Customer Identification Frequently Asked Questions

Know Your Customer (KYC) is how we collect and verify certain information to confirm your identity. This ensures your account details are complete and accurate.

This customer identification and verification process acts in accordance with regulatory compliance obligations required under Australian AML/CTF laws and rules. To find out more visit the AUSTRAC website.

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).

Suncorp Bank will not:

• Ask you to verbally share a one-time code sent by SMS or generated in the Suncorp Bank Secured App;  

• Tell you to transfer money to another bank or bank account to keep it safe;  

• Ask for your Internet Banking password;

• Read out a full card number during a telephone conversation with you, or ask you to tell us your full card number (or the three-digit code on the back of your card);

• Tell you to reply “Y” to an SMS about a transaction you didn’t perform to ‘reverse a fraudulent transaction’; 

• Ask for remote access to your phone, tablet or computer to assist you with internet banking;

• Request your verbal password when we ring you; 

• Send you a link, and ask you to click on it, to access Internet Banking or update your details with us.

If you are in doubt or think something is suspicious, hang up and call our Customer Identification Team on 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).  Our team is available from 8am-5:30pm AEST Monday to Friday.

Find out more Be Alert to Common Scams | Suncorp Bank

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  

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:

1. You can email our dedicated inbox at customerID.check@suncorpbank.com.au
2. 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. 
3. Visit one of our branches.
4. 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. 

If you would like to verify your identity at a local branch, please bring along a current photo ID. We may still need to contact you separately to verify any submitted information.

Locate your nearest Suncorp Bank branch here.

If you are being asked to provide information when you are overseas, please call us at +61 7 3135 3152. 

If you have provided information and documentation to our Customer Identification Team or banking staff, you will receive further contact to notify you that no further documentation or information is required to comply with KYC requirements or alternatively, if any further action is required from you.

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). 

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. 

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.

We do not accept documents by post. 

During this customer identification and verification process, we will make multiple attempts to contact you via post, 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 +61 7 3135 3152 (overseas callers).

If you don’t confirm your identity details or respond to our request, we may 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.

If you don’t confirm your identity details or respond to our request, we may 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
• any automatic recurring payments will stop, except interest repayments on lending accounts
• you will also be ineligible to open new products

Any restrictions placed on your account will be removed once the required information is provided. Contact our Customer Identification Team at 1300 356 652, 07 3135 3152 or +61 7 3135 3152 (overseas callers). Our team is available from 8am-530pm AEST Monday to Friday.

The best way to contact our team is to call our Customer Identification Team on either 1300 356 652, 07 3135 3152 or +61 7 3135 3152 (overseas callers). 

If you have been unable to speak or take a call, please contact our Customer Identification Team at 1300 356 652, 07 3135 3152 or +61 7 3135 3152 (overseas callers) at your convenience. 

Our team is available from 8am-5:30pm AEST Monday to Friday.

Thank you for leaving a voicemail and we do apologise for not being able to speak with you. We will try to contact you as soon as possible. If you need to speak with us urgently, you can call us again at 1300 356 652, 07 3135 3152 or +61 7 3135 3152 (overseas callers) at another time that is convenient for you.

Please refer to the Our Privacy Policy for more information. 

A Beneficial Owner is any individual who owns or controls (directly or indirectly) the entity. 

OWNS: means 25% or more direct or indirect ownership of the entity.  

CONTROL: Includes exercising control through the capacity to determine decisions about the customers financial and operating policies. 

We will need the full name, date of birth and residential address of all Beneficial Owners. Note: Beneficial Owner details are not required if the Company customer has an existing bank account or loan with the Bank. 

You are not required to open any personal account with us, however, we will need to verify your identity.

Not necessarily, it will depend on the amount of control you can exercise. If you are unsure, please call us at 1300 356 652, 07 3135 3152 or +61 7 3135 3152 (overseas callers) to discuss your unique circumstances.

Please call the Customer Identification Team at on either 07 3135 3152 or 1300 356 652 to discuss further.