Proposed Kiwibank branch changes

We're proposing changes to seven branches across the country as we start to see rapid shifts in customer preferences as more customers choose faster, safer and cheaper ways to bank.

Over the past five years over-the-counter transactions in branches have steadily declined. In some areas we now have half the number of customers visiting our branches as we did five years ago. Following the Covid lockdowns we have also seen visitor numbers to branches drop as customers have embraced alternative methods of banking.

The proposal is to close our branches in the following seven locations.

  • Balclutha
  • Gisborne
  • Matamata
  • Onehunga (Auckland)
  • The Palms (Christchurch)
  • Waihi
  • Waipukurau

We're mindful that this proposal may create uncertainty for some people in our communities. We have let our people in the branches know and we're now contacting local community groups seeking feedback over the next few weeks.

We want to hear how our customers are using the branch, what banking services they value and what support they may need to be able to access alternative banking services.

How to provide feedback

There are several ways you can provide feedback:


Post: Kiwibank Limited, Private Bag 39888, Wellington Mail Centre, Lower Hutt 5045, Attention: Branch changes

Branch: There are feedback forms in each the seven branches listed above, which you can complete and hand back to one of our staff members.

Feedback must be submitted by close of business Friday 12 March 2021. All feedback will be reviewed before a final decision is announced in late March 2021.

Frequently asked questions

Why do you want to close these branches?

Every year more and more people are shifting to online channels, and while we know this doesn’t reflect all customers, it does mean we have to find a way to continue to have a presence in our communities in a financially sustainable way.

When will the changes be effective?

At this stage we’re consulting with impacted branch staff and seeking feedback from community stakeholders about these proposed changes. Cut off for feedback is 12 March 2021. We’ll work through all the feedback, make a final decision and share this at the end of March.

Will there be changes to other branches?

We're always monitoring how our customers access banking services and will continue to adapt as need be. Over the past five years customer preference has overwhelmingly shifted to more convenient ways of banking. We expect this trend to continue.

We acknowledge that for some customers, change is difficult and changes in the location of physical banking services can create inconvenience. We're committed to assisting our customers to become familiar with the different options available to them.

Have you considered the elderly and other vulnerable customers who don’t want or can’t move to digital banking?

We continue to work with our customers to transition them to alternative ways of banking such as ATMs, phone banking, using internet banking and our mobile app.

We’ve partnered with Stepping UP to provide online banking courses at Stepping UP learning locations across the country, as well sponsoring DORA, a wifi enabled, mobile learning centre that visits communities where we know there’s a high proportion of people that need support to transition.

How are you supporting customers to switch to banking alternatives?

We'll continue to support our customers and the wider community to shift to faster, cheaper and safer banking options. We offer one on one support in branches and also partner with Stepping UP to provide online banking courses in locations across the country.