Helping everyone do their banking

COVID-19 has created real challenges for people who have always done their banking in person. Here are some ways we're helping, and for you to help friends and family.

Dedicated number for customers 65 and over: 0800 272 119

Our contact centre is still fielding more calls than usual, so it can sometimes take a while to get through.

But anyone aged 65 and over can call our special priority number, 0800 272 119. One of our New Zealand-based team members will answer fast.

Other callers should use our normal number, 0800 803 804.

How to guides

New to internet banking? We want to make sure you feel confident and secure while banking online. Check out our step-by-step guides to help you get started with banking on your computer, phone or tablet.

Find out more

Visiting branches

In reduced Alert Levels, if you are aged over 65, we have a priority queue hour from 9am - 10am Monday to Friday, to make it easier to do your banking.

If you're planning to head to a branch, be sure to check on the services available and branch opening hours as these are impacted with changes in Alert Levels.

Branch availability

Be careful of fraud and scams

During COVID-19 there are still some criminals that will try to take advantage of people's fears for their own gain. Be careful of emails, phone calls or visitors who claim to be from the government, health organisations or your bank, especially if they ask for your personal details.

As always, keep your wits about you and make sure your family members don't give out their personal details or pay for anything without being 100% sure that the request is legitimate.

We have more security information and resources for you and your family online. You can even test yourself with our quizzes on phone scams  and email scams.

If you'd like to learn about the types of fraud and scams to look out for, discover how to better protect yourself from fraud and scams and learn from real-life case studies about what can go wrong, please download Safe & savvy - a guide to help older people avoid abuse, scams and fraud.

There have been several disturbing scams related to Covid-19:

  • Phone calls from people claiming to be from the government or other institutions asking for personal details or payment for tests
  • Phishing emails pretending to be from your bank, requesting you click on a link to update your contact details or learn more about financial support related to Covid-19
  • Men asking for entry to senior people's homes, claiming to be sent from the government to sterilise their house against COVID-19
  • Phishing emails selling COVID-19 cures or preventative medicines

If you are unsure if it’s a scam, contact that organisation using a phone number or email available on their official website or in the phone book. Don’t use the contact details given in the email received or by that person.