Confirm your details
We may ask you to check or update your personal details to keep your account up to date.
Keeping your account safe - what you need to know
Watch this video to find out more about why we ask our customers to keep their personal details up to date and how to do so safely.
Why it’s important
We need to confirm your details as part of our ‘Know Your Customer’ (KYC) requirements under our Anti-Money Laundering and Counter Terrorism Financing (AML/CTF) program as required by legislation. This is an important step to help strengthen the security and integrity of your account.
Even if your details haven't changed, it's important that you confirm your details to ensure we have your most recent information on file. If you've got a joint account or an additional card holder, they’ll also need to confirm their details. We’ll reach out from time to time and request you update your contact details to help keep you and your money safer.
What happens if I don’t update my details?
If you don’t update your details, there may be restrictions placed on your account(s).
If you need help updating your details or removing restrictions, call 1300 360 766 within Australia or +61 2 9155 7522 from overseas (charges may apply), 8am-7pm Sydney time, Monday to Friday.
What you need to do
Step 1
Before selecting a method in Step 2 to complete your verification, please refer to the “What to do” section in the communication you received either via email, SMS or post.
The below guides contain full instructions and additional steps on how to update your details.
Please select the guide relevant to you:
Your guide to completing your profile (PDF 433KB)
Your guide to completing your employment and personal details (PDF 230KB)
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Step 2
Update your details via either:
Westpac App or Online Banking (fastest and easiest)
Open Westpac Online Banking or the Westpac App, sign into your account and follow the steps below:
Verify your ID
- Type "Verify ID" in the search bar
- Select “Verify your ID”
- Review and Update your ID details
Verify Employment and Contact Details
- Type “Update contact details” in the search bar
- Select “Update contact details” in app or “Personal and contact details” in Online Banking via Mobile or Desktop
- Review and update your information
You may need to enter a security code sent by SMS to your registered mobile number. If you’re using an Australian number overseas, international roaming must be enabled. For help, call 1300 360 766 within Australia or +61 2 9155 7522 from overseas (charges may apply), 8am-7pm Sydney time, Monday to Friday.
Branch
You can go to your nearest Westpac, St. George, Bank of Melbourne or BankSA branch, where a team member can help you update your details. To check what documents you’ll need, refer to the relevant guide in Step 1, that contains full instructions and additional steps on how to update your details.
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Email/Post
Complete the form you received or refer to the guides in Step 1 and complete the form. Send the completed form and certified copies of your ID (do not send original documents) from your registered email address to kycidsecurewbc@westpac.com.au (must be sent from your registered email address).
Alternatively, within Australia you can post to: ID Secure team, Reply Paid 91348, Sydney NSW 2001.
If overseas, post to: ID Secure team, GPO Box 1806, Sydney NSW 2001, Australia.
Privacy Statement
Our Privacy Statement explains how we collect, use and disclose your personal information and credit-related information. Our Privacy Statement also provides information about how you can access and correct your personal information and make a complaint. You can read our Privacy Statement online or by calling us on 132 032.
Frequently asked questions
We’re required to confirm your details as part of our ‘Know Your Customer’ (KYC) requirements under our Anti-Money Laundering and Counter Terrorism Financing (AML/CTF) program as required by legislation. This is an important step to help strengthen the security and integrity of your account.
Confirming your information also helps us make sure we’re speaking with the right customer. For example, we may ask for your date of birth to verify your identity. We’ll only ask for personal information when you’re speaking directly with Westpac staff, or when you’ve signed in securely through westpac.com.au or the Westpac App. We will never ask you to click onto a direct login page link in an email or SMS.
Even if you’re an existing customer, some details may not have been collected when you first opened your account. For this reason, we may contact you from time to time to confirm or update your information, even if nothing has changed.
Yes, all Australian banks must meet Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) requirements and have their own processes in place to identify their customers.
Much of the information we hold about you will be stored electronically in secure data centres located in Australia. We also store information in other Westpac Group secure data centres or the data centres of our contracted service providers (including cloud storage providers), and some of these data centres may be located outside Australia.
We use a range of physical, electronic and other security measures to protect the security, confidentiality and integrity of the personal information we hold both in Australia and overseas.
For more information, please see our Privacy Statement.
Westpac takes the protection of its customer information and confidential information very seriously. We have rigorous security measures in place that protect the privacy and confidentiality of our customers, including industry best practice security and fraud detection techniques. We also constantly monitor the environment for emerging cyber threats, security issues and potential vulnerabilities across the Westpac Group.
We understand you need time to provide your details and we will provide this. However, if you do not provide the required details within the requested timeframe, we may restrict your account until you confirm that your details are still correct and complete.
If you need assistance to complete this request or your account has been restricted, the team may be able to help remove the restriction. Call 1300 360 766 within Australia or +61 2 9155 7522 from overseas (charges may apply), 8am-7pm Sydney time, Monday to Friday.
We’re required to collect the following information from all customers. You may be asked to confirm, update, or provide any missing details. If visiting a branch please bring ONE Primary Photographic Identification Document or ONE Primary Non-Photographic Identification Document and ONE Secondary Identification Document, with at least one form of identification containing date of birth details. For all forms of valid identification see the guide on the ID Secure webpage in the What you need to do section.
Identification document examples:
- Australian Passport (current or expired within the last 2 years)
- Foreign Passport (must be current and linked to a valid Australian visa) which contains either a signature OR a unique identifier of the person)
- Australian driver licence/learner’s permit or foreign driver licence (with photo and full name)
- Australian birth certificate
The information we collect includes:
- Name
- Date of Birth
- Address
- Phone
- ID Doc 1 (eg. Valid Aust driver licence)
- ID Doc 2 (eg. Valid Passport, Birth certificate, Medicare)
- Employment type (eg. full time, part time)
- Occupation category (eg. Finance, Mining)
- Occupation (eg. Sales, Nursing)
- Sources of income (eg. Salary, pension)
- Source of wealth (eg. Long term savings, Inheritance, rental property)
- Purpose of business relationship (eg. Savings, everyday transaction account)
- Tax residency country (eg. US citizen)
- Foreign tax number (applicable if you are taxed by foreign country)
Yes, your Power of Attorney can complete this on your behalf by either visiting a branch with original documents or certified versions of the documents; or if you have been provided a form they can complete the form on your behalf, including certified versions of the documents and mail it to address noted on the form.
Please ensure you have registered your Power of Attorney with Westpac before your Power of Attorney attends the branch to act on your behalf. For full instructions on how to register your Power of Attorney with Westpac please visit our Appointing a Power of Attorney page.
We must understand the funds that our customers have with us and the source of their wealth.
Source of Funds refers to how and where the customer obtained the funds for a specific transaction. For example, this could be your salary/wages or pension.
Source of Wealth refers to where the customer’s wealth and assets came from – not just what is involved in a transaction of business relationship. For example, this could be an inheritance, employment income or investment earnings.
The account holder/s who are required to update their details will receive communications from us advising the steps they must take. If any party fails to complete the process within the timeframe specified, all account holders will be restricted from accessing any joint accounts.
In most cases we have the information and we’re asking you to confirm the details we have are correct and current.
In other cases, certain details we need may not have been requested or collected at the time you opened your account, so we will need to collect this information from you.
We will never ask you to reply to an email to confirm or update your details. We will never send an email or SMS with a link that directly goes to our sign in page or to pages that ask you to enter personal or financial information. The instructions from us will always require you to sign in to your Online Banking or the Westpac App or visit your nearest branch. This assists to ensure your details remain safe.
If you're concerned, unsure or just want help, you can also visit your nearest branch or call us on 1300 360 766 within Australia or +61 2 9155 7522 from overseas (charges may apply), 8am-7pm Sydney time, Monday to Friday. To learn more about how to spot a scam, search "Security" on the Westpac website.
You can complete the request online or via the Westpac App.
For help on how to download the App visit: westpac.com.au/mobilebanking
For help on how to register for Online Banking visit: westpac.com.au/register
If you're overseas, you may need to enter a security code sent by SMS to your registered mobile number. If you’re using an Australian number overseas, international roaming must be enabled. For help, call 1300 360 766 within Australia or +61 2 9155 7522 from overseas (charges may apply), 8am-7pm Sydney time, Monday to Friday.
You can also complete the request by sending the completed form and certified copies of your ID (do not send original documents) from your registered email address to kycidsecurewbc@westpac.com.au.
Alternatively, within Australia you can post to: ID Secure team, Reply Paid 91348, Sydney NSW 2001
If overseas, post to: ID Secure team, GPO Box 1806, Sydney NSW 2001, Australia
If you need help, call 1300 360 766 within Australia or +61 2 9155 7522 from overseas (charges may apply), 8am-7pm Sydney time, Monday to Friday.
Identity theft is when someone gets enough of your personal information to steal your identity for personal or financial gain. Lost personal information also leaves you more susceptible to future scams or fraud, as stolen personal information is often sold illegally. By providing your details, it will be easier for us to contact you if we notice unusual activities on your accounts.
For more information on how to stay safe, check out the information and tools available to you.
Use your Digital Card
Find the digital version of your card* in the Westpac App. With a dynamic CVC security code that changes every 24 hours, it reduces the risk of fraudulent activity, if your details are compromised.
Get alerts from the App
Get helpful, real-time reminders like deposit, withdrawal, credit card repayment and security notifications when there are changes to your accounts.
Take the Security Wellbeing Check
Level up the security for your Online Banking via the App. We’ll let you know what you can do to protect yourself and your accounts.