Compliance. Transformed.

Shifting compliance activities from having high costs on customer experience, finances and culture to building trust, enhancing resilience with technology and supporting competitive advantage.­­

In a world where trust is increasingly important, organisations that build credibility throughout their brand, products and services can improve their corporate resilience and relationships with customers, staff and stakeholders.

PwC is focused on helping organisations thrive in change - not only by helping to manage their compliance requirements but also helping them stay ahead of risk and regulatory changes and navigating the course forward in times of upheaval.

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The New Zealand landscape

PwC's Chloe Gallagher and Lara Hillier discuss how the compliance landscape is changing and the opportunities for New Zealand businesses.

Whether across taxation or trade, energy or environment, cyber or safety, the cost of today’s compliance is often one of an organisation's most significant budget areas.

Insufficient or ineffective compliance can influence an organisation's overall health through:

  • Compliance failures - major incidents significantly impacting an organisation’s reputation or ability to do business 

  • Compliance burdens - manual, inefficient or otherwise less effective processes that negatively affect customer experience, costs and culture 

Often, these issues can arise as a result of compliance being treated as an obligatory cost of doing business, versus an opportunity to instill trust in stakeholders, and improve competitive advantage and smart risk taking.

PwC has identified 5 Attributes of Highly Effective Approaches to Compliance. Informed through extensive experience with regulatory authorities, as well as internal and external stakeholders, PwC knows what success can look like.

It’s compliance, transformed.

The 5 Attributes of Highly Effective Compliance

Compliance can be aligned with strategy, purpose and values, not just laws and regulations

Compliance processes that are closely aligned to overall business goals are generally more effective in building trust. Here are three practical ways this can be done:

  • First, know the why. Making sure that staff understand both the “why” and “what” behind compliance processes has been shown to increase effective engagement and decrease internal breaches. Start by clearly linking compliance to strategic priorities and risk appetite.

  • The how is important. Staff and customers alike may look to see your organisation's values and how the company behaves under success and duress. Maintaining consistent behavior starts with building the values of the organisation into all stages of the compliance process.

  • And the where?... compliance is everywhere. Most organisations manage varied compliance obligations across disparate departments and functions. Confirming each is aligned with overall strategy, purpose and values helps build consistent trust and a great customer and staff experience.

Read how important human factors are when things go wrong.

Compliance processes are designed with the customer in mind to support a differentiated experience

Trust is key to compete effectively and is strengthened through strong, reliable compliance. But how do you make the right choice regarding how to comply? Understanding how these choices affect customers, and their experience engaging with the organisation, can help create a clear path toward driving increased trust and a differentiated customer experience. 

Read more on what great customer experience design entails and hear what PwC's customers say on what drives great experience design.

Compliance processes are enabled by technology and data

Technology-powered compliance helps increase the bottom line by reducing both the cost of compliance processes and the likelihood of expensive compliance failures. High reliability and efficiency in compliance is more difficult to achieve today without having the technology and rich datasets available to drive these outcomes. From next generation governance, risk management and compliance (GRC) systems, to natural language recognition and advanced analytics, organisations are deploying a wide range of technologies to develop more efficient, automated and effective compliance.

Learn more about how PwC is upskilling risk and compliance professionals through our “Essential 8” emerging technologies and how clients are applying technology to reduce compliance burdens.

Discover how organisations are embracing "disruptive" technologies to better engage with customers.

Compliance processes are built using human-centered design principles, to assist people in driving compliance outcomes

Compliance design, like many aspects of business, can often be positively influenced by leveraging a strong understanding of human behaviour. This can be applied to the process itself to reduce the risk of inadvertent non-compliance, as well as to align staff and organisational goals. Additionally, techniques like behavioural economics can help test and fine tune the effectiveness of processes.

Learn more about human centered design and behavioural economics.

Compliance activities are predictive, preventative and proactive, and not just detective

You may have heard the saying: hard earned trust can take years to develop but a single moment to lose. It follows naturally that preventing compliance failures is always more effective than detecting, investigating and correcting them.  

One of the more common ways these failures occur is through organisations falling behind on emerging regulatory developments. While keeping pace with change can be a challenge for complex multinational organisations, leveraging insight and information from regulatory horizon-scanning tools and third-party databases can help you stay ahead.

The availability of data and technology across the organisation is making the prevention, real time detection and correction of compliance breaches increasingly realistic. 

Through process animation tools and advanced analytics, for example, organisations can observe patterns of behavior, pinpoint potential emerging challenges in processes and detect where the organisation is approaching compliance thresholds. 

Together, these tech-enabled processes simplify staff’s compliance experience, and help protect them from possible breaches, leading to increased internal confidence, and a stronger company culture.

Learn more about predictive analytics, and their application in tax functions in PwC’s podcast.

Watch our tax transformation stories

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What will a tax dispute look like in the 'new normal'?

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Are you ready for tomorrow's tax landscape?

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Contact us

David Lamb

David Lamb

Financial Advisory Services Leader, PwC New Zealand

Tel: +64 21 941 466

Leigh Tomei

Leigh Tomei

Partner, PwC New Zealand

Tel: +64 22 301 3652

Andrew Holmes

Andrew Holmes

CEO and Senior Partner, PwC New Zealand

Tel: +64 21 284 7035

Lara Hillier

Lara Hillier

Auckland Managing Partner, PwC New Zealand

Tel: +64 21 240 8640

Chloe Gallagher

Chloe Gallagher

Partner and Chief People Officer, PwC New Zealand

Tel: +64 21 051 6699

Rajul Makan

Rajul Makan

Partner, PwC New Zealand

Tel: +64 27 274 8627

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