Know Your Customer

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Protecting our financial system

About the Know Your Customer process.

Why we're getting to know you better

Because we're a bank, ING must identify our customers and verify that their details are current and correct, to comply with laws and regulations, including the Australian Anti-Money Laundering and Counter-Terrorism Financing Act. It's a process widely referred to as Know Your Customer or KYC for short. By ensuring your details are always up to date and accurate, together we can help protect our financial system from being misused for criminal activities.

What is it

Know Your Customer

Fighting money laundering, terrorism financing and other financial crime.

What is KYC?

Know Your Customer or KYC is the process of identifying our customers and verifying customer details to comply with local and global laws and regulations, including anti-money laundering and counter-terrorism financing laws.

Because ING is a 'reporting entity' under the Australian Anti-Money Laundering and Counter-Terrorism Financing Act and part of the Global ING Group, we're required to apply processes so we can confirm the identity of our customers.

The laws that apply

Under ING's KYC policy, ING is required to comply with:

Australia's Anti-Money Laundering and Counter-Terrorism Financing Act 2006.

Global anti-money laundering and counter-terrorism laws and regulations that the Global ING Group is required to comply with.

Laws relating to the US Foreign Account Tax Compliance Act (FATCA).

The Common Reporting Standard (CRS) under Australia's Taxation Administration Act 1953.

What it involves

KYC means we need to collect and check our customers' information and keep it current. This includes fully identifying a customer before we provide them with services, and may involve asking our customers to provide information about themselves periodically during the course of their customer relationship.

For example, FATCA and CRS require financial institutions, including ING, to collect and check information about the foreign tax residency of relevant account holders. We may also be required to report information about financial accounts of foreign tax residents to the Australian Taxation Office.

Tax authorities in participating countries may exchange this information.

Our Global Policy

About our policy

Our commitment and ING KYC policy at a glance.

A global commitment

ING is committed to conducting business with the highest level of integrity worldwide.

We're also committed to operating in accordance with all applicable laws, regulations and standards.

Our policy

The ING KYC policy applies to all ING entities globally.

The policy stipulates our requirements for helping to safeguard against money laundering, the funding of terrorism and other criminal activities.

Under the policy, ING entities must implement appropriate procedures to comply with the ING KYC policy as well as relevant local laws and regulations.

Each entity must also document its customer identification procedures and properly identify all people, companies, associations and trusts who are customers.

Customer Verification and Identification

Customer Verification and Identification

As an Australian bank we're legally required to keep customer information up to date.

This also helps keep your accounts safe.

Even if your details haven't changed, we still need to confirm the information we have is complete and accurate.

Confirming and providing any missing information won't take long for most people.

Providing certified documents

All requested copies of original identification documents must be dated, certified and valid at the time you send them to us. If we're unable to verify your identity, we may request additional identification information from you.

Identification Documents

Requirements for identification documents

Required identification documents must verify your full name and date of birth.

When providing identification documents, you choose from one of the following 2 options

  • • Option 1: one primary photographic identification document; or
  • • Option 2: one primary non-photographic identification document and one secondary document.

If using Identification documents from Option 2, the primary non-photographic document must contain your date of birth.


Identification document types

Document


Option 1 - Primary photographic ID documents include:

Criteria
  • Australia passport
    • Must be issued by the Commonwealth of Australia (may be expired up to 2 years).
  • Foreign passport
    • Must be a passport or a similar document issued for the purpose of international travel.
    • Must contains a photograph and the signature or a unique identifier of the person in whose name the document is issued.
    • Must be issued by a foreign government, the United Nations or an agency of the United Nations.
    • Must be accompanied by an English translation prepared by an accredited translator if written in a language other than English.
  • Foreign identity card
    • Must be issued for the purpose of identification.
    • Must contain a photograph and the signature or a unique identifier of the person in whose name the document was issued.
    • Must be issued by a foreign government, the United Nations or an agency of the United Nations.
    • Must be accompanied by an English translation prepared by an accredited translator if written in a language other than English.
    • Not applicable for superannuation products.
  • Australian proof of age card
    • Must be issued under the law of a State or Territory of Australia.
    • Must have been issued for the purpose of proving a person's age.
    • Must contain a photograph of the person in whose name the document is issued.
  • Australian driver license
    • Must be issued under the law of a State or Territory of Australia.
    • Must contain a photograph of the person in whose name the document is issued.

Option 2 - Primary photographic ID documents include:


Primary non-photographic ID documents include:
  • Concession cards (Pensioner Concession Card, Health Care Card, Senior's Health Card)
    • Must be issued by the Department of Human Services.
    • Must entitle the person in whose name the card is issued to financial benefits.
  • Australian birth certificate or birth extract
    • Must be issued by a State or Territory of Australia.
  • Foreign birth certificate
    • Must be issued by a foreign government, the United Nations or an agency of the United Nations.
  • Australian citizenship certificate
    • Must be issued by a State or Territory of Australia.
  • Foreign citizenship certificate
    • Must have been issued by a foreign government, the United Nations or an agency of the United Nations.
    • Must be accompanied by an English translation prepared by an accredited translator if written in a language other than English.
    • Not applicable for superannuation products.
  • Medicare card
    • Must be issued by the Department of Human Services.
    • Must show the customer's name.
    • Must not be expired.
  • Veteran Card
    • Must be issued by the Department of Veteran Affairs.
    • Must show the customer's the customer's name.
    • Must not be expired.
  • Change of name certificate
    • Must be issued under the law of a State or Territory of Australia.
    • Must contain a photograph of the person in whose name the document is issued.
  • Marriage certificate
    • Must be issued under the law of a State or Territory of Australia.
    • Must show the customer's old and new name (if changed).

Secondary identification documents includes:
  • Utility notice
    • Must show customer's full name and residential address.
    • Must have been issued within the last 6 months.
    • Must have been issued to the individual by a utility provider.
    • Must record the provision of services by that utility provider to that address or to that person.
  • Council rates notice
    • Must show customer's full name and residential address.
    • Must have been issued within the last 6 months.
    • Must have been issued to the individual by a local government.
    • Must record the provision of services by that local government body to that address or to that person.
  • ATO notice of assessment
    • Must have been issued by the Australian Taxation Office.
    • Must show customer's full name and residential address.
    • Must have been issued within the last 12 months.
    • Must record a debt payable to or by the individual by or to (respectively) the Commonwealth of Australia under a Commonwealth law relating to taxation.
  • Government financial benefits notice (for e.g. Department of Human Services, Higher Education Contribution Scheme - HECS, Centrelink)
    • Must show customer's full name and residential address.
    • Must have been issued within the last 12 months.
    • Must have been issued to the individual by the Commonwealth, a State or a Territory of Australia.
    • Must record the provision of financial benefits to the individual under the law of the Commonwealth, a State or a Territory.
  • Letter from school principal (minors only)
    • Must show the customer's full name and residential address.
    • Must only be used for a person who is under 18 years-of-age.
    • Must be issued by a school principal.
    • Must have been issued within the last 3 months.
    • Must record the period of time the customer has spent at the school.
    • Not applicable for superannuation products.
  • Bank statement
    • Must be issued by an Australian authorised deposit-taking institution (ADI) within the last 3 months.
    • Must show customer's name and residential address.
    • Only to be used in conjunction if acceptable full name and date of birth verification through the document verification service.
Certifying Documents

How to certify documents

How to ensure your documents are accepted the first time.

Requirements for certified documents

For a certified document to be accepted, an acceptable document certifier must sight the original document and a copy of that document.

They must then include the following information on the copy:

'I hereby certify this document is a true copy of the original document shown to me on [date]'

signature

date

full name (printed)

address (work or residential)

phone number (work or residential)

qualification

registration number


The acceptable certifier is to be an independent and impartial witness or certifier of documents. Conflict of interest should be avoided, whether it is an 'actual' conflict or 'perceived'. Examples include and not limited to family members (e.g. immediate members, relative, de-facto), associated parties (e.g. Director of one company certifying another Director from the same company). Where there is 'actual' or 'perceived' conflict the document is to be rejected.


The document certifier needs to certify every page of the document. If they only wish to write on the first page, they must clearly state they are certifying all pages of the document.


Finding an acceptable document certifier

For many people, the most convenient way to certify their documents is to take their original documents and copies to their nearest post office, pharmacy or police station. Please make sure all document copies are clear (preferably in colour) and clearly certified.

But over 40 occupations are recognised as acceptable document certifiers in Australia, so they're easier to find than you might think.

Acceptable authorised document certifiers

The following people and occupations are authorised to provide a statutory declaration and certify documents:

A person who, under a law in force in a State or Territory, is currently licensed or registered to practise in an occupation listed in Part 1 of Schedule 2 of the Statutory Declarations Regulations 2018:


  • 1. Architect
  • 2. Chiropractor
  • 3. Dentist
  • 4. Financial adviser or financial planner
  • 5. Legal practitioner
  • 6. Medical practitioner
  • 7. Midwife
  • 8. Migration agent registered under Division 3 of Part 3 of the Migration Act 1958
  • 9. Nurse
  • 10. Occupational therapist
  • 11. Optometrist
  • 12. Patent attorney
  • 13. Pharmacist
  • 14. Physiotherapist
  • 15. Psychologist
  • 16. Trade marks attorney
  • 17. Veterinary surgeon

A person who is listed in Part 2 of Schedule 2 of the Statutory Declarations Regulations 2018:


1.    Accountant who is:

a.    a fellow of the National Tax Accountants' Association; or
b.    a member of any of the following:


i.    Chartered Accountants Australia and New Zealand;
ii.    the Association of Taxation and Management Accountants;
iii.    CPA Australia;
iv.    the Institute of Public Accountants


2.    Agent of the Australian Postal Corporation who is in charge of an office supplying postal services to the public
3.    APS employee engaged on an ongoing basis with 2 or more years of continuous service who is not specified in another item of this Part
4.    Australian Consular Officer or Australian Diplomatic Officer (within the meaning of the Consular Fees Act 1955)
5.    Bailiff
6.    Bank officer with 2 or more continuous years of service
7.    Building society officer with 2 or more years of continuous service
8.    Chief executive officer of a Commonwealth court
9.    Clerk of a court
10.    Commissioner for Affidavits
11.    Commissioner for Declarations
12.    Credit union officer with 2 or more years of continuous service
13.    Employee of a Commonwealth authority engaged on a permanent basis with 2 or more years of continuous service who is not specified in another item in this Part
14.    Employee of the Australian Trade and Investment Commission who is:

a.    in a country or place outside Australia; and
b.    authorised under paragraph 3(d) of the Consular Fees Act 1955 ; and
c.    exercising the employee's function at that place


15.    Employee of the Commonwealth who is:


a.    at a place outside Australia; and
b.    authorised under paragraph 3(c) of the Consular Fees Act 1955 ; and
c.    exercising the employee's function at that place


16.    Engineer who is:


a.    a member of Engineers Australia, other than at the grade of student; or
b.    a Registered Professional Engineer of Professionals Australia; or
c.    registered as an engineer under a law of the Commonwealth, a State or Territory; or
d.    registered on the National Engineering Register by Engineers Australia


17.    Finance company officer with 2 or more years of continuous service
18.    Holder of a statutory office not specified in another item of this Part
19.    Judge
20.    Justice of the Peace
21.    Magistrate
22.    Marriage celebrant registered under Subdivision C of Division 1 of Part IV of the Marriage Act 1961
23.    Master of a court
24.    Member of the Australian Defence Force who is:

a.    an officer; or
b.    a non-commissioned officer within the meaning of the Defence Force Discipline Act 1982 with 2 or more years of continuous service; or
c.    a warrant officer within the meaning of that Act

25.    Member of the Australasian Institute of Mining and Metallurgy
26.    Member of the Governance Institute of Australia Ltd
27.    Member of:

a.    the Parliament of the Commonwealth; or
b.    the Parliament of a State; or
c.    a Territory legislature; or
d.    a local government authority

28.    Minister of religion registered under Subdivision A of Division 1 of Part IV of the Marriage Act 1961
29.    Notary public, including a notary public (however described) exercising functions at a place outside:

a.    the Commonwealth; and
b.    the external Territories of the Commonwealth

30.    Permanent employee of the Australian Postal Corporation with 2 or more years of continuous service who is employed in an office providing postal services to the public
31.    Permanent employee of:


a.    a State or Territory or a State or Territory authority; or
b.    a local government authority;
c.    with 2 or more years of continuous service, other than such an employee who is specified in another item of this Part


32.    Person before whom a statutory declaration may be made under the law of the State or Territory in which the declaration is made
33.    Police officer
34.    Registrar, or Deputy Registrar, of a court
35.    Senior executive employee of a Commonwealth authority
36.    Senior executive employee of a State or Territory
37.    SES employee of the Commonwealth
38.    Sheriff
39.    Sheriff's officer
40.    Teacher employed on a permanent full-time or part-time basis at a school or tertiary education institution


The following lists additional persons who are acceptable certifiers:


  1. 1. A person who is enrolled on the roll of the Supreme Court of a State or Territory, or the High Court of Australia, as a legal practitioner (however described)
  2. 2. An officer with, or authorised representative of, a holder of an Australian financial services licence, having 2 or more years of continuous service with one or more licensees
  3. 3. An officer with, or a credit representative of, a holder of an Australian credit licence, having 2 or more years of continuous service with one or more licensees
  4. 4. A person in a foreign* country who is authorised by law in that jurisdiction to administer oaths or affirmations or to authenticate documents

- if a document is written in a language other than English, it must be accompanied by an English translation prepared by an accredited translator


Note: please ensure your documents are certified correctly or we will be unable to update your information.
FAQs

Your questions answered

Get quick answers to commonly asked questions.

KYC FAQs

Why is ING having difficulty confirming my residential address?

What is KYC?

Why does ING require this information?

How do I certify my documents?

Where can I find an authorised document certifier?

What if I don't provide the information ING are requesting or confirm details are correct?

What must a joint account holder do under KYC?

View all

Anti-money laundering FAQs

How is my identity information protected?

How will you verify my identity?

Are all financial institutions affected by AML laws or is it just ING?

Why do I need to send you an identification document?

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Need help logging in to the App or online banking?

What is a Client Number and an Account Number?

What if I forget my access code?

How can I log into online banking?

What do I need to do to get started on using the App?

How can I change my Access Code?

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We're here to help too

If you have any more questions about our KYC requirements and how your accounts might be affected please call our specialist team on 1800 171 296, 8am-8pm Monday - Friday (AEST/AEDT).