These Conditions of Use apply to your use of:
(together, the Electronic Banking Services). By using any Electronic Banking Services you agree to be bound by these Conditions of Use.
These Conditions of Use apply to all customers and set out:
It is important that you read and understand these Conditions of Use before using any Electronic Banking Services.
There may be other terms and conditions that apply to your use of our services, such as specific account terms and conditions and the Master Terms and Conditions. Copies of these other terms and conditions are available from nationalbank.co.nz. If there is any inconsistency between any other terms and conditions and these Conditions of Use, these Conditions of Use will prevail for all transactions using the Electronic Banking Services.
We may vary or upgrade any Electronic Banking Service or change these Conditions of Use or our fees at any time. We will give you at least 14 days’ notice of any change before it takes effect. We may notify you directly (for example, by letter, phone or email) of any changes to these Conditions of Use or any other matter by:
In these Conditions of Use:
References to "we", "us" and "our" mean The National Bank, part of ANZ National Bank Limited and its related companies, as defined in the Companies Act 1993.
Bank Mail is the electronic messaging service which enables communication to be sent by us or by you within our secure oOnline bBanking system.
Business Day is any day excluding a Saturday or Sunday, a New Zealand public holiday and any day where we are not open for retail business.
Customer Number is the number we issue to you enabling us to identify you and your accounts.
Electronic Payment is a bill payment, a tax payment, an automatic payment, a one-off payment or any other payment made electronically using the Electronic Banking Services.
iBank is an Online Banking enhancement which allows you to use a condensed version of Online Banking on your iPhone or iPod Touch. iBank is available via an application which may be downloaded through the Apple App Store.
Mobile Device is a device you use to communicate with us via SMS or internet connection.
Mobile Phone Banking is the use of a Mobile Device to carry out Electronic Payments, Transfers, obtain account balances and make other enquiries and transactions and the use of a Mobile Device to communicate with us via SMS in order to request and receive account balances and mini-statements on your accounts.
Online Banking is the use of a computer or mobile device to connect you to us via an internet connection to enable you to carry out Electronic Payments, Transfers, obtain account balances and make other enquiries and transactions.
OnlineCode is our OnlineCode service which is a security and authentication process for Online Banking.
Payment Date means the date selected by you for an Electronic Payment to be made.
PIN is a Personal Identification Number you select to access an Electronic Banking Service.
Phone Banking is the use of a phone (landline or mobile phone) to carry out Electronic Payments, Transfers, obtain account balances and make other enquiries and transactions by calling our Phone Banking system and making selections from a menu.is the use of a touchtone phone (landline phone or Mobile Device) to carry out Electronic Payments, Transfers, obtain account balances and make other enquiries and transactions.
Transfer is a transfer of funds between your accounts, including credit card and lending facilities.
You and your means the account holder(s).
You can access and operate all your nominated accounts through the Electronic Banking Services where:
Electronic Banking Services are generally available 24 hours, 365 days a year, except any necessary downtime to allow for maintenance of the system. However, certain Electronic Banking Services may have restrictions on availability. Electronic Banking Services are subject to the reliability and availability of third party service providers including software providers, network service providers and internet service providers.
We may at any time suspend your access to Electronic Banking Services without giving you notice.
You may end your use of any Electronic Banking Service at any time by notifying us.
You acknowledge that the use of your Customer Number along with your password, PIN, OnlineCode or other authentication (as appropriate depending on the Electronic Banking Service) provide sufficient authority for us to process transactions on your accounts, whether or not you have authorised the instruction.
We may:
You agree that you will not use any Electronic Banking Services for any purpose other than to carry out your banking transactions and enquiries available through the Electronic Banking Service.
You may not be able to cancel or change instructions once issued. Please refer to nationalbank.co.nz for further information on when instructions may be cancelled or changed.
Your password(s), PIN(s) and Customer Number are very important. You must memorise all such numbers and passwords.
Your National Bank card, password(s), PIN(s) and Customer Number are the key to accessing your accounts electronically, (including by phone or Mobile Device). The security of your card, password, PIN and Customer Number is very important.
You can find further information and advice on how to protect yourself when using Electronic Banking Services, how to safeguard your online information and your security obligations.
To help protect your password and PIN you must:
If you suspect that your password or PIN has become known to a third party, contact the National Bank Online Banking Helpdesk immediately on 0800 49 50 51 (personal customers), 0800 69 62 69 (business/rural customers) or from overseas call +64 4 473 9880 (calling charges may apply).
If your card has been lost or stolen or you suspect someone has been using the card, contact us immediately on 0800 724 200 or from overseas call collect +64 4 382 9608, 24 hours a day, seven days a week.
If you think there has been any other unauthorised access to your information and accounts you must immediately change your password or PIN and contact us on 0800 18 18 18 or from overseas call +64 4 462 1615 (calling charges may apply).
You may make Electronic Payments using any of the Electronic Banking Services provided you have sufficient funds in your account(s).
When you create an Electronic Payment you authorise us to debit your account on the Payment Date with the amount to be paid or transferred and to deduct any current charges (including Government charges) that relate to the Electronic Payment. We rely on, and we are not required to check, the accuracy of all information you provide in relation to Transfers and Electronic Payments. We can make Transfers and Electronic Payments or any other transactions in any order we wish. If sufficient cleared funds are not available to meet an Electronic Payment, the amount exceeds your transaction limit for your nominated account, there is a technical failure which prevents us from processing your instructions or the information given is incomplete or inaccurate, we may refuse to make the Electronic Payment. Subject to our obligations (if any) under the Consumer Guarantees Act 1993 and to the extent permitted by law, we:
Electronic Payments may be dishonoured by us for any reason, including where there are insufficient funds in your account to make the Electronic Payment, there is evidence of fraud or we receive a court order instructing us to dishonour the Electronic Payment.
Deposits to your account used to create an Electronic Payment that is subsequently dishonoured may be debited back to your account.
You must have sufficient available funds in your account at 10pm on the Payment Date to enable us to process your Electronic Payments. We will endeavour to process your Electronic Payments within the following timeframes:
You can create an Electronic Payment to be paid on the same day, or on a future date (except that future dated bill payments cannot be created using Phone Banking). Electronic Payments are subject to the availability of funds in your account at 10pm on the Payment Date.
We will pay bill payments due on the same day in the order in which you entered them. If, after three days from the date you select for a bill payment, there are still insufficient funds in your account to make the bill payment, we will cancel the payment and charge a fee to your account.
You cannot make any amendments to your automatic payment via Online Banking or Phone Banking after 8pm on the day it is due. If your Payment Date falls on a non-Business Day we will process the automatic payment on the following Business Day.
Cleared funds are available funds which are not reversible. Uncleared funds may be reversed out of your account if they comprise of deposits which are subsequently dishonoured. Uncleared funds may be available for you to withdraw.
You are responsible for ensuring that cleared funds, are used to create an Electronic Payment. If uncleared funds are used to create an Electronic Payment and the uncleared funds are reversed, we will debit the amount of the Electronic Payment to your account (including interest and charges).
You are solely responsible for making arrangements in relation to any payment if an Electronic Payment is not made on the Payment Date for any reason.
We may, in our absolute discretion:
Any Electronic Payment instructions from you are subject to any arrangements between us in relation to your account, now or in the future. You also agree that your Electronic Payment instructions will remain in force and effect in relation to all Electronic Payments made in good faith despite your death, bankruptcy, liquidation, voluntary administration or receivership or any other revocation of your Electronic Payment instructions, until we have received notice of that revocation.
An Electronic Payment must not exceed your transaction limit for that payment type. If you wish to discuss increasing your transaction limit or disabling access for any Electronic Payment type, please contact the Online Banking Helpdesk or ask at any of our branches.
Electronic Payments are irrevocable by you and cannot be stopped, cancelled or altered once your payment has been processed. You must advise us immediately if any incorrect Electronic Payment information is shown on your bank statement.
We will not get involved in any dispute between you and any person you pay, or try to pay, using Electronic Banking Services.
Please see the Online Banking Help section for further information regarding how to establish and operate Electronic Payments within Online Banking; or see the Mobile Phone Banking Frequently Asked Questions section for further information regarding how to establish and operate Electronic Payments within Mobile Phone Banking.
The fees and charges applicable to Electronic Banking Services are those shown on nationalbank.co.nz. You authorise us to debit your nominated account for the amount of our fees and charges. You are responsible for all charges levied by an internet service provider, mobile or telephone operator when you access any Electronic Banking Service.
We will be liable for losses incurred by you that:
We will not be liable for:
We will do our best to ensure continuous access to the Electronic Banking Services. However, we are not liable for any loss you suffer as a result of your being unable to use the Electronic Banking Services, or as a result of delays or errors in processing your instructions caused by a third party.
If you have contributed to or caused the loss arising from an unauthorised transaction, including by failing to comply with these Conditions of Use, your liability for any loss occurring prior to notifying us is limited to the lesser of:
If you do not promptly report to us the actual or possible unauthorised disclosure of your password, PIN and/or Customer Number, you will be liable for loss incurred between:
However, you will not be liable for any loss:
You will be liable for all loss, including loss suffered by other persons, if you act fraudulently, either alone or together with any other person.
If you let anyone else use your password, PIN and/or Customer Number you will be liable for any transactions made via the Electronic Banking Services by, or with the consent of, that person.
To the extent permitted by law, you agree to indemnify and hold us harmless for any loss or damage suffered by us or our customers or a third party, and for any claim or action which may be brought against us by a customer or third party, which results from your misuse of the Electronic Banking Services. This includes any failure by you to ensure that steps are taken to prevent unauthorised use of Electronic Banking Services.
Our privacy statement is contained in the Master Terms and Conditions. You agree that it also applies to any information you provide to us in connection with these Conditions of Use and the Electronic Banking Services. The Master Terms and Conditions are available from any of our branches or online at nationalbank.co.nz.
Please contact us immediately if:
You will need to give us:
We may request further information from you to assist us in our enquiries. We will make every effort to answer or resolve your questions or complaints quickly and fairly. Where we establish that an error occurred, we will promptly correct the error (to the extent possible) and reimburse any interest or fees charged to you as a result of the error. We will adjust any errors that have been made on your statement.
If you are not satisfied that your inquiry has been properly dealt with please call our Customer Service Team on 0800 751 750 or talk to a staff member at any branch.
If any of the terms in these Conditions of Use are held to be invalid, illegal or unenforceable, the relevant term will be severed and the remaining terms will be enforceable.
No delay or failure by us to act in relation to these Conditions of Use will be construed as a waiver of, or in any way prejudice, any of our rights. No waiver will be effective unless it is in writing. A waiver of a breach will not waive any other breach.
These Conditions of Use and the contract between you and us arising out of your use of the Electronic Banking Services are governed by New Zealand law and the New Zealand courts have jurisdiction.
If your use of Electronic Banking Services is for the purpose of a business, to the extent allowed by law, the provisions of the Consumer Guarantees Act 1993 will not apply. We accept no responsibility or liability (subject to our obligations, if any) under the Consumer Guarantees Act 1993.
Helpdesk support is available 24 hours a day, 365 days a year. Please call the following numbers for Helpdesk support:
Personal customers and general enquiries: call >0800 18 18 18
Business/Rural customers: call 0800 69 62 69
If you are registered for Online Banking you can contact us via Bank Mail.
The Helpdesk will not be responsible for providing advice specific to your Mobile Device, including in relation to data connections and/or network charges to your Mobile Device and/or its associated accounts.
You can register for Online Banking provided that you are 13 years of age or over (unless we agree otherwise) and hold an eligible account with us.
To access your nominated accounts using Online Banking you must be registered for Online Banking. You can register online at nationalbank.co.nz by using your Customer Number or by going into a branch.
Business customers can access and transact on all accounts where they are the authorised signatory and have been authorised by the account owner to act alone.
We may restrict the accounts you can nominate for use with Online Banking. We may also restrict your use of Online Banking on a nominated account. For instance, we may impose transaction limits on any type of Electronic Payment for a nominated account, or require the use of an OnlineCode to authorise particular transactions.
To provide extra security when completing transactions or performing certain functions using Online Banking you may apply for, or we may require you to use, OnlineCode.
OnlineCode is an authentication process that works by sending a unique “single use” code to your Mobile Device when you initiate an Online Banking transaction or function to which OnlineCode applies. We will only allow you to proceed or process transactions to which OnlineCode applies if the OnlineCode sent to your Mobile Device is entered in addition to your Customer Number, password and any other code given to you for the purpose of registration for Online Banking. Each OnlineCode is only valid for the duration of the Online Banking session in which you request a transaction or perform a function to which OnlineCode applies.
You may self-register to use OnlineCode under the “My Details and Services” section in Online Banking. The registration form lists the Online Banking transactions or functions that you can select to have OnlineCode apply to. Unless we agree otherwise, every Electronic Payment over $10,000 needs to be authorised using OnlineCode.
In providing OnlineCode, we rely on mobile phone network providers to deliver OnlineCode messages. Accordingly, we cannot guarantee the availability of OnlineCode and your ability to receive OnlineCode messages may be affected by the coverage of the network you use, including if you are overseas.
To help prevent unauthorised access to your account(s) through your use of Online Banking, you must:
Bank Mail can be used to make general account or other enquiries or to request services from the Bank. You are responsible for the accuracy and content of all information contained in your messages to us using Bank Mail. Bank Mail may also be used to send you information about other facilities, products and services, unless you tell us you do not want to receive this information.
If you are a business customer and access Online Banking through accounting software that includes an Online Banking module:
You can register for Mobile Phone Banking provided that you:
Limits to the maximum number of accounts accessible using Mobile Phone Banking may apply and we may restrict the accounts which you can nominate for use on Mobile Phone Banking. We may also restrict your use of Mobile Phone Banking on a nominated account. For instance, we may impose transaction limits on any type of Electronic Payment for a nominated account.
If you have provided us with your Mobile Device number we may send SMS messages to your nominated Mobile Device number unless you notify us otherwise.
iBank is only available if you have registered for Online Banking. In order to use iBank you will need a Mobile Device that is either an iPhone mobile device, an iPad mobile device, or an iPod Touch mobile device (these are referred to as a Mobile Device). Refer to nationalbank.co.nz or the iTunes App Store for the Mobile Device software versions required for iBank. iPhone, iPad, iPod Touch and App Store are trademarks of Apple Inc.
Your must keep your Mobile Device secure. To help prevent unauthorised access to your account(s) through your use of Mobile Phone Banking you must:
If your Mobile Device is lost or stolen you must call us toll free immediately on 0800 49 50 51 (Personal Customers), or 0800 69 62 69 (Business/Rural customers).
You can register for Phone Banking provided that you are 13 years of age or over (unless we agree otherwise) and hold an eligible account with us.
To use Phone Banking you will need your Customer Number and a PIN, which you can select when you first call to register for Phone Direct on 0800 28 28 28.
We may apply any of the following restrictions to your Phone Banking access:
Limits to the number of accounts accessible using Phone Banking may apply and we may restrict the accounts which you can nominate for use on Phone Banking. We may also restrict your use of Phone Banking on a nominated account. For instance, we may impose transaction limits for certain Electronic Payments on a nominated account.
You can generally access Phone Banking toll free within New Zealand on 0800 28 28 28 from a landline or mobile phone. When you call from outside New Zealand call Phone Banking on +64 4 499 0949. You are responsible for all international toll charges you incur when calling Phone Banking from overseas.
To improve service, we may monitor or record your calls.
There is a risk if you use a cordless phone to access Phone Banking that an instruction may be corrupted by the simultaneous use of a cordless phone nearby (including by a neighbour) that operates on the same frequency. This may result in an instruction being duplicated or not being received by us. If it appears to you from one of your account statements that an instruction has been corrupted in this way, you should contact your branch or talk to our Customer Service Team immediately.
If you use certain types of cordless or mobile phones, there is a risk that a temporary record of all numbers dialled is saved in the phone’s call log. Some companies and offices, including hotels and motels, may automatically record all numbers dialled through their PABX phone system for invoicing purposes. This could include your Customer Number and PIN. You should check the type of phone you use and clear your call records where possible. If you suspect that someone has accessed this information you should change your PIN and contact your branch or talk to our Customer Service Team immediately.
To help prevent unauthorised access to your account(s) through your use of Phone Banking you must:
- take all reasonable steps necessary to prevent unauthorised use of your mobile phone when using Phone Banking such as locking your mobile phone when not in use;
- not leave your mobile phone unattended;
- change your Phone Banking PIN on a regular basis; and
- notify us immediately if your mobile phone is lost or stolen or if you change your mobile phone or mobile phone number.To help prevent unauthorised access to your account(s) through your use of Phone Banking you must:
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