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Frequently Asked Questions


International

Q. I am travelling to Australia shortly, can I open an ANZ account prior to that I arrive in Australia?
Q. What is the SWIFT Code for my ANZ account?
or
What details to I need to supply in order to receive a funds transfer from overseas?
Q. How do I make International Transfers from my ANZ account?
Q. Can I use my ANZ Access card overseas?
Q. How can I make payments into my ANZ Credit Card from an overseas account?

General

Q. How do I update my address?
Q. What documents do I need to provide 100 Points?
Q. How do I close my account?

Credit Cards

Q. How can I pay into my Credit Card?
Q. How do I close my Credit Card account?
Q. How do I arrange a limit increase/decrease?
Q. How do I arrange an additional cardholder?
Q. My Card was retained at the ATM?

Internet Banking

Q. I have forgotten my Internet Banking Password?
Q. I need to Apply for or increase/decrease my Pay Anyone limit?
Q. I am having trouble accessing your website or logging-in?
 

Q. I am travelling to Australia shortly, can I open an ANZ account prior to that I arrive in Australia?
A. Prior to arriving in Australia, you can apply to open an Access Advantage Savings account online at the link below:

http://www.anz.com/aus/promo/internresaccount/default.asp

You will be able to deposit funds into your new account at any time however funds cannot be withdrawn until you have presented your identification. For identification purposes please present your passport or flight boarding pass at any ANZ branch within six weeks of your arrival.

For further assistance you can contact ANZ Product Sales directly on 13 33 33 between the hours of 8.00 am and 8.00 pm, Monday to Friday AEST. If you are calling from overseas, please call Customer Service on +61 3 9683 9999, and they will connect you.
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Q. What is the SWIFT Code for my ANZ account?
or
What details to I need to supply in order to receive a funds transfer from overseas?

A. To receive a telegraphic transfer from an overseas bank account in to your ANZ account you may need to provide the following details:

1. The 'swift' code of ANZ (this is sometimes called a branch number). For ANZ, this is 'ANZBAU3M'.
2. Your account number.
3. The name of the bank (ANZ).
4. The physical address of the bank (see link below).
5. The name of the account holder.
6. The IBAN number (this is your BSB number & account number put together).

If the transfer is originating from the USA, please also quote the US Bank ABA Routing No: 021 0000 21.

If you would need to locate the address details of your branch, please follow the below link:

http://www.anz.com/australia/aboutanz/anzservices/anzlocator/default.asp
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Q. How do I make International Transfers from my ANZ account?
A. To arrange an international telegraphic transfer of funds from your ANZ account, log on to Internet Banking, contact an ANZ branch, or contact the International Payment team, who can assist you with the transfer over the phone.

To order the transfer via Internet Banking, you will first need to activate International Services. To do this, you will need to have Pay Anyone access. Unless you have already activated Pay Anyone, please log in to Internet Banking and click on Pay Anyone Access. You can apply for a $1000 Pay Anyone limit and be approved immediately. For a higher limit (up to $10 000), an action number will need to be mailed to you.

As your Pay Anyone action number must be mailed to your postal address, the time frame for setting up the International Services facility may be up to two weeks. Utilising Internet Banking, the cost of a Telegraphic Transfer is $24.

To order the transfer over the phone, please contact the Customer Service team on 13 13 14 (from overseas, dial + 61 3 9683 9999), Monday to Friday between 8.00 am-8.00 pm AEST. The cost for an International Telegraphic transfer over the phone is $32.

Or visit any ANZ branch. To find your local branch, follow the link below:

http://www.anz.com/australia/aboutanz/anzservices/anzlocator/default.asp

The cost for an International Telegraphic transfer at the branch is $32.
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Q. Can I use my ANZ Access card overseas?
A. You will be able to use your ANZ access card in all ATM machines displaying the 'Cirrus' or 'Maestro' symbols. These symbols are also located on the reverse of your card for you to view.

To find your nearest ATM when travelling, please visit
http://www.mastercard.com/atmlocator/index.jsp

When using an ANZ card at an ATM overseas, a $5 fee applies per cash withdrawal.

In addition to this fee, there is a 2.5% foreign currency conversion fee.

When using EFTPOS with your ANZ card overseas, a $2 fee applies per transaction.

In addition to this fee, there is a 2.5% foreign currency conversion fee.
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Q. How can I make payments into my ANZ Credit Card from an overseas account?
A. To send a telegraphic transfer from an overseas bank account to your ANZ Credit Card, please provide the following details:

1. The 'swift' code of ANZ: this is 'ANZBAU3M'.
2. Your account number or card number.
3. The name of the bank (ANZ).
4. The name of the account holder.
5. If you are asked to provide an address or want to make payments to your card using an Australian dollar cheque by mail please use:

Locked Bag No. 10, Collins Street West Post Office, Melbourne, Victoria 8007. Fax No. +61 3 9601 1531

*Note: If the transfer is originating from the USA, please also quote the US Bank ABA Routing No: 021 0000 21.
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Q. How do I update my address?
A. Please contact us to advise us of your new address. For ANZ transaction and credit card accounts, please call 13 13 14. Consultants are available 24 hours a day, 7 days a week.

You may also change your address via your Internet Banking. Log on to your Internet Banking and select 'Contact Us', then select 'Change personal address/contact details'.

Alternatively, you can change your address and contact details at your local ANZ branch.

To find the branch closest to you, please visit the following website:

http://www.anz.com/australia/aboutanz/anzservices/anzlocator/default.asp

For ANZ Share Investing accounts, please forward your request in writing to the following address:

ANZ Share Investing
Reply Paid 1346
Royal Exchange NSW 1224
Australia
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Q. What documents do I need to provide 100 Points?
A. Please present the following documents at any ANZ branch:

Personal identification:
Bring four of the following documents with you. One of the documents must contain your photograph and signature:

Drivers Licence
Credit Card
Electricity or Gas Bill
Rates Notice
Medicare Card

Only two of the above documents are required if you also bring:
Birth Certificate
Citizen Certificate or
Passport.
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Q. How do I close my account?
A. If your account has a balance of $0, you may contact our Customer Service team to close the account over the phone. The Customer Service team can be contacted on 13 13 14 (within Australia) or +61 3 9683 9999 (if calling from overseas), 8.00 am to 8.00 pm AEST Monday to Friday.

If you still have funds in your account, and you are currently in Australia, please visit any ANZ branch to close your account.

ANZ Branch addresses can be located by following the below link:www.anz.com/australia/aboutanz/anzservices/anzlocator/default.asp

If you are currently overseas or unable to attend an ANZ branch, please send a written and signed request via post to your ANZ branch. Please ensure you include the account number to be closed, your contact details, your signature and instructions regarding the crediting of any remaining funds. Once the Branch receives your request, they will be able to close the account for you.

If you wish to discuss this further, please contact your branch directly.

To contact your branch, call ANZ Customer Service and they will connect you. Customer Service can be contacted on 13 13 14 during branch hours of 9.00 am and 4.30 pm, Monday to Thursday, and 9.00 am and 5.00 pm on Fridays. If you are calling from overseas, please call +61 3 9683 9999.
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Q. How can I pay into my Credit Card?
A. For electronic payments, transfers via BPAY using phone or Internet Banking is the most convenient. To transfer funds from another bank, you will need the biller code and the account or card number shown on your ANZ Credit Card statement. ANZ's Biller code for all payments to an ANZ Credit Card is 6007, and the reference number is your card or account number. You will need to access the BPAY option via Phone or Internet Banking with your financial institution. Please allow up to two business days for BPAY payments to reach your ANZ account.

You can also make cash deposits over the counter at any ANZ branch. If depositing by cheque, please allow 2-5 business days for clearance of your cheque deposit.
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Q. How do I close my Credit Card account?
A. To close your Visa or MasterCard account, you will need to contact ANZ's Closures Team on 1800 064 753 (Hours of Operation 8.00 am - 8.00 pm AEST Mon-Fri) or you may send a fax or letter directly to:

ANZ Cards - Card Closures
Locked Bag No. 10, Collins Street West Post Office, Melbourne, Victoria 8007.
Fax No. +61 3 9601 1531
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Q. How do I arrange a limit increase/decrease?
A. Complete and print the credit card limit increase/decrease form (PDF, 100kb) or call ANZ on 13 22 73 (international +61 3 9683 9999).
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Q. How do I arrange an additional cardholder?
A. To apply to add an additional cardholder, complete and print the Additional Cardholder form (PDF, 36kb) (please note that a fee will apply to certain additional cards).
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Q. My Card was retained at the ATM?
A. If your Access card was retained by an ANZ Branch ATM and was retained due to an ATM fault, you can reclaim your card within the next two business days. Please present your photo ID and one other form of ID as evidence of ownership. Credit cards cannot be reclaimed. Please call 13 22 73, 24 hours a day, 7 days a week to arrange for your new card to be delivered within five business days.
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Q. I have forgotten my Internet Banking Password?
A. If you have forgotten your CRN or Password, you will need to call an Internet Banking Consultant on 13 33 50, 24 hours a day, 7 days a week. You will be required to complete identification over the phone for security reasons. If you do not have a Security Code for over the phone identification, please present your photo ID and one other form of ID at any ANZ branch.
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Q. I need to Apply for or increase/decrease my Pay Anyone limit?
A. If you are a signatory of the account, you can apply for Pay Anyone by selecting Pay Anyone Access once you have logged into your Internet Banking service. To increase/decrease your Pay Anyone Limit, please select Pay Anyone once you are logged in securely to Internet Banking. Select a limit below your current limit to decrease Pay Anyone; this is effective immediately. To increase your limit, select an available limit higher than your current daily limit. For new Pay Anyone applications or increases to your current limit, please allow up to five business days for your Action Number to be mailed to you.
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Q. I am having trouble accessing your website or logging-in?
A. Before calling an Internet Banking Consultant, check that you are accessing ANZ by typing www.anz.com or www.anz.com.au. To ensure you are reaching our most recently updated link, do not search for ANZ by using search engines such as Google, Yahoo, ninemsn etc. Tip: If you have located the home page, pressing the F5 key will automatically refresh the link. If you are experiencing slow speed or any other systems issue, you can check your browser settings by selecting Help from the menu at top of the home page, then select, Software Settings. Alternatively, you can call a Consultant on 13 33 50, 24 hours a day, 7 days a week. For International callers, please dial + 613 9683 8833.
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