Check and confirm your details

Why we ask for your details

Having the right member information on file helps us to protect you and keep your account(s) active and secure. Providing this information also helps us to meet our regulatory obligations under the ‘Know Your Customer’ (KYC) requirements, which contributes to a safer financial system.

Even if your details haven’t changed, it's important to check the information we hold for you is correct.

What to do if you’ve been contacted

If you’ve received an email or letter from us asking to confirm your details, please action it as soon as possible. We may also ask you to provide further information about your financial details including your:

employment status
occupation
source of funds, source of wealth and reason for banking with us.

You can do this securely through Internet Banking, by downloading and completing the form on our website, or via phone.

If in doubt, get in touch

If you’re ever concerned about the legitimacy of a request to reconfirm or provide additional information, please contact us.

FAQs

How can I check and confirm my details?

You can do this securely by using one of the following options:

Internet Banking

1. Log into your account – if you’ve forgotten your password you can reset it online.
2. Choose ‘Self Service’.
3. Select ‘Check & confirm your details’.
4. Complete and submit the form.

Online

1. Download and complete the form from our website.
2. Return it to us via email or post.

Via phone

Call us on 1800 800 225 and our team can assist you.

Why do I need to confirm my details?

Confirming your details helps us maintain accurate information, which strengthens our ability to detect and prevent financial crime. It also ensures we meet our obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006, as part of our KYC requirements that support a safer financial system.

What happens if I don’t confirm my personal details?

If you don’t reconfirm your details in time, your account(s) will be frozen.

During this time, you won’t be able to access funds or perform transactions such as transfers or withdrawals. We’ll notify you if your account(s) are frozen.

My account(s) have been frozen, how can I reactivate them?

To reactivate your account(s) you’ll need to contact us. We can help you to check and confirm your personal and financial details to unfreeze your account(s).

How often do I need to confirm my details?

You’ll need to update your details whenever they change.

From time to time, we’ll also ask you to confirm the information we have on file is current and accurate. This forms part of our ongoing obligations and helps us keep your accounts secure.

Which personal details do I need to confirm?

The personal information we’ll ask for includes:

your full legal name, including any middle names
date of birth
current residential and postal address (if different)
country of birth and countries of citizenship
employment status and occupation.

What financial details do I need to provide?

We’ll ask you to provide further information about your:

Source of funds - where the majority of money entering your account(s) comes from (e.g. employment income, business profits, savings)
Source of wealth - how your saving or investments were originally accumulated (e.g. employment income, property sales, investment income)
Reason for banking with us - your main reason for choosing to bank with us (e.g. transactional, savings, borrowing)

How do you protect my privacy?

We have a commitment to ensure your personal information is held securely. To do this, we have security systems in place to protect information from unauthorised access. We also limit access to authorised personnel only.

Where personal information is no longer needed for any of our functions or activities, we ensure that the information is securely destroyed or de-identified.

Learn more about privacy

What are we doing to keep you safe?

Our Security Promise is your guarantee we are working around the clock to protect you, your identity and your money. This includes repaying money lost to fraud so long as you’ve complied with our terms and conditions and haven’t contributed to the loss. Learn more about how we keep you safe.