speaking and regional/remote). Students in the pilot participated in: > an 8 week paid professional internship with an industry partner (beginning at $7,500); > professional development workshops and site visits; > leadership camp; and > mentoring from a Co-Op Industry Scholarship alumnus. A full scholarship model for selected Equity Students (including increased supports for students from refugee backgrounds) currently being explored by the Scholarships Steering Committee and the Equity, Diversity and Inclusion Board.
UNSW_F	Foundation	UNSW	UNSW_F_03	Products and Services	• Students	Increase the awareness of, and make improvements to the current no interest loans and grants scheme including availability to international students and form partnerships with external organisations.	• Greater awareness and improved process of no interest loans and grant schemes including a wider variety of reasons students can apply and an exploration of external partnerships that could benefit students in this context.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Student Life	June, 2018	Completed	More inclusive no interest loans policy adopted and published. Non-repayable emergency grants scheme established and funded via partnership between Scholarships and Student Support and Success. More robust referrals to external providers during individual student consultations.
UNSW_F	Foundation	UNSW	UNSW_F_04	Products and Services	• Students	Financial counselling and support made available at UNSW internally and through partnerships with external organisations	• Introduction of financial counselling and/or coaching made available for students.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • More partnerships and collaboration to support vulnerable groups	Foundation			Student Life	July, 2018	Partially completed	Initial scoping undertaken with FIAP Community of Practice to explore potential partnership opportunities. Referral information made available online and via Student Support and Success. Staff members who facilitate the no-interest loans scheme and administer the non-repayable emergency grants have been trained as MoneyMinded facilitators, and report feeling more confident in their capacity to support students experiencing financial hardship. Internal resourcing within restructured Student Support and Success team currently under consideration for 2019/2020.
UNSW_F	Foundation	UNSW	UNSW_F_05	Financial Capability	• Students	Increase the visibility and awareness of support services currently available to students. This will include campaigns to educate the students of the services that can assist with financial support.	• Awareness campaigns of support services increased.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			Student Life	June, 2018	Partially completed	The Nucleus: Student Hub opened in December 2018 and launched in January 2019. The centre-piece of the restructure of UNSW Student Support and Services, the physical hub and the accompanying digital hub are now the first points of contact for student information, advice, forms and more effective referrals to other support services. Digital awareness campaigns run during peak periods of student stress, including: > Anti-Poverty Week > Census Week > StressLess Week Physical campus presence designed to increase visibility and student awareness of support services: > Student Support and Success presence during Orientation week, Co-Curricular Fest and StressLess Week; > Targeted skills development workshops run during Census Week. Presentation to Academic Advisors Network, to increase staff knowledge and awareness of support services. With the engagement of a new communications team at the Nucleus: Student Hub and a new Health Promotions team tasked with student wellbeing and early intervention, UNSW Student Services and Support remain committed to increasing the visibility and awareness of support services available to students.
UNSW_F	Foundation	UNSW	UNSW_F_06	Financial Capability	• Students	Education and awareness campaigns with online information for students about their legal rights in the context of employment and private housing.	• Education and awareness campaigns implemented and made available for all students	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Student Life	December, 2018	Partially completed	Tenancy drop-in service facilitated by Student Development International in collaboration with Kensington Legal Centre. Accommodation & tenancy workshop delivered by Student Development International as part of the induction for commencing Australian Award Scholarship students. Fair Work Ombudsman workshop facilitated by Careers and Employment during Orientation Week. Employment rights workshop facilitated by Careers and Employment included in professional development program for international students. UNSW Law to lead a study, in partnership with UTS Law, and funded through Study NSW, researching the exploitation of international students in accommodation and at work. Part of a sector wide response, this project will facilitate collaboration between the International Education Association of Australia, Universities Australia and the Commonwealth Fair Work Ombudsman.
UNSW_F	Foundation	UNSW	UNSW_F_07	Financial Capability	• Students	Review welcome initiatives for all students to ensure they include training that covers private rentals, costs of study and living, employment rights and other relevant information. Where applicable this will include information for international students moving to Australia and an extension on current social inclusion activities.	• Welcome initiatives extended, and training materials developed and made available for all students.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in awareness and availability of appropriate financial services • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Student Life	December, 2018	Not commenced	In 2017/2018, UNSW embarked on a process of workplace change across UNSW Student Support and Services. A review of orientation and broader welcome initiatives will begin following the restructure, and will include: > increased collaboration across Student Life and Communities; > digital uplift; > upgrade of online modules; and > improved transitional supports for international students, including native language translations and pre-arrival information campaigns.
UNSW_F	Foundation	UNSW	UNSW_F_08	Financial Capability	• Students	Introduction of health and wellbeing initiatives that includes public health messages, encourages help seeking behaviour and preventive measures for mental health, addiction and gambling related issues.	• Health and Wellbeing Initiatives implemented including public health campaigns.	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Student Life	June, 2018	Partially completed	Campus wide Mental Health and Wellbeing Action Plan developed, commiting to: > empowering students to own their mental health outcomes and champion positive mental health amongst their peers; > proactively identifying and supporting at risk students; and > effectively responding to students at risk and students in need of timely support. Health Promotions Unit established and tasked with student health and welbeing initiatives including: > subsidising wellbeing programs for vulnerable students (including the Learn to Swim program for International students); and > StudentMinds@UNSW, which is a student led volunteer program aimed to raise awareness, cultivate knowledge and develop skills that contribute to student success and wellbeing. The program normalises discussions of mental wellness (including financial resilience), seeks to reduce stigma surrounding mental health and encourages help seeking behaviour. StudentMinds@UNSW volunteers present at on campus engagement events, including Orientation, RUOK Day and StressLess Week. Increased collaboration between Student Health and Wellbeing, UNSW Global, Student Support and Success and Arc - Wellness.
UNSW_F	Foundation	UNSW	UNSW_F_09	Financial Capability	• Students	Increase awareness and extend on student led initiatives that impact on financial wellbeing such as subsidised healthy breakfasts, fun finance and ATO help.	• Increased support and further awareness campaigns for student led activities in the context of financial inclusion.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			Student Life & ARC Student Association	May, 2018	Completed	Free healthy breakfasts and $5 feeds run by Arc - Welfare Collective. Arc's FunFinance resource developed by students, for students, providing information about budgeting, balancing cost of living pressures, debt management and legal rights. Tax Help @ Arc sees student volunteers trained and accredited by the Australian Tax Office. Student volunteers provide a free and confidential service for low income students and assist with simple tax returns. Tax information also included in Arc's "How to Adult" workshop series and online help guides.
UNSW_F	Foundation	UNSW	UNSW_F_10	Financial Capability	• Students	Student led awareness campaigns of university and student services including a FIAP launch expo, social media campaigns, and campus presence with a focus on targeting those at risk of financial hardship or exclusion.	• Social media campaigns and student led FIAP launch expo. That increases students’ capabilities in the context of financial support and literacy.	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			Student Life & ARC Student Association	May, 2018	Completed	Increased collaboration between UNSW Student Life and Communities and Arc - Welfare Collective. Financial inclusion information and details about available on and off campus support services distributed during StressLess Week (a student led initiative). Arc led social media campaigns, promoting: > StressLess week; > free healthy breakfasts; and > $5 feeds. Expansion of the First Year Experience Live Chat - a peer to peer project, which involves: > recruiting and training equity students as interns with UNSW Student Development; > increasing the confidence and capacity of student interns through training and professional development; and > connecting equity student interns with commencing students; > providing commencing students them with information and referrals in real time, including detail around fees, study expenses and crisis support. Campus presence, staffed by student volunteers at: > Orientation Week; and > Student Life and Communities Co-Curricular Fest.
UNSW_F	Foundation	UNSW	UNSW_F_11	Financial Capability	• Students	Increased support for students with a disability by providing help to navigate the National Disabilities Insurance Scheme.	• Students are better supported and equipped to navigate the National Disabilities Insurance Scheme	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved social, community and government support • Increased economic resources	Foundation			Student Life	June, 2018	Completed	Disability Inclusion Action Plan launched in 2018 with embedded commitments to better equip and support students to navigate the NDIS and NDIA. Disability Services Website updated to include information on NDIS Oct 2018.
UNSW_F	Foundation	UNSW	UNSW_F_12	Understanding of Financial Vulnerability	• Students	Develop a strategy to increase the availability of subsidised residencies on campus for financially disadvantaged students and those in need of emergency accommodation and further understand and respond to students housing needs.	• Strategy developed to increase accommodation on campus for equity groups and those in crisis as well as a review to better understand unique housing needs of students.	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities • Improved social, community and government support • Collective actions become industry norms	Foundation			Student Life	December, 2018	Completed	Student Support and Success have initiated a referral process between on-campus providers to enable more effective and timely outcomes for students in need of crisis accommodation or subsidised accomodation assessed on a needs basis. 20 Accommodation Scholarships valued at $21,000 pa made available for duration of program made available for Indigenous and Equity students. Student Life and Communities plan to re-establish a cross divisional Accomodation Working Group to better address the unique housing needs of various student cohorts. In the interim, Equity and Crisis Accommodation established as a standing agenda item for existing Equity, Diversity & Inclusion/Heads of Colleges meetings.
UNSW_F	Foundation	UNSW	UNSW_F_13	Understanding of Financial Vulnerability	• Staff	Catalogue and review student services that can assist with financial literacy and inclusion across the University. This will include a benchmark, audit, and gap analysis of all current initiatives.	• A review and catalogue of all services that can assist students including recommendations and initiatives to educate staff and students	• Increase in awareness and availability of appropriate financial services	Foundation			Student Life	December, 2018	Not commenced	In 2017/2018, UNSW embarked on a process of workplace change across UNSW Student Support and Services. A detailed catalogue, benchmark, audit, gap analysis and review of all student support services, including financial literacy, inclusion and hardship support, will fall within the remit of the newly formed Student Support and Success Team. This review is scheduled to begin in late 2019.
UNSW_F	Foundation	UNSW	UNSW_F_14	Understanding of Financial Vulnerability	• Students	Identify all grants, loans and scholarships currently available to students in need and review eligibility criteria and capacity to award with an emphasis on equity groups.	• Identification and subsequently review internal and external products currently available and criteria for eligibility with focus on enabling an increase for equity students to access the initiatives.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in awareness and availability of appropriate financial services	Foundation			Student Life & Student Services and Systems	June, 2018	Completed	Detailed review of the Scholarships portfolio and associated supports undertaken, including benchmarking against other universities, resulting in implementation of a new suite of Equity and Accomodation scholarships with a commitment for duration of program: > 30 Access Assist scholarships valued at $10,000 per annum; > 120 Vice-Chancellor’s Equity Scholarships valued at $5,000 per annum; > 20 Accommodation Scholarships valued at $21,000 per annum for Indigenous and Equity students. Scholarship Steering Committee and the Equity, Diversity and Inclusion Board are currently exploring a full scholarship model for selected Equity Students (including increased supports for students from refugee backgrounds). More inclusive no interest loans policy adopted and published. Non-repayable emergency grants scheme established and funded via partnership between Scholarships and Student Support and Success. More robust referrals to external providers during individual student consultations.
UNSW_F	Foundation	UNSW	UNSW_F_15	Understanding of Financial Vulnerability	• Staff	Review of current communication practices about financial obligations and key dates for students and provide recommendations for improvement while ensuring sensitivity to those who may be experiencing financial stress	• Current processes reviewed, and recommendations made.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Student Life & Student Services and Systems	December, 2018	Partially completed	Student Information and Communications team appointed to the Nucleus: Student Hub, and tasked with a review of student communication practices more broadly. Increased collaboration between stakeholders across UNSW Student Services and Systems and UNSW Student Life and Communities. Improved training and development for staff, including specialised support training for frontline Client Service Officers. Information sharing and streamlined referrals and between Student Financial and Student Support and Success, to ensure support and a timely response for students at risk of, or experiencing, financial stress and hardship.
UNSW_F	Foundation	UNSW	UNSW_F_16	Economic Security	• Students	Identify and develop Additional support for students from Low Socio-economic backgrounds and other equity groups during their first year of university to prevent dropout and the perpetuation of debt and financial exclusion.	• Increased initiatives targeted at disadvantaged student groups and improved marketing to ensure the respective cohorts are aware of the opportunities	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Student Life	December, 2018	Partially completed	Equity, Diversity and Inclusion Board established and committed to transition, support and retention strategies for equity cohorts. Financial supports for equity students established as a standing agenda for Scholarships Steering Committee. MoneyMinded Financial Literacy Workshops targeted and promoted to all commencing equity students. In collaboration with the School of Law, Student Support and Success designed and piloted an Equity Student Textbook Scheme. Eligible equity students received a grant for books and study materials to the value of $500. In addition to the scheme, discretionary bookshop funds made available for any student experiencing hardship. Co-NNECTIONS pilot offered industry scholarships (starting at $7,500) to Indigenous students in their first year. UNSW has committed to increase the participation rates of students from low-SES backgrounds by 2025. Financial inclusion is a centrepiece of this agenda, and will continue to form a central pillar of UNSW's retention strategy.
UNSW_F	Foundation	UNSW	UNSW_F_17	Economic Security	• Students	Develop a strategy to Improve the University’s understanding of student’s subject to financial exclusion and stress by utilising data to identify students who may be risk of financial hardship and subsequently implement preventative measures.	• Strategy and processes explored that can enable early identification of students at risk of course failure and financial hardship.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Student Life	December, 2018	Partially completed	Data Reporting and Analytics Team formed as part of UNSW Student Services and Systems and tasked with creating a shared cross-institutional, accessible dashboard of student data and reports to enable early identification of students at risk. This platform will collate indicators including late payment of fees, course attendance records and other indicators. Student Systems and Projects team established and tasked with the planned expansion and integration of CRM into Student Support systems.
UNSW_F	Foundation	UNSW	UNSW_F_18	Economic Security	• Students	Identify and catalogue internal and external support services available to form a Crisis Support Package which will connect students in financial hardship to emergency accommodation, counselling, loans and special considerations.	• Readily available resource list and streamlined process when students are subject to financial hardship are seeking support.	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Student Life	June, 2018	Partially completed	Existing extensive ARC Help online resource updated with internal and external financial hardship supports (including UNSW Student Support and Success, the National Debt Hotline and the Salvation Army MoneyCare Program). Critical Incident Response / Student At Risk Working Group established to streamline response and referal pathwaths. Dedicated team of Client Service Officers established within newly launched Nucleus: Student Hub with specialist knowledge of students supports, services and referral options. Summary Crisis Support Package to be developed and embedded in newly launched Nucleus: Digital Hub - a dedicated self-service website for student queries about University processes and supports. The resource will be distributed to specialist Hub team and key student facing referal points. Student Life and Communities exploring a dedicated staff helpline to support navigation of available supports, services and referals.
10TG_F	Foundation	10 Thousand Girl	10TG_F_01	Understanding of Financial Vulnerability	• Customers	Review the material/program to ensure that is it accessible across: • Age • Income • Gender • Cultural background	• Program material.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			10TG	Ongoing	Completed	An online 6 Step Money & Mindset program was developed, launched in December 2018
10TG_F	Foundation	10 Thousand Girl	10TG_F_02	Understanding of Financial Vulnerability	• Customers	Ensure that the online program includes features that make it accessible to support people with a disability.	• Program material that is accessible to users with a disability.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			10TG	Dec 2018	Completed	Employee workshops are being regularly delivered, with pipeline of events scheduled out 2-4 months in advnce
10TG_F	Foundation	10 Thousand Girl	10TG_F_03	Financial Capability	• Customers	Ensure the program is fun, there’s continued engagement with the tool and individuals experience a mindset shift toward thinking about their money in a positive way.	• Regular touch points and accountability to push behavior change.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			10TG	Ongoing	Completed	Educational resources such as 6 Step Program are available 24/7, additional resources (eg. free 1-1 coaching sessions available in Jan-March 2019) are being constantly developed in response to member surveys and feedback. For every new Verve member, a donation toward a micrloan is made via Good Return
10TG_F	Foundation	10 Thousand Girl	10TG_F_04	Financial Capability	• Customers	Ensuring that monitoring and reporting captures behavioural change on a long-term basis.	• Program outcome metrics.	• FIAP partners commit to data collection • Effective data collection	Foundation			10TG	Ongoing	Completed	Constantly working on community building and engagement eg. have member FB group with weekly live coaching sessions
10TG_F	Foundation	10 Thousand Girl	10TG_F_05	Financial Capability	• Customers	Make behavioural change a key input into the program design. Incorporate program evaluation and evidence based research around behaviour change into ongoing program design and development.	• Continual program improvement.	• Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals	Foundation			10TG	Ongoing	Completed	Starting to collect and build a collection of member money stories to cature and leasure change and inspire other women
10TG_F	Foundation	10 Thousand Girl	10TG_F_06	Economic Security	• Community • Customers	Work with community partners, including FIAP members, to identify women in need that would benefit from completing the program.	• Scholarships for women in hardship.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased intra- and inter- sector engagement and collaboration	Foundation			10TG	July 2018	Not commenced	Planning a digital experience 2020 which will track behaviourla change
10TG_F	Foundation	10 Thousand Girl	10TG_F_07	Economic Security	• Community	Work with organisations that have large numbers of employees that are financially vulnerable such as women, carers, health care workers, shift workers etc. i.e the people that would benefit most from their employers paying for them to complete the program.	• Marketing Campaign encouraging organisations with financially vulnerable employee groups to run effective financial wellbeing training.	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration	Foundation			10TG	June 2018	Completed	All 10thousandgirl programs were reviewed and revised in Verve rebrand over Jul-Nov 2018. As content is built out, age, cultural backgrounds etc are being taken into account.
10TG_F	Foundation	10 Thousand Girl	10TG_F_08	Products and Services	• Customers	Develop an accessible, scalable and affordable online solution to expand the reach of our financial literacy education.	• Online program.	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			10TG	Dec 2018	Completed	Actively working on this eg. new software to put subtitles on webinars etc
10TG_F	Foundation	10 Thousand Girl	10TG_F_09	Products and Services	• Community • Customers	Develop and deliver employee financial wellbeing programs, assisting employers to improve the financial wellbeing of their staff. Initial focus on assisting FIAP members to deliver their action plan to staff, customers and community.	• Engagement materials for corporate partners to support employee financial wellbeing program rollout.	• Increase in targeted and scalable resources to build financial capabilities • Increased intra- and inter- sector engagement and collaboration	Foundation			10TG	Ongoing	Not commenced
10TG_F	Foundation	10 Thousand Girl	10TG_F_10	Products and Services	• Customers	Develop tools and resources based on needs identified. Incorporate an element of giving (scholarships).	• New tools to improve money management and mindset.	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased financial capability of individuals • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. )	Foundation			10TG	Ongoing	Partially completed	Workshop completed eg. Marathon Heath. In the pipeline eg. WA Health, Montessori Children's House...
AngSA_F	Foundation	Anglicare SA	AngSA_F_01	Financial Capability		Provide a customer-first process for Financial Counselling customers 1. Establish a single-entry point for customers accessing financial services	• New processes to support single entry and streamlined responses for Community financial services customers	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Community Services	Jul-05	Not commenced	This policy review process has not commenced.
AngSA_F	Foundation	Anglicare SA	AngSA_F_02	Financial Capability		Increase financial competency and literacy across target services and staff 1. Deliver Money Minded training to staff and services with high exposure to financial stress (This initiative is delivered in support of the National Financial Literacy Strategy 2014–17, led and coordinated by the Australian Securities and Investments Commission.)	• Deliver Money Minded training to priority services across housing, homelessness and disability	• Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals	Foundation			Community Services	Jul-05	Completed	AnglicareSA has a central phone and email intake service for clients. It was identified that some of our most vulnerable clients may not be comfortable using these services and would prefer a face to face point of contact. To meet this need, the service offers multiple drop in outreach locatons as well as supports a worker to be available at the Elizabeth Mission Food Barn each day. The Food Barn provides Adelaide metro northern community members a free lunch on week days. This initative has engaged Aboriginal clients in accessing Financial Services. All AnglicareSA staff complete 2 day training in Developing Respectful Service Responses in Working with Aboriginal People. Community Financial Services hold an annual stall at a community NAIDOC event held in partnership with Tauondi Aboriginal College.
AngSA_F	Foundation	Anglicare SA	AngSA_F_03	Financial Capability		Improved early intervention and visibility of financial support services 1. Extend services to include self-start tools and support people in their waiting periods	• Strategy to promote Money Smart App, promote AnglicareSA on Affordable SA app etc.	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Community Services	Jul-05	Completed	Charging stations installed at 4 locations across metropolitan Adelaide in December 2017. Public Kiosk is in scope of new facility builds and acquisitions.
AngSA_F	Foundation	Anglicare SA	AngSA_F_04	Financial Capability		Standardise our ethical procurement process. Procurement targets with local and Indigenous businesses	• Embed local and indigenous procurement business targets into organizational policies	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			Finance and Procurement	Jul-05	Partially completed	New RBA tools implemented across the service from July 2017. Impact survey snapshot - data collected for period July to September 2017 - data is now being collated and scheduled to be analysed early 2018.
AngSA_F	Foundation	Anglicare SA	AngSA_F_05	Financial Capability	• Community	Increase awareness of financial inclusion as a social justice issue in South Australia	• Publish and promote FIAP via media and advocacy campaign	• Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration • Emulation of FIAP actions by others • Advocacy for policy and regulatory change	Foundation			Strategy and Marketing	Jul-05	Completed	A single entry point supported by a centralised phone number and email address has streamlined access for community financial service customers. All customers receive a consistent initial assessment. This assessment ensures customers are booked into the earliest available appointment at a location convenient for them. Ensuring access to the most appropriate finanical service.
AngSA_F	Foundation	Anglicare SA	AngSA_F_06	Financial Capability	• Community	Enhance FIAP partnerships and awareness to promote financial inclusion across South Australia.	• Leverage networks (ie. SACOSS and FADVAN) to promote FIAP and financial inclusion in SA.	• Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration • Emulation of FIAP actions by others • Advocacy for policy and regulatory change	Foundation			Community Services	Jul-05	Completed	Money Minded has been delivered to staff from Emergency Relief, Community Financial Services, Tenancy Services, Homelessness and Foster Care programs within AnglicareSA in 2017. Further training is scheduled for internal and external stakeholders in 2018.
AngSA_F	Foundation	Anglicare SA	AngSA_F_07	Financial Capability	• Customers	Improve access of financial services for CALD and Aboriginal clients. 1. Conduct interpreter training for financial counselling staff	• Interpreter training conducted with 100% of all financial counselling staff	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Community Services	Jul-05	Partially completed	Intake staff and financial counsellors are promoting the Money Smart app and website to clients. Affordable SA app requires updated material on services AnglicareSA offers.
AngSA_F	Foundation	Anglicare SA	AngSA_F_08	Financial Capability	• Customers	Improve access of financial services for CALD and Aboriginal clients. 1. Partner with Aboriginal and CALD organisations to promote AnglicareSA services.	• Communication plan for developing partnerships with Aboriginal and CALD agencies to raise awareness of our financial services	• Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services	Foundation			Community Services	Jul-05	Not commenced	Existing Procurement Policy will be reviewed in 2018.
AngSA_F	Foundation	Anglicare SA	AngSA_F_09	Economic Security	• Staff	Review Workplace policies to ensure they are financially inclusive and empowering for all staff, particularly those who are at risk of vulnerability	• Benchmarked family friendly and financially inclusive HR policies,including Family Support Leave, Payroll Flexibility, Super on maternity leave etc	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Increase in policies, processes and actions to address economic inequalities	Foundation			People and Culture	Jul-05	Partially completed	Partnership and promotion strategy to be finalised and implemented in 2018.
AngSA_F	Foundation	Anglicare SA	AngSA_F_10	Economic Security	• Staff	Promote internal access to Financial Counselling supports 1. Promote financial counselling as an Employee Assistance Program (EAP) option via preferred supplier(Acacia)	• Monitor financial counselling uptake through EAP providers to ensure uptake is in line with industry benchmarks.	• Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services	Foundation			People and Culture	Jul-05	Partially completed	Partnership and promotion strategy to be finalised and implemented in 2018.
AngSA_F	Foundation	Anglicare SA	AngSA_F_11	Economic Security	• Community	Participate in economic transition supports in Northern Adelaide (Holden closure). 1. Participate in and provoke thoughtful responses from Government and the local community	• Extend community response to include financial counselling supports for workers affected by Holden closure.	• Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services	Foundation			Community Services	Jul-05	Partially completed	Short training to portfolio staff regarding CALD cultural awareness completed. Full day CALD training to be delivered in 2018. Working with Interpreters training to be delivered in 2018. Intake staff collecting statistics of number of CALD and Aboriginal clients engaging with the service.
AngSA_F	Foundation	Anglicare SA	AngSA_F_12	Products and Services	• Customers	Improve hardship responses for AnglicareSA customers 1. Review our Hardship and Bad Debt policies across AnglicareSA’s fee based services	• Streamlined organisational policy for people experiencing hardship	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Risk and Quality	Jul-05	Partially completed	Partnering Agreement in place with Aboriginal Family Support Services. New relationship in establishment phase with AMES Australia as the new provider of Settlement Services in South Australia. Communication plan to be finalised in 2018.
AngSA_F	Foundation	Anglicare SA	AngSA_F_13	Products and Services	• Customers	Improve service access for Aboriginal customers across AnglicareSA's community financial services. 1. Embed service targets across financial inclusion services	• Strategies to increase service access and uptake by Aboriginal customers.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Community Services	Jul-05	Partially completed	AnglicareSA has family support leave in place which is flexible and confidential. Issues with Payroll overpayments are discussed and flexible payment options are offered. Super is paid on all applicable leave, including paid Maternity Leave. Staff are able to 'cash out' their available leave if required and case by case assessment is undertaken for requests outside of policy. AnglicareSA asks staff to complete a staff survey periodically and uses these results to inform changes in practise to improve overall wellbeing and satisfaction. The 2017 survey has been completed and results are being released to Senior Management in late 2017 with further evaluation of results in 2018.
AngSA_F	Foundation	Anglicare SA	AngSA_F_14	Products and Services	• Customers	Improve access to technology for people with barriers to mainstream service access. 1. Explore installing charging station/s and public kiosk/s in 'community hub' offices	• Barrier-free access to technology.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Community Services	Jul-05	Completed	Employe Assistance Program (EAP) is offered for all staff and volunteer concerns or issues. EAP reports provided unfortunately do not provide us with the numbers of staff attending specific services via EAP such as financial counselling.
AngSA_F	Foundation	Anglicare SA	AngSA_F_15	Products and Services	• Customers	Improve evaluation and quality of financial services 1. Implement RBA based evaluation framework across community financial services.	• Improved measurement and outcomes tools across Community Financial Services.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • FIAP partners commit to data collection	Foundation			Community Services	Jul-05	Completed	AnglicareSA has experienced a slight increase in numbers of community members accessing financial counselling services who are directly or indirectly affected by the Holden closure. It is expected these numbers will increase further in 2018. GMH Holden have undertaken a gold star HR transition process, with reportedly up to 80% of retrenched staff obtaining employment within 12 months. AnglicareSA has participated on the Automotive Executive Group and the Beyond Auto Service Providers Group. These forums have connected GMH Holden, the Auto Supply chain businesses with community organisations enabling exchange of information and initiation of activity such as Job Fairs and Expo's.
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_01	Understanding of Financial Vulnerability	• Customers • Staff	Review appropriateness of microfinance products and collateral for CALD / ATSI customers, staff and volunteers	• Review of all brochures / posters	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in awareness and availability of appropriate financial services	Foundation			Service Development Manager; Microfinance personnel	October 2017	Completed	Customer Engagment Centre CEC) has streamlined processes that facilitate better response to customer enquiries; increased loan volume in last 6 months;
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_02	Understanding of Financial Vulnerability	• Customers • Staff	Increased collaboration with other key stakeholders to identify appropriate pathways of support for customers	• Meetings with key agencies (government agencies, NGO’s) to identify pathways and measure effectiveness of pathways	• Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups	Foundation			Service Development Manager; Community Centre Managers	Ongoing annual review	Completed	Marketing collateral developed for community events
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_03	Understanding of Financial Vulnerability	• Customers • Staff	Develop and review financial skills for staff engaging in emergency relief delivery to increase effectiveness in working with ATSI / CALD customers	• Training for front line staff that builds competencies	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities	Foundation			Service Development Manager; Community Centre Managers	Ongoing annual review	Partially completed	The BaptistCare FIAP working group has identified, written draft P&P's and is working towards an added specialist financial program for women escaping domestic violence.
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_04	Financial Capability	• Customers • Staff	Establish a FIAP working group and monitor ongoing implementation of the FIAP actions to ensure actions are effective in enabling vulnerable customers, staff & volunteers	• Quarterly meetings of representatives of organisation including customers	• Increased awareness of FIAP program and its goals	Foundation			Service Development Manager	On going (Annual Review)	Partially completed	Expansion of wifi to additional sites under consideration.
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_05	Financial Capability	• Customers • Staff	Identify and review relevant organisational policies and procedures ,through consultation, to ensure that BaptistCare activities are supporting those who may be at risk of financial exclusion	• Review of P&Ps • P&P amended as recommended in review	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Service Development Manager	December 2018 (plus Annual Review)	Completed	Expansion into new areas linked to our community centres
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_06	Financial Capability	• Staff	Implement and review staff training that improves the capacity, attitude & behaviours of staff (incl cultural awareness) to support those who are financially excluded and vulnerable groups	• Training for staff that builds awareness of key referral pathways [govt (centrelink) products, specialist support (e.g . financial counsellors) and strengthens budgeting conversations	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Service Development Manager; Community Centre Managers	On going (Annual Review)	Completed	Gambling counselling sttaff referencing NILS, StepUP and Essentials products in customer conversations.
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_07	Financial Capability	• Customers	Recruitment and support of key customers from our community centres as advocates for their vulnerable colleagues / customers	• Appointment of at least 1 peer mentor per community centre site	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Service Development Manager; Community Centre Managers	On going (Annual Review)	Completed	Positive relationships forged with FIAP trail blazers especially through working group collaboration
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_08	Economic Security	• Staff	Increase awareness of status of women (e.g. single mothers, over 55, people approaching retirement) in Community Services Division to identify possible future actions	• Review of current status of staff in Community Services Division	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Service Development Manager; HR; Payroll	December 2017	Completed	Constructive meetings bringing focussed opportunites for our customers living on the margins.
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_09	Economic Security	• Staff	Gather data on Community Services female staff regarding proportion who have salary packaging, increased super contributions, received scholarships, pay gaps especially those working part time ultimately leading to appropriate action that encourage gender equality	• Review current P&P’s • Liaison with HR • Liaison with Payroll	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Service Development Manager; HR; Payroll	December 2017	Completed	Clear practical financially empowering programs communicxtaed to all personnel
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_10	Economic Security	• Staff	Review staff and volunteer induction processes to ensure it includes financial inclusion options to make staff who may be financially excluded aware of available support	• Staff and volunteers induction manual reviewed and updated	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services	Foundation			Service Development Manager	Ongoing annual review	Completed	Multiple training opportunites held for our staff and volunteers
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_11	Economic Security	• Customers	Offer transition to stable housing for women and children impacted by DV	• Case management facilitates financial stability and competencies	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Service Development Manager; Case workers	Ongoing annual review	Partially completed	A high comitment maintained by site managers to this activity constarined by complexity of customer demands
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_12	Economic Security	• Customers • Staff	Maintain White Ribbon Workplace Accreditation for Community Services sites and Head Office and expand accreditation to remainder of organisation, in order to increase awareness of financial abuse and improve access to financial services for vulnerable cohorts	• Accreditation application for aged care operations submitted to White Ribbon Workplace Accreditation Program	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			General Manager Community Services; Service Development Manager; Senior Leadership Group	December 2017 (aged care accreditation submission). Ongoing training	Completed	Previous marketing collateral was reviewed and will be replaced by materials from GSM
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_13	Products and Services	• Customers • Staff	Improve access to financial products for people on low incomes by increasing awareness and improving processes.	• Review of Internal communications;Review and development of brochures & forms	• Increase in awareness and availability of appropriate financial services	Foundation			Service Development Manager; Marketing and Communications	June 2017	Completed	Cross sector collabaoration yields greater clarity on referral pathways.
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_14	Products and Services	• Customers	Review and develop, as needed, consistent materials for events at community centres that provide effective education regarding financial well-being, with a special focus on people living on low incomes	• Review and development of marketing materials • Agreed timetable of events with marketing collateral available	• Increase in targeted and scalable resources to build financial capabilities	Foundation			Community Services Leadership Team; Marketing and Communications	August 2017	Partially completed	A high comitment maintained by site managers to this activity constarined by complexity of customer demands
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_15	Products and Services	• Customers	Increase awareness of financial services for women escaping domestic violence (DV) living in our accommodation facilities	• Review and report on materials assisting women escaping domestic violence • Development of materials as identified in report	• Increase in awareness and availability of appropriate financial services	Foundation			Service Development Manager; Housing & Retirement Living Division	July 2017	Completed	Report from HESTA for whole org highlighting trends
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_16	Products and Services	• Customers	Develop and implement processes to assist customers at community centre locations to increase their financial capabilities through digital technology	• Increase in customers accessing financial status/information via personal devices	• Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals	Foundation			Community Services Leadership Team; Community Centre Managers; Service Development Manager	On going (annual review)	Completed	Organisational high commitment to equity across all divisons maintained
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_17	Products and Services	• Customers	Broaden the range of microfinance products available across NSW & ACT through promotion via our facilities, website and internal communication channels	• NILS & StepUP marketing material available to promote products and respond to enquiries from staff, volunteers and customers	• Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services • Increase in people able to meet current financial obligations	Foundation			Service Development Manager; Marketing and Communications	On going (annual review)	Completed	A variety of communication tools have been used to communicate financial options to staff and volunteers
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_18	Products and Services	• Customers	Develop and promote materials for our gambling counselling customers to increase financial capabilities	• Brochures / posters displayed • Staff trained in breadth of service options	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Service Development Manager; HopeStreet Gambling Counselling Services	December 2017	Completed	Case workers embedding financial conversations with women impacted by doemstic violence. Strong commitment by BaptistCare to stable housing continues with projected growth to occur.
BapNSW_F	Foundation	BaptistCare NSW	BapNSW_F_19	Products and Services	• Staff	Collaborate with FIAP trailblazers to identify early indicators for financial exclusion and test early intervention strategies	• Quarterly meetings with Trail blazers to review actions and build collective expertise	• Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups	Foundation			Service Development Manager	On going (Annual Review)	Completed	Status of accreditation confirmed by White Ribbon plus development of educative domestic violence collateral for staff, volunteers and the broader community developed and distributed.
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_01	Products and Services	• Customers • Community	Expand programs that offer safe and affordable credit to more people on low incomes.	• Expanded programs reaching more people on low incomes.	• Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services • Increase in people able to meet current financial obligations	Foundation			•Operations	•Dec 2018	Partially completed	We are on target to reach 30,000 loans in FY18-19, through a combination of actions: - Brought on 11 additional network providers & sites since Jan 2019 - System enhancement to allow providers to be able to process applications more efficiently and manage their loan book more effectively (automation of reporting, bulk upload of loan payments, more visibility of loan information across the network, automation of client communications) - Realigning of funding to support higher loan volumes Reviewing and enhancing policies to meet changing demand of our clients
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_02	Products and Services	• Customers	Provide programs which support the needs of people who have experienced barriers to starting their own business.	• Increased provision of micro-enterprise programs (LaunchMe)	• Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services • Increase in people able to meet current financial obligations	Foundation			•Innovation and Marketing	•Dec 2018 / Ongoing	Completed	We have reached 155 participants in FY18/19, through our participant recruitment campaigns across four LaunchME sites in Victoria and South Australia.
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_03	Products and Services	• Customers • Community	Increase access to better alternatives for small cash online loans for people with limited options.	• Increased awareness and uptake of our new loan program – Speckle	• Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration	Foundation			•OperationsCEO	•Dec 2018	Completed	Speckle has been launched and supported by a widespread awareness, media and advertising campaign. 44,595 applications have commenced, with $428,000 in fee savings for successful applicants.
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_04	Products and Services	• Customers	Expand Good Shepherd Microfinance’s physical footprint in current and new states to people who need access to safe and affordable programs.	• Target of 40 net new locations in 2018 • Growth in the number of Good Money and microfinance network locations.	• Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services • Increase in people able to meet current financial obligations	Foundation			•Operations	•Dec 2018	Completed	We’ve 11 additional network providers & sites since Jan 2019, with another five currently in the process of becoming network members. Individual providers make decisions as to “sites” providing NILS loans so evidence of specific number of locations is unavailable at present.
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_05	Financial Capability	• Customers • Community	Explore current and potential opportunities to develop positive financial behaviours through the delivery of Good Shepherd Microfinance programs, both face-to-face and digital delivery channels.	• s Learnings shared internally and with other FIAP organisations. • Documented review of Good Shepherd Microfinance programs and influence to identify opportunities to include behaviourally-informed financial capability supports.	• Increase in targeted and scalable resources to build financial capabilities	Foundation			Advisory	•Sep 2018	Completed	Designed and completed the “Conversations to Capability” and “Building Connections for Enterprising Women” research. Conducted Reviews of programs including NILS, LaunchME, Good Money and FIAP. Learnings have been shared within our programs, service provider networks, academic publications, presentations and published via LinkedIn and FIAP network.
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_06	Financial Capability	• Staff	Promote the use of employee benefits such as Employee Assistance Program for financial wellbeing, mortgage check, and salary sacrificing.	• Employees access support packages available related to financial wellbeing and capability.	• Increase in awareness and availability of appropriate financial services	Foundation			People and Culture	•Dec 2018	Completed	We offer a holistic EAP program that includes Financial Assistance. We have over 90% uptake of Salary packaging which offers increased take home pay through tax savings. Our salary Packaging provider offers a Mortgage Check service. All these offerings are promoted with team members regularly and are especially highlighted during GSM Orientation.
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_07	Financial Capability	• Staff	Undertake a financial wellbeing survey of Good Shepherd Microfinance employees and volunteers.	• Survey of financial wellbeing of Good Shepherd Microfinance employees and volunteers.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Advisory	•Dec 2018	No longer planned	Recent organisational changes have resulted in postponement of this action
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_08	Understanding of Financial Vulnerability	• Staff	Support our people to participate in cultural awareness training to ensure our programs support the cultural needs of clients.	• Increased participation in cultural awareness programs and improvements to delivery of programs accounting for cultural needs of participants.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			People and Culture	•Dec 2018	Partially completed	78% of team members have completed Indigenous Cultural Awareness Training
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_10	Understanding of Financial Vulnerability	• Staff	Continue to offer increased superannuation and superannuation during paid parental leave to employees on Enterprise Bargaining Agreement.	• Continued offering of 0.5% increased employer contribution and superannuation support during paid parental leave.	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Increase in policies, processes and actions to address economic inequalities	Foundation			People and Culture	December 2018	Completed	80% of GSM employees receive 10% super. Employees who have returned from parental leave have received a lump sum super payment on both their paid and unpaid leave
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_11	Economic Security	• Customers • Community	Provide programs that focus on women, with an aspirational target of 70% of services provided to women.	• •At least 70% of clients are women	• Increase in awareness and availability of appropriate financial services • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services • Increase in people able to meet current financial obligations • Increase in policies, processes and actions to address economic inequalities	Foundation			Operations	Ongoing	Partially completed	66% of NILS clients are women
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_12	Economic Security	• Staff	Analyse and report on Gender Pay Gap on an annual basis.	• Annual review of Gender Pay Gap within Good Shepherd Microfinance	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			•People and Culture	•Dec 2018	Completed	We monitor and report the Gender Pay gap to the Board and in the last 12 months it has varied from -3% to 3%. This is significantlylower than the average Australian Gender Pay Gap of 14.6% (WGEA).
GSANZ_F	Foundation	Good Shepherd	GSANZ_F_13	Economic Security	• Staff	Ensure team members across all levels have Learning & Development plans that support future career opportunities	• Career development workshops in place • 90% of team members plans have Development plans in place.	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			•People and Culture	•Dec 2018	Partially completed	41% of team members currently have development plans. Our EAP program offers Career Assist and in last 12 months. 10% have accessed this service which offers career coaching. 3% employeeshave taken up secondments in the last year and 15% have had their roles reviewed reflecting an enlargement or enhancement of their roles with subsequent change to classification and increased remuneration. 10% have had the opportunity to act up in senior roles and received higher duties allowance in recognition of this
ICAN_F	Foundation	ICAN	ICAN_F_01	Understanding of Financial Vulnerability	• Customers • Staff • Community	Increase our engagement with diverse communities nationally	• Recruit and/or train staff members to be culturally aware and competent	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			CEO Business Unit Managers	Ongoing
ICAN_F	Foundation	ICAN	ICAN_F_02	Understanding of Financial Vulnerability	• Customers • Community	Evaluate the Multi-Cultural Scholarship Program	• Collate and analyse the training evaluation findings • Gain insights into the specific learning needs of multicultural participants • Gain insights into the individual participants' understanding of personal finances	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • FIAP partners commit to data collection	Foundation			Research & Communications Manager ICAN Learn Business and Sector Development Manager RTO Coordinator	Ongoing	Completed	This action is completed and ongoing, as ICAN continue to collect and analyse data across identified domains. Feedback surveys from students and the agencies where placements are undertaken are evidence that continuous quality improvement processes are implemented.
ICAN_F	Foundation	ICAN	ICAN_F_03	Understanding of Financial Vulnerability	• Customers • Staff • Community	Evaluate the Indigenous Mentorship Program	• Collate and analyse the training evaluation findings • Gain insights into the specific learning needs of indigenous participants • Gain insights into the individual participants' understanding of personal finances	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • FIAP partners commit to data collection	Foundation			Research & Communications ManagerICAN Learn Business and Sector Development ManagerRTO Coordinator	June 2019	Completed	This action is completed and ongoing, as ICAN continue to collect and analyse data across identified domains. Initial baseline surveys and exit surveys from students are evidence that continuous quality improvement processes are implemented.
ICAN_F	Foundation	ICAN	ICAN_F_04	Understanding of Financial Vulnerability	• Staff	Ensure new ICAN / ICAN Learn staff undertake awareness training about financial literacy issues across Australia; including regional, rural, remote and urban communities	• Deliver financial literacy awareness training to all staff	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			CEO Business Unit Managers	June 2018	Completed	All new and existing ICAN staff have undertaken and completed financial capability training through the Yarnin’ Money course ‘financial literacy’ skill set units.
ICAN_F	Foundation	ICAN	ICAN_F_05	Understanding of Financial Vulnerability	• Customers	Deliver Yarnin' Money Program with cultural competence	• ICAN's approach to cultural competency is incorporated into train the trainer module • Develop ICAN specific cultural competence tools • deliver train the trainer workshops • trainers are able to adjust content to workshop style	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			YM team Research & Communications Manager ICAN Learn Business and Sector Development Manager	June 2018	Completed	ICAN have incorporated cultural competency throughout the ‘train the trainer’ module of the Yarnin’ Money program. They have also developed specific cultural methods and tools (outlined in the Yarnin’ Money Final Report), which have assisted in delivering ‘train the trainer’ workshops, and allow trainers to adjust their content to suit different workshop styles.
ICAN_F	Foundation	ICAN	ICAN_F_06	Understanding of Financial Vulnerability	• Community	Train the trainer approach for Yarnin' Money ensures personal financial resilience education	• Incorporate personal financial literacy for trainers into train the trainer module • deliver train the trainer workshops	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			YM team Research & Communications Manager ICAN Learn Business and Sector Development Manager	June 2018	Not commenced	Funding was not available to commence this during the reporting. Funding has now been received from the Ian Potter Foundation and the program will be developed over the coming year
ICAN_F	Foundation	ICAN	ICAN_F_07	Financial Capability	• Customers • Community	Continue development, delivery & evaluation of Yarnin' Money Program	• Proactive promotion of Yarnin' Money program to new partners • Review and improve our evaluation approach and tools in response to emerging challenges	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration • FIAP partners commit to data collection • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Increased financial capability of individuals	Foundation			Yarnin' Money Team Operations Manager Research & Communications Manager CEO	Ongoing	Completed	ICAN’s Yarnin’ Money financial capability program has been developed, and delivered and evaluated, with a report completed February 2019.
ICAN_F	Foundation	ICAN	ICAN_F_08	Financial Capability	• Customers • Community	Identify new partnerships and continue to build relationships with ethical market alternatives for Aboriginal and Torres Strait Islander peoples, that address structural barriers	• Participate in national and state wide forums, task forces on an ongoing basis • Communicate market alternatives to Indigenous consumers	• Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services • Advocacy for policy and regulatory change	Foundation			CEO Operations Manager Financial Counselling team	Ongoing	Completed	ICAN has identified new partnerships and continues to build relationships with organisations such as Good Money (Cairns) to address structural barriers for Aboriginal and Torres Straight Islander peoples. ICAN staff have now become the primary liaison of their NILS services including assistance with applications and paperwork.
ICAN_F	Foundation	ICAN	ICAN_F_09	Financial Capability	• Staff	Support staff members to increase internal financial awareness, resilience and practical application skills	• Incorporate financial conversations in the induction program and ongoing HR management processes	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services	Foundation			CEO & Business Unit Managers	June 2018	Completed	This action is completed and ongoing, as ICAN have delivered the Financial Literacy Skill Set Units & Yarnin’ Money course to 13 Indigenous Mentorship Program students. This will be ongoing as ICAN continue to deliver the Financial Literacy Skill Set Units & Yarnin’ Money financial capability training into Mentorship Program delivery.
ICAN_F	Foundation	ICAN	ICAN_F_10	Financial Capability	• Community	Develop and evaluate new financial literacy programs	• Develop and test metrics to measure the behaviour change for various cohorts	• Increase in targeted and scalable resources to build financial capabilities • FIAP partners commit to data collection • Increased financial capability of individuals	Foundation			Research & Communications Manager ICAN Learn Business and Sector Development Manager RTO Coordinator	Ongoing	Completed	ICAN’s Yarnin’ Money financial capability program has been evaluated and a final evaluation research report has been produced
ICAN_F	Foundation	ICAN	ICAN_F_11	Economic Security	• Staff • Community	Promote and continue the Indigenous Financial Counselling Mentorship Program	• Recurring program intakes relationships with new agencies	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in policies, processes and actions to address economic inequalities	Foundation			Research & Communications Manager ICAN Learn Business and Sector Development Manager RTO Coordinator	ongoing	Partially completed	12 Indigenous persons are currently completing the final stages of a Diploma of Financial Counselling training program, and will graduate in December 2019. This program is increasing the number of indigenous financial counsellors practicing nationally
ICAN_F	Foundation	ICAN	ICAN_F_12	Economic Security	• Staff • Community	Promote the Multi-Cultural Scholarship Program	• Engage with more multicultural agencies. • Assist communities to understand the benefits of financial counselling and capability	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased intra- and inter- sector engagement and collaboration	Foundation			Research & Communications Manager ICAN Learn Business and Sector Development Manager RTO Coordinator	ongoing	Partially completed	12 persons from the multicultural community are currently completing the final stages of a Diploma of Financial Counselling, and will graduate in December 2019. This program is developing the financial counselling capacity of CALD staff within multicultural organisations in Victoria
ICAN_F	Foundation	ICAN	ICAN_F_13	Economic Security	• Staff • Community	Create professional capability through career pathways	• Engage with the national financial wellbeing sector to determine best practice pathways • Promote career pathways through financial counselling state and territory bodies	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration	Foundation			CEO; ICAN Learn Business and Sector Development Manager	Ongoing
ICAN_F	Foundation	ICAN	ICAN_F_14	Economic Security	• Community	Explore ways to partner with organisations working with new and existing small business owners	• Undertake market research	• Increased intra- and inter- sector engagement and collaboration	Foundation			CEO & Business unit managers	June 2018
ICAN_F	Foundation	ICAN	ICAN_F_15	Economic Security	• Community	Ensure all ICAN staff have opportunity to access appropriate channels of support to reduce financial stress	• Develop ICAN financial inclusion staff policy and kpi's	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			CEO & Business unit managers; Research and evaluation	June 2018	Partially completed	Financial inclusions training for staff has commenced, however a policy and official KPI’s are still being developed
ICAN_F	Foundation	ICAN	ICAN_F_16	Economic Security	• Community	Build resilient business practices within Indigenous communities	• Implement Yarnin' Business training program • Identify and engage with government agencies focused on indigenous economic development	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration	Foundation			CEO; Operations Manager	December 2019	Completed	Yarnin’ Business program funding has been secured, but the program has not yet been implemented. However, this action has been completed as Indigenous small business owners were given access to Yarnin’ money training instead.
ICAN_F	Foundation	ICAN	ICAN_F_17	Economic Security	• Community	Identify appropriate procurement strategy to suits needs of ICAN and levels of funding	• Investigate local Indigenous businesses appropriate to ICAN needs • Design a social procurement policy	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			CEO & Business unit managers	June 2018	No longer planned	No longer appropriate due to geographical limitations
ICAN_F	Foundation	ICAN	ICAN_F_18	Products and Services	• Customers	Provide, monitor and evaluate the Financial Counselling and Capability services to vulnerable customers in financial difficulty	• Access to Face to face and phone financial counselling services • Identify the consumer detriment through the information collected through financial counselling casework • Identify and maintain existing and new referral networks	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Operations Manager Financial Counselling and Capability team	Ongoing	Completed	"ICAN’s core funded service is to provide financial counselling , and they continue to provide, monitor and evaluate these services for vulnerable customers in financial difficulty. ICAN provide access to phone and face-to-face counselling services, identify and maintain referral networks, and identify vulnerable consumers through the information collected."
ICAN_F	Foundation	ICAN	ICAN_F_19	Products and Services	• Customers	Increase the range of Yarnin' Money products	• Develop and implement customised products for target audiences e.g. young people, new employees as well as linking to emerging consumer issues in regional and remote communities	• Increase in awareness and availability of appropriate financial services	Foundation			Operations Manager Yarnin' Money team ICAN Learn Business and Sector Development Manager	June 2018	Completed	ICAN have built 3 new products for the Yarnin’ Money range. These new products are focused on training and include ‘with the mob’ ‘yarnin’ service provider’ and ‘trainer’. New funding will allow ICAN to further develop 2 new products focused on financial coaching for small business owners, and further explore the idea of products focused on assisting women in the future.
ICAN_F	Foundation	ICAN	ICAN_F_20	Products and Services	• Customers • Staff	Build on the ICAN learn social enterprise to provide appropriate education(accredited and non-accredited) to the financial wellbeing and related sectors	• Delivery of courses nationally Ongoing identification and engagement of qualified sector trainers • Assisting potential trainers to gain their training and assessment qualification	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased pathways & tools for ongoing support for vulnerable groups • Increase in policies, processes and actions to address economic inequalities	Foundation			CEO ICAN Learn Business and Sector Development Manager RTO Coordinator	Ongoing	Completed	The ICAN Learn social enterprise has been built on to provide appropriate education to the financial and wellbeing sectors through the delivery of training courses nationally. ICAN have delivered the ICAN / CBA Multicultural scholarship program (12 students) & Indigenous mentorship program (12 students) nationally.
ICAN_F	Foundation	ICAN	ICAN_F_21	Products and Services	• Community	Build a skilled workforce	• Upskill all staff to educate others	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			CEO& business unit managers	Ongoing	Completed	This action is ongoing, as ICAN have, and will continue to identify career pathways for the professional developing of financial counselling and capability staff. This has been achieved through providing professional supervision training to all ICAN staff, and developing career pathways for employees e.g. management roles, supervisory roles, and teaching opportunities
ICAN_F	Foundation	ICAN	ICAN_F_22	Products and Services	• Customers • Community	Engage with regulators and government agencies to raise emerging issues and protect the rights of Indigenous consumers	• Provide preliminary investigative support services to government consumer agencies • Representation at national and state forums,panels and task forces • development of tool for finanical counsellors to record case studies that demonstrate emerging issues	• Increased intra- and inter- sector engagement and collaboration • Advocacy for policy and regulatory change	Foundation				Ongoing	Partially completed	ICAN have engaged with regulators and government agencies to raise emerging issues and protect the rights of Indigenous consumers through providing investigative support services, and acting as representatives at national and state forums, panels and task forces. The next steps for this action to be completed will include developing a tool for financial counsellors to record case studies that demonstrate emerging issues.
ICAN_F	Foundation	ICAN	ICAN_F_23	Products and Services	• Community	Implement Professional Support Frameworks for the Indigenous financial counselling workforce [Professional supervision via and develop a mentorship approach]	• Train graduates from the Indigenous Financial Counselling Mentorship Program • Develop peer support / Mentor development program	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			CEO ICAN Learn Business and Sector Development Manager	Jan-18	Completed	ICAN have scoped and implemented professional support frameworks for the Indigenous and CALD workforce through conducting surveys with graduates about what kind of professional support they want. These surveys are being consistently conducted, and the data is then collated and analysed. Based on this action ICAN have commenced new development and design of the existing mentorship program, to be better situated for remote area access.
ICAN_F	Foundation	ICAN	ICAN_F_24	Products and Services	• Staff • Community	Develop and implement a national financial counselling supervision framework.	• Train ICAN staff in professional supervision of Indigenous Mentorship and Multicultural Scholarship Programs • Use train the trainer model approach to develop a pool of trained professional supervision educators	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Operations ManagerCEOICAN Learn Business and Sector Development Manager	June 2018	Completed	This action is completed and ongoing, as ICAN have developed an organisational framework for financial counselling supervision. ICAN staff have been trained in professional supervision, and this training is currently being actioned. ICAN aim to continue implementing this training, and also develop and implement a new corporate structure to include advisors.
ICAN_F	Foundation	ICAN	ICAN_F_25	Products and Services	• Staff	Develop and implement financial literacy self assessment as part of HR processes	• All staff undetake self-assessment of financial literacy and create a personal plan	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			CEO Business unit managers	June 2018	Not commenced	This action has not yet commenced; however, ICAN still intend to develop and implement a financial literacy self assessment as part of HR processes.
ICAN_F	Foundation	ICAN	ICAN_F_26	Products and Services	• Customers • Community	Explore a training program to support individuals interested in setting up small business	• Develop a scoping document summarising the findings • Set up new partnerships and pilot launch	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Operations ManagerCEOYarnin' Money team	December 2018	Completed	‘Yarnin’ Business program funding has been secured, but the program has not yet been implemented. However, this action has been completed as Indigenous small business owners were given access to Yarnin’ money training instead.
SALV_F	Foundation	Salvation Army	SALV_F_01	Products and Services	• Customers	Provide financial inclusion focused services (e.g. emergency relief, financial counselling/capability and microfinance casework services) that are relational, strengths based and holistic so as to achieve behavioural change that results in financial resilience.	• Training (initial and ongoing), procedures and culture focused on these matters.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased financial capability of individuals	Foundation				By March 2019	Completed	1. Embedded in TSA services 2. Outcome Measurement Pilot porograms have been piloted to ensure goals of our services are being achieved and to uphold best pracitce (Doorways and Moneycare)
SALV_F	Foundation	Salvation Army	SALV_F_02	Products and Services	• Customers	Provide emergency relief services with a focus on financial capability building by moving people into case work and reducing dependence on emergency relief i.e. providing skills and knowledge (a hand up, not a hand out)	• Training (initial and ongoing), procedures and culture focused on these matters.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation				By March 2019	Completed	Difficult to gauge the changes since the assistance line (SAL) was introduced in 2015, as the data is incomparable. Outocme measurment processes have been utilised in both Moneycare and Doorways (see above for Moneycare results).
SALV_F	Foundation	Salvation Army	SALV_F_03	Products and Services	• Customers	Conduct annual Economic and Social Impact Survey (ESIS) and investigate Moneycare SAMIS database to better understand community needs and priority areas	• ESIS research conducted nationally and at scale, Moneycare research conducted leading up to annual Moneycare Day	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • More partnerships and collaboration to support vulnerable groups • Advocacy for policy and regulatory change	Foundation				Annually in May (ESIS) and October (Moneycare)	Completed	Main findings are online. In 2019, the ESIS report will be replaced by a National Moneycare Report, focussing on income, expenses and debt, gender differences.
SALV_F	Foundation	Salvation Army	SALV_F_04	Products and Services	• Customers	Develop better digital financial information services to ensure that they are readily accessible and usable so that people can take their own early intervention action	• Initial contact portal developed for financial counselling and capability services, including self help tools	• Increase in awareness and availability of appropriate financial services • Increased financial capability of individuals	Foundation				By March 2019	Partially completed	Transition has slowed the progress with this due to various staffing changes.
SALV_F	Foundation	Salvation Army	SALV_F_05	Products and Services	• Staff	Provide discrete (confidential) services to internal people in need	• Systems and communications plan put in place to provide for ready and confidential internal access to financial inclusion services	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation				By March 2019	Completed
SALV_F	Foundation	Salvation Army	SALV_F_06	Products and Services	• Staff	Provide staged early retirement planning with a focus on women	• Enter into collaborative arrangement with female retirement specialist and offer services to women over 40	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation				By March 2019	Partially completed	Some sessions have been held and more are planned, but not specifically aimed at women. Jthere are meetings taking place between Moneycare staff and HR about offering YTB before the super sessions in future.
SALV_F	Foundation	Salvation Army	SALV_F_07	Financial Capability	• Customers	Deliver "You're The Boss" (YTB) financial literacy/capability training to build financial capability, attitudes and behaviours	• Train facilitators nationally in YTB program and approach, develop YTB program, provide supports for YTB facilitators, deliver training	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in awareness and availability of appropriate financial services • Increased financial capability of individuals	Foundation				By March 2019	Completed	A board has been established and the first meeting is organised for May (advisory group)
SALV_F	Foundation	Salvation Army	SALV_F_08	Financial Capability	• Customers	First contact points equipped to recognise signs of financial exclusion for early referral to financially related casework services	• Training and equipping of "Connect" sites and call centre operators (SAL, 13 SALVOS), standard assessment questions on signs of financial stress and DV	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation				By March 2019	Partially completed	Small working group is developing tools for frontline workers to assess people they come into contact with and to either make referrals or offer self-help tools
SALV_F	Foundation	Salvation Army	SALV_F_09	Financial Capability	• Customers	Communicate positive financial literacy/capability messages to the community	• Opportunities sought through ongoing media contact and focused annual campaign as a part of Anti-poverty week (Moneycare Day)	• Increase in awareness and availability of appropriate financial services	Foundation				On going and in October each year	Completed	Annual event. 2018 first year with a dedicated coordinator to improve impact on a national scale
SALV_F	Foundation	Salvation Army	SALV_F_10	Financial Capability	• Staff	Provide flexible internal education and learning programs to increase the financial capability, attitudes and behavious	• Develop internal learning program to enhance financial capability	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in awareness and availability of appropriate financial services	Foundation				By March 2019	Completed	This was developed in 2018 and will be repeated in 2019 with greater promo/more widespread across TSA (now that it's national, communications are more simple across the organisation)
SALV_F	Foundation	Salvation Army	SALV_F_11	Understanding of Financial Vulnerability	• Customers	Organisational Reconciliation Action Plan (RAP) maintained and updated to ensure culturally appropriate delivery of financial inclusion services to Indigenous people	• Staff aware of RAP and needs of Indigenous people and services focused on effective delivery to them	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation				Ongoing (annual review)	Completed	Transition has again slowed down this process. There was a RAP for part of the TSA (NSW, Qld and ACT) and we are currently in the process of developing a national RAP
SALV_F	Foundation	Salvation Army	SALV_F_12	Understanding of Financial Vulnerability	• Customers	Develop and implement soft entry/communications plans to reduce any stigma of initial access to TSA services	• Community relationships built at local level (physical access) and digital platforms developed (online access)	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation				By March 2019	Partially completed	Ongoing discussion - this has been the focus of 2 of our working group meetings and a sub-committee has been formed to follow this action through.
SALV_F	Foundation	Salvation Army	SALV_F_13	Understanding of Financial Vulnerability	• Customers	Collaborate with and promote our offering of culturally sensitive services to ATSI & CALD groups likely to be financially excluded e.g. refugee groups and single Indigenous women with children	• Relationships established, promotional material and resources in community languages, frontline workers with community languages	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation				By March 2019	Partially completed	This needs some more time to work with the various language and cultural groups to understand their needs and tailor projects to meet them. Some of our frontline workers ghave CALD backgrounds and can speak community languages, but more can be done in this space.
SALV_F	Foundation	Salvation Army	SALV_F_14	Understanding of Financial Vulnerability	• Staff	Foster an inclusive environment so that volunteers, employees, members of Corps and Officers from all cultural backgrounds feel comfortable to access the full range of Salvation Army financial inclusion services	• All groups considered in communications plans and have clear pathways to access services	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation				By March 2019	Partially completed	The Diversity and Inclusion team has been promoting the National Multicultural Competence training (from SBS) on TSA E-learning portal, available for Officers, Staff and volunteers. And also Cultural Intelligence (CQ) training has been delivered by an accredited trainer for CQ. Also as a case example: many staff at Auburn speak various languages (see Action above)
SALV_F	Foundation	Salvation Army	SALV_F_15	Economic Security	• Customers	Provide supported capability building loans e.g. micro enterprise, training and education	• Develop a loans program aimed at women going into micro enterprises	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation				By March 2019	Partially completed	Project implemntation plans have been developed, currently seeking a caseworker to oversee the Pilot, will be nbased on NILS that TSA currently has
SALV_F	Foundation	Salvation Army	SALV_F_16	Economic Security	• Customers	Alleviate financial hardship through financial counselling to free up the "cognitive space" of community members to provide for improved participation and inclusion in society	• Provide financial counselling services to those in financial crisis	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups	Foundation				Ongoing (annual review)	Completed	Moneycare commenced over 25 years ago in the suburbs of Sydney. Moneycare includes financial counselling, financial capability, financial literacy and no interest loans. Moneycare is a registered trade mark and business name. Moneycare enjoys a good reputation in the sector and finance industry. It is the largest financial counselling service in Australia.
SALV_F	Foundation	Salvation Army	SALV_F_17	Economic Security	• Customers	Advocate externally on social justice issues identified through our financial inclusion services and research	• Seek systemic issues from frontline workers and advocate for reform	• Advocacy for policy and regulatory change	Foundation				By March 2019	Completed	TSA is active in the space of various campaigns including the introduction of the Anti-Slavery Act, submission to the Sentate Inquiry into Credit and financial services targeted at Australians at risk of financial hardship; on-going campaign re: Small Amount Credit Contract (SACC legislation)
SALV_F	Foundation	Salvation Army	SALV_F_18	Economic Security	• Staff	Research the financial inclusion needs of women working in the Salvation Army and take action to meet key needs	• Conduct survey and interpret results	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increased pathways & tools for ongoing support for vulnerable groups • Advocacy for policy and regulatory change	Foundation				By March 2019	Partially completed	Due to the merge of the 2 territories of TSA, this project, although well-researched and developed to implementation stage, has been placed on hold
WIRE_F	Foundation	WIRE	WIRE_F_01	Products and Services	• Service users (customers)	Improve access to programs and services for potential service users living in regional and rural areas and from diverse communities	• Targeted marketing campaigns and innovative digital approaches to increase service access and uptake	• Increase in targeted and scalable resources to build financial capabilities • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Business Development Manager	Dec 2018 and ongoing	Partially completed	Mail outs to MCHN, Primary schools, libraries and MPs to promote WIRE. Phone room advised that callers have seen WIRE materials and information from mail outs. MPs from regional areas have been in touch after mail outs to request additional materials for promotion of WIRE services to constituents. Online chat platform on website improved, better resourced and now running regularly. Presentation delivered on women's financial wellbeing to DSS Financial Information Services. Community Education delivered to Arabic and Vietnamese women's groups, as well as in Port Fairy and Narre Warren, and to Victoria Police and RMIT. Agreements established and in place with Neighbourhood Houses and SisterWorks to promote WIRE services and programs. Funding to deliver senior women's financial capability workshops successfully obtained. Funding successfully obtained to develop Purse Project training into an learn local A-frame to be delivered. First anticipated delivery July 2019. Reference group to include positions for people from CALD, Muslim, disability and lived experience background. Women and Money launched in October and now available to financial professionals working in regional and rural Australia. Work has also commenced to now promote the website and embed within organisations through a dedicated Project Manager for 1 year. Information seminars were held targeting issues relating to Elder Abuse and Family Violence with representatives from LGBTIQA community services. Improved marketing collateral and poster packs created and distributed within the community and throughout WIRE networks. Website being updated to a more accessible and interactive format.
WIRE_F	Foundation	WIRE	WIRE_F_02	Products and Services	• Service users (customers) • Staff and volunteers	Continue to offer free financial planning clinics for service users and also promote to staff and volunteers. Expand this service to include increased financial wellbeing services including financial counselling.	• Continue to offer clinic twice a month and add financial counselling to the calendar of events	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased financial capability of individuals	Foundation			Service Delivery Manager	Continue to offer clinic twice a month - Ongoing Expanding the service to include financial counselling - Dec 2018	Completed	Staff have used financial planning clinics in the past. Email sent to all staff reminding and advising new staff they can access financial planning service. Email also sent to staff notifying them of benefits available through EAP and the ability to attend clinic appointments when there have been service user cancellations. EAP is advertised on an ongoing basis in the volunteer newsletter. Additional financial planning firm has commended working with WIRE and now offering free sessions at the financial planning clinic. Financial clinics held regularly (running once a fortnight) and looking for other financial planners to expand service. Commencing 2019, free Will and Power of Attorney Clinic will be run four times a year. Through this Clinic, users will be given information and advice from a paralegal that specialises in Wills and Power of attorney.
WIRE_F	Foundation	WIRE	WIRE_F_03	Products and Services	• Community and Partners	Increase our capacity to deliver training and professional development services on subject matter including identifying and responding to financial abuse and working with women. Expand training service delivery beyond family violence workers and the community and health sectors to support FIAP trailblazers as well.	• More expert trainers are available to meet the demand for our professional development services	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups	Foundation			Business Development Manager	Jul 2018 and ongoing	Partially completed	New training pool have gone through the induction process and have been given opportunities to deliver training. Work underway to develop and refine products. Whilst corporate deliveries have increased, new products are not ready to market just yet. FIAP trailblazers have been cross promoted through deliver of training and services. CEO and Partnerships and Community Engagement Manager participated in Two Feet social enterprise business accelerator program. Mentoring from The Difference Incubator's Head of Consulting to support refining business model, processes and systems for training. Working with First State Super to design and roll out training to their call centre staff including front line and team leaders. After turnover with Training Coordinator, starting to provide proposals to corporates for training. Training will ramp up from early 2019.
WIRE_F	Foundation	WIRE	WIRE_F_04	Products and Services	• Community and Partners • Service users (customers) • Staff and volunteers	Increase awareness of online resource 'Women Talk Money' to help women establish financial equality in their intimate relationships and prevent financial abuse	• Distribute marketing collateral to partners and the community. • Refer to and promote 'Women Talk Money' in community education sessions. • Run training sessions in the community using 'Women Talk Money'.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in awareness and availability of appropriate financial services • Increased financial capability of individuals	Foundation			Business Development Manager Women's Information Support Workers	Jul 2018 and ongoing	Partially completed	Women Talk Money promoted in Community Education sessions, with hand outs given and audience referred to website. Links into Women Talk Money work is being done in the Women Thrive project. Community Education on women's relationships to money and healthy financial relationships has been delivered, referring to Women Talk Money to First State Super members in co-branded workshops. December information Seminar was run in collaboration with DVVIC on 'When is the right time to talk about money' aimed at financial counsellors and family violence workers (with over 20 attendances). Community Education sessions delivered at Victoria University and Swinburne regarding Women Talk Money.
WIRE_F	Foundation	WIRE	WIRE_F_05	Products and Services	• Service users (customers)	Provide education to service users regarding online safety and how to access and store financial information digitally.	• Update curriculum of Computer Classes to include this content.	• Increase in awareness and availability of appropriate financial services	Foundation			Service Delivery Manager Women's Information Support Workers	Jul 2018 and ongoing	Completed	Online safety training delivered to DHHS. Information regarding online safety reviewed in computer classes with service users. 3 community workshops delivered in June on online safety. 1workshop delivered on digital safety for DHHS pathways programs. Training on digital security has been ceased since, as the Commission for E- safety is better equip to do deliver such services and better resourced to roll out free training. WIRE will promote this free training actively where possible.
WIRE_F	Foundation	WIRE	WIRE_F_06	Products and Services	• Community and Partners	Provide a toolkit for the finance and community sectors on building women's financial security through creating and nurturing women's financial resilience and capability	• Toolkit with companion online resources	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in targeted and scalable resources to build financial capabilities • More partnerships and collaboration to support vulnerable groups	Foundation			Women Thrive Project Manager	Dec-18	Partially completed	Toolkit successfully completed and launched in October 2018. Launch was well attended by corporates, colleagues in the sector and people from the community. Additional fact sheets have also been created as resources and include in the online toolkit. The Project Manager has now entering the second phase of the project and will commence working and partnering with organisations to advise on how the toolkit can be used to better engage with women, support clients with family violence and financial abuse, and provide general advice and guidance on gender equity and family violence in the workplace. Discussions already underway with Bank Australia, NAB and ANZ. Article written to be published by ASIC promoting Women and Money. Working has commenced with one bank to embed information and resources in to the banks policy and practices. Program Manger now working to promote the Toolkit and its utilisation to more companies across Australia.
WIRE_F	Foundation	WIRE	WIRE_F_07	Financial Capability	• Community and Partners	Continue to build awareness of financial abuse as a form of family violence and of gendered financial wellbeing. We will work to prevent financial abuse through building understanding in the community of the gendered drivers of financial abuse and the actions that can be taken to reduce them.	• Increase in the number of community education sessions delivered related to financial abuse. • Increase in training and professional development delivery. • Increase our training and service delivery in the financial abuse prevention space by seeking funding to run programs and development partnerships with other family violence prevention partners.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in awareness and availability of appropriate financial services • More partnerships and collaboration to support vulnerable groups • Advocacy for policy and regulatory change	Foundation			Business Development Manager Training Coordinator Women's Information Support Workers	Ongoing	Partially completed	Financial abuse is covered in most of the Community Education presentations and Family Violence training. Community Education and training deliveries have increased. ANROWS presentation was delivered on Teachable Moments' research findings. A strategic roundtable was held for Teachable Moments in April 2018. Free from Violence funding was successfully obtained to deliver prevention program Lead for Change. A program which trains and mentors WIRE volunteers to be able to have gender equality change conversations in their own communities. DET project commenced to develop A-frame for delivery of Purse Project in Learn Locals and will be completed by May 2019. Once complete State Government will roll out financial capability training for victim- survivors of family violence in 27 locations across Victoria. WIRE will provide training to all trainers delivering the program. Community Education sessions delivered at Financial Information Services, Australian Nursing Midwifery Federation and Energy Australian Financial Inclusion Week. Turnover with the Training Coordinator role has meant that training has been limited on this topic. Training is just starting to pick up pace in this space again. Teachable Moments research was launched. Blog post by TCP was promoted. DVVIC and WIRE information seminar was held to promote research. This promotion will continue in 2019. Research findings have already been added into WIRE training and Women's Legal services Victoria Training. Impact of research funding on customers of the power industry was presented at Essential Services Commission family violence event.
WIRE_F	Foundation	WIRE	WIRE_F_08	Financial Capability	• Staff and volunteers	Design professional development seminars for staff and volunteers on intersectional best practice using the WIRE model to better support those women who are vulnerable and financially excluded	• Training for staff and volunteers that improves service delivery and builds greater awareness of referral pathways. • Cultural awareness training for staff and volunteers.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Service Delivery Manager	Annual and ongoing	Partially completed	Staff and volunteers have been invited to attend Purse Project training and staff and volunteers over 50 invited to attend half day senior women and money workshop. Grant to develop training successfully obtained to incorporate intersectionality into daily best practice, which will be available for staff and for other workers in the community services sector. First workshop was delivered to WIRE staff and volunteers in November 2018. First intersectional workshop took place in November with more planned for early 2019. WIRE in process of developing a racist caller protocol and survey's volunteers and staff of colour to make WIRE a safer and more respectful work place.
WIRE_F	Foundation	WIRE	WIRE_F_09	Financial Capability	• Staff and volunteers	Continue to build staff and volunteer financial capability	• Continue to invite staff and volunteers to financial capability training and encourage participation in financial planning clinics. • Promote financial planning and support to staff through Employee Assistance Program. • Promote and encourage additional superannuation payments.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Service Delivery Manager Finance Coordinator	Ongoing	Partially completed	Staff participated in Purse Training for both personal and professional development. Staff have been advised EAP can be used for support with financial issues.
WIRE_F	Foundation	WIRE	WIRE_F_10	Financial Capability	• Community and Partners	Continue to lead research into gendered financial capability and wellbeing	• Launch of 'Finding and Maximising Financial Teachable Moments for women affected by Family Violence' research. • National roadshow of research.	• Increase in awareness and availability of appropriate financial services • Increase in policies, processes and actions to address economic inequalities • Advocacy for policy and regulatory change	Foundation			Research Project Coordinator	Dec 2018 and ongoing	Partially completed	Research launched with TCP in November and with DVVIC in December. Presentation on Teachable Moments report given at a family violence Essential Service Commission event at a FIAP Community of Practice. Planning underway to rollout presentation at conferences and other strategic events throughout 2019
WIRE_F	Foundation	WIRE	WIRE_F_11	Financial Capability	• Community and Partners	Build the capability of the community and finance sectors to build women's financial security	• Partnerships established with Women Thrive champion organisations to embed toolkit strategies	• Organisational culture enables staff to better identify and support financially vulnerable groups • More partnerships and collaboration to support vulnerable groups	Foundation			Women Thrive Project Manager	Dec 2019 and ongoing	Partially completed	Teachable Moments research was launched and in process of roll out. WIRE provided feedback to the Essential Service Commission regarding their guidelines around family violence. Financial Capability Manager employed in November and has commenced a three year project to codesign a women's financial capability system/program.
WIRE_F	Foundation	WIRE	WIRE_F_12	Understanding of Financial Vulnerability	• Service users (customers) • Community and Partners	Build our cultural intelligence and work towards creating a culturally safe workplace	• Continue to promote Phone Support Worker Training Scholarships available for an indigenous woman, a woman seeking asylum and a woman over the age of 50. • Establish relationships with CALD and ATSI organisations to promote the scholarships to their communities. • Assessment of the effectiveness of the scholarship program in attracting diverse participants. • Map out ways in which we can encourage diverse participation in WIRE volunteering and implement key findings. • Acknowledgement of country at all WIRE meetings.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in targeted and scalable resources to build financial capabilities	Foundation			Service Delivery Manager Training Coordinator	Ongoing	Partially completed	Acknowledgement of Country always included in WIRE meetings Starlady delivered training for staff and volunteers in May around gender diversity and inclusion Relationships have been established with CALD and ATSI organisations through WIRE's Purse Project and Teachable Moments research project, with representatives included at the strategic roundtable event. InTouch Multicultural family violence service attended WIRE team meeting to speak. Trans and gender diversity training was organised for staff and volunteers. Employment and volunteering opportunities will be advertised to diverse communities on an ongoing basis, including promotion of scholarships. Needs further work but is happening Draft racist caller protocol has been developed to create a safer working environment for staff and volunteers .
WIRE_F	Foundation	WIRE	WIRE_F_13	Understanding of Financial Vulnerability	• Community and Partners	Review training and professional development resources to ensure they are intersectional in outlook and culturally appropriate for diverse groups	• Review of all training resources. • In-house training delivery contextualised and tailored for each session.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • More partnerships and collaboration to support vulnerable groups • Increased financial capability of individuals	Foundation			Training Coordinator	Feb 2018 and ongoing	Completed	Training Coordinator has commenced review of our volunteers training and incorporated more intersectionality aspects into sessions. Content of training to external organisations has been reviewed and now incorporates more discussion of intersectionality as a result of the Purse Project intersectionality program. Doing a pronoun round standard part of nearly all training
WIRE_F	Foundation	WIRE	WIRE_F_14	Understanding of Financial Vulnerability	• Community and Partners • Service users (customers)	Establish relationships with CALD and ATSI organisations to better understand how their communities experience financial exclusion.	• Review appropriateness of service delivery, referral pathways and training. • Look at tailoring The Purse Project for family violence workers engaged with CALD and ATSI communities.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Service Delivery Manager The Purse Project Coordinator Business Development Manager	Dec 2018 and ongoing	Completed	Funding successfully secured for a three-year Financial Capability project, which will include focus on ATSI, CALD and women with a disability to be a part of a co-design process. Purse Project will include partnering opportunities with diverse and marginalised groups who will also facilitate delivery in a paid capacity. As part of the Financial capability program, WIRE will be partnering with Brotherhood of St Laurence Multicultural Community team , Women with a Disability Victoria and looking to partner with an indigenous service. WIRE has commenced providing Intersectionality Training externally, which will be co-delivered with organisations that represent small diverse groups . WIRE is currently working with Sister to Sister a small support group for Islamic women regarding an intersectional project.
WIRE_F	Foundation	WIRE	WIRE_F_15	Economic Security	• Staff and volunteers	Review workplace policies to ensure they are financially inclusive and explore how WIRE can create more sustainable employment opportunities for staff	• HR policies are reviewed and updated as required to be financially inclusive, family friendly and promote flexibility. • Examine the possibility of using a training pool to provide staff and volunteers with increased career opportunities. • Support ASU portable long service leave campaign.	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			CEO Deputy CEO	Feb-18	Completed	Increased employment opportunities have been made available to staff and volunteers as WIRE successfully obtains grants and funding. In July several staff were promoted internally to work on fix-term projects, giving them increased opportunity internal and external to WIRE. WIRE is currently looking for grants to extend these projects or make them ongoing, to create more sustainable employment opportunities
WIRE_F	Foundation	WIRE	WIRE_F_16	Economic Security	• Staff and volunteers • Community and Partners	Continue to encourage diversity in the workplace and ensure our team is representational of the community	• Review and update recruitment practices	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Service Delivery Manager CEO	Jul-18	Completed	Enterprise Agreement limits ability to recruit widely, as need to advertise internally in the first instance but tackling this by diversifying our volunteer pool as many paid staffing opportunities are made available to WIRE Volunteers. When possible recruiting more broadly to increase diversity in applicants. This has been successful tactic to increase our staffing diversity but more work can be done. Two staff of colour are looking to see if there is a desire from other staff and volunteers of colour to set up a WIRE support group. WIRE has agreed to provide some funding to this group so that it can be organised and run in staff paid time. It is hope that actions like this will encourage a diverse range of people to work as staff or volunteers at WIRE.
WIRE_F	Foundation	WIRE	WIRE_F_17	Economic Security	• Staff and volunteers	Include information on financial wellbeing options in staff induction pack	• Review and update induction pack	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities	Foundation			CEO Finance Coordinator	Jul-18	Not commenced	This action will be progressed in early 2019.
WIRE_F	Foundation	WIRE	WIRE_F_18	Economic Security	• Staff and volunteers • Suppliers	Appropriate recognition of the emotional impact/stress on family violence survivors	• Develop and implement an Honorarium Policy	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			Business Development Manager	Feb-18	Completed	Policy developed and feedback received from staff and pending inclusion in HR manual. Payment included for those with lived experience and those from diverse groups ,who are not already paid to attend reference groups. WIRE had developed a co-design process which is inclusive of smaller organisations who do not have capacity to pay. We are looking to expand policy or create new policy to provide more information and structure around supporting people that are assisting WIRE by providing their lived experience expertise.
WIRE_F	Foundation	WIRE	WIRE_F_19	Economic Security	• Community and Partners	Continue to advocate for financial equality of women	• Actively participate in reference group meetings and working groups in the Victorian Government Economic Abuse Reference Group and other network opportunities. • Through the NAB funded Women Thrive project, inform and lobby decision makers and influencers in government, academic, community sector and business.	• Advocacy for policy and regulatory change	Foundation			CEO	Ongoing	Completed	CEO is on a number of ministerial working groups/committees/task forces etc. WIRE is participating in the Vic Votes Equity campaign coordinated by Gender Equity Victoria. In October 2018 WIRE co-hosted an state election campaign forum event with the family violence peak bodies where representatives from the Liberal Party, the Labour Party and the Greens were asked to commit to funding and delivery of all Royal Commission recommendations. Promotion of WIRE latest research findings , When is the right time to talk about money, Teachable moments for women affected by family violence' has been promoted widely including presentations via TCP, Essential Services Commission and Domestic Violence Victoria .
WIRE_F	Foundation	WIRE	WIRE_F_20	Economic Security	• Suppliers	Commit to supporting local, woman or Indigenous owned businesses or social enterprise	• Develop and implement an ethical supplier policy	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Business Development Manager	Dec 2018 and ongoing	Partially completed	Draft ethical supplier policy developed. Pending staff consultation and board consideration.
AustUn_F	Foundation	Australian Unity	AustUn_F_01	Understanding of Financial Vulnerability	• Community	Support the Culturally and Linguistically Diverse Alliance (CALD Alliance) to build capabilities across financial literacy, employment and social connection	• Convene at least three CALD Alliance meetings • Identify capacity and capability needs across CALD Alliance members that Australian Unity employees and partners can support	• Increase in targeted and scalable resources to build financial capabilities • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Diversity Capability Development Manager	August 2018	Not commenced	Due to some key movements within the business, this work did not progress .
AustUn_F	Foundation	Australian Unity	AustUn_F_02	Understanding of Financial Vulnerability	• Staff	Conduct an organisational-wide survey to gain an understanding of Australian Unity’s diverse workforce	• Develop an inclusion report that provides an overview of Australian Unity’s workforce	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			General Manager, Capability and Learning	June 2018	Partially completed	Within both Banking and Health Insurance businesses, hardship claims are identified, and customers supported with solutions tailored for their circumstances. We have also partnered with Uniting Kildonan to develop a proposal to implement the CareRing Service, which is under consideration. Working with Good Shepherd Microfinance, a workshop program has been developed to increase frontline employee skills and knowledge about financial resilience , hardship and how the business can better support and refer customers experiencing hardship. Planning is occurring regarding implementation.
AustUn_F	Foundation	Australian Unity	AustUn_F_03	Understanding of Financial Vulnerability	• Customers • Community	Empower customers and clients with accessible information on Australian Unity’s products and services	• Review of Australian Unity’s website, brochure ware and customer communications to ensure consistent, accurate and accessible information is provided	• Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services	Foundation			General Manager, Retail, Marketing and e- Commerce	June 2018	Partially completed	We continue to maintain a strong relationship with Good Shepherd Micro-finance to partner with us in increasing financial hardship and resiliance awareness. WIRE, who support financial wellbeing for women is a charity partner of Australian Unity and fundraising efforts have helped to support their programs.
AustUn_F	Foundation	Australian Unity	AustUn_F_04	Understanding of Financial Vulnerability	• Staff	Implement Australian Unity’s Reconciliation Action Plan**	• Continue to implement and report on Australian Unity’s Reconciliation Action Plan • Maintain ongoing relationship with the BCA’s Indigenous Network and relevant taskforces	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • FIAP partners commit to data collection • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Increase in policies, processes and actions to address economic inequalities	Foundation			Head of Community	Ongoing	Partially completed	Partnering with First Nations Foundation is enabling digitisation of the My Moola Program, targeting financial literacy for Indigenous Australians. Digitisation will enable a wider reach of this program. Opportunities for our AHC business to participate in the pilot for the digitised program is in discussion.
AustUn_F	Foundation	Australian Unity	AustUn_F_05	Understanding of Financial Vulnerability	• Suppliers • Community	Maintain Australian Unity’s membership with Supply Nation to engage supplier diversity**	• Actively engage Aboriginal and Torres Strait Islander suppliers in capability building opportunities • Promote supplier diversity through approved COUPA managers	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • Increase in policies, processes and actions to address economic inequalities	Foundation			General Manager, Property and Procurement	Ongoing	Completed	Australian Unity is an active member of the FIAP CoP, sharing opportunities and ideas as part of implementing actions within the FIAP and attending regular forums
AustUn_F	Foundation	Australian Unity	AustUn_F_06	Financial Capability	• Customers • Staff	Conduct Australian Unity’s Financial Wellbeing Assessment across employees and explore the opportunity of engaging Australian Unity customers in the Financial Wellbeing Assessment	• Create a biennial Australian Unity Financial Wellbeing Report	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			General Manager, Capability and Learning	May 2018	Not commenced	Due to some key movements within the business, and the re-grouping of our Community and Wellbeing portfolios, this work was delayed. Work is underway to redfine the Community and Wellbeing strategy, which will address financial wellbeing as a key component
AustUn_F	Foundation	Australian Unity	AustUn_F_07	Financial Capability	• Staff	Invite guest speakers to engage employees, customers and members on topics of financial inclusion, social cohesion and community engagement	• Host three events with guest speakers to discuss topics relating to financial inclusion, social cohesion and community engagement	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services	Foundation			Head of Community	Ongoing	Not commenced	Due to key movements in the organisation, this was not commenced
AustUn_F	Foundation	Australian Unity	AustUn_F_08	Financial Capability	• Community	Promote relevant findings and results from Australian Unity’s Wellbeing Index that relate to financial wellbeing, employment and community connection	• Review Australian Unity’s Wellbeing Index to identify relevant information relating to financial wellbeing, employment and community connection to share and promote through communications channels	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			General Manager, Corporate Affairs	February 2018	Partially completed	The ability to capture diversity data has been built into our employee HR system. Discussions continue regarding launch of this functionality across the organisation.
AustUn_F	Foundation	Australian Unity	AustUn_F_09	Financial Capability	• Staff	Provide internal financial product and services promotion of employee benefits	• Internal promotions for employee benefits across products and services to be shared on intranet • Host an employee benefits event in Melbourne and Sydney offices	• Increase in awareness and availability of appropriate financial services	Foundation			Head of Group Communications	July 2018	Completed	Ongoing updates of the Australian Unity Website occurs in addition to key projects to ensure accurate, consistent and accessible content regarding our products and services. In 2018, > 800 changes were made to our website and brochures to ensure information is communicated simply and effectively to our customers and members
AustUn_F	Foundation	Australian Unity	AustUn_F_10	Financial Capability	• Staff	Develop an understanding of drivers of financial hardship claims relevant to Australian Unity’s business platforms	• Establish a database of financial hardship claims across financial products and services • Review claims to gain an understanding of trends, triggers and potential responses	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • FIAP partners commit to data collection	Foundation			Group Manager Workplace Relations & HR Services	Ongoing	Completed	Our RAP 2018 - 2020 was developed and launched, addressing actions across employment, learning and development, business development, products and services, events and communication and governance. We maintain an ongoing membership with BCA and continue to work with Supply Nation to expand indigenous supplier spend and business capability.
AustUn_F	Foundation	Australian Unity	AustUn_F_11	Economic Security	• Staff • Community	Develop a relationship with a disability organisation to support: - Disability inclusive policy - Employment pathways for people with disabilities	• Established relationship with a community organisation that engages people with disability • Informed workplace policy developed with advice and input from an organisation within the disability sector	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • Increase in policies, processes and actions to address economic inequalities	Foundation			Head of Community	April 2018	Completed	We have implemented two capability building sessions in partnership with Telstra, involving 35 Indigenous suppliers. Indigenous supplier spend has increased spend by 300 percent over FY18, and we have also increased the number of Aboriginal and Torres Strait Islander businesses that we transact with by 45 percent, significantly broadened the categories in which those businesses are engaged.
AustUn_F	Foundation	Australian Unity	AustUn_F_12	Economic Security	• Staff • Community	Actively engage and support employees to undertake skilled volunteering opportunities in community organisations to build organisational capacity inline with Australian Unity’s community focus areas	• Employees undertake skilled volunteering opportunities within community organisations to build capacity within not-for-profit organisations • Increased employee participation is tracked through a community-giving platform and HR systems	• Increased intra- and inter- sector engagement and collaboration	Foundation			Head of Community	April 2018	Partially completed	A partnership was formed with Get Skilled Access to promote pathways for people with disabilities, including an immersion session with selected Senior Managers across the business and a plan extablished to develop pathways for employment. Due to some key movements within the business, this work did not progress further, but will form part of the Community and Wellbeing Strategy. Separately, Australian Unity engaged a partner Jigsaw, employing several employees with disabilities to digitise files across numerous areas of the business. Additionally, our HR policies have been updated in consultation with industry advice to ensure inclusivity for people with a disability.
AustUn_F	Foundation	Australian Unity	AustUn_F_13	Economic Security	• Staff	Explore employment and training pathways for vulnerable groups with a focus on People with Disability, and Aboriginal and Torres Strait Islander peoples	• Formalised employment and training pathways for people from vulnerable groups • At least one placement for a person with disability through the establish employment and training pathway	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			General Manager, Capability and Learning	June 2018	Completed	A comprehensive employee community engagement program is in place, enabling employees to engage in workplace giving, volunteering and fundraising. Employees are engaged in all aspects of the program. Through 2018, there was an increased engagement in skilled volunteering, through our Australian Unity Fellowship, our partnerships with the Foundation for Young Australian's Young Social Pioneers Program and the Red Cross Young Parents program. This included business mentoring in technology, business development and marketing, and delivery of education sessions regarding finances and nutrition.
AustUn_F	Foundation	Australian Unity	AustUn_F_14	Economic Security	• Staff • Community	Establish 3 mentoring relationships to support entrepreneurial skill development in young people	• Australian Unity employees are matched with participants of the Foundation for Young Australian’s program innovation nation’ • Australian Unity supported ‘Innovation Nation’ participants have the opportunity to engage with senior leaders relevant to their projects and initiatives	• Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups	Foundation			Head of Community	February 2018	Partially completed	A partnership with Real Futures, an indigenous specialist recruitment agency and a program of information sessions in regional areas has been established, to create a clear recruitment pathway. In 2018, 17 indigenous employees were recruited into our Aboriginal Home Care business. Additionally, the Launch Into Work program launched in 2018 and has seen > 20 people who are long term unemployed, many with disabilities, engage in a training and traineeship program, with 16 securing permanent employment.
AustUn_F	Foundation	Australian Unity	AustUn_F_15	Economic Security	• Staff	Promote financial counselling as an Employee Assistance Program (EAP) option via preferred supplier as well as develop a wellbeing initiative to gain a deeper understanding of workplace related mental health issues that impact employees, their workplace satisfaction and cost to business	• Australian Unity employees have access to EAP support that also provides financial counselling • A Wellbeing Initiative will engage Home and Disability, and Aboriginal Home Care employees • Findings from the Wellbeing Initiative will provide insights into additional support for employees that may be experiencing workplace mental health issues	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Group ManagerWorkplace Relations & HR Services	April 2018	Completed	Through a partnership with the Foundation for Young Australians, two senior managers were partnered with Young Social Pioneer program participants to support the development of the mindset, skills, resources and methods to address social issues.
AustUn_F	Foundation	Australian Unity	AustUn_F_16	Economic Security	• Staff	Increase participation of employees engaged in Australian Unity’s Business School programs	• Increase participation of employees engaged in Australian Unity’s Business School programs • Increase participation in professional development opportunities from CALD, Aboriginal and Torres Strait Islander peoples, and women	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased pathways & tools for ongoing support for vulnerable groups • Increase in policies, processes and actions to address economic inequalities	Foundation			General Manager, Capability and Learning	April 2018	Partially completed	The Australian Unity EAP includes financial counselling and is accessible by all employees. Enhanced EAP promotional material has been developed and planned for launch. A wellbeing initiative for our Home and Disability and Aboriginal Home care businesses has been developed, however was put on hold to assess integration possibilities with new Safety strategy
AustUn_F	Foundation	Australian Unity	AustUn_F_17	Products and Services	• Customers • Staff	Explore levels of participation of vulnerable groups across Australian Unity’s Health, Wealth and Living platforms	• Developed understanding of vulnerable groups across Australian Unity’s Health, Wealth and Living platforms	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Group Executive, Brand, Marketing and Communications	Ongoing	Completed	More than 100 participants attended the Australian Unity Business School in 2018, completing development and leadership courses. The Accelerate leadership program participants were 50% female, and 12% were indigenous.
AustUn_F	Foundation	Australian Unity	AustUn_F_18	Products and Services	• Customers • Staff	Develop referral pathways for customers experiencing financial hardship and build capability of front-line employees to better identify and respond to customers experiencing financial hardship	• Vulnerable customer framework developed and embedded across Australian Unity • Develop a relationship with Uniting Care Kildonan’s CareRing service to support employees to participate in financial hardship, and referral training	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			General Manager, Retail, Marketing and e- Commerce	June 2018
AustUn_F	Foundation	Australian Unity	AustUn_F_19	Products and Services	• Customers • Community	Improve awareness and access to financial products and services for vulnerable groups	• Actively engage existing and new community organisations to join the Culturally and Linguistically Diverse Alliance (CALD Alliance) • Develop relationships with Financial Counselling Australia, Good Shepherd Microfinance and other community organisations	• Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration	Foundation			General Manager, Retail, Marketing and e- Commerce	July 2018
AustUn_F	Foundation	Australian Unity	AustUn_F_20	Products and Services	• Customers • Staff • Community	Enable Aboriginal and Torres Strait Islander employees and customers to participate in ‘My Moola’ financial literacy workshops	• Maintain and support the ongoing work of the First Nations Foundation to promote financial literacy for Aboriginal and Torres Strait Islander Peoples • Connect with Aboriginal Home Care Branch Managers identify financial literacy workshop opportunities	• Increase in targeted and scalable resources to build financial capabilities • Increased intra- and inter- sector engagement and collaboration	Foundation			Head of Community	April 2018
AustUn_F	Foundation	Australian Unity	AustUn_F_21	Products and Services	• Community	Work with FIAP Trailblazers and other stakeholders to evaluate opportunities for cross-industry services products	• Maintain participation and contribute to the ongoing development of the FIAP program and FIAP Community of Practice	• Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups	Foundation			Head of Community	Ongoing
QLD_F	Foundation	Queensland Government	QLD_F_01	Understanding of Financial Vulnerability	• Customers • Community	Deliver specialised financial case management to improve housing stability for disadvantaged and low-income families, particularly those from Aboriginal and Torres Strait Islander backgrounds, through the My Money pilot project in Cairns	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased pathways & tools for ongoing support for vulnerable groups • Increase in policies, processes and actions to address economic inequalities	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_02	Understanding of Financial Vulnerability	• Community	Identify a consolidated set of financial stress and exclusion indicators for Queensland to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_03	Financial Capability	• Customers • Community	Provide financial information to young Aboriginal peoples and Torres Strait Islander peoples who participate in the Youth Employment Program	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_04	Financial Capability	• Community	Improve financial education and resilience skills for young people exiting the child protection system through the Transition to Independence program	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_05	Financial Capability	• Community	Promote a broad range of services, tools and resources to improve financial literacy and enhance financial wellbeing, particularly tailored to the needs of vulnerable groups, such as women experiencing domestic violence	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_06	Financial Capability	• Community	Deliver MoneySmart workshops across Queensland to encourage teachers to deliver financial literacy concepts in their teaching curriculum and actively promote available financial literacy resources for teachers and students	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_07	Financial Capability	• Community	Emphasise the importance of financial literacy in the context of Science, Technology, Engineering and Mathematics (STEM) education and the Advancing Education plan for Queensland	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_08	Financial Capability	• Community	Develop options to improve energy outcomes for vulnerable households and deliver a consumer engagement and education campaign to promote consumer confidence in regularly choosing an electricity plan that suits their household needs	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_09	Financial Capability	• Community	Conduct a statutory review of the South East Queensland Customer Water and Wastewater Code to ensure clarity with regards to the rights and obligations of water customers and service providers, including the basis on which complaints can be made to the Energy and Water Ombudsman	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_10	Financial Capability	• Customers • Community	Deliver the Housing and Employment Program to improve the financial capacity and wellbeing of low-income households	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased pathways & tools for ongoing support for vulnerable groups • Increase in people able to meet current financial obligations • Increase in policies, processes and actions to address economic inequalities	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_11	Financial Capability	• Customers • Community	Provide Queenslanders housed in the private rental market with information, support and advocacy to support housing stability, financial education and household budgeting skills, through programs such as the Queensland Statewide Tenants’ Advice and Referral Service	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_12	Financial Capability	• Community	Build knowledge of consumer issues and financial literacy in school-aged children through the Buy Smart competition	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_13	Financial Capability	• Community	Deliver consumer and business information, education and advice on a range of topics related to consumer rights targeting vulnerable client groups and rural and remote communities	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_14	Financial Capability	• Community	Ensure the Queensland Women’s Strategy community implementation plan includes targeted actions to improve the financial literacy and capability of women, and drive improved economic security, including programs and tools to increase women’s financial capability; and support vulnerable women to achieve economic security through training and employment	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased pathways & tools for ongoing support for vulnerable groups • Increased financial capability of individuals • Increase in people able to meet current financial obligations • Increase in policies, processes and actions to address economic inequalities	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_15	Financial Capability	• Community	Support and improve financial education and resilience skills for vulnerable families, including referral to relevant agencies via Family and Child Connect, and the delivery of budget management support through the Intensive Family Support program	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_16	Financial Capability	• Community	Support individuals and families to better prepare for and recover from financially stressful disaster events and emergency incidents	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_17	Financial Capability	• Community	Support vulnerable households by increasing awareness and uptake of energy concessions and assistance, with a particular focus on eligible consumers in remote communities and those who are on-sold electricity	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in awareness and availability of appropriate financial services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_18	Financial Capability	• Community	Establish a cross-sector network to oversee the plan's implementation and maximise connections across sectors to shape stronger, integrated responses to achieving financial literacy, capability and resilience for Queenslanders	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_19	Financial Capability	• Community	Host an annual forum of high-profile corporate organisations with an interest in financial inclusion and resilience to identify shared investments towards cooperative and innovative solutions	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups • Emulation of FIAP actions by others	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_20	Financial Capability	• Community	Explore options to encourage long-term financial planning and proactive, independent decision making, including uptake of powers of attorney, advanced care directives and will-making	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services • Increased financial capability of individuals • Improved access to appropriate financial products and services • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. )	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_21	Financial Capability	• Community	The Queensland Government is working in partnership with various organisations from the community, finance and corporate sectors to develop actions responding to financial exclusion across Queensland.	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in awareness and availability of appropriate financial services • Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services • Emulation of FIAP actions by others	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_22	Economic Security	• Community	Connect young people exiting the youth justice system with financial literacy products and services as a component of work, which sets them up for employment opportunities and a sustainable future	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased financial capability of individuals • Improved access to appropriate financial products and services • Increase in people able to meet current financial obligations • Increase in policies, processes and actions to address economic inequalities	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_23	Economic Security	• Community	Support financially vulnerable Queenslanders to access subsidised vocational education and training (VET) through the Annual VET Investment Plan	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased pathways & tools for ongoing support for vulnerable groups • Increase in policies, processes and actions to address economic inequalities	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_24	Products and Services	• Community	Conduct holistic assessment of offenders’ economic circumstances (both incarcerated and community based) to enable referrals to appropriate interventions	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in awareness and availability of appropriate financial services • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_25	Products and Services	• Community	Implement the Financial Resilience Program, including a statewide network of financial resilience workers and counsellors, continued emergency relief and the establishment of two Good Money stores in Cairns and on the Gold Coast	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_26	Products and Services	• Community	Establish new support services that assist vulnerable women and families experiencing domestic and family violence to achieve a stable and empowered financial future	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_27	Products and Services	• Community	Implement the government response from the Queensland Parliamentary Inquiry into the adequacy of existing financial protections for Queensland’s seniors, including appropriate promotion of safe, affordable alternative financial services and products	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_28	Products and Services	• Community	Support individuals and families in financial crisis following a disaster to access suitable financial resources and assistance, and support sound planning and financial decisions	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_29	Products and Services	• Community	Examine options to improve more equitable access to the Home Energy Emergency Assistance Scheme to assist at-risk energy consumers to pay their electricity and/or gas bills	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services • Increase in people able to meet current financial obligations	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_30	Products and Services	• Customers • Community	Deliver specialised financial wellbeing, support services and referrals to those experiencing or at risk of homelessness, including specialist support in budgeting and debt management through the Homelessness Program, including services explicitly targeting women and children experiencing domestic and family violence	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services • Increase in policies, processes and actions to address economic inequalities	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_31	Products and Services	• Community	Provide proactive and preventative support, including information, advice and financial assistance, to private market households in need, through the delivery of the RentConnect program	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased pathways & tools for ongoing support for vulnerable groups • Increased financial capability of individuals	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_32	Products and Services	• Community	Protect vulnerable Queensland tenants through the vigilant monitoring and auditing of level three residential service providers to ensure financial support offered to residents is transparent and accountable	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased intra- and inter- sector engagement and collaboration	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_33	Products and Services	• Community	Assist people to recover from violent crime through the provision of financial assistance to eligible victims, and information and referral to support services	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_34	Products and Services	• Community	Provide counselling, support and referrals for Queenslanders affected by problem gambling to address and respond to financial hardship	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_35	Products and Services	• Community	Explore opportunities to improve the accessibility of existing options, and expand the range of non-monetary options available to customers experiencing financial hardship	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_36	Products and Services	• Community	Provide free, confidential financial counselling specifically targeting primary producers, fishers, forest growers, harvesters and related small businesses experiencing financial hardship in Queensland through the Commonwealth Government Rural Financial Counselling Service	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_37	Products and Services	• Community	Link individuals and families accessing neighbourhood centres, particularly people affected by domestic and family violence, to specialist services, including financial resilience services, through the Community Connect initiative	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_38	Products and Services	• Community	Work with state and national partners, including the finance sector, to continue to extend and promote the range of safe, affordable lines of credit, microfinance and insurance options for those experiencing financial distress	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
QLD_F	Foundation	Queensland Government	QLD_F_39	Products and Services	• Customers	Explore opportunities through the Queensland Government One-Stop Shop initiative to better link clients experiencing financial stress and exclusion to appropriate financial services and supports	• Queensland will identify a consolidated set of financial stress and exclusion indicators to inform continued monitoring and evaluation, and determine future priorities of the Queensland Financial Inclusion Plan.	• Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services	Foundation			Queensland Government	The Minister for Communities will release an annual report card outlining the progress made and showcasing success stories.
FCG_F	Foundation	Flight Centre	FCG_F_01	Products and Services	• Customers • Staff	Offer Financial Planning, Home Loan Brokerage and Tax Planning	• Deliverance of xx FP consultations • xx $ saved for Home Loans, xx tax returns	• Increase in awareness and availability of appropriate financial services • Increase in targeted and scalable resources to build financial capabilities • Improved access to appropriate financial products and services • Increased financial capability of individuals	Foundation			Business Leaders, Team Leaders	Ongoing	Partially completed	This is ongoing as it is the basic deliverable for our business. Numbers are tracking slightly lower than expected due to lower staff numbers and staff not being replaced quickly enough. Total interactions across all activities is just over 16000. Includes planning, coaching, education, tax , claims, reach outs, follow ups and home loan
FCG_F	Foundation	Flight Centre	FCG_F_02	Products and Services	• Customers	Provide 1-1 coaching sessions with clients to establish individual needs and goals	• xx Money Coaching Sessions conducted	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Fundamentals Business leader, MC Team Leader	Ongoing	Completed	A Money Coach session is available at no charge to any client who requests it. These sessions are available face to face, over the phone or via video conference.
FCG_F	Foundation	Flight Centre	FCG_F_03	Products and Services	• Customers • Staff	Produce Goal Oriented action plans and recommendations assisting clients to improve current and future financial position	• Deliverance of xx MoneyPlans	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Money Coaches	Ongoing	Completed	Money Plans are generated via automation functionality. They are customised to the client’s situation and to their goals and needs. A Money Plan is generated immediately following a session with a Money Coach. 2204 have been delivered which is lower than expected due to lower than desired Money Coaches on staff
FCG_F	Foundation	Flight Centre	FCG_F_04	Products and Services	• Customers • Staff	Provide specialised niche consultations eg: Crisis Care, Parental Leave, Back to Work	• Provide xx specialised niche consultations	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Wealth Business Leader	Ongoing	Completed	We have delivered 294 Speciality consults. These sessions are at no charge to the user. They provide specialised advice and education in areas where financial vulnerability is a reality. Will continue as an ongoing initiative
FCG_F	Foundation	Flight Centre	FCG_F_05	Products and Services	• Customers • Staff	Access to free Financial Literacy and Capability website	• Enhanced literacy and capability website with personalised data capabilities	• Increase in targeted and scalable resources to build financial capabilities • Improved access to appropriate financial products and services	Foundation			Fundamentals Business leader, MC Team Leader	Ongoing	Completed	Website is available for use for all clients of Moneywise. It provides ready access to a broad and deep range of financial education and capability literature, videos, quizzes and tools.
FCG_F	Foundation	Flight Centre	FCG_F_06	Products and Services	• Customers • Suppliers • Staff	Customised superannuation and insurance products with low fees, quick claim process, no medical exceptions within 120 days	• xx Clients on the Corporate Super Plan • xx Clients on customised insurance	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Improved access to appropriate financial products and services	Foundation			Business Leaders, Team Leaders	Ongoing	Completed	All FCTG employees are able to access this customised super and insurance product. The advantage of this product is the superior protection it offers in terms of waiting periods and the underwriting process which includes no medical exceptions if joined within the first 120 days of employment. A trigger based communication reminds all new starters when they are close to the 120 day period
FCG_F	Foundation	Flight Centre	FCG_F_07	Products and Services	• Customers • Suppliers • Staff	Extend the Home Loan interest reduction program	• $xx saved	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Wealth Business leader,Home Loans Dicipline Leader	Ongoing	Completed	Have reached $1.1M YTD June 19
FCG_F	Foundation	Flight Centre	FCG_F_08	Products and Services	• Customers • Suppliers • Community	Liase with the Flight Centre Foundation to assist clients and family members with financial stress and claims at times of trauma	• Specialised consultations as required	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • More partnerships and collaboration to support vulnerable groups	Foundation			Wealth Team Leaders	Ongoing	Completed	This is an ongoing consultation Moneywise provides to clients experiencing medical trauma and possibly even death. This is a highly personalised service designed to relieve individuals and families of the stress involved in administration and understanding of what they need to do.
FCG_F	Foundation	Flight Centre	FCG_F_09	Products and Services	• Suppliers	Work with the ATO to provide maximum compliant benefits for the Travel Industry	• Complete list of claimable items for the travel industry	• Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups	Foundation			Head of tax	Ongoing	Partially completed	No comment provided
FCG_F	Foundation	Flight Centre	FCG_F_10	Products and Services	• Customers • Suppliers	Employ a Claims Specialist to liaise with suppliers on behalf of clients and family members	• xx % successful claims • xx % completed claims	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased intra- and inter- sector engagement and collaboration	Foundation			Wealth Business Leader, Wealth team Leaders	Ongoing	Completed	Claims specialist role successfully in place and embedded within the business. To date 100% successful claims. This means that our clients can leave all the admin and liaising with insurance vendors to us to act in their best interests to ensure the best outcome for the client.
FCG_F	Foundation	Flight Centre	FCG_F_11	Products and Services	• Community	Foster partnerships with relevant community services such as National Debt Hotline, Financial Counselling Australia, GSM, Kildonan	• xx specialised interactions	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased intra- and inter- sector engagement and collaboration • Increased awareness of FIAP program and its goals • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			Fundamentals Business Leader, Money Coach Team Leader	Ongoing	Completed	Ongoing Masterclass training with various expert external organisations has been continued. This training is highly valued and assists in upskilling our Money Coaches. This initiative will continue.
FCG_F	Foundation	Flight Centre	FCG_F_12	Products and Services	• Customers • Staff	Develop our Customer Management System (CMS) further	• Tailored content on the MWG web-site and direct to the client • Provide staff with an assessment of how well clients understand the need to manage finances	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in targeted and scalable resources to build financial capabilities	Foundation			Fundamentals Business Leader	Ongoing	Completed	Now an ongoing and permanent part of our customer framework, helping to scale our tailored advice and education.
FCG_F	Foundation	Flight Centre	FCG_F_13	Products and Services	• Staff	Employ, train and develop qualified financial services practitioners who are people oriented and passionate about financial inclusion	• Expert work force skilled at improving clients financial situation and building resilience	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Business Leaders, Team Leaders	Ongoing	Completed	We continue to employ highly empathetic and qualified people
FCG_F	Foundation	Flight Centre	FCG_F_14	Products and Services	• Customers • Staff	Employ a Superannuation Rollover and Consolidation Specialist	• xx superannuation consultations providing client-centric solutions • Greater efficiencies via a steamlined and specialised service	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Wealth Team Leaders	March 2018	Completed	Superannuation Specialists & Consultations live
FCG_F	Foundation	Flight Centre	FCG_F_15	Products and Services	• Customers	Implement Money Coaches within all areas of the FCTG network nationally (currently only retail)	• xx Moneycoaches • xx Moneycoach consultations • xx Moneycoach Inductons	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Increased pathways & tools for ongoing support for vulnerable groups • Increased financial capability of individuals	Foundation			CX Implementation Specialist	February - December 2018	Partially completed	Due to lower than expected Money Coach numbers we are still in the process of widening the reach of this invaluable and complimentary service so that it is available to all FCTG employees
FCG_F	Foundation	Flight Centre	FCG_F_16	Products and Services	• Customers	Develop an independent, self-serve digital platform to enable clients to better manage superannuation and insurance	• A Superannuation Portal available to all clients • xx clients engaged in corporate super	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Business Leaders, Strategic Projects	Jan-18
FCG_F	Foundation	Flight Centre	FCG_F_17	Products and Services	• Customers • Staff	Develop a gamified needs qualification survey to match client needs with the optimal resource	• Implement a gamified Needs Qualification Survey	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Fundamentals Leader, Strategic Projects	June 2018	Partially completed	In progress, launching as a Learning Management System 29 July 2019
FCG_F	Foundation	Flight Centre	FCG_F_18	Products and Services	• Staff	Explore viability of the MWG value proposition with external organisations	• Identification of opportunites to increase the reach of Financial Services, advice and support as a staff benefit in external organisations	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in targeted and scalable resources to build financial capabilities • Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration	Foundation			Business Leaders	June 2018	Not commenced	No comment provided.
FCG_F	Foundation	Flight Centre	FCG_F_19	Products and Services	• Customers • Community	Partner with GSM (good Money) to offer dedicated financial counselling service for customers in high stress	• A dedicated FCTG Financial Counsellor	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups	Foundation			Money Coach Team Leader	March 2018	Not commenced	In discussions with new EAP partner in order to facilitate as part of FCTG’s EAP process.
FCG_F	Foundation	Flight Centre	FCG_F_20	Products and Services	• Suppliers • Community • Customers	Explore relationships with partners and FIAP Trailblazers to provide responsible lending and insurance products	• Review traditional products with a view to supplementing or changing these products	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration	Foundation			Fundamentals Business Leader	June 2018	Not commenced	This has proved challenging due to our own decision not to align with any specific banking solutions due to the potential conflict in value propositions.
FCG_F	Foundation	Flight Centre	FCG_F_21	Products and Services	• Customers • Staff • Suppliers • Community	Develop Expo days for suppliers and partners to provide expert advice to clients - superannuation, health insurance, life/TPD & trauma, lending	• Financial Inclusion EXPO Day	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration	Foundation			CX Implementation Specialist	June 2018	Completed	IOOF & BUPA regular days in Head Office, Developed EXPO style with partners and it is ongoing.
FCG_F	Foundation	Flight Centre	FCG_F_22	Products and Services	• Customers	Trial and develop Robo assistance and advice for increasing financial awareness and developing Financial Fundamentals	• Robo Advice Platform	• Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals	Foundation			Business Leaders	December 2018	Partially completed	In progress, launching as a Learning Management System 29 July 2019
FCG_F	Foundation	Flight Centre	FCG_F_23	Financial Capability	• Customers	Encourage and develop our model of empowerment actively by increasing awareness of the need to take control of personal finances	• Ongoing communication calendar and activation plan	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Moneywise Global	Ongoing	Completed	Various marketing and education initiatives in place and ongoing. Takes the form of email campaigns, social media and one-to-many events
FCG_F	Foundation	Flight Centre	FCG_F_24	Financial Capability	• Customers	Educate and provide content and tools on how to change attitude and behaviour	• Enhanced financial education and literacy website • Every client has a personalised WISE ON Dashboard	• Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals	Foundation			Fundamentals Business leader	Ongoing	Completed	"Website is available for use for all clients of Moneywise. It provides ready access to a broad and deep range of financial education and capability literature, videos, quizzes and tools."
FCG_F	Foundation	Flight Centre	FCG_F_25	Financial Capability	• Customers • Suppliers	Gamified Learning Experiences e.g. EG MWG Sharemarket Challenge	• Digital gamified learning challenges	• Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals	Foundation			Fundamentals Business leader	Ongoing	Completed	Over 5000 FCTG people have engaged with our annual and exclusive ASX sharemarket challenge.
FCG_F	Foundation	Flight Centre	FCG_F_26	Financial Capability	• Staff • Customers	Build the capability of front line staff via Masterclasses on specialised topics such as Centrelink Benefits, the value of insurances, superannuation, estate planning, banking structures, tax reduction strategies etc	• A fully equipped workforce confident with the knowledge they have to provide appropriate and immediate solutions tailored to client needs	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Team Leaders	Ongoing	Completed	Ongoing Masterclass training with various expert external organisations has been continued. This training is highly valued and assists in upskilling our Money Coaches. This initiative will continue.
FCG_F	Foundation	Flight Centre	FCG_F_27	Financial Capability	• Staff	Facilitate 'Client Share & Learn' and Role Play Sessions	• Weekly staff development collaboration	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Team Leaders	Ongoing	Completed	These sessions are held weekly with all Money Coaches. Sharing client stories and learning from each other has proved highly successful and helps facilitate a richer tool kit for all our Money Coaches, which ultimately benefits our clients in increasing their financial capability
FCG_F	Foundation	Flight Centre	FCG_F_28	Financial Capability	• Staff	Analysis of client files and debriefing on ways to improve	• Monthly assessment framework highlighting areas for development and training recommendations	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Compliance Business Leader, Team Leaders	Ongoing	Completed	Files are regularly audited and actions put into place to adjust staff capability to ensure compliance and also to optimise the client experience.
FCG_F	Foundation	Flight Centre	FCG_F_29	Financial Capability	• Staff • Customers	Elicit client feedback and realign client experiences accordingly	• Conduct the Csat Survey	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Customer Experience Implementation Specialist	Ongoing	Completed	Complete. NPS Launched Jan 2019. Ongoing. Results reported monthly
FCG_F	Foundation	Flight Centre	FCG_F_30	Financial Capability	• Customers • Community	Use Financial Stress Indicator (FSI) data to measure and report on overall workplace stress	• FSI results published monthly • Offer Reach Out Consultations for clients with a high stress indicator	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Financial Advisers, Money Coaches	Ongoing	Completed	No comment provided
FCG_F	Foundation	Flight Centre	FCG_F_31	Financial Capability	• Customers • Community • Suppliers	Implement the WSSA Financial Wellness survey again		• Increase in people able to meet current financial obligations	Foundation			Fundamentals Business Leader	TBC
FCG_F	Foundation	Flight Centre	FCG_F_32	Financial Capability	• Customers • Staff	Launch and deploy 'WiseUp' Quiz Financial Awareness Survey	• A survey designed to measure levels of awareness of the need to take control of finances	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in targeted and scalable resources to build financial capabilities	Foundation			Fundamentals Business Leader	December 2017	Completed	Launched and topline reporting available N=3438 as at 18 June
FCG_F	Foundation	Flight Centre	FCG_F_33	Financial Capability	• Customers • Suppliers	Develop additional gamified intiatives and associated engagement campaigns. EG Risk/Reward Profile	• Digital gamified learning challenges	• Increase in targeted and scalable resources to build financial capabilities • Increased intra- and inter- sector engagement and collaboration • Increased financial capability of individuals	Foundation			Fundamentals Business Leader	Ongoing	Not commenced	No comment provided
FCG_F	Foundation	Flight Centre	FCG_F_34	Financial Capability	• Customers	Establish digital education modules to increase financial awareness and control via internal staff training system, and explore ways to develop certification.	• A formal points based education program within the broader organisational learning environment	• Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals	Foundation			Customer Experience Implemantation Specialist	June 2018	Partially completed	In progress, launching as a Learning Management System 29 July 2019
FCG_F	Foundation	Flight Centre	FCG_F_35	Financial Capability	• Customers • Suppliers • Community	Work with Colmar Brunton to understand Awareness Measure results and associated relationships with resillience, stress and wellness	• Publish a Research report	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Fundamentals Business Leader	December 2018	Not commenced	No comment provided.
FCG_F	Foundation	Flight Centre	FCG_F_36	Financial Capability	• Customers • Staff	Develop new ways of identifying customers who are high risk if they don't change current behaviour	• Implement a Diagnostic Measurement Tool	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Business Leaders, Team Leaders	August 2018	Partially completed	"This is in progress. We have initiated contact with our new Employee Assistance provider ‘Benestar’ and are in the process of setting up training for Money Coach Employee’s."
FCG_F	Foundation	Flight Centre	FCG_F_37	Financial Capability	• Customers	Harvest client data via Money Coach consults to develop customised 1 to 1 behaviour change solutions and better inform the development of product and service offerings	• Use automated marketing capability to deploy 1 to 1 messages and strategies. For example, super booster, insurance review, debt reduction	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased pathways & tools for ongoing support for vulnerable groups • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. )	Foundation			Fundamentals Business Leader	Ongoing	Completed	Complete. Automated comms for following triggers: s commence employment s 6 weeks s 3 mths s 6 mths s 12 mths s BDN expiration s 120 days Super join
FCG_F	Foundation	Flight Centre	FCG_F_38	Financial Capability	• Staff	Provide Resilience Training for Money Coaches	• Training programs that develop and/or enhance resilience to improve health, well-being, and quality of life	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Money Coach Team Leader	March 2018
FCG_F	Foundation	Flight Centre	FCG_F_39	Financial Capability	• Staff • Customers	Build Money Coaches capability in identifying and directing vulnerable clients to appropriate resources	• Staff training to increase knowledge of appropriate referral pathways and resources	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Money Coach Team Leader	Ongoing	Completed	Ongoing, weekly training occurs with all Money Coaches. In addition 1 on 1 training and regular planning days are also used as forums to increase and expand capability
FCG_F	Foundation	Flight Centre	FCG_F_40	Financial Capability	• Staff • Customers	Implement new Customer Management Framework	• Data that informs client’s overall needs so we can provide a more relevant experience and develop a deeper, mutually beneficial relationship	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Business Leaders, Team Leaders	Jan-18
FCG_F	Foundation	Flight Centre	FCG_F_41	Financial Capability	• Community • Customers • Staff	Work with FIAP trailblazers to establish cross-industry opportunites to share insights and knowledge	• Participation in FIAP initiatives • Development of new financial inclusion initiatives	• Increased intra- and inter- sector engagement and collaboration • Increased awareness of FIAP program and its goals • Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Emulation of FIAP actions by others • Advocacy for policy and regulatory change	Foundation			Fundamentals Business leader, Money Coach Team Leader	Ongoing	Completed	No comment provided
FCG_F	Foundation	Flight Centre	FCG_F_42	Understanding of Financial Vulnerability	• Staff	Promote financially inclusive decisions and behaviours in our own culture	• Regular reviews and 'check-ins' with staff to ensure they are on track with their own financial goals	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Business Leaders, Team Leaders	Ongoing	Completed	Moneywise continues to support all clients of FCTG and Moneywise team members in developing ongoing healthy financial habits.
FCG_F	Foundation	Flight Centre	FCG_F_43	Understanding of Financial Vulnerability	• Staff	Foster a culture that promotes and values continuous self development, collaboration and constructive problem solving by providing an annual training budget, regular team conferences, share and learn sessions, training by experts and recognition for proactive behaviours	• Staff Career Development Plans which promote autonomy, mastery and purpose	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Moneywise Global	Ongoing	Completed	Moneywise provides regular skill, mindset and leadership training to all staff.
FCG_F	Foundation	Flight Centre	FCG_F_44	Understanding of Financial Vulnerability	• Staff	Promote our cultural agenda (people matter) as the most important	• A sustainable 'purpose' driven business achieving sound commercial outcomes	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Moneywise Global	Ongoing	Completed	This is at the heart of the Moneywise vision. We exist to open up a world of Financial Possibilities
FCG_F	Foundation	Flight Centre	FCG_F_45	Understanding of Financial Vulnerability	• Customers	Build on our Transition to Retirement Program to educate and prepare the 50+ age group in our workforce for retirement	• Bespoke financial plans with customised products catering to the individual needs of 50+ age group with a particular focus on optimising retirement income and also protection of family members	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased financial capability of individuals • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Improved access to appropriate financial products and services	Foundation			Financial Advisers	Ongoing	Partially completed	Less emphasis than desired due to lower than expected Moneywise advisers skilled in this area of advice. Plan is to build this area over time.
FCG_F	Foundation	Flight Centre	FCG_F_46	Understanding of Financial Vulnerability	• Customers • Staff • Suppliers • Community	Work with FCTG and suppliers to create community programs for Vulnerable groups - Foodbank, Young Care	• Education and empowerment programs delivered to vulnerable community groups	• Increase in targeted and scalable resources to build financial capabilities • Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Increased financial capability of individuals	Foundation			Customer Experience Implementation Specialist	December 2018	Completed	Resilience training completed September 22nd and 23rd. Will repeat annually
FCG_F	Foundation	Flight Centre	FCG_F_47	Understanding of Financial Vulnerability	• Staff • Customers	Work with FCTG HR to implement and evolve support for New Parents program (Parentwise)	• Bespoke financial plans with customised products catering to new parents, particularly mothers who often struggle with returning to work after maternity leave	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Improved access to appropriate financial products and services	Foundation			Customer Experience Implementation Specialist	Ongoing	Completed	Custom content provided on a monthly basis. Regular attendance at Parentwise events in addition to specialist consultations.
FCG_F	Foundation	Flight Centre	FCG_F_48	Understanding of Financial Vulnerability	• Customers • Community	Develop an awareness, education and capability program for women aged 40 plus with low super balances	• Education modules and customised content tailored to a vulnerable segment of our community • XX specialised consults for Women 40+	• Increase in targeted and scalable resources to build financial capabilities • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Business Leaders, Team Leaders	May 2018	Completed	Womenwise event with focussed session on Financial Matters effecting woman. Will continue to develop awareness during our presentation and engagement with clients. Dedicated events planned for future, for e.g. Women and Super
FCG_F	Foundation	Flight Centre	FCG_F_49	Understanding of Financial Vulnerability	• Customers	Develop an awareness, education and capability program for families who are under insured	• Enhanced financial literacy content and communication focused on insurance • XX insurance reviews	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services	Foundation			Business Leaders, Team Leaders	May 2018	Completed	Spent a vast amount of our capacity around this area especially give the PYS legislation and the MWG Expo’s. Will continue to develop awareness during our presentation and engagement with clients.
FCG_F	Foundation	Flight Centre	FCG_F_50	Understanding of Financial Vulnerability	• Staff • Customers • Community	Work with FCTG HR, Employee Assistance Programs and other partners to provide safe pathway out of vulnerability	• Improved financial hardship processes for vulnerable clients	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Customer Experience Implementation Specialist	May 2018
FCG_F	Foundation	Flight Centre	FCG_F_51	Understanding of Financial Vulnerability	• Customers	Launch specialised team consults and Lunch and Learns focusing on Woman & Finance	• Deliver 6 Women and Finance Lunch and Learns	• Increase in targeted and scalable resources to build financial capabilities	Foundation			Customer Experience Implementation Specialist	August 2018
FCG_F	Foundation	Flight Centre	FCG_F_52	Economic Security	• Customers • Staff	Work with HR, Tax and Payroll to review workplace policies for financial inclusivity	• Recommendations on ways to improve the policies	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Customer Experience Implementation Specialist	Ongoing	Not commenced	Several other organisation wide initiatives have led to a deprioritisation. Focus has been on gender diversity and flexibility.
FCG_F	Foundation	Flight Centre	FCG_F_53	Economic Security	• Customers • Staff • Community • Suppliers	Support vulnerable clients with free reach out services and financial advice	• Deliver xx Reach Out consultations	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Financial Advisers, Money Coaches	Ongoing	Completed	We have had 205 reach outs throughout the financial year. This is a highly valued service and will continue. Investigating upskilling to offer financial counselling in house.
FCG_F	Foundation	Flight Centre	FCG_F_54	Economic Security	• Customers • Staff • Community	Offer redundancy advice and support	• Bespoke consulations and plans provided as required	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Financial Advisers	Ongoing	Completed	"These consultations ensure staff who are leaving due to redundancy have a good plan in place and are able to maximise various benefits available"
FCG_F	Foundation	Flight Centre	FCG_F_55	Economic Security	• Staff • Customers • Community	Train frontline staff on financial issues that impact women	• Specialised staff training program	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Customer Experience Implementation Specialist, Financial Advice Team Leader	April 2018	Completed	Ongoing training schedule in the form of weekly Masterclasses
FCG_F	Foundation	Flight Centre	FCG_F_56	Economic Security	• Staff • Community • Suppliers	Expand the reach of our value proposition to external organisations	• Awareness Campaign to external organisations • xx external clients	• Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration	Foundation			Business Leaders	June 2018	Not commenced	No comment provided
FCG_F	Foundation	Flight Centre	FCG_F_57	Economic Security	• Customers • Suppliers • Community	Generate quarterly report using data from FSI, Awareness Measure, financial data and demographics	• Provide insight into variables impacting financial awareness • Provide a longitudinal view	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Fundamentals Business leader, Strategic Projects	March 2018	Partially completed	Compass reporting on FSI used monthly. Plan is now to use Awareness Measure alongside New “Mojo” LMS Literacy platform to generate longitudinal metrics as people progress through the modules and over time.
AGL_F	Foundation	AGL	AGL_F_01	Products and Services	• Customers	Continue to evolve products and pricing to address the financial circumstances of all AGL customers	• A broad suite of products and pricing tailored to different financial situations.	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Product and Pricing	Ongoing	Completed	Throughout 2018 and 2019 AGL has continued to evolve its products and pricing while maintaining a focus on innovation as well as customers vulnerable to increasing energy costs. For these customers, product and pricing developments have included: the extension of our Victorian Price Relief program for a further 12 months ensuring that no concession customer on Standing Offer experienced a price rise; expanding eligibility for the AGL Safety Net discount (an automatic discount applying to residential and small business customers who have been on a standing offer with AGL for one-year or more); periodic review to ensure customers participating on our hardship program are on the most suitable product for their needs; and the removal of late payment fees fo
AGL_F	Foundation	AGL	AGL_F_03	Products and Services	• Customers	Provide tailored payment plan solutions and research a formal debt relief and payment incentive model for customers experiencing payment difficulties.	• A revised payment arrangement framework. • A publicly available debt relief and payment incentive framework for hardship customers.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Customer Operations	September 2018	Completed	After an initial launch in late January in WA, ‘Pay My Way’ was rolled out across all States in May 2018 with over 4,000 customers having taken it up. This service allows customers to make regular weekly, fortnightly or monthly payments towards their bills. The instalment amounts are of the customer’s choosing provided the balance is paid by the bill due. This new service is additional to existing flexible payment options for customers, such as bill smoothing, monthly billing and tailored payment plans established through participation on AGL’s hardship program Staying Connected. In addition to expanding the options for customers seeking flexibility in meeting payment commitments, a $50m debt relief and payment incentive framework was launched in August 2018 to assist customers participating on AGL’s hardship program, Staying Connected. This resulted in over 33,000 customers receiving support between Sep-Dec 2018 and 6,000 customers who were able to graduate from the Staying Connected program.
AGL_F	Foundation	AGL	AGL_F_04	Products and Services	• Customers	Continue to provide solutions to enable customers to be more engaged with their energy	• Implement Energy Insights	• Increase in awareness and availability of appropriate financial services	Foundation			Customer Operations	June 2018	Completed	In May 2018 AGL launched Energy Insights, a tool designed to enable customers with smart meters to take more control over their energy use. Customers receive a personalised email which breaks down energy use into categories such as heating/cooling, standby and hot water, explains the cost associated with each and provides relevant energy efficiency advice. These powerful insights demystify energy consumption and help customers make informed decisions on their energy usage behaviours and take action to reduce their energy costs. AGL worked with customers, industry and advocacy groups in the creation of the solution, and undertook dedicated customer research including in-home behavioural interviews, a pilot with 3,000 Victorian smart-meter customers, surveys and feedback sessions.
AGL_F	Foundation	AGL	AGL_F_05	Financial Capability	• Customers	Make it easier for customers to access support.	• Deliver a new online portal housing Concessions and Grants information to educate and link customers to support.		Foundation			Customer Operations	April 2018	Completed	AGL launched Here to Help in 2018, with further improvements being made to the portal throughout the year based on customer feedback and testing. Using the portal customers are able to: identify eligibility for government grants and energy rebates; set up flexible payment arrangements; connect with financial counsellors; access information on Staying Connected, AGL’s hardship program; access energy saving tips - and build a personalised Action Plan, which can be emailed for future reference. By March 2019 there had been over 54,000 unique visits to the portal, with 50% of customers going on to create an Action Plan to assist them with their situation. Over 2000 customers had initiated an Utility Relief Grant Scheme application or Home Energy Emergency Assistance Scheme application through the site, which resulted in over $156,000 in these grants being applied to customer accounts via the portal.
AGL_F	Foundation	AGL	AGL_F_06	Financial Capability	• Customers	Provide training to all frontline staff to ensure needs based conversations are happening with all customer.	• All staff have received training.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Customer Operations	December 2018	Completed	Throughout FY 18 and 19, AGL has continued to include needs-based training as part of its training for all frontline staff. Once the ‘Assess Needs’ module is completed, frontline staff are able to navigate the barriers to displaying empathy with customers, explain the different types of needs customers might have, and effectively use different questioning techniques to uncover customer needs.
AGL_F	Foundation	AGL	AGL_F_07	Financial Capability	• Staff	Continued promotion of AGL's Family and Domestic Violence policy and roll out of training and awareness sessions to all employees of AGL.	• Continue to promote the AGL Family and Domestic Violence Support policy including access to 10 paid leave days to impacted employees, and offer training and awareness sessions to all employees including introduction of a new Domestic Violence Hotline thro	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			People & Culture	December 2018	Completed	AGL’s Safe Space - Family and Domestic Violence Training for people leaders and separate session for employees was offered to people across AGL in 2018. In total, approximately 1,500 employees across AGL sites have attended Safe Space Training in the last 12 months. A Domestic Violence Hotline has also been introduced through the Employee Assistance Program. Frontline staff also receive specific training on AGL’s family and domestic violence policy to support customers. In addition, AGL ran a Safe Space campaign to coincide with UN International Day for the Elimination of Violence against Women featuring employees sharing message of respect and where to go to receive support. At Loy Yang, AGL hosted a Respectful Relationships Exhibition featuring winning artwork from local schools in the Gippsland Region, and a Family Violence Champions Group was established.
AGL_F	Foundation	AGL	AGL_F_08	Understanding of Financial Vulnerability	• Customers	Advocate for support measures which deliver an adequate social safety net for all Australians	• Regulatory and policy submissions focus on economic inclusion and call out the need for an increase in adequate social security	• Advocacy for policy and regulatory change	Foundation			Economic Policy and Sustainability	Ongoing	Completed	In January 2019, a research paper by members of AGL’s applied economics and policy team (The drivers of energy-related financial hardship in Australia) was published in the journal Energy Policy. Amongst other things, this research highlighted the current inadequacy of ocial safety nets and the need to review and reform the mechanism for setting the rate of social payments. Other recommendations included the ongoing pursuit of energy concessions reform and addressing barriers to energy efficiency improvements in low income and tenanted properties. A number of submissions to policy and regulatory processes have also highlighted this issue, or touched on other financial inclusion issues.
AGL_F	Foundation	AGL	AGL_F_10	Understanding of Financial Vulnerability		Continue to participate as a member of the Australian Veterans Employment Coalition	• A specialised recruitment process for veterans	• More partnerships and collaboration to support vulnerable groups	Foundation			People & Culture	Ongoing	No longer planned	AGL’s Diversity and Inclusion strategy has been refreshed and our commitments as part of the FIAP have been aligned to the focus areas for FY19/20: Family and Domestic Violence, Gender Equality, Flexibility and LGBTI+ inclusion. Initiatives are in place to support and encourage employment opportunities for these groups through specific training in the Recruitment team to be confident recruiters across these areas of focus and ensure inclusive language in all job advertisements.
AGL_F	Foundation	AGL	AGL_F_11	Understanding of Financial Vulnerability	• Staff	Continue to promote polices and practices which seek to overcome the barriers experienced by diverse communities	• Increased promotion and the continued evolution of AGL diversity programs such as the Equality Program, Shine and NAIDOC	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			People & Culture	Ongoing	Completed	AGL’s diversity and inclusion programs continued to be strongly promoted during 2018/19. This included International Women’s Day 2019 celebrations and increased focus for women and girls to consider career pathways in STEM, hosting events with STEM Sisters and Robogirls. Membership of AGL’s Shine network, focusing on LGBTI+ inclusion, continued to grow throughout 2018 and AGL has been awarded Gold Employer status for LGBTI+ inclusion at AWEI for second year running. The last 12 months have seen sponsorship and employee participation in events such as Midsumma Festival, Mardi Gras Film Festival and Adelaide Feast Fest and Gippsland Pride Cup, the Broken Heel Festival, and Wear It Purple Day celebrations across our sites. A Melbourne foyer exhibition ‘Never been a better time to Shine’ featured our own people’s stories around their connection to the LGBTI community. AGL’s Indigenous Engagement Working Group (IEWG) leads NAIDOC celebrations and National Reconciliation Day with awareness, education and events. A
AGL_F	Foundation	AGL	AGL_F_12	Economic Security	• Customers	Advocate for policy and regulatory frameworks that do not result in social and economic exclusion, both within and outside of the energy sector	• Engagement with regulators and policy makers to highlight the importance of financial inclusion • Submissions into regulatory and policy changes that focus on financial inclusion	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			Economic Policy and Sustainability	Reviewed Annually	Completed	In addition to the published research discussed above (The Drivers of Energy Related Financial Hardship), AGL has continued to contribute to discussion on question related to social and economic inclusion. AGL is a founding partner of the Thriving Communities Partnership which is focussed on progressing research and practices which ensure that all Australian have access to the modern essential services they require to thrive. Through this partnership, AGL has co-funded research undertaken by the Melbourne University Social Equity Institute considering practices to support consumers with cognitive disabilities. Following engagement with the Australian Energy Regulator, AGL was the first retailer to include in its hardship policy new measures for the early identification of customers experiencing difficulty paying their bills. The initiatve embraces predictive solutions to identify customers at risk of payment difficulty and proactively communicate the supports available through our hardship program, Staying Co
AGL_F	Foundation	AGL	AGL_F_13	Economic Security	• Community • Local Suppliers	Design processes to support the sustainability of our small business partners in local communities.	• Change the accounts payable process to reduce payment timeframes for local suppliers	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in people able to meet current financial obligations	Foundation			Procurement	June 2018	Completed	AGL is a signatory to the small business supplier payment code. The code is a voluntary initiative to ensure small business suppliers are paid promptly and on time. The code commits signatories to: - pay eligible Australian small business suppliers on time and within 30 days of receiving a correct invoice, and - help suppliers implement new technologies and practices to speed up invoicing. In 2018, AGL delivered the system changes necessary to meet its commitments under the code.
AGL_F	Foundation	AGL	AGL_F_14	Economic Security	• Local Suppliers • Community	Ensure that transition plans identify and mitigate where applicable local businesses likely to be impacted in communities where AGL has a plan to transition away	• A segmentation model which highlights the local businesses which are most vulnerable to the change	• Increase in people able to meet current financial obligations • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. )	Foundation			Procurement	December 2018	Completed	This action was focussed on supporting the community in the La Trobe Valley. AGL, in partnership with Federation University, developed the Enterprise Development Program, a free business development course offered to local vendors vulnerable to change following the closure of Hazelwood and the transition of the local economy away from coal. A segmentation model was developed including an application form and evaluation scorecard.
AGL_F	Foundation	AGL	AGL_F_15	Economic Security	• Local Suppliers • Community	Where AGL is transitioning out of local communities such as Latrobe Valley and Hunter Valley, we will contribute to the sustainability of the local economy	• Evolve and implement the Transition Plans for Hunter and La Trobe and ensure coverage across Education, Community, and Local business	• Increased economic resources • Increase in people able to meet current financial obligations	Foundation			Community Relations	Ongoing	Completed	AGL has developed and continues to evolve a Transition Plan to support our transition away from coal in the Hunter Valley and the Latrobe Valley. This plan includes organisational commitments and specific frameworks and activities designed to support local communities. This Transition Plan will be dynamic and will continue to develop as our knowledge, experience, and partnerships develop and be guided by community needs. Initiatives developed pursuant to the plan in 2018 include the formation of the Loy Yang Community Dialogue Group, continued engagement through the Hunter Energy Transition Alliance, the establishment of Transition Support Funds at both AGL Loy Yang and AGL Macquarie, continued support of the Enterprise Development Program and the launch of the Liddell Innovation Project.
CWW_F	Foundation	City West Water	CWW_F_01	Understanding of Financial Vulnerability	• Community	Implement CWW Innovate Reconciliation Action Plan 2017-2019	• Implementation of Relationship, Respect and Opportunity outcomes of RAP	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Increase in policies, processes and actions to address economic inequalities	Foundation			Customers & Community	2017-2019	Partially completed	CWW is currently developing a Hardship and Vulnerability framework that will form the basis of our service offering to the community. We are currently recruiting for a Team Leader to manage this team which will likely expand once the framework us up and running at CWW. At present, CWW participates in a number of Community Support Programs and also actively works to identify customers that may be experiencing Hardship or Vulnerability via our inbound Credit team and through analysis of customer bill data. To date we have/are; - Participate in the Community Housing Retrofit Program (CHP). The benefits we see that the program offers: • Helping the not for profit associations to manage their costs, so they can focus on supporting their clients • Builds our relationships with the community (e.g. Aboriginal Housing who have seen great benefit from the program. • Water efficiency • Although we deal primarily with the associations, there are some opportunities to talk to customers about the support we can provide (e.g. URGS) - Through data analysis, CWW have assessed over 2,000 customer accounts whose usage may be negatively impacting their bills and subsequently their ability to pay those bills or pay for repairs to fixtures that may be causing them. As a result, 833 customers were found to be struggling with high usage. These customers were offered support through our Water Assist program of which 197 customers participated. Work undertaken at these properties resulted in a minimum saving of 7,866,000 litres for these customers which reduced water bills and supported them in being less vulnerable. - Additionally CWW also supports customers experiencing Hardship & Vulnerability through bill smoothing and payment plans in order to help the, pay their bills and avoid service disruption.
CWW_F	Foundation	City West Water	CWW_F_02	Understanding of Financial Vulnerability	• Community • Staff • Customers	Implement CWW Family Violence Framework	• The framework will support inclusive practices for victims, both customers and our people including accessing additional leave and hardship considerations	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. )	Foundation			Customers & Community	2017-2018	Completed	Part of CWW standard process when working with customer who may be experiencing Hardship and Vulnerability is to provide them with information for URGS, Anglicare, Good Shepherd, Lentara Uniting Care, and Money Help for additional support over and above our internal service offering.
CWW_F	Foundation	City West Water	CWW_F_03	Understanding of Financial Vulnerability	• Community • Customers	Investigate Financial Inclusion activities for Culturally and Linguistically Diverse (CALD) communities via English as an additional language (EAL) activities	• Adaptation of current activities to focus on financial literacy regarding reading bills and understanding charges, the impact of usage on bills to allow better management of the impact of receiving and paying a bill	• Increase in targeted and scalable resources to build financial capabilities	Foundation			Customers &Community	April 2018	Partially completed	We have engaged in the TCP and attended the launch. The findings and partnerships will aid us in development of our disability framework
CWW_F	Foundation	City West Water	CWW_F_04	Understanding of Financial Vulnerability	• Community • Customers	Explore opportunities to work with community and advocacy groups including those focusing on vulnerability, Family Violence and CALD communities	• Understand existing external initiatives and the alignment with City West Water Programs (ie. Hardship, Family Violence)	• Increased intra- and inter- sector engagement and collaboration • Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Customers & Community	Ongoing	Completed	Workshop held between Barwon Water, South East Water and City West Water to establish a Hardship and Community Partnership between the water retailers. The initial workshop took a detailed look at SEW's established Hardship Team and provide both CWW and BW with valuable insight into establishing our own Hardship and Vulnerability frameworks..
CWW_F	Foundation	City West Water	CWW_F_05	Financial Capability	• Staff	Investigate opportunities to understand our peoples’ level of financial literacy and potential financial stress	• Develop financial literacy and support options for our people throughout their life cycle	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in targeted and scalable resources to build financial capabilities	Foundation			People & Capability	June 2018	Partially completed	We have recently held a workshop for employees over 55 to understand if there is interest in running a program around 'Transitioning to Retirement'. It was received well and as such the workshop will run in August and will focus on things such as Centrelink entitlements, financial advice and options including superannuation and investments, preparing a will, Looking at a Power of Attorney and reducing the hours you work in preparation for retirement.
CWW_F	Foundation	City West Water	CWW_F_06	Financial Capability	• Staff • Customers	Partner with WestJustice to provide our people and our customers the opportunity to participate in the Mortgage Stress Project	• Our people, and our customers, who • may be experiencing mortgage stress are linked to an external service provider	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration	Foundation			People & Capability Customers & Community	Jan-18	Not commenced
CWW_F	Foundation	City West Water	CWW_F_07	Financial Capability	• Customers • Community	Support financial counselling services within our licence area	• Support the financial counselling • sector via conference participation, • engagement around key projects and • develop shared knowledge relating • to the community accessing financial • counselling services	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Customers & Community	Ongoing	Not commenced
CWW_F	Foundation	City West Water	CWW_F_08	Economic Security	• Staff • Customers	Participate in the Supported Decision making research project lead by Telstra in partnership with Melbourne University. This project will be hosted via the Thriving Communities Partnership	• Assist us in understanding our people and customers who may have decision making impairments and increase awareness of their barriers and develop programs based on research outcomes	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			Customers & Community	2017-2020	Partially completed	City West Water recently restructured the Customers and Community group to meet the strategic objectives within its Customer First Strategy. One of the new positions to be approved was the introduction of a First Nations Engagement officer. This position now reports into the People and Capability group and recruitment is currently underway. In addition to this, City West Water hosts a collaborative resource across the metropolitan water businesses "Senior Project Manager - First Nations Values of Water" that has been developed to create a shared understanding and engagement with First Nation peoples.
CWW_F	Foundation	City West Water	CWW_F_09	Economic Security	• Staff • Customers	Develop a more inclusive and diverse workforce	• Implementation of our diversity and • inclusion strategy	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			People & Capability	2017-2020	Completed	CWW have developed a Family Violence policy that is now in effect.
CWW_F	Foundation	City West Water	CWW_F_10	Economic Security	• Staff • Customers	Extend partnership with Consumer Policy Research Centre, and support the Building Customer trust project	• Investigate the implementation of • the vision for the fair treatment of • all consumers including vulnerable • customers	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services • Increase in policies, processes and actions to address economic inequalities	Foundation			Customers & Community	2017-2018	Not commenced
CWW_F	Foundation	City West Water	CWW_F_11	Economic Security	• Suppliers	Implement CWW Innovate Reconciliation Action plan 2017-2019	• Investigate opportunities to incorporate Aboriginal and Torres Strait Islander supplier diversity within our organisation	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			Corporate Services	2017-2019	Partially completed	CWW attended Thriving Communities Partnership Launch. CWW through this program has become aware of a project called Voice at The Table (VATT). It is a project of the Self-Advocacy Resource Unit (SARU) and aims to increase the number of people with cognitive disabilities sitting on boards, committees and advisory groups within government, service providers, community and mainstream organisations at a local, state and national level. This is a go to site for information. The program provided some valuable tips including the concept of Easy English which is plain language translation to meet all readers needs. It was highlighted that; • 44% Adult Austral is have low English literacy • 54% of Adult Austrians have low numeracy skills • 1.2 million have a communication disability CWW will now use these programs to better understand how we can support our communities via direct service offerings and also providing customers with access to community programs and services.
CWW_F	Foundation	City West Water	CWW_F_12	Products and Services	• Customers	Investigate and develop a framework to identify and manage vulnerable customers and the development of guidelines to enable our people to provide appropriate support	• Develop a consistent approach across the business to support vulnerable customers	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Customers &Community	December 2018	Completed	Execution of our D&I strategy is well underway with a number of our targets already achieved or surpassed. There are a couple of targets that are at risk which will therefore be the focus of more concentrated efforts over FY19/20. We are also in the process of employing a First Nations Adviser to support our focus on the Aboriginal and Torres strait community.
CWW_F	Foundation	City West Water	CWW_F_13	Products and Services	• Customers • Community • Staff	Investigate and identify external service providers who may provide support to our Hardship and Vulnerable customers and to our People	• Provide appropriate external points of contact to support our customers, and our people who may be experiencing financial vulnerability	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			Customers & Community	Ongoing	Not commenced
CWW_F	Foundation	City West Water	CWW_F_14	Products and Services	• Customers • Community • Staff	Participate in the Thriving Communities Partnership (TCP) as a Founding partner and proactively contribute to the understanding of financial vulnerability. As a cross sector collaboration aiming to ensure that everybody has fair access to the modern essential services, the TCP aims to build more resilient communities and stronger businesses	• Develop knowledge and capability within our business to support our customers by participating in lead projects and applying the learnings to our practices	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services • Increase in policies, processes and actions to address economic inequalities	Foundation			Customers & Community	Ongoing
CWW_F	Foundation	City West Water	CWW_F_15	Products and Services	• Community	Investigate opportunities for collaborating on financial inclusion with the Victorian Water Industry	• Industry partnerships are developed to collaborate on financial inclusion	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration	Foundation			Customers &Community	March 2018
EA_F	Foundation	Energy Australia	EA_F_01	Understanding of Financial Vulnerability	• Customers	Work with WEstjustice on the Restoring Financial Safety pilot project for victims of family violence.	• Delivery of the Restoring Financial Safety pilot project.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased intra- and inter- sector engagement and collaboration	Foundation			Vulnerability Team	December 2017	Partially completed	Ongoing activity but Review has not yet been completed. Vulnerability team represented on internal product/service review forum
EA_F	Foundation	Energy Australia	EA_F_02	Understanding of Financial Vulnerability	• Customers	Review EnergyAustralia’s Reconciliation Action Plan (RAP) in a financial inclusion context and consider areas for improvement.	• Informed recommendations to update EnergyAustralia’s RAP to include reference to financial inclusion.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			RAP Working Group	December 2017	Partially completed	Product development under way. A complex piece of work impacted by regulatory changes
EA_F	Foundation	Energy Australia	EA_F_03	Understanding of Financial Vulnerability	• Customers	Identify and explore financial inclusion education campaigns targeted to female customers of EnergyAustralia.	• Informed recommendations for the development of female focused education campaigns.	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Vulnerability Team	December 2018	Completed	A partnership has been formed with co-Trailblazer Yarra Valley Water. Discussions are underway with YVW and another FIAP trailblazer to ultimately develop an integrated service between the three companies. Other discussions with trailblazers are occurring in an ongoing sense, eg we will be working with Swinburne University on delivering a 'Bring your Bill' day
EA_F	Foundation	Energy Australia	EA_F_04	Understanding of Financial Vulnerability	• Customers	Work with Legal Aid NSW on the debt waiver pilot for closed accounts of customers experiencing high stress and vulnerability.	• Delivery of the initial debt waiver pilot program in NSW.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased intra- and inter- sector engagement and collaboration • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. )	Foundation			Vulnerability Team	Monitored annually	Completed	Ongoing work. Advocacy with the federal government as well as the various state governments and regulatory bodies.
EA_F	Foundation	Energy Australia	EA_F_05	Understanding of Financial Vulnerability	• Customers	Collaborate with energy & water retailers on initiatives and education to help refugees and asylum seekers access utility financial hardship services.	• Develop and implement the refugees and asylum seekers initiatives.	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Vulnerability Team	Monitored annually	Completed	Ongoing work. Advocacy with the Essential Services Commission.
EA_F	Foundation	Energy Australia	EA_F_06	Understanding of Financial Vulnerability	• Community • Customers	Evaluate new opportunities to work with community and advocacy groups on financial inclusion initiatives that support vulnerable groups in the community.	• Review and evaluation of new initiatives in the community.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration	Foundation			Vulnerability Team	Monitored annually	Not commenced	Focus has been on developing the longer term Vulnerability plan. This activity will be actioned in 2018.
EA_F	Foundation	Energy Australia	EA_F_07	Financial Capability	• Staff	Review and evaluate the way EnergyAustralia supports employees to learn about financial inclusion and the issues that lead to it.	• Financial inclusion learning and development plan.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Vulnerability Team and Learning Academy	December 2017	Not commenced	Dependent on internal project which will result in changes in technology systems, bringing an enhanced capability. Note timing expectation.
EA_F	Foundation	Energy Australia	EA_F_08	Financial Capability	• Staff • Customers	Develop a project specification and scope to review and evaluate EnergyAustralia’s ability to collect financial inclusion data on administration systems.	• Report setting out the parameters for a review and update of data administration.	• FIAP partners commit to data collection • Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Vulnerability Team and Social Enterprise Team	December 2019	Completed	Ongoing work which has been completed for year 1. Working Group meets quarterly and tracks action. Reports to line management Executive sponsor and Executive Management Team.
EA_F	Foundation	Energy Australia	EA_F_09	Financial Capability	• Staff	Expand and maintain EnergyAustralia’s FIAP Working Group to drive delivery, evolution and monitoring of FIAP actions.	• Quarterly FIAP Working Group meetings and annual FIAP reporting.	• Increased awareness of FIAP program and its goals	Foundation			FIAP Working Group	Monitored annually	Completed	Ongoing work which has been completed for year 1. Continuing engagement with financial counsellors and relevant Associations. Engagement with key personnel during a recent stakeholder engagement round.
EA_F	Foundation	Energy Australia	EA_F_10	Financial Capability	• Community • Customers	Build strong relationships with financial counsellors in the community to identify ways we can work together to address financial exclusion.	• Engagement with financial counsellors from different areas of the community.	• Increased intra- and inter- sector engagement and collaboration • Increase in awareness and availability of appropriate financial services	Foundation			Vulnerability Team	Monitored annually	Completed	Pilot project has been completed.
EA_F	Foundation	Energy Australia	EA_F_11	Economic Security	• Customers	Identify and evaluate the ways EnergyAustralia’s policies and practices support customers experiencing and exiting abusive relationships	• Review policies and practices and make recommendations for improvement.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Vulnerability Team	March 2017	Completed	RAP action relating to research of 'access to energy' for Indigenous peoples identified areas which if actioned could improve financial inclusion of this cohort. Will be dealt with in EA's second RAP in 2018.
EA_F	Foundation	Energy Australia	EA_F_12	Economic Security	• Customers	Identify and evaluate the ways EnergyAustralia policies and practices support financial inclusion (e.g. credit, selling debt, data storage, administration fees, communications).	• Report reviewing policies and practices and recommendations for improvement.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Vulnerability Team and Social Enterprise Team	July 2017	Not commenced	To be considered as part of the longer-term vulnerability investment planning
EA_F	Foundation	Energy Australia	EA_F_13	Economic Security	• Customers	Run and evolve Energy Australia’s existing programs for customers experiencing financial hardship: • Payment match program • Debt assistance program • Appliance swap program • Unrecoverable debt program • Energy efficiency visits	• Regular review and development of existing financial hardship programs to ensure ongoing suitability.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. )	Foundation			Vulnerability Team	Monitored annually	Completed	Pilot project has been completed.
EA_F	Foundation	Energy Australia	EA_F_14	Economic Security	• Customers	Work with partners to deliver a community engagement program on energy efficiency, affordability and financial inclusion.	• Community engagement program.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services	Foundation			Vulnerability Team	Monitored annually	Partially completed	Recommenced working group led by Consumer Action Law Centre (CALC) and advocating for concession changes for asylum seekers on bridging visa
EA_F	Foundation	Energy Australia	EA_F_15	Products and Services	• Customers	Review existing EnergyAustralia products and services to evaluate their appropriateness and affordability for vulnerable customers.	• Report outlining the suitability of EnergyAustralia products and services and areas for improvement.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Vulnerability Team	December 2017	Completed	EA publicly committed to contribute an extra $10m in funding to support our vulnerable customers. Wide stakeholder engagement has taken place, an internal project team appointed, and we are progressed on identifying financial inclusion initiatives. Planning should have us beginning to implement the new initiatives in Q1, 2018
EA_F	Foundation	Energy Australia	EA_F_16	Products and Services	• Customers	Identify and explore a new product or service (or existing product improvement) to help vulnerable customers.	• Informed product and service recommendations are taken to the Product and Design team.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Vulnerability Team and Sales Team	December 2018	Completed	Research paper written which reviews EA's policies and practices and makes recommendation for improvement.
EA_F	Foundation	Energy Australia	EA_F_17	Products and Services	• Customers	Identify and explore a joint initiative with another FIAP trailblazer for an integrated service or product for vulnerable customers.	• Development of a FIAP partnership. • Recommendations for an integrated service or product.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration	Foundation			Vulnerability Team and Reputation Team	December 2018	Not commenced	Recognition that the Hardship Policy needs to be updated. Regulatory changes may impact its final form. Will be explored during 2018.
EA_F	Foundation	Energy Australia	EA_F_18	Products and Services	• Customers	Advocate for policy and regulatory structures that: • demonstrably support financial inclusion • promote access to appropriate and affordable products and services	• Engagement with government and peak bodies on policy and regulation relevant to financial inclusion.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration	Foundation			Reputation Team	Monitored yearly	Completed	All of these parts of our EnergyAssist programme have continued to be run. However, as part of the additional investment recently announced, we will be reviewing and improving these core aspects
EA_F	Foundation	Energy Australia	EA_F_19	Products and Services	• Customers	Work with regulatory bodies on current and future regulations and consider how these affect EnergyAustralia’s financial inclusion actions.	• Engagement with regulators and reports outlining the impact of regulations on EnergyAustralia’s customers.	• Increased intra- and inter- sector engagement and collaboration	Foundation			Reputation Team	Monitored yearly	Completed	This forms part of our EnergyAssist programme.
EER_F	Foundation	Ergon Energy Retail	EER_F_01	Products and Services	• Customers	Continue to deliver for vulnerable customers, access to products that assist with affordability and improve energy efficiency through the use of energy monitoring and gamification based tools	• Installation of a further 4000 interval meters to low income households and access to online tools and appropriate billing methods.	• Increase in targeted and scalable resources to build financial capabilities • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Ergon Energy Retail	December 2019	Completed	4025 interval metres installed for low income households with 695 customers using gamification to increase awareness of energy efficiency and 1803 utilising our Energy Efficiency on line tool. Survey respondents reporting monthly billing was most helpful.
EER_F	Foundation	Ergon Energy Retail	EER_F_02	Products and Services	• Customers • Our Teams	Specifically targeted review of the existing Hardship Policy and processes, including the existing products and services for customers in financial hardship.	• Overhaul of hardship policy and processes to proactively identify customers in financial hardship and match them to tailored, sustainable options such as (but not limited to) payment matching incentives and debt waiver programs.	• Improved access to appropriate financial products and services	Foundation			Ergon Energy Retail	December 2019	Completed	Reviewed Hardship Policy and processes and implemented new Hardship Policy receiving endorsement from the Australian Energy Regulator. Initiated proactive identification of customers in financial hardship to improve access to our Hardship Program. Understanding the customers circumstances through conversation enables our team to tailor options for customers.
EER_F	Foundation	Ergon Energy Retail	EER_F_03	Products and Services	• Customers • Community	Proactively advocate for policy and regulatory improvements to support financial inclusion.	• Engagement with Internal Stakeholders, Government and appropriate regulatory bodies on policy and regulations to promote financial inclusion.	• Increase in policies, processes and actions to address economic inequalities	Foundation			Ergon Energy Retail	December 2019	Completed	Proactively advocating with Government Stakeholders for policy and regulatory improvements for customers impacted by drought situations and concessional card holders. These will be ongoing.
EER_F	Foundation	Ergon Energy Retail	EER_F_04	Products and Services	• Customers • Our Teams	Review channels for vulnerable customers to increase access and choice to deliver highly accessible and usable products and services. Channel considerations will recognise disability and diverse groups that have challenges with traditional means.	• Review and recommend improvements to usability and accessibility of products and services for vulnerable customers through specific channels.	• Improved access to appropriate financial products and services	Foundation			Ergon Energy Retail	December 2019	Completed	Reviewed service channels and completed blue printing exercise, completed trial of "Kiosk" in Woorabinda community enabling face to to face access for customers through video on ipads. The design was accessibile for people with disabilities and included a printer. In addition all on line pages and portals comply with accessibility requirements (WCAG 2.0AA) across digital channels.
EER_F	Foundation	Ergon Energy Retail	EER_F_05	Financial Capability	• Our Teams	Review and evaluate the way Ergon Energy Retail supports our teams to understand financial inclusion and build capability to support customers experiencing financial exclusion.	• Development and delivery of ongoing training, awareness sessions and the advocacy for the Financial Inclusion Action Plan.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Ergon Energy Retail	December 2019	Completed	Reviewed and Delivered financial inclusion and hardship program awareness and training. Training continues be included in our Induction training. Information sessions with the implementation of new Hardship Policy were delivered in huddles to all front line agents .
EER_F	Foundation	Ergon Energy Retail	EER_F_06	Financial Capability	• Customers	Develop metrics and indices to gain deeper insight and understanding of our customers and increase financial inclusion.	• Development of customer segmentation for vulnerable and hardship customer groups.	• Increase in targeted and scalable resources to build financial capabilities	Foundation			Ergon Energy Retail	December 2019	Completed	Through development of customer metrics a criteria was established to identify customers experieincing financial hardship. Customer accounts are flagged to provide customers with awareness of support programs offered when engagement takes place.
EER_F	Foundation	Ergon Energy Retail	EER_F_07	Financial Capability	• Customers • Our Teams • Community	Continue to build relationships with Non Government Organisations and Financial Counselling providers to increase access and awareness of the assistance available to customers. Maintain and expand our community directory.	• Stronger connections to community networks, regular contact with Non Government Organisations from the Community Directory.	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Ergon Energy Retail	Ongoing	Completed	Ongoing maintenance of Ergon Energy Retail Community group directory , continuing to send quarterly Customer Assist news bulletins via email. Monthly participation in Bring Your Bills days in Townsville and Rockhampton and Sponsorship and attendance at Queensland Financial Counsellors Annual Conference 2020.
EER_F	Foundation	Ergon Energy Retail	EER_F_08	Financial Capability	• Customers • Community	Build community engagement framework that identifies new and existing opportunities to increase Ergon Energy Retail visibility in communities.	• Attend and participate in identified engagement opportunities to promote, improve accessibility and awareness of products and services to increase financial inclusion.	• Increase in awareness and availability of appropriate financial services	Foundation			Ergon Energy Retail	June 2019	Completed	"Attendance and participation ithroughout Regional Queensland to increase accessibility and awareness of support options available for customers. Eg Regional Agricultural shows, drought outreach in 20 locations, Bring your Bills days, Woorabinda community visits monthly, 29 remote card operated communities and Womens Wellness expo. "
EER_F	Foundation	Ergon Energy Retail	EER_F_09	Financial Capability	• Our Teams	Provide a flexible and safe workplace for our teams affected by Domestic and Family Violence to support and improve financial resilience at times of need.	• Delivery of the Energy Queensland Domestic and Family Violence Guideline Document. Providing access to Domestic and Family Violence paid leave.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Energy Queensland	Ongoing	Completed	"Continuing to provide a flexible and safe workplace for all staff impacted by Domestic and Family Violence through our Guideline document this includes access to paid leave and appropriate support services. "
EER_F	Foundation	Ergon Energy Retail	EER_F_10	Financial Capability	• Our Teams	Boost awareness of the link between financial wellbeing and mental health. Establish a network of peer support within the organisation. Create a mentally healthy workplace, home and community to build resilience to financial exclusion.	• Delivery of Mates in Energy training to our teams. Ensure the link between financial inclusion and mental health is highlighted.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Ergon Energy Retail	Ongoing	Completed	Mental Health awareness boosted through establishing a network of peer support and the Delivery of Mates in Energy to create a mentally healthy workplace. All staff completed Mates in Energy General Awareness sessions, with approximately 600 Connectors, 80 ASIST (applied suicide intervention skills training)and 45 Mental Health first aid trained building reslience for employees.
EER_F	Foundation	Ergon Energy Retail	EER_F_11	Understanding of Financial Vulnerability	• Customers	Conduct research and develop reporting and understanding of financial hardship indicators within Remote and isolated Indigenous communities with card operated meters, to recommend specific financial hardship assistance.	• Make recommendations of financial hardship indicators within Remote and Isolated Card Operated communities.	• Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Ergon Energy Retail	August 2019	Completed	"Research conducted through surveys during community engagement activities to receive feedback and seek to understand current habits and behaviours, in conjunction with development of reporting to identify hardship triggers. Reporting identifies customers self disconnecting after exhausting credit applied to card operated meter and the time before credit is applied to meter for reconnection. eg reconnection within 2 hours, between 2 hours and 48 hours, between 48 hours and 7 days greater than 7 days. Stakeholder engagement is continuing."
EER_F	Foundation	Ergon Energy Retail	EER_F_12	Understanding of Financial Vulnerability	• Customers • Our Teams • Suppliers • Community	Conduct interviews and outreach to understand language or cultural barriers to make recommendations on products and services and financial literacy for multicultural, non-English speaking groups.	• Deliver recommendations of products and services to non-English speaking and multi-cultural groups.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Ergon Energy Retail	December 2019	Completed	Engagement is ongoing with Central Queensland Multicultural Association and Townsville Multicultural Support Group to gain an understanding of barriers for non english speaking and multi cultural groups within Regional Queensland with the aim to deliver recommendations on apropriate products, services and activities.
EER_F	Foundation	Ergon Energy Retail	EER_F_13	Understanding of Financial Vulnerability	• Customers • Our Teams • Suppliers • Community	Raise financial inclusion awareness with relevant customer groups across the Energy Queensland portfolio.	• Attend forums and share our work on improving Financial Inclusion, with these stakeholders to improve their understanding of Financial Inclusion.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved social, community and government support • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Energy Queensland	December 2019	Completed	"Co-ordinated business wide information sharing for Financial Inclusion week 2019 using internal technology and a local Financial Counsellor being guest speaker to increase awareness for all staff. Implementation of Financial Inclusion sharing of information via digital platform ""Workplace"" reaching all staff. "
EER_F	Foundation	Ergon Energy Retail	EER_F_14	Understanding of Financial Vulnerability	• Customers • Our Teams • Community	Create an inclusive workforce and culture in Energy Queensland that is considerate of the diversity of our teams, customers and communities.	• Incorporate an inclusion index in the Engagement Survey that measures our teams’ experiences of being pyschologically safe, feel they are included and have a voice in the organisation. Introduce a network of Diversity Working Parties that drive and ...	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Energy Queensland	Ongoing	Completed	"Creation of an inclusive workforce with the establishment of working parties throughout the business for First Nations peoples, Disability, LGBTI+, Women in non traditional roles, supporting parents and carers and Cultural Inclusion. Inclusion index outcome from Engagement Survey is +2% from 2017 to 2019 at 69% and engagement by demographic group is +5% at 62%. "
EER_F	Foundation	Ergon Energy Retail	EER_F_15	Economic Security	• Suppliers • Community • Customers • Our Teams • Suppliers • Community	As part of our Reconciliation Action Plan, formalise partnerships to support financial inclusion of Aboriginal and Torres Strait Islander people, through employment opportunities and access to products and services.	• Review of our Procurement policy to understand exceptions and provide flexibility to include all businesses. Targeted activities to attract, recruit and retain Aboriginal and Torres Strait Islander people.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in policies, processes and actions to address economic inequalities	Foundation			Energy Queensland	December 2019	Completed	"Review of business Procurement Policy conducted with the development and implementation of our Indigenous Procurement Policy. Initiated pre vocational Introduction to Electricity Supply specifically for Aboriginal and Torres Strait Islander people to increase employment opportunities. "
EER_F	Foundation	Ergon Energy Retail	EER_F_16	Economic Security	• Customers • Community	Develop Energy Literacy programs to educate and enable customers to build financial resilience.	• Develop Energy Literacy programs and deliver through a forum to Community Groups.	• Increased financial capability of individuals	Foundation			Ergon Energy Retail	December 2019	Partially completed	Regular participation in Bring your Bills days and information sharing through quarterly bulletins to Community Groups in Regional Queensland. Ongoing development of Energy Literacy program and booklet to build financial reslience.
EER_F	Foundation	Ergon Energy Retail	EER_F_17	Economic Security	• Our Teams	Provide access to financial advice and financial literacy programs and include this in induction training and separation processes.	• Development of a program to provide and advice and awareness of superannuation, insurance and redundancy advice when employees enter or exit the business.	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Ergon Energy Retail	December 2019	Completed	Access is provided for all employees upon entry and exit of the business to gain financial advice, income protection and tools and calculators along with holistic services (legal, financial, dietetic). Employees impacted by organisational change in addition to financial services are supported through a career coach to work on adapting to change, assessing career and identifying transferable skills, development planning, resume development and interview skills.
EER_F	Foundation	Ergon Energy Retail	EER_F_18	Economic Security	• Our Teams	Continue to provide access to paid maternity leave with options half pay and superannuation benefits for mothers.	• Provide access to a maternity leave calculator, and continuous payment of superannuation for 12 months for eligible employees.	• Increase in policies, processes and actions to address economic inequalities	Foundation			Energy Queensland	Implemented	Completed	Parental leave is available to employees in relation to the birth or adoption of a child. An employee who is pregnant or adopts a child is entitled up to 104 weeks to be primary care giver including 14 weeks paid leave (available at half pay). Employees have access to information booklets, scenerios and calculators.
EER_F	Foundation	Ergon Energy Retail	EER_F_19	Economic Security	• Customers • Community • Customers • Community	Provide access to support for farmers located in drought declared regions who may be experiencing financial difficulty in managing energy costs.	• Administer the Drought Relief from Electricity Charges Scheme. Improve awareness and accessibility to the scheme for those in drought declared regions, this includes removal of supply charges for eligible tariffs.	• Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Ergon Energy Retail	Ongoing	Completed	Continuing to administer and increase access and awareness to the Drought Relief Scheme, through participation in Drought Outreach sessions in conjunction with Rural Financial Counsellors and Department of Infrastructure, Transport, Cities and Regional Development. Attended 13 locations throughout Regional Queensland drought declared Shires.
ORG_F	Foundation	Origin	ORG_F_01	Understanding of Financial Vulnerability	• Customers • Community • Staff	Increase awareness, availability and access to hardship support.	• Continue to increase awareness of Origin’s Hardship policy and available support. • Continue to engage with stakeholders to better connect with culturally and linguistically diverse communities.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			FIAP Working Group	Ongoing	Completed	Retail Customer Services and Credit teams received training focused on the Payment Difficulty framework and how we can support vulnerable customers through understanding hardship triggers, providing solutions that were both helpful to the customer in their moment of need but also support long-term plans and solutions for how to help them achieve stable bills and payments as well as a focus on energy efficiency management tips and tricks. All training delivery was further supported with coaching and Quality assessments. Training content Included: Power ON – Origin financial assistance program arranged by Credit Management Community partnership with Kildonan UnitingCare – Energy Effeciency Audits/Applaince repacements A Financial Inclusion Action Plan that brings our support programs together and makes us more transparent on how we help people manage financial difficulties Translation services Dedicated financial counsellor line Dedicated line for customers with payment difficulty Payment matching, debt waivers, energy audits and appliance swap for customers with a challenging financial situation:
ORG_F	Foundation	Origin	ORG_F_02	Understanding of Financial Vulnerability	• Community • Staff	Launch Origin’s Reconciliation Action Plan (RAP) 2017.	• Origin’s second RAP continues to build equality of opportunity for Aboriginal and Torres Strait Islander peoples. • Continue to grow and evolve Origin’s resourcing policies that improve ethnic and cultural diversity, including our Career Trackers program.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration	Foundation			Indigenous Relations	Jan-18	Completed	Origin launched Savernator (Origin’s online price comparison tool, making it easier for customers to access our best offers) on 3 November 2017, gaining media coverage across multiple channels, including Channel 9’s A Current Affair Throughout 2018, we included Savernator comms in our reporting suite: 2018 Origin Sustainability Report 2018 Origin Annual Report 2018 Annual General Meeting We also communicated Savernator internally at our Retail Showcase, and externally on social media, including our Blog. Right now, Savernator is not live on our website – the license expired/there was a defect, and we are renewing this ASAP (see email attached). ‘Savernator’ currently re-points to ‘Compare plans’ - https://www.originenergy.com.au/electricity-gas/plans.html. Here, we are helping customers to simply ‘Compare their plans’ – they are prompted to enter their postcode, daily energy usage and whether they want to go green. Origin’s current plans include Origin Maximiser; Origin Saver; Origin Smart Saver. Product details, benefits and estimated % and $ discounts are displayed for gas and electricity. Key messages: This year, we launched a simple-to-use online price comparator, Savernator, which immediately tells consumers whether they would save on their energy bills by switching to Origin. Importantly, we also tell them if we can’t beat their current plan. We have also simplified comparison of our offers online by introducing dollar values to our Compare Plans page. Through this and other actions, we have helped hundreds of thousands of Australians access better energy plans and trust their choice of provider. We will focus on further improvements in this area in the year ahead. We have also simplified our marketing by introducing dollar pricing to offers presented on our website and launched Savernator, our online price comparison tool that makes it easy for customers to find out if they can save with Origin. Customers can upload a recent electricity bill to the site and within seconds receive personalised advice letting them know if they can save on their energy bill with Origin. For customers who don’t have a recent bill handy, the quick compare tool will provide them with a savings estimate based on their location, current retailer and estimated household electricity usage. In keeping with the clarity and transparency of the tool, if a customer is already on a great plan that Origin can’t beat, then the website will congratulate them.
ORG_F	Foundation	Origin	ORG_F_03	Understanding of Financial Vulnerability	• Community	Review and evaluate disadvantage and financial exclusion in communities we operate in.	• Informed recommendations for a framework on how Origin supports and contributes to a legacy of financial inclusion and resilience in communities.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Integrated GasGeneration	December 2018	Completed	Origin originally committed to "freezing the impact" of the July 2017 price changes for customers in our Power On program in QLD, NT, SA, NSW and ACT, until 30 June 2018. With prices remaining the same, or decreasing in these states, from 1 July 2018, the Origin Price Relief Credit has been extended until 30 June 2019. In Victoria, Origin also committed to "more than offset" the January 2018 price changes for residential Power On electricity customers on "non-discounted products", until 31 December 2019. Power On natural gas customers will also get a price freeze for one year, until 31 December 2018. We also put customers onto a discounted plan for those who were not recieving a discount.
ORG_F	Foundation	Origin	ORG_F_04	Understanding of Financial Vulnerability	• Community	Include Origin’s Financial Inclusion Action Plan in the broader framework of Origin’s Sustainability Report.	• Financial exclusion and disadvantage is considered in Origin’s approach to sustainability.	• Increased awareness of FIAP program and its goals • FIAP partners commit to data collection	Foundation			Sustainability Development	December 2018	Completed	Origin provides varied and flexible payment options across its essential services. Customers can access these options through our contact centres, automated IVRs and self serve web access (My Account). Payment methods include BPay, Bill Pay, direct debit, Centrepay, and options include payment extensions, short term arrangements (promise to pay), and smoothing payments over 12-months (EasiPay). As well as these options Origin has explored a "pay as much as you want, when you want" payment approach. This approach was tested with Origin customers , however it was found that customer interest was low. As a result of this initial testing, decision was made to put this option on hold and will be further explored in FY20. Origin also offers flexible payment options for non essential services. For Solar and batteries, we have a 24-month interest free option with a $0 deposit. For residential customers we offer a Solar Flex product where customers can purchase for no upfront capital, paying back over 7, 10 or 15 years. We also offer a 12-month intereste free option for Home Products such as airconditioners and HWS.
ORG_F	Foundation	Origin	ORG_F_05	Financial Capability	• Customers • Staff	Build greater internal capability to support financial inclusion and resilience across the entire business.	• To extend our hardship awareness programs across the entire business beyond our customer facing teams. Extend the content to include access to information and resources that support financial literacy and resilience of our own people, our customers...	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities	Foundation			People and Culture FIAP Working Group	December 2018	Completed	Origin has long standing partnerships with several community groups who support Origins most vulnerable customers to ensure they are financially secure. These community partners include; Uniting Kildonon, Uniting Communities, Financial Consellors Association of Australia and Thriving Communities. We provide energy effeciency audits to ensure customers gain education on their energy usage and can make differnt informed choices on how to reduce thier consumption and in turn their bills. We also provide translator services to ensure customers where english is not their first language can speak to an Origin representative about their energy needs and bills. We are currently looking into to having our Power on Program and Energy Saving Tips brochures traslatored into languages other than english to support the needs of our customers. Origin has been a major sponsor of many of the Finacial Counselling conferences that occur annually. The aim is to ensure the financial consellors are kept informed on what Origin is doing to support our vulnerable customers, stock up on Origin support material to be able to give to customers and to be the voice of the customer back to Origin. Over the past 12 months Origin's Customer Advocacy team has handled 24,427 calls that have come directly from Financial Counsellors. These calls are supporting thost most vulnerable who need assisted support from a third party Origin has a strong community presence through the Bring your Bills Day events that it attends nationally in NSW, Vic, QLD and SA
ORG_F	Foundation	Origin	ORG_F_06	Financial Capability	• Staff	Support Origin employees through life events.	• Review employee leave policies to support long term carers and emergency relief, and increase awareness through increased availability to specific and targeted information and resources.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			People and Culture	June 2018	Partially completed	Origin's P&C department support employees with financial vulnerability by; Explaining Origins Power On Program support for employees, providing access to financial counselling through EAP provider, Promotion of understanding Financial difficulty.If employees are experiencing financial difficulty they can contact People Connect. We also have a domestic & family violence leave policy (launched in 2015). It's available for any of our people who are experiencing or caring for someone experiencing domestic or family violence. The Origin Women's Network (OWN) is an internal group, available to both men and women, that provides information and support by supporting personal and professional development. It's purpose is to build on our internal capabilities by providing opportunities across the organisation; to support Origin’s diversity agenda, through championing positive change, fostering leadership and supporting personal and professional development. During September and October 2018 OWN ran seminars to improve the financial literacy of employees, specifically looking at Superannuation. This session was available to all employees, and focussed on the below: •Super 101 – What is it and why is it important? •How much do you need to support your future lifestyle? •What’s the best way to engage with you Super fund to ensure you’re not a ‘set and forget’ customer? •How can you boost your Super? •What are Super insurances and beneficiaries?
ORG_F	Foundation	Origin	ORG_F_07	Financial Capability	• Community	Review Origin’s approach to customers in regional and remote communities.	• Review and evaluate how we provide information, support and resources to regional and remote communities.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Customer Advocacy	June 2018	Completed	Origin has a Care and Assurance Plan which provides eligible employees with access to 90 days of paid serious illness leave, salary continuance insurance and death and TPD insurance. This enables Origin to ensure that financial impairment of our employees is minimised when it is that they become seriously ill and unable to attend work. In the last 12 months we have been able to support many of our employees through various cancer diagnoses, serious surgeries, mental illness etc. Information on this Plan is contained within employee's employment contracts and they are provided with releavnt information during their commencement with Origin. Origin is also currently looking to formalise a leave plan for our employees who may have to support as a long-term carer, such as those needing to care for a terminally ill immediate family member - and therefore to enable not only financial relief but also just provide time during such important life events. We have had a circumstance in the last 12 months were we provided an employee with 90 days of carers leaves and enable him to take the time to care for his terminally ill family member. Currently under our policy our carers leave is captured as part of personal/sick leave and the standard entitlement is 10 days per annum. Additional leave is currently managed on an ad hoc basis. However we are anticpating that the formalised long-term carers leave plan will be finalised in Q1 and communciated to employees accordingly. In addition Origin is also looking at other significant life events and times of financial hardship. One such circumstance is homelessness. Origin had 2 instances last year of employees experiencing homelessness. We were able to utilise our Employee Assistance Provider, Gryphon, to provide case management services to these employees to provide them with and support them to gain acccess to the outside services that they needed at that time. However Origin also provided paid emergency accomodation for a period of time. To enable us to better support our employees during these events, we are currently developing specific documented procedures / guides for Employees and Managers / P&C on how to best support employees experiencing financial hardship (including homelessness) . The employee guides will include more specific information of what support is available, what support Gryphon can provide, who they can talk to etc. The P&C / Manager guide will include more specific information on the managers role, how P&C can help/support, tools and resources to help them in having difficult conversatons with employees experiencing hardship and the support provided and available by Origin and Gryphon. We anticipated these guides will be complete in Q1 2019. A communications plan is currently being developed on how we launch and share these guides with the organsiation.
ORG_F	Foundation	Origin	ORG_F_08	Financial Capability	• Customers • Community • Staff	Develop and contribute to the longevity and success of the FIAP Program.	• Deliver, measure, and report of FIAP actions. Evolution and expansion of the FIAP working group.	• Increased awareness of FIAP program and its goals • FIAP partners commit to data collection	Foundation			FIAP Working Group	Ongoing	Completed	Origin supports regional Bring your Bills days held by the Energy and Water Ombudsman of NSW. Below is a list of events we participated in over th epast 12 months specially targeting remote communities. Februray 2018 Bring Your Bills/Retailer Assistance Day with EWON at Cabramatta March 2018 Bring Your Bills/Retailer Assistance Day with EWON at Tamworth May 2018 Bring Your Bills/Retailer Assistance Day with EWON at Bourke and Brewarrina July 2018 Bring Your Bills/Retailer Assistance Day with EWON at Woy Woy October 2018 - EWON Anti Poverty Week Panel at Wollongong November 2018 - EWON Anti-Poverty Week at Bega December Regional ‘drought relief’ trip with EWON at Dubbo, Parks and Mudgee Customer assited in Drought Trip: Assisted 10 people under the hardship program on affordable sustainable plan Assisted 82 people with Energy enquires $9834 applied in goodwill and attendance credits Saved $40k+ in first stage ombudsman fees Performed 62 Product Changes Performed 2 Reidential Insitus Performed 1 SME Insitu
ORG_F	Foundation	Origin	ORG_F_09	Economic Security	• Customers • Staff	Review and assess how Origin can better support people experiencing family violence.	• Develop specific policies, processes and capabilities to best support customers experiencing family violence. • Continue to build awareness and provide ongoing access to services for staff experiencing family violence.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			People and CultureFIAP Working Group	June 2018	Completed	The FIAP Working group continue to support the agreed actions and share on workplace how we are getting involved. Engagement with senior leaders and the wider business about Origins FIAP is ongoing.
ORG_F	Foundation	Origin	ORG_F_10	Economic Security	• Customers	Support business customers to help build economic success	• Review support of small and medium enterprises for sustainable success with the rising cost of energy.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Solar & Emerging Business	June 2018	Completed	Origin engages with many community groups to ensure there is wide understanding for those vulnerable customers on how Origin and its Power on Program can support their financial wellbeing. We engage with Finacial Counsellors, Salvation Army, St Vincent De Pauls, Uniting Kildonon, Uniting Communities, Fourt & Centre, The Queens Fund. Origin also particpates in the several Financial counselling conventions nationally. Origins Hardship Policy is avalaible online on Origins website for all to access
ORG_F	Foundation	Origin	ORG_F_11	Products and Services	• Customers	Review the entire customer lifecycle from the perspective of hardship customers.	• Continuous improvement of customer service across all channels to better assist customers in hardship. • Focus on increasing early identification of vulnerability and post hardship support.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Customer Advocacy	December 2018	Partially completed	Origin recognises NAIDOC week annually and takes it seriously to ensure its employees understand the importance. Toolbox talks were deliverd across multiple sites and locations both nationally and internationally. Origin has a partnership with TSEP (Tennant Support and Education Program) and EWON where they travelled to remote indigenous communities in NSW. This was a 12 month program that saw Origin participate in 20 energy and water workshops, which saw a greater education of communities on how to reduce their energy consumption and their energy bills. Origin launched it RAP in 2015 and was due to launch its Stretch RAP in 2018. The Stretch RAP is undergoing review and is planned to be launched in 2019 In December 2018 Origin launched its Cultrual leave provision. This is 3 days of paid leave for any employee who formally idnetify as Aboriginal and/or Torres Strait Islander. Cultural leave is defined as leave for meeting traditional law, customary law and family and community obligations or to participate in ceremonial, cultrual or religious activities. Origin made a commitment in 2014 to take at least 10 Career Trackers (Indigenous Internship Program) students each year for 10 years, and in 2018 / 2019 we hosted 13 students across both our summer and winter internships programs. This program creates pathways for Indigenous young adults, and connects them with employers to participate in paid multi-year internships.
ORG_F	Foundation	Origin	ORG_F_12	Products and Services	• Customers	Improve awareness and understanding of low cost and discounted products and benefits.	• Clearer communications to customers about benefits across all our product offerings making it easier to compare offers, understand the benefits of discounted products and what happens at the end of a benefit period.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Marketing	Ongoing	Completed	Origin is making progress on increasing regional and local business participation with 11.5% of Origin-wide goods and services sourced from regional suppliers in FY18, totalling $236 million. For FY19, and moving forward, Origin has set organisation wide regional procurement targets and, for APLNG upstream operations, local procurement targets to promote a continued increase in our contribution to regional communities. Origin is also committed to encouraging supplier diversity by expanding the number and scale of our Indigenous suppliers. The following recent initiatives have outline how we have specifically supported local economies and provided opportunities for local and regional businesses: • introduction of the requirement for our major contractors to adopt regional participation plans to reflect our commitment to regional procurement; • contributions to infrastructure, such as APLNG’s contribution towards airport upgrades at Miles and Roma; • a focus during the construction phase of the APLNG project on increasing skilled labour within the regions (including Origin’s ‘Community Skills Scholarship’ program which supported more than 150 local apprentices by funding non-gas industry scholarships with a total value of up to $2 million in regional Queensland); and • implementation by Origin of initiatives to encourage our employees to live in the local communities where their work is based and provide greater opportunity to hire local applicants for available regional roles.
ORG_F	Foundation	Origin	ORG_F_13	Products and Services	• Customers	Explore a new energy proposition specifically for customers on our hardship Power On program.	• Develop and launch a specific energy proposition for customers in hardship that complements our existing hardship program (Power On) and provides customers with support to help them get back on track.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Retail Products Team	June 2018	Completed	Origin's Sustainability report was published in September 2018 and discusses that Origin has committed to a FIAP
ORG_F	Foundation	Origin	ORG_F_14	Products and Services	• Customers	Review and improve flexibility of payment options across Origin’s entire product portfolio.	• Report on recommendations to deliver consistent and flexible payment options across all product offerings including natural gas, electricity, LPG, solar, batteries and home products. • Increase awareness of available payment relief programs (e.g. No Interest Loan Scheme).	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Product Owners	December 2018	Partially completed	Domestic and family violence leave is available to employees experiencing domestic or family violence in order for them to take steps to minimise harm and to deal with the impacts of the violence. All employees who are or have experience domestic or family violence, or are caring for someone who is or has experienced DFV are entitled to apply for leave. Employees can talk to their manager or People & Culture about taking leave, and all cases are held in the stricted of confidence. Up to 10 days leave per annum can be approved, with additional amount available in special circumstances. DFV leave is included in our Taking Leave Directive and our Enterprise Agreements (EA's). Further Origin's Employee Assistance Provider (Gryphon Psychology) is encourage and utilised to support employees experiencing DFV. All employee have access to 6 free sessions per instance of confidential counselling services, again with more available in special circumstances. A specific case management approach is used by our provider for these instances, with referrals available via the employee direct or P&C / manager. Immediate support can be available for housing etc but also the employee is supported by having a case management plan being established which is customised to the employees needs and the state/terriroty requirements and ensure continued support and referral to other services that the employee requires at the time. Our People Connect (P&C) Advisory team have received training on handling calls from employees who are or have experienced DFV, and how Origin can best support them. However in addition, we are currently developing specific documented procedures / guides for Employees and Managers / P&C on how to best support employees experiencing DFV. The employee guides will include more specific information of what support is available, what support Gryphon can provide, who they can talk to etc. The P&C / Manager guide will include more specific information on the managers role, how P&C can help/support, tools and resources to help them in having difficult conversatons with employees experiencing DFV and the support provided and available by Origin and Gryphon. We anticipated these guides will be complete in Q1 2019. A communications plan is currently being developed on how we launch and share these guides with the organsiation. Origin has previously ran communication and awareness campaigns on DFV - in particular at the launch of our leave policy but also on 23 November, White Ribbon Day. This year again on and in the week of 23-30 November we had a focus on talking about the Supporting the preventation of family and domestic violence. Our senior managers were required to hold a conversation with their team members, using Toolbox Team Briefing material supplied, to raise awareness on the prevalence and impacts, to educate on the various forms and type of DFV, discuss the cultural and social norms that exist which promote DFV from a young age and how we can change that, and how we can look out for and support our colleagues who have or are experiencing DFV. Multiple conversations occured across the organisation, and we encouraged people to post messages on our internal social media site (Workplace). Origin has been an active partcipant over the past 12 months in attending the Essential Services Commission workshops on Family violence resources for the energy retailer sector following the Royal Commission that occured in Victoria for the water sector. Origin will support the recommendations given by the ESC and will work them into the guides previously mentioned to support staff and employees.
ORG_F	Foundation	Origin	ORG_F_15	Products and Services	• Community	Better assist and support recently arrived communities to help ensure they are set up on sustainable and affordable energy plans.	• Collaborate with government, social service providers and other FIAP Trailblazers, to review existing support services and ensure newly settled immigrants have the support required to set themselves up on a sustainable and manageable energy plan.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration	Foundation			Customer Advocacy FIAP Working Group	Ongoing	Partially completed	Over the past 12 months Origin has been working to better understand how we can support our SME customers with their financial wellbeing. Origin has created a product offering for our SME customers which includes a Solar system instulation at no cost to the customer (Solar Flex product) A working group has been created to investigate and idnetify the need to establish a SME Customer Power on Program. This work includes proactivley and reactively speaking to business customers and gathering information to understand what they need to ensure they are supported by Origin with the energy needs and costs for their buinesses. This is still an active and ongoing program of work, as such outcomes and final decisions are not yet in a position to provided at this stage.
WCWA_F	Foundation	Water Corporation WA	WCWA_F_01	Products and Services	• Customers	Expand and enhance our water use programs to educate and assist customers to manage their water usage and in turn their water costs.	• Define the process and implement the Pay-for-plumber, Water Audits and Bill Shock programs.	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation				February 2019
WCWA_F	Foundation	Water Corporation WA	WCWA_F_02	Products and Services	• Customers	Review our existing Financial Support Programs to better support and assist customers experiencing financial hardship.	• Annual review and implementation of recommendations for the Water Assist, Time Assist, Start Over, Interest free payment arrangements programs	• Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services	Foundation				July 2019
WCWA_F	Foundation	Water Corporation WA	WCWA_F_03	Products and Services	• Customers	Provide a dedicated case management service to reduce financial stress for our vulnerable customers.	• The Financial Support Team will case manage all known hardship customers and endeavour to contact suspected hardship customers.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increase in people able to meet current financial obligations	Foundation				June 2019
WCWA_F	Foundation	Water Corporation WA	WCWA_F_04	Products and Services	• Customers	Identify customers who are experiencing financial hardship and, where applicable, encourage them to access financial counselling services for additional advice and support.	• Work with industry partners to implement an efficient referral network	• Increase in awareness and availability of appropriate financial services	Foundation				December 2018
WCWA_F	Foundation	Water Corporation WA	WCWA_F_05	Products and Services	• Suppliers	Develop strategies to minimise the impact of Water Corporation business and associated works on customers, suppliers and the broader community, decreasing the likelihood of financial burden or vulnerability to the stakeholder.	• Undertake an extensive community engagement process before, during and after construction of infrastructure projects.	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation				Ongoing
WCWA_F	Foundation	Water Corporation WA	WCWA_F_06	Financial Capability	• Customers • Staff	Provide education and training to staff to equip them with skills to respond to, assist and support vulnerable customers with empathy and respect.	• Delivery of compulsory empathy training • hardship training • mental health training and resilience training	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation				Ongoing
WCWA_F	Foundation	Water Corporation WA	WCWA_F_07	Financial Capability	• Staff	Provide staff with access to employee support programs to ensure the wellbeing of our employees who may themselves be experiencing financial vulnerability.	• Delivery of and provision of access to staff support programs including Employee Assistance Program , Manager Assistance Program & online support tools.	• Increase in awareness and availability of appropriate financial services	Foundation				Ongoing
WCWA_F	Foundation	Water Corporation WA	WCWA_F_08	Financial Capability	• Customers • Staff • Suppliers • Community	Continue to develop best-practice programs and partnerships, and communicate Water Corporation’s position on domestic and family violence both inside and outside of the workplace.	• Attainment of White Ribbon Workplace Accreditation, implementation of Family and Domestic Violence Policy and compulsory online staff training module, partnership with Women’s Council for Domestic and Family Violence (WA) to support Funds for Freedom…	• Improved support for financially vulnerable customers, staff, suppliers and wider community • More partnerships and collaboration to support vulnerable groups	Foundation				March 2019
WCWA_F	Foundation	Water Corporation WA	WCWA_F_09	Understanding of Financial Vulnerability	• Customers	Continue to connect with customers experiencing financial hardship and educate them on the financial assistance options available to them via a targeted customer engagement strategy.	• Use insights from our 2018 Hardship • review to target home visits to customers we suspect are financially vulnerable	• Increase in targeted and scalable resources to build financial capabilities	Foundation				June 2019
WCWA_F	Foundation	Water Corporation WA	WCWA_F_10	Understanding of Financial Vulnerability	• Customers	Develop and implement a customer-centric digital experience that allows customers, suppliers and employees to access up-to-date, relevant information specific to their account, as well as resources related to water efficiency and support services at their fingertips.	• Use Customer Experience Design outcomes to inform digital decisioning including website re-design, allowing customers to easily manage their accounts.	• Increase in targeted and scalable resources to build financial capabilities	Foundation				December 2020
WCWA_F	Foundation	Water Corporation WA	WCWA_F_11	Understanding of Financial Vulnerability	• Customers • Community	Utilise data-driven information gathered from the Tap In community engagement and research program to develop products and services to support vulnerable customers to manage their water usage and associated financial commitments.	• Use Perth Domestic Water Study outcomes to provide insight into customer usage behaviour, resulting in a review of pricing structures and payment options.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation				December 2019
WCWA_F	Foundation	Water Corporation WA	WCWA_F_12	Understanding of Financial Vulnerability	• Customers • Community	Conduct a state-wide review to understand the impact of economic inequality across Aboriginal and Torres Strait Islander communities in Western Australia and develop support programs to encourage ongoing financial inclusion.	• Complete review and implement findings to best enable Aboriginal town based reserve communities throughout Western Australia.	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased pathways & tools for ongoing support for vulnerable groups	Foundation				June 2019
WCWA_F	Foundation	Water Corporation WA	WCWA_F_13	Understanding of Financial Vulnerability	• Customers • Community	Develop partnerships with Government departments to extend our engagement with targeted vulnerable customer groups, providing information, support and financial care services when and where they are required.	• Work with Department of Communities (DoC) to provide better support for public tenants. Audit top water using DoC properties to identify cause. Work collectively with DoC to retrofit inefficient infrastructure and provide water efficiency training …	• More partnerships and collaboration to support vulnerable groups • Increased financial capability of individuals	Foundation				December 2019
WCWA_F	Foundation	Water Corporation WA	WCWA_F_14	Economic Security	• Suppliers	Explore opportunities to align our procurement processes with our vulnerable customer strategy in relation to economic participation and status.	• Alignment with local procurement government regulations and initiatives.	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation				November 2018
WCWA_F	Foundation	Water Corporation WA	WCWA_F_15	Economic Security	• Community	Explore opportunities to partner with organisations that support vulnerable customers throughout Western Australia.	• Partnership with Women’s Association for Domestic and Family Violence (WA) to provide financial assistance to women and children re-establishing their living situation.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • More partnerships and collaboration to support vulnerable groups	Foundation				June 2019
WCWA_F	Foundation	Water Corporation WA	WCWA_F_16	Economic Security	• Staff • Community	Continue to implement our Disability Access and Inclusion Plan to eliminate access and inclusion barriers and ensure our products and services relevant to employees and community members are fair and equitable.	• Deliver Recruitment Standard, work experience programs, unconscious bias training and inclusive culture workshops. Engage job access providers and disability employment forums.	• Increase in policies, processes and actions to address economic inequalities	Foundation				June 2019
WCWA_F	Foundation	Water Corporation WA	WCWA_F_17	Economic Security	• Staff	Increase awareness of new policy to make superannuation contributions to all employees on paid parental leave, whether it is Water Corporation’s paid parental leave, federal government paid parental leave, or both.	• Delivery of superannuation payments to any staff member on paid parental leave.	• Increase in policies, processes and actions to address economic inequalities	Foundation				Ongoing
WannW_F	Foundation	Wannon Water	WannW_F_01	Understanding of Financial Vulnerability	• Staff	Implement Wannon Water's Inclusion and Diversity plan	• Actions in the Inclusion and Diversity plan are implemented	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			People and Resilience	As per the Inclusion and Diversity plan timelines	Completed	Wannon Water continues to provide many options to support to customers facing challenges in paying their bill. In addition to pre-existing options, the multiple activities have further improved customer support consistent with this action. They include: • Improving Information and Communications Technology (ICT) systems and practices. • Providing customers with easy to understand and simplified payment information. • Training employees in occasional counselling skills. • Adopting flexible and individual arrangements for people impacted by the 2018 bushfires in south-west Victoria.
WannW_F	Foundation	Wannon Water	WannW_F_02	Understanding of Financial Vulnerability	• Customers • Community	Engage with a diverse range of our customers and community to understand what they value in relation to our business.	• An annual engagement cycle is developed and implemented	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increased intra- and inter- sector engagement and collaboration	Foundation			Community & Corporate Services	December 2018	Completed	Wannon Water has led the establishment of the Thriving Communities Partnership (TCP) South West Victorian Chapter – the first regional TCP chapter in Australia. Specific engagement has been undertaken with multiple services and agencies who work with vulnerable people in the region. This has strengthened relationships for the purpose of improving outcomes for our customers.
WannW_F	Foundation	Wannon Water	WannW_F_03	Understanding of Financial Vulnerability	• Staff • Community	Provide workplace flexibility to support our employees and communities	• Managers give flexibility requests due consideration regardless of circumstance	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			People and Resilience	December 2018	Completed	Wannon Water has developed and strengthened relationships with key organisations and initiatives that have a focus on supporting young people experiencing financial hardship in south-west Victoria. They include Brophy Youth and Family Services, Headspace, Bethany, the South West Local Learning and Employment Network, Beyond the Bell and Standing Tall.
WannW_F	Foundation	Wannon Water	WannW_F_04	Financial Capability	• Staff • Customers	Provide family violence training for employees	• Employees are trained in how to recognise and support those impacted by family violence	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Customer Relations People and Wellbeing Corporate Services	December 2018	Completed	Wannon Water has been an active participant in regional, water sector and wider social procurement networks to contribute to the development of the social procurement landscape and inform social practice within its business. In 2018, the Wannon Water Board received an inaugural report on the implementation of its social and local procurement goals. Additionally, Wannon Water is proud to have become an inaugural business sponsor of the regional business-to-business platform Great South Coast Localised.
WannW_F	Foundation	Wannon Water	WannW_F_05	Financial Capability	• Customers	Learn more about the opportunities to support our customers experiencing financial hardship	• Participation in the Thriving Community Partnership (TCP) and the Financial Inclusion Action Plan (FIAP) Community of Practice	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration	Foundation			Community & Corporate Services	December 2018	Completed	In October 2018, a new Water for Community initiative was launched as part of Wannon Water's Partnering for Stronger Communities strategy. Practical initiatives implemented as part of this strategy include: • A 40 per cent rebate for not-for-profit groups responsible for maintaining the aesthetic and functional qualities of green public open spaces and sporting facilities. • The installation of a reverse osmosis plant and two public drinking fountains at Portland District Health to provide great tasting water and to support their goal of removing sugary drinks from the hospital.
WannW_F	Foundation	Wannon Water	WannW_F_06	Economic Security	• Community • Staff	Work with our partners on education and employment initiatives for vulnerable groups	• Wannon Water actively participates in education and employment programs in the region	• Increase in targeted and scalable resources to build financial capabilities • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration	Foundation			People & Resilience	December 2018	Completed	Wannon Water employees participated in multiple training and professional development sessions relating to family violence in 2018. They included all-employee family violence training, and specific training for customer relations team members and managers. Wannon Water also implemented changes to its procedures following the training, and in accordance with the Essential Services Commission Customer Service Code requirements. These changes have been verified through an internal management audit and an external audit. Wannon Water has participated in several local initiatives associated with the 16 Days of Activism campaign against family violence.
WannW_F	Foundation	Wannon Water	WannW_F_07	Economic Security	• Community	Partner strategically with communities in our region	• A community support and partnerships program is in place	• Increased intra- and inter- sector engagement and collaboration	Foundation			Communications & Engagement Branch	December 2018	Completed	Wannon Water has been an active participant and member of the Financial Inclusion Action Plan (FIAP) community of practice and is a founding partner of the Thriving Communities Partnership. Senior employees have regularly represented Wannon Water in both initiatives throughout the implementation period of the FIAP and have actively shared their observations and learnings with our internal 'FIAP champions group' which has representation from throughout the business.
WannW_F	Foundation	Wannon Water	WannW_F_08	Economic Security	• Community	Investigate opportunities for collaborating on financial inclusion and resilience with the Victorian Water Industry	• Opportunities for the Victorian Water industry to collaborate on financial inclusion and resilience have been investigated	• Increased intra- and inter- sector engagement and collaboration	Foundation			Community & Corporate Services	December 2018	Completed	Wannon Water's Inclusion and Diversity Committee has been established with members undertaking professional development and championing issues of inclusion and diversity throughout the business. In 2018 and 2019, the committee has had a particular focus on progressing gender equity and aboriginal inclusion. Amongst other initiatives, a Network of Wannon Water women has been established and cultural competence training has commenced. Additionally all employees have had access to a new eLearn program on inclusion and diversity, including as part of Wannon Water's induction program.
WannW_F	Foundation	Wannon Water	WannW_F_09	Products and Services	• Customers	Offer flexible payment options and financial support for customers experiencing difficulty in paying their account.	• Customers continue to access flexible payment arrangements and assistance	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Customer Relations	Ongoing	Completed	In 2018, Wannon Water reformed its approach to customer engagement and delivered its inaugural Wannon Water Engagement Cycle (WWEC). Vulnerable groups were included within the WWEC and engaged within the delivery of the program. Representatives of vulnerable groups were recruited to the peak Regional Advisory Forum that oversees the WWEC. Findings were considered by managers as they were developing their budgets and key initiatives for the next Wannon Water corporate plan.
WannW_F	Foundation	Wannon Water	WannW_F_10	Products and Services	• Community • Customers	Investigate opportunities for collaborating on financial inclusion and resilience within our service region	• Opportunities for collaboration on financial inclusion and resilience in the region have been investigated	• Increased intra- and inter- sector engagement and collaboration	Foundation			Community & Corporate Services	December 2018	Completed	In addition to developing and implementing new flexible working arrangements and working from home procedures for employees, Wannon Water was a participant in the Victorian Government's study on the benefits of a flexible workplace. We developed an e-form to support employees' requests for flexible work, and have held forums for part-time employees and those aged 55 and over to better understand their circumstances and support their flexibility requests.
WannW_F	Foundation	Wannon Water	WannW_F_11	Products and Services	• Community • Customers	Work with local youth services and educational institutions to increase awareness of Wannon Water's commitment to people facing financial stress.	• Opportunities to partner with youth services and educational institutions have been explored.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration	Foundation			Customer Relations	December 2018	Completed	Wannon Water is a proactive supporter of multiple initiatives with a focus on education and employment outcomes for vulnerable people. They include Beyond the Bell; South West Local Learning and Employment Network and Standing Tall. We have sponsored a scholarship for a local Deakin University student, employed five trainees in 2018, worked with local indigenous employment services, and provided employment for indigenous young people in our region.
WannW_F	Foundation	Wannon Water	WannW_F_12	Products and Services	• Suppliers	Explore opportunities for achieving social outcomes through procurement	• The social procurement components of Wannon Water's procurement policy are implemented	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Corporate Services	December 2018	Completed	Wannon Water endorsed its Partnering for Stronger Communities strategy in October 2018. Initiatives include: • Participating in multiple cross-sector CEO groups within the region. • Participating in regional health and education networks. • Partnering with regional catchment management authorities. • Providing support to flagship projects supporting regional prosperity in south-west Victoria. • Initiating the delivery of partnership broker training to 47 people across 25 organisations within the region. • Implementing corporate volunteering initiatives.
WannW_F	Foundation	Wannon Water	WannW_F_13	Products and Services	• Community	Introduce a Water for Community program	• A Water for Community Program is developed and implemented	• Increased intra- and inter- sector engagement and collaboration	Foundation			Community & Corporate Services	December 2018	Completed	Wannon Water has worked with Yarra Valley Water and City West Water to promote the value of a holistic approach to financial inclusion and vulnerability via the Institute of Water Administrators, VicWater and the Water Services Association of Australia. Wannon Water has also undertaken a full collaboration with Yarra Valley Water and other water corporations through the Thriving Community Partnership (TCP).
YVW_F	Foundation	Yarra Valley Water	YVW_F_01	Understanding of Financial Vulnerability	• Staff • Suppliers • Customers • Community	Strengthen our existing programs to reflect our Reconciliation Action Plan (RAP) commitment and support financial inclusion of Aboriginal and Torres Strait Islander (ASTI) peoples in our customer and community programs.	• Deliver RAP Actions	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Increased financial capability of individuals • Increase in policies, processes and actions to address economic inequalities	Foundation			Community Inclusion	2018 - 2020	Completed	Fair access and assistance for all was one of the 7 outcome areas we committed to as part of our Price Determination following extensive engagement with our customers, where they told us they value supporting people experiencing vulnerability to access support services and want us to make greater investments to reach additional customers. We have set targets around the number of additional customers we will reach (150,000 over 5 years) and confidence that we will look after customers experiencing difficulty paying for essential water and sewerage services. We have developed programs of work to ensure we reach these targets - including additional partnerships with community organisations, testing and trialling different engagement methods for different parts of the community and ensuring ongoing improvements to the way we support customers.
YVW_F	Foundation	Yarra Valley Water	YVW_F_02	Understanding of Financial Vulnerability	• Customers • Community	Review, evaluate and expand new and existing community engagement and community outreach initiatives with a broad range of at-risk groups (including CALD, youth, elderly and new families).	• Develop the Yarra Valley Water community engagement and outreach strategy through the lense of financial inclusion.	• Increased intra- and inter- sector engagement and collaboration	Foundation			Community Inclusion	Jul-05	Partially completed	We are in the process of developing targetted Watercare communication materials for Aboriginal customers, using artwork. This is in line with recommendations from research we carried out on our existing materials. We are also doing research into preferred engagement methods for different parts of CALD communities. Another initiative is trialling communication methods for family violence support services within maternal child health.
YVW_F	Foundation	Yarra Valley Water	YVW_F_03	Financial Capability	• Customers	Enhance our understanding of financial vulnerability risk factors and barriers to inclusion within our community to better target our programs and services.	• Develop a report which maps customer risk factors, vulnerability indicators and other insights across our service area.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			Community Inclusion	Jul-05	Not commenced	We are partnering with CWW to work with Ardoch (a children's education charity focused on improving education outcomes for children and young children) to supply them with 750 Waterbabies books to schools in disadvantaged demographics. This book communicates the change in water use and lifecycle when you have children. The book is provided with Watercare information, so is also an opportunity to raise awareness about our programs. Ongoing initiatives include our cross-referral program with EnergyAustralia. Also, we continue to work with our water industry colleagues to co-sponsor and participate at key events, such 16 days of activism, Cultural Diversity week and Day at the Zoo and other conferences.
YVW_F	Foundation	Yarra Valley Water	YVW_F_04	Financial Capability	• Staff • Customers • Suppliers • Community	Develop business capability to ensure that all areas operate through the lens of financial vulnerability.	• Lead and advocate the FIAP principles across the business to support all divisions in delivering FIAP actions.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased awareness of FIAP program and its goals	Foundation			Community Inclusion	2019 - 2020	Partially completed	During 2018 we introduced a new procurement system, which will significant improve how we strategically manage our contracts and suppliers. Within this system, an opportunity matrix has been embedded which will help to flag procurement categories which present opportunities for particularly questions or requirements for suppliers (e.g. requirement for FV awareness training, referral pathways). We have identified different categories for initial focus, and will work with the relevant project managers to ensure our customer-facing suppliers have a consistent approach and awaress in relation to vulnerability and hardship responses. We have currently trialling an approach with our meter reading contractor.
YVW_F	Foundation	Yarra Valley Water	YVW_F_05	Financial Capability	• Customers • Staff	Work with The Essential Services Commission and other independent bodies such as the Energy and Water Ombudsman to better understand and address relevant issues that affect vulnerable customers.	• Develop insights through our ongoing engagement with stakeholders and co-create solutions to issues impacting vulnerable customers.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration	Foundation			Community Inclusion Regulation & Planning	Jul-05	Completed	We have been part of the Care Ring support program (alongside ANZ, NAB and Western Water) since its establishment. We refer approx 20 customers per month into this wraparound support service.
YVW_F	Foundation	Yarra Valley Water	YVW_F_06	Financial Capability	• Staff	Review and evaluate how Yarra Valley Water supports employee financial inclusion training and education and the issues causing it.	• Develop a financial inclusion learning and development plan.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Community Inclusion, People, Performance & Culture	2019 - 2020	Completed	We are evolving training for staff and managers so we continue to provide tailored training relevant to their role. Working with ESC on development of policies and resources for energy sector. These principles reflect the next-level of response required, and so is also instrumental in our continuing improvement of how we address this issue. (including moving from foundational responses to our role in prevention and societal change). We continue to learn and engage externally with community organisations and other businesses developing responses to this issue. This includes the TCP roundtable, but also other forums and conversations. We have developed new partnerships with Eastern Health and Eastern Community Legal Centre, to raise awareness of the support we can provide for customers experiencing family violence. Starting to work with No to Violence to develop a training package for our customer-facing staff when they work with perpetrators
YVW_F	Foundation	Yarra Valley Water	YVW_F_07	Economic Security	• Customers • Community	Implement our employee diversity strategy, and explore ways of contributing to improved employment pathways to support vulnerable groups in the community.	• Development of a job skills and employability inclusion plan, diversity strategy and diversity working groups.	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			People, Performance & Culture	Jul-05	Partially completed	We have existing systems that enable us to map customer demographics, and we will continue to build and explore how we can integrate these systems to best communicate this information to the business.
YVW_F	Foundation	Yarra Valley Water	YVW_F_08	Economic Security	• Customers • Community	Collaborate across corporate, government and community organisations to support more resilient communities to deliver the Thriving Communities Partnership (TCP) cross-sector collaboration.	• Lead a cross sectoral initiative that collectively builds capacity across the community through learning, research, advocacy, leadership and partnering.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services • Increase in policies, processes and actions to address economic inequalities	Foundation			Community Inclusion	Ongoing	Partially completed	Durign 2018 the Community Inclusion Division became fully operational with the appointment of a Watercare Program manager, and Inclusion Programs manager. The focus for the Division is to embed inclusion principles across YVW, through raising awareness of the WAtercare program and also developing new capability and processes across the business so that we can consistently ensure inclusive practice. Initial areas include - investigating programs for business customers, working with our Service Response area (faults management), developing our next RAP and looking at the accessibility of our communication materials. It also includes working with PP&C colleagues on the enterprise D&I strategy.
YVW_F	Foundation	Yarra Valley Water	YVW_F_09	Economic Security	• Suppliers	Explore opportunities to deliver social outcomes through our procurement activities (e.g. increase supplier diversity and promote aligned values within our supply chain).	• Develop a FIAP workplan to identify and implement all opportunities for procurement to operate through the lense of financial inclusion.	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			Facilities & Procurement, Strategy Communications, Asset Creation	2018 - 2020	Completed	Family violence has been the strong focus during 2018, with our active participation in ESC workshops on development of policies and resources for energy sector. This builds on the introduction of FV requirements within the water sector. ESC and EWoV were also involved in the roundtable organised by TCP and WIRE on organisational responses to FV. We have been actively involved in the DHHS URGs working group, that has led to planned improvements in these grants and how they are administered. This will have a significant impact on our customers.
YVW_F	Foundation	Yarra Valley Water	YVW_F_10	Economic Security	• Community	Collaborate with Victorian water industry partner(s) committed to working on financial inclusion.	• Investigate collaboration opportunities with other Victorian water industry partners including a forum on financial inclusion in the Victorian water sector.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increased intra- and inter- sector engagement and collaboration	Foundation			Community Inclusion	Jul-05	Partially completed	As part of our commitment to actively promote our FV policies to our staff, FV victim-survivor advocate Lisa McAdams came and spoke to our staff. This was an excellent opportunity to hear her speak from her lived experience, and to continue this conversation with our staff. We are planning an event for our employees to showcase our Watercare programs, and the support services that we provide. The aim here is to raise awareness of the programs with our employees, including so that they are able to access them if required. To this end, we are hoping to work with SEW and CWW (given that our employees will be customers across all 3 retailers).
YVW_F	Foundation	Yarra Valley Water	YVW_F_11	Products and Services	• Customers • Community	Expand and enhance our current WaterCare and Customer Support program to deliver effective products and services that assist vulnerable customers to manage their water and sewerage bills now and into the future.	• Develop a workplan to explore and implement all WaterCare and Customer Support program improvements.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Community Inclusion, Customer Support Team	2018 - 2020	Completed	In 2018/19 we are focussed on completing our current RAP and developing our second RAP. Actions relating to FIAP include the improvement of Watercare communications materials, engagement, procurement and employment opportunities. We have engaged AFL Sportsready a Registered Training Organisation to recruit trainees to commence in our Customer Care Division early 2019. We are also starting to explore cadetships for Aboriginal university students. We are building relationships with Aboriginal community controlled organisations to ensure we can continue to strenghten our programs and be responsive to the needs and aspirations of the Community.
YVW_F	Foundation	Yarra Valley Water	YVW_F_12	Products and Services	• Customers	Use an evidence based approach to review and develop effective education and communication materials to our diverse customer base including those who are vulnerable.	• Create targeted marketing end education materials that effectively communicates to our diverse customers base.	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Marketing	2018 - 2020	Partially completed	As outlined above, we have committed within our Price Determination to increase the reach of our Watercare program. The initial stage is a test and trial stage to assess the effectiveness of different engagement approaches. We are also focussed on building partnerships and relationships with community organisations within our service area. Going forward, we want to extend this approach to other areas of community engagement in the business.
YVW_F	Foundation	Yarra Valley Water	YVW_F_13	Products and Services	• Customers	Identify and explore a joint initiative(s) with other FIAP trailblazers for an integrated service or product that supports vulnerable customers.	• Develop a FIAP partnership(s) that includes the exploration and feasibility of cross referral programs.	• Increased intra- and inter- sector engagement and collaboration • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Community Inclusion	Jul-05	Completed	We have a Board approved diversity & inclusion strategy and action plan, which includes a commitment to contribute to pathways for vulnerable groups in the community. Some actions delivered include our CareerConnect program with Jesuit Social Services to provide opportunities for skilled migrants, working with ALFsportsready. The focus areas are gender balance, reflecting our community, Aboriginal & Torres Strait Islander participation and Flexible working.
YVW_F	Foundation	Yarra Valley Water	YVW_F_14	Products and Services	• Suppliers	Expand our hardship and vulnerability support program work with our customer facing suppliers to ensure their services are aligned.	• Develop a workplan to explore and implement all opportunities for customer facing suppliers to operate through the lense of financial inclusion.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration	Foundation			Community Inclusion	Jul-05	Completed	Ciara Sterling has been offline from YVW as she leads this partnership, which officially launched as a company during 2018. Highlights to date include commencement of their flagship project The One Stop One Story Hub, the Teachable Moments roundtable - organisational responses to family violence, and research into best practice for supported decision-making.
YVW_F	Foundation	Yarra Valley Water	YVW_F_15	Products and Services	• Customers • Community	Work with the CareRing program to support vulnerable customers experiencing complex issues through partnership with Uniting Kildonan.	• Community partnership that enables the provision of an extensive range of support services through a centralised, co-ordinated point of contact.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Community Inclusion	Jul-05	Partially completed	A social procurement strategy will be developed in 2018/19, which support this action. This will includes opportunities such as supplier diversity, their employee diversity and family violence policies. (in line with the Victorian Government's social procurement framework). As well as the improvements to our procurement system outlined above, during 2018 we launched our updated Supplier Code of Practice, which articulates our expectations and aspirations for suppliers in areas such as reconciliation, gender equity, disability inclusion, family violence and environment. This is included as part of tender evaluation for our larger contracts. We have worked closely with our Victorian water industry colleauges, and this SCoP has now been adopted by other members of the Victorian water industry. Another key piece of work is undertaking a supply chain risk assessment to better understand potential risks of poor practice in our supply chain (including modern slavery). We are doing this work as part of the Victorian water industry.
YVW_F	Foundation	Yarra Valley Water	YVW_F_16	Products and Services	• Customers	Develop, enhance and promote the Yarra Valley Water family violence policies, protocol and support programs available to customers impacted by family violence.	• Ongoing review and development of the family violence policies, guidelines, resources, partnerships and support programs.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Community Inclusion, Customer Support Team	Jul-05	Partially completed	We have continued our collaborative relationship with the other Metro retailers and Victorian water corporations, including restarting the working group between the water retailers. We continues to actively participate in existing forums such as IWA, Vicwater to share best practice in relation to financial inclusion.
Ash_F	Foundation	Ashurst	Ash_F_01	Products and Services	• Customers	Partner with existing Ashurst clients who are FIAP trailblazers to work together in delivering various FIAP actions	• Identify opportunities to support other FIAP trailblazer organisations, for example by providing targeted legal advice on particular FIAP initiatives on a pro bono or 'low bono' basis • Maintain existing, and identify new, opportunities to collaborate on a financial inclusion focused initiatives	• Increased intra- and inter- sector engagement and collaboration	Foundation			Business DevelopmentStaff	March 2019	Completed	Ashurst is currently working with AGL to develop host a discrimination law clinic as part of AGL's successful LGBTI program in the Latrobe Valley and separately is in discussion with them about providing a seminar on business law as part of AGL's Enterprise Development Program run in conjunction with the Federation University in the Latrobe Valley . Ashurst is also currently in discussions with Verve Super and UNSW about collaborating on a project aimed at increasing young people'e engagement in their financial affairs.
Ash_F	Foundation	Ashurst	Ash_F_02	Products and Services	• Community	Review and improve Ashurst's referral network for pro bono clients who are experiencing financial hardship or exclusion issues or risks	• Identify existing referral services offered by organisations in not-for-profit and for-profit sectors • Create database of key contacts at organisations for referrals	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			Pro Bono CR	Review by December 2018 Database by March 2019	Completed	Internal Referral Database created and launched on Ashurst global intranet, FIAP Hub (February 2019). Database shared with FIAP Trailblazers (March 2019) and Australian Pro Bono Centre (April 2019) for wider dissemination, use and continual expansion.
Ash_F	Foundation	Ashurst	Ash_F_03	Products and Services	• Customers • Staff • Community	Provide holistic support for Ashurst's pro bono clients suffering from financial hardship to ensure they have access to a range of services	• Review referral, acceptance and matter management processes for pro bono clients to identify opportunities to incorporate an assessment of financial health • Develop and conduct training for Ashurst lawyers to assist them in identifying where pro bono clients are facing financial hardship/exclusion and providing additional assistance (including access to referrals database) where required	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			Pro Bono Learning & Development	March 2019	Partially completed	Ashurst has reviewed its processes and inserted specific language about the referrals database and financial hardship into (a) all pro bono legal secondment training manuals; (b) all matter inception documents. The next stage for us is to: work with Redfern Legal Centre to develop a 'checklist' of questions and strategies that lawyers can use when interviewing clients, to find out whether the client is suffering financial hardship. This hardship is often connected to their legal problem. We will then work with RLC and Ashurt's Learning and Development team to develop training for our lawyers to learn how to interview clients in this way and how to make appropriate, respectful and considered referrals so that clients can access the right financial support services (and other non-legal services) they need. The final challenge for Ashurst is to develop better systems for tracking the use of this referral pathway and outcomes.
Ash_F	Foundation	Ashurst	Ash_F_04	Products and Services	• Community	Develop relationships with organisations that support individuals facing financial exclusion or hardship	• Meet, network and build relationships with organisations who support individuals facing financial exclusion or hardship.	• Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups	Foundation			Pro Bono CR	Ongoing and monitored annually	Partially completed	Ashurst is developing a new financial abuse legal clinic at Redfern Legal Centre (RLC). In-house legal teams of financial institutions are also looking to get involved. Ashurst si also workign with Zoe Lamont frm Verve Super to help develop/deliver programs to help educate young women about financial literacy.
Ash_F	Foundation	Ashurst	Ash_F_05	Financial Capability	• Staff	Communicate FIAP to Ashurst staff including establishing a dedicated hub for FIAP (including all training and education sessions) to be uploaded onto our global intranet page.	• Design team to create hub • Development of communication regarding FIAP hub to staff • Ensure all training / education sessions are captured	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased awareness of FIAP program and its goals	Foundation			Communications Learning & development AV Services Diversity & Inclusion	March 2018 and ongoing	Completed	FIAP Hub established on firm intranet with links to all key resources. Internal staff awareness launch sessions in Brisbane and Melbourne on 18 March, Canberra and Sydney on 21 March and Perth on 1 April.
Ash_F	Foundation	Ashurst	Ash_F_06	Financial Capability	• Staff	Make training opportunities for staff a key consideration in the selection process for the firm's superannuation provider.	• Superannuation training / information sessions for staff nationally	• Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals	Foundation			Human Resources	March 2018 and ongoing	Completed	Following a review of its superannuation provider, Ashurst selected ANZ. ANZ has regularly provided updates to staff on superannuation issues including presentations and a dedicated series of webinar sessions.
Ash_F	Foundation	Ashurst	Ash_F_07	Financial Capability	• Staff	Raise awareness to employees about Ashurst's financial hardship associated policies using different forms of media.	• Communication of various hardship policies through nationwide internal update emails and intranet information pages	• Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services	Foundation			Human Resources Diversity & inclusion team Internal Communications	March 2018 and ongoing	Completed	FIAP Hub established on firm intranet with links to all key resources. Internal staff awareness launch sessions in Brisbane and Melbourne on 18 March, Canberra and Sydney on 21 March and Perth on 1 April.
Ash_F	Foundation	Ashurst	Ash_F_08	Financial Capability	• Staff	Launch a "Financial Hardship Checklist" for staff to assist them in times of financial hardship, including the ways in which Ashurst can support.	• Financial Hardship Checklist approved and published on intranet and circulated to staff	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Human Resources	March 2019	Completed	As part of developing the firm's new FIAP Hub intranet, a separate page dedicated to staff has been created. This page advises staff about the options open to them where they may be able to seek assistance if facing a financial hardship issue. This includes links to internal resources and to our referralls database of external organisations.
Ash_F	Foundation	Ashurst	Ash_F_09	Understanding of Financial Vulnerability	• Community	Promote financial inclusion and raise awareness of the FIAP program within the legal sector	• Attend and host events focused on financial inclusion • Develop, together with Corrs Chambers Westgarth, a communication strategy to raise the profile of financial inclusion issues and the FIAP program among law firms and not-for-profit legal organisations	• Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration • Emulation of FIAP actions by others	Foundation			Pro Bono CR Communications Events	March 2019 and ongoing	Completed	In October 2018, Ashurst and Vinita Godinho presented at the interfirm corporate responsibility network meeting on the FIAP Programme. In March 2019, Ashurst hosted a FIAP breakfast briefing with AGL, NAB, Corrs Chambers Westgarth and Verve Super as a panel speakers, to tell other law firms about the unique role they can play in supporting financial inclusion. Four of the panel speakers also recorded a video about their involvement with FIAP which we released over social media. We also published an article with GSM in the International Bar Association's Spring e-Bulletin, talking about the importance of financial inclusion and the ways law firms can create change in their sphere of influence.
Ash_F	Foundation	Ashurst	Ash_F_10	Understanding of Financial Vulnerability	• Staff	Educate managers & partners on ways in which the firm can assist staff facing hardship	• Training materials / sessions for partners and managers	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Human Resources	March 2019 and ongoing	Completed	New HR Policy has been developed directly to tackle financial hardship issues experienced by staff. Firm has also developed an e-learning training session directed at partners and senior managers to assist them to identify when staff may be experincing hardship issues, the resources available both within and outside the firm to assist staff and the new HR policy. Traning to be launched in May.
Ash_F	Foundation	Ashurst	Ash_F_11	Understanding of Financial Vulnerability	• Customers • Staff	Promote financial inclusion and the FIAP program through inclusion of standard wording on our pro bono and CR practice, including Ashurst's involvement in the FIAP program, in appropriate pitches and client-facing materials.	• Draft and approve statement for inclusion in pitches and client-facing material to communicate about the FIAP program and Ashurst's involvement to clients • Develop communications strategy to educate Ashurst staff about involvement in the FIAP program to enable them to engage with clients	• Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration	Foundation			Business Development Pro Bono CR	March 2018 and ongoing	Completed	Pro Bono Collaboration: Ashurst has collaborated with corporate clients ANZ and UBS on legal work aimed at reducing financial exclusion. We are also collaborating with JPM on our Exodus Legal Clinic. Ashurst also hosted FIAP breakfast briefing to the legal sector with AGL, NAB, Verve Super and Corrs Chambers Westgarth to promote the FIAP initiative. Four of the guest speakers recorded a video about their involvement in FIAP which we released over social media. Ashurst has approved text about FIAP to include in business development pitches and for key leaders to use to address external visitors at key events.
Ash_F	Foundation	Ashurst	Ash_F_12	Economic Security	• Suppliers	Review event, catering and stationery procurement process in all Australian offices to identify existing or new supplier relationships promoting financial inclusion.	• Local and National review of procurement processes and relationships	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			Business Services CR	September 2018 Annual Review	Completed	Supplier audit undertaken and document updated monthly by all business units. Criteria developed to assess whether suppliers promote financial inclusion. 10 suppliers indentified and currently being assessed against criteria.
Ash_F	Foundation	Ashurst	Ash_F_13	Economic Security	• Customers • Staff • Community	Implement Reconciliation Action Plan initiatives supporting the promotion of financial inclusion	• Implement and report on the identified initiatives • [Link to 2018-2020 RAP to be inserted prior to publication]	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • FIAP partners commit to data collection • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services • Increase in policies, processes and actions to address economic inequalities	Foundation			RAP Working Group Corporate Responsibility Human Resources Pro Bono Business Development Diversity & Inclusion Office Managing Partners Communications Team Business Services Reconciliation Champions	2018-2020	Completed	We became a member of Supply Nation in 2018. Working with Aboriginal and Torres Strait Islander businesses is an important way we can support the development of an inclusive economy and drive reconciliation forward. In 2018 we participated in the Business Council of Australia and Supply Nation's joint "Raising the Bar" initiative, participating in design workshops aiming to grow the Indigenous procurement capability and impact of Business Council companies. The initiative commenced in November 2017 and ran over four specially designed workshops through the first half of 2018 covering key aspects of target setting, sector capability and adapting internal systems and processes. Our next stage is to use the toolkit that is currently being developed out of these design shops – and examine how we can support this work.
Corrs_F	Foundation	Corrs	Corrs_F_01	Products and Services	• Customers • Suppliers • Community	Collaborate across industries and clients to develop and promote products and services that support those at risk of financial exclusion in the community.	• Providing assistance to community groups providing financial counselling or similar programs in developing consumer financial guides. • Providing clients and community members with access to low-cost legal services or otherwise educating staff on the available resources and organisations to which vulnerable individuals can be referred.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in awareness and availability of appropriate financial services • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			Corrs FIAP working group	June 2018	Not commenced
Corrs_F	Foundation	Corrs	Corrs_F_02	Products and Services	• Staff	Promoting and increasing awareness of staff assistance programs that promote financial inclusion and financial management.  Review of workplace policies to ensure they are financially inclusive.	• Extending the NAB Start Counting program for women in professional services (currently offered in Sydney and Melbourne) to other Corrs offices. The program provides tools, knowledge and, the confidence to enable staff to understand their financial... •  Implementation of Flare – an integrated financial wellbeing platform that facilities financial wellbeing by recommending a range of financial products that aim to improve financial inclusion (e.g. superannuation funds • life insurance • health insurance • discounts etc.) •  Providing training on empathy for those experiencing financial stress and resources to assist with referrals to financial counsellors. •  2017/18 – Wellbeing@Corrs will run financial literacy seminars for all staff to cover healthy money habits, superannuation and insurances. • Extending the financial seminars for graduates across all officers (currently offered in Brisbane only) which cover: • o basics of financial goals (short term, medium and long); • o ways to borrow and save; • o budgeting strategies and managing debt; • o avoiding particular types of debt; • o superannuation basics, • o investments • and • o insurance. •  Create an online database which provides links, information and contacts for parties seeking assistance. •  Two-part ANZ Financial Planning Series to be offered in more offices (currently sessions held in Sydney and Melbourne) The seminars cover: • o Improving your Financial Literacy • and • o Bridging the Super Gap for Women.	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Increased financial capability of individuals • Improved access to appropriate financial products and services • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Increase in policies, processes and actions to address economic inequalities	Foundation			Wellbeing@Corrs People and Performance	Dec 2018 and ongoing	Completed	Corrs has partnered with Flare to provide a range of services including financial planning and education, health cover, insurance and telco deals and car packagaing services
Corrs_F	Foundation	Corrs	Corrs_F_03	Financial Capability	• Customers • Suppliers • Community	Engage with suppliers, clients and other FIAP participants, both within and outside of the legal sector, to share ideas and collaborate on initiatives that help increase awareness and reduce financial exclusion within their organisation.	• Creating scalable resources that can be tailored to clients and community members regardless of their industry sector.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups • Emulation of FIAP actions by others	Foundation			Corrs FIAP working group	Dec 2018 and ongoing	Not commenced
Corrs_F	Foundation	Corrs	Corrs_F_04	Financial Capability	• Staff	Improving the capabilities (knowledge and skills), attitudes and behaviours of staff to emphasise importance of financial inclusion both within the firm and when engaging with external stakeholders as well.	• Increasing awareness of FIAP and facilitating discussion and knowledge sharing of strategies and resources to improve financial wellbeing. • Continual participation in FIAP and developing actions that can be implemented across the legal and professional services sector, to promote financial inclusion in the community.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups • Increased financial capability of individuals	Foundation			People and Performance	Dec 2018 and ongoing	Partially completed	The Flare Program includes aspects of this action item
Corrs_F	Foundation	Corrs	Corrs_F_05	Understanding of Financial Vulnerability	• Customers • Suppliers • Community	Build on successful relationships with pro bono organisations and social enterprises to identify opportunities to enhance financial inclusion in the community.	• Continue to develop innovative ideas to promote initiatives such as the Reconciliation Action Plan (RAP), and sharing knowledge and resources to use such initiatives to promote financial inclusion. •  Continual engagement with secondary and tertiary education providers to improve the employment opportunities of members who may be more likely to experience financial hardship (e.g. new migrants • refugees • persons with disabilities).	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Increase in policies, processes and actions to address economic inequalities	Foundation			Corrs FIAP and Pro Bono leaders. Corrs’ Client and Markets team	Dec 2018 and ongoing	Completed	This is more of an ongoing matter. We have always had a strong pro bono practice assisting refugees. Corrs is now providing pro bono assistance a new charity venture that is developing a new financial product to enable people in community housing to purcahse a home (via an innovative guarantee product) which in turn will free up community housing for others.
Corrs_F	Foundation	Corrs	Corrs_F_06	Understanding of Financial Vulnerability	• Staff	Broadening our understanding of financial barriers that can arise within the community and then finding solutions to remove or reduce those barriers.	• Continue to implement and develop RAP and other gender and cultural diversity initiatives within the offices. • Continue to provide training and education to lawyers on awareness and understanding of financial hardship to support existing relationships with pro bono partners (eg the Self-rep clinic or the Refugee Civil Law Clinic).	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities	Foundation			Corrs’ People and Performance team Corrs FIAP working group		Completed	as above
Corrs_F	Foundation	Corrs	Corrs_F_07	Economic Security	• Customers • Suppliers • Community	Continue programs in partnership with these stakeholders to assist and promote financial inclusion and access to justice for vulnerable groups and individuals.	• Better sharing of information and monitoring how other organisations’ policies (including those who are participants in FIAP) are supporting economic participation.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Emulation of FIAP actions by others	Foundation			Pro bono committees and members and Corrs FIAP working group.	Dec 2018 and ongoing	Partially completed	Really this is more of an ongoing action item. Refer to work being done above.
Corrs_F	Foundation	Corrs	Corrs_F_08	Economic Security	• Staff	Promote equal opportunity in the workplace and ensure that vulnerable groups e.g. minorities and women, are supported (and not disadvantaged) starting from the recruitment stage to when they are employed by Corrs Chamber Westgarth.	• Ensuring existing recruitment policies do not disadvantage vulnerable individuals and groups from the selection and recruitment process. •  Develop ways to safely and securely record information on the professional development of vulnerable groups (e.g. women returning from maternity leave, people from culturally diverse backgrounds) to identify whether there is equal opportunity for… •  Explore ways to ascertain number of financial hardship related issues that are brought up by staff at EAP appointments. Identify if more needs to be done to help staff identify and tackle financial stressors.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • FIAP partners commit to data collection • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Increase in policies, processes and actions to address economic inequalities • Reduced economic inequalities (including gender gap)	Foundation			People and Performance Corrs FIAP working group	Dec 2018 and ongoing	Not commenced
ANZ_F	Foundation	ANZ	ANZ_F_14	Products and Services	• Customers • Staff	Develop a consistent, bank-wide approach to supporting vulnerable customers	• 1. Vulnerable Customer framework developed and embedded for application across Australia Division & Wealth • 2.Easy to follow guidelines for staff supporting vulnerable customers across Australia Division & Wealth, underpinned by agreed framework	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			MD, Retail Distribution		Completed	In FY2017 our participation in the Given the Chance program with the Brotherhood of St Laurence enabled us to offer 41 refugees work placements in Australia, a 24% increase on our FY2016 intake. The diversity of roles has expanded to include support roles across Operations, Technology and Institutional banking. ANZ has committed to expanding Given the Chance with Brotherhood of St Laurence in FY2018.
ANZ_F	Foundation	ANZ	ANZ_F_15	Products and Services	• Customers • Staff	Enhance the support provided to vulnerable customers by improving staff capability and understanding of financial difficulty	• 1. Regular financial difficulty awareness events conducted, including education sessions and external guest speakers where appropriate • 2. Internal survey results outlining staff attitudes to financial difficulty • 3. Plan for future training and awareness initiatives	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Senior Manager, Customer & Quality	October 2016-September 2017	Completed	Progress against the 2016-2018 Accessibility & Inclusion Plan (AIP) was reported in our 2017 Corporate Sustainability Review. Highlights included: • sponsoring the #apps4autism hackathon hosted by Autism CRC, where teams of autistic adults, developers and designers and service providers worked together during the three-day event to translate evidence-based research into real life solutions for the autistic community; and • the ANZ Spectrum Program, in partnership with DXC.technology to support autistic individuals gain entry to the workplace. The three-year program will initially select talented individuals to work in cyber security and testing roles in technology, supporting them with training and the development of a thriving and rewarding career at ANZ and elsewhere.
ANZ_F	Foundation	ANZ	ANZ_F_16	Products and Services	• Customers • Suppliers	Provide effective point of specialist contact for financial counsellors working with ANZ customers	• Financial Counsellor Liaison team available to engage with financial counsellors from all States and Territories • Feedback from regular engagement workshops with financial counsellors from all States and Territories	• Increased intra- and inter- sector engagement and collaboration • Improved support for financially vulnerable customers, staff, suppliers and wider community • More partnerships and collaboration to support vulnerable groups	Foundation			Head of Collection & Fraud Operations; Operations Manager, Customer Connect	October 2016-September 2017	Completed	In FY2017, ANZ offered free financial advice to people who have less than $50,000 in superannuation savings. 139 customers took up the offer in FY2017, the majority being women. The offer of free financial advice sessions is promoted through the ANZ Women’s website at http://www.women.anz.com/the-conversation/equal-future
ANZ_F	Foundation	ANZ	ANZ_F_17	Products and Services	• Customers	Expand the CareRing program to support vulnerable customers in hardship in partnership with Kildonan UnitingCare	• 1. CareRing service for ANZ customers available in Vic, NSW, ACT and Qld, including over the phone service • 2. MoneyMinded financial literacy delivery integrated into the CareRing model	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services	Foundation			Head of Customer Resolution Delivery; Operations Manager, Customer Connect	October 2016-September 2017	Completed	Each week, two articles are published supporting the #equalfuture campaign on the ANZ Women's website (http://www.women.anz.com). Engagement with the site has continued to grow in FY2017 with 158,287 page views (to Aug 2017) and 88,337 unique visitors. ANZ has increased the profile of the website through releasing an ebook - Money & Life - on iTunes publishing the most popular content on the ANZ Women website; the Equal Future e-newsletter; and regular advertising campaigns. The ANZ Women's equal future campaign won the 2017 Marketing, Advertising & Sales Excellence awards for Financial Literacy campaign of the Year.
ANZ_F	Foundation	ANZ	ANZ_F_18	Products and Services	• Customers	Refer hardship customers to MoneyMinded training and conduct a review to assess the contribution of financial literacy support to improving customer and business outcomes*	• 1. Report of customers referred to MoneyMinded • 2. Internal report reviewing referral outcomes and impact of financial literacy training for customers (completion, anecdotal feedback from participating customers regarding value and application)	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased financial capability of individuals • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Head of Customer Resolution; Operations Manager, Customer Connect	October 2016-September 2017
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_15	Products and Services	• Customers • Community	Invest for financial inclusion, including in responsible banking	• Capital for appropriate finance, not for inappropriate finance • Investor advocacy for bank culture that promotes financial services serving the interests of customers	• Increased intra- and inter- sector engagement and collaboration	Foundation					Completed	We remind employees that they can access the Employee Assistance Program (EAP): it is raised during employee induction, we provide brochures in common areas in the office, offer it to employees experiencing personal or performance challenges and we remind employees of the service during all-staff meetings. We also obtain bi-annual reports on usage of the service which shows we have good usage relative to other financial services companies (note the report only discloses the number of people who have used the service; not who has used it).
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_16	Products and Services	• Customers	Provide appropriate insurance cover in superannuation to support financial resilience	• Design improvements to insurance which take account of the interests of people most at risk of financial exclusion	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation					Completed	We developed a statement of support on domestic and family violence to highlight our commitment to support victims of family or domestic violence. In 2018 we introduced a new employee benefit which provides 10 days domestic violence leave, with the option for employees to take additional leave if requested. Anyone who has been impacted by domestic violence can also access financial support (e.g. for hotels / accommodation).
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_17	Products and Services	• Customers	Raise member awareness of insurance cover through clear communications and provide a good process for insurance claims	• Strong client awareness of features, costs and benefits of insurance, when joining and when circumstances arise for a claim • Streamlined process to make insurance claims	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation					No longer planned	This option was explored but assessed as not commercially viable (including because parents want flexibility in terms of where their children go to childcare). Additional benefits introduced for new parents outlined above.
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_18	Products and Services	• Customers • Community	Explore partnerships and referral arrangements with providers of financial counselling and other support services	• Improve our understanding of financial counselling and other support services available, and our capacity to support and refer clients to those services	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation					Partially completed	Over two days in June 2018 we participated in the Smith Family Work Inspirations Program, which has the ambition to “connect disadvantaged young Australians with inspiring work experience opportunities”. The program included a series of workshops for ten year 9 and 10 students at Miller High School. The Miller community has twice the level of low income households than the national average. The aim of the program was to help students understand careers, build job-readiness skills and help young people see the connection between education and career. We also ran two clothing collections for Dress for Success and Dress for Work.
BAUST_F	Foundation	Bank Australia	BAUST_F_17	Products and Services	• Customers	Offer the Pension Access Account for our customers on an aged, disability or veteran’s pension	• Number of customers with a Pension Access Account to be: >8,000	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Retail	Ongoing – monitored annually	Partially completed	The banks refugee and asylum seeker policy development framework is currently in draft and a recommendation will be developed by early 2018.
BAUST_F	Foundation	Bank Australia	BAUST_F_18	Products and Services	• Customers	Offer a responsible referral pathway to microfinance institutions when small personal loans are declined from our Fitzroy branch	• Referrals from Fitzroy branch to responsible microfinance institution(s) • No-interest emergency microloans • Data collection on number of referrals and loans	• Organisational culture enables staff to better identify and support financially vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services • Improved financial capabilities • Increase in financial inclusion (access to products and services)	Foundation			Retail	Ongoing – monitored annually	Completed	We undertook a gender pay gap analysis in September 2015. The next formal review with take place in late 2017 as part of our ongoing effort to achieve gender pay equality. The current higher than average salaries for men reflect a larger number of men currently employed at higher role classifications. The next formal review will examine the factors influencing the gap, as well as experience and qualifications, to inform where we need to close gaps.
BAUST_F	Foundation	Bank Australia	BAUST_F_19	Products and Services	• Customers	Increase uptake of Basic Access Account for eligible customers on a low income	• Basic Access Account offered to eligible customers	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved access to appropriate financial products and services	Foundation			Retail	Ongoing	Completed	The Latrobe Youth Choices program continues to progress. In May 2017, we supported the program's launch of Just One Thing, a public campaign to engage individuals and the business community to make a difference to the lives of young people.
BAUST_F	Foundation	Bank Australia	BAUST_F_20	Products and Services	• Customers	Communicate availability of financial hardship services more effectively by presenting information more comprehensively and clearly to customers	• A hardship communications plan	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved access to appropriate financial products and services	Foundation			Corporate AffairsMarketingCredit IntegrityRetail	May 2017	Completed	In 2017 $196,500 was allocated to programs and initiatives that support the education of young people. Projects/partners include: - State Schools Relief calculator program - Illawarra Housing Trust Scholarship - QUT Learning Potential Fund - Zoe Support young mothers program
BAUST_F	Foundation	Bank Australia	BAUST_F_21	Products and Services	• Customers	Review suitability of existing low-income insurance product	• Recommendation paper on how the bank can best provide a low-income insurance product	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Insurance and Wealth	June 2017	Completed	In 2017 loans that benefited people represented 4.1% of our lending portfolio at $178.2 million. They were mostly loans for affordable housing, and to support the social and disability housing sector. Lending to the community housing sector specifically was $145 million. One example is our relationship with Women's Property Initiatives. Through our lending to develop and provide good qulaity long term, affordable housing, we've helped build a secure futrure or women and children in need.
BAUST_F	Foundation	Bank Australia	BAUST_F_22	Products and Services	• Customers • Community	Pilot a coordinated approach to financial inclusion in Fitzroy and Latrobe branches (Moe, Morwell, Traralgon),which includes: • Responsible referrals to microfinance institutions • No interest emergency loans • Low-income insurance • Matched savings programs • Referrals to financial counsellors	• Recommendation paper on how the bank can best provide a coordinated approach to assist people vulnerable to financial exclusion • Testing of model	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved financial capabilities • Reduced economic inequalities (including gender gap)	Foundation			Corporate Affairs Retail Credit Integrity	Recommendation for pilot: August 2017 Pilot run: 2017/18	Partially completed	We are in the process of exploring options for staff in line with addressing the needs of our customers (our staff are all customers).
BAUST_F	Foundation	Bank Australia	BAUST_F_23	Products and Services	• Customers	Use data to better inform: • The products and services we provide to customers • How we engage customers around financial hardship • What financial literacy information we provide to customers	• Data that informs actions for future FIAPs • Identification of material actions for the bank and its customers	• FIAP partners commit to data collection • Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Effective data collection • Increase in policies, processes and actions to address economic inequalities • Improved access to appropriate financial products and services • Increased pathways & tools for ongoing support for vulnerable groups • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. )	Foundation			Marketing Corporate Affairs Business Support	Scope and source data set: November 2017	Partially completed	We will look at this response more thouroughly in 2018, specifically a Family Violence policy to support customers. Progress to date includes: 1.Budget allocated for Family Voilence staff training for 2018. 2. Engaged with CEO of WIRE (Women's Information Referral Service) to explore response. 3. Launch of a revised staff leave policy that includes Family Violence leave (release May 2017) 4. Recommendation for Emergency Account for customers impacted by Family Violence (part of recommendation paper 'Exploring products that promote financial inclusion'.)
BUSSQ_F	Foundation	BUSSQ	BUSSQ_F_01	Products and Services	• Customers	Establish Response Solutions Team, with a holistic case management approach that allows for possibility of assistance and referrals beyond direct financial assistance.	• Case Management system that tracks outcomes of individual cases. • Case Management system that tracks outcomes of individual cases.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation				RST is in place. Categories of outcomes to be implemented on CRM by end February 2019, so outcomes can be reported.	Completed	The BUSSQ Response Solutions Team was implemented to assist members in dire financial situations. Data indicated that members were making claims on hardship or compassionate grounds year after year, and unable to break out of their financial sitation. One of BUSSQ’s goals is to help our members break the cycle by assisting them to overcome the difficulties that lead to their situation. The team works closely with industry partners and charity organisations to connect members with services including personal and financial counselling and employment seeking. 1037 activities were completed by the Response Solutions Team in relation to Case Management for 726 members.
BUSSQ_F	Foundation	BUSSQ	BUSSQ_F_02	Products and Services	• Customers • Staff	Make available services via Skylight to assist members in hardship. Skylight is a financial planning subsidiary that is able to help members with heavy debt, managing Centrelink requirements, budgeting and other services.	• Establish services of assistance to members in certain circumstances: Budget planning, Centrelink Assist.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased pathways & tools for ongoing support for vulnerable groups	Foundation				In place. Establish reporting mechanisms by end January.	Completed	When responding to members in hardship, BUSSQ's Contact Centre and Fund Office staff, including the Response Solutions Team - promote the services of Skylight Financial Solutions. Skylight provides services to members who are experiencing financial distress by way of budget planning and Centrelink Assist.
BUSSQ_F	Foundation	BUSSQ	BUSSQ_F_03	Products and Services	• Customers • Staff	Implement “Over the phone” facility for processing financial hardship claims, to assist members without easy access to the internet, mail or printer or with urgent requirements.	• “Over the phone” service is available.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation				In place. Establish reporting mechanism by end January.	Completed	For those members who are in financial hardship and experiencing difficulties completing paperwork (ie due to illiteracy, unable to access email/internet/computer/printer etc), BUSSQ offers the member assistance by way of assisting the member to complete the claim "Over the Phone". The Fund's Administrator provide a report on a monthly basis which includes the number of all financial hardship and compassionate grounds claims that have been processed 'over the phone'. In 2019, 802 Early Release Benefit Payments were completed over the phone by BUSSQ's Administrator, LINK Administration Services.
CBA_F	Foundation	Commonwealth Bank	CBA_F_23	Products and Services	• Customers	Train selected retail bank staff to conduct quality, needs-based conversations with customers focused on identifying customer goals and needs	• Selected frontline staff undertake the Financial Health Check (FHC) training and accreditation module	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Group Sales & Service – Retail Banking Services	June 2018	Completed	We ran module one of the program as a face to face training for all employed (CFP) Planners in October 2016 with further training via our Digital Learning Space (DLS) throughout 2017. These learning modules are also now incorporated into the orientation and induction program for new Financial Planners
CBA_F	Foundation	Commonwealth Bank	CBA_F_24	Products and Services	• Customers	Offer monthly account and withdrawal fee waivers for eligible low-income Australians, according to product terms and conditions.	• Where applicable, monthly account and assisted withdrawal fees are waived on a range of eligible accounts if the customer: • • Receives Australian War Veteran, Aged or Disability Pension directly credited to an account • or • • Is under 21 • or • • Relies on over-the-counter services because of a disability which prevents e-banking facility usage.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved access to appropriate financial products and services	Foundation			Deposits and Transactions - Retail Banking Services	Ongoing and reviewed annually	Completed	At times of major large weather events throughout the year, Commonwealth Bank activates its Emergency Assistance Package for customers and businesses affected by bushfires, floods and storms. Special arrangements are put in place to provide support to our Commonwealth Bank and CommInsure customers should they need it, and our people are ready to assist them promptly with their financial concerns and enquiries
CBA_F	Foundation	Commonwealth Bank	CBA_F_25	Products and Services	• Customers	Assist customers experiencing financial difficulties through CBA’s financial hardship team, Customer Assist.	• Customer Assist continues to work with customers in difficulty	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Collections and Customer Solutions – Retail Banking Services	Ongoing	Partially completed	CBA and Supply Nation have brought on Microsoft to continue the development of the JumpStart app.
CBA_F	Foundation	Commonwealth Bank	CBA_F_26	Products and Services	• Customers	Provide over-the-counter banking services to customers outside of major cities.	• Provision of CBA banking services via Australia Post outlets across Australia.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Branch and Self Service Distribution – Retail Banking Services	Reviewed annually	Completed	Over 20 direct Indigenous business introductions to category manager or budget holders and over 15 introductions to existing non-Indigenous suppliers. All introductions made within categories with strong opportunities for the business.
CBA_F	Foundation	Commonwealth Bank	CBA_F_27	Products and Services	• Customers	Remove unnecessary complexity in the design of basic personal banking products and prioritise use of plain English in general insurance policies to make it simpler for customers to understand what is covered	• Recommendations made for product design changes. • Implementation of design changes.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Retail Banking Services CommInsure -Wealth Management	Ongoing	Completed	Signatory to MCC Supplier Multiplier Initiative. SCOC built into the standard procurement practices including for on-boarding of suppliers, contracts and tender documents. Also publicly available on CBA website
CUA_F	Foundation	CUA	CUA_F_01	Products and Services	• Members	Improve the way CUA offers financial assistance to members when they need help.	• Baseline CUA’s current financial assistance process with continuous improvement plan in place Ensure all team members (both customer facing and back office) are aware of CUA’s financial assistance package • Improve reporting of the effectiveness of CUA’s financial assistance to our members	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Head of Operations & Continuous Improvement	December 2020	Completed	Complete - All team members aware of Great Southern Bank's Financial Assistance package and we have continued to look for opportunities to improve our support for customers experiencing vulnerability, launching a pilot of the CareRing program in March 2021. To support this pilot, Great Southern Bank's Financial Assistance, Collections and Recoveries team undertook vulnerability training provided by Uniting Kildonan which raised awareness and helped to identify key triggers relating to vulnerability. The CareRing program offers Great Southern Bank customers wrap around support for broader issues which may be causing them to become vulnerable and which may be preventing them from securing appropriate banking outcomes. This is a free service for our customers and includes independent financial counselling, support for family violence situations, access to government services, and help like energy advice. To date, 143 customers have been referred to the CareRing program and as a result of our engagement with the CareRing proframe, Great Soutehrn Bank has taken steps to make it easier for customers to engage with us through an independent Financial Counsellor. The vulnerability training delivered an uplift in awareness and skill set of the team and fostered a culture of understanding unconscious bias when identifying potentially vulnerable customers. As a result of having a better understanding of different types of vulnerable situations approximately 185 customers have been referred for support services through the CareRing pilot.The customers were offered support services unique to their situation. We now have the data to show the top 3 vulnerabilities our cohort of customer faced over the last 13 months is unemployment, mental health and family violence. In addition, we have introduced new processes aimed to support reduce effort and support vulnerable customers. 1) Authorising Financial Councillors and Third Parties – Enhancing the contact channels and methods in which a customer can stand up a representative. 2) Long Term Payment Plans – Placing a stop on all interest and fees enabling customers to pay within their means if there has been a material change in their situation which is not expected to change. Complete - Great Southern Bank provides tailored Financial Assistance plans to customers who need them, with response times reducing and high customer satisfaction with our service. We have improved and tracked our data collection to understand the impact of our support and the extent of assistance required. Unemployment, mental health challenges and family violence are three key reasons our customers experience vulnerability, with referral to Financial Counselling, unemployment services and family services among the main support services required.The data collected in the CareRing report demonstrated that family violence was one of the top 3 reasons for identified vulnerability over the last 13 months. The new Recording Family Violence procedure ensures that each customer profile is updated on multiple platforms to reduce risk. We have also developed the Authorising Financial councillors or third party policy – this policy enables customers to appoint a representative using different contact channels to suit their needs, phone, email letter. It reduces effort for customers and financial counsellors and provide different platforms dependant on this customers preference. Finally the 'Assess Long Term Payment Plans' procedure has been developed and is used for customers with unsecured loans who have had a material change in their situation and are not expected to be able fulfill the contracted payment requirements. The benefit to the customer is that we assess what is achievable for them based on their unique situation and includes stopping interest and fees so that the customer is able to pay off the loan at a rate they can afford without the loan amount increasing.
CUA_F	Foundation	CUA	CUA_F_02	Products and Services	• Members	Improve our members’ knowledge of the support available from CUA and our partners when they experience vulnerability	• Improve communication about and access to CUA’s financial assistance packages	• Increase in awareness and availability of appropriate financial services	Foundation			Head of Operations and Continuous Improvement	December 2020	Completed	Complete - Great Southern Bank reviewed and redesigned the 'Unexpected Events' section of our website to support customers experiencing vulnerability so that it has better information, is easier to find through organic searches, and easier to access the help you need.
CUA_F	Foundation	CUA	CUA_F_03	Products and Services	• Members	Review CUA’s current products through a financial inclusion lens and identify potential barriers to financial inclusion	• Complete a review of CUA products and identify priority actions to address potential barriers to financial inclusion	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Head of Products	June 2021	Completed	Complete - A review of Great Southern Bank’s products and services identified that efforts had already been made to reduce the barriers caused by the costs associated with banking products by not charging monthly account keeping fees. Further opportunities to reduce this barrier were identified in relation to ongoing service fees which saw the reduction or removal of fees such as dishonour fees. Great Southern Bank actively engages with government schemes and Not-For-Profit organisations to overcome the barriers to home ownership and also launched a no frills, basic home loan product in June 2021 to help reduce the ongoing costs associated with a home loan.
CUA_F	Foundation	CUA	CUA_F_04	Products and Services	• Members	Continue to identify and expand specialist products which aim to remove barriers to inclusion and enhance the financial wellbeing of members facing specific challenges	• Roadmap for scale-up of existing specialist products (e.g BuyAssist and First Home Loan Deposit Scheme) and scoping of new opportunities.	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality)	Foundation			Head of Products	Ongoing	Completed	Complete: Great Southern Bank continues to work with the National Affordable Housing Consortium to support the BuyAssist shared equity scheme and to participate in government schemes which support first home ownership, such as the NHG, FHLDS and Family Home Guarantee. Through Great Southern Bank's participation in the First Home Loan Deposit Scheme we have scaled up our lending, with over $1 Billion in home loans. Great Southern Bank has also developed a no frills, basic home loan product and work.
HESTA_F	Foundation	HESTA	HESTA_F_15	Products and Services	• Community	Strengthen partnerships within health and community services to explore best practice referral processes to external providers including; • Good Shepherd Australia New Zealand (GSANZ) • 10thousandgirl • Financial Counsellors of Australia (FCA)	• Development of referral pathways to external providers.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			Executive – Engagement Strategy	December 2017	Completed	Developed our Innovate RAP and supported/approved and endorsed by Reconciliation Australia.
HESTA_F	Foundation	HESTA	HESTA_F_16	Products and Services	• Suppliers	Implement continuing improvements in our insurance products while understand the impact on potential financial exclusion and resilience.	• Third party commitment to financial resilience outcomes as a part of insurance provision	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Chief Operating Officer	Ongoing	Partially completed	Further analysis still to be completed in this space.
HESTA_F	Foundation	HESTA	HESTA_F_17	Products and Services	• Customers	Explore innovative ways that help members to proactively contribute to their retirement savings, particularly those on low incomes.	• Develop analysis using data and insights identifying potential innovations.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Executive – Marketing Strategy	Ongoing	Partially completed	Continuing to advocate for this change to occur and the removal of the $450 Threshold. Made a submission into the Insurance in Superannuation Code of Practice. Launched a campaign to assist victims of family violence by allowing access to superannuation early on compassionate grounds. Launched the Fair Super Split campaign in Western Australia which aims to bring change for de facto couples who currently can't split their superannuation when their relationship breaks down. Have continued to campaign for gender equity in pay and super. Wrote directly to ASX200 listed companies to encourage greater board diversity.
HESTA_F	Foundation	HESTA	HESTA_F_18	Products and Services	• Staff	Maintain above-industry standard employee benefits that include, but are not limited to; 15% superannuation contributions for employees, five days extra paid leave over Christmas /New Year, 14 weeks paid parental leave for the primary carer and superannuation contributions on unpaid parental leave for up to one year and access to long service leave entitlement after five years’ service.	• Continue to offer additional provisions to employees that promote responsible personal financial management.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Increased economic resources	Foundation			Executive – People Strategy	Ongoing	Completed	Continuing to make direct and significant investments in social impact initiatives including:
HESTA_F	Foundation	HESTA	HESTA_F_19	Products and Services	• Staff	Maintain a culture that promotes and values continuous professional development and education by offering discounted fees for personal financial planning, an annual individual professional development budget and opportunities for all employees to develop broader business capability.	• High employee engagement • annual analysis of the uptake of employees accessing financial planning and other additional benefits • current diversity and inclusion strategy.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Improved access to appropriate financial products and services • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. )	Foundation			Executive – People Strategy	Ongoing	Partially completed	Further analysis and data to be collected in this space.
IAG_F	Foundation	IAG	IAG_F_01	Products and Services	• Customers	Customer Equity Framework: Develop a Customer Equity Framework to define a set of customer service standards that will provide an equitable and consistent customer experience. The framework will be used to guide the development of training, processes, policy and system changes.	• An implementation plan for the Framework • A customer vulnerability journey to help understand the needs of customers facing vulnerability throughout their interactions with us. • IAG Customer Equity Framework	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in policies, processes and actions to address economic inequalities	Foundation			Executive General Manager Customer Futures, Executive General Manager Customer Development, Executive General Manager Innovation	December 2020
IAG_F	Foundation	IAG	IAG_F_02	Products and Services	• Customers	Product Design Principles: Develop product design principles and a framework, including review questions, to facilitate a consistent, formalised, principles-based approach to reviewing our products and services. This is to ensure our products are fair and equitable for all our customers.	• Product design principles • An initial review of all products against principles completed • Ongoing review of all products against principles completed.	• Improved access to appropriate financial products and services • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Executive General Manager, Product & Pricing	Ongoing
IAG_F	Foundation	IAG	IAG_F_03	Products and Services	• Customers	Employee Training: Provide training to employees to help them identify and support customers experiencing vulnerability, initially focusing on those affected by family and domestic violence, financial hardship or mental ill health. This will be supported by improved processes and systems for employees.	• Processes and systems updated to support customers and employees to deliver an equitable experience. • Specialised roles, such as a Customer Vulnerabilities Delivery Manager, created to improve support, services and processes for customers experiencing vulnerability. • Approved IAG Family and Domestic Violence (FDV) policy. • Employee training program developed and delivered to customer-facing employees.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in policies, processes and actions to address economic inequalities	Foundation			Executive General Manager Customer Futures, Executive General Manager Customer Development, Executive General Manager Consumer Distribution	Ongoing
IAG_F	Foundation	IAG	IAG_F_04	Products and Services	• Customers	Language services: Provide language services for those who speak language other than English to increase understanding of our products and services.	• Delivered a pilot program for a language interpreter service for customers. Using learnings to scale the service. • Provided information to a translation service on our customer-facing websites for people who speak languages other than English to access support.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved access to appropriate financial products and services	Foundation			Executive General Manager Consumer Distribution	Ongoing
IAG_F	Foundation	IAG	IAG_F_05	Products and Services	• Customers	Simplifying Product Disclosure Statements (PDS): A pilot program to make it easier to understand insurance by providing simple and clear information about our products and services.	• Develop a shorter, simpler PDS. • Formed a Customer Working Group, to learn from their feedback, to help improve the product and transparency of the associated documentation. • Pilot program using a visual guide for a motor insurance product, under our Poncho brand. The guide uses pictures to show customers the cover they receive for products.	• Increase in targeted and scalable resources to build financial capabilities	Foundation			Executive General Manager Customer Development	December 2020
IAG_F	Foundation	IAG	IAG_F_06	Products and Services	• Community • Employees	Creating accessible technology: Design inclusive and accessible digital applications aimed at making our technology more accessible to customers and employees over time.	• Applied the Accessibility Guidelines to a pilot project. • Developed IAG group-wide technology Accessibility Guidelines. • 'Global Accessibility Awareness Day' events about understanding accessibility barriers for employees access Melbourne and Sydney..	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved access to appropriate financial products and services	Foundation			Group Executive Technology & Digital	Ongoing
MB_F	Foundation	Money Brilliant	MB_F_01	Products and Services	• Customers	Design and develop functionality in the MoneyBrilliant application to highlight to customers when they may be able to access more cost-effective credit products – particularly when fringe credit is being used	• • Product design incorporating credit scores • • Calculation of credit product interest rates and expenses • • Comparison to alternative credit products and recommendation to refinance.	• Increase in awareness and availability of appropriate financial services	Foundation			• Chief Executive • Head of Product	June 2018	Completed	We have take several approaches to this - our Optimise my banking feature provides basic structuring and behavoural suggestions and also identfies when customers have high interest rate products that could be replaced by lower interest products. We have also developed blog content and sent targetted insights to customers with fringe credit solutions
MB_F	Foundation	Money Brilliant	MB_F_02	Products and Services	• Customers	Design and develop tailored support in the MoneyBrilliant application for new parents who might otherwise suffer financial hardship.	• • Tailored support materials developed • • Data based triggers identified and tested • • Program in place	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			• Chief Executive• Head of Customer Engagement	December 2018	Completed	We have done this through our low cost, online program designed to build financial literacy and money management skills. During 2018 and early 2019 we learnt more about this segment of customers and we are now developing a specific online, low cost coaching program for this segment of customers to be launched later in 2019. We have also developed blog content and sent targetted insights to selected customers
MB_F	Foundation	Money Brilliant	MB_F_03	Products and Services	• Customers	Design and develop tailored support in the MoneyBrilliant application for newly separated or divorced customers who might otherwise suffer financial hardship.	• • Report with key indicators identified • • Possible partners identified for material delivery • • Tailored support materials developed, including referrals to family and domestic violence support services • • Data based triggers identified and tested • • Program in place	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			• Chief Executive• Head of Customer Engagement	December 2018	Completed	We have done this through our low cost, online program designed to build financial literacy and money management skills. During 2018 and early 2019 we learnt moreabout this segment of customers and we are now developing a specific online, low cost coaching program for this segment of customers to be launched later in 2019. We have also developed blog content and sent targetted insights to selected customers
MB_F	Foundation	Money Brilliant	MB_F_04	Products and Services	• Customers	Design and develop tailored support in the MoneyBrilliant application for retirees who might otherwise suffer financial hardship.	• • Tailored support materials developed • • Data based triggers identified and tested • • Program in place	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			• Chief Executive• Head of Customer Engagement	December 2018	Completed	We have done this through our low cost, online program designed to build financial literacy and money management skills. During 2018 and early 2019 we learnt moreabout this segment of customers and we are now developing a specific online, low cost coaching program for this segment of customers to be launched later in 2019. We have also developed blog content and sent targetted insights to selected customers
NAB_F	Foundation	NAB	NAB_F_12	Products and Services	• Customers • Staff • Suppliers	Support our customers experiencing hardship with additional assistance through direct referrals to the Kildonan CareRing	• Number of referrals	• Organisational culture enables staff to better identify and support financially vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_13	Products and Services	• Customers • Staff	Provide and improve the Customer Care Kit for self-help and referral for financially vulnerable or people at risk of financial hardship	• Number of web page visits and/or downloads	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_14	Products and Services	• Customers • Staff	Provide timely response to financial hardship requests	• Number of customers to receive hardship assistance	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_15	Products and Services	• Customers • Community	Provide the Family Violence Assistance Grant (FVAG) to customers in violent family environments	• Number of grants provided and value • Number of transaction accounts opened • Number of referrals to Kildonan CareRing	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Improved access to appropriate financial products and services	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_16	Products and Services	• Customers • Staff	Provide access to NAB's disaster relief package for customers affected by disasters such as fires and floods	• Disasters responded to • Assistance provided • Number of customers to receive hardship assistance	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_17	Products and Services	• Customers	Offer an everyday personal transaction account with no monthly account fees to all Australians	• Continue to offer an everyday personal transaction account with no monthly account fees to all Australians	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Improved access to appropriate financial products and services	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_18	Products and Services	• Customers	Provide access to Visa debit cards for customers who are ineligible for a credit card due to low income or credit history	• Access to Visa debit cards for customers who are ineligible for a credit card due to low income or credit history	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_19	Products and Services	• Customers • Community	Lead the way with digital accessibility and ensure our products, services, facilities and buildings are inclusive of people with a disability	• Refer to NAB's Accessibility Action Plan 2017-2018	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_20	Products and Services	• Customers • Community • Staff	Enhance the existing complaints handling processes for retail and small business customers by establishing and promoting the role of the Independent Customer Advocate	• Customer Complaints Charter published • Number of complaints received • Number of issues resolved	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			NAB	Sep-17
NAB_F	Foundation	NAB	NAB_F_21	Products and Services	• Customers • Community	Support access to the No Interest Loans Scheme for people on low incomes in partnership with Good Shepherd Microfinance and community organisations*	• Number of people assisted • Loan volume • Loan value	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services • More partnerships and collaboration to support vulnerable groups	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_22	Products and Services	• Customers • Community	Provide access to the StepUP program for people on low incomes in partnership with Good Shepherd Microfinance and community organisations*	• Number of people assisted • Loan volume • Loan value	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services • More partnerships and collaboration to support vulnerable groups	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_23	Products and Services	• Customers • Community	Support and expand the number of Good Money stores across Australia in partnership with Good Shepherd Microfinance and state governments*	• Number of Good Money stores and location • Number of inquiries • Number of loans provided	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services • More partnerships and collaboration to support vulnerable groups	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_24	Products and Services	• Customers • Community	Support and expand the Indigenous Money Mentors program in partnership with Good Shepherd Microfinance and community organisations*	• Number of Money Mentors • Refer to NAB's Reconciliation Action Plan	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Increased financial capability of individuals • Improved access to appropriate financial products and services • More partnerships and collaboration to support vulnerable groups	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_25	Products and Services	• Customers • Community	Support access to microfinance products and services to Indigenous Australians in partnership with Good Shepherd Microfinance and community organisations*	• Number of NILS/StepUP/AddsUP loans provided to Indigenous Australians • Refer to NAB's Reconciliation Action Plan	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services • More partnerships and collaboration to support vulnerable groups	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_26	Products and Services	• Customers • Community	Expand Indigenous business access to NAB’s banking products and services	• Refer to NAB's Reconciliation Action Plan	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services • Increase in financial inclusion (access to products and services)	Foundation			NAB	Ongoing and monitored annually
NAB_F	Foundation	NAB	NAB_F_27	Products and Services	• Customers • Community • Staff	Review the provision of credit to microenterprises through the Microenterprise Loan Program	• Insights and recommendations developed for internal use	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation			NAB	Sep-17
NAB_F	Foundation	NAB	NAB_F_28	Products and Services	• Customers • Community • Staff	Review the AddsUP matched savings product in partnership with Good Shepherd Microfinance*	• Insights and recommendations developed for internal use	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration	Foundation			NAB	Sep-17
NAB_F	Foundation	NAB	NAB_F_29	Products and Services	• Customers • Community • Staff	Develop and launch an online microfinance offering to reach more Australians on low incomes	• Number of loans • Value of loans	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			NAB	Sep-17
NAB_F	Foundation	NAB	NAB_F_30	Products and Services	• Customers • Community • Staff	Support Good Shepherd Microfinance to digitise the No Interest Loans Scheme to reach more Australians on low incomes*	• The No Interest Loans Scheme is digitised to reach more Australians on low incomes	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			NAB	Sep-17
QBE_F	Foundation	QBE	QBE_F_01	Products and Services	• Staff • Customers • Community	Develop a plain English writing guide to be used as guiding principles in the drafting of all customer and partner-facing communications to improve understanding and accessibility.	• Updated plain English guide to writing and training sessions with relevant teams.	• Improved access to appropriate financial products and services • Increase in awareness and availability of appropriate financial services	Foundation			Marketing	Ongoing
QBE_F	Foundation	QBE	QBE_F_02	Products and Services	• Customers • Community	Engage our customers through the delivery of relevant, timely and tailored content throughout their journey via a proactive strategy using customer channel of choice to improve awareness and understanding around insurance.	• Production of editorial content that helps customers better understand insurance for use on our digital channels.	• Increased financial capability of individuals • Increase in awareness and availability of appropriate financial services	Foundation			Marketing	2020
QBE_F	Foundation	QBE	QBE_F_03	Products and Services	• Customers	Refresh and align our direct motor insurance PDS, related policy documents, and broader disclosure mechanisms to ensure that information regarding cover is clearly articulated and easy to understand.	• Simplified Car Insurance PDS, policy documents and broader disclosures	• Increased financial capability of individuals • Improved access to appropriate financial products and services • Increase in awareness and availability of appropriate financial services	Foundation			Product Disclosure	2020
QBE_F	Foundation	QBE	QBE_F_04	Products and Services	• Customers	Ensure the development of the right products for the right people that truly meet the needs of the intended customer groups.	• The development and delivery of a product design and governance framework.	• Increase in awareness and availability of appropriate financial services • Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved access to appropriate financial products and services	Foundation			Chief Underwriting Office	June 2020
QBE_F	Foundation	QBE	QBE_F_05	Products and Services	• Customers • Staff	Reduce timeframe to manage and resolve simple customer complaints, including for customers experiencing financial hardship or vulnerability.	• Implementation of a fast track complaints process.	• Increase in policies, processes and actions to address economic inequalities • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Customer Relations	2020
QBE_F	Foundation	QBE	QBE_F_06	Products and Services	• Staff • Customers • Community	Modernisation and simplification of motor and home insurance products to ensure simpler and easier to understand products.	• New products with revised and refined customer-friendly features, including new and simplified documentation and clearer and simpler experiences at point of sale.	• Increase in awareness and availability of appropriate financial services • Increased financial capability of individuals • Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved access to appropriate financial products and services	Foundation			Personal Lines	September 2020
QBE_F	Foundation	QBE	QBE_F_07	Products and Services	• Customers • Staff • Community	Continue investing customer premiums into investments that have additional social and environmental impact through the Premiums4Good program.	• Investment in social impact bonds, green bonds and infrastructure supporting a range of projects and programs that seek to create change.	• Increase in targeted and scalable resources to build financial capabilities • More partnerships and collaboration to support vulnerable groups	Foundation			Group Impact and Responsible Investments	Ongoing
QBE_F	Foundation	QBE	QBE_F_08	Products and Services	• Community • Suppliers • Customers	Embed Catastrophe Management Plan (short tail) to provide support and relief for customers suffering financial hardship.	• Clearly defined plans and actions to support customers and community during times of disaster.		Foundation			Claims	Ongoing
QBE_F	Foundation	QBE	QBE_F_09	Products and Services	• Customers • Community • Suppliers	Provide interpreter services to support vulnerable customers to improve accessibility for cultural and linguistically diverse customers.	• Establish a panel of interpreter services.		Foundation			Claims	Ongoing
QBE_F	Foundation	QBE	QBE_F_10	Products and Services	• Customers • Suppliers	Provide training to support the simplification of business interruption cover to improve product knowledge.	• Online learning and resources for brokers and partners to enhance accessibility to relevant products and services		Foundation			SME Commercial Lines	December 2020
QBE_F	Foundation	QBE	QBE_F_11	Products and Services	• Customers • Community	Develop segment specific product proposition for improved access to appropriate financial products.	• Develop product strategy and launch new insurance product containing relevant cover for women.		Foundation			SME Commercial Lines	December 2020
QBE_F	Foundation	QBE	QBE_F_12	Products and Services	• Customers	Provide holistic support to SME to manage their risk as a primary focus.	• Pilot program which provides core service around safety culture with insurance coverage as the value add.		Foundation			SME Commercial Lines	December 2020
SUN_F2	Foundation	Suncorp	SUN_F2_06	Products and Services	• Customers	Improve customer experience and internal processes for vulnerable customers Improve Suncorp’s processes and service standards to enhance customer experience and improve responsiveness to customers and employees who are financially vulnerable, in hardship or crisis situations.	• 4.1.3 Assess overall success of vulnerable customer program and identify areas for improvement. • 4.1.2 Develop and implement vulnerable customer case triage process and other service standard improvements for vulnerable customers which: - Helps vulnerable customers during interactions with Suncorp; and - Minimises entry into dispute with Suncorp. (In • 4.1.1 Work with external provider to finalise independent review of Suncorp policies and procedures for customers who are vulnerable, in hardship or crisis.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Office of Customer Advocate	June 2019
SUN_F2	Foundation	Suncorp	SUN_F2_07	Products and Services	• Customers	Improve customer experience, products and internal processes for culturally diverse people, including migrants, refugees and humanitarian entrants. Improve Suncorp’s processes and service standards to enhance customer experience and improve responsiveness to customers and employees who are from culturally diverse backgrounds.	• 4.2.1 Develop and implement shared value partnership(s) which improve Suncorp’s product and service offering for culturally diverse people, including refugees, new migrants and humanitarian entrants.	• Increase in awareness and availability of appropriate financial services • Increase in targeted and scalable resources to build financial capabilities	Foundation			EGM Customer Strategy, Design & Innovation EGM Stores & Specialty Bank EGM Contact Centres EGM Commercial Consumer Portfolio & Products	June 2018
SUN_F2	Foundation	Suncorp	SUN_F2_08	Products and Services	• Community • Customers	Support financial capability building and counselling for vulnerable and culturally diverse people Partner with community organisations to support financial capability building and financial counsellors in our community.	• 4.3.1 Implement shared value partnership(s) which provide financial counselling and capability building for vulnerable and culturally diverse customers.	• Increase in awareness and availability of appropriate financial services	Foundation			EGM Corporate Affairs	December 2018
SUN_F2	Foundation	Suncorp	SUN_F2_09	Products and Services	• Customers	Support access to affordable and suitable micro-finance products and services for vulnerable customers Develop shared value partnerships with stakeholders to: support access to affordable and suitable micro-finance products and services; and integrate best-practice products into Suncorp’s solutions, through joint propositions, referrals and other initiatives	• 4.4.2 Continue to develop and expand access to the Everyday Essentials and Everyday Basics bank accounts. • 4.4.1 Continue to develop and expand access to the Essentials by AAI insurance product. • 4.4.3 Continue to develop and expand access to the Everyday Super account.	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services	Foundation			EGM Commercial Consumer Portfolio & Products	Ongoing
SUN_F2	Foundation	Suncorp	SUN_F2_10	Products and Services	• Community • Customers	Support access to affordable and suitable micro-finance products and services for vulnerable customers (continued) Develop shared value partnerships with stakeholders to: support access to affordable and suitable micro-finance products and services; and integrate best-practice products into Suncorp’s solutions, through joint propositions, referrals and other initiatives.	• 4.4.4 Develop shared value partnership to build on micro-finance products for vulnerable Australians. • 4.4.5 Explore opportunities to link products and services for vulnerable people into Suncorp’s digital marketplace.	• Increase in targeted and scalable resources to build financial capabilities • Increase in awareness and availability of appropriate financial services	Foundation			EGM Lending, EGM Customer Strategy, Design Innovation	Ongoing
SUN_F2	Foundation	Suncorp	SUN_F2_11	Products and Services	• Customers	Support customers affected by natural disasters	• 4.5.1 Provide financial relief for vulnerable banking and insurance customers affected by natural disasters.	• Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			EGM Commercial Consumer Portfolio & Products, EGM Lending	Ongoing
SUN_F2	Foundation	Suncorp	SUN_F2_12	Products and Services	• Customers	Strengthen our approach to responsible banking and insurance Use our position as an industry leading financial services organisation to make a positive impact on vulnerable customers.	• 4.6.1 Develop a Responsible Financial Services Policy which connects and addresses key issues of vulnerability.	• Increased intra- and inter- sector engagement and collaboration • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			EGM Commercial Consumer Portfolio & Products EGM Lending Office of Customer Advocate	December 2018
SUN_F	Foundation	Suncorp	SUN_F_12	Products and Services	• Customers	Establish an internal working group to improve Suncorp’s processes and service standards to enhance customer experience and improve responsiveness to customers and employees who are financially vulnerable, in hardship or crisis situations.	• Establish an internal working group to: understand the needs of excluded, vulnerable and culturally diverse customers • identify improvements to current processes and service standards • and examine policy and procedures across all Suncorp functions. • Implement improvements to internal processes that impact customer experience across all Suncorp functions. • Continue to develop Suncorp’s current hardship programs and integrate these programs across all Suncorp functions. • Develop a customer experience strategy and business case for vulnerable and culturally diverse customers. • Implement a customer experience strategy for vulnerable and culturally diverse customers.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increased pathways & tools for ongoing support for vulnerable groups • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			EGM Customer Experience EGM Compliance, Regulatory Affairs and Customer Relations EGM Motor Claims EGM Consumer & Commercial Portfolio & Product EGM Banking Operations & Support	June 2017 December 2017 December 2017 June 2018 from Dec 2018	Completed	Internal working group established and operational, including representatives from across Suncorp’s Insurance, Banking & Wealth, Procurement, dispute resolution and customer support functions. Customer Advocate function established. Improved alignment of specialist teams across our business who help vulnerable and culturally diverse customers. External review conducted into Suncorp’s policies and processes for vulnerable customers, and now implementing process improvements for better customer outcomes. Improvements to Suncorp’s Hardship programs. Piloted referral program providing vulnerable customers with specialist support. More activity planned for 2018.
SUN_F	Foundation	Suncorp	SUN_F_13	Products and Services	• Customers • Community	Develop shared value partnerships with community organisations to support financial literacy and counselling; and integrate best practice into Suncorp’s solutions and customer service.	• Develop a proposal for shared value partnerships to support and integrate financial counselling and literacy into Suncorp solutions. • Implement shared value partnerships to support and integrate financial counselling and literacy.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			EGM Customer Experience EGM Corporate Affairs	June 2017 December 2017 - 2018	Completed	Suncorp working with partners to provide financial literacy programs nationally (Services for financial counsellors), in QLD (multicultural services), NSW (financial literacy programs via stores). Financial Basics Foundation providing financial literacy for school-aged children. Further activity scheduled for 2018.
SUN_F	Foundation	Suncorp	SUN_F_14	Products and Services	• Customers • Community	Develop shared value partnerships with stakeholders to: support access to affordable and suitable micro-finance products and services; and integrate best-practice products into Suncorp’s solutions, through joint propositions, referrals and other initiatives.	• Continue to develop current micro-finance products, such as Essentials by AAI insurance and Everyday Essentials bank account, and explore opportunities to expand and integrate them across all Suncorp functions. • Explore propositions and shared value partnerships to support and integrate micro-finance into Suncorp’s offerings. • Develop propositions and shared value partnerships to support and integrate micro-finance. • Implement propositions and shared value partnerships to support and integrate micro-finance.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased intra- and inter- sector engagement and collaboration • Improved access to appropriate financial products and services • More partnerships and collaboration to support vulnerable groups	Foundation			EGM Customer Propositions EGM Consumer & Commercial Portfolio & Product EGM Banking & Wealth Portfolio & Product EGM Corporate Affairs General Counsel Advice & Disputes	December 2017 June 2017 December 2017 December 2018	Completed	Continued development of partnerships to deliver micro-finance products to consumers, including further development of referral network for Essentials by AAI insurance. Further activity planned for 2018, including expansion of referral networks, integration with Suncorp Bank, and development of services for Newly Arriveds.
SUN_F	Foundation	Suncorp	SUN_F_15	Products and Services	• Customers • Community	Work with FIAP Trailblazers and other stakeholders to evaluate opportunities for cross-industry essential-services product bundles.	• Work with stakeholders to explore propositions and evaluate opportunities for cross-industry essential-services product bundles. • Support the development of propositions for essential-services product bundles.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increased awareness of FIAP program and its goals • Increased intra- and inter- sector engagement and collaboration	Foundation			EGM Customer Propositions EGM Consumer & Commercial Portfolio & Product EGM Banking & Wealth Portfolio & Product EGM Corporate Affairs	June 2017 December 2017	Completed	Founding participant of the Thriving Communities Partnership and sitting on Steering Committee. Developed indigenous funeral insurance prototype involving cross sectoral stakeholders.
SUN_F	Foundation	Suncorp	SUN_F_16	Products and Services	• Community • Customers	Develop shared value partnerships with stakeholders to: support micro-enterprise and entrepreneurship development; and integrate best-practice offerings into Suncorp’s solutions, through joint propositions, referrals and other initiatives	• Explore propositions and shared value partnerships to support and integrate microenterprise and entrepreneurship development into Suncorp’s offerings. • Implement propositions and shared value partnerships to support and integrate miro-enterprise. • Develop propositions and shared value partnerships to support and integrate micro-enterprise.	• Increased intra- and inter- sector engagement and collaboration • Increase in targeted and scalable resources to build financial capabilities	Foundation			EGM Customer Propositions, EGM Consumer & Commercial Portfolio & Product. EGM Banking & Wealth, Portfolio and Product EGM Corporate Affairs	December 2018	Partially completed	Shared value partnership keeping youth offenders in education and employment. Additional micro-enterprise activity planned for 2018 with community partners through the FIAP and Reconciliation Action Plan. Activity scheduled for 2018.
VicSup_F	Foundation	VicSuper	VicSup_F_16	Products and Services	• Community	Engage with regional communities actively to increase awareness of our commitment to financial wellbeing and continue to expand access to products and services for regional members and employers	• Delivery of VicSuper's regional employer and member engagement, advice and education programs	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in targeted and scalable resources to build financial capabilities • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Regional Managers	Ongoing	Not commenced	Have begun conversations with TCP about how the model works and what it could mean for VicSuper and our programs
VicSup_F	Foundation	VicSuper	VicSup_F_17	Products and Services	• Customers • Suppliers	Explore ways to provide more targeted support to members who make claims through their insurance	• Review our claims processes in collaboration with our insurer to deliver a better experience for our members	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Manager Member Services	December 2018	Completed	VicSuper is a member of Women in Super which provides networking and access to opportunities for our female employees. WIS advocates to close the gender super gap through Make Super Fair campaign
VicSup_F	Foundation	VicSuper	VicSup_F_18	Products and Services	• Customers	Provide greater access to VicSuper's financial wellbeing education, guidance and help	• Deliver Beeline* digital super coach to provide members with digital support and advice. Delivery of community seminars and workshops on how to make the most out of super. Delivery of VicSuper's Super Woman Money Program, Financial Fitness and Workplace…	• Increase in targeted and scalable resources to build financial capabilities • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased financial capability of individuals • Improved access to appropriate financial products and services	Foundation			Executive Manager Marketing, Insights and Experience	Ongoing	Completed	Through involvement in the Asylum Seeker Pathways Project (ASPP) we welcomed two trainees into the VicSuper team last financial year. We’re delighted they have both successfully transitioned to permanent employment opportunities with VicSuper, and we’ve now engaged a third trainee. We were also pleased to host a superannuation industry Leaders’ Luncheon, to help promote ASPP to our peers.
VicSup_F	Foundation	VicSuper	VicSup_F_19	Products and Services	• Customers	Raise awareness across our membership base about the value of and how to access VicSuper's advice services	• In-house personal and comprehensive financial advice services and communications at relevant time. Advice and guidance awareness program to members and Victorian communities.	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Executive Manager marketing, Insights and Experience	Ongoing	Partially completed	1. Trees for Schools sponsorship 2. Melbourne City Mission Sleep at the G 3. Fiver for a Farmer - matched donation Eat-up session planned for Feb 2019
VicSup_F	Foundation	VicSuper	VicSup_F_20	Products and Services	• Customers	Explore how to collaborate with employers on workplace mental health programs	• Active engagement with key employers on mental health awareness and collaboration on the implementation of targeted programs over the longer term	• Increased intra- and inter- sector engagement and collaboration • Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			Manager Employer Engagement	December 2018	Completed	New Enterprise Agreement allows for: Family violence leave of 20 days Grandparents leave of 5 days SGC paid during parental leave for 52 weeks paid at the same time that VicSuper pays all other employees
WBC_F	Foundation	Westpac	WBC_F_15	Products and Services	• Customers	Improve solutions for customers experiencing financial hardship (both commercial and consumer) by 1. Enhancing Westpac Assist service 2. Tailoring of financial circumstances for specific communities at risk of economic downturn	• Achieve Net Promoter score 75 • 1. Less than 6 complaints per 10,000 customer interactions • 2. Number of requests for tailoring of financial circumstances approved	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Improved access to appropriate financial products and services	Foundation			Westpac Assist	Ongoing and reported annually	Partially completed	"Assessment commenced to identify communities at risk, with design of tailored services currently underway. We continue to see regional communities impacted by economic instability following the withdrawal or closure of major local industries. To assist customers impacted by the mining downturn in Western Australia we have set up a dedicated team with case management specialists and will be adopting this approach in other distressed regions."
WBC_F	Foundation	Westpac	WBC_F_16	Products and Services	• Customers • Staff	Provide better financial support customers and employees facing domestic and family abuse	• Changes/improvements to service for customers and employees facing domestic and family abuse	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation			Womens’ Markets	Ongoing and reported annually	Partially completed	Expanded our Employee Assistance Program to offer dedicated support delivered by specialist clinicians. New resource guides were developed by our Domestic and Family Violence employee action group to inform employees about available support and to assist leaders to support those impacted.
WBC_F	Foundation	Westpac	WBC_F_17	Products and Services	• Customers	Develop a free online financial literacy program for young people	• New financial education product developed and tailored to young people	• Increase in targeted and scalable resources to build financial capabilities	Foundation			Marketing — Consumer Bank	Jul-05	Completed	Partnered with Mathspace to provide free access to online maths education covering the year 3 to 12 maths curriculum, with 70,000 people having taken up the offer.
WBC_F	Foundation	Westpac	WBC_F_18	Products and Services	• Customers	Implement initiatives to help remote Indigenous customers access their banking facilities in all ways - in person, via telephone and online	• Better customer experience for remote indigenous customers	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Consumer Bank	Ongoing and reported annually	Not commenced	A business case has been developed to support this need.
ANZ_F	Foundation	ANZ	ANZ_F_01	Understanding of Financial Vulnerability	• Customers • Community • Staff • Suppliers	Develop and implement a Reconciliation Action Plan outlining commitments supporting the financial inclusion of Aboriginal & Torres Strait Islander people	• 2017-2019 RAP launched in conjunction with Reconciliation Australia; • Report of progress against RAP commitments	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Increase in policies, processes and actions to address economic inequalities	Foundation			Executive Sponsor, RAP; Inclusion Program Manager	2017-2019	Completed	Guidelines have been provided to staff on how to support vulnerable customers. Customers experiencing family violence are now managed centrally by our hardship team to ensure a consistent approach. ANZ launched our Financial Independence guide for customers potentially affected by family violence in July 2017; now available in branches and on anz.com. Further training materials are being developed for frontline staff in FY2018.
ANZ_F	Foundation	ANZ	ANZ_F_02	Understanding of Financial Vulnerability	• Community	Support Aboriginal and Torres Strait Islander people to develop financial skills and resilience through MoneyBusiness	• MoneyBusiness facilitator training and materials provided to money workers in NT, WA, SA and Queensland	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased financial capability of individuals • More partnerships and collaboration to support vulnerable groups • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Head of Financial Inclusion	October 2016-September 2017	Completed	ANZ engaged Kildonan UnitingCare (now Uniting Vic/Tas) to facilitate awareness sessions on financial difficulty and to survey staff attitudes to financial difficulty. This work continues with further training sessions developed in FY2018 examining Dealing with difficult situations and Staff resilience. The first session for FY2018 was held in November 2017.
ANZ_F	Foundation	ANZ	ANZ_F_03	Understanding of Financial Vulnerability	• Community • Staff	Build on successful refugee work placement program to provide employment opportunities for refugees	• Refugee work placement program operating in NSW, Victoria, Queensland and Tasmania through partnerships with Brotherhood of St Laurence and other community agencies • Employment opportunities for refugees in frontline (ABN, ANZ Direct) roles and across other business functions • 34 refugee candidates placed in employment programs	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in policies, processes and actions to address economic inequalities • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Executive Sponsor, refugee programs; Inclusion Program Manager	October 2016-September 2017	Completed	ANZ held engagement sessions with financial counsellors in QLD and NSW and with Consumer Action Law Centre. Further sessions are planned in 2018 with Victorian financial counsellors.
ANZ_F	Foundation	ANZ	ANZ_F_04	Financial Capability	• Community	Expand the reach and accessibility of Saver Plus for eligible participants*	• 1) 4,750 participants recruited to Saver Plus; • 2. Evaluation report of pilot for remote service delivery model • 3. Over 400 ANZ branches involved in community engagement to support Saver Plus	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. )	Foundation			Head of Financial Inclusion	October 2016-September 2017	Completed	ANZ has referred 905 customers to the CareRing program since inception; 106% of target. The program is piloting the referral of CareRing clients to the MoneyMinded program. ANZ is continuing our involvement with CareRing in FY2018.
ANZ_F	Foundation	ANZ	ANZ_F_05	Financial Capability	• Community	Support community organisations to integrate financial literacy into their service delivery with MoneyMinded	• Funding, training and materials provided to 6 MoneyMinded partners to conduct facilitator training and deliver direct to clients • Reviews of practice outlined in regular MoneyMinded reporting	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • More partnerships and collaboration to support vulnerable groups	Foundation			Head of Financial Inclusion	October 2016-September 2017	Completed	ANZ has been actively referring our hardship customers to MoneyMinded online. A review of this process analysed the completion rates of customers referred, highlighting that only a small number went on to complete the course. We are continuing to refer customers to MoneyMinded online but are examining more effective methods to support customers to complete the course.
ANZ_F	Foundation	ANZ	ANZ_F_06	Financial Capability	• Community	Support lower-income Australians to build financial skills and capability with MoneyMinded*	• 39,000 participants reached through a community partnership model • Survey of accredited MoneyMinded facilitators to demonstrate reach; • Publication of MoneyMinded impact report with RMIT University	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • More partnerships and collaboration to support vulnerable groups • Increased financial capability of individuals • Increased pathways & tools for ongoing support for vulnerable groups	Foundation			Head of Financial Inclusion	October 2016-September 2017	Completed	In 2017, 4,074 participants enrolled in Saver Plus, setting goals to save over $2 million collectively. This was above our agreed target with the Australian Government (Note that our FIAP contained a typographical error. The correct target for FY2017 was 3,750). An evaluation report of the pilot for a remote service delivery model was conducted for 15 remote sites. This evaluation will be ongoing to improve participant experience, efficiency and governance. We have moved two major processes online in FY2017 - the matching process and the application process. In FY2017 we engaged RMIT University to conduct research into the impact of Saver Plus, with the report to be published in early 2018. We have extended ANZ branch involvement in supporting Saver Plus to 398 branches. The number of branches involved in Saver Plus is impacted by broader decisions regarding ANZ's distribution network.
ANZ_F	Foundation	ANZ	ANZ_F_07	Financial Capability	• Community	Lead and fund research into financial literacy in Australia	• Research into financial literacy and capability conducted with input from independent advisory committee • Publication of research results for discussion with stakeholders involved in financial services, regulation and policy-setting	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increased intra- and inter- sector engagement and collaboration	Foundation			Head of Financial Inclusion	October 2016-September 2017	Completed	ANZ funded 6 MoneyMinded partners in FY2017 under licence to deliver MoneyMinded faciliator training and participant workshops. Mid-year reviews were held with partners in April-May 2017. Strategic partnership reviews were held with partners in July-Sept 2017 to develop approaches for FY2018. FY2018 implementation plans and licences have since been developed with each partner focusing on delivery in areas consistent with their organisational focus.
ANZ_F	Foundation	ANZ	ANZ_F_08	Financial Capability	• Community	Research the role of financial literacy and the role of banks in addressing family violence and economic abuse*	• Publication of research report in conjunction with RMIT University; • Pilot program rolled out using MoneyMinded in Berry Street family violence services • Publication of an evaluation report of Berry Street pilot with RMIT University	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • More partnerships and collaboration to support vulnerable groups	Foundation			Head of Financial Inclusion	October 2016-September 2017	Completed	An estimated 49,306 people participated in MoneyMinded workshops in Australia in FY2017. A further 1,268 participants completed MoneyMinded online. These figures were based on RMIT University analysis of our annual survey of facilitators conducted in August 2017 and published in the 2017 MoneyMinded Impact Report in November 2017. The report included a focused study of financial wellbeing in a disability services context, in light of the increasing challenges and opportunities of the National Disability Insurance Scheme. ANZ also supported RMIT University and Autism CRC to conduct a companion case study into the financial wellbeing of Autistic individuals, one of the first studies to explore this issue.
ANZ_F	Foundation	ANZ	ANZ_F_09	Financial Capability	• Community • Suppliers	Support the financial counselling sector in Australia through funding for professional development and State Associations	• $75,000 funding provided to State Associations under head agreement with Financial Counselling Australia (FCA) • Participation in State and Territory Association conferences and the FCA National conference	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increased intra- and inter- sector engagement and collaboration	Foundation			Head of Financial Inclusion Financial Counsellor Liasion	October 2016-September 2017	Partially completed	The ANZ Financial Wellbeing Survey external advisory committee has been consulted and the research organisation (Galaxy Research) has successfully conducted the survey in December 2017. The research aims to present the next wave of comparable data about levels of financial literacy in Australia and how this transitions into the broader context of financial wellbeing. Reflecting this shift in international thinking on the relationship of financial literacy to financial wellbeing has required more detailed development of our survey instrument through 2017. The results of the Adult Financial Wellbeing Survey will be published in 2018. We are also extending this research to New Zealand for the first time.
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_01	Understanding of Financial Vulnerability	• Community	Provide a public voice for greater equality, fairness and financial inclusion	• Promote constructive public discussion about the future of work • gender equality • responsible marketing • responsible consumption • Advocacy for better public policy affecting these issues	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration	Foundation					Completed	We excluded a number of potential investments under our Ethical Charter for concerns about irresponsible lending and credit including Afterpay, Latitude Financial and Prospa. We divested from AMP for concerns about inappropriate charging of financial advice clients. We continue to review and engage with the other companies scrutinised at the Banking Royal Commission.
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_02	Understanding of Financial Vulnerability	• Community	Research sources of financial exclusion and potential solutions, with an initial focus on Aboriginal and Torres Strait Islander people	• In year 1 develop understanding of financial hardship experienced by Aboriginal and Torres Strait Islander people • In year 2 use this understanding to take targeted action to support financial inclusion	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Improved access to appropriate financial products and services	Foundation				Two years	Not commenced	Our anticipated general review and retender of insurance was deferred in light of proposed regulatory changes affecting insurance and potential further changes arising out of Royal Commission and Productivity Commission recommendations.
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_03	Understanding of Financial Vulnerability	• Staff	Presentations, training and partnerships to increase staff understanding of vulnerability, including mental health awareness training	• Compassionate staff with better awareness of contributors to financial exclusion and its effects	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community	Foundation					Partially completed	We published the following material about insurance to improve member awareness and understanding of insurance: - Insurance explained article - Insurance guide We also published more general educational articles supporting good financial choices including: - Take control of your superannuation Our communications to members included links to the 'Insurance explained' and 'Take control of your superannuation' articles (and to insurance guide). We developed a fact sheet about the process for making insurance claims, to be available through our website. This is undergoing final review and sign off.
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_04	Financial Capability	• Community	Grants, sponsorships and positive impact investment to support financial inclusion	• Selection process for grant recipients and investments takes account of financial inclusion in accordance with our Ethical Charter • Advocacy (individual and collaborative) to develop impact markets, policies and practices to grow the impact investing sector	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation					Partially completed	We considered services Moneycare and National Debt Helpline and online resources/factsheets (Moneysmart, You're the boss, Financial Rights Legal Centre, NDH). At this stage referrals have only been made on an ad hoc basis and we will not pursue a partnership until we are in a position to assess customer experience with external services and resources. We need to develop a plan to do this in consultation with Mercer who, from beginning 2018, are dealing with hardship access enquires and applications from customers (with complex cases being referred to our own staff).
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_05	Financial Capability	• Customers • Community	Review our communications and joining process to improve access to and use of our products; and to display commitment to inclusion	• Accessible communication channels to better reach people at risk of exclusion • Content, imagery, videos, forms and processes which reduce barriers to access our products by excluded groups	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation					Completed	Our 2018 community grant recipients included: - One Girl (equips female leaders in Sierra Leone with products and skills to start a micro-enterprise selling affordable, hygienic and waste-free sanitary products) - Dismantle (supports disengaged young people (aged 13-17) through a 10-week outreach program (BikeRescue) that uses bicycle mechanics mentoring to help young people develop social skills and build confidence, and inspire them back into education and employment pathways). - Bread and Butter Project (bakery that helps refugees and asylum seekers learn the craft of baking and find jobs in the Australian hospitality industry. Their program provides full-time, paid traineeships including baking skills, work experience, TAFE accreditation, ESL tutoring and career counselling.) - Love Mercy Foundation (funds 'Cents for Seeds' microloans in Uganda to tackle gender inequality and food insecurity.) CEO participated in FSC Summit (July 2018) panel on Impact Investing. Our Head of Ethics Research chaired the Financial Services Council Impact Investing Working Group. Our Foundation made a small investment in the Social Ventures Australia (SVA) Diversified Impact Fund Participation in UTS 'Social Impact Investing in Australia' workshop August 2018.
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_06	Financial Capability	• Customers	Implement a good process for early access to superannuation for members in financial hardship	• Clients in severe financial hardship to receive appropriate information • Staff equipped to support clients in difficulty • Steamlined early access to superannuation in cases of severe financial hardship	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Organisational culture enables staff to better identify and support financially vulnerable groups • Increased pathways & tools for ongoing support for vulnerable groups • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Improved access to appropriate financial products and services	Foundation					Completed	We have considered the promotion of inclusion in our choice of imagery (see worksheet 'diversity in imagery'). We have simplified our joining process to make it easier for members to join our super fund, and then make further decisions about their super in a staged way. After joining, members received staged communications about further choices to get the most out of their super. Our new, simpler join form includes (1) Mx as an option for 'Title' field (and title is optional); and (2) Explanation of reason for request for information about applicant sex. (See worksheet 'join form screenshots'.)
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_07	Financial Capability	• Customers	Analyse our hardship and insurance claims experience to improve understanding of sources of hardship and ways to support resilience	• Insight into sources of hardship amongst our clients	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation					Partially completed	We developed a fact sheet for members seeking early access to their super due to financial hardship. With our change in fund administrator to Mercer, straightforward hardship claims are dealt with by a Mercer team, with more complex claims considered by Australian Ethical staff. We are currently reviewing 2018 claims experience.
AustEth_F	Foundation	Australian Ethical Investments	AustEth_F_08	Financial Capability	• Suppliers	Explore procurement changes to increase support for financial inclusion by our suppliers	• Consult with selected suppliers about their support for financial inclusion and opportunities to grow that support • Trial potential procurement changes to (1) help identify suppliers which support financial inclusion, and (2) take that support into account in our selection process	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities • More partnerships and collaboration to support vulnerable groups	Foundation					Not commenced	This is a project for 2019.
BAUST_F	Foundation	Bank Australia	BAUST_F_01	Understanding of Financial Vulnerability	• Customers • Staff • Community	Implement Reconciliation Action Plan (RAP) actions, focusing on areas including employment and cultural awareness	• Staff cultural awareness training • Employment opportunities for Aboriginal and/or Torres Strait Island people • Acknowledgement to country at Bank Australia-owned properties	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased pathways & tools for ongoing support for vulnerable groups • Improved access to appropriate financial products and services • Increase in policies, processes and actions to address economic inequalities • Increased economic resources • Increase in financial inclusion (access to products and services) • Reduced economic inequalities (including gender gap) • Reduced economic inequalities (including gender gap)	Foundation			RAP working group People and Culture Corporate Affairs	Ongoing – monitored and reported annually as per RAP program	Completed	Pension Access Accounts are available to customers who are in receipt of an aged, disability or veteran government pension. Branches and contact centre staff are encouraged to identify eligible customers who may be paying fees and ensure they have fee free banking. Pension Access Account holders are steadily increasing - 8289 (March 17) 9542 (November 17)
BAUST_F	Foundation	Bank Australia	BAUST_F_02	Understanding of Financial Vulnerability	• Customers • Staff	Provide employment opportunities to refugee trainees and other people with culturally and linguistically diverse backgrounds	• Employment opportunities for refugees • Encouragement of diversity among employees	• Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increase in policies, processes and actions to address economic inequalities • Increased economic resources • Reduced economic inequalities (including gender gap) • Reduced economic inequalities (including gender gap)	Foundation			People and Culture Retail	Ongoing – monitored and reported annually	Completed	The Fitzroy branch directs customers to Good Money Collingwood when appropriate. We will continue to look at options for microfinance for customers who are not eligible for our personal loans but have a genuine need to fund living essentials.
BAUST_F	Foundation	Bank Australia	BAUST_F_03	Understanding of Financial Vulnerability	• Customers • Staff	Improve staff awareness of available interpreter services for linguistically diverse customers	• Communication to frontline staff informed about interpreter services	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation			People and CultureRetailCorporate Affairs	April 2017	Completed	The Basic Access account was introduced in late 2016 to ensure customers with heath care cards or recieving Centrelink could bank with Bank Australia fee free. Branch staff are continuing to identify eligible customers and are encouraged to find ways to help all customers avoid fees. In 2018, we plan to increase our efforts to transition eligible customers to the Basic Access Account.
BAUST_F	Foundation	Bank Australia	BAUST_F_04	Understanding of Financial Vulnerability	• Customers	Increase focus on financial inclusion in development of next RAP	• Increase focus on financial inclusion in development of next RAP	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services	Foundation			RAP working groupProduct and CreditRetail	November 2017	Completed	A hardship communications plan was developed. Key actions undertaken or underway, include: - Changes made to financial hardship information on Bank Australia website and internet banking saw a marked increase in customers viewing hardship page and downloading the hardship application form. Average montlly page visits increased from 37 to 196. - Now recording additional detail around hardship applications to better determine effectiveness of communication. - Review of lending materials underway to ensure çonversations regarding hardship support happen at the time the loan is given. - Recommendations made around customer default letters to build trust and approachability with the customer and ensure they contact the hardship team sooner.
BAUST_F	Foundation	Bank Australia	BAUST_F_05	Understanding of Financial Vulnerability	• Customers	Conduct Disability Action Plan (DAP) to improve customers’ access to the bank’s products and services	• Clear actions to improve accessibility for customers with a disability	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in awareness and availability of appropriate financial services	Foundation			DAP working group	September 2017	Partially completed	Review commenced, no formal recommendations have been made to date. Low-income insurance is included as part of a recommendation paper on "Exploring products that promote financial inclusion"
BAUST_F	Foundation	Bank Australia	BAUST_F_06	Understanding of Financial Vulnerability	• Customers • Staff • Community	Develop a response which helps address the issue of treating refugees fairly and humanely which the banks customers have identified being an issue of importance to them	• A response that considers how to increase financial inclusion for refugees	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved access to appropriate financial products and services	Foundation			Corporate Affairs	Recommendation paper: June 2017	Completed	While exploring the best way to deliver a best practice, coordinated approach to financial inclusion for our customers, we concluded we would need to focus on reviewing and developing four areas: 1. Products - Offering a suite of products that promote financial inclusion and wellbeing; 2. Capability - Improving the financial capability of our customers and members of disadvantaged communities in which we operate; 3. Hardship - Ensuring we haveeffective hardship services, policies and procedures; 4. Advocacy and engagement - Advocating for those who are at risk of financial exclusion and engaging with partners, customers and stakeholders to address financial exclusion. The pilot we have developed to run in 2018 will address number 2 - financial capability. Recommendation for a pilot focused on the financial capability of Bank Australia customers was developed and has received support from the Retail Management team to progress in 2018.
BAUST_F	Foundation	Bank Australia	BAUST_F_07	Financial Capability	• Customers	Follow responsible lending practices: • Only lend to customers who have the capacity to repay debt • Assess capacity to repay using cost-of-living calculator • Not offer unsolicited credit card increases • Not pay staff commissions on product sales	• Low level of delinquent loans (target <0.06% of total loan portfolio)	• Organisational culture enables staff to better identify and support financially vulnerable groups • Improved support for financially vulnerable customers, staff, suppliers and wider community • Planning for future: Increased protective economic supports (e.g. savings, retirement, superannuation etc. ) • Increase in financial inclusion (access to products and services) • Improved financial capabilities	Foundation			Retail Product and Credit Lending Operations	Ongoing – monitored and reported annually	Partially completed	Relevant data has been used to make recommendations and decisions around hardship communication, the provision of financial literacy information and product offerings related to financial inclusion. We are currently looking at new indicators that can help progress and measure the impact of FIAP actions such as the banks approachability for customers facing hardship.
BAUST_F	Foundation	Bank Australia	BAUST_F_08	Financial Capability	• Staff • Community	Increase participation in financial inclusion networks such as committing to Australia’s National Financial Literacy Strategy and supporting the Australian Bankers’ Association position on Financial Inclusion	• Participation in financial inclusion initiatives • Engagement with the financial inclusion sector	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • Increased intra- and inter- sector engagement and collaboration • More partnerships and collaboration to support vulnerable groups	Foundation			Corporate Affairs	Ongoing	Completed	Bank Australia maintains its Responsible Lending approach. In FY17 we saw a small increase in hardship requests and deliquent loans, but our credit quality performance remains well above the average for all other banks. Current level of delinquent loans are 0.04%.
BAUST_F	Foundation	Bank Australia	BAUST_F_09	Financial Capability	• Staff	Explore ways to formalise and increase the sharing of knowledge on how to help customers facing financial exclusion	• Identification of training and development needs • Plan developed to increase capacity, attitude and behaviours of staff to support customers facing financial exclusion	• Organisational culture enables staff to better identify and support financially vulnerable groups • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education ) • More partnerships and collaboration to support vulnerable groups • Improved access to appropriate financial products and services	Foundation			Retail People and Culture	Plan developed: July 2017 Implementation: 2017/18	Completed	Prior to developing the FIAP the bank had had limited engagement with organisations in the financial inclusion space. From January 2017 we completed significant stakeholder enagagement and attended related conferences and events to better inform our approach to financial inclusion and build relationships with likeminded organisations.
BAUST_F	Foundation	Bank Australia	BAUST_F_10	Financial Capability	• Customers	Explore ways to offer high quality financial literacy information to customers	• Recommendation paper on how the bank can best provide financial literacy information to customers	• Increase in targeted and scalable resources to build financial capabilities • Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in awareness and availability of appropriate financial services • Increased financial capability of individuals • Improved access to appropriate financial products and services • Improved financial capabilities • Increase in financial inclusion (access to products and services)	Foundation			Corporate Affairs Marketing	Recommendation paper: May 2017 Implementation: July 2017 onwards	Partially completed	For the first time in 2018 all customer facing staff will recieve comprehensive training to build their capability to identify and support vulnerable customers. In the past this has been limited to the hardship team with general training provided to other staff. Currently finalising plan, content and provider to roll out 2018 staff training plan.
BUSSQ_F	Foundation	BUSSQ	BUSSQ_F_04	Financial Capability	• Staff • Suppliers	Ensure Contact Centre staff are trained regarding dealing with members in difficult circumstances. This includes training provided directly by BUSSQ as well as training provided by Contact Centre providers.	• Training courses regarding dealing with members in difficult circumstances.	• Organisational culture enables staff to better identify and support financially vulnerable groups	Foundation				Ongoing	Completed	Have confirmed that contact centre staff have received training in the following: Classroom Induction • Service Culture • Valuing Customer Conversations Classroom Additional Courses • Difficult Calls - Suicide Handling • Value Adding Alert Board Conversations • Ignite Member Retention Online Courses • Bomb Threat Awareness • Customer Service • Handling Angry and Upset Customers • Handling Objections • How to Communicate Effectively • Professional Phone Etiquette
BUSSQ_F	Foundation	BUSSQ	BUSSQ_F_05	Financial Capability	• Staff • Community	BUSSQ partners with Mates In Construction, including providing staff with Australian Suicide Intervention Skills Training (ASIST).	• Attendance of relevant staff at MIC course.	• Organisational culture enables staff to better identify and support financially vulnerable groups • More partnerships and collaboration to support vulnerable groups	Foundation				Ongoing	Completed	19 of BUSSQ's current staff members have completed training in Applied Suicide Intervention Skills Training (ASIST). 3 of those staff members, plus an additional 3 have completed the "Connector" training. Both the "ASIST" and "Connector" training were provided by MATES in Construction (MIC). Representatives from MIC have attended BUSSQ's Staff Professional Development Days and provided updates in relation to suicide statistics in the industry, as well as 'refresher' training on the services offerred by MIC.
BUSSQ_F	Foundation	BUSSQ	BUSSQ_F_06	Financial Capability	• Customers	Provide education to members: • Financial literacy • Opportunities for assistance with financial matters Include with education sessions material that assists members who are financially excluded or at risk.	• Sessions and education materials provided to members.	• Increase in awareness and availability of appropriate financial services	Foundation				Ongoing	Completed	Tailored presentations are provided to members & non-members, at a time and location suitable to them. BUSSQ is flexibile and is able to visit members in different locations: work sites, employer yards, in an office environment or other locations such as training centres and industry seminars. Topics covered include salary sacrifice, retirement options, insurance within super, consolidating super and financial advice, as well as the services offered by Skylight Financial Solutions. BUSSQ has 2 Mobile Super Centres and 3 BBQ trailers which travel to work sites across Queensland and interstate to talk to members about their super. More than 300 tailored presentations were provided by BUSSQ's field staff to over 15,000 members & non-members during the year.
BUSSQ_F	Foundation	BUSSQ	BUSSQ_F_07	Financial Capability	• Customers	Update website to provide relevant material for members seeking assistance with their financial affairs. Provide an experience on Skylight’s website that guides members to information that is relevant to their situation.	• Use of Skylight’s services and ability to monitor the uptake of those services, including reporting on options chosen on web tools.	• Increase in awareness and availability of appropriate financial services	Foundation				Website facilities in place. Reporting of uptake – end January.	Completed	“BUSSQ's website includes relevant information about accessing super early, as well as promoting the services offered by Skylight Financial Solutions (ie. budgeting and Centrelink Assist). More than 5,000 visitors to the BUSSQ website searched for information in relation to accessing their super. Of this number, more than 900 clicked on information about Financial Hardship. Skylight's website has an easy to navigate page that guides members to relevant info, depending on their situation. There were just over 100 unique page views for “Something went wrong & I have financial difficulties”; and approximately 500 visitors were looking for information about Skylight’s Budgeting and Centrelink Assist services”
BUSSQ_F	Foundation	BUSSQ	BUSSQ_F_08	Understanding of Financial Vulnerability	• Customers • Staff	Provide follow-up support with a call out program to all members that have received a financial hardship payment three months after payment. Gather information on effect Financial Hardship payments have had on members, recognizing the issues with members who repeatedly access hardship.	• Call out program to all members that have received a Financial Hardship payment • Data base recording impact on members of payment, to better inform future services for these members.	• Improved support for financially vulnerable customers, staff, suppliers and wider community • Increase in strategies to address economic inequality (e.g. superannuation, equitable pay, education )	Foundation				Dec-19	Completed	BUSSQ's Response Solutions Team implemented a Call Out program in April 2019 to members who had made a Financial Hardship claim. Through trial and error we established the most effective time to follow up was between 3 and 6 months (12 months being too close to next payment). Notes of member interactions are entered into BUSSQ's CRM system and used for reporting purposes.
BUSSQ_F	Foundation	BUSSQ	BUSSQ_F_09	Understanding of Financial Vulnerability	• Customers • Staff • Community	Gather information on suicide claims, to find if there is a link with financial circumstances. Work with Mates in Construction, insurance providers and others to use this data to investigate links and increase understanding of this issue.	• Lists of death by suicide from Claims Committee and examine records of any prior contact with deceased members. • Data base of circumstances leading to suicides and see if there are indicators, warning signs that BUSSQ may be able to address.	• Increased understanding of barriers to financial inclusion, financial resilience and financial wellbeing (including economic inequality) • Improved support for financially vulnerable customers, staff, suppliers and wider community • More partnerships and collaboration to support vulnerable groups	Foundation