We can help you bank from home
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. We’re working hard to ensure that we prevent errors like these from happening.
In some cases, we’ll contact you through Bank Mail, email, text message, letter or over the phone.
If you’re uncertain about the authenticity of a customer remediation message, or have any concerns about a communication from us, trust your gut and call us on 132 411 (Fiji) or +679 321 3000 (overseas), at any time, or visit an ANZ branch.
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 Transactive, ANZ Internet Banking, the ANZ Pacific App, 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.
1. We’ll reach out to you
Depending on the information we currently hold for you, we’ll try to call, email and/or send a letter to you asking you to contact us using the information available on this page.
2. You’ll contact us to confirm your refund account
Please either call us on 132 411 (Fiji) or +679 321 3000 (overseas), at any time, or visit an ANZ branch.
We’re aware that scammers tend to take advantage of communications like these and contacting us through either of these methods will help to keep you and your money safe.
3. We’ll make the payment
Once you’ve confirmed the refund account number, 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.
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 Transactive, ANZ Internet Banking or the ANZ Pacific App, or ask for your banking PINs, passwords, two-factor authentication codes, or full card details. We’ll also never request transferring money to a ‘safe’ account or remote access to your devices.
If you’re uncertain about the authenticity of a customer remediation message, or have any concerns about a communication from us, call us on 132 411 (Fiji) or +679 321 3000 (overseas), at any time, or visit an ANZ branch.
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, as determined by us, in recognition of any inconvenience that you might have experienced.