2016
Highlights

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Supporting our Customers

FOCUS ON GREAT SERVICE

Introduced “Our Service Promise”, a program of actions and commitments. Developed by our people, it defines our expectations of what it means to deliver consistently great service in every customer interaction.

13 million

customers

HELPING CUSTOMERS
START OR GROW
BUSINESSES

Our redesigned branches allow business customers to connect with business specialists via video conference

Emily Hartmann from Bank of Melbourne's Retail and Business Banking team.

HELPING CUSTOMERS
ACHIEVE THEIR GOALS

From buying a home to starting and growing a business, we've helped customers achieve their goals

$404bn in Australian home loans NZ$45bn in New Zealand home loans

$150bn in Australian business loans NZ$29bn in New Zealand business loans

$973m Life insurance in-force premiums

  1. All comparisons on this page are against results for the 12 months ended 30 September 2015 unless otherwise stated
  2. Westpac’s mobile banking app, Westpac Live, rated No.1 in the Forrester 2016 Global Mobile Banking Functionality Report
  3. Across the Australian branch network in the second half of 2016

No.1

Westpac Live ranking in Forrester’s 2016 Global Mobile Banking Functionality Benchmark2

CUSTOMER COMPLIMENTS

3x

3 times as many
compliments as
complaints3

CUSTOMER COMPLAINTS

31%

across Australian operations

MAKING BANKING EASIER

22%

of banking products sold online in Australia

Branches redesigned to complement
changing customer needs

Supporting Shareholders

Westpac’s 620,0001 Shareholders comprise mainly Australian individuals and super funds.

$6.3bn

PAID IN DIVIDENDS IN 20163

$99bn

WESTPAC GROUP MARKET CAPITALISATION

14%

CASH RETURN ON EQUITY

42%

EXPENSE TO INCOME RATIO

The Westpac Board. From left to right: Peter Hawkins, Elizabeth Bryan, Robert Elstone, Brian Hartzer, Peter Marriott, Lindsay Maxsted, Craig Dunn, Alison Deans and Ewen Crouch.

A LEADER IN STRENGTH

Enhanced liquidity position:
Liquidity Coverage Ratio 134%
Net Stable Funding Ratio > 100%

Common equity Tier 1 capital ratio 9.48%

Top quartile of banks globally for capital

Gross impaired assets to gross loans 0.32%

  1. 622,780 shareholders at 30 September 2016
  2. Net profit attributable to the owners of Westpac Banking Corporation
  3. 2016 calendar year
  4. Special dividends

BUILDING LONG-TERM VALUE

REPORTED PROFIT2 ($Millions)

Decreased by 7% on Full Year 2015. Prior year included some infrequent items which in aggregate increased net profit by $347 million (post tax).

ORDINARY DIVIDEND (Cents)

Full Year 2016 dividends totalled 188 cents per share, up 1 cent on Full Year 2015.

CASH EARNINGS ($Millions)

A result in line with Full Year 2015.

Supporting Employees

WORKFORCE REVOLUTION

To deliver our vision, we need the best people with a relentless focus on delivering exceptional customer service.

BankSA employees Raquel Watson and Jessica Lendrum at the Noarlunga Branch in South Australia.

74%

of employees use flexible work arrangements, up from 63% in 2014

Women in leadership positions up to 48%, from 46% last year

  1. Cash earnings basis
  2. 35,280 full time equivalent employees

EMPLOYEE
ENGAGEMENT

69%

HIGH PERFORMER RETENTION RATE

95%

Creating an inclusive workplace that supports greater diversity, productivity and engagement among our people.

$4.59bn

IN EMPLOYEE PAYMENTS1

39,568

EMPLOYEES2

Supporting Communities

Banks exist to support economic development and we have a responsibility to play a positive role in the communities in which we operate.”

BRIAN HARTZER
BRIAN HARTZER
Chief Executive Officer
Westpac Group

$3.34bn

INCOME TAX EXPENSE1

$148m

COMMUNITY CONTRIBUITIONS

Some of Westpac’s 200 Businesses of Tomorrow mentors. Left to right: Michael McLeod, Chief Executive Officer of Message Stick Group; Andrew Bate, Chief Executive Officer and Managing Director of SwarmFarm Robotics; Steven Persson, Chief Executive Officer of The Big Issue; Pip Marlow, Managing Director of Microsoft Australia; Gail Kelly, former Chief Executive Officer of Westpac Group; John Eales AM, former Australian rugby union captain; Ita Buttrose AO OBE, journalist and businesswoman; and Carla Zampatti AC, Executive Chairman of Carla Zampatti.

  1. Cash earnings basis

59,596

PARTICIPANTS IN FINANCIAL EDUCATION

30,759

CUSTOMERS WHO ACCESSED A FINANCIAL ASSISTANCE PACKAGE

$100m

Westpac Bicentennial Foundation will support 100 scholars every year in perpetuity

Businesses of Tomorrow program launched to identify 200 promising businesses to receive direct support and intellectual capital from some of Australia’s leading business people

$6.2bn

Total committed exposure to CleanTech and environmental services sector

$1.05bn

Lending to social and affordable housing sector

$500m

Westpac Climate Bond Issued

2,900

Employment pathways and jobs created by social enterprises supported by Westpac Foundation over two years

2016 Annual Reporting Suite

Proudly
Supporting
Australia

Download our 2016 Annual Report, Annual Review & Sustainability Report, Sustainability Performance Report and Notice of Meeting from the downloads section of this site.

2016
Highlights

Read More

Chairman’s
Report

Materially strengthening
our balance sheet and
delivering sound returns

Read More

CEO’s
Letter

Australia’s
first bank

Read More

Stories

Stories about customers,
employees and partners
that bring Westpac's strategy to life

Read More

Shareholder
Information

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Downloads

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Contact

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