As a member owned bank, one of our highest priorities is to help protect our members against the risk of fraud and financial crime.
From time to time we will reach out to you to confirm that the information we hold about you is current and correct.
This helps us comply with laws and regulations and helps us protect your account from being misused by criminals for fraudulent and other criminal activities.
KYC means “Know Your Customer”. Under Australia's anti-money laundering and counter-terrorism financing laws Australian Unity Bank (our, we, us) is required to collect and verify specified information about our customers. The aim of KYC is to ensure the person applying for or using an account or service with us, is who they claim to be. It’s an important part of how we manage the risk of money laundering and other crimes and helps us comply with the laws
AML/CTF Rules require that we verify the following:
Online ID verification (on your mobile device)
A secure link will be provided in a letter, email or SMS from us.
When you click on the link you will be asked to upload your photo ID and a selfie photo to complete verification, alternatively, you may be asked to enter details of your ID in the secure portal.
See details in the FAQ section
Mail a certified* copy of a current valid photo ID to
Australian Unity Bank
GPO Box 1801 MELBOURNE
* See the FAQ’s below for details on how to complete ID verification via mail
If your identity isn’t verified by the date required, and we’re not satisfied with the information we have about you, we may place a restriction on your account, including joint accounts, until identity verification is complete. Accounts with a $0 balance will be closed. See FAQs for further details on restrictions.
It’s wise to be cautious when someone’s asking for your identification. If you're unsure whether the email, SMS or phone call you've received from Australian Unity Bank is genuine and want to confirm the communication is legitimate, you can:
Our communications will come from the following:
If you’ve received an email or SMS you believe is suspicious and the contact details are not listed above or on our website, you should report it to us and then delete it.
For more measures to protect your information, you can visit our security page.
Information about how Australian Unity Bank protects the security of your data, bank accounts and cards, along with steps you can take to protect your finances is available here.
When you click the link you will be asked to send a photo of your ID and a selfie to the secure portal. Alternatively, you may be asked to enter details of your ID directly into the secure portal. We take utmost care in ensuring your personal information is protected by using industry standard security and encryption.
To comply with Australia’s anti-money laundering and counter-terrorism financing laws, we are required to periodically collect and check our customers' identity information, even if you provided it when you first opened an account. This process is known as Know Your Customer (KYC). Such laws are designed to protect our community from criminal activities on customer accounts. There is more information available here.
You’ll need to confirm your full name, other names you are known by (if any), residential address and date of birth, using one of the two photo identification forms below:
The link expires after the link is clicked and the ID verification process is started. Please call 1800 998 805 to have a new link SMS’d to your mobile.
They also need to provide the following:
Australian Unity Bank
GPO Box 1801
Please call 1800 998 805 to be guided through the process.
If your identity isn’t verified by the required date and we’re not satisfied with the information we hold about you, we may place restrictions on your account. If restrictions are placed, we will contact you to inform you.
If your account is restricted, you may not be able to access some products and services you currently have access to. The impact of the restrictions will be communicated to you before being placed on your account(s) These restrictions might include but are not limited to, not being able to take out new products or services, or a transaction value limit.
You’ll need to contact us on 1800 998 805 and complete your KYC verification.
We do our very best to provide you with great service. But we understand that from time to time we may fall short of your expectations. If that’s the case, we want to hear from you.
We’ll address your concerns as quickly as possible. You can read more about how we handle complaints in our Complaints Handling and Dispute Resolution Guide.