The Commonwealth Bank of Australia: Statement to Four Corners

August 18, 2017

We are committed to delivering the best outcomes for our customers, and we
constantly review our home loan products and services to ensure we balance our
obligations as a prudent lender with meeting our customers financial needs.

We also recently participated in the independent review by Stephen Sedgwick and

we will implement the recommendations to ensure remuneration structures are
aligned to appropriate customer outcomes.

Our employees, including lenders and managers, are measured on a balanced

scorecard which includes customer-based and business performance measures.
Staff are expected to meet measures across a range of areas including risk and
compliance, customer experience and advocacy, and business performance,
appropriate to their role and responsibilities. Performance-related incentives are
calculated based on performance against a range of these measures, including the
balanced scorecard.
If staff are performance managed, it will be assessed against a range of areas
including values-led behaviour, risk and compliance, customer feedback as well as
financial factors.