What is NAB Identity Protect?

NAB Identity Protect is our specialised team that contacts customers to perform identity verification and helps us meet our obligations under anti-money laundering regulation.

We take protecting you and your accounts very seriously. That’s why we contact our customers as soon as possible to verify their identity.

Read on for more information about how we’ll contact you, why we need to identify you, how to check if contact from us is legitimate and how you can help us verify your identity.

How we’ll contact you

We’ll contact you by letter, phone, email or SMS.

If you're unsure whether the email or SMS you've received is genuine and want to confirm the communication is legitimate, you can:

If you have received an email or SMS you believe is suspicious and the contact details are not listed on our website, you should report it to us and then delete it.  

Learn how to report suspicious messages

How to contact us

If you need to contact us, check your letter or email from NAB Identity Protect to ensure you’re connected with the right team as there are a few specialised teams in our NAB Identity Protect program.  

Each team has their own dedicated phone number and email address and are available Monday to Friday, 9:00am to 5:00pm AEST/AEDT.

Make sure to quote your reference number to help the NAB Identity Protect team with your details.

Emails received from nab@updates.nab.com.au may be unrelated to NAB Identity Protect and may be related to other areas of NAB. If you receive an email from this address, please follow the contact instructions advised in your communication and do not reply to the email directly.

Our phone numbers and email addresses

You may have been contacted by us from one of the phone numbers or emails listed in the following table. We may also ask you to contact us on one of these numbers.

Phone Numbers                Email
N/A nab@banking.nab.com.au

Within Australia: 
1300 561 966

From overseas: 
+61 3 8903 9943

info.identityprotect@nab.com.au

Within Australia: 
1300 031 123

From overseas: 
+61 3 8903 9924

info.identityprotect@nab.com.au

Within Australia: 
1300 571 771

From overseas: 
+61 3 8903 9944

docs.identityprotect@nab.com.au

Within Australia: 
1300 452 293

From overseas: 
+61 3 8903 9945

customer.review@nab.com.au

Within Australia: 
1300 565 254

From overseas: 
+61 3 8903 9945

support.identityprotect@nab.com.au

Within Australia: 
1300 565 254

From overseas: 
+61 3 8903 9945

contact.identityprotect@nab.com.au

Within Australia: 
1300 290 995

From overseas: 
+61 3 8903 9905

admin.identityprotect@nab.com.au

Within Australia: 
1300 290 224

From overseas: 
+61 3 8903 9904

help.identityprotect@nab.com.au

Within Australia: 
1300 410 788

From overseas: 
+61 3 8903 9930

help.identityprotect@nab.com.au

Within Australia: 
1300 031 127

From overseas: 
+61 3 8903 9925

docs.identityprotect@nab.com.au

Within Australia: 
1300 250 321

From overseas: 
+61 3 8903 9926

team.identityprotect@nab.com.au

Within Australia: 
1300 431 677

From overseas: 
+61 3 8903 9997

nab.remediation@nab.com.au

Within Australia: 
1300 431 726

From overseas: 
+61 3 9322 6671

service.identityprotect@nab.com.au

Within Australia: 
1300 431 726

From overseas: 
+61 3 9322 6671

assist.identityprotect@nab.com.au

Within Australia: 
1300 144 661

From overseas:
+61 3 8903 9943

identityprotect@nab.com.au

Within Australia: 
1300 377 178

From overseas:
+61 2 8908 6184

care.identityprotect@nab.com.au

Within Australia: 
1300 383 819

From overseas:
+61 3 9322 6485

secure.identityprotect@nab.com.au

Within Australia:
1300 156 553

From overseas:
+61 3 9322 6433

specialised.identityprotect@nab.com.au

Why we need to regularly verify your identity

We contact customers as part of our review process to ensure we have the most correct and up to date customer identity data. This data includes both personal details as well as company details.

We’re required to do this to comply with the Anti Money Laundering and Counter Terrorist Financing Act 2006 and the Anti-Money Laundering and Counter-Terrorism Financing Rules Instrument 2007. 

Anti-money laundering regulations have strengthened protections against financial crime. Every bank is legally required to routinely verify that the customer information held is up to date.

There’s a growing trend for all banks to undertake increased levels of identity compliance given regulators updated risk assessments. 

Even if you have a closed account or are connected to an account as a signatory, Beneficial Owner, director or joint account holder on an existing account, we may still need to verify your identity.

Learn more about AML/CTF legislation, opens in new window

How to verify your identity

To prevent your account from being suspended, follow the instructions in the communication we sent you to verify your identity. If your account is suspended, you will need to verify your identity to have the suspension lifted.

If you think you’ll be unable to verify your identity by the required timeframe, please contact us to discuss your circumstances and avoid possible disruption to your account.

You can verify your identity using your Australian driver’s licence or passport in one of the following ways. 

  • Use the latest version of the NAB app on your mobile device and follow the prompts 
  • Go to nab.com.au/verify on your mobile device and enter your unique token found in your letter. 
  • Call 1300 561 966 Monday to Friday, 9:00am to 8:00pm AEST and Saturday 9:00am to 5:00pm AEST.
  • For company accounts, verify your identity via email, or in person at a NAB branch.    

Minors under the age of 16 cannot verify via QR code or the NAB app.​ 

  • Where we ask for a certified copy of a document, we mean a copy of a document that has been confirmed as a 'true and accurate' copy of the original.  

    Certification can be done by any of the Approved Certifiers in the Certified ID Guide (PDF, 157KB), opens in new window. Most customers will use registered accountants or lawyers.

    If you're unable to get your documents certified, you can bring your original documents into a branch. The branch will take a copy and forward them to the NAB Identity Protect team for review.

    Learn more about documentation in our Certified ID Guide (PDF, 157KB), opens in new window

    You can also take your identification documents to your nearest branch if:

    • you don’t have a driver’s licence
    • you don’t have an Australian passport
    • you’re a minor
    • you don’t feel comfortable verifying your ID online.
  • If you have a banking relationship manager, they can work with you to help verify your identity.

    Please note, if you have changes to your Full Legal Name or particular company details, your banking relationship manager will need to help you gather the appropriate documentation.

  • We’re committed to taking extra care with customers who are experiencing vulnerability. We may become aware of your circumstances only if you tell us about them.

    If you’re experiencing an unplanned life event or vulnerability that impacts your ability to complete your re-verification, or you need an interpreter, contact our NAB Assist Customer Support Hub on 1300 308 175

    Learn how we can support you if you’re experiencing vulnerability

Trust and business verification

To meet our regulatory obligations, we’re required to confirm trust details and organisation ownership information.

We are required to identify any individual who directly or indirectly owns 25% or more of the trust or organisation via shares or voting rights (Beneficial Owners). We may need you to provide supporting documents to verify the position of these individuals, including a certified trust deed, a certified Share Certificate or a letter of attestation from a registered accountant or lawyer. 

  • You can provide trust deeds and other business documents to the NAB Identity Protect team by:

    • Emailing certified copies of your documents with your customer reference number to contact.identityprotect@nab.com.au.
    • Visiting a branch, either with your original documents or certified copies of your documents.

    When providing documents, it’s important to include your full name and the reference number provided in the letter or email we sent you.

    Emailing certified trust deeds and other business documents

    To provide your certified documents by email, we must receive your certified identification document from the certifier via one of two options, each of which includes a clear author trail. (Our regulatory obligations don’t allow us to accept a digital copy of the certified documents without this trail):

    1. Have the certifier email us directly from their professional email address with the certified, digital copy of your original document, your name and customer reference number. Or
    2. Have the certifier email you, and you can forward the certifier’s email to us with your customer reference number.

    Include your name and customer reference number before sending them to contact.identityprotect@nab.com.au.

    Who can certify copies of your documents?

    It’s important that your copies meet all the certification requirements. These include being certified only by an authorised certifier. You’ll find more information on who can certify copies of your documents in the Certified ID Guide (PDF, 157KB), opens in new window.

    Providing your documents in branch

    To provide your identification in branch, you can either:

     To find your nearest branch, visit nab.com.au/locations.

    Who can provide verification documents?

    To meet our regulatory obligations, only the following roles are able to provide updated information for each of the following organisations:

    • For companies: a Director, Company Secretary, Beneficial Owner or a Senior Managing Official.
    • For trusts: a Trustee, a Beneficial Owner or a Senior Managing Official
    • For partnerships: A Partner, Beneficial Owner or a Senior Managing Official
    • For associations and registered cooperatives: An office bearer (Chairman/President, Secretary, Treasurer, or equivalent), Beneficial Owner or a Senior Managing Official
    • For a sole trader: the individual Sole Trader
    • For government bodies: A Beneficial Owner (if foreign government body), Senior Managing Official, or office bearer or executive board member, including (but not limited to) CEO, Chairman or President, Secretary, Treasurer, or equivalent.

    An authorised delegate or agent for an organisation can also provide updated information.

    To meet our regulatory obligations, we may contact other individuals or companies who are associated with your accounts to verify their identity.

  • What is a Beneficial Owner (BO)?

    Whether directly or indirectly, a Beneficial Owner is any person who controls 25% or more of an organisation.

    If there is no Beneficial Owner, then a Senior Managing Official will need to be nominated.

    What is a Senior Managing Official (SMO)?

    A Senior Managing official (SMO) is an individual who makes (or assists in making) decisions that affect the business in a substantial way.

    An SMO is usually the CEO or managing director, who controls the organisation through their role and makes financial and operating policy decisions.

    This person will be identified in lieu of a Beneficial Owner and will need to provide their name, address, date of birth and required personal identification documents to be checked.

    How to nominate a Senior Managing Official?

    If a Beneficial Owner cannot be identified as owning 25% or more shares or voting rights in an organisation, then an SMO Nomination Letter may need to be provided to NAB Identity Protect to understand the ownership and control structure.

    The SMO Nomination Letter needs to be completed by a registered accountant or lawyer, confirming there are no individuals who, directly or indirectly, hold 25% or more of the shares or voting rights in the organisation. This letter must also confirm the SMO’s full legal name, date of birth and residential address.  

    The SMO letter doesn’t need to be certified but it must include details of the attesting accountant or lawyer and their firm. Details required include their role, accreditation (e.g. CPA or CA), registration number, address and contact details.

    You can find a copy of the SMO Nomination Letter template (PDF, 785KB), opens in new window here, including detailed instruction for its return.

    Non-beneficially held (NBH) shares

    If an individual holds shares as trustee, executor, nominee or on account of another individual, these shares are shown as non-beneficially held, because the holder is holding the shares for the benefit of someone else.

    An individual, partnership or company who holds shares in their name, on behalf of another individual or entity is called a Nominee Shareholder (NS). The individual or entity that has effective ownership and control of those shares is the Beneficial Owner (BO). 

    You may need to provide information about non-beneficially held shares (NBH) to help us identify their Beneficial Owner(s) which may include:

    • A Share Certificate or Nominee Agreement which details on whose behalf the shares are being held, their address and date of birth.
    • A Trust Deed, including any amending deeds or variations if shares are held on behalf of a trust, that shows the shareholder as a trustee.
    • An attestation from a registered accountant or lawyer with details of the ownership structure and ultimate Beneficial Owner(s). See Attestation of Beneficial Ownership (PDF, 822KB), opens in new window, including detailed instruction for its return.  
  • Checking your trust deed is complete

    When providing your trust deed, check it’s complete with the following:

    • It’s been properly executed, i.e. fully signed and dated.
    • You’ve provided any amendments or variations since the original deed was created, or a letter from a registered accountant/solicitor attesting to any subsequent changes.
    • Where the deed lists trustees, if it lists only their names, then:
      • for individuals, please also provide their full legal name, residential address and date of birth
      • for non-individuals (e.g. a corporate entity, association, partnership), please provide their full legal name, registered address and Government Issued Identification Number (ACN, ARBN or ABN).
    • Where the deed lists beneficiaries, if it lists only their names, then:
      • for individuals, please also provide their full legal name, residential address and date of birth
      • for non-individuals (e.g. a corporate entity, association, partnership), please provide their full legal name, registered address and Government Issued Identification Number (ACN, ARBN or ABN).
    • If your trust has an ABN (Australian Business Number) please also provide this.

    What if you can’t find or access a valid copy of the trust deed?

    If you can’t find or access a valid copy of the trust deed, you may provide an attestation from a registered accountant or lawyer who has already seen an original or certified copy of the trust deed, providing all the current details of the trust.

    This letter doesn’t need to be certified but it must include details of the attesting accountant or lawyer and their firm. Details required include their role, accreditation (e.g. CPA or CA), registration number, address and contact details. Further instructions can be found at the end of this guide.

    You can find a copy of the Attestation of Trust Details (PDF, 601KB), opens in new window here, including detailed instruction for its return. 

  • In some instances, you can provide a letter from a registered accountant or lawyer confirming your organisations ownership/control structure.

    Where there are no individual(s) directly or indirectly holding 25% or more of the shares or voting rights in the organisation, use this template to provide details of the Senior Managing Official of the organisation.

    For complex organisational structures (i.e. where non-beneficially held shares (NBH) or foreign companies exist within the organisation ownership structure), use this template to provide detailed information connecting the organisation to the Ultimate Beneficial Owner or Senior Managing Official.

    To confirm current trust details and/or changes made to a trust structure, use this template.

What happens if you don’t verify your identity

If your identity details have not been verified, to meet our regulatory obligations, we may be required to suspend transactions held in your name, including any joint account(s).

This means you won't be able to withdraw or send money from these accounts, and any recurring or automatic payments (e.g. direct debits) will stop.  

To prevent your account from being suspended, follow the instructions in the communication we sent to verify your identity. This states that suspension may be placed on your account(s) if we do not receive the information to confirm your details. Once the required information is received, suspension will be lifted from your accounts.

If you think you’ll be unable to verify your identity by the required timeframe (e.g. you’re overseas), it’s important for you to contact us to avoid possible disruption to your account. Please contact us to discuss your circumstances.

 Alternatively, if you have a Banking Relationship Manager, they can work with you to verify your identity and assist you in resolving this matter.

If your account has already been suspended or closed, call the number listed on your email or letter and quote your reference number.

More important information

  • You may need to confirm either your business or your own personal tax related information as part of the NAB Identity Protect process. You can complete this by either:

  • How to certify your documents

    If you're overseas, you can get your documents certified by: 

    • An employee of ATIC (Australian Trade and Investment Commission) or an employee of the Commonwealth (e.g., Australian consular officer or Australian diplomatic officer) who has the requisite authority under section 3(c) or (d) of the Consular Fees Act 1955. 
    • A person authorised as a notary public in a foreign country.  
    • A bank or building society officer or a finance company officer with 2 or more continuous years of service (includes acceptable internal banks).  
    • A person who is authorised by law in that foreign country to administer oaths or affirmations, or to authenticate documents.

    If you want to arrange to have documents certified by one of the approved certifiers, please refer to the Certified ID Guide (PDF, 157KB), opens in new window and follow the instructions on information which the certifier needs to include. 

    How to send us your certified documents

    Certified documents should be emailed directly to NAB Identity Protect to the email address contained in your letter or email.

    We need an English version of your document. If it’s in another language, it will need to be translated by an authorised translator and certified by an approved certifier.  
     
    Please see Certified ID Guide (PDF, 157KB), opens in new window to find the list of overseas approved certifiers. 

    Overseas NAB branches are unable to certify identification documents. 

  • A signatory is a person who is either the account owner, or a person authorised by the account owner, to manager or control the account.

    If you’re the account owner, you can make changes to the signatories by:

    • visiting your local branch
    • contacting your Banking Relationship Manager

    If you’re overseas or unable to attend a branch, please call 13 22 65 (overseas +61 3 8641 9083) Monday to Friday, 8.00am to 8.00pm and Saturday to Sunday 9.00am to 6.00pm (AEST/AEDT) for further assistance.

How we protect you and your accounts

We take the privacy and the protection of customer information extremely seriously.

Our systems remain secure following the recent cyber-attacks affecting companies including Optus and Medibank. Our team of experts are continually monitoring accounts and cards 24 hours, 7 days a week to help protect you from suspicious activity. Where necessary, we’ll put extra controls in place to monitor and prevent unauthorised access.

Some of the steps we take to safeguard your information include:​​​​​​​

  • implementing robust confidentiality and data security requirements and periodic mandatory privacy training for our employees
  • ​​​​​​​maintaining appropriate document storage and data security policies
  • taking reasonable steps to ensure access to personal information is only provided to authorised persons
  • ensuring third parties we appoint as our contractors or agents, including those located overseas, meet the NAB Group’s privacy policies and obligations
  • using up-to-date electronic security systems such as firewalls and data encryption to protect our websites and online platforms from potential security breaches.

Learn how we handle your personal information

Learn more about data breach support

Get in touch

If you have any questions or concerns, please contact our local NAB Identity Protect support centre. This team is dedicated to managing our Know Your Customer (KYC) verification.

Call us

1300 561 966 (+61 3 8903 9943 from overseas)

Monday to Friday, 9:00am to 5:00pm AEST/AEDT

Important information