Help if you need extra care or support

Life doesn't always go to plan. Challenges such as relationship breakdowns, health, accessibility or mobility issues, job loss, or bereavement could hit any of us at any time. If you need support to manage and protect your banking or finances, we have a number of ways we can help.

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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    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.

  2. 2

    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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    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.

  4. 4

    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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    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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    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.

Need help setting up online banking?

Couple at the table with iPad

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: