Last updated: 10:30am, 22.05.2020

All our branches are open

From Monday 18 May, all our branches are open and have returned to normal trading hours.

Full services are available with a few exceptions. Services like large coin deposits still pose a bit of a risk, so we'll be asking customers to utilise the drop box where possible. Postal and Billpay services will only be available at PostShop Kiwibank locations.

Our Business Banking Centres remain closed. If you have a Business Relationship Manager, you can contact them via phone or email. If you’re new to Kiwibank or don’t have a Business Relationship Manager, you can contact us on our talk to an expert page.

Health and safety measures

The safety and wellbeing of our customers, staff and communities are of utmost importance to us, so we’ll continue to observe distancing requirements and controlled entry to our branches. We ask that if you visit our branch, you keep the recommended two meters apart from each other including staff and use the hand sanitiser that we’ll provide at each counter.

We ask for your patience if there are queues. Physical distancing requirements also means we may not be able to utilise our smaller meeting rooms for customer conversations.

To ensure the safety of our customers and people, we encourage you to continue using our online and digital ways to bank where possible.

Contact tracing

We'll ask you to complete a contact tracing form before we can serve you. This information is being collected to assist in the management of the COVID-19 pandemic. It will be given to the Ministry of Health and/or the District Health Board on request in the event that it's required for contact tracing purposes. We won’t use it for any other purpose and will destroy it after four weeks. It will be kept here at Kiwibank.

You have a right to access and correct any information we hold about you. If you don't wish to provide this information, we may be unable to serve you or allow you onto our premises. You may access your information and request a correction by emailing us at supportservices@kiwibank.co.nz.

Branch re-openings and the new normal Q&A session

Kiwibank's Simon Hofmann (Chief Marketing Officer) & Geoff Waller (General Manager - Retail) answer the questions customers are asking us about branches re-opening and how we play it safe in alert level 2.

Other ways to bank

We have a number of alternative options to branches for your banking:

• Online banking including our mobile app
• Phone banking (see further info below on fee waivers)
• You can deposit cash into your account using one of our cash deposit ATMs
• Cash withdrawals can be made via ATMs and EFTPOS transactions at stores like supermarkets.

Free phone banking

We’ve temporarily waived the fees charged when you call our automated phone banking and/or contact centre. Find out more about these changes.

Operations at our contact centres are under heavy demand and our amazing staff are doing their best at this stressful time so please be patient when speaking with us. If you’ve been financially impacted by COVID-19 and need support, see the range of initiatives we’ve put in place if you’re a personal banking customer or a business banking customer. For all other updates, see our COVID-19 page.