Mr. Denis O'Callaghan:

With regard to what we are seeing in local communities, the Senator's comment is right. It has been a feature. As a bank, we just had to get ourselves in to a position where we recognise we have a role to help rather than adjudicating on poorly prepared submissions or lack of support for customers. We have been reaching out more in terms of beginning to have dialogue with customers. During 2013, we had 103 seminars across our business where we invited customers to our premises in the evening at times that suited them and talked to them about how to prepare a business plan and what the bank looks for to address the mystique around this and to get the message out. There has been a strong perception that banks have not been as open as we believe we are. We have to get out there and prove that to customers. Sanctioning is one thing but reaching out and spending time with customers and helping them to put an application together that will meet the bank's requirements has been important. This is a journey but one we are very much about and we have recognised we are key stakeholders in building that education.