What 'Know Your Customer' means for you
Why is Westpac contacting me?
We’ll contact you if we need more information or to confirm the information we already have, as part of our:
- Regulatory and compliance requirements
- Product terms and conditions, or changes to them
- Ability to maintain your account security and access.
How do I know it’s Westpac contacting me?
How we’ll get in touch
You may receive a letter, email, SMS, phone call (displaying 02 9155 0000) or an online message centre notification asking you to confirm your details.
Who’ll be making contact
Requests for customer identification and verification will come from our 'Know Your Customer', 'Foreign Tax' and 'Customer Verification' teams.
If in doubt, get in contact
If you’re ever concerned about the legitimacy of a request to re-identify or provide additional information, please don’t hesitate to call us.
Call 9am-5pm, Monday-Friday (AEST) or +61 2 9155 7570 (if calling from overseas).
Next steps if we’ve contacted you
Information we may need you to provide
You may be required to provide further information about your:
- Identity
- Foreign tax residency information
- Source of funds, source of wealth, business relationship purpose
- Beneficial owner information (if non-individual entity), industry information relevant to your entity type.
How you’ll need to provide that information
You can re-identify or provide the requested information by:
- Attending your local branch
- Completing the forms sent to you in the mail
- Using the Electronic Verification invitation you may have received in your Online Banking Message Centre (available for eligible customers who have a current email on file).
How often could I be asked?
You’ll need to update your personal details with us whenever they change. We’ll also need to confirm your personal information from time to time as part of our ongoing regulatory obligations to ensure your details are complete, current and accurate.
What happens if I don’t confirm my details?
Account access may be restricted
If you don’t update your personal details or respond to our request, we may restrict access to your banking, including joint accounts or accounts you're a signatory to, until you do so.
Why are the restrictions applied?
The restrictions ensure your account remains secure until we verify your information and reinstate your access. We'll notify you about any restrictions at least 14 days before activation.
What should I do?
Please keep your contact details up-to-date so we can notify you if we require further information.
What else could I be doing to keep safe?
Account and identity security
What you need to know about verifying and updating your details to better protect your account and identity.
Your security wellbeing check
Learn how to safeguard your information with safety measures to give you added protection when banking online.
More to explore
Our handy guides, articles, and resources – all designed to help you keep your identity and accounts safe and secure.
Westpac Protect™ Online Banking Security Guarantee
If your Westpac account is compromised due to Online Banking fraud, we guarantee to repay any missing funds, provided you complied with our Online Banking Terms and Conditions.
Things you should know
Read the Westpac Online Banking Terms and Conditions (PDF 417KB) at westpac.com.au before making a decision and consider whether the product is right for you.
Our Privacy Statement explains how we collect, use and disclose your personal information and credit-related information. Our Privacy Statement also provides information about how you can access and correct your personal information and make a complaint. You can read our Privacy Statement online or by calling us on 132 032.
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