Great Southern Bank is proud to present our Annual Report
for the financial year ending 30 June 2021.
This report highlights our performance and achievements, and reflects our steadfast commitment to customers. Reporting against our four strategic pillars – Scalable Solutions, Great Member Experiences, Reaching More Members and Adaptable - the report reveals how we are reaching and supporting more customers while keeping our purpose at the heart of everything we do.
A message from our CEO & Chairman
There is no doubt that fiscal year 2021 was a year of significant challenges for our customers, our team members, and the communities in which we live. Against a backdrop of economic uncertainty, the pandemic and natural disasters including floods, we have stood side by side with our customers through both the good and the tough times.
Chapter 1
Scalable Solutions
As we grow in scale and capability, we are continuing to innovate and ensure we are meeting customers’ needs. This builds on the foundations for growth we’ve put in place, including better infrastructure and streamlined processes that improve our customers’ experiences, and a large-scale investment in our IT systems.
Chapter 2
Great Member Experiences
Supporting our customers is at the heart of everything we do. In this year of great challenges and change, our customers are receiving the benefits of our focus on improving their digital experiences and listening to their needs. There has been a good response to our efforts - we maintained strong customer advocacy scores throughout the year while closing the gap to the market leaders.
Chapter 3
Reaching More Members
We made several key improvements to better support our customers this year. Critical to our ongoing success has been our rebranding from CUA to Great Southern Bank, making it possible for us to appeal to more Australians than before. At the same time, we also helped our customers by launching great products and improving customer services.
Chapter 4
An Adaptable Organisation
Sustainability is a key part of who we are as an organisation, and in this last year we made key decisions and investments to ensure we are fulfilling our duties as a responsible bank. This includes achieving Climate Active certification for becoming carbon neutral, and also ensuring our community investment directly addresses the changing needs of our customers and the wider society.
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