TSB is here to help. Let us know if you require extra support with your banking or are experiencing difficult circumstances. We’ll work with you to understand your situation and support you with your banking needs.
Extra support when accessing our products and services

We offer a range of ways to bank, including over the phone, online, and in branch.

Where possible, we’ll communicate with you about our products and services in a way that meets your needs. We encourage you to include a support person to assist you with communicating with us if required.

Phone

  • NZ Relay Service is available for customers who are deaf, hard of hearing, speech-impaired or deafblind. You can use this service to communicate with one of our team on 0800 872 226.
  • If English is your second language, we may be able to arrange a suitable TSB contact person to speak with you in your preferred language. Just let us know if you’d like to speak to someone in another language.

Online

  • You can access your account and other services using the TSB app or online banking.
  • Our website has been designed to meet the latest accessibility standards (Web Content Accessibility Guidelines). This means tsb.co.nz is accessible for people with vision impairments, deafness and hearing loss, limited movement, speech disabilities and photosensitivity – on desktop, laptop, tablet, and mobile devices.

In branch

  • All our branch entryways are wheelchair accessible, and we have accessible furniture and space in branch for wheelchair access.
  • Our branch lighting and signage is appropriate to the space to ensure better visibility and easier navigation for our customers, and our team members are available to recognise and support people who might require additional support. Find locations and contact information for our branches.

ATMs

All TSB ATMs are equipped with:

  • An audio plug for headphones or ear buds, to access audio instructions. 
  • Raised Braille keyboard and command keys, following international standards.
  • Recommended placement height to accommodate wheelchairs.

TSB customers can use any NZ-bank owned ATM and any Allpoint ATM in NZ for fee free cash withdrawals and to check account balances.*

Challenging circumstances and unexpected life events 

We understand anyone can be impacted by unexpected events and challenging circumstances. Contact us to discuss what we can do to help.

Some examples of how we can assist include:

Let us know if you need additional help or support 

Let us know about any circumstances that may require extra care and support:

  • Call us on 0800 872 226 (8am to 6pm weekdays and 9am to 5pm weekends).
  • You can send us a message – select ‘Additional Care & Support’ under ‘Nature of enquiry’. 
  • Talk to one of our branch team members – you can find our branches here.

Once we understand your circumstances, we can ensure this is appropriately recorded for future contact if you’d prefer not to explain your situation each time we talk to you.

Privacy 

We understand that your privacy is important to you. It’s important to us too. Our Privacy Notice explains what personal information we collect, hold, use, and share to run our business and provide our products and services to you. By using or accessing any of our products or services or otherwise providing us with your personal information you authorise us to collect, store, use, and disclose your personal information in accordance with our Privacy Notice. You can download a copy of our Privacy Notice here.

* Use of ATMs not owned by any bank in New Zealand may incur a service fee (in addition to standard account transaction fees).