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This is the online form you will see when you log into your account.

As your online bank, it is important that we have up-to-date customer information so that we can be sure we are communicating with the correct account holders.

Regulations were introduced on 30 June 2013 which changed the criteria for identifying customers. If you opened an account before this time, we may not have sufficient identification on file to meet the requirements of the Anti-Money Laundering and Countering Financing of Terrorism Act 2009.

Over the next few months, we will be emailing customers to log into their account and complete an online form. It will only take a few minutes of your time.

Here is what to expect…

Reviewing and updating your details will only take a few minutes.

Before you log in you will need your Digipass, a current NZ passport, and/or NZ Driver Licence and (if possible) a vehicle plate number that is registered in your name. This information will be used to verify your identity electronically.


step-1

An email notification
will be sent to you.

step-2

Log in to your account
using your Digipass.

step-3

Online form displayed – check and verify your personal details.


Want to check if your online form is ready to be completed? You will need your Digipass.

Frequently Asked Questions

Why are you asking me to update my details & verify my identity?

As part of our obligations under the Anti-Money Laundering and Countering Financing of Terrorism Act we are required to verify the identity of our customers. For this reason, we are taking steps to ensure we have properly identified all new and existing customers.

What do I do if I am having trouble with my Digipass?

If your Digipass displays ‘Fail’
This means an incorrect PIN has been entered. Please press the orange key and your Digipass will ask you for your PIN again, after 5 incorrect attempts the Digipass will lock.

If your Digipass gets locked
If you enter your PIN incorrectly five times the Digipass will display ‘Lock PIN’ and a 7 digit number. To unlock your Digipass please visit rabodirect.co.nz/unlock and enter the required details. An unlock code will then be sent to you via email or text message.

If your Digipass gets misplaced
We can arrange a replacement Digipass for you over the phone. Simply call us on 0800 22 44 33 (or +64 4 8192870 if you are overseas) between 8am – 7pm Monday to Friday. Alternatively, when logged in you can send us a secure message to request a replacement. Please include your postal address (or confirmation that the one we have listed is correct) in the message. To check your address, once logged on go to “My Rabo” then “Address details”.

If your Digipass displays an error message
If your screen displays an error that is not mentioned above, please see the ‘What if I receive a Digipass error message’ FAQ.

What if I receive a Digipass error message?

PIN FAIL 4
You have one more attempt to enter the correct PIN code.

LOCK PIN [—–]
Your Digipass has been blocked. Please contact our Customer Contact Centre.

PIN CONF FAIL
Your PIN code has been entered incorrectly. Try again.

BATT1
The battery is almost empty and you will need a replacement. See below for replacement instructions.

LOCK DISABLE 2
The battery is empty and you will need a replacement. See below for replacement instructions.

-00000000-
This may display if your Digipass is dropped or if you attempt to replace the battery and you will need a replacement.

How to get a replacement Digipass
We can arrange a replacement Digipass for you over the phone. Simply call us on 0800 22 44 33 (or +64 4 8192870 if you are overseas) between 8am – 7pm Monday to Friday. Alternatively, when logged in you can send us a secure message to request a replacement. Please include your postal address (or confirmation that the one we have listed is correct) in the message. To check your address, once logged on go to “My Rabo” then “Address details”.

Are other financial institutions following this approach?

All banks and other financial organisations are legally required to maintain up-to-date customer information, however their processes may differ.

What if I don’t respond to this customer review?

We appreciate you may not be able to complete the review right away so we will send a reminder to you.

If, after this reminder, the review is not complete and you haven’t contacted us, we may need to suspend your account.

How does electronic verification work?

We validate your details by matching your information against data held by a number of New Zealand data sources.

These include:
– the Department of Internal Affairs
– the NZ Transport Agency
– Land Information New Zealand, and
– a credit reporting agency.

But don’t worry, your information is secure and won’t be used for any other purpose. See our Privacy Statement for more details.

Keep in mind, electronic verification isn’t always successful. Sometimes we are not able to match your information against the data sources and may require a certified identity document.

Why was electronic verification not successful?

Electronic verification attempts to match your details against data held by a number of data sources such as the Department of Internal Affairs, Land Information New Zealand and a credit reporting agency.

An unsuccessful result could be because:
• you are not registered in these databases
• your address is outdated
• there was a spelling error
• the driver licence and/or passport has expired, or
• the driver licence and/or passport number was not valid.

What happens if electronic verification is not successful?

When you have completed your online form, your information may not match against the data source. If this happens we will email you and you will need to send us a certified identity document. Click here to download our checklist which shows the identity document options and how to get them certified.

Who can certify identity documents?

Identity documents need to be certified by a trusted referee. This can be one of the following:

• Member of the police
• Justice of the peace
• Registered medical doctor
• Kaumatua
• Registered teacher
• Minister of religion
• Lawyer
• Member of Parliament
• Charted accountant
• Notary public
• NZ Honorary Consul

The trusted referee cannot be:
• a person related to the customer, e.g. their parent, child, brother, sister, aunt, uncle or cousin.
• the spouse or partner of the customer.
• a person who lives at the same address as the customer.

When certifying documents, the trusted referee needs to make sure the document:
• is dated
• states that it is a true copy of the original, and includes their name, occupation and signature.

We are unable to accept documentation that was certified more than 3 months ago.

Who can I talk to about this review?

We have a dedicated team available to answer any questions you may have. You can call us on 0800 722 615 between 8:00am-5:00pm, Monday to Friday, or email service@rabodirect.co.nz.