Protecting our members

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:

• Current Australian driver’s licence issued under a law of a State or Territory that contains a photograph of the person in whose name the document is issued or
• Passport (current or expired less than two years) issued by the Commonwealth; by a foreign government, the United Nations or an agency of the United Nations

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.

1. You’ll need to confirm your full name, other names known by (if any), residential address and date of birth using either an original or certified copy of documents that provide evidence of the details to be confirmed and verified. These documents are listed on page 2 of our Approved Certifiers List. Please note we will not return your documents, so please use certified copies where you wish to retain the original.


2. Find an acceptable document certifier: A list of persons who may certify documents are listed on page 1 of our Approved Certifiers List. The acceptable certifier is to be an independent and impartial witness or certifier of documents. Conflict of interest should be avoided, whether it is an ‘actual’ conflict or ‘perceived’. Examples include and not limited to family members (e.g., immediate members, relative, de-facto), associated parties (e.g., Director of one company certifying another Director from the same company).


3. For a certified document to be accepted, the document certifier must sight the original document (page 2) and complete pages 3 and 4 of our Approved Certifiers List

   They also need to provide the following:

   1. Date the document is verified
   2. Sign the copy document
   3. Provide Name, Certifier Classification and Registration/badge number (If applicable). For example; John Smith, Accountant, ###
   4. Provide a work or residential address
   5. Provide a contact number (this may be the certifier’s work or residential landline or mobile number).


4. Once this is complete send the certified documents to
   

   Australian Unity Bank
   GPO Box 1801
   MELBOURNE
   VIC 3001

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 may share your personal information with other members of the Australian Unity Group and with third parties as described in our Privacy Policy, for the reasons outlined in our Privacy Policy and further described in the terms and conditions of the ID verification link, or where the law otherwise allows or requires.

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.

• Phone us on 1300 790 740 we’re here Monday to Friday – 8.30am to 5.30pm AEST
• Write to us: Australian Unity Bank Limited - Reply Paid 1801, Melbourne VIC 3001
• Email us at: bankingsupport@australianunity.com.au

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.