Protecting your accounts

At Bank of Heritage Isle, keeping your money and accounts safe is our priority especially with the rise of scam-related activity across the country. Whether it is through text message, a phone call, email or via social media – scammers go to great lengths to gain access to your personal and financial information.

We believe fighting financial crime, money laundering and terrorism financing is our corporate responsibility and regulatory commitment under federal law.  To ensure that our members and their money are protected, we adhere to the highest standards of security in banking.  Accordingly, our members are subject to due diligence from time to time.

We have prepared the following frequently asked questions about our member due diligence process.

What is member due diligence?

Member due diligence is the process where we verify your identity details such as your name, date of birth and residential address to ensure they’re accurate. By having the right information about you, we can protect you and reduce the risk of fraud and financial crime.

In order to verify your identity details, you’ll need to provide us with 1 form of identity document and proof of income documents to us. A full list of identity documents we accept are set out in the table below. Depending on the circumstances, we may also ask for sources of your funds (e.g. origins of the funds you are depositing or transferring) or your wealth (e.g. sale of property or investments).

What identity documents are acceptable?

You’ll need to provide us with 1 original identity documents from List A or 2 original identity documents from List B.

How to complete your identity verification?

You can complete your identity verification though our secure online portal using this link. Follow the prompts and at the end of the form, upload your identity documents.  This should take 5 minutes to complete.

If you do not have access to the internet, call us on 131 728 and we will assist you with the process.

How do we protect your privacy?

Any personal information you provide to us is governed by our Privacy Policy which is available here.

Do you have to do this again in the future?

You can provide us with your ongoing consent so that we can electronically verify your details from time to time without having to inconvenience you with phone calls or by asking you to visit our Branch. Once you have provided us with your consent, we will use it to electronically verify your details from time to time until you ask us not to do so.

When completing the identity verification process, we will ask if you’d like to give us your ongoing consent. You can withdraw your consent anytime by calling us on 131 728.

How does Bank of Heritage Isle verify your identity?

We verify your personal information such as name, date of birth, address and your identity documents by engaging a verification service and/or credit reporting body who provide an assessment of the accuracy of our information. We complete this identity verification process in accordance with federal law.

Get onto it as soon as you can to avoid disappointment

If you hold an account with us, you are bound by the General Terms and Conditions for Savings Accounts, Investment Accounts and Payment Services (“General Terms”). Under these General Terms, you agree to provide us with your details in order for us to verify your identity for the purposes of federal law.

IMPORTANT: We may be required under federal law to suspend your account if we are unable to verify your identity. This includes restrictions on withdrawals or purchases on a card. Get in touch with us as soon as possible to reduce the risk of this happening to you.

We are here to help

If you have any questions or require further assistance, please call us on 131 728.  We are open from 9am to 5pm (Monday to Friday). You can also visit our service centres. Details are available on our website www.heritageisle.com.au/contact/ .