Our Commitments. Living our vision and values

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1 Our Commitments Living our vision and values

2 CEO Message Our vision is to excel at securing and enhancing the financial wellbeing of people, businesses and communities. It recognises the important role that the Commonwealth Bank has in the economies and communities in which we operate and inspires us to do our very best for the benefit of all our stakeholders. To achieve our vision we must earn and keep the trust of our customers, shareholders, regulators, suppliers, colleagues and the many communities in which we operate. Trust is CBA s most important asset. As we strive to achieve our vision, the trust our stakeholders have in us will be strengthened. In turn, this will help us ensure CBA continues as a sustainable and successful organisation. Our stakeholders trust in us rests on our honesty, capability and genuine concern for their financial wellbeing. Our vision and values, combined with the common principles for our roles set out in this document, are the framework to guide our decisions and actions to this end. We must always act according to our vision and values. If we all do, we can have a consistent, positive impact. Conversely, if only a few of us fail to live up to these expectations, this can undermine the actions of the majority who do. By embracing Our Commitments, we all give a personal undertaking to demonstrate our vision and values, and to adhere to common principles in performing our roles and conducting ourselves in a manner that strengthens trust. Our Commitments can help you make the right decisions. Your decisions can be shaped by two important questions: Can we do this does it comply with relevant laws, regulations and policies? Should we do this is it aligned to our vision and values? The first question usually has an objective, if sometimes complex answer. In answering the second, we should be thoughtful and compassionate in evaluating the best way to demonstrate our values of integrity, accountability, collaboration, excellence and service. If you are ever unsure about what decision to make, ask someone for help your manager, expert colleagues or other leaders. Every day I see positive examples of colleagues living our values and enhancing our stakeholders trust. If we all do this, all the time, we can together build on CBA s proud history and achieve our vision. Ian Narev Chief Executive Officer Commonwealth Bank Group 2

3 Our Commitments This document, Our Commitments, is the foundational policy and guiding framework for performing your role. It sets clear expectations for engaging with and balancing the interests of our stakeholders: customers, shareholders, regulators, suppliers, colleagues and the communities in which we operate. It also includes our expectations for when you represent Commonwealth Bank of Australia (CBA). Our Commitments should inspire you to perform at your best and seek to achieve our vision and live our values. You are required to comply with Our Commitments both when you are at work and beyond to the extent your behaviour could damage CBA s reputation or interests. This is important because our stakeholders may see you as representing CBA even when you are not at work. Your actions can have a significant impact on our stakeholders and the trust they place in us, and affect your colleagues and how they live our vision and values. Throughout your time at CBA it is an essential requirement that you and each of your colleagues commit to and comply with the following common principles: I commit to uphold the guiding framework of our vision and values I commit to uphold: Our Vision: to excel at securing and enhancing the financial wellbeing of people, businesses and communities Our Values: integrity, accountability, collaboration, excellence, service Values Guidelines: see page 8 of this document I will use the Values Guidelines to ensure I understand, practice and demonstrate our vision and values in my role. I will work with and support my colleagues to comply with Our Commitments, live our values and to achieve our vision. If I am ever unsure of which decisions to make or how our vision or values apply to me or my work, I will ask my manager or other leaders for guidance. I commit to honesty I will be honest and demonstrate integrity in every aspect of my work and whenever I represent CBA, including in balancing and fulfilling customer, shareholder, colleague and other stakeholder needs. I recognise this is essential to our stakeholders trust in us. I will be straightforward in how I create, improve and talk about our products and services; thorough in how I manage risk; and transparent in the way I provide necessary information on our business whilst also maintaining my commitment to confidentiality. I will express to my colleagues, manager or other leaders my full and truthful views, positive or negative, on CBA s business, practices and policies and their effects upon our stakeholders. I will quickly and openly acknowledge my mistakes and talk to my manager about them. 3

4 To support our performance framework, I will respond to appropriate requests for feedback on my colleagues demonstration of our vision and values with honest, fact-based input. I understand that dishonesty conflicts with our vision and values. I will be vigilant in identifying and reporting any knowledge of dishonesty, fraud, breach of policy or law, concealed practices, errors or risks that may affect CBA or our stakeholders. I understand that any legitimate concerns I raise will be taken seriously and, upon request, will be treated in confidence. I commit to maintaining confidentiality I understand that when I act on behalf of customers, shareholders, colleagues or other stakeholders in my role, they trust me to protect their valuable property, including their personal and other information. I will treat their and CBA s information in confidence, respecting CBA and our stakeholders trust. I will not use this information for inappropriate purposes or personal gain, or allow unauthorised access to it. I will only engage with regulators or the media, or make public statements about CBA, if required and authorised. If so, I will comply with relevant policy and only use verified, accurate and authorised information. I am bound by this commitment to confidentiality even if I leave CBA. I commit to disclosing and managing conflicts of interest I understand that a conflict of interest arises where my personal interests, or those of someone close to me, conflict with the interests of CBA or our stakeholders. This could include the misuse of information obtained in my role, being influenced by personal relationships with customers, suppliers or colleagues, accepting gifts or hospitality from third parties or where I, or someone close to me, may stand to benefit from a transaction between CBA and another party. I recognise that conflicts of interest could harm our stakeholders trust in CBA. I will avoid actual or potential conflicts wherever possible. If any conflict arises or could be perceived, I will disclose it to my manager, ensure the conflict is appropriately managed in ways consistent with all other relevant policies and that I have permission to continue before I act. I will not use information obtained during my work for my own benefit, for those close to me or for other purposes not connected with my role and duties. I commit to appropriate use of technology and communications I commit to using CBA technology and communications in my role for business and limited personal uses in an appropriate way, not in an offensive manner and consistently with the law, our values and all policies. I will only transmit confidential or customer information by using CBA technology and communications, when I am expressly authorised to do so and in compliance with CBA s security protocols. I will not allow unauthorised access to any CBA information, systems or assets. I recognise that my use of social media can reflect on me personally and professionally and also reflect on CBA. If my use of social media could be connected to my employment with CBA, I will be responsible for its appropriateness, demonstrate respect for the people and communities I interact with and be clear I am representing only myself unless the content is properly approved in advance by CBA. I will act in accordance with CBA s social and other media policies at all times. 4

5 I commit to operating in a safe and inclusive manner I commit to treating customers, shareholders, colleagues, suppliers and other stakeholders fairly and with respect, regardless of gender, culture, belief, sexual identity, disability or age. I will uphold CBA s high standards of workplace conduct and our commitment to eliminating unlawful discrimination, harassment, bullying and victimisation. I will also take appropriate care for the wellbeing, health and safety of me, my colleagues and our stakeholders, including only allowing authorised access to Group premises. This includes taking part in safety awareness learning and hazard and risk management, including reporting any safety, health or wellbeing concerns immediately. When working, regardless of location, I will comply with CBA s policy relating to alcohol and drugs. I commit to maintaining personal standards that support our vision and values I understand that our stakeholders experience with us in and beyond our workplace shapes their view of and trust in CBA and our values and impacts our reputation. I commit to contributing positively to this by maintaining personal standards, behaviours, finances and relationships at work and beyond (where my actions could impact CBA s interests) in ways consistent with our vision and values, which protect and enhance CBA s reputation and which maintain my ability to perform my role. I will do my best to manage my personal finances in a prudent manner and take care not to over commit myself. If I am experiencing any personal or financial difficulties, I know I am able to raise these with my manager and discuss support which may be available through Employee Assist or other external programs. I will inform my manager if I am involved in any bankruptcy or similar action, or am in serious financial or other difficulty which could impact the performance of my role. I will abide by CBA s zero tolerance to bribery, corruption and facilitation payments and I will comply with relevant CBA expense policies. I commit to understanding and fulfilling all aspects of my role I will meet all requirements of my role to the best of my ability, including complying with all laws, general and specific CBA policies applying to my role, management directions, training and certification requirements, and exercising the appropriate authority of my role. This also means meeting customer needs and only offering appropriate products and services for which I am appropriately authorised and trained. External roles or appointments may affect my capacity to perform my role at CBA. I will only hold external employment, directorships or honorary positions in clubs, charities or community organisations or stand for political or public office if there is no conflict with or adverse effect on my duties or CBA s reputation. I will obtain my manager s written approval before seeking or accepting any such external roles. 5

6 Deciding your actions Making the right decisions individually and collectively is essential to secure the trust of our stakeholders, and to enable us to realise our vision. To help you demonstrate all aspects of our vision and values, when you make decisions in your role, use the process below to help you answer two key questions: Can we do this? Should we do this? CAN WE DO THIS? Consult your Manager, Risk or Legal UNSURE? Does relevant law, regulation or policy allow it? NO. YES. SHOULD WE DO THIS? Is it aligned with our vision and values? Consult your Manager or MOR, HR Partner or Group Customer Advocate UNSURE? NO. YES! GO AHEAD Don t do it. Don t do it. 6

7 Your responsibility to uphold Our Commitments Our Commitments contains fundamental and common principles which are critical to us achieving our vision and living our values. It is a CBA policy which is essential for every role and one with which all employees must comply. You are accountable for your individual commitments and actions, and should support your colleagues in upholding their commitments. Failure to comply with Our Commitments is serious and may have various consequences, including disciplinary action and dismissal. Contributing your ideas and expressing any concerns are both critical to our vision and values. You are encouraged to share your input on any topic in a genuine way and in good faith. If you don t think you can uphold Our Commitments, or you see others failing to uphold theirs, you should discuss your concerns with your manager, other leaders, your HR partners or Group Security. If you are uncomfortable going through these routes, it is still very important to raise any issues you may have. In those circumstances, you should use the SpeakUP Hotline: to seek advice or raise issues that affect your role or your wellbeing at work to raise concerns about activities you believe are inconsistent with our vision, values or Our Commitments, or which are potentially damaging to our stakeholders or CBA with confidence that any legitimate concerns you raise will be taken seriously and, upon request, will be treated in confidence. The SpeakUP Hotline is an external service available 24 hours 7 days a week staffed by independent consultants qualified and equipped to respond. Further details on CBA intranet. Contact details Inside Australia: (1800 SPEAKUP) Outside Australia: This policy may be subject to change from time to time at CBA s discretion. It does not form part of any employee s contract of employment or any industrial instrument that may apply. Where another document refers to the Statement of Professional Practice, or an obligation to comply with it, that reference should be read as a reference to Our Commitments. 7

8 VALUES GUIDELINES. Integrity I am trustworthy I do the right thing I express my ideas or concerns I encourage people to speak openly and honestly I take action when issues are raised I engage my team on what the values mean for us Accountability I understand and deliver what is expected of me I take ownership and follow up I acknowledge mistakes, escalate them quickly and learn from them I set clear expectations of each person and the team I manage performance and behaviour consistently and constructively I make hard decisions when I need to Collaboration I listen, speak and act respectfully I work with others to get the best outcomes I appreciate great contributions from others I encourage diversity of teams and points of view I prioritise Group outcomes over Business Unit goals I make timely and effective decisions with appropriate input from others Excellence I get the basics right first time I take the initiative to achieve better, simpler outcomes I do my best I lead the business like I own it I help people see and reach their potential I expect and celebrate great work Service I help others I care about understanding and meeting customers needs I represent CBA well at all times I provide clarity on balancing different stakeholder interests I set high service standards for my team and share best practice I coach and encourage others to deliver exceptional service Our vision: To excel at securing and enhancing the financial wellbeing of people, businesses and communities A/0316

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