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Keep your details up-to-date and your account secure

We’ve identified that your personal details with us are either incomplete, incorrect or out of date. We need you to provide this information to help protect your accounts from financial crimes such as money laundering, fraud and identity theft, and help ANZ comply with its legal obligations. You can learn more by visiting the AUSTRAC website.

By keeping your details up to date you’ll also ensure your account remains active and secure. We do this for all customers, regardless of how long you’ve banked with ANZ.

Request a call back to keep your details up-to-date. Request a call back

Be sure you're speaking to the right person

It’s wise to be cautious when someone’s asking for your details. You should always verify a caller’s identity before handing over any personal or banking information. You can do this by asking for their details and calling them back on the phone number listed on ANZ’s website.

The outbound phone number that we’ll use to contact you on will be 03 9955 3000.

If you’ve been contacted and you’re unsure if it’s ANZ, you can always contact us directly for your peace of mind. 

If you’re a business customer (refer to the communication  we’ve sent for the best number to contact us). And for more measures to  protect your information, you can visit our security page.

Personal Banking

Business Customers

1800 161 270 or +61 3 8569 4059

1800 861 846 or +61 3 9955 3213

Refer to the communication we’ve sent for the best number to contact us

If we have specifically contacted you regarding the KYC Requirements for your Trust

How we’ll get in touch with you

We will communicate with you through one or more of the following channels:

  • Phone
  • Email
  • Letter
  • SMS

You can also proactively contact ANZ by calling the number below and quoting the reference number in the communication you’ve received from us.

For personal customers

Call 1800 434 181 or +61 3 8569 4126

Monday to Friday, 9am to 7pm AEST/AEDT

For business customers 

please refer to the communication we’ve sent for the best number to contact us.

Call 1800 161 270 or +61 3 8569 4059

Call 1800 861 846 or +61 3 9955 3213

Monday to Friday, 9am to 5pm AEST/AEDT

Know Your Customer FAQs

It’s great that you’re alert to who’s contacting you and for what purpose. In this instance, we’re reaching out as we’ve noticed your personal and/or entity (business or organisation) information is either incomplete, incorrect, or out of date and we need you to confirm or update them.

This process is called “Know Your Customer” or “KYC”. We work hard to fight financial crime, and you can help by ensuring we hold your current and correct information. Even if none of your details have changed, we’re still required to confirm this information with you on an ongoing basis.

“Know Your Customer” or KYC is what we do to identify who you are, and either confirm or verify those details to ensure they’re accurate. KYC isn’t just for new customers, it’s for all customers, regardless of tenure. By having the right customer information, we can help protect you and reduce the risk of fraud and financial crime. It’s an important part of the way we manage money laundering and other risks and helps us comply with relevant anti-money laundering and counter-terrorism financing laws. 

This all depends on whether you’re an individual or a business. For example, the personal information we’ll ask for includes:  

  • Your full name, including any middle names and any other names you’re known by 
  • Date of birth
  • Citizenship
  • Residential address
  • Occupation

This information helps us ensure that we “know our customers” and is a key part of the way in which ANZ fights financial crime and complies with our obligations. The better we know you, the more chance we have of stopping financial crime and protecting you and the things you’ve worked so hard for. If you’d like to speak with someone for more support, you can contact our Ongoing Customer Due Diligence team on 1800 434 181 (Intl: +61 3 8569 4126) if you’re a personal customer or 1800 161 270 (Intl: +61 3 8569 4059) / 1800 861 846 (Intl: +61 3 9955 3213) if you’re a business customer (refer to the communication we’ve sent for the best number to contact us).

Where documents are required to be collected, we do so to help prevent identity theft, money laundering, financial fraud and other forms of financial crimes. Document collection means that we can be satisfied that an individual and/or entity (business or organisation) exists and is who they claim to be. This is one of our lines of defence against financial crime, which has a significant impact on the Australian community.

If your details can’t be confirmed and/or verified, usage of your accounts could be restricted and you may not be able to apply for new products. This can include, for example, restrictions on withdrawals or purchases on a card. This is a step that we use only if we’ve not been able to contact you or get the information we need. 

The following are some of the restrictions that could be applied to your account/s if you don’t provide updated details to ANZ:

  • Credit or debit card transactions not being processed, resulting in your card being declined.
  • Rejection of any credit transactions made in to deposit, transaction or savings accounts.
  • Restrictions to your ability to withdraw funds from deposit, transaction or savings accounts, or access to any redraw funds available through your lending product
  • Pension payments, Medicare or Centrelink related payments being rejected.
  • If we still do not receive your updated details, even after restrictions are applied, then in due course, we may close the account(s) you have with us.

The Know Your Customer obligations, including ongoing customer due diligence, are set out in the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 and Anti-Money Laundering and Counter-Terrorism Financing Rules Instrument 2007 (No. 1).

Information on how we manage and protect your personal information is available at our Privacy Centre. You can also obtain a copy of our privacy policy from that page, or ask for a copy at any branch.

Need more help?

Request a call back

To keep your details up-to-date when you prefer. You can request a call back.

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Any information provided is general in nature and does not take into account your personal needs, financial circumstances or objectives and you should consider whether it is appropriate for you. ANZ recommends you read the applicable Terms and Conditions booklets and the ANZ Financial Services Guide (PDF) before deciding whether to acquire, or continue to hold, a particular product, which are available on or by calling 13 13 14 before deciding whether to acquire, or continue to hold the product.