The message, which suggested that all internal calls would now be recorded and stored, led to fears of expanded surveillance and added tension among employees already managing job reductions and policy changes.
The bank later acknowledged that the communication had been unclear. ANZ confirmed that only specific calls, typically those involving customers or subject to strict regulation, would be affected. The broader call monitoring policy remains unchanged.
Currently, Microsoft Teams is the main communication platform used by ANZ staff, as traditional desk phones have been phased out. The email, stating that calls "will now be recorded and stored," caused confusion and alarm among some employees, who mistakenly believed all internal conversations would be monitored. The Finance Sector Union responded by challenging the move and requesting clarification. ANZ has since provided reassurance that its fundamental monitoring policy has not been altered.
The update in question involves how the bank stores recorded calls as part of a transition to a new compliance system. Recording continues to apply mainly to customer service teams and business areas that fall under tight regulatory oversight. Teams in the bank’s market trading division, where transactions involve billions of dollars, are already subject to call recording and will continue to operate under that protocol. Chat messages are also stored as part of standard internal oversight.
The clarification comes at a time of heightened pressure for ANZ’s workforce. Up to 4,500 job cuts are under consideration, alongside the rollout of stricter in-office attendance policies. Internal morale has been affected by speculation and leaks, with some employees using social media to express their dissatisfaction. The union has stressed that trust should be placed in staff and that surveillance should not increase as employees adopt new digital work tools.
Questions remain about how much oversight is appropriate as remote and hybrid work become more common. Companies like ANZ are working to manage standards in compliance, customer service and performance, yet this must be balanced against changing staff expectations around privacy. Advances in technology may support operational control, although they can also contribute to a sense of intrusion among staff. This underlying tension is unlikely to disappear.
