Reports & Guidelines

Here you will find the latest reports and guidelines helping your organisation respond to critical issues of vulnerability, hardship and inclusion across Australia

Banking Code of Practice - setting the standards of practice for banks, their staff and their representatives - Australian Banking Association , Sept 2018

The Banking Code of Practice (the Code) sets out the standards of practice and service in the Australian banking industry for individual and small business customers, and their guarantors . This version of the Code takes effect from 1 July 2019. (Download Report 4.8MB)

Measuring Australia's Digital Divide - Australian Digital Inclusion Index 2018, Telstra

The Australian Digital Inclusion Index (ADII) 2018, developed by Telstra in partnership with RMIT University, the Centre for Social lmpact (Swinburne University of Technology), and Roy Morgan Research, measures three vital dimensions of digital inclusion: Access, Affordability, and Digital Ability. It shows how these dimensions change over time, according to people’s social and economic circumstances, as well as across geographic locations.This ADII report incorporates data collected up to March 2018. (Download Report 1.8KB)

Social and Economic Inclusion - AGL, 2017

A report by AGL Energy; Social and economic inclusion is fundamental to healthy, productive societies, and for ensuring that all citizens have access to affordable essential services. Government, industry and civil societyall have a role to play in the achievement of inclusive economic growth.  Download Report (PDF 778KB)

Issues Paper - Global Compact Network Australia, 2016

Partnering for Sustainable Development: Challenges and Pathways for building cross-sector Partnerships Download Report (PDF 1.3MB)

Tapping the power of inclusion and diversity in urban water, WSSA

Tapping the power of inclusion and diversity in urban water describes approaches to inclusion and diversity in the water sector as well as highlighting an increasingly comprehensive approach to setting inclusion and diversity strategies, building governance frameworks, dedicated resourcing, and executive oversight to progress goals. The Paper is intended to demonstrate the breadth and depth of initiatives for industry stakeholders as well as encouraging collaboration within the industry through sharing leading practices. Download Report (PDF 1.8KB)


Census Insights: The rise of energy poverty in Australia - KPMG, 2017

KPMG's Census Insights explores the shifting trends in Australia's lifestyle habits by analysing the data provided in the 2016 National Census. In this first report, demographer Bernard Salt and KPMG Partner Cassandra Hogan explore the rise of energy poverty that continues to be driven by the rising cost of energy supply. Download Report (PDF 2.5MB)

Global Goals for Local Communities: Urban water advancing the UN Sustainable Development Goals, WSSA

The UN Sustainable Development Goals are a blueprint for a better future. They represent a compelling agenda for a sustainable and prosperous future for both people and planet. They are also a platform for water utilities, governments, regulators and the community to talk about current and future priorities. WSAA’s Global Goals for Local Communities Paper includes a commitment from the water industry to SDG 6 together with strong support to advance all 17 of the SDGs. Download Report (PDF 3.8MB) & Progress Report: Global goals for local . Download Report (PDF 4.8MG)

Building Customer Trust: A Principles & Practice Guide - CPRC, 2017

Consumer trust is essential to building relationships to combat vulnerability. The Consumer Policy Research Centre has developed a set of principles to increase customer trust. These include treating the customer fairly, setting them up for success and embedding a culture of trust in the business. Download Guide (PDF 2.7MB)

Good Practice Guide - EARG, 2017

The Good Practice Industry Guideline is a set of guiding principles developed by the Economic Abuse Reference Group (EARG) for industry or government bodies that are developing policies and procedures to respond to customers or members of the public who are experiencing financial detriment resulting from family violence. Download Guide (PDF 63KB)

Moving Towards Better Practice: Implementing family violence policies in the Victorian water sector - ESC 2017

In May 2017, the Essential Services Commission announced code changes that will support family violence policies and guidelines that will be rolled out across Victoria, helping us to better support those experiencing family violence. Download Report (PDF 2.4MB)   

Australian SDGs Summit Outcomes - ACFID, ACOSS, GCNA and SDSN Australia/Pacific, 2016

Addressing poverty and inequality in Australia are core to our commitment to the United Nations Sustainable Development Goals, as is the goal to work in partnership to drive change. Download Report (PDF 1MB)

Royal Commission into Family Violence : Summary and recommendations - VIC GOV, 2016

Family violence can cause terrible physical and psychological harm, particularly to women and children. It destroys families and undermines communities. Recognition of the harm family violence causes, and of the need to invest in family violence reforms to assure the future wellbeing and prosperity of all Victorians, resulted in the establishment of this Royal Commission into Family Violence on 22 February 2015.  Download Report (PDF 19MB)

Dig Deeper - NAB, 2016

This Dig Deeper report provides a detailed look into National Australia Banks (NAB) Corporate Responsibility (CR) performance over the past financial year (1 October 2015 – 30 September 2016).  Download Report (PDF 1.9MB)

Water Industry Guidelines for Vulnerable and Hardship Customers - CWW, SEW, WW, YVW, 2014

The Water Industry has produced guidelines that define vulnerability and hardship for the industry, provide guidance for providers on identifying customers in need of assistance, and outline the extent of services currently available to assist vulnerable customer.  Download Guide (PDF 336KB)       

Platforms for Partnership - The Partnering Initiative, 2014

Produced by the Partnering Initiative; This report focuses on in-country multi-stakeholder platforms: ongoing mechanisms that can systemically bring together business, government, the UN, NGOs and communities around issues of both business and societal importance, and catalyse direct innovative partnership action.  Download Report (PDF 4.1MB)

Don't take advantage of disadvantage - ACCC, 2011

Produced by the Australian Competition & Consumer Commission; A compliance guide for business dealing with disadvantaged or vulnerable customers. Download Report (PDF 149 KB)

Partnerships: Why They Matter - UN, 2015

"To succcessfully implement the 2030 agenda for Sustainable Development, we must swiftly move from commitments to action.  To do that, we need strong, inclusive and integrated partnerships at all levels". - Secretary General - Ban Ki-moon.  Download Publication (PDF 342KB)

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