Confirm your details

We’re required to confirm your details as part of our ‘Know Your Customer’ (KYC) requirements under our Anti-Money Laundering and Counter Terrorism Financing (AML/CTF) program as required by legislation. This is an important step to help strengthen the security and integrity of your account.

Confirming your information also helps us make sure we’re speaking with the right customer. For example, we may ask for your date of birth to verify your identity. We’ll only ask for personal information when you’re speaking directly with St.George staff, or when you’ve signed in securely through stgeorge.com.au or the St.George App. We will never ask you to click onto a direct login page link in an email or SMS. 

Even if you’re an existing customer, some details may not have been collected when you first opened your account. For this reason, we may contact you from time to time to confirm or update your information, even if nothing has changed.

Yes, all Australian banks must meet Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) requirements and have their own processes in place to identify their customers.

Much of the information we hold about you will be stored electronically in secure data centres located in Australia. We also store information in other Westpac Group secure data centres or the data centres of our contracted service providers (including cloud storage providers), and some of these data centres may be located outside Australia.

We use a range of physical, electronic and other security measures to protect the security, confidentiality and integrity of the personal information we hold both in Australia and overseas.

For more information, please go to our Privacy Statement.

St.George takes the protection of its customer information and confidential information very seriously. We have rigorous security measures in place that protect the privacy and confidentiality of our customers, including industry best practice security and fraud detection techniques. We also constantly monitor the environment for emerging cyber threats, security issues and potential vulnerabilities across the Westpac Group.

We understand you need time to provide your details and we will provide this. However, if you do not provide the required details within the requested timeframe, we may restrict your account until you confirm that your details are still correct and complete. 

If you need assistance to complete this request or your account has been restricted, the team may be able to help remove the restriction. Call 1300 360 766 within Australia or +61 2 9155 7522 from overseas (charges may apply), 8am-7pm Sydney time, Monday to Friday.

We’re required to collect the following information from all customers. You may be asked to confirm, update, or provide any missing details. If visiting a branch please bring ONE Primary Photographic Identification Document or ONE Primary Non-Photographic Identification Document and ONE Secondary Identification Document, with at least one form of identification containing date of birth details. For all forms of valid identification see the guide on the ID Secure webpage in the What you need to do section.

Identification document examples:

• Australian Passport (current or expired within the last 2 years)
• Foreign Passport (must be current and linked to a valid Australian visa) which contains either a signature OR a unique identifier of the person)
• Australian driver licence/learner’s permit or foreign driver licence (with photo and full name)
• Australian birth certificate

The information we collect includes:

• Name
• Date of Birth
• Address
• Phone
• Email
• ID Doc 1 (eg. Valid Aust driver licence)
• ID Doc 2 (eg. Valid Passport, Birth certificate, Medicare) 
• Employment type (eg. full time, part time)
• Occupation category (eg. Finance, Mining)
• Occupation (eg. Sales, Nursing)
• Sources of income (eg. Salary, pension)
• Source of wealth (eg. Long term savings, Inheritance, rental property)
• Purpose of business relationship (eg. Savings, everyday transaction account)
• Tax residency country (eg. US citizen)
• Foreign tax number (applicable if you are taxed by foreign country)

Yes, your Power of Attorney can complete this on your behalf by either visiting a branch with original documents or certified versions of the documents; or if you have been provided a form they can complete the form on your behalf, including certified versions of the documents and mail it to address noted on the form.

Please ensure you have registered your Power of Attorney with St.George before your Power of Attorney attends the branch to act on your behalf. For full instructions on how to register your Power of Attorney with St.George please visit our Power of Attorney page.

We must understand the funds that our customers have with us and the source of their wealth.

Source of Funds refers to how and where the customer obtained the funds for a specific transaction. For example, this could be your salary/wages or pension.

Source of Wealth refers to where the customer’s wealth and assets came from – not just what is involved in a transaction of business relationship. For example, this could be an inheritance, employment income or investment earnings.

The account holder/s who are required to update their details will receive communications from us advising the steps they must take. If any party fails to complete the process within the timeframe specified, all account holders will be restricted from accessing any joint accounts.

In most cases we have the information and we’re asking you to confirm the details we have are correct and current. In other cases, certain details we need may not have been requested or collected at the time you opened your account, so we will need to collect this information from you.

We will never ask you to reply to an email to confirm or update your details. We will never send an email or SMS with a link that directly goes to our sign in page or to pages that ask you to enter personal or financial information. The instructions from us will always require you to sign in to your Internet Banking or the St.George App or visit your nearest branch. This assists to ensure your details remain safe. 

If you're concerned, unsure or just want help, you can also visit your nearest branch or call us on 1300 360 766 within Australia or +61 2 9155 7522 from overseas (charges may apply), 8am-7pm Sydney time, Monday to Friday. To learn more about how to spot a scam, search "Security" on the St.George website.

You can complete the request online or via the St.George App. 

For help on how to download the App visit: stgeorge.com.au/online-services/mobile-banking 

For help on how to register for Internet Banking visit: stgeorge.com.au/online-services/internet-banking

You can complete this request via your St.George App with a working Australian mobile number if you have global roaming activated to receive One Time Password (OTP) - visit St.George ID Secure.

You can also complete the request by sending the completed form and certified copies of your ID (do not send original documents) from your registered email address to kycidsecurestg@stgeorge.com.au 

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Alternatively, within Australia you can post to: ID Secure team, Reply Paid 91348, Sydney NSW 2001

If overseas, post to: ID Secure team, GPO Box 1806, Sydney NSW 2001, Australia

If you need help, call 1300 360 766 within Australia or +61 2 9155 7522 from overseas (charges may apply), 8am-7pm (AEST/AEDT), Monday to Friday.

Identity theft is when someone gets enough of your personal information to steal your identity for personal or financial gain. Lost personal information also leaves you more susceptible to future scams or fraud, as stolen personal information is often sold illegally. By providing your details, it will be easier for us to contact you if we notice unusual activities on your accounts. 

For more information on how to stay safe, check out the information and tools available to you.