Plain Language Awards

Celebrate the stories of our clearest business communicators

Finalist: Best Plain English Document — Private Sector 2015


Document name

Home Loan Agreement

Judges’ comment

The introductory paragraph on page 1 of the Terms and Conditions sets the scene clearly.

The structure of the Loan Summary is particularly clear because the document is short. It has a solid logical order.

Overall, this is a very good set of documents, as the WriteMark approval shows.

We found the description of how ANZ approached this project quite impressive. We were a little disappointed that you used a focus group (which gathers opinions) but no user testing. Testing that users understand key information would reduce risk to ANZ and to consumers. Adding user testing to your process would be a logical next step for a company so dedicated to plain language.

Media statement

ANZ is excited to be a finalist for Best Plain English Document — Private Sector for our ANZ Home Loan Agreement.

ANZ helps more New Zealanders into homes than any other bank.

As New Zealand’s largest home lender, we have a responsibility to help our customers make good decisions and understand the agreements they are signing. A home loan agreement is one of the most significant contracts our customers may sign in their lives. It needs to be clear and easy for customers to understand.

We believe our new ANZ Home Loan Agreement achieves this and shows our strong commitment to plain English and financial literacy.