Help & support
To help keep you safe and secure, we’ll reach out from time to time to confirm your personal and/or business details.
Maintaining current identification details helps us play an important role in detecting, deterring and disrupting financial crime. You'll see us refer to this as our ‘Know Your Customer’ (KYC) requirements under the Anti-Money Laundering and Counter Terrorism Financing Act 2006.
We ask this information for two main reasons:
Even if your details haven’t changed, it's important to confirm them by the time we ask you to, otherwise we may need to restrict access to your banking until you do confirm them.
You can confirm your details securely in NetBank or the CommBank app, and it only takes a few minutes. You may also need to provide ID to re-verify your identity, so please have more than one of the following handy:
We’ll use a number of contact methods such as email, post, SMS, NetBank and the CommBank app. All of them ask you to confirm your details securely in NetBank or the CommBank app, which helps protect your personal information. To be safe, always navigate directly to NetBank yourself and log on from the site you know to be legitimate. Find out more about how to check if a message is legitimate.
You’ll need to confirm your full name, other names known by (if any), date of birth, residential address, occupation, source of wealth and citizenship information.
If you have a business banking product with us, you’ll need to confirm your business name and entity details, business address, and industry information.
We need you to update your personal details with us whenever they change. We’ll also need to confirm your personal information from time to time as part of our ongoing regulatory obligations to ensure your details are complete, current and accurate.
Laws and regulations need to change with the times to reflect societal changes and emerging threats. We are required to manage your account/s in line with the Anti-Money Laundering and Counter-Terrorism Financing Act 2006, which sets out that all banks operating within Australia are required to collect, verify and maintain customer identification information. In the same way that we need to comply with regulations when you first open an account, we also need to comply with current law regarding the maintenance of your customer identification information.
We’ll be contacting more than 16 million customers to confirm their details, so it’s possible that other members of your household might be contacted at a different time to you.
If you don’t confirm your personal and/or business details, we may need to restrict access to your digital banking and potentially your account/s until you do. We’ll let you know about this at least 30 days before any restrictions would apply. Please ensure we have updated contact details so we can reach you with this important message.
If your digital banking is restricted, you won’t be able to use NetBank and the CommBank app. This means that you won’t be able to:
As long as there are enough funds to cover the automatic payment/s, then these will still continue as scheduled.
As long as there are enough funds in your account/s, you’ll still be able to use your credit and debit cards and all digital wallet types (Android, Samsung, Fitbit, Garmin and ApplePay) to access funds.
A restricted account means you won’t be able to fully transact on your account/s as normal.
This means you won’t be able to:
Please be aware that any scheduled transactions, direct debits or regular payments may not be processed. Any regular fees and charges may still apply to your account/s. Refer to your product terms and conditions for more information.
You’ll need to confirm your details in NetBank or the CommBank app. Log on to NetBank or the CommBank app, where you’ll see a notification from us to check and confirm your details. Once you’ve confirmed your details, your digital banking access will be unlocked and/or the restriction on your account/s will be lifted immediately.
If you’re having trouble to confirm your details, please contact our dedicated team on 1300 511 856, or from overseas call +61 2 7230 4855 (call charges may apply), or visit a CommBank branch.
Find your nearest branch.
To avoid missing any scheduled transactions, direct debits or regular payments while your account/s is restricted, you’ll need to make other arrangements until we have confirmation of your personal and/or business details and your account/s is reactivated.
If you’ve organised a direct debit or regular payment with a merchant, you’ll need to contact them to arrange another payment option.
We may share your personal information with other members of the Commonwealth Bank Group (as described in the Bank’s Privacy Policy), and with third parties, for the reasons already outlined or where the law otherwise allows or requires. These third parties can include:
Sometimes, we might need to send your information overseas, for example:
Visit our privacy page for our privacy policy, or ask for a copy at any branch. The policy covers:
We may also use the personal information you provide to:
