Fair Conduct Programme

Our Fair Conduct Programme is made up of policies, processes, systems and controls which are in place to achieve the outcomes that we’re committed to.

Key outcomes

Below are some of the key outcomes from our Fair Conduct Programme Summary.

  • Fair & good outcomes

    Our Code of Conduct, the Kiwibank Code, sets out our expectation of ethical, transparent and accountable behaviour, encouraging team members to speak up.

  • Suitable products & services for you

    Our tīma (team) is trained to understand your needs and provide the right products and services. We're committed to providing clear information, high service standards, and support for customers in financial difficulty or needing special care.

  • Products & services to meet your needs

    Our product governance framework reflects our commitment to providing products and services that meet our customers' needs and offer fair value.

  • Easy access to our products & services

    We provide multiple ways of getting in contact with us such as sending us a secure mail through the mobile app or internet banking, visiting a Kiwibank branch or giving us a call.

  • Governance & managing risks

    Our commitment to good customer outcomes is supported by a risk and governance framework designed to identify and address risks, issues and incidents.

How to make a complaint or give us feedback

If you have any complaints, feedback or compliments, we'd love to hear from you.

Download a copy of our Fair Conduct Programme Summary.