1. Systemic Issues Jane Pires

2. 2010 AGM proxy summary 2 Suncorp Group at a glance One of the top 25 listed companies in Australia Around 16,000 employees across Australia and New Zealand Group total assets of A$94bn Retail and SME customer focus in Australia and New Zealand End to end ownership of brands and distribution channels The largest general insurer in Australia. Second largest in New Zealand The fifth largest listed bank in Australia. Largest regional bank Clear and simple business model, strategy and operational targets A portfolio of well-known and trusted insurance, banking and wealth management brands that are industry leaders

3. 2010 AGM proxy summary 3 What is a Systemic Issue? Systemic issues – what are they? “a waste of time” “an exercise in futility” “a problem that won’t go away?” “an issue that may affect a large number of customer” “a problem for the compliance team”

4. 2010 AGM proxy summary “No one ever fixes up that problem!” “That is the third business area that has raised this!” “I’m not 100% certain it’s an issue…” “That is the third call I have had today about……” “Why does this systems apply the incorrect fee on these accounts?” Have you heard or said…? 4 4

5. 2010 AGM proxy summary 5 What can assist in identifying a systemic issues Customer ComplaintsStaff Feedback Audit /Compliance Reports External Sources

6. 2010 AGM proxy summary... It only takes one customer to complain!!! The power of one 6 6 But many to fix if a systemic issue is identified

7. 2010 AGM proxy summary What can assist with the investigation… Complaints reports Compliance reports (due diligence systems) Product information Customer documentation and communication System information Identified code breaches Staff feedback reports Staff interviews How to investigate… 7 7

8. 2010 AGM proxy summary 8 Who is involved in the process internally? Systemic Issue Risk & Compliance LegalMarketing HR (Training) Customer Relations Product Department Regulatory Affairs Printers Media Relations

9. 2010 AGM proxy summary Could these companies have had unidentified systemic issues? 9 9

10. 2010 AGM proxy summaryMy learning's 10 Communication – both internally & externally Understand the issue and seek clarity Look for broader impacts Engage FOS early and regularly Some matters can take a long time to finalise. Other issues may be identified during the process Escalate/advise upwards early Report & Register

11. 2010 AGM proxy summaryThank you 11