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Making things right – customer remediation

When things don’t go as they should, we’re focused on making things right. If you've been affected by an error we've made (such as incorrect fees or interest charges) we may need to get in touch.

We'll contact you if you've been affected

If you’ve been impacted, we’re sorry this happened. ANZ is working hard to ensure that we prevent errors like these from happening.

In some cases, we’ll send you a letter and our team may also reach out to you through email, text message, or the ANZ goMoney mobile app.

Protect yourself against scams and fraud

We’re careful with our communications to you. We’ll never send you a link to log in to ANZ Internet Banking or goMoney, or ask for your banking PINs, passwords, two-factor authentication codes, or full credit card details. We’ll also never request transferring money to a ‘safe’ account or remote access to your devices. 

Learn more about the layers of fraud protection you can use to help protect your money.

If you’re uncertain about the authenticity of a customer remediation message, or have any concerns about a communication from us, call us on 0800 108 818 (from overseas: +64 4 471 0319) Monday to Friday, 9am - 5pm.

If we need to make a payment

Eligible ANZ accounts

If you have an open ANZ account that we can pay to, we’ll make a payment to that account.

This payment will show in ANZ Internet Banking, goMoney, or on your account statement as ‘YOUR ANZ REFUND…’.

Other accounts

If we need to make a payment to you and you don’t have an eligible ANZ account, or no longer bank with us, we’ll need you to provide us with an account to pay to. 

We’ll write to you

We’ll send you a letter (to the address we currently hold for you) which will contain a unique code asking you to visit our website to claim your payment.

If we have a mobile number for you, we may also send a text reminder.

Complete our claim payment form

You will need your unique code, the payment amount (provided in the letter we’ve sent you), and the bank account details of where we can make the payment to. If you can’t find your letter, call us on 0800 108 818 (from overseas: +64 4 471 0319) Monday to Friday, 9am - 5pm.

Claim your payment

We’ll make the payment

We’ll make the payment within five business days to the bank account you’ve provided us. Over public holiday periods, payments may take slightly longer to appear in your account.

Keep safe online

Always access your online banking through ANZ’s goMoney mobile app or ANZ Internet Banking on our website (www.anz.co.nz), never from links in text messages or emails.

Tips to stay safe online
Protect yourself against scams and fraud

How remediation payments are calculated

We’ll work out the amount you’ve been overcharged or underpaid as the result of the error. We may also calculate:

  • Any additional fees charged as a result of the error
  • Any additional interest charged as a result of the error
  • An extra compensation amount in recognition of any inconvenience that you might have experienced.

Call our Customer Remediation team 

For payment claims support

Monday to Friday, 9am - 5pm

From overseas: +64 4 471 0319

0800 108 818

For general queries

Monday to Friday, 9am - 5pm

From overseas: +64 4 471 1213

0800 269 782