Banking in branch

We have branches located throughout New Zealand to help you with your banking needs. Along with Kiwibank branches, we also partner with retail agencies to provide some banking services in more locations. Alongside what you can do at our various branch types, on this page you'll also find details on how we're operating under the COVID-19 Protection Framework (traffic light settings).

Services available in branch

The services we offer in branch will vary depending on your region's traffic light setting. If you're visiting one of our branches you'll be required to wear a mask and follow social distancing rules.

Branch hours may change, so please use our branch and ATM finder before visiting a branch.

You can use our mobile app and internet banking where possible to bank online. See our support guides for help.

At the red traffic light setting

You'll be able to do quick over-the-counter transactions but appointments are unavailable.

If you'd like to join Kiwibank and open an account, under this setting, we recommend you join online or call us on 0800 113 355. In some cases, we may not be able to verify your identity online or over the phone, and you'll need to visit a branch.

Services available:

  • Deposits/withdrawals for personal and business customers (please use a cash deposit ATM where possible)
  • Verify your identity for opening new accounts (this can also be done online)
  • Set up internet banking
  • Set up/change PIN on EFTPOS, Visa Debit and credit cards.

Other services available

You'll also be able to do the following in branch but we recommend doing these via internet banking or the mobile app if possible.

  • Card maintenance (EFTPOS, Visa Debit and credit cards):
    • Order a new card
    • Stop/replace a card
    • Debit card account link change
  • Transfers funds between your accounts
  • Print transaction history
  • Download bank statements
  • General account maintenance
  • Update your personal details e.g. updating your contact details, tax details or overseas tax details.
At the orange traffic light setting

You can do all your banking in branch as you normally would, you'll just need to wear a mask and follow social distancing guidelines.

Services available:

  • All day-to-day services as listed above in the red traffic light section
  • Home loan appointments
  • Business banking
  • Insurance
  • Wealth management.
At the green traffic light setting

You can do all your banking in branch as you normally would.

Services available:

  • All day-to-day services as listed above in the orange traffic light section.

Selected services available at partner locations

We partner with retailers across the country to provide our services in more locations. We call these Local for Kiwibank. These partner agents are limited to over the counter transactions and simple account and card maintenance. If something you’re after isn't offered at one of these locations, the team there will be able to put you in touch with someone who can help.

Visiting a branch

Check the branch & ATM finder before visiting a branch as hours may change unexpectedly. Some branches may be temporarily closed due to COVID-19.

Please stay home if you or members of your household:

  • are experiencing flu-like symptoms
  • are awaiting a COVID-19 test result
  • are self-isolating.

You don't need to be vaccinated to visit a branch but you'll be required to wear a mask. You should keep one metre apart from others (including staff) and use the hand sanitiser we supply at each counter. Personal hygiene is also important to help keep our customers and our people safe.

Changing the way we work

Kiwi have told us they want better access to faster, more flexible and more responsive banking services, so they can bank wherever, whenever and however they like. We introduced a new adaptive model across all our customer facing teams on 24 January 2022.

What the changes mean

We've made changes to branch opening hours to enable staff to help both those who come into the branch and the increasing number of customers who want help digitally.

During our regular branch hours, you’ll be able to do the usual over the counter services and make appointments with banking specialists during these hours (in fact, you can make appointments with us anytime you like). Outside of these times, you’ll still see our staff in the branch as our team work with customers from all around the country over the phone, in our digital channels or undertaking in-person or virtual specialist appointments.

Common questions

Why have we made these changes?

We know that customers want us to be able to respond more quickly to their calls and enquiries. To better serve their needs we’ve introduced a new adaptive model across all our customer facing teams.

By utilising staff across all our customer touchpoints in branch and contact centres – more of our team are on hand to help customers whether they’re calling our New Zealand based contact centres or seeking help via secure mail through internet banking and our mobile app.

I don't have a smart phone or a computer - how will I do my banking?

You'll still be able to visit a branch to do your banking, it may pay to check the opening hours before you leave home. We can also set you up with phone banking, and organise an ATM card for you to use when our branches aren't open, so that you can withdraw cash from an ATM.

Can someone help me set up internet banking on my computer?

We have digital experts who can help you get set up. We also have step-by-step guides on how to set up internet banking. To register for internet banking, you'll need to give us a call on 0800 113 355.

Regional banking hubs offering basic banking services

Martinborough, Opunake, Stoke and Twizel are local banking hubs that offer basic banking services:

  • Smart ATM: cash withdrawals and cash/coin deposits
  • iPads: to access our website and internet banking
  • Phones: to call our contact centre.

If you're seeking other banking services or financial advice, we'll help you with internet banking or put you in touch with someone at our contact centre who can help.