Accessibility and communications
Branches, ATMs and our website
Our branches are designed, where possible, to be accessible. They all have wheelchair ramps outside, and where possible, enough space inside to turn a wheelchair. If our counters in a branch don't meet accessibility requirements, our people can serve you in an appropriate environment for your needs.
Our branches are audited to make sure they have the right amount of light and space, and that they are kept free of obstacles.
All of our ATMs, except for Brooklyn, are wheelchair accessible. Find your nearest ATM or branch.
Our website has been designed to meet accessibility standards and is compatible with screen readers.
In-branch appointments
You can make appointments to talk to us in a branch by calling 0800 113 355. Our standard appointment slots are for 45 to 60 minutes, but if for any reason you think you might need more time, we can arrange a longer appointment for you. You don't need to say why, just let us know when you call or visit us to book your appointment.
You can also ask to have your branch appointment in a private room and to have a friend, family member or support person to come with you.
If you'd like an iSign interpreter to attend your meeting, we can help you book one, or you can book someone directly through iSign.
Communications and statements
You can choose to have your statements emailed or posted to you. If you'd like a trusted friend or family member to keep an eye on your statements, you can have your statements sent to them. You can change your statement address via our mobile app, internet banking or by giving us a call on 0800 113 355.
If you'd like to get in touch about a banking query, you can call the above number, or you can send us a secure message via internet banking or our mobile app and we'll reply within three business days. See all the ways you can contact us.
Managing your banking
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1Tahi
Talk about your money
Discuss your financial situation with a financial advisor, so you have confidence your affairs are structured in your best interests and you'll be looked after. Also talk to your family or trusted loved ones about how you've set things up, who your advisers are and if you've given anyone else authority over or access to your accounts. That way everyone will know and understand your wishes.
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2Rua
Automate your payments
Setting up automatic payments or direct debits means that your regular payments will be paid on time and for the correct amount. Alternatively, if you have the account details for the person or business you want to pay you can set up Bill Payments through online or phone banking. We can also help you do this in a branch, if you'd prefer.
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3Toru
Keep records
Keeping track of what you spend is a useful way to keep on top of your finances. You could write down everything you spend, keep your receipts, or regularly check your bank statements - different methods will work for different people. Remember, don't write down your PIN, passwords or other security details.
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4Whā
Reduce limits
You can reduce the amount you're able to withdraw each day from an ATM. You can also reduce the spending limit on your credit cards. We can do this for you in a branch or over the phone. You just need to decide what amount would suit you and we'll make the change.
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5Rima
Financial abuse and scams
Familiarise yourself with the signs of financial abuse and ask people you trust to also know what to look out for, so you're not taken advantage of. Also be wary of people asking for your personal or financial information - even if they say they're calling from the police, the bank or some other trusted organisation. We would never ask you for your PIN or full banking password.
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6Ono
Give someone authority over your finances
If you're having trouble managing your money, talk to your family or trusted loved ones about how they could access your finances for you, either by becoming joint signatories to your account or through a power of attorney or authority to operate. Talk to your wider family and get a lawyer involved so you know your best interests will be taken care of.
Ways you can bank from home
Internet banking
You can pay bills, check your balances and transfer money on internet banking. If you're new to internet banking, we've got a range of videos and guides to help you get set up.
Mobile app
Our mobile app allows you to manage your account securely from your smartphone or tablet, so you can check your accounts, transfer money or pay bills when it suits you.
Phone banking
If your accessibility requirements mean that phone banking is the only way you can bank, talk to us and we'll waive phone banking fees. NZ Relay Service is compatible with our phone system.
Need help setting up online banking?
If you’re new to internet and mobile banking and would like support, we can talk you through getting set up. Please send us a request for digital banking support. We’ll then get in touch as soon as we can.
Support agencies
Familiarise yourself with the agencies that can help if you, or a loved one, need support managing your finances. These include: Dementia New Zealand, Age Concern, Alzheimers New Zealand, Mental Health Foundation, Family Court, Law Society, Ministry of Social Development, and the Public Trust.
Contact us
For general enquiries call 0800 113 355 (or +64 4 473 1133 if you're calling from overseas). The contact centre is open:
- Monday to Thursday, 7am to 9pm
- Friday, 7am to 8pm
- Saturday to Sunday (including selected public holidays) 8am to 4.30pm.