Marketplace

Goal

To provide and promote financial products and services that deliver value to our members in a socially responsible manner.

Approach

• Provide products and services that deliver value to our members
• Provide products to encourage environmentally friendly product choices or promote social causes
• Provide easy access to our services
• Provide and promote products and services in a responsible way
• Provide open and honest communication with members
• Remain financially sound

How we performed

Goal	Progress
Successfully implementing our merger with Austral Credit Union	Complete All former members of Austral Credit Union were integrated into Savings & Loans during November 2008. The merger retained all of Austral’s branches and workplace agencies.
Expanding our presence in Melbourne with the launch of a new branch in the central business district	Complete Savings & Loans opened a branch at 460 Bourke St, Melbourne during November 2008.
Expanding our range of ‘green’ products to include home loans and insurance	Complete Savings & Loans developed a Green Home Loan product and Green Car Insurance during the year.
Returning a member satisfaction rating above 85%	Complete Member satisfaction in 2008/09 was 87%.

2008/09 highlights

• Merging with Austral Credit Union
• Recording a loan write-off rate of 0.082% in a year of increased unemployment
• Expanding the rediATM network
• Reduction in formal complaints through process improvements