Centre for wealth remediation

We know our mistakes have affected our customers and we’re determined to put things right, which is why we’ve established our centre for wealth remediation.

The centre for wealth remediation is undertaking a series of programs across the NAB Group to refund customers who’ve been affected by our mistakes. To make sure this doesn’t happen again, we’re also strengthening our processes and systems to help us serve our customers better, both now and into the future.

What is remediation?

If we identify an error that impacts our customers, we undertake a process called remediation to ensure we fix our mistakes. Because we’re committed to doing the right thing by our customers, we want to ensure they’re put back in the financial position they would have been in, had the error not occurred. For example, our remediation programs may involve refunding customers’ fees with interest if they were charged incorrect fees or if we didn’t pay the correct super contributions because of an error in our systems.

In some instances, you may be asked to confirm some personal details with us so we can progress our remediation process with you.

How will I know if I’m affected?

We’ll contact you by letter if you’re affected by any of our remediation activities.

We may also contact you by phone to confirm your personal details. As part of this process, you may need to complete an identity check.

If we’re unable to contact you by letter or phone, we may send you an SMS or email.

What information will I need to provide?

As part of this process, we may ask you to confirm your residential address, email, phone number or full name.

However, we will never send you attachments or links to verify your identity. Any email or SMS that contains a link is considered ‘phishing’ and is a scam. Please do not respond or click on any links or attachments that appear to be from NAB.

How to redeem a remediation payment?

We have four different payment forms available so you can access your remediation payments. It will depend on what you need to do as to what form you use. Please read the information carefully before deciding which form is best for you.

If you have any questions about these forms you can contact our local Wealth Remediation Support Centre on 1300 405 562 Monday to Friday, 8am to 6pm (AEST/AEDT) or if you’re calling from overseas +61 3 8372 8588. You can also email us at wealthremediation.enquiries@nab.com.au.

What do you need to do? Wealth Remediation form you need
Move superannuation money from a temporary holding account to another super fund or an SMSF

OR

Move superannuation money from a temporary holding account to another bank account as I’m entitled to access my super.

Wealth Remediation form you need Temporary Holding Account Form (PDF, 178 KB)
Have a payment deposited into an Australian bank account instead of receiving a cheque payment

OR

Redeem a settlement payment as a result of a complaint.

Wealth Remediation form you need Domestic EFT Payment Instruction Form (PDF, 295KB)
Have a non super or investment payment paid directly into a preferred international account. Wealth Remediation form you need International Payment Instruction Form (PDF, 731KB)
Appoint someone I trust to tell you what to do with the payment I’m entitled to/ authorise my nominated Power of Attorney to act on my behalf. Wealth Remediation form you need Wealth Remediation Power of Attorney Guide and Form (PDF, 1MB)

You can return your completed form by email or post.

If you’re emailing the form you’ll need to complete the form online, print, sign and scan the form before emailing it to us at wealthremediation.enquiries@nab.com.au.

If you’re posting the form you’ll need to complete the form online, print, sign and mail the original signed form to one of the following postal addresses.

If posting from Australia:

National Australia Bank Wealth Remediation Support Centre
Reply Paid 91839
ABBOTSFORD
VIC 3067

If posting from overseas:

National Australia Bank Wealth Remediation Support Centre
PO BOX 362
ABBOTSFORD
VIC 3067
Australia

Who do I contact for more information?

If you have any questions or concerns, please contact our NSW-based Wealth Remediation Support Centre at

Phone: 1300 405 562 between 8am and 6pm (AEST/AEDT) Monday to Friday, (+61 3 8372 8588 if you are calling from outside Australia)

Email: wealthremediation.enquiries@nab.com.au.

Mail: PO Box 362 Abbotsford VIC 3067

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