Responsible Financial Services

Responsible
Financial Services


We put our customers at the heart of everything we do and help them make good choices. We provide customers with access to affordable financial services that meet their needs.

Suncorp takes its responsibility as an essential services provider seriously. We are committed to being responsive and providing suitable, fair and affordable products and services that meet the needs of our customers and help build their financial resilience. We grow our business inclusively and serve the whole community.


#Targets


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Maintain proportion year-on-year of Level 2 complaints resolved in 30 days*


#Performance Against Targets*


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71% Level 2 complaints resolved in 30 days*

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+5.2 Net Promoter Score (Australia)


#Performance Highlights


95%


Level 1 complaints resolved in 5 days*

117,329


customers assisted during financial hardship*

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Commenced implementation of Responsible Banking & Insurance Policy

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Implemented Customers Experiencing Vulnerability Strategy, Standards and Guidelines

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Continued financial inclusion and customer vulnerability training for Australian employees and extended to New Zealand teams

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Piloted financial literacy workshops to build financial resilience and economic participation for culturally diverse communities


#Future Activities


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Continue to implement Responsible Banking & Insurance Policy and review and develop Sensitive Sector Guidelines

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Conduct portfolio ESG risk assessments*

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Continue to evolve Customers Experiencing Vulnerability Strategy and Roadmap

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Continue to implement Standards and Guidelines to support customers experiencing vulnerability

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Continue product development of Sorry Business Savings and Insurance for Aboriginal and Torres Strait Islander consumers



*Full circle indicates performance met or exceeded target and half circle indicates performance below target.

*Level 1 complaints: Handled by customer-facing teams. Excludes New Zealand

*Level 2 complaints: Managed by Customer Relations Team. Excludes New Zealand

*ESG – environmental, social and governance

*Financial hardship: Excludes New Zealand and Australian Life Business. General Insurance ‘Peace of Mind’ support calculated at a policy level