Our customer outcomes—the changes we want in customers’ knowledge, skills or behaviour

Our compliance model helps us understand our customers so we can work proactively and tailor our approach.

With the customer at the centre of the model, we recognise 3 factors that influence customers’ behaviour:

motivation
opportunity
capability.

These factors help us to provide the right support for customers such as providing certainty and making it easy to comply. This helps us achieve our outcomes.

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Customer motivation We define customer motivation as the factors that make people willing to comply and follow through with an action.
Customer opportunity We define customer opportunity as customer ease and satisfaction when interacting with us to meet their obligations or access their entitlements.
Customer capability We define customer capability as the ability of customers to meet their obligations and access their entitlements. It includes customers knowing the rules that apply to them, having access to tools and assistance and understanding what they need to do.