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As one of Australia’s largest companies, Westpac Group can play a role in helping to create positive social, economic and environmental impact, for the benefit of all.

Westpac’s environmental, social and governance (ESG) dashboard summarises our non-financial performance and provides links to the source documents of published information and policies. All data as at 30 September 2021, unless otherwise stated.  

 

  FY19 FY20 FY21 Commentary Link to source document
Number of customers (million)1

14.2

14.1

13.9

  2021 Sustainability Datasheet: Customers (XLS 144KB)
Digitally active customers (million)

5.8

5.9

6.1

  2021 Sustainability Datasheet: Customers (XLS 144KB)
Change in customer complaints (%) – Australia2

94

145

33

  2021 Sustainability Datasheet: Customers (XLS 144KB)
Change in customer complaints (%) – New Zealand 

2

6

-9

  2021 Sustainability Datasheet: Customers (XLS 144KB)
Net Promoter Score (NPS) Australia – Consumer3

-7.3

-3.5

-3.3

  2021 Sustainability Datasheet: Customers (XLS 144KB)
Net Promoter Score (NPS) Australia – Business3

-4.5

-5.5

-9.1

  2021 Sustainability Datasheet: Customers (XLS 144KB)
Net Promoter Score (NPS) New Zealand – Consumer3

+5

+14

+14

  2021 Sustainability Datasheet: Customers (XLS 144KB)
Net Promoter Score (NPS) New Zealand – Business3

+3

+7

-14

  2021 Sustainability Datasheet: Customers (XLS 144KB)
Customer advocate       Adrian Ahern appointed as customer advocate in Oct 2016 2016 media release

1. Decrease due to the sale of businesses.

2. Change in trend reflects updates to our complaints policies and standards which now required people to log all complaints, even if they are resolved within 5 days.

3. Definitions available in the 2021 Investor Discussion Pack (page 129).