Donor experience CSL recognises plasma donors are the lifeline when it comes to developing the Company’s life-saving, plasma-derived therapies. Enhancing the donation experience for plasma donors, with a focus on supporting their holistic wellbeing and advancing health equity within donor communities, is paramount. Throughout FY2026, CSL strengthened its approach to improving the donor experience, recognising the critical role the donor experience makes in both the decision to donate and the company donors choose. To bring this to life, CSL developed a donor experience framework built around four core components: 1. Know Me Delivering a better experience begins with understanding donors’ expectations. New tools are helping CSL identify where the Company is succeeding and where we have opportunities to improve. These insights create greater visibility across the organisation and inform targeted action plans. Consistently elevating donor care is fundamental to CSL’s ambition to be a best-in-class donation centre. 2. Guide Me CSL is identifying and removing friction points across the donor process. This includes simplifying its referral program, enhancing the donor app experience, and making it seamless for donors to navigate each step of the process, ultimately making it easier for donors to help CSL patients around the world. 3. Connect Me CSL is strengthening the connection between donors and the Company’s mission, linking them more meaningfully to our staff, communities, and the patients who benefit from the plasma donors’ contribution. We also see an opportunity to deepen connections among donors themselves. 4. Value Me In the USA, compensation remains an important factor in the decision to donate plasma. CSL is exploring new ways to create value for donors who choose CSL Plasma, reinforcing our position as one of the world’s leading plasma donation organisations. Progress on CSL’s Donor Experience Commitments Progress Focus area Commitment by FY2030 FY2026 Overall satisfaction (OSAT) score Maintain industry-leading plasma donor overall satisfaction score: greater than 90% 88.3%1* Improving health awareness Ensuring 30% of donors obtain access to health awareness resources –2 1. The OSAT survey was implemented during FY2026; no comparative information is available. 2. Since announcing this commitment, CSL has been exploring various initiatives to help plasma donors obtain access to additional health information to support their ongoing health and wellness goals. CSL has been working on making continued improvements to the existing plasma donor application and aims to have a number of improvements within the application during FY2027. * Limited assurance by Deloitte. 29 CSL Limited Annual Report 2025/26
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