Australia and New Zealand Banking Group Ltd. — Investor Presentation 2013

Nov 26, 2013

BANKING ON

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~~A strong domestic franchise is critical to the success~~ of ANZ‟s Super Regional strategy

The Banking on Australia program is our path to:

• Delivering consistent above system growth focused on our target segments,

• Maintaining strong margins, cost discipline and asset quality,

• And leveraging ANZ‟s Super Regional advantage to bring the whole of ANZ to our customers

• To deliver peer leading financial outcomes

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Customer preferences continue to shift towards mobile and di ital channels g

Customer branch traffic continues to decline

Growing customer preference for mobile and digital channels

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Millions Monthly Branch Interactions
5.0 Linear (Monthly Branch Interactions)
4.5
4.0
3.5
3.0
Sep 2010 Sep 2011 Sep 2012 Sep 2013
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Internet Banking

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Millions
Monthly Transaction Volume
40
30
20
10
0
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Sep 2003 Sep 2005 Sep 2007 Sep 2009 Sep 2011 Sep 2013

ANZ goMoney[TM]

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Millions Monthly Transaction Value (RHS) $ Billions
8 Monthly Transaction Volume (LHS) 4
6 3
4 2
2 1
0 0
Sep 2010 Sep 2011 Sep 2012 Sep 2013
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3

Banking on Australia is our response and we are transformin the business to osition ANZ for rowth g p g

Building our lead in mobile & digital

• Expanding customer reach and deepening loyalty

• New mobile & digital foundations

• Rapid evolution of our market leading applications

Transforming our distribution channels

Retail

• Transforming branches and contact centres to focus on more complex sales

• Multi-channel connectivity

• Migrating low value transactions to self service

Corporate & Commercial Banking

• Using our super regional advantage to bring whole of ANZ

• • Providing market leading banker tools & centralised service

• Offering deep industry insight

Simplifying our products & process

Accelerating through customer insights

• Digitising and automating

• • Paperless processing

• Simplifying product range

• New information platforms

• Single customer view enabled

• Insight driven offers

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We are making significant progress on our mobile and digital agenda

Banking on Australia

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~~ANZ goMoney[TM] is our market leading mobile banking app~~

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2010 First payments app in the Australian market Available for iPhone and Android Active goMoney 1.0m users[2] goMoney logins >25m per month >$56b Transactions processed

ANZ‟s award-winning app[1] provides a secure and convenient way to bank, 24/7 Customers with ANZ goMoney[TM] demonstrate greater loyalty

All data as at 30 September 2013.

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~~Interactive frontline sales tools are improving banker~~ productivity and delivering ANZ‟s super regional capabilities

100%

C&CB frontline bankers with iPads

8 Frontline Applications Developed

Digital A-Z reviews completed in last 3 months

5,000

Markets connected 33 via Super Regional App

Average turnaround time saving with each “Sign-on-Glass” application

48 hrs

A-Z Review

• 1 Customer needs assessment

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2 Collaboration
Video access to specialists
1 5
3 Super Regional
ANZ regional capability resource
2 6
4 Voice notes
Capture of customer notes
5 On Boarding & Identification 3 7
Customer information capture
6 ANZ Podcast 4 8
Banker Training
ANZ Hub
7
Customer & frontline information
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• 8 ANZ App catalogue Source of banker apps

• Faster application turnaround

• Access to bank-wide digital customer information

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ANZ FastPa is our award winnin mobile merchant a y[TM] g pp, enabling our small business customers to be paid „on the go‟

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Winner, FIIA Award for Innovation and the Trailblazer award for innovation in banking[1]

Available for iPhone and iPad FastPay users 7,000+

• Mobile merchant app for faster card payments

Monthly growth in 30% FastPay customers

• Allows businesses to accept card sales on iPhone or iPad with same-day settlement

Transactions >140k processed

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We are transforming our branches and capability of ~~our people to focus on more complex needs~~ and generate increased cross-sell and productivity

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7% Uplift in branch sales in FY13

Drop in branch traffic due to 5% increased self service in FY13 Uplift in sales via Video 18% Conference in 2H13

New look sales focused 74 branches[1 ]

Smart ATMs installed[1 ] 284

Transforming our distribution network by embracing new technology to meet the changing needs of customers

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Retail Transformation is improving Home Loan capability

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1.1 A to Z customer needs Home Loan Sales Mix by Channel
million reviews completed in 2013
Branch sales staff now 55% 51% 49% 47%
Broker
68% accredited to sell home
loans
Proprietary
45% 49% 51% 53%
Increase in branch
16%
Home Loan sales in 2013
1H12 2H12 1H13 2H13
Delivered Home Loan
Total Home Loan Accounts
 continuous improvement
program
Thousands
887
$13 Home Loan growth achieved 869
billion in 2013
857
847
Percentage of online chats
19% generating mortgage
referrals
1H12 2H12 1H13 2H13
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10

Corporate & Commercial Banking transformation is enhancin banker roductivit and drivin sales g p y g

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Revenue per FTE Costs per FTE
Growth in cross sell revenue
8%
to $1.3 billion
+2% -2%
1,137
20% Growth in leads to frontline
1,111
376
367
Establishment of cross border

on-boarding team FY12 FY13 FY12 FY13
Processes removed from
47
frontline staff
Money Magazine Business CANSTAR Best Value Australia
Different product applications Bank of the Year Agribusiness Award
12 to 1
consolidated to a single form
12 Products decommissioned
FIIA Innovative in Mobile Trailblazer „Channel Excellence in
Payments Award 2013 Mobile – Payments‟ Award 2013
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All growth rates reflect FY13 v FY12.

11

We are leveraging our super regional advantage to bring the whole of ANZ to our customers

Super Regional iPad App to facilitate cross-border customer conversations

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100% Relationship Frontline staff with Super Regional training Growth in cross-border 45% referrals from Australia Relationship Frontline staff 25% with hands-on experience in key Asian markets Growth in foreign 30% exchange customers

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“Can Service My Business Needs Across
Australia, NZ and Asia” [1]
ANZ Peer 1 Peer 2 Peer 3
40
36
32
28
24
Jun-12 Sep-12 Dec-12 Mar-13 Jun-13 Sep-13
12
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All data as at 30 September 2013. 1. DBM‟s Business Financial Services Monitor. Rolling 3 month average, as at Sept-13. Defined as proportion of Commercial Banking customers with $1m to less than $40m turnover who associate bank with the statement „can service my business needs across Australia, NZ and Asia„

~~Banking on Australia is delivering~~

• Strongest overall growth of major banks across Home Loans, Deposits and Cards in FY13

Outperforming the market

• Strong above system lending growth in Corporate & Commercial Banking

• Retail MFI Customer Satisfaction >80%[1] and complaints down 11%[2 ]

Trained and productive workforce

• Cost To Income down 330bps to 37.5%[2] and revenue per FTE up 7.1%[2]

• Highly trained & engaged workforce with 170k+ hours of frontline sales training

Innovative Technology

• Deepening customer reach and loyalty

• Enhancing the customer experience

• Improving frontline productivity

• ANZ‟s Super • Leveraging our Super Regional advantage to bring the

• Regional whole of ANZ to our customers

• advantage

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The material in this presentation is general background information about the Bank‟s activities current at the date of the presentation. It is information given in summary form and does not purport to be complete. It is not intended to be relied upon as advice to investors or potential investors and does not take into account the investment objectives, financial situation or needs of any particular investor. These should be considered, with or without professional advice when deciding if an investment is appropriate

This presentation may contain forward-looking statements including statements regarding our intent, belief or current expectations with respect to ANZ‟s business and operations, market conditions, results of operations and financial condition, capital adequacy, specific provisions and

risk management practices. When used in this presentation, the words “estimate”, “project”, “intend”, “anticipate”, “believe”, “expect”, “should” and similar expressions, as they relate to ANZ and its management, are intended to identify forward-looking statements. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of the date hereof. Such statements constitute “forward-looking statements” for the purposes of the United States Private Securities Litigation Reform Act of 1995. ANZ does not undertake any obligation to publicly release the result of any revisions to these forward-looking statements to reflect events or circumstances after the date hereof to reflect the occurrence of unanticipated events.

For further information visit

www.anz.com

or contact

Jill Craig Group General Manager Investor Relations

ph: (613) 8654 7749 fax: (613) 8654 9977 e-mail: jill.craig@anz.com

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