My SecureMail messages

SecureMail is an email service that enables you to send account information and enquiries or comments to us securely and confidentially. Your message will automatically include your ANZ Internet Banking CRN.

  • When you receive a SecureMail message a note displays to the right of the "View accounts" landing page indicating that you have new messages.

Help me

FAQs

See also

Use the topics below to find out more about managing your SecureMail messages.

My inbox (received messages)

To view your inbox:

  • Go to the "SecureMail" menu.
  • Select "Inbox".
  • The secure messages sent to you by ANZ will be listed here.
  • You can check the status of each message ("Read" or "New").
  • You can also check the date and time each message was sent to you.
  • You can choose to read a message, create a new message, view next 20 messages (available only if you have more than 20 messages) or view the sent messages, by clicking the links below the inbox.
Reply to a message

To reply to a message:

  • Click on the "Reply to this message" link located under the message.
  • Compose your message.
  • Click on the "Send" button on the bottom right side.

Important notes

  • The destination of your reply and the subject of your reply will always be pre-populated.
  • The subject defaults to the original subject of the message with "RE" in front of it to indicate that it is a reply.
  • The message will contain the original SecureMail that was composed by an ANZ Customer Service Consultant.
  • The reply you've sent will be stored in your sent messages folder.
  • ANZ will respond to your message within 24-48 hours of receiving it and provide you with an update on your enquiry.
  • Wherever possible, the message will be responded to via SecureMail.
Delete a message

After you have read a message you can delete it by clicking the "Delete this message" link located under the message.

  • The message will be immediately deleted.
  • Once the message is deleted it cannot be retrieved again.
Create a message

To create a new SecureMail message:

  • Go to the "SecureMail" menu.
  • Select "Create message".
  • On the "Create message" page enquiry types are listed under the categories of general, accounts and payments and transfers.
  • Click on the link relevant to your enquiry.
  • When prompted, fill in the required details.
  • When you are happy with your enquiry, click "Submit" on the bottom right.
  • The message you’ve sent will be stored in your sent messages folder.
  • ANZ will respond to your message within 24-48 hours of receiving it and provide you with an update on your enquiry.
  • Wherever possible, the message will be responded to via SecureMail.
Read a message

Select a message you want to read and click on the "Read message" link.

  • The message details are displayed at the top of the page.
  • The time and date the message was sent is also displayed along with the subject of the message.
  • While viewing a received message, you can reply to it, delete it or go back to inbox, using the relevant links.
  • While viewing a sent message, you can forward it, delete it or go back to sent messages, by clicking the links below the message.
View sent messages

To view your sent SecureMail messages:

  • Go to the "SecureMail" menu.
  • Select "View sent messages".
  • The secure messages that you have sent to ANZ will be listed here.
  • You can check the status of each message ("Read" or "Unread").
  • If the status is "Read" then the message has been read by an ANZ Customer Service Consultant.
  • If the status is "Unread" then the message has reached the ANZ Mailbox but has not yet been read by an ANZ Customer Service Consultant.
  • You can check the date and time each message was sent by you.
  • You can also choose to read the message, create a new message, view next 20 messages (available only if you have more than 20 messages) or view the inbox messages, by clicking the links at the bottom of the page.
Forward a message

After you have read the sent message if you want to forward it to ANZ again:

  • Click on the "Forward to this message" link located under the message.
  • Compose your message.
  • Click on the "Forward" button on the bottom right side.
Important notes
  • The destination of your forwarded message and the subject of your message will be pre-populated.
  • The subject defaults to the original subject of the message with "FW" in front of it to indicate that it is a forwarded response.
  • The message will contain the original SecureMail that was composed by an ANZ Customer Service Consultant.
  • The message you've sent will be stored in your sent messages folder.
  • ANZ will respond to your message within 24-48 hours of receiving it and provide you with an update on your enquiry.
  • Wherever possible, the message will be responded to via SecureMail.

Need more help?

Use our faqs to find out more about your SecureMail messages.

What is a SecureMail?

SecureMail is an email service that enables you to send account information and enquiries or comments to us securely and confidentially.

  • Your message will automatically include your ANZ Internet Banking CRN, so that we can identify you and answer your enquiry as promptly as possible.
How can I contact ANZ Internet Banking?

You can contact the ANZ Internet Banking team on 13 33 50 (International callers: +61 3 9683 8833) 24 hours a day, seven days a week. Alternatively, you may send your questions or comments via SecureMail.

  • If you believe an error has occurred in an ANZ Internet Banking transaction, you should promptly contact us on 13 33 50 or via a SecureMail.
  • This error will then be investigated by ANZ in accordance with the dispute resolution process in your account terms and conditions.
What can I do from the "SecureMail" menu?

The "SecureMail" menu allows you to:

  • Check your inbox for received messages
  • Read a message
  • Send a message
  • Forward a message
  • View my sent messages
  • Reply to a message
  • Delete a message.
What information can I see on the "Inbox" and the "Sent messages" pages?

You can view the following information on the "Inbox" and the "Sent messages" pages:

  • Status: "Read" or "Unread" or "New"
  • Subject: outlines the topic or subject of the message
  • From: outlines the initiator of the message. For received messages it is ANZ and for sent messages it is you. Your CRN will be displayed here if you are viewing the sent messages
  • Date/time: outlines when the initiator submitted the message.  
How many messages can I view on a page?

You can view up to 20 messages on a page for both inbox and the sent messages folder.

  • You can click on the "View next 20 messages" link located below the messages to see other remaining messages.
I have composed a long message but I am not able to send it. Why?

ANZ Internet Banking only accepts a maximum of 3,800 characters in a SecureMail message.

  • If your message is longer than this you will unable to send it.
How long does it take to respond to my enquiry via a SecureMail?

ANZ will respond to your message within 24-48 hours of receiving your message and provide you with an update on your enquiry. 

  • Wherever possible, the message will be responded to you via a SecureMail.
What do I do if my enquiry is urgent?

For urgent enquiries, you can contact ANZ directly over the phone as it may take up to 24-48 hours to process your SecureMail.

  • For ANZ Internet Banking related enquiries or enquiries relating to transactions done via your ANZ Internet Banking, please contact ANZ Internet Banking team on 13 33 50 (International callers +61 3 9683 8833) 24 hours a day, seven days a week.
  • For general enquiries or enquiries relating to your cheque or savings accounts, please contact ANZ Customer Service team on 13 13 14 (International callers +61 3 9683 9999) 24 hours a day, seven days a week.
  • For enquiries relating to your ANZ Credit Cards, please contact the ANZ Cards Services team on 13 22 73 (International callers +61 3 9683 7043) 24 hours a day, seven days a week.

Need more help?

For further assistance please call the ANZ Internet Banking team on 13 33 50 (International callers: +61 3 9683 8833) 24 hours a day, seven days a week.