Suncorp deepens commitment with their first Build FIAP

Woman and child sitting outside Queensland-style houseSuncorp Group has today become the first financial institution to launch a Build FIAP.   Moving on from its initial Foundation FIAPs launched in 2016 and 2018, the Build FIAP demonstrates leadership in financial inclusion through longer-term commitments to actions.  The plan includes a Leadership action that will explore lower-cost home insurance solutions, ensuring people with lived experience of a range of vulnerabilities are involved in the decision-making process. During this time, Suncorp will also continue to deliver a number of core commitments through this plan over the next three years. 


"As an organisation that provides insurance and banking products and services to millions of households across Australia and New Zealand, Suncorp understands the important role we play in ensuring community members feel financially included and able to contribute to a sustainable economy.

Our vision is a financial system that supports people in times of need, ensures access to suitable financial products and services, and builds capability that supports financial wellbeing, all of which contributes to a more resilient economy and nation."


Woman and child sitting outside Queensland-style house

Northern Adelaide Place Based FIAP

Building a Financially Resilient Community Where People Thrive

Today Good Shepherd is proud to join with nine other organisations across Northern Adelaide who have come together to launch a place-based FIAP. This plan contains practical actions that these organisations have committed to in order to enhance the financial resilience and financial wellbeing of their community.

Good Shepherd CEO Stella Avramopoulos said that enhancing financial inclusion and resilience was crucial to ensuring individuals, families, and community members across the region are safe, well, strong and connected.
“Northern Adelaide has undergone significant economic shift in the last ten years. The local communities in Playford and Salisbury have been struggling with high youth unemployment, low levels of educational outcomes and high rental stress combined with a greater concentration of low-income households in comparison to the rest of South Australia, which has only been exacerbated by the pandemic, “ said Ms Avramopoulos.
“It is great to see organisations working together to help create supports and services for people at risk of financial hardship. This work must be shared so we can reach our vision to build a financially resilient community in Northern Adelaide where people don’t just survive but thrive.”

The Northern Adelaide FIAP program has been funded by the Department of Human Services, Government of South Australia.
Department of Human Services, Chief Executive, Lois Boswell said that the core of the business at the Department of Human Services is making a difference so South Australians from all communities thrive.
“We are committed to building great relationships with our partners to achieve safe, empowered and connected communities. This is a great example of what can happen when we work together.”

Read the report here.

Northern Adelaide Report cover

Wannon Water launches Australia's first Build FIAP

FIAP Congratulations to Wannon WaterToday we are delighted to announce that Wannon Water has become the first FIAP member to launch a Build Financial Inclusion Action Plan.

Since 2016, over 40 organisations have launched Foundation Action Plans that represent the first steps towards a more financially inclusive society. "Build" plans represent the next step, with longer-term, deeper commitments.
Build FIAPs have two components – leadership actions and core commitment actions. Wannon Water’s plan includes a leadership action to improve the quality of tap water for the Portland, Port Fairy and Heywood communities which will contribute to positive health outcomes and reduce the financial impacts on households and local industry.

Read more about the impact that Wannon Water has already had through its Foundation FIAP, and learn about the new actions in its Build FIAP.

FIAP Congratulations Wannon Water

Geelong FIAP Pioneers: Driving positive change

In February 2020, ten pioneering organisations launched Australia’s first place-based Financial Inclusion Action Plan to address the issues of financial stress and hardship affecting the local communities in Geelong. Since then, the Pioneers have played a critical role in assisting those in the Geelong community who have experienced the worst financial impacts of the COVID-19 health crisis.

Some of their initiatives include:

  • Deakin University provided $6.7 million as financial assistance to students experiencing hardship as result of COVID-19
  • Bethany assisted 86 clients through their financial counselling/financial capability support services
  • Barwon Water provided $498,527 as grant assistance to 3547 vulnerable customers through its Customer Support Program
  • Aware Super delivered 650+ webinars, covering 24 different topics, to help vulnerable members to make best decisions about their financial future especially around early access of superannuation
  • WorkSafe Victoria introduced a new financial wellbeing program to better support their employees

Read more about how the Pioneers have been successful in driving positive change through practical actions:

Geelong FIAP: Driving Positive Change – Dec 2021

Driving positive change through practical actions

Welcoming new members and launching new plans

Congratulations to Collection House Allianz and Earnd

We're proud to announce some significant milestones for our FIAP members.

Firstly, we'd love to welcome Collection House Group to the program. Debt management, collection, and recovery is an important part of the financial system and we're thrilled that Collection House has made a commitment to do this in a more customer-centric, financially inclusive way.

Secondly and thirdly, we're delighted that members Earnd and Allianz Australiahave published their first Foundation FIAPs. Whether it's an up-and-coming fintech offering Earned Wage Access to employees, or a part of the #1 insurance brand in the world with over 100 years experience in Australia, everyone has a role to play in increasing #financialinclusion and #financialwellbeing in Australia.

Read more here:

Collection House's Statement of Commitment

Earnd's Foundation FIAP

Allianz Australia's Foundation FIAP

Congratulations to Collection House Allianz and Earnd

Transurban: Strengthening communities through transport

Jane Calvert - Transurban

We recently caught up with Jane Calvert, Customer and Communities Advocate at Transurban to reflect on their incredible journey since launching the Foundation FIAP and completing the Progress Verification* with EY. Here are some highlights of our conversation:


Congratulations on recently completing the Progress Verification with EY and your Foundation FIAP. What has been a highlight of the past 12+ months?

Undoubtedly, I am most proud of Transurban’s response to COVID-19. Our toll credit program which launched in April, has now provided $9.5 million worth of free travel to over 40,000 people most impacted by the challenges of 2020.

Based on the success of the program and the recognition that social and financial vulnerability is a long-term issue, we have also recently announced that toll credits are here to stay, to help cover essential travel for those experiencing hardship due to a range of issues. These might include having to take children or parents to hospital for medical treatment, family violence issues or mental health challenges, to name a few.

Our long-term response has also included entering into two significant partnerships to ensure our most vulnerable Linkt Assist customers get the holistic support they need now and into the future.

One is a partnership with Good Shepherd to deliver Linkt Assist 360, a program to provide wrap around welfare support to those customers experiencing a range of complex issues.

The other is working with The Thriving Communities Partnership and a number of other corporate and community sector partners, to seed fund and co-design the One Stop One Story Hub, an Australian-first digital platform which will allow people to connect with the extensive support they are eligible for across a range of services and sectors.

What have you learnt about financial inclusion, resilience and wellbeing along the journey?

I think the past year has really helped our business at large recognise that anyone can experience vulnerability, and it can happen at any time. I think the challenges and conversations of the past year around how we as a business can respond have also helped us to more fully appreciate the role the business sector can and should play in contributing to enhancing financial inclusion and resilience. There is a much wider appreciation of our role in the ecosystem, and the opportunity we have to act at a critical point in a customer’s journey, and to work with the community sector, other corporate partners and government stakeholders, to ensure we all step up and play our role to hopefully prevent anyone from slipping through the cracks, and in doing so, ultimately restore their social and financial wellbeing.

Can you tell me the story of one person that you were able to have an impact on through your FIAP actions?

We recently had a customer who had used our toll roads to escape a family violence situation several times over the past few months. ‘Marie’ wasn’t able to work and had no permanent safe place to stay. She was incredibly shaken on the phone call into our Linkt Assist team and revealed enough information for the team to identify she needed more help, beyond her tolling debt.

After approving Marie for toll credits to cover off her existing debt and bring her account back into credit, they talked to Marie about Linkt Assist 360 and referred her through to Good Shepherd for further community welfare support.

Marie rang back a few days later to say it was amazing that she didn’t have to provide paperwork to prove her situation as she was exhausted explaining it over and over again, and it was such a relief to speak with an organisation that actually cared and went beyond their role. She advised Good Shepherd were fantastic – they put her in touch with a support worker in her local area that has already been assisting her in with finding her accommodation and food vouchers.

What would you like other organisations to learn from Transurban's approach?

That it is never too late to start advocating for or embarking on a journey to become a more financially inclusive organisation. When we first joined the FIAP and Thriving Communities Partnership networks, I had moments of feeling like such a new kid on the block. But really tapping into these networks and drawing on the learnings of what other organisations had done before us, all proved so helpful in helping to build the case for us to invest in some major initiatives to improve our approach to financial inclusion for all our critical stakeholders. Had this background work not been done, there is no way we would have been able to respond to the challenges of 2020 is such a quick, robust and effective way.

You can learn more about Transurban's achievements and an update on their FIAP here:

*The term ‘verification’ is used in the FIAP program to provide a level of assessment and consistency over the FIAP process and outcomes and does not refer to any conclusion or opinion being expressed in accordance with Australian Auditing Standards.

Jane Calvert - Transurban

CUA Launches Foundation FIAP


Australia’s largest member-owned banking organisation, CUA, has today released its Financial Inclusion Action Plan (FIAP), supported by more than $1 million in community investment to address vulnerability.

The FIAP includes a continued focus on issues that contribute to financial stress, some of which have been potentially exacerbated by COVID-19:

  • Helping Australians overcome barriers to home ownership. CUA will do this by partnering with government and the private sector through the National Affordable Housing Consortium’s BuyAssist shared equity initiative and the Australian Government’s First Home Loan Deposit Scheme.
  • Lifting digital and financial capability in an online world through CUA’s Connected Future partnership with the Australian Red Cross and social enterprise Infoxchange.
  • Helping members experiencing family violence, while extending support to community initiatives with Micah Projects in Brisbane and WIRE in Victoria to address financial abuse.

CUA CEO Paul Lewis said CUA’s commitments under the FIAP reinforce the mutual’s heritage of providing access to fair and affordable finance, and helping Australians improve their financial wellbeing.

“It’s part of our DNA. We know that by working with organisations like these we can support vulnerable Australians to build their financial capability and ultimately, give them the means to build a better financial future for themselves and their families,” he said.

CUA's FIAP is available at