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Listening to stakeholders

Engaging with our stakeholders enables us to understand and respond to their expectations and concerns.

Our approach to engaging stakeholders is guided by the AA1000 Stakeholder Engagement Standard (2015) and its principles of inclusivity, materiality and responsiveness. We seek to ensure that our stakeholders are able to engage with us in a meaningful way.

Our annual materiality assessment process provides an understanding of the issues important to our stakeholders. Our sustainability strategy and annual reporting seek to respond to these issues.

Our sustainability management framework which includes internal frameworks, policies and committees, supports our stakeholder engagement process. External stakeholder forums including our Stakeholder Advisory Council; Vulnerable Customer Council; Safer Children, Safer Communities Roundtable Council and Westpac Indigenous Advisory Council, play an important role by bringing wider perspectives to inform our approach.

A number of channels provide us the opportunity to understand concerns and respond to stakeholders. These are listed below.


Stakeholders Ways we engage
  • Customer advocate
  • Call centres
  • Online
  • Social media
  • Mystery shopping
  • Focus groups
  • Customer councils
  • Branch teams and relationship managers
  • Customer surveys
  • Customer feedback from branches 
  • Surveys
  • Yammer (internal social media)
  • People leader forums
  • Ongoing team meetings
  • Surveys
  • Briefings and meetings
  • Annual General Meeting
  • Round tables
Government and regulators
  • Policy and trend analysis
  • Industry forums
  • Submissions
  • Reform proposals
  • Meetings
  • Supplier forums
  • Meetings
  • Assessment against our Responsible Sourcing Code of Conduct
Non-governmental organisations
  • One on one meetings
  • NGO participation in industry meetings
  • Ongoing dialogue with community partners
  • Local branch engagement
  • Skill-based volunteering, mentoring and secondments
  • Strategic workshops and working groups
  • Grants and sponsorships

Your feedback

We know how important it is to listen and respond to customer and community concerns on a wide range of issues and we are committed to doing business in a responsible manner.

If you would like to provide feedback or raise an issue, you can contact