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If you have not yet confirmed your personal information and verified your identity, your account will soon be blocked

It is important that we have up-to-date customer information and have verified the identity of all our account holders. From 1 November 2017, any personal account holders (including joint and minor), who have not had their identity verified, will have their account blocked. Non-verified Business and Trust accounts will be blocked from 15 November 2017.

What does this mean?

If your RaboDirect account is blocked, you will not be able to log in or transfer money into or out of your account. 

You will need to call us and either have your identity successfully verified or ask that your account be closed. If your identity is successfully verified, you will have full access to your account. If you choose to close your account, the remaining balance will be transferred to your nominated account.

Frequently asked questions

Who can I talk to about this review?


We have a dedicated team available to answer any questions you may have. You can call us on 0800 722 615 between 8:00am-5:00pm, Monday to Friday, or email

What if I don't respond to this customer review?


Personal and joint customers
If the account review and identity verification is not complete before 1 November 2017, the account will be blocked until the information is provided. 

Trust and business customers
The review must be completed before 15 November 2017, otherwise the account will be blocked. 

All customers may request their account be closed at any time and have any remaining balance transferred to your nominated account. 

How does electronic verification work?


We validate your details by matching your information against data held by a number of New Zealand data sources.

These include:
– the Department of Internal Affairs
– the NZ Transport Agency
– Land Information New Zealand, and
– a credit reporting agency.

But don’t worry, your information is secure and won’t be used for any other purpose. See our Privacy Statement for more details.

Keep in mind, electronic verification isn’t always successful. Sometimes we are not able to match your information against the data sources and may require a certified identity document.

Why was electronic verification not successful?


Electronic verification attempts to match your details against data held by a number of data sources such as the Department of Internal Affairs, Land Information New Zealand and a credit reporting agency.

An unsuccessful result could be because:

• you are not registered in these databases
• your address is outdated
• there was a spelling error
• the driver licence and/or passport has expired, or
• the driver licence and/or passport number was not valid.

What happens if electronic verification is not successful?


When you have completed your online form, your information may not match against the data source. If this happens we will email you and you will need to send us (by email or post) a certified identity document. 

Click here to download our checklist which shows the identity document options and how to get them certified.

Who can certify identity documents?


Identity documents need to be certified by a trusted referee. This can be one of the following:

• Member of the police
• Justice of the peace
• Registered medical doctor
• Kaumatua
• Registered teacher
• Minister of religion
• Lawyer
• Member of Parliament
• Registered Chartered Accountant
• Notary public
• NZ Honorary Consul

The trusted referee cannot be:

• a person related to the customer, e.g. their parent, child, brother, sister, aunt, uncle or cousin.
• the spouse or partner of the customer.
• a person who lives at the same address as the customer.

When certifying documents, the trusted referee needs to make sure the document:

• is dated
• states that it is a true copy of the original, and includes their name, occupation and signature.

We are unable to accept documentation that was certified more than 3 months ago.