Dedicated team
Our dedicated Customer Protection tīma (team) performs a range of services to ensure the security of our online banking services including:
- monitoring online banking and card transactions for any unusual activity
- regularly reporting on cyber security to our regulators and National Cyber Security Centre
- keeping track of fraud trends affecting the banking industry
- helping customers who've been victims of fraud and working with the New Zealand Police to help make sure offenders are caught
- providing advice to customers who have security concerns.
Customer Protection Commitments
We have a range of processes and systems in place to meet our Customer Protection Commitments. Here’s what you can expect from us:
- Clear warnings before some digital payments to help you spot known scams before money leaves your account.
- Confirmation of Payee, helping you check that the person or business you are paying matches the account number.
- Monitor for unusual or high‑risk activity and may delay, decline or block transactions to help keep you safe.
- Provide a 24/7 way to report scams and we'll act quickly to help protect your accounts.
- Collaboration with other New Zealand banks by sharing scam account information to help prevent criminal activity and freeze funds where appropriate
Find out more about our Customer Protection Commitments.
Report a suspicious activity
If you think your identity or accounts may have been compromised, please contact us immediately.
We'll never ask you to disclose your internet banking login details by email or by clicking on a link within an email. If you think you’ve been sent an email that doesn’t look like it’s from us, don't respond or click on any links – please forward it to suspicious.email@kiwibank.co.nz.
See our scams and fraud hub.
More ways we keep you safe online
Internet banking guarantee
Learn more about how you can protect your Kiwibank accounts from internet banking fraud, and the circumstances where we'll provide reimbursement for unauthorised activity on your accounts.
Authentication for extra layers of security
Add multiple safeguards to ensure your banking experience stays safe and secure.
Monitoring & data safety
From monitoring online banking and card activity to reviewing cyber incidents, our Customer Protection tīma works hard to keep your online banking safe.