Westpac Electronic Banking Service Terms

• In addition to the other General Terms and Conditions, the following Westpac Electronic Banking Services terms and conditions apply to use of Westpac Electronic Banking Services and form part of the General Terms and Conditions.

• These Westpac Electronic Banking Services Terms apply to Westpac Banking on your mobile, Westpac Online Banking and Westpac Phone Banking. They do not apply to “Westpac Corporate Online”, “Westpac Business Online” and “DeskBank”, which each have their own terms and conditions.

Availability of Westpac Electronic Banking Services

While Westpac endeavours to minimise any service outages, Westpac Electronic Banking Services may be unavailable from time to time.

Accessing Westpac Electronic Banking Services

Westpac Online Banking and Westpac Phone Banking

Westpac will provide you with a unique Customer ID and an initial Password for Westpac Online Banking and Westpac Phone Banking.

Westpac Online Banking customers have the option to choose a unique personalised Customer ID by following the menu items in Westpac Online Banking. Upon reasonable notice to you Westpac may cancel a personalised Customer ID. Should this occur, you will still be able to use the Customer ID issued to you by Westpac.

To gain initial access to Westpac Online Banking and Westpac Phone Banking:

  • you can visit any Westpac branch where you will be issued with your unique Customer ID (if you do not already hold one) and a computer generated random Password for your initial access;
  • if you have individual authority to operate on any account, you can call Westpac on 0800 400 600 (from 7am to 11pm, 7 days a week) and be issued with your unique Customer ID (if you don’t already hold one) and initial Password; or
  • if you already hold a unique Customer ID and a self-selected Password for Westpac Phone Banking, you can use this to gain initial access to Westpac Online Banking. This feature is also available where you have not logged onto Westpac Online Banking for some time.

You will be prompted to change your initial Password, and any temporary Password sent to your registered mobile phone number by txt as part of the Online Guardian Challenge Service, when you first log on to a Westpac Electronic Banking Service after receiving the relevant Password.

Your Passwords will be your own confidential Passwords for access to each relevant Westpac Electronic Banking Service.

Westpac Banking on your mobile

To gain initial access to some Westpac Banking on your mobile services, you must register your mobile phone number by logging on to Westpac Online Banking, contacting a Westpac branch or calling Westpac on 0800 400 600 (from 7am to 11pm, 7 days a week and reduced hours on public holidays).

Only a New Zealand mobile phone number may be registered unless Westpac agrees otherwise. Once you have provided your mobile phone number, an activation code will be sent to it to complete this process by:

  • entering the activation code on screen in Westpac Online Banking; or
  • relaying the activation code to a Westpac staff member in a branch, or on the phone when calling Westpac on 0800 400 600.

Westpac Mobile Online Banking

To gain access to Westpac Mobile Online Banking you need to:

  • be a registered Westpac Online Banking customer;
  • have a compatible mobile device; and
  • where required, download the relevant mobile app for your mobile device, (see www.westpac.co.nz for guidelines).

Online Guardian Challenge Service

To complete some banking activities online, you may be prompted to answer challenge questions or enter activation or verification code(s) or temporary Password(s) that Westpac sends to your registered mobile phone number by txt as part of the Online Guardian Challenge Service. Txts sent as part of this service may also contain certain information relating to a proposed transaction to enable you to confirm the transaction by entering the verification code during your Westpac Online Banking session. By registering your mobile phone number you consent to receiving such information by txt.

Westpac will require you to choose and answer challenge questions when you access Westpac Online Banking. You can amend your challenge questions any time you log on to Westpac Online Banking after the challenge questions have been set up.

Your Security Details

You must do the following in respect of your Security Details:

  • reasonably safeguard your Security Details – you are responsible for keeping your Security Details secure;
  • not allow someone to observe you entering your Security Details;
  • except in the case of a business, for which limited exceptions apply (see “Business customers” below), not disclose or allow your Security Details to become known to anyone else (including family or those in apparent authority such as the police, or Westpac staff except for an activation code relayed to a Westpac staff member for the purposes of completing a registration process);
  • not write down any of your Security Details, record or store them anywhere in written or electronic form, including in a file on your computer or in any password saving facility (unless it is a Secure Password Facility) or on your mobile device (e.g. in your sent items folder). A Secure Password Facility is one where the information in it is securely encrypted to an industry recognised standard and can only be accessed with a password meeting the minimum standards required when Westpac asks you to choose your own Password;
  • choose Security Details that are unique and not the same as or similar to details used for any other services you may use, including non-banking services; and
  • never leave your computer, phone or mobile device unattended while you remain logged in to a Westpac Electronic Banking Service.

 If you believe for any reason that any of your Security Details could be known by someone else (except when you relay an activation code to a Westpac staff member for the purposes of completing a registration process), or if you discover any unauthorised use of any of your Security Details has taken place, you must change your relevant Security Detail(s) immediately, and then notify Westpac of the security breach by calling Westpac on 0800 400 600 (from 7am to 11pm, 7 days a week and reduced hours on public holidays) or contacting your branch.

Anyone accessing Westpac Electronic Banking Services by using your Security Details will be able to effect transactions on your accounts. Westpac will have no obligation to verify or take any steps to verify any instruction received from you or appearing to be sent by you or from another person authorised to operate your account via a Westpac Electronic Banking Service.

Please note: There is no legitimate reason to disclose any of your Security Details to anyone (except when you relay an activation code to a Westpac staff member for the purposes of completing a registration process), including Westpac staff, police, etc. If anyone from Westpac or claiming to be from Westpac asks for this information, you should refuse to disclose your Security Details (except for an activation code in the circumstance described above) and let Westpac know immediately by calling Westpac on 0800 400 600.

If requested by Westpac, you agree to:

  • provide all available information of any actual or possible Security Detail disclosure or unauthorised access to your accounts;
  • assist Westpac to recover unauthorised amounts withdrawn or paid from any of your account(s) or otherwise transferred to or from any other account(s); and
  • notify the police of any unauthorised access to your accounts.

Functionality

From time to time Westpac may enhance or add functionality to Westpac Electronic Banking Services.

You must ensure that you are comfortable with value transactions being carried out using the Westpac Electronic Banking Services. If any new or existing functionality causes you concern please contact Westpac immediately so that Westpac can discuss other alternatives that may suit your needs.

Depending on the specific type of service, a Westpac Mobile Online Banking service may not have all of the functionality available in Westpac Online Banking.

Email and txt alerts

The following apply to email and txt alerts:

  • only New Zealand mobile phone numbers may be registered for txt alerts unless Westpac agrees otherwise;
  • email and txt alerts are only available for the account(s) you have chosen to include in Westpac Online Banking. Westpac reserves the right to specify which accounts can be nominated and to vary the accounts available for nomination;
  • details of your account balance or available money included in email and txt alerts will be current as at the time and date the alert is sent;
  • changes made to your registered mobile phone number or to the email address supplied to Westpac will be automatically updated for any subsequent email and txt alerts;
  • email and txt alerts will not be sent to you if your Westpac Online Banking Customer ID is cancelled or suspended by Westpac (this excludes password lockouts);
  • if you believe for any reason that the information included in an email or txt alert is incorrect or indicates Westpac Online Banking activity which was not authorised by you, you must call Westpac on 0800 400 600 (from 7am to 11pm, 7 days a week and reduced hours on public holidays) or contact your Westpac branch immediately;
  • txt alert fees and charges will be debited to your txt banking main account or to your first available account in Westpac Online Banking when the txt alert is sent to you by Westpac, even if this causes your account to overdraw, or if the txt alert was sent by Westpac but not received by you;
  • email and txt alerts are sent to you without being encrypted and may include personal or confidential information; and
  • Westpac will not send you emails containing links to Westpac Online Banking. If you receive an email claiming to be from Westpac that contains links to Westpac Online Banking, you should delete it immediately and notify Westpac.

Equipment

You are responsible for using, having or obtaining equipment that is compatible with Westpac Electronic Banking Services. Compliance with any conditions of use relating to, or charges associated with your use of, equipment, or services accessed through that equipment, are your responsibility.

For Westpac Banking on your mobile and txt alerts you must notify your mobile service provider and stop your mobile phone account immediately if your mobile device is lost or stolen.

You are responsible for remedying any trojans, key logging software, viruses, spyware or other forms of malicious software that you know are on any computer before using that computer for Westpac Online Banking.

Westpac recommends you always adhere to manufacturers’ software and support to ensure your equipment is covered by the latest software and security updates available from the manufacturer.

If you are connecting to a Westpac Electronic Banking Service via a Wi-Fi network Westpac recommends you use a trusted network.

Transaction disputes

If you dispute any transaction completed via a Westpac Electronic Banking Service, for assistance either contact your nearest Westpac branch, email Westpac via the “contact us” link on Westpac’s website, or for personal customers call Westpac on 0800 400 600 (from 7am to 11pm, 7 days a week and reduced hours on public holidays) with the following information:

  • your name, Customer ID and relevant account number(s);
  • the amount of the disputed transaction;
  • what sort of transaction it was (e.g. bill payment, transferring money, credit card payment etc.);
  • the transaction number(s), if these are available; and
  • the date and approximate time (if known) which the disputed transaction occurred.

Westpac will acknowledge receipt of any disputed transaction notice from you within five business days.

Westpac will investigate the matter and advise you of the outcome, normally within 30 days of receiving your complaint. Should the investigation not be completed within 30 days, Westpac will contact you with details of the likely delay and the reason for that delay. 

Other than where there is an obvious error, Westpac’s records of Westpac Electronic Banking Services and transactions will be evidence of these transactions.

Cancellation

You can suspend or cancel a Westpac Electronic Banking Service, or deregister your registered mobile phone number, by calling Westpac on 0800 400 600 (from 7am to 11pm, 7 days a week and reduced hours on public holidays) or by contacting your branch either in person or in writing. You can also cancel your Westpac Banking on your mobile services or deregister your registered mobile phone number via Westpac Online Banking.

In addition to Westpac’s rights to close your accounts and withdraw any product or service (including a Westpac Electronic Banking Service) set out in these General Terms and Conditions, Westpac can also suspend or cancel your access to a Westpac Electronic Banking Service without prior notice, and without responsibility for any loss you may suffer, on any reasonable grounds, including, but not limited to:

  • fraud;
  • to protect against any threats to the security of your accounts or to a Westpac Electronic Banking Service; and
  • where, in Westpac’s reasonable opinion, you have misused any Westpac Electronic Banking Service, or you have otherwise breached these General Terms and Conditions or any other terms and conditions from time to time applicable to Westpac Electronic Banking Services.

Where access to a Westpac Electronic Banking Service has been suspended to protect against any threats to the security of your accounts or to a Westpac Electronic Banking Service (e.g. if the existence of any trojans, key logging software, viruses or spyware is confirmed or suspected), Westpac may refuse to reinstate access until Westpac is assured that such threats have been remedied and no longer exist.

This may include seeking assurances from you that any offending software has been removed or that a specific computer, telephone or mobile device will no longer be used to access a Westpac Electronic Banking Service.

Business customers

Where you use a Westpac Electronic Banking Service for business purposes, then without prejudice to any other provisions of these Westpac Electronic Banking Services terms and conditions:

  • you must ensure that your Security Details are kept secure and are only used by those authorised in writing to do so for the purpose of your business. While you may share your Security Details with persons authorised in writing to use it for the purpose of your business, you do so at your sole risk, and you are solely responsible for any use or misuse of Security Details by such persons. You must change your Security Details immediately after you remove any persons authorised to sign on your accounts accessible by a Westpac Electronic Banking Service;
  • you should reconcile your business or financial records with your bank statements or transaction records at least monthly so that your instructions via a Westpac Electronic Banking Service can be monitored; and
  • you should also initiate appropriate internal controls to minimise the risks of fraud.

“Westpac Corporate Online”, “Westpac Business Online” and “DeskBank” have their own specific terms and conditions. These Westpac Electronic Banking Services terms and conditions do not apply to those services.

Westpac property

Any unauthorised reproduction or modification by you of any proprietary information contained in any Westpac Electronic Banking Services, or any part of such information, may result in legal action being taken.

Definitions

Unless the context otherwise requires, words used in these Westpac Banking Electronic Service Terms shall have the meanings given to them in the Definitions section of the Westpac General Terms and Conditions.