skip to log on skip to main content
VoiceOver users please use the tab key when navigating expanded menus
Find ANZ Support Centre
Find ANZ Support Centre

Privacy policy

Privacy Policy summary

In this digital day and age, it's important to understand how your information is securely managed. Our Privacy Policy details the kind of information we collect, why we need it and how it is used.

Collecting your personal information

Most of the information we collect is provided by you directly – like your name, email, date of birth and phone number. However, there will be times when we need to request information about you from a third party, like a credit report from a credit reporting body. This helps us make an informed decision about your application.

Collecting sensitive information

On rare occasions, we may need to collect information of a more sensitive nature. We will only collect your sensitive information if we need it for one of our functions or activities – and we have your consent, or we’re required or authorised by law. 

Your information helps us provide you with a product or service

We use your information so we can provide and support you with your product or service. But we also use it for other reasons. Like helping with the administration of your account, and for operational and legal purposes. Or, to tell you about other products or services you might be interested in.

At times, we need to share your information with third parties. For example, we often use other organisations to help provide you with your product. When this happens, we may need to share your information with them.

Managing your personal information

We take protecting your information very seriously. That’s why we have security measures in place to help manage and safeguard your information. If at any time, you want to access or correct your personal information, or if you have any concerns, you'll find our contact details below.

To find out more, please read our Privacy Policy and watch our short video.

Privacy Policy

You can download the policy as a PDF, or you can read it below.

Your privacy is important to us. 

This Privacy Policy explains how Australia and New Zealand Banking Group Limited (ABN 11 005 357 522) (the ANZ Group) and each of its related Australian entities (ANZ), collects and handles your personal information under the Privacy Act 1988 (Cth).

It applies when you:

  • use our products or services
  • visit our website or digital channels
  • contact or interact with us

It also explains how to:

  • access your information
  • ask us to correct it
  • make a complaint

This policy does not override any rights you have under the law.

The types of information we collect, and how we collect it, depend on the products and services you use and how you interact with us.

To operate our business and provide our products and services, we need to collect your personal information, and on occasion, the law may require us to collect it.

Information we collect includes:

  • personal information about individuals
  • other information, such as business details for companies

Types of personal information we collect

The types of personal information we may collect include:

 
Types of personal information we collect Examples

Personal and contact information

This may include: 

  • your name, address, email address, phone number and date of birth 
  • contact details for your representatives, associates, advisors or other personnel, such as their work address, work phone number, work email, company and job title 

Information about your personal circumstances

This may include:

  • marital status, gender, number of dependents, nationality and personal relationships (including family or domestic violence)
  • major life events (such as a divorce or death)
  • occupation, employment or study details
  • financial or behavioural information (including gambling)
  • impacts of emergencies or natural disasters

We may ask for more details if you need extra support, for example, if you are experiencing financial difficulty. 

Identity information and government related identifiers

This may include:

  • tax file or tax identification number, driver’s licence or passport details
  • residency details or identity information

Financial information

This may include information about:

  • your financial position, including details of your income, employment, expenses, spending habits, assets and debts
  • your accounts, transactions and payments

Credit information

This may include information:

  • about your credit history with other credit providers from a credit reporting body when you apply for credit with ANZ
  • in connection with your use of a credit related product or service

How you use our products

This may include:

  • transactions you make on your account
  • how you use our website, apps and digital channels (such as internet banking or the ANZ App)

Images, audio and recordings

This may include:

  • photographs and video images (including from camera surveillance such as CCTV) used to support the safety and security of our customers, staff and premises
  • audio recordings of our calls with you

Sensitive Information

We may sometimes need to collect sensitive information. This may include:

  • your racial or ethnic background, political opinions or affiliations, religious or philosophical beliefs
  • membership of a trade or professional association or trade union
  • sexual orientation or practices
  • criminal records
  • health or genetic information
  • some aspects of biometric information (such as your fingerprint, voice or facial image) and behavioural biometric information (such as how you interact with our applications and digital channels), which may be used to verify your identity, help protect against fraud and for security

Information required by law

The law sometimes requires us to collect your information (including personal information), for example, under:

  • the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 – to verify your identity when you open an account or take out a loan
  • state and territory conveyancing laws – to verify your identity when registering a mortgage
  • Australian tax legislation and government information sharing agreements with other countries – to confirm your tax residency status 

Digital information and cookies

We may collect information about you from cookies, pixels and similar technology (including third party tracking and social media) when you visit our website, apps or digital channels.

This may include information about:

  • your location (including IP address or geolocation) 
  • the browsers, networks or devices you use (including device type, operating system, language settings)
  • how you use them, including pages you view and content you access
  • security information (such as how you log in or verify it’s you when you access your account)
  • how you interact with our content on third party websites and platforms

Publicly available information

Sometimes we collect information about you from public sources, such as:

  • public registers (for example, from land registrations or the Australian Securities and Investments Commission)
  • websites or social media, such as Facebook and YouTube

Employment-related information

If you apply for a job with ANZ, we may collect:

  • your resume, qualifications and employment history
  • other information needed to assess your application 

We may collect information about you from you directly, through your dealings with us, indirectly from third parties or from other sources.

 
How we collect personal information Examples

Directly from you

 When you apply for or use our products and services or interact with us

Your devices and digital activity

 From your browser, device and related technologies, such as cookies and pixels, when you use our services

ANZ Group

 From ANZ Group companies and related entities that support you or our products, services and operations

People and organisations connected to you or your accounts

 From joint account holders, authorised representatives, advisers, guarantors, employers or others authorised by you

People and organisations we work with

 From third parties who help us provide our products, services and support our operations, including service providers, business partners and marketing partners

Financial institutions and payment networks

 From parties that help process, manage or investigate your transactions and payments or share information between organisations about those activities

Credit reporting bodies

 From organisations that share credit information or credit-related information with us

Public sources

 From publicly available records and sources

Third-party digital platforms

 From platforms and technology providers connected with your use of our website, social media, products and services, including when you use our chat, messaging or digital channels

Other people and organisations

 From other third parties we deal with, including in connection with transactions, fraud detection and prevention (such as industry fraud and scam monitoring initiatives), complaints, legal processes, where permitted by law or with your consent

We may use your information for the reasons below and for other purposes you agree to:

 
How we use information Examples

To provide and manage products and services

This may include:

  • assessing and processing applications, including credit assessment, where applicable
  • setting up, providing and managing products or services
  • communicating with you or your representatives and responding to your questions or requests
  • to support you, including where you are experiencing financial difficulty

To understand you and improve our products and services

This may include:

  • understanding how our products and services are used
  • generating insights, market research and target markets
  • tailoring and improving products, services and customer experience
  • combining information we hold with information from other sources and working with trusted partners, where permitted

To operate our business

This may include:

  • account management, payments and transactions
  • risk management, system monitoring and testing
  • corporate governance, auditing and staff training
  • credit scoring and debt collection
  • market and customer satisfaction research
  • managing complaints and legal claims and proceedings

For security, fraud and crime prevention

To help keep you, and us, safe. This may include:

  • verifying your identity and, where relevant, your financial position
  • detecting, preventing and investigating fraud, scams or other unlawful activity
  • monitoring systems and maintaining security controls
  • working with third parties including industry fraud and scam monitoring initiatives

For credit reporting and credit eligibility

 To assess your eligibility for credit and for credit reporting. See ‘Credit reporting’ below for more information.

Direct marketing

To tell you about products, services, offers, or events that we believe may interest you. We may also enable our business partners to let you know about their products and services. ANZ may market to you by mail, phone, email, SMS or through other electronic means, such as targeted advertising on ANZ and other websites. We may also disclose your information, including pixels, to service providers and other third parties, like digital platforms, so that they can advertise our products and services to you on our behalf.

If you do not want to receive direct marketing, you can unsubscribe or opt out by:

  • updating your preferences on ANZ Internet Banking or the ANZ App or calling 13 13 14
  • ANZ Plus customers can update their settings in the ANZ Plus App

If we send you direct marketing by email or SMS, we will always include an ‘unsubscribe’ link you can use to opt out of this type of marketing.

If you unsubscribe from direct marketing, you may still receive service and account related communications from us.

Analytics and artificial intelligence (AI)

We use analytics and AI to support our operations, improve your experience and to help protect you and ANZ from harm. This may involve developing and training AI models.

This may involve using your personal information to: 

  • communicate with you through chat or digital channels
  • support customer service, including assisting with enquiries or complaints, preparing summaries and carrying out your instructions
  • assist in the detection and prevention of fraud, scams and other suspicious activity
  • verify your identity and complete necessary checks
  • support lending and legal obligations 
  • understand how you use our products and services and provide us with relevant insights and information
  • improve and personalise our products and services and the quality of our systems and processes

De-identified insights

We may use information that has been de-identified to support how we operate our business, understand patterns and trends and generate insights. This information does not identify any individual or organisation.

This may include:

  • analysing transaction information to identify spend patterns
  • identifying broader trends to support our business operations and improve our products and services
  • providing de‑identified or aggregated insights to businesses and government, for example, to help them understand broader trends

To comply with legal, compliance and regulatory obligations

We use your information where required or authorised by law. This may include:

  • verifying your identity and authority to act
  • conducting customer due diligence and establishing your tax status
  • responding to requests from regulators, law enforcement and government authorities

Corporate activities

We may use your information to explore, support and progress corporate transactions, business changes, or changes to the provision of our products or services or the composition of the ANZ Group.

This may include:

  • acquiring companies, businesses or assets
  • selling, transferring or disposing of companies, businesses, divisions or assets
  • mergers, de-mergers or any other corporate restructures
  • closing or winding down a business, product or service
  • joint ventures, partnerships or other strategic arrangements 

Recruitment and employment

We may use your information to assess job applications within ANZ.

For further information please refer to the Applicant and Candidate Privacy Statement

Other purposes you agree to

 We may use your information for other purposes we tell you about or that you agree to.

We share information with third parties, including organisations we work with, government agencies or your representatives. They may be in Australia or overseas and use analytical tools and AI. Sharing will enable us to do what we have described in the section called ‘Using your personal information’.

We may also share de‑identified and aggregated information with third parties where the information does not identify you. Where we share de‑identified or aggregated information, we do not permit it to be re‑identified without your consent.

 
Who we share your information with Examples

People and organisations connected to you, your accounts, products or services

This may include:

  • joint account holders, co‑borrowers and guarantors
  • your agents, advisers or representatives (for example, lawyers or financial advisers)
  • your referees, employer or someone who introduces you to us
  • your parents or guardians if you are under 18

ANZ Group

Other members of the ANZ Group so they can:

  • provide and manage products or services
  • carry out their functions and activities
  • perform administrative or operational tasks
  • promote products and services
  • meet legal, regulatory and compliance requirements

People and organisations we work with

This may include:

  • organisations we partner with or jointly offer products or services with
  • service providers who help us run our business or deliver services including cloud hosting and data centre providers
  • analytics, advertising, social media and technology providers
  • other banks, financial institutions, payment providers and merchants
  • insurers, mortgage insurers and reinsurers

Fraud, security and verification organisations

Organisations that help us or others:

  • verify your information
  • with your consent, verify your identity with a document issuer or official record holder, using our accredited service providers
  • identify, prevent or investigate fraud, scams or unlawful activity
  • protect our customers, business or systems
  • train analytical tools and AI to identify, prevent or investigate fraud, scams or suspicious activity

Regulators and government bodies

 Regulatory bodies or authorities, government agencies, law enforcement, courts or where required or permitted by law

Other authorised or permitted parties

 Other parties where you have agreed, or where we are required or permitted to do so by law

Sometimes we need to share your information overseas.

ANZ overseas operations and other offshore locations

Some ANZ Group members are located overseas and are contracted to support our technology, operational and customer service teams.

These entities are located in the following countries:

  • Fiji
  • India
  • New Zealand
  • The Philippines
  • United States

Sometimes we may also need to share your information with third parties (such as with service providers who help us provide our products and services) who are in locations outside Australia, including:

  • Canada
  • Some member states of the European Union (EU)
  • India
  • Israel
  • New Zealand
  • The Philippines
  • Singapore
  • Taiwan
  • United Kingdom
  • United States
  • Vietnam

Learn more at: Sharing your personal information overseas.

Transactions and customer instructions

We may also disclose your information offshore on your instructions, or where you are party to a transaction that requires us to do so (such as completing an international money transfer or currency exchange). The countries where we disclose your information will depend on the details of the activity you ask us to carry out.

ANZ participates in credit reporting and is required to share certain credit information with credit reporting bodies. It also means that if you apply for credit from ANZ, we may request credit reporting information about you from a credit reporting body. This information includes information about your credit history with other providers, which helps us assess your application for credit.

What’s a credit reporting body?

Companies that hold credit information about individuals and provide it to credit providers in certain circumstances, including where:

  • a customer applies for credit (e.g. a home loan or credit card)
  • a credit provider is trying to help a customer avoid default

Sharing your information with credit reporting bodies

When we request a credit report, or when we are required to share ongoing information about the credit you hold with ANZ, we need to give the credit reporting body:

  • information about you (such as your name and address and other personal information we hold about you) to make sure we receive the correct credit report
  • information about your application – such as the type and amount of credit you’re applying for

We also need to give the credit reporting body information we’ve collected through your use of your ANZ product, such as:

  • the type of credit you hold
  • the amount of credit you received
  • the terms and conditions
  • when your account is opened and closed
  • how you repay your credit

Also, we need to report information to a credit reporting body when you:

  • miss repayments on your credit
  • default on your obligations
  • commit a serious infringement (such as fraudulent behaviour or deliberately seeking to evade your repayment obligations)
  • enter into an arrangement with us to help you manage financial hardship

But we also let them know when you:

  • make repayments on time
  • comply with any financial hardship arrangement
  • correct a default

The information we disclose to a credit reporting body is called ‘credit information’.

When you receive credit from ANZ, we must share this information with credit reporting bodies regularly for inclusion in your credit report.

Collecting information from a credit reporting body

When we collect information about you from a credit reporting body, it helps us assess an application for credit you have made with us. We consider information collected from the credit reporting body, including:

  • details of other credit products you hold
  • how you have managed repayments on existing credit products
  • whether you have been in default in the past
  • any serious credit infringements
  • whether you have entered a financial hardship arrangement

This information from credit reporting bodies is called ‘credit eligibility information.’

We may also use information such as risk ratings, credit scores, other analytics and insights, which we derive from the information we receive about you, to help us assess your lending capacity.

How we use and disclose your credit information and credit eligibility information

Credit providers can only use and disclose this information for limited purposes.

Generally, ANZ will collect, use (and sometimes disclose) credit information and credit eligibility information to:

  • assess your application for credit
  • help you avoid defaulting on your credit arrangement with us
  • assess your suitability to act as a guarantor
  • perform certain internal management activities related to the provision or management of credit by ANZ
  • assist with the collection of overdue payments
  • fulfill our legal, regulatory and compliance obligations (including mandatory requirements to report certain types of credit information to credit reporting bodies)

Who are the credit reporting bodies?

Equifax

Call: 13 83 32 
Mail: Equifax Australia Information Services and Solutions Pty Limited, PO Box 964,
North Sydney, NSW 2059
Email: customerserviceAU@equifax.com
Web: www.mycreditfile.com.au

Experian

Call: 13 23 33 / 1300 783 684 
Mail: Experian Data Registries Pty Ltd, PO Box 7405, St Kilda Road,
Melbourne VIC 3004
Email: creditreport@au.experian.com
Web: www.experian.com.au/consumer/order-credit-report

Managing your credit information

You can access your credit information, seek a correction and make a complaint about how we manage this information, as explained in the ‘You can access and correct your personal information’ and ‘Contact us if you have any questions about privacy’ sections below.

If we disclose information we’ve collected through the credit reporting bodies to our operation hubs overseas, this will be managed as outlined in this ‘Credit reporting’ section.

You can also contact credit reporting bodies directly for more information about how they manage your personal information and request a copy of their Privacy Policy.

Fraud

If you think you’ve been, or are likely to be, a victim of fraud, please contact us directly.

You have the right to request credit reporting bodies not to use or disclose credit reports held about you. To do this, contact the credit reporting body directly. After making a request, the credit reporting body won’t share your credit report information for 21 days. (Please note you can request an extension to this period.)

Third parties we may share your credit eligibility information with

We will only share and receive your credit eligibility information in certain circumstances, such as:

  • to our related entities
  • debt collection agents
  • other credit providers in certain situations (for example, to assess credit or investigate suspected fraud)
  • external dispute resolution schemes (or to other parties as directed by an external dispute resolution scheme)
  • mortgage insurers
  • your guarantors
  • enforcement bodies in certain limited circumstances
  • other persons we are required or authorised by law to disclose the information to

We have measures in place to protect your personal information held by us from:

  • misuse and loss
  • unauthorised access
  • unauthorised modification
  • unauthorised disclosure

We safeguard your personal information by:

  • implementing physical security, such as locks and security systems over our paper and electronic data stores and premises
  • maintaining computer and network security, including firewalls, identification codes and passwords to control access
  • maintaining and monitoring our online security systems – around the clock, all year round by our security operations team

We keep your personal information only for as long as necessary to provide products and services, meet legal and regulatory obligations, resolve disputes and manage our business. We may also retain your information where required or permitted by law. When it is no longer needed, we take reasonable steps to securely destroy it or de‑identify it. 

Accessing your personal information

If you want to access your personal information, contact our Contact Centre on 13 13 14. The team can usually deal with such a request within 14 to 30 days. If you have a Relationship Manager or primary ANZ contact, please feel free to contact them.

For ANZ Plus, contact a Coach via the ANZ Plus app or, if you don’t have access to the ANZ Plus app, call 13 42 69.

If for any reason we can’t provide you with access, we’ll tell you why and attempt to find other ways to help you get access to this personal information.

For further information relating to Consumer Data Right (CDR), sometimes referred to as Open Banking, please refer to our CDR Policy at Consumer Data Right Policy | ANZ.

Requesting correction of your information

If you believe your personal information is inaccurate, incomplete or out-of-date, call 13 13 14 or if you have a Relationship Manager or primary ANZ contact, please feel free to contact them.

For ANZ Plus, contact a Coach via the ANZ Plus app or, if you don’t have access to the ANZ Plus app, call 13 42 69. If you’d like us to correct information we’ve received or disclosed through the credit reporting system, we’ll consult with the relevant organisations directly.

If we don’t agree that your information needs to be corrected, we’ll tell you why – and what you can do if you’re unsatisfied with our response.

If you believe your privacy has been affected, or we have not met our obligations under the Privacy Act or a code of conduct, you can make a complaint using the online complaints form or the contact options listed below. We will do our best to help resolve any issue you may have.

For us to assist you, we may need to verify your identity and obtain details of your complaint from you.

In writing

  • Use our online complaints form at www.anz.com.au/complaint or
  • Write to the ANZ Complaint Resolution Team: Locked Bag 4050, South Melbourne VIC 3205

By Phone

In person

  • visit your nearest ANZ branch
  • if you have a Relationship Manager or primary ANZ contact, please feel free to contact them

For ANZ Plus

Here's how we respond to complaints

We’ll do our utmost to:

  • work with you to resolve your complaint
  • we will aim to resolve your complaint within 30 days (or 21 days for complaints regarding financial hardship or debt collection). If we can’t meet these timeframes, we will explain why and provide an expected date for the outcome of your complaint. We will keep you informed of progress
  • investigate your complaint. Where necessary, we’ll consult with other credit providers or credit reporting bodies about your complaint
  • make a decision about your complaint. We’ll write to you to explain our decision

If you are not satisfied with our response, you can have your complaint reviewed free of charge by the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme.

If your complaint is covered by AFCA's rules, AFCA provides a free and independent dispute resolution service for individual and small business customers who are unable to resolve their complaints directly with ANZ.

You can contact AFCA on:

Phone: +61 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA. Please act promptly and consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

You may also raise any concerns directly with the Office of the Australian Information Commissioner (OAIC).

OAIC acts as an impartial third party when investigating and resolving a complaint in relation to the handling of your personal information.

You can contact the OAIC on:

Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Website: www.oaic.gov.au
Mail: Office of the Australian Information Commissioner
GPO Box 5218, Sydney NSW 2001

In addition to ANZ, the following offshore related entities that conduct operational, technology and customer service functions on behalf of Australian-based ANZ businesses, including:

  • ANZ Support Services India Private Limited (India)
  • ANZ Operations and Technology Private Limited (India)
  • ANZ Global Services and Operations (Manila), Inc. (The Philippines)
  • ANZ Pacific Operations Limited (Fiji) 

Suncorp Bank and Shout For Good are part of the ANZ Group and have their own privacy policies, available on their websites. Please refer to the respective privacy policies for more information about how these entities collect and handle personal information. 

This Privacy Policy is available on our website and we will provide a copy on request free of charge. We review and update this Privacy Policy from time to time to ensure it is up to date.

ANZ security hub

See how privacy and security can work together to protect your virtual valuables.

Visit security hub

Top