Virgin Money Australia (VMA)
BOQ Specialist (BOQ S)
BOQ Finance (BOQ F)
St Andrews Insurance

Our customers – Bank only 2017 2016 2015
Total customers (‘000) Bank1 – 589
VMA – 259
BOQ S – 31
BOQ F – 90
St Andrews – 173
Bank – 624
VMA – 237
BOQ S – 28
BOQ F – 73
St Andrews – 188
Bank – 662
VMA – 218
BOQ S – 24
BOQ F – 68
St Andrews – 200
Number of customers actively using internet banking 211,100 214,800 214,400
Number of customers actively using mobile banking 153,800 142,500 120,700
Product application submissions received via website (year-on-year change) 15.88% 13.89% -3.36%
Total fans / followers across social media channels 92,000 - -
Number of branches 190 211 234
Number of ATMs 628 BOQ
2,948 Redi
548 BOQ
2,432 Redi
588 BOQ
2,455 Redi
Net Promoter Score2 12 19 24
Customer complaints (year-on-year % change) 3 -10% -6% +7%
Percentage of complaints resolved within 5 days3 89% 72% 62%
Customer complaints referred to external dispute resolution (year-on-year % change)3 -23% -4% -5%
Number of hardship applications approved4 2,765 2,947 2,377

1 – different methodology used to calculate Bank customers each year as we refine approach to more accurately account for active customers
2 – from a sample of customers, proportion of customers that are promoters minus proportion of customers who are detractors – based on XPRT research provided by RFi Research
3 – Group excluding St Andrews
4 – Bank and BOQ Finance

Our people – BOQ Group 2017 2016 2015
Employee numbers 2,374 2,252 2,234
Franchise network employees 855 987 1,120
Percentage of workforce full time 5 77% 76% 75%
Percentage of workforce part time 12% 13% 13%
Percentage of workforce casual 5% 5% 6%
Percentage of women in the workforce 61% 61% 60%
Percentage of women in leadership levels 39% 33% 28%
Percentage of women on Board 30% 33% 33%
Percentage of Aboriginal and Torres Strait Islander people 6 1% - -
Percentage of employees identifying as having a disability 6 3% - -
Percentage of employees over 55 10% 11% 11%
Employee engagement 60%7 61% 67%
Average tenure (years) 4.66 years 4.06 years 3.93 years
Average days absenteeism per employee per year (excludes OMBs) 4.7 days 5.3 days 4.4 days
Voluntary turnover (excludes OMBs, contractors) 16.8% 18.4% 19%
Average training hours per person 63 hours 52 hours 42 hours
WH&S incidents reported within 24 hours and investigated within 48 hours 86% / 90% 85% / 70% 86% / 72%
Whistleblowing reports 8 2 2
Number of workforce signed up to Banking Oath 209 71 -

5 – employees not counted as full-time, part-time or casual are contractors
6 – data captured for first time in 2017
7 – changed methodology to align with best practice measures for engagement

Our communities – Bank only 2017 2016 2015
Total community investment $577,000 $709,000 $608,000
Money raised in support of children’s health $355,000 $356,000 $271,000
Money donated in support of education $130,000 $230,000 $230,000
Money donated in support of the arts $30,000 - -
Money donated through Workplace Giving program $13,000 $13,000 $2,000
Dollar matching $48,000 $50,000 $45,000
Our environment – Group 2017 2016 2015
Electricity consumption (t(C02-e)) 4,891 5,278 5,910
Fuel consumption for work vehicles (kL) 8 124 129 132
Air travel (‘000 kms) 14,008 14,358 11,814
Paper usage (reams) 9 45,946 53,270 56,556
Shred X waste (tonnes)
all diverted from landfill
169 169 212

8 – excludes BOQ Specialist and Virgin Money
9 – excludes BOQ Specialist