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Making ASB accessible to everyone

We strive to make our products and services accessible to all our customers, people and communities.

Accessible banking for our customers

We want everyone to be able to access their banking in a way that meets their needs, our aim is to provide inclusive, flexible and accessible products and services.

To do this we work with the New Zealand Bankers' Association and accessibility partners. We're committed to the banking industry guidelines to help meet the needs of older and disabled customers. 

We continue to use knowledge and insights to improve our products and services and your banking experience.

Accessible features of our products and services

Branches

We want everyone to be able to access our branches easily and with dignity.

  • Our branch design guidelines allow for accessible pathways and clear and prominent access.
  • Entrance signage has braille to communicate opening hours and days.
  • Our offices and meeting areas are designed with customer comfort and privacy in mind, ask our staff to assist you if you require any additional support in branch.

ATMs

Our ATMs can help you do a lot of your banking, even if you have some visual impairment.

  • All ASB ATMs have a standard headphone jack, so you can plug in your own headphones for spoken instructions for most transactions.
  • Almost all our ATMs are wheelchair accessible.
  • Our ATM locator lets you know which services are available at each ATM.
  • New stand alone ASB ATM lobbies have power assisted doors.

Cards

Our EFTPOS, Visa Debit, and credit cards now have both braille and a 'notch' to help identify the card and the correct orientations when using EFTPOS machines or ATMs. 

We have moved all information to the back of the card. We are flat printing the information so it is legible, and will not wear off.

Our debit and credit cards now also have a yellow core so they are easier to identify in your wallet amongst other cards.

Digital banking

We strive to make our online banking as easy, safe, and accessible as possible, following WCAG 2.1 AA guidelines.

  • Our online services work with screen readers.
  • Our Mobile banking app lets you log in using your finger print or facial recognition (if supported by your device). It also uses the text size you've set.
  • You can use your Apple or Android Watch to view your account balances and more.
  • Use the "Feedback" option online or in the Mobile banking app if you need help.

Our language support services

We know our customers have a diverse range of communication needs. Our goal is to make sure that people can bank with confidence and understand the support and services we provide.

English as a second language

If you prefer to communicate in another language, we can help. Ask our friendly frontline team about using a translator.

Deaf or hard of hearing

If you are deaf or hard of hearing we partner with ISign to fund free sign-language interpreters and we welcome the use of NZ Relay service.

You can sign up for the NZ Relay service by clicking the button below.

NZ Relay Service

If you need to see us in branch our team can help arrange an interpreter for you, or you can contact iSign directly by using the iSign button.

iSign

Easy English documents

We've translated a number of our fact sheets and key information into Easy English to provide a different way to communicate important information.

Find our guides here

Translated key information sheets

We've translated some of our key information sheets into additional languages.

Find our translated key information sheets here

We're here to help

Call our friendly New Zealand team

Our contact centre can help you with simple requests like checking balances and transferring funds between your accounts. Please note fees may apply. 

Call us on 0800 803 804. Mon - Fri from 8:00am to 8:00pm, or 8:30am to 5:00pm on weekends and public holidays. If you're overseas, call +64 9 306 3000.

Or see here for more ways to get it touch.

Contact us

Our 65 priority line

If you're 65 or over, you can call us on our priority number, 0800 272 119. One of our friendly staff will be able to help you. 

Mon - Fri   8:00am - 8:00pm

Sat, Sun & public holidays  8:30am - 5:00pm