WHAT WE FOUND OUT FROM SHAYNE ELLIOTT'S GRILLING AT A PARLIAMENTARY HEARING INTO BANKS
* There are hundreds of thousands of people who have been overcharged by ANZ in some capacity - such as being dealt an incorrect fee - and either have been refunded or still need to be. The bank also has a list of customers with issues that are more material and long standing, numbering fewer than 100.
* A handful of ANZ senior executives have been sacked in relation to misconduct in the past year.
* The bank has also reported about 80 individual financial advisors to the regulator for misconduct.
* Complaints have increased "across the board" at ANZ amid the banking royal commission, with Mr Elliott attributing the spike to publicity.
* The CEO personally responds to about one email a day from an aggrieved customer.
* Mr Elliott suggested the profitability of the big four banks has taken a hit, partly due to revelations of banking misconduct.
* The boss did not receive his full potential remuneration last year.
SOME OF THE CHANGES:
* ANZ now has a specialist team of 165 staff in Australia dedicated to remediation, in an effort to improve the speed at which those affected by misconduct are refunded, and the changes made after people experience problems.
* In an effort to improve accountability, at least 15 of ANZ's senior executives now have statements outlining exactly what they are responsible for.
* Mr Elliot says ANZ has more work to do on reforming incentives that influence how its staff are paid.