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ANZ Plus App T&Cs

03 April 2024

The ANZ Plus App T&Cs

These are the terms that apply to the ANZ Plus App.

When you download the ANZ Plus App and use it, a contract is made between you and us on these terms. We call the terms of the contract the ANZ Plus App T&Cs.

The ANZ Plus App and the ANZ Plus App T&Cs can change. Read 'Things can change…'.

The ANZ Plus App T&Cs are important. You should read them.

ANZ Plus is digital first

You'll need to do and have some things

Downloading, accessing and using the ANZ Plus App

The ANZ Plus App can be downloaded from the Australian Apple App Store or the Australian Google Play Store. We may make the ANZ Plus app available on an app store outside Australia for the convenience of eligible ANZ Plus customers.

The ANZ Plus App will be governed by the rules of the Apple App Store or the Google Play Store (as applicable).

Things you'll need

To download, access and use the ANZ Plus App you'll need:

  • internet access
  • an Australian mobile number that is not connected to an existing ANZ Plus Digital ID and
  • a mobile phone with an operating system that meets the minimum requirements we set from time to time.

You must also register your mobile phone with us and choose an Access PIN.

Because ANZ Plus is digital, you agree that we'll generally communicate with you electronically and where we do paper copies may not be available. You must access the ANZ Plus App regularly to check for any important notices or updates.

If you change your mobile phone

We use your mobile phone to create your unique ANZ Plus Digital ID.

If you get a new mobile phone, you will need to de-register your old mobile phone and register your new mobile phone.

Keep up to date 

We'll make changes and updates to the ANZ Plus App from time to time – like making improvements or adding new features or products and services.

You must keep both your mobile phone's operating system and the ANZ Plus App up to date. If possible, we recommend turning on automatic app updates in your mobile phone settings.

We may require you to update the ANZ Plus App or switch to a new app to continue to access products and services (and your money). If you don't, we can stop allowing you to access or use the ANZ Plus App.

This is important! 

It's your responsibility to make sure you always have and do the things set out in, and comply with, the ANZ Plus App T&Cs.

You may not be able to access or use the ANZ Plus App or products and services (or your money) if you don't.

Stay safe and secure!

It's your responsibility to keep your mobile phone, internet access and ANZ Plus App secure, including your Access PIN.

You must:

  • choose a complex Access PIN. The PIN must not be your birthdate or be a recognisable part of your name or include sequential or repetitive numbers
  • keep your Access PIN secret - don't tell anyone what it is and don't store it on or with your mobile phone unless you can reasonably protect it
  • keep your mobile phone and Access PIN safe
  • keep your personal information and ANZ Plus account information correct and up-to-date
  • not allow anyone else to access or use your ANZ Plus Digital ID or the ANZ Plus App
  • not store the Biometric Identifier of any other person on your mobile phone for identity authentication purposes relating to the ANZ Plus App or any product or service accessed on the ANZ Plus App – like Face ID or Touch ID and
  • delete the ANZ Plus App before you sell, lend or get rid of your mobile phone. Read 'How to contact us'.

If you know or suspect that the ANZ Plus App has been accessed by someone else, you must tell us straight away.

Face ID and other facial recognition

Face ID is a Biometric Identifier that analyses facial features. If the mobile phone or device you use to access the ANZ Plus App has Face ID or similar facial recognition technology then there is a risk that certain people may be able to access your mobile phone or device because Face ID or the other facial recognition technology thinks that they are you. This is more likely to occur:

  • if you have a twin or sibling that looks like you; or
  • amongst children under the age of 13, because their distinct facial features may not have fully developed.

You can avoid this risk by using a PIN instead of a Biometric Identifier to access your mobile phone or device.

About use

Your right to use the ANZ Plus App

You have a limited right to use the ANZ Plus App to access products and services, and any third party products and services, available on or via the ANZ Plus App from time to time and in accordance with the ANZ Plus App T&Cs and the terms that apply to those products and services (only). Nothing in these ANZ Plus App T&Cs is intended to give you any other right, title or interest in those products or services.

The ANZ Plus App is provided to you by us. We are responsible to you for it, even where you download it from Apple or Google. Apple and Google aren't responsible for it. These words apply for their benefit.

If you have any queries or issues (including any legal issues) about the ANZ Plus App, you must contact us, not Apple or Google.

You also agree that we (and Apple or Google or any third party who you may connect or interact with on or via the ANZ Plus App) may collect and store information relating to your mobile phone – like network type and carrier name, device type and model, operating system, screen resolution and the location of your mobile phone. In some cases, the IP address is collected to determine the location of your mobile phone, but is then deleted and not stored. If you don't consent to the collection of this information, you must stop using the ANZ Plus App and delete it. Read 'Stopping & Deleting'.

Partner Add-Ons

Where a third party provides you with any Third Party Products or Services, that third party is responsible to you for those Third Party Products or Services. You may be asked to agree to the terms and conditions of the third party before accessing its Third Party Products or Services. Those terms and conditions will govern your relationship with the third party (including in respect of any information they collect from you while you are using the relevant Partner Add-On). We are not responsible for any Third Party Products or Services nor the accuracy of any information a third party gives you on or via a Partner Add-On.

If you agree to access any Third Party Products or Services, that third party provider will know that you are an ANZ Plus customer.

By connecting you with these third parties, we do not arrange for you to receive any form of banking service or financial service from the third party.

If you have any queries or issues about any Third Party Products or Services (or the collection of your personal information by) these third parties on or via the ANZ Plus App, you should contact the third party responsible for those Third Party Products or Services, not us.

Acceptable Use

You must not alter the ANZ Plus App in any way, including:

  • manipulating the ANZ Plus App to alter your access
  • reverse engineering the ANZ Plus App
  • interfering with the operation of the ANZ Plus App
  • removing or altering any notice contained in the ANZ Plus App or
  • using any data mining or extraction tools in connection with the ANZ Plus App.

You must not use the ANZ Plus App to do anything that is, or we reasonably think is, illegal, unethical, abusive or inappropriate, or let someone else do this.

You agree that you have the right to upload any images and other information or material that you upload to the ANZ Plus App, or give to us any other way, and that such images and other information or material:

  • are not offensive, illegal, unethical or inappropriate in any way and
  • don't and won't infringe any intellectual property rights or other rights of any person.

We can remove any images or other information or material you upload or otherwise give to us if we think it doesn't comply with this clause or these ANZ Plus App T&Cs.

Not always available

Upgrades, outages and more

There might be times when you won't be able to access or use the ANZ Plus App or products and services (or your money) – like if we do maintenance or upgrades or if there is an outage.

We'll generally try to tell you about scheduled maintenance and upgrades before they happen and do them at a time that we think is less busy and inconvenient.

The availability of the ANZ Plus App is also dependent on the reliability and availability of third party providers – like the software and network providers that enable you to access the ANZ Plus App.

You agree to this. Subject to any right or remedy which cannot be excluded, restricted or modified under law, we aren't responsible if the ANZ Plus App isn't available and it affects you (unless it's because of our breach of these ANZ Plus App T&Cs, our negligence, fraud or wilful misconduct).

Stopping & deleting

Stopping access or use

When we can suspend, block access and use of the ANZ Plus App

We can suspend, block or close your access or use of the ANZ Plus App without telling you if:

  • you owe us money and you haven't paid us  after receiving a request from us asking you to
  • we're required to by law, court order or a direction of a regulator
  • you access the ANZ Plus App from a Prohibited Jurisdiction
  • we think there is a Regulatory Risk
  • we reasonably think the ANZ Plus App is being used fraudulently or illegally
  • we reasonably think that you haven't complied with the ANZ Plus App T&Cs in a material way
  • you don't give us information that we reasonably ask for
  • any of the reasons that would let us close an account or stop providing you any products or services without telling you in advance apply
  • we reasonably think you are using any account you have with us or the ANZ Plus App to engage in financial or other abuse, unlawful behaviour or to engage in offensive, threatening, defamatory, harassing or controlling behaviour or
  • we think it's reasonably necessary in our legitimate business interests.

We can block or suspend your access or use of the ANZ Plus App if you notify us that your mobile phone has been lost or stolen or you suspect fraudulent activity.

You can contact us if we do this. 

You can stop or delete

You can stop accessing or using the ANZ Plus App or delete it any time. You should first think about what happens to any products or services (including any third party products and services) that you access or use through the ANZ Plus App in case you need to do something. This is because deleting the ANZ Plus App won’t terminate those products or services, or end your obligation to make repayments if you owe us money, and you might not be able to access those products or services (or your money) another way.

Privacy & your information

Privacy

We will collect, store, use and disclose information about you. Our ANZ Plus App Privacy Statement that you received when you first opened the ANZ Plus App sets out when and how we do this. You should read it. Some of the important things that it explains are:

  • the types of information we collect about you
  • what we use your personal information for, which includes providing the products and services to you and for marketing and analytics purposes and
  • the third parties we may share your information with (including that some third parties are located in the US and other overseas countries).

You agree that we may collect, store, use and disclose biometric information about how you use your mobile phone or other device and the ANZ Plus App (such as how you type, click, scroll and swipe) to help prevent fraud.

We may update our ANZ Plus App Privacy Statement if we store, use and disclose information about you in a new way or for a new purpose. Or we might ask you for permission instead.

Curious? You should also read our Privacy Policy on the ANZ Privacy website. It tells you more about our privacy practices, including how you can raise concerns – like if you think we have not complied with the privacy laws that apply – and how we'll respond. Privacy laws are any laws that relate to how ANZ must protect and handle an individual's personal information.

You must tell us…

About changes

You must tell us if you change your name by contacting a Coach using the In-App Messaging feature (read 'How to contact us').

You must tell us if you change any of your contact details by updating them in the ANZ Plus App (or by contacting a Coach using the In-App Messaging feature if this is not possible).

You must do these things regardless of whether you give us this information in any other way – like in connection with another product or service that you have with us outside the ANZ Plus App.

If we ask, you must provide us information we reasonably ask for to verify the change.

If we ask for information

Sometimes we might ask for information from you – like if the AML laws require us to collect information or if we need further information to confirm your identity, communicate with you, or provide the ANZ Plus products and services to you.

If we ask, you must provide us with information we reasonably ask for (otherwise we may block, suspend or restrict access or use of the ANZ Plus App).

Things can change…

Changes to the ANZ Plus App

We can change the ANZ Plus App – like changing, adding or removing features, products and services and updating it – without your consent.

Changes to the ANZ Plus App T&Cs

We can change the ANZ Plus App T&Cs (including documents and things referred to in them) without your consent.

We don’t have to tell you about a change to the ANZ Plus App T&Cs before we make it where we think the change is needed to immediately restore or maintain the security of our banking processes and systems, products or services or the ANZ Plus App. We'll tell you about these changes after we make them.

We'll tell you about any other type of change:

  • that we reasonably consider is unfavourable to you, like adding a fee or a charge - at least 30 days before we make the change. We may give you less notice if it is reasonably necessary to manage a material and immediate risk or
  • that we reasonably consider has a positive or neutral effect on you - no later than the day we make the change.

We'll tell you in one of the ways set out in 'How we'll contact you'.

You can stop accessing or using the ANZ Plus App or delete it if you don't like a change we make. You may not be able to access products and services (or your money) if you do this. Read 'You can stop or delete'.

Getting in touch

How to contact us

The best way to reach us is by contacting a Coach via the ANZ Plus App, or if you don't have access to the ANZ Plus App, by checking out the ANZ Plus website. Coaches are available from 9am-5pm, Monday to Friday, Melbourne time, excluding national public holidays.

You can also contact us on +61 (03) 4050 9272 if both your ANZ Plus Visa Debit card and phone are lost or stolen. 

Read 'Complaints?' for ways to contact us to give feedback or make complaints.

How we'll contact you

We may contact you and tell you about things by:

  • making notifications or sending messages in the ANZ Plus App (in which case, you're taken to have received it the day we send it or make it available on the ANZ Plus App) or
  • mobile phone, email, text or push notification (in which case, you're taken to have received it on the day we send the notification to your mobile number, email address or via the ANZ Plus App).

You agree that we can do this. We'll let you know if we introduce a new feature which allows you to receive more information from us electronically.

We rely on the information you give us via the ANZ Plus App to contact you, so you must keep it up to date (regardless of whether you give us the information another way – like in connection with another product or service that you have with us outside of the ANZ Plus App).

Complaints?

We want your feedback 

While we strive to get things right and present accurate information in the ANZ Plus App, we can’t guarantee its accuracy or that the ANZ Plus App will work perfectly all the time. Neither ANZ nor any of its group companies makes any representation or warranty regarding the completeness or accuracy of the information on or accessible via the ANZ Plus app.

If you have a complaint, please contact us first and we'll try to fix the problem.

Information about ways to make a complaint can be found on the ANZ Plus App and the ANZ Plus website.

These include:

  • contacting a Coach using the In-App Messaging feature 
  • completing an online form on the ANZ Plus website
  • National Relay Service: 133 677

The Australian Financial Complaints Authority (or AFCA) provides an independent financial services complaint resolution that is free to consumers. If an issue isn't resolved to your satisfaction, you can lodge a complaint with them:

Website: www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 

Other terms

Insights

The ANZ Plus App has features that use transaction data to provide you with insights. They’re for general informational purposes only and are not intended to be financial, accounting or other professional advice, so you should check them, because they may or may not be right.

Scam Safe

The ANZ Plus App may have features that aim to help protect you against scam activity, but the features have limitations and can’t always protect you from scammers. This means it’s also your responsibility to protect your money by ensuring transactions you make are legitimate. If it doesn’t seem right, it probably isn’t, and we may not be able to recover losses as a result of scam activity.

Predictions

The ANZ Plus App has features where we may predict things – like upcoming expenses or how much you might spend or save if something happens. They're just predictions so you should check them, because they may or may not be right.

ePayments Code and Banking Code of Practice

We'll comply with the ePayments Code. We are bound by the Banking Code of Practice. Relevant provisions of the Banking Code of Practice apply when we provide you with products and services through the ANZ Plus App.

The products and services available on the ANZ Plus App may have terms that tell you when and how you can make payments using the ANZ Plus App, and what to do if you make a payment by mistake or if a payment has not been authorised by you. When they apply to you, we will comply with those terms as if they were included in these ANZ Plus App T&Cs too.

Dealings

You must get our consent before you deal with, or create or allow an interest in the ANZ Plus App, the ANZ Plus App T&Cs or our contract to arise.

We don't need your consent before we deal with or create or allow an interest in the ANZ Plus App T&Cs or our contract to arise and we don't have to tell you if we do. You can't claim any right of set-off or other rights against any transferee or other person who gets an interest in them from us.

You act on your own behalf

You agree that you're acting on your own behalf, unless you have told us you're a trustee or are acting on behalf of someone else.

The law that governs our contract

The law of Victoria governs the ANZ Plus App T&Cs and the contract.

You agree that any court with official power to make legal decisions and judgements in Victoria can hear proceedings in relation to our contract.

The limitations and exclusions on each party's liability in these ANZ Plus App T&Cs are made to the full extent permitted by law.  Nothing in the ANZ Plus App T&Cs excludes any right or remedy which cannot be excluded, restricted or modified under law.

What some words mean

Words that have a special meaning

Some words have a special meaning when they're used in the ANZ Plus App T&Cs:

Access PIN is a personal identification number that is used to access the ANZ Plus App.

Add-On means the functionality (including all content) contained within an experience provided by ANZ or third-party partners of ANZ and installed via the Add-Ons Library.

Add-Ons Library is a collection of Add-Ons that you can install to customise your ANZ Plus App experience.

AML laws is any Australian or foreign law that relates to money laundering and counter-terrorism or sanctions.

ANZ is us! We’re Australia and New Zealand Banking Group Limited (ABN 11 005 357 522) Australian Financial Services Licence Number 234527.

ANZ Plus is a digital banking platform provided by ANZ.

ANZ Plus Digital ID is the unique token we create for you when you register your mobile phone with us.

ANZ Plus website is the 'ANZ Plus' part of our website, www.anz.com.au or other website we tell you.

ANZ Privacy website means www.anz.com/privacy or other website we tell you.

Apple is Apple Inc.

Banking Code of Practice is the relevant version of the code with that name published by the Australian Banking Association that applies to us (or, if it's replaced, it means its replacement).

Biometric Identifier includes fingerprint, faceprint or similar biometric identifier.

Coach is an ANZ Plus Coach. Read 'How to contact us' in 'Getting in touch'.

ePayments Code is the relevant version of the code with that name published by ASIC that applies to us (or, if it's replaced, it means its replacement).

Face ID is a trademark of Apple Inc.

Google means Google Asia Pacific Pte Ltd.

Partner Add-On means an Add-On provided and managed by a third-party partner of ANZ.

Policies are our anti-money laundering and counter-terrorism and sanctions policies and can change from time to time. E.g. the policies require that we generally don't enter into or remain involved in transactions that have any connection to certain countries or have any connection with some sectors of the economy in some jurisdictions. A summary of our Policies is available on anz.com.au.

Prohibited Jurisdiction is a country or region identified in our Policies.

Regulatory Risk refers to a circumstance where we reasonably consider or suspect that providing the ANZ Plus App or providing a product or service via it to you may cause us to break any law or regulation (or regulatory guidance), involve a Sanctioned Person, involve the proceeds of unlawful conduct or be inconsistent with or prohibited by our Policies.

Sanctioned Person is a person (natural, corporate or governmental) that is itself sanctioned or is connected to any person that is sanctioned under economic and trade sanctions imposed by the United Nations, the European Union or any country.

Third Party Products or Services means any products or services provided to you on or via a Partner Add-On.

Touch ID is a trademark of Apple Inc.

We / us / our is us! We're ANZ.

You is you! The person who downloaded the ANZ Plus App. It also means any authorised user of your ANZ Plus App.