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Understanding "Know Your Customer" or KYC

Want to reduce your risk of falling victim to fraudulent activity? Want to play your part in fighting financial crime? Read on to find out what “Know Your Customer” is all about and how it can benefit you.


The better we know you, the safer you are

“Know Your Customer” or KYC is what we do to identify who you are, and verify those details to ensure they’re accurate. 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. You can learn more by visiting the AUSTRAC website.

We’ll be in touch from time to time

At some point, you’ll be asked to provide us with relevant details and documentation about your identity. This also applies if you own or are a beneficiary of a company, association or trust. This information is used to fully identify you before providing or continuing to provide any services, and helps reduce the risk of fraudulent activity on your account.

You may also be eligible, where appropriate, to complete your identity verification through our eVerify platform. If this is right for you, a personalised link will be sent to your registered mobile, and you won't need to visit a branch. You can read more about eVerify on our website here.

Information about how ANZ protects the security of your data, bank accounts and cards, along with steps you can take to protect your finances is available here.


Here's how you can help

Keep us updated as you journey through life

Moved house? Found the love of your life? Started a business? Your details can change and it’s important to keep these updated. You can do this in a number of ways, including through ANZ Internet Banking, the ANZ App, in branch or over the phone. However, when it comes to identity verification, we will need to contact you by phone to ensure that the details we’ve got on file are correct. Think of it as dotting the i’s and crossing the t’s, confirming everything is OK.

Get onto it today to avoid disappointment

If for some reason your details can’t be verified, usage of your accounts could be restricted and you may not be able to apply for new products. This can include restrictions on withdrawals, purchases on a card or changes to a loan. By getting in touch with us as soon as possible, you may be able to reduce the risk of this happening to you.

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 on 1800 434 181 if you’re a personal customer or 1800 161 270 if you’re a business customer. And for more measures to protect your information, you can visit our security page.

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 business customers

For personal customers

Call 1800 161 270 Call 1800 434 181

Monday to Friday, 9am to 5pm AEST

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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, 104kB) 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.