Protecting our financial system.

About the Know Your Customer process.

Why we're asking to confirm your personal details.

As a bank, Defence Bank must identify its customers and verify that their details are current and correct to comply with laws and regulations, including the Australian Anti-Money Laundering and Counter-Terrorism Financing Act. This process is known as Know Your Customer or KYC for short. By ensuring your details are always up to date and accurate, you are helping us protect our financial system from being misused for criminal activities.

Know Your Customer.

Fighting money laundering, terrorism financing and other financial crime

What is KYC?
Know Your Customer or KYC is the process of identifying our customers and verifying customer details to comply with local and global laws and regulations, including anti-money laundering and counter-terrorism financing laws.

Because Defence Bank is a 'reporting entity' under the Australian Anti-Money Laundering and Counter-Terrorism Financing Act, we're required to apply processes so we can confirm the identity of our customers.

The laws that apply
Defence Bank is required to comply with:

  • Australia's Anti-Money Laundering and Counter-Terrorism Financing Act 2006.
  • Global anti-money laundering and counter-terrorism laws and regulations that Defence Bank is required to comply with.
  • Laws relating to the US Foreign Account Tax Compliance Act (FATCA).
  • The Common Reporting Standard (CRS) under Australia’s Taxation Administration Act 1953.

What it involves
KYC means we need to collect and check our members' information and keep it current. This includes fully identifying a customer before we provide them with services, and may involve asking our customers to provide information about themselves periodically during the course of their membership.

For example, FATCA and CRS require financial institutions, including Defence Bank, to collect and check information about the foreign tax residency of relevant account holders. We may also be required to report information about financial accounts of foreign tax residents to the Australian Taxation Office.

Tax authorities in participating countries may exchange this information.

Certifying your documents.

How to ensure your documents are accepted the first time.

Important things about the documents we require.

Primary Identification that holds part middle names or initials requires a secondary document or an Australian Electoral Roll to verify the member’s full legal name

Documents used to verify your identity, such as your name, cannot be expired with the exception of an Australian Passport, which can be expired within the previous two years.

ATO tax assessments must be issued within the previous 12 months.

Commemorative or decorative certificates (marriage, birth etc) are not acceptable identification.

Requirements for certified documents.

For a certified document to be accepted, an acceptable document certifier must sight the original document and a copy of that document.

They must have sighted the original and note the following on each page that is copied:

  • 'I hereby certify this document is a true copy of the original document shown to me on [date]'
  • signature
  • date
  • full name (printed)
  • address (work or residential)
  • phone number (work or residential)
  • qualification
  • registration number

The acceptable certifier is to be an independent and impartial witness or certifier of documents. Conflict of interest should be avoided, whether it is an ‘actual’ conflict or ‘perceived’. Examples include and not limited to family members (e.g. immediate members, relative, de-facto), associated parties (e.g. Director of one company certifying another Director from the same company). Where there is ‘actual’ or ‘perceived’ conflict the document is to be rejected.

The document certifier needs to certify every page of the document. 

Finding an acceptable document certifier.

For many people, the most convenient way to certify their documents is to take their original documents and copies to their nearest post office, pharmacy or police station. Please make sure all document copies are clear (preferably in colour) and clearly certified.

If you need another option, you can send us copies of your documents certified by any of the following approved certifiers. 
Certifier categories.

  • An officer or warrant officer in the Australian Defence Force.
  • A non-commissioned officer in the Australian Defence Force with 5 years continuous service.
  • Nurse.
  • Pharmacist.
  • Judge.
  • Justice of the peace.
  • Legal practioner.
  • Police officer.
  • Australian consular or diplomatic officer.
  • Officer of a financial institution with 2 years continuous service.
  • Finance company officer with 2 years continuous servie.
  • Officer or Auth. Rep. of AFS licensee.
  • Accountant (member of a recognised accounting body).
  • Notary public.
  • Permanent employee of Australia Post with 5 years continuous service.

Frequently asked questions.

Defence Bank is seeking assistance from members to check and confirm that the information it holds about them is up-to-date, accurate & complete.

By ensuring this information is current, this means that the Bank’s information on its systems remains accurate and therefore then ensures that we have the necessary information to confirm your identity and keep your accounts secure.

If you don’t review your information and provide any updates where required, the information that the Bank holds about you may not be up-to-date and this may limit both our ability to contact you as well correctly confirm your identity on an ongoing basis should you contact us.

Yes, you can contact the Bank either directly on 1800 033 139 or via email to to advise us of any updates to your personal / contact information.

Please note that any updates to your mobile phone contact details can only be done by firstly sending us a Secure Message via internet banking or the Defence Bank app (we will contact you separately to confirm and verify your identity as part of this change)

No, there is no need to provide any identification documentation as part of this request, unless you are seeking to advise of an update to your mobile phone number, or a change of name.

Defence Bank may however request that you provide further identification information at any stage during your financial relationship with us, should we consider that it is necessary to ensure the personal information we do hold about you remains up-to-date and accurate.

Just married, divorced, reverting to maiden name or you just felt like a change, you will need to amend your membership name.

You can do this by completing a Change of Membership Name form and returning it to Defence Bank along with proof of the change as identified on the form.

From within Australia, you can call us on 1800 033 139 Monday to Friday between 8am and 6pm AEST/AEDT. For international calls, you can reach us on +61 3 8624 5888.

Outside of these hours, you will be prompted to leave a message. However, if the matter is urgent, you can send us a Secure Message or use the Contact Us form.

Get in touch.

We're here to help.

Here for you on 1800 033 139.
We're available between Monday and Friday, 8am to 6pm (AEST/AEDT).

Visit a branch.
With the most on-base branches across Australia, we’re closer than you think.

Chat with us.
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