nab0196_accessibility_brochure4_6d

Our Accessibility Action Plan !"#!-!"#$

Contents

Words of action ...............................#Mike’s story ......................................!Action not reaction .........................%Colleen’s story .................................&Moving in one direction ................'Amanda’s story ................................(Planning for the long term ...........)The people behind our plan ............#!Grant’s story .....................................#%Supporting you ...............................#$Glossary of terms ..............................#*Our business ....................................#&


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Welcome Message

“At NAB we are committed to creating and maintaining a workforce which is representative of our customers and communities and where individual differences are valued, respected and understood.

According to ABS statistics on disability, over four million Australians, or almost one in every five people, have a disability. Our goal is to provide effective services and support at NAB, to meet their everyday needs.

At the heart of this is ensuring we are recognising diversity and taking appropriate and timely action.

I am very pleased to launch our Accessibility Action Plan for !"#!-!"#$.

It demonstrates how we are developing an inclusive culture at NAB to help remove the barriers to access that exist for so many of our people and our customers who have a disability.

In #%%&, NAB was the first bank in Australia to lodge a Disability Action Plan with the Australian Human Rights Commission. The aim was then, and remains, to improve access for all people who have a disability.

Together we will keep working hard to deliver the initiatives we have identified in this Action Plan and build a competitive and sustainable business for the long term, where everyone in our community benefits.”

Cameron Clyne NAB Group, Chief Executive Officer

Words of action

# - According to figures from the !""% Australian Bureau of Statistics Survey of Disability, Ageing and Carers.

“At NAB we are committed to creating and maintaining a workforce which is representative of our customers and communities and where individual differences are valued, respected and understood.”

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Mike’s Story:

“I was diagnosed with Multiple Sclerosis in December, !""'. Like all people with MS, I experience a variety of symptoms. The progress of the disease is unpredictable and as my balance is limited, I am aided by a walking stick. Fortunately, my level of disability is relatively low, but it may not always be this way.

The way I have decided to fight back against my disability, is to become involved in a fundraising group to promote and fund research into finding the cause of, and a cure for, MS. The Foundation ( Million Plus group has so far raised almost $).( million towards this cause. Raising funds has been very empowering and enabled me to feel some control over a disease which I would otherwise have no control over. Through this group I’ve met some astounding people. They are “can do” people, positive people, for whom no challenge

is too great. Their support and camaraderie is another way we fight back together.

The Accessibility Action Plan !"#!-!"#$ is a statement from NAB that its commitment to diversity is real. To me, it says NAB will facilitate and support my efforts in continuing to work for as long as my disability allows me to. The Plan emphasises that it’s not just the responsibility of people with disabilities to try and adapt, but everyone’s responsibility to be inclusive.

If we want NAB to be the best, we have to have the best people, and this means including people with disabilities who also contribute greatly to the success of the Bank.

The Accessibility Action Plan says to me that I am a valued employee of NAB, not a burden, and that means a lot to me, my family and to people with disabilities generally.”

“The Accessibility Action Plan says to me that I am a valued employee of NAB, not a burden, and that means a lot to me, my family and to people with disabilities generally.”


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Action not reactionThe genesis of our action plan

Playing by the rulesThe Disability Discrimination Act !""# (Cth) (DDA) is federal legislation that prohibits discrimination on the basis of disability. It regulates equality of access and opportunity for people with a disability, with objectives that include:

• eliminating, as far as possible, discrimination against people on the grounds of disability in all areas of public life including work, access to premises, and in the provision of goods and services; and

• promoting recognition and acceptance of the principle that people with disabilities have the same fundamental rights as the rest of the community.

The legislation provides a broad definition of ‘disability’, including a range of permanent and temporary physical and mental ailments and conditions. These can be actual and imputed, total or partial, lifelong or acquired, visible or invisible, and could be caused by accident, trauma, genetics or disease.

Our Accessibility Action Plan !"#!-!"#$ considers a range of developments, including organisational change, technology advancements and changing demographics.

In line with the DDA requirements, the Action Plan includes provisions relating to:

• Policies and programs to achieve the objectives of the DDA

• Communication of these policies and programs to our people

• Reviewing our practices to identify and protect against potential discrimination

• The setting of goals and targets, against which the success of the plan may be assessed

• Evaluating our policies and programs

• The appointment of people to implement these provisions.

This Action Plan will be provided to the Australian Human Rights Commission (AHRC), who will make it publicly available.

The legislation provides a broad definition of ‘disability’, including a range of permanent and temporary physical and mental ailments and conditions.

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Action not reaction (continued).

“Our Consciously Addressing Unconscious Bias Program helps overcome barriers when it comes to hiring, identifying and recognising talent, as well as improving development and reward outcomes.”

Actions in progressAs we continue to build momentum in this area, the following initiatives are already underway:

For Our People:Reasonable Adjustments Assessment ProcessIntegrated into our ‘business as usual’ activities, reasonable adjustments allow us to change the workplace, or the way a task is performed, to allow our people to perform their role effectively. They allow people with a disability to pursue roles on a more level playing field including during the recruitment process.

Workplace assessments and adjustments for people with disabilities apply to all levels of employment. These assessments can lead to modifications to existing equipment, or the provision of specialist equipment, assistive technology or furniture. We also offer flexible work arrangements, alterations to work environments, changes to workplace practices and training or retraining.

MYndhealth updateHaving engaged and healthy people at work is a key priority for us at NAB.

MYnd.Health@NAB is designed to provide our people with access to a comprehensive range of tools, resources, services and programs to help build personal resilience and increase our people’s understanding of mental health issues.

Consciously Addressing Unconscious Bias ProgramOur Consciously Addressing Unconscious Bias Program helps overcome barriers when it comes to hiring, identifying and recognising talent, as well as improving development and reward outcomes.

Completed by more than '"" of our senior leaders throughout !"## and !"#!, this program explores bias and its impact on individual and group decision-making.

Using a variety of rigorous, innovative and engaging activities, the program gives senior leaders access to the tools they need to retain and realise the talent of our people.

NABitNABit provides a consistent source of information, and is designed to help with first contact resolution, and to provide a faster and more consistent experience for our customers.

Similar to an internal search engine for customer-related transactions and queries, NABit includes content which is specifically aimed at increasing the knowledge and understanding of our people so they can better assist our customers who have a disability.

The Program has recently been rolled out to the Personal Bank Retail network and our Customer Contact Centres.

Employee Volunteer Days NAB has been a long term supporter of efforts to help people in the community where we live and work, by giving our people access to a minimum of #) hours of volunteering leave per year.

During !"#!, #&,")" volunteering days were conducted by our people, with more than $(" community organisations across the country. #%) volunteering activities were completed by our people across #* organisations that assist people in the community with disabilities.

The NAB Employee Volunteering team is focusing on growing skill-based volunteering to better enable us to make a significant impact in the community.


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# - The !""& National Survey of Mental Health and Wellbeing (conducted by the Australian Bureau of Statistics) found that $(% of Australians aged #)-*( (or &.' million people) had at least once in their lifetime experienced at least one selected mental disorder. ! - Only six percent of Lifeline’s callers on the phone were assessed as ‘high risk’ of suicide, whereas (& percent of users of the online service were considered high risk. (And more than a third of users of the online service said they wouldn’t use a telephone crisis service.)

Action not reaction (continued).

For Our Customers and Our Community:NAB Schools FirstNAB Schools First is a National Awards Program conducted in partnership with the Foundation for Young Australians (FYA) and the Australian Council for Educational Research (ACER).

The Program recognises and rewards outstanding school and community partnerships, which are having a positive impact on students beyond the classroom and are assisting young people to realise their potential.

Since !""%, NAB Schools First has awarded $$" school-community partnerships with over $#* million provided to support and sustain their effective school-community partnerships. We have invested $#.'* million into !& “special needs” school-community partnerships in Victoria, New South Wales, Queensland, Western Australia and Tasmania.

MLC FoundationThe MLC Community Foundation is a charitable trust which was established in September !""*, with a mission to improve mental health outcomes for all Australians. The Foundation has chosen to focus on mental health because of the significant impact these issues have on our customers, our people and our business. As a result we have invested $$.( million over the last ( years in grants towards this cause#.

Lifeline Australia is the Foundation’s largest and longest serving partner and more than $#.& million has been donated to them. This is a vital service and our donation is being used to provide Lifeline’s Online Crisis Support Chat service, which connects people with trained workers via text-based one-on-one online chat!.

In addition to providing financial support, the MLC Community Foundation has also supported Lifeline Australia by assisting them with business mentoring, developing marketing and communication plans, guiding them on strategy and including them in NAB community learning opportunities. Lifeline Australia also provides training to NAB Cares employees in mental health identification and referral processes, which further demonstrates the strength and quality of this partnership.

Customer Experience Design CentreThe Design Centre is an internal facility we use to design, evaluate and observe the experience that customers and our people (including those with a disability) have with our systems, products and services.

Accessible AppsNAB has made internet banking available on supported web-enabled mobile devices, including smart phones and tablet computers.

This has helped many customers – particularly customers with mobility restrictions – have greater ease of access to everyday banking, including transferring funds, paying bills, and keeping up with account activity without needing to visit a branch.

ATMsNAB ATMs within Australia are audio-enabled and comply with the Australian Banker’s Association Accessibility standards (and other industry standards) by featuring a ‘pip’ on the five key to enable keyboard navigation.

Many more initiatives and actions are planned as part of our Accessibility Action Plan !"#!-!"#$, to better assist our people, our customers and our community for the long term at NAB.

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“My disabilities come in various forms. My main disability is that I am legally blind and I have only #"% vision. I also have a condition called Narcolepsy, which is excessive daytime sleepiness, so I get tired very quickly and sometimes fall asleep. I don’t remember doing this when I wake up.

In early !""!, I was also diagnosed with depression. It was the hardest thing I have ever had to deal with. I went from having a normal working and social life that I enjoyed, to not being able to complete my work properly and moving back home with my mum.

Although I was still going to work most days, I needed extra support. This support started from the training room. It continued when I was moved into a team at the Customer Contact Centre where I started working part-time, as I was not able to manage a full-time load. My Business Unit Manager took the time to get to know me, asked questions about what I needed and at times suggested what I should do, because I didn’t know what I needed.

While this disability was new for me too, I was always open and honest about my illness which meant the business was able to plan around it and my unplanned leave was low. I felt supported at every step and was able to progress through other phone-based roles. By the end of !""$, I had completely overcome my battle with depression.

To show my appreciation for the support I have received for my various disabilities, I nominated NAB for a Diversity Award, which we won.

Being part of a team that sees my ability before my disability is really important to me. They value the work I do and are happy to lend me their eyes and help me out when I need them.

I didn’t think I would work for one organisation for so long, but because of the great support and encouragement I have received along the way at NAB, I am still here.”

Colleen’s Story:

‘Being part of a team that sees my ability before my disability is really important to me. They value the work I do and are happy to lend me their eyes and help me out when I need them.’


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Our accessibility objectives

As the Group Executive for People, Marketing and Communications, I am delighted to be the Executive Sponsor of NAB’s Accessibility Action Plan !"#!-!"#$. The Plan outlines a clear strategy for providing more effective long-term support and access for our people and customers with a disability.

Throughout this Plan our people have shared their personal stories of how they have been impacted by various disabilities and how we’re supporting them. Hearing these firsthand experiences – and how they’ve overcome many incredible challenges on a daily basis – is inspiring. They remind us why improving access and being more inclusive and supportive of our people and customers with a disability, must remain at the forefront of our minds.

To put the Plan into action we have identified five key objectives we’ll be working to deliver over the next two years.

These are to:

#. Improve access to our premises and financial services for our customers and our people.

!. Consider the needs of people with disabilities in the development of our products, services and marketing.

%. To increase awareness, knowledge and confidence of our people to enable improved service for customers with disabilities, and to provide a supportive and inclusive workplace.

$. Enable our people with a disability to realise their potential by creating an inclusive and supportive culture.

*. Increase awareness of disability in the community, while providing continued support through our community engagement programs.

Our Accessibility Action Plan !"#!-!"#$ will help us to deliver a better outcome for our people, our customers and our communities. (Refer pg %-## for a more detailed Action Plan)

Andrew Hagger Group Executive, People, Marketing and Communications and Executive Sponsor

Moving in one direction

‘The Plan outlines a clear strategy for providing more effective long-term support and access for our people and customers with a disability.’

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Amanda’s Story:

“In !""), I had to have major surgery where my leg was amputated. Being a NAB employee, I was supported by NAB’s Reasonable Adjustment process with the Occupational Therapists (OTs) at my hospital liaising with the OTs provided by NAB. I was impressed by the level of communication between them which ensured everything was ready for my return to work.

Using a prosthetic leg I can only walk short distances now and I spend most of the day in a wheelchair. I am about to have my second leg amputated, a decision I made with a view to achieving a healthier and more mobile life. This will pose new and different challenges for me as I learn to walk with two prosthetic legs.

Over the years, I have had the opportunity to work in many different areas of NAB. My experiences, with both people and access relating to my disability, have varied.

People with a disability are often faced with options being taken away from them, rather than more options provided. I think this is because those who are often making the decision about a change are not aware of how it’s going to impact people with a disability.

One of the strongest commitments we’re making to our people at NAB is the creation of a Disability Employee Network – NABility. The previous successes of ‘Pride at NAB’ and ‘Connecting Women’ networks have demonstrated that we can all make a difference.

As an employee that has struggled with ‘going solo’ on many areas of disability, the NABility network will be a great way to positively and visibly strengthen and support our people and customers who have a disability.

NABility will be a great way to uplift the profile of our talent, and raise awareness of the individual and diverse needs of our people and customers with a disability. My hope is that it will help to create even better ways of doing things at NAB.

From the perspective of those with a disability, what we do on a day-to-day basis can help create a more diverse, inclusive and aware culture at NAB – adding to our brand and employee value proposition.”

“From the perspective of those with a disability, what we do on a day-to-day basis can help create a more diverse, inclusive and aware culture at NAB – adding to our brand and employee value proposition.”

WE CAN ALL MAKE A DIFFERENCE


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What we aim to do By when?

How we will measure success

Consider the needs and accessibility requirements of our customers and our people with a disability when planning, designing and constructing all new and refurbished branches and premises.

Ongoing By referring to anti-discrimination and Building Code of Australia standards and other relevant accessibility standards.

Develop and implement a process that supports our people with a disability as part of relocation planning.

Year # The process is developed and implemented.

Develop a centralised process for gathering, reporting and analysing customer feedback on accessibility. This will enable us to better recognise success and will highlight areas where we still need to improve.

Year # The process is developed and implemented.

To further improve customer access to ATMs, EFTPOS and telephone banking services by continuing to review and (where possible) implement accessibility measures that conform to industry best practice.

Ongoing New NAB ATMs, EFTPOS and telephone banking systems are equipped with industry best practice accessibility features.

Improve access to our internal technology services, as well as our customer facing online channels, products and services. We will work towards content displayed on these channels meeting Web Content Accessibility Guidelines (WCAG) v!." level AA.

Year # A review is completed, and a program of work to address identified gaps is designed and action has commenced.

Improve our knowledge of technology architecture and development resources in regards to WCAG v!." level AA, enabling them to be incorporated into project design and build activities.

Year # Training is provided and built into the induction of new development / architecture employees. A program to train current employees with a focus on Team Leaders is in progress.

Include WCAG v!." AA standards in the design and development of new technology services.

Year #

Year !

By ensuring a communication plan to reinforce WCAG v!." level AA has been implemented.

By performing regular, random audits of design documentation and development code.

Objective

#. Premises and financial services

To improve access to our premises and financial services for our customers and employees.

Who will help implement these actions?

• Property

• Product Divisions of Business Units

• Technology

• Diversity & Inclusion

Planning for the long termOur Accessibility Plan !"#!-!"#$ is a detailed plan focused on our people and our customers, providing many opportunities and initiatives for the future.

For our Plan to be effective, we have assigned timeframes to guide the achievement of our objectives by Year # (end of !"#') or by Year ! (end of !"#$).

We’ve also identified those actions which will need to be reviewed on an ongoing basis.

There are five key objectives for our Accessibility Action Plan !"#!-!"#$, as well as a continuous process of monitoring and evaluation aimed to ensure improvements to initiatives are sustained over the long term. These five key objectives are:

Opportunities and initiatives for the future

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Enhance training for our people and managers to improve their confidence and understanding of accessibility.

Year #

Year !

Training is updated and implementation commences.

Training is ongoing.

Review and improve the resources available to our managers so they can better support our people with a disability.

Year # Managers demonstrate understanding of their responsibilities and know where to access information and support.

Increase employee awareness and understanding of the Accessibility Action Plan !"#!-!"#$ and its relationship with our customers and our people.

Ongoing Our people demonstrate increased awareness of the Accessibility Action Plan !"#!-!"#$ and accessibility generally.

Continue to improve accessibility to our training and development programs and consider accessibility needs in the design of new training programs.

Ongoing Our people with a disability have access to training and development programs.

Develop a reference guide in partnership with the Australian Network on Disability to integrate accessibility into various learning formats, meetings and communications.

Year # A guide is developed and published.



Consider accessibility when reviewing existing products and services, and when designing new products, services and marketing.

Year # Our review processes include these considerations.

Explore options to improve the accessibility of essential information for customers with disabilities.

Year # A review is completed, and opportunities for alternative formats are identified and implemented.

!. Products, services and marketing

To consider the needs of people with disabilities in the development of our products, services and marketing.


• Marketing

• Product divisions of Business Units


%. Information, education and communication

To increase awareness, knowledge and confidence of our people to enable improved service for customers with disabilities, and to provide a supportive and inclusive workplace.



• Talent & Capability

• Corporate Affairs

Our Accessibility Plan !"#!-!"#$ is a detailed plan focused on our people and our customers, providing many opportunities and initiatives for the future.


Objective

Objective

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$. Employment and support

To enable our people with a disability to realise their potential by creating an inclusive and supportive culture.


• Health & Safety

• Security Operations

• Recruitment




Review our current community investment initiatives and programs to identify opportunities to further assist people in the community with a disability.

Year # A review is completed and opportunities are identified and implemented.

Include accessibility considerations in our sponsorship and events planning.

Year # Our NAB sponsorship agreements and other related communications and materials include these considerations.

*. Community engagement

To increase awareness of disability in the community, while providing continued support through our community engagement programs.


• Corporate Responsibility

• Sponsorship & Events




Audit existing “reasonable adjustments” assessment process to identify opportunities for improvement.

Year # Audit is completed and the program for improvements is designed.

Continue to improve the availability and quality of mental health programs for our people to build personal resilience and understanding of mental health conditions.

Year # By monitoring, take-up and evaluation of mental health programs.

Increase awareness of Personal Emergency Evacuation Plans.

Year # The process is established and communicated.

Engage a dedicated recruitment consultant to improve our processes for supporting the recruitment and retention of people with a disability.

Year # A consultant is engaged, frameworks and processes are reviewed and necessary improvements are implemented.

Include disability in our broader agenda of diversity and inclusion.

Year # Our diversity messaging includes our focus on disability.

Collect and analyse employee feedback on accessibility in a more centralised manner in order to improve the support available to our people with a disability.

Ongoing Our people demonstrate increased awareness of processes to provide and receive responses to feedback, have issues resolved and identify opportunities for improvement.

Establish a Disability Employee Network to support our people and/or advocates of people with disabilities.

Year # A network established and positive feedback received in relation to support for our people with a disability.

Objective

Objective

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We should all recognise diversity and be inclusive and accessible to our people and customers with a disability.

Responsibility for this Accessibility Action Plan !"#!-!"#$ sits with the Advisory Committee, which reports to the NAB Group Diversity Forum. The Forum is comprised of our business leaders, and is co-chaired by our NAB Group CEO, Cameron Clyne, and our Executive Director, Finance, Mark Joiner. This further demonstrates our leadership and commitment to delivering on this important priority for NAB.

The Advisory Committee is comprised of senior business representatives and subject matter experts from right across the business. They will meet regularly and are accountable for monitoring the implementation of particular areas of the Plan.

Each year, the Advisory Committee will conduct a review of the overall Accessibility Action Plan !"#!-!"#$ to consider and report to the NAB Group Diversity Forum on the progress of the five key objectives included in the Action Plan.

This will include consideration of the following four key areas:

#. Engagement of an external party to review the Plan for continued relevance and effectiveness

!. Customer issues and complaints relating to accessibility

%. Employees’ issues and feedback relating to accessibility

$. Sustainability and effectiveness of actions implemented.

The people behind our plan

We should all recognise diversity and be inclusive and accessible to our people and customers with a disability.


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“After a car accident left me a paraplegic at the age of #), I knew life ahead would be different from anything I had previously imagined. It was my love of sport and competing that was instrumental in guiding me back into an active and positive lifestyle via wheelchair basketball. Surprisingly, opportunities began to emerge including a scholarship to play basketball and study overseas. I was soon selected as part of the Australian Wheelchair Basketball team. Although now happily retired from international competition after three Paralympic Games, I can’t explain the positive influence and amazing people I have met throughout my sporting pursuits.

I participated in two Paralympic Games while I was working at MLC. The commitment required

to reach the elite sporting level is enormous and something I could not have done without the genuine and forthcoming support from MLC.

From close colleagues to senior management, there was unequivocal support which included flexible work arrangements and even financial support, among other things.

This help to fulfil my sporting aspirations was not something offered simply because it was written in a policy document somewhere, but rather because people believed in what I was endeavouring to do and wanted to assist me however possible.

There is no doubt in my mind that the support I received at MLC contributed significantly to my sporting successes. I also like to believe that people throughout

the business enjoyed following my journey through the Paralympics, knowing they had contributed to both me being there and the outcome.

These actions will always resonate with me as the practical result of the cultural willingness that exists within MLC to support diversity. Seeing targeted efforts to improve these endeavours and apply them across the business is very pleasing to me. It is something I believe in time NAB will be well rewarded for. There is great value in diversity, and as a people business, what better to focus on than our people. Diversity of thought comes from people with differing backgrounds, environments and life situations. This seems like a logical place to start, and congratulations to NAB for making this a priority.”

Grant’s Story:

“Diversity of thought comes from people with differing backgrounds, environments and life situations. This seems like a logical place to start, and congratulations to NAB for making this a priority.”

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We want to hear from you. If you have questions or feedback relating to this Accessibility Action Plan !"#!-!"#$ please:

• Email us at [email protected]

• Phone us on

Feedback – Compliments, complaints or suggestions: #*"" #(! "#(

Deaf, hearing-impaired or speech-impaired – The National Relay Service:

TTY/Voice: #*"" ((( )&& and ask for #*"" #(! "#(

Speak and Listen: #*"" ((( &!& and ask for #*"" #(! "#(

• Access our online form at Compliments, complaints or suggestions – NAB

• Speak to us in person at your local branch

• Write to us at National Australia Bank Head of Customer Resolutions Reply Paid !*&", Melbourne, Victoria, *")"

Alternative access formatsOur Accessibility Action Plan !"#!-!"#$ is available on our NAB website at www.nab.com.au Assistance with the provision of the Plan in alternative formats can be provided by making contact as shown.

Supporting youSharing your feedback


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Glossary of terms

To better understand some of the terminology we have used throughout this Accessibility Action Plan !"#!-!"#$, please refer to our glossary as follows:

ABA Standards Australian Bankers’ Association Industry Standards for Accessibility (!""!).

AND The Australian Network on Disability is a not for profit organisation funded by its members to advance the equitable inclusion of people with disability in all aspects of business.

AHRC

The Australian Human Rights Commission (formerly the Human Rights and Equal Opportunity Commission, HREOC).

DDA Disability Discrimination Act !""# (Cth).

Disability A range of physical and mental ailments and conditions, permanent and temporary, actual and imputed, total or partial, lifelong or acquired, visible or invisible. It could be caused by accident, trauma, genetics or disease.

NAB [National Australia Bank and refers to our Australian Franchise which this Plan affects].

NAB Group[National Australia Bank Group and refers to the entire NAB audience in Australia, NZ and the UK. This Plan affects the Australian Franchise.

WCAG !." GuidelinesWeb Content Accessibility Guidelines !.".

Web Content Accessibility Guidelines (WCAG) are a set of internationally recognised guidelines produced by W'C (World Wide Web Consortium). They’re used by web developers and other interested audiences, and define how to make web content more accessible to people with disabilities. This can include information on a web page or web application ranging from text, images, forms, sounds and more.

The current version of WCAG is !.". It’s comprised of #! guidelines that can be categorised into $ key principles: perceivable, operable, understanding and robust. Each guideline can be tested against success criteria, resulting in a conformance rating of either A, AA, or AAA compliance where A is the minimal level of conformance.

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Our business

Who we areNational Australia Bank is a financial services organisation with over $',""" people, operating more than #*"" stores and business banking centres, and is responsible to more than $*",""" shareholders#. While our core franchise is Australian based, we also have interests in New Zealand, Asia, the United Kingdom and the United States. Each of our brands is built with a common aim: to have fair products and services, fair fees and charges and world-class relationships built on the principles of help, guidance and advice.

This Accessibility Action Plan !"#!-!"#$ specifically impacts the Australian part of our business.

Our goalOur goal is to deliver sustainable and satisfactory returns to our investors. We believe that what is good for our customers is also good for business. So by focusing on the customer, offering fair products and services – and by simply being a better bank for our people and the community – we can achieve great results for all our stakeholders. We are not just looking at the short term – our strategy is about planning for the future.

That’s why we will continue to build on and deliver the strategy we announced in !""% to:

• Focus on our strong Australian franchise and manage international businesses for value

• Maintain balance sheet strength

• Reduce complexity and cost

• Enhance our reputation.

Our responsibilityOur purpose is to do the right thing and help our people and customers realise their potential. This is part of who we are and guides how we do business. Our corporate responsibility (CR) approach is founded on this purpose – It is focused on getting the fundamentals right for our customers, being a good employer and addressing our broader responsibility to society. We believe that when we get it right for our customers and make NAB a great place to work, our investors stand to benefit.

Put simply, our purpose and commitment to CR is good for our business.

# - These results are [As at '" September !"#!] ! - For more information please refer to our About Us section on our NAB website at: http://www.nab.com.au

‘Our purpose is to do the right thing and help our people and customers realise their potential.’


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