How ANZ NZ Is Using Tech to Protect Customers

Scammers are constantly becoming more sophisticated, more convincing, and more relentless. They’re now using AI to try to fool people and steal their savings.

We see firsthand the emotional and financial toll these attacks can take on our customers.

But we are constantly innovating as well, using cutting-edge technology, behavioural insights, and real-time monitoring to help protect New Zealanders from criminals fraudsters.

In recent months, we’ve rolled out a suite of powerful tools that are already making a measurable impact.

Our Behavioural Alerts system, which analyses how users interact with their devices, blocked over $1 million in suspicious payments in just eight weeks.

The way a customer types, moves their computer mouse, and the way they scroll are all unique so if a scammer does somehow get into our customers’ accounts we will know it’s not them making the payment.

It’s a prime example of how smart tech can detect red flags before a transaction is completed, to keep our customers and their money safe.

We’ve also rolled out a number of Cyber Quarantine Tools that have successfully dismantled more than 3,000 fake and scam websites, neutralising threats before they reach our customers.

Confirmation of Payee has reduced mistaken payments by 30 per cent, ensuring money goes to the people and businesses they were meant to.

One of the most effective innovations has been the Dynamic Security Code (DSC)—a temporary, three-digit code for online transactions, that changes every 12 hours,

Customers using DSC have experienced 54 per cent lower fraud rates compared to those relying on static card numbers.

Most recently we have introduced ANZ Payment Check. When customers are making an online payment on a site protected by Visa Secure, instead of being sent a SMS with a verification code we now use our GoMoney app to confirm it’s them making the payment, enhancing our protection using an app scammers can’t replicate. 

All these tools are part of our broader strategy to not just respond to fraud, but to anticipate it.  

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As AI-generated scams become more prevalent, we’re investing in smarter systems that can adapt and evolve. Our 24/7 Customer Protection team monitors global threat intelligence, ensuring we’re always ready to act.

The results speak for themselves. In the first half of the financial year, reported fraud and scam cases dropped by 9 per cent, and customer losses fell by 7 per cent. We prevented around $15 million in fraudulent transactions, and 94 per cent of reported cases resulted in no financial loss to the customer.

But we know we can’t do this alone. That’s why we’re proud to be part of the NZ Anti-Scam Alliance, sharing intelligence on over 1,800 mule accounts and collaborating across industries to fight fraud. Banks, telcos, government agencies, and digital platforms all have a role to play.

We all have a part to play. 

Our message remains clear: don’t share personal information, don’t rush, and always take a moment to check.