Estimated response times

We know this is a stressful time for many of you. If you’ve filled out one of our support forms asking us to get in touch, please be assured we’re working hard to get back to you as soon as we can.

Last updated: 4.00pm, 20.05.2020

Estimated wait times

We’ve put together an estimate of how long it’s likely to take to get back to you after you’ve submitted a form, depending on what kind of support you’re after. Our hardworking team will get back to you as soon as they can.

PERSONAL BANKING COVID-19 SUPPORT

Kiwibank COVID-19 Relief and Resilience programme including home loan customers.

Note: We’re trying to get to the most time-sensitive situations first, so will try to prioritise customers who have imminent home loan payments. Please don’t call our contact centre, as they're still dealing with an overwhelming volume of calls at the moment, and will ask you to fill out the below form anyway.

The best and fastest way to get on the wait list for contact is by filling out this form. If you've already filled out a form, please don't submit another one.

Within 3 days

Business Banking COVID-19 support

Kiwibank COVID-19 Relief and Resilience programme

To get on the wait list for this programme, please fill in this form.

2 days

Government's Business Finance Guarantee Scheme loan

To get on the wait list for this scheme, please fill in this form.

10 days

Please note: The longer wait time is because we're still working with the Government on this loan scheme.

General contact centre requests

Secure mail via internet banking

5 days

Contact centre via 0800 113 355

Opening hours are:

  • Mon - Thu: 7am - 9pm
  • Fri: 7am - 8pm
  • Sat - Sun (including selected public holidays*): 8am - 4:30pm

Currently, the best time to call is weekday evenings from 5pm.