Suncorp Bank Customer Identification and Verification
Help us protect your account and meet our Know Your Customer regulatory obligations by ensuring your information is complete and accurate.
Contact our Customer Identification team
Contact our Customer Identification team
Why is Suncorp Bank contacting me?
From time to time, Suncorp Bank reaches out to our customers to confirm identity details and ensure information is current and accurate.
By confirming your identity details, we keep your accounts details up-to-date.
If we have contacted you, you will need to confirm your identity details.
What happens if I don’t confirm my details?
During this customer identification and verification process, we will make multiple attempts to contact you via postal letters, email and phone calls. If you need any assistance with providing the information requested, please call us at 1300 356 652, 07 3135 3152 or +617 3135 3152 (overseas callers).
If you don’t confirm your identity details or respond to our request, we may need to restrict access to your accounts, including joint accounts. This might mean that you will not be able to withdraw or send money from these accounts.
Why is Suncorp Bank contacting me?
From time to time, Suncorp Bank reaches out to our customers to confirm identity details and ensure information is current and accurate.
By confirming your identity details, we keep your accounts details up-to-date.
If we have contacted you, you will need to confirm your identity details.
What happens if I don’t confirm my details?
During this customer identification and verification process, we will make multiple attempts to contact you via postal letters, email and phone calls. If you need any assistance with providing the information requested, please call us at 1300 356 652, 07 3135 3152 or +617 3135 3152 (overseas callers).
If you don’t confirm your identity details or respond to our request, we may need to restrict access to your accounts, including joint accounts. This might mean that you will not be able to withdraw or send money from these accounts.
How do I know it’s Suncorp Bank contacting me?
What do I need to do?
Follow these steps after the Customer Identification Team contacts you.
Frequently Asked Questions
I have previously provided information and documents for identity purposes. Why am I still being contacted by the Customer identification Team
If the information you’ve provided has been deemed incorrect or incomplete, the Customer Identification Team will contact you again. If you have any further questions, please call the customer identification team on 1300 356 652, 07 3135 3152 or +61 7 3135 3152 (overseas callers).
What is needed from me?
If your circumstances change (e.g. change in business address, change in Beneficial Ownership, etc.), we recommend that you contact us to update your account details so that they are complete, current, and accurate.
From time to time, as part of our ongoing regulatory obligations, we will proactively contact our customers to ensure customer and signatory information is up to date. If you have received written communications from us, it is important that you read the request and contact us as soon as possible to update your account information.
The information you need to provide will be outlined in the written communication we sent you via letter and/or email, information could include (but is not limited to):
- Personal Identity (Name, Age, Date of birth)
- Personal & Business Address
- Related parties (Verified Trustee, Senior Managing Official, Treasurers, etc.)
- Beneficial owner information (if non-individual entity)
- Registered Business address
How do I update my information?
To help facilitate an efficient identification and verification process, we recommended that you read the written communication that you have received and prepare the information before you get in touch with us via one of the following options:
- You can email our dedicated inbox at customerID.check@suncorpbank.com.au
- Call the Customer Identification Team on 1300 356 652, 07 3135 3152 or +61 7 3135 3152 (overseas callers). Our team is available from 8am-5:30pm AEST Monday to Friday.
- Visit one of our branches.
- Call your Relationship Manager (if applicable)
Remember to include your reference number (this can be found in the written communications that you have received) in all communications to us.
How will I be contacted, and how do I know it’s not a scam?
Requests for identification and verification will come from our Customer Identification Team via the following channels:
- Postal letters
- Emails via this email address: SuncorpBankNotifications@communications.suncorp.com.au
- Outbound telephone calls via this phone number: 07 3135 3152
If you think something is suspicious or want to confirm it’s Suncorp Bank contacting you, call the Customer Identification Team on 1300 356 652, 07 3135 3152, or +61 7 3135 3152 (overseas callers).
Do I have to certify my documents?
If you have opted to send your documents electronically, the documents must be certified by authorised individuals (refer to Suncorp certification instruction sheet (PDF)). Unfortunately, if the documents you have sent us have not been certified, we will not be able to process the required documents until you do so.
If you would like to visit a branch instead, you will only need to bring along a photo ID and the original copies of the required documentation.
Who can provide verification documents?
In accordance with our regulatory obligations that keep your account safe and protect you from fraud, only customers that are authorised by the non-individual account can provide the required information.
If you or relevant authorised peoples are not able to provide the required information, please call our contact centre at 1300 356 652, 07 3135 3152 or +61 7 3135 3152 (overseas callers).
Suncorp Bank will only accept documents certified by an Acceptable Certifier within the last 90 days.
Can I send certified documents by post?
We do not accept documents by post.
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