Making history
Annual report 2020
NRMA annual report 2020 1
Contents
2 About this report
3 About us
4 Our culture and values
5 Making history
6 Responding to COVID-19,
ushfires and floods
8 100 years and onwards
10 A message from our Chai
11 A message from
our Group CEO
12 The year that was
13 Giving back
49 Board of Directors
50 Role of the Board
53 Our Board’s focus areas
54 Our Committees’ focus areas
56 Our Board’s profiles
59 Board meetings
60 Remuneration
62 Executive Leadership Team
64 Directors’ report
65 Auditor's declaration
15 History in the making
16 How we create value
18 Our business value drivers
20 Our strategic priorities
68 Consolidated statement
of profit or loss and
comprehensive income
69 Consolidated statement
of financial position
70 Consolidated statement
of changes in equity
71 Consolidated statement
of cash flows for the yea
72 Contents
73 About this financial report
116 Directors’ declaration
117 Independent auditor’s report
23 People and culture
26 Members and customers
28 Operations and assets
36 Reputation
40 Environment
and sustainability
42 Financial capital
45 Our approach to
isk management
Introduction
Section 4 Section 5
Section 1 Section 2
Section 3
Governance
and remuneration
Risk management Financial report
Business value drivers
and performance
An overview of the NRMA.
Highlights and insights from
our Chair and Group CEO on
the year and future outlook.
Creating valueWho we are
How our business value drivers
ealise our business strategy
and performance.
How we create value, our strategy,
strategic priorities and business
value drivers.
An overview of how we identify,
manage and mitigate risks within
our business.
The composition and role of the
Board and Committees, their key focus
areas, and approach to remuneration.
A summary of our financial
performance and cash flow.
The Directors’ declaration and
independent auditor’s report.
The flying car designed by
Brisbane artist, Stephen Mok
appeared as a large installation at our
Bright Futures tour. Encompassing
the old and the new, its purpose
was to show our Members and
the community that we'll be there
alongside them, wherever the future
of motoring takes us. From horse
and cart to the automobile, electric
vehicles and beyond.
Bright Futures event images courtesy of Good Thanks Media
2020 annual report of National Roads and Motorists’ Association Limited ABN XXXXXXXXXXNational Roads and Motorists’ Association Limited (NRMA) is a public company
limited by guarantee, incorporated and domiciled in Australia. The registered office and principal place of business is Level 13, 151 Clarence St, Sydney NSW 2000, Australia.
WHALE WATCHING
SYDNEY
NRMA annual report 2020NRMA annual report XXXXXXXXXX
About this report
The NRMA is Australia's largest member-owned organisation, with over
2.6 million Members across NSW and the ACT. Our common purpose has
always been to keep people moving. Over time, our focus has evolved to
encompass the journey and destination through tourism and leisure.
This report has been prepared with
eference to the International Integrated
Reporting Council's (IIRC) framework.
It identifies material issues in our
operating environment and among
our key stakeholders that influence
the value we create for our Members
and customers. The decisions and
activities of our leadership team are
underpinned by these issues and
how they impact our business value
drivers. This year, we've incorporated
an additional business value driver,
environment and sustainability which
will enable the NRMA to better
communicate our performance on the
development of sustainable business
practices. These value drivers underpin
how we create value and are outlined
in further detail throughout this report.
Financial capital
The funds and assets
available to the NRMA.
Operations and assets
Our operations and physical
assets including buildings,
vehicles, vessels and
equipment we use to deliver
great products and services.
Environment and sustainability
Our focus on preserving our
natural environment and developing
sustainable business practices.
Members and customers
Our commitment to putting
our Members and customers
first, our trusted
and and
specialist knowledge.
Reputation
Our independent voice, focus
on education, partnerships,
networks and the communities
we reach, and the natural
environment in which we operate.
People and culture
Our great people,
culture and diversity.
Business value drivers
United Nations Sustainable
Development Goals
We support the United Nations’ Sustainable
Development Goals (SDGs), which are a set
of global principles that address world issues
including climate change, poverty and inequality.
The NRMA seeks to embed the SDGs across
our business activities to ensure the sustainability
of our organisation and the communities we
support. We’ve identified six key SDGs as they
elate to our strategy, operations and value we
deliver to our Members. This report seeks to
highlight how the SDGs have been applied
across our organisation and their relevance to
our activities. Our Global Reporting Initiative
(GRI) Content Index and sustainability disclosures
can be found at mynrma.com.au/sustainability
Goal 11: Make cities and human
settlements inclusive, safe,
esilient and sustainable.
Goal 10: Reduce inequality
and promote social and
economic inclusion.
Goal 13: Take urgent action
to combat climate change
and its impacts.
Goal 3: Ensure healthy lives
and promote wellbeing for
all at all ages.
Goal 5: Achieve gender
equality and empower all
women and girls.
Goal 8: Promote inclusive and
sustainable economic growth
and employment.
The SDG's we contribute to
About us
Our activities and
the services we offe
Investments
Transport and tourism
Motoring and Membership
The NRMA delivers benefits to more than 2.6 million Members
through roadside assistance, NRMA Blue, advocacy, driver training,
our electric vehicle fast charging network, the Open Road magazine
and community and education programs.
NRMA Parks and Resorts increased the number of
accommodation and associated services we provide
nationally to 50 owned or managed parks across Australia.
Marine delivers passenger transit and leisure services
under the
ands My Fast Fe
y, Fantasea Cruising,
Whale Watching Sydney and Yellow Water Taxis.
We provide vehicle rental services across more than
190 locations in Australia, New Zealand and Fiji under
the Thrifty and Dollar
ands.
We invest in accommodation infrastructure, including
the historic Hotel Ku
ajong in Canbe
a, Travelodge
and Elanor which invests in regional hotels.
Over the past 100 years, we've kept you moving and safe along your journey.
And we'll continue to find new ways to do just that as we look to the future.
As one of Australia's largest tourism,
leisure and travel businesses, we
lead the way in mobility services and
oadside assistance, while providing
opportunities for Members to
connect through leisure experiences.
And as our businesses continue
to grow and change, our shared
passion for helping and inspiring
people through tourism and travel
is the thread that will always tie
us together.
We put our people, Members
and customers at the centre of
everything we do, to deliver great
experiences – which has always
een what sets us apart – now
and into the future.
NRMA annual report 20204 5NRMA annual report 2020
For 100 years now, the NRMA has been
instrumental in shaping the way Australia
moves. As the country’s largest Member
organisation, we’re committed to serving
our Members and their communities. We
exist to connect people with each other,
with places, with experiences, with our land,
and most importantly to keep everyone
safe along the way.
We've always been there to help, and
in times of crisis and hardship, we've
stepped up a gear to provide even more
assistance. We now find ourselves in
such a time. With a prolonged drought,
devastating bushfires that burnt over 18
million hectares across the country, and
the emergence of the COVID-19 pandemic
impacting employment – the effects of
these crises will be long lasting.
We felt the impact in almost every part
of our businesses, from Country Service
Centres and holiday parks in fire-stricken
towns to a reduction in our marine services
during the lockdown. However, true to our
DNA, we’re changing the way we work
so that we can help keep our community
moving forward in every way possible.
Our centenary has given us the opportunity
to reflect on our journey. Though, with the
new challenges that face us all, this has not
only been for the purpose of cele
ation,
ut also to draw inspiration for the actions
we’re taking now and those we’re planning
for the future. In everything we do, we aim
to give back, always adding more value to
Membership and allowing our past to inform
the
ight future we’re building – so that
together, we can continue to make history.
Our culture and values
How our culture Playbook creates value
Our culture and code of conduct
During the year the Board focused on the culture of the NRMA through
monitoring culture survey results. The Board also approved the revised code
of conduct for employees and was updated by the Group CEO on its roll-out.
We walk in
your shoes
We know your
time is precious
We always think
one step ahead
We will keep you
safe along the way
We will ca
y you
when you need help
What we do
- Listen to Members and
customers through
egular engagement
and surveys.
- 'Close the loop’ program
to inform Members of
the solution identified
to fix their problem.
- 'Walk in your shoes’
program encouraging
cross functional
experience and
information sharing
among operating
usinesses.
- Cross functional teams
to trouble shoot and
solve Member and
customer pain points.
- 'Moments that Matter’
program to identify
solutions, resources
and opportunities to
educe response times
and delays.
- Provide staff with the
authority to execute
changes identified
as making a material
difference to their
customers.
- Engage thought leaders
and partners to inform
usiness thinking on
emerging trends and
ideas in mobility, leisure
and tourism.
- Execute an investment