We have restored access to our internet banking and mobile services. Our contact centre is experiencing high demand and we ask for your patience as our team works through the backlog. We apologise for the inconvenience.
Learn what we do with the information we collect about you.
In this policy:
This policy explains how Kiwibank and its related organisations collect and handle your information. In this policy, each reference to Kiwibank (including terms such as “we”, and “us“) includes our related organisations.
This policy applies to all of your information held by Kiwibank, whether provided by you, or collected from you or another source in accordance with this policy, and whether you’re based in New Zealand or overseas.
By using our products and services, you’re permitting us to collect, store, use and share your information in accordance with this policy. We may also seek your agreement to additional privacy terms in the terms and conditions for our products and services.
This policy may continue to apply to you and your information even after your account is closed, or your relationship with us has come to an end. This policy also applies to any of your information collected during any interaction between you and Kiwibank even if you aren’t a Kiwibank customer.
This policy forms part of Kiwibank’s General Terms and Conditions (PDF 249.0 KB).
Technology is evolving and that may affect how we deal with your information and provide products and services to you. We may need to change this policy from time to time, but the latest version will always be available on our website. We’ll usually give at least 14 days’ notice to customers of any changes to this policy but may not be able to for urgent changes we need to make to protect security or meet law changes. Your continued use of our products and services after the end of the notice period will be treated as your acceptance of the updated terms or policy. Changes will be notified to you using methods described in our General Terms and Conditions.
Kiwibank recognises the importance of protecting your privacy. We comply with the Privacy Act 2020 and any other legal obligations we have relating to protection of information.
We can collect your information for the purposes listed below, when you use our website, apply for an account, product or service, and during our relationship with you. Your information may be collected directly from you, or from others (including third party systems). The purposes for which we collect and use your information are outlined below.
You agree that we can collect and use your information to provide you with banking and related products and services. Some of the things we use your information for in relation to those purposes are:
Kiwibank and our related organisations may also share your information between us to enable us to offer and provide you with products and services that can meet your needs.
From time to time we may need to use your information for another purpose associated with a particular product or service. If so, we’ll take reasonable steps to make you aware of that in accordance with the Privacy Act 2020.
You authorise us to collect information about you from any person who can provide us with information that relates to a purpose listed above and is necessary for that purpose. This may include a credit reporting agency. We may make enquiries about your information in order to check the accuracy of your information. This may include providing relevant parts of your information to agencies engaged by us to verify customer identities or address information or provide cyber security and information services.
We’ll only collect or use your information if you agree to it (by virtue of this policy or any other Kiwibank terms and conditions you agree to), or as permitted or required by law.
If you don’t provide your information as we’ve requested, we may be unable to provide you with banking and related products or services . Please ask us if you’re unsure what parts of your information are important and how this might affect you.
We may use your information for the purposes set out above in this policy. You agree that we can disclose your information to:
Where we receive a request for your information from the police or any government agency, we may confirm whether you’re (or were) a customer of ours, but we’ll not provide
any more of your information except:
We can store your information physically or electronically ourselves, or with third parties that we contract to hold information for us in New Zealand and overseas. We’ll act reasonably to ensure that your information is protected from unauthorised use or disclosure.
We may retain your information as long as we reasonably require it in order to provide you with banking and related products and services, and as required by law.
We’ll do everything reasonable to ensure that your information we hold is accurate. However, this does depend on you telling us about any changes that mean your information we hold may no longer be correct. We may also ask you, from time to time when you deal with us, such as when you obtain further products or services, if your information is up to date. You may ask us for access to your information we hold about you and, if necessary, request corrections to it. We’ll comply with the Privacy Act 2020 when considering and responding to your request. Under the Privacy Act 2020 we may charge you for processing your request.
If you’d like access to your information we hold about you, please contact us. You can call our contact centre on 0800 113 355 or email via secure mail in internet banking or the mobile app. You can also provide feedback via our feedback form.
We may use credit reporting agencies to check your financial status when applying for accounts, products or services, and to monitor your creditworthiness while you owe us money. This means we may give your information to those agencies, and they may give us other information they hold on your financial status. We may also let them know when you have and haven’t met your payment obligations to us.
Credit reporting agencies may use the information we provide to update their credit reporting databases. When other individuals and organisations use the credit reporting agencies’ services, they may also be provided with this updated information.
We may also use other credit reporting agencies’ services in the future. For example, we may use credit reporting agencies’ monitoring services to get updated information about your financial status.
If you’re under 16 years old we’ll consider your vulnerability when we collect and handle your information.
We treat protection of your information seriously. If you have any concerns about our collection or handling of your information, please tell us. You can call our contact centre on 0800 113 3 55, complete our feedback form, or use the secure email function in internet banking or the mobile app. We’ll comply with our obligations under the Privacy Act 2020 and other laws with regards to your concerns. If you’re not happy with the outcome, you can also contact the Banking Ombudsman or Privacy Commissioner.
If you provide us with your email address, we may contact you using electronic communications (e.g. email or via the secure log-in areas). We may also provide you with information about products or services offered by us or any of our related organisations that we think you may be interested in.
You may elect to not receive electronic communications at any time.
This policy is governed and construed in accordance with New Zealand law.