We understand privacy is important to you and we take the privacy of your information seriously at The Co-operative Bank Limited.

This statement sets out how we collect, use, share and protect your personal information. Personal information is information about an identifiable individual and includes information that could be used to identify you.

We will deal with your personal information in accordance with the Privacy Act 2020 (Privacy Act) and will use your information for the purposes outlined below. To help keep your information safe, we have policies and procedures in place that enable it to be held securely and limiting its use and disclosure.

Our Terms and Conditions - Digital Services and Google Analytics give more detail on how we use cookies and analytic tools on our digital platforms, and forms part of our Privacy Statement.

Collecting your information

We may collect your information (including personal information) either directly from you or indirectly from third parties.

The type of information we collect (personal, health, financial etc) will depend on the nature of your interaction with us, and the products and services you are seeking. The information we may collect includes:

  • Key personal information - such as your contact details (name, address, email address and telephone number).
  • Identification data - such as your date of birth, citizenship, birth, marriage and death certificates, tax numbers and other documents that may assist us to confirm your identity.
  • Financial information - such as your credit history, employment details, property information, and other relevant financial information.
  • Information collected in relation to use of our digital services - such as your IP address, phone interaction recordings, and other information related to your customer experience with us.

In relation to Co-operative Life: In respect of insurance cover (Life, Trauma and Loan) provided by Co-operative Life Limited, we may also obtain information from the following third parties:

  • Intelligent Life (online application process)
  • Konnect NET (medical information)
  • Doctors, hospitals and health agencies
  • Insurance companies and the Accident Compensation Corporation
  • Inland Revenue Department
  • Work and Income
  • Department of Justice

This information is collected and held by us – The Co-operative Bank Limited, PO Box 54, Wellington, and on behalf of its subsidiary (Co-operative Life Limited) or related companies, and partners, collectively referred to as “we” or “us”.

For clarity, this Privacy Statement applies to any personal information collected by or provided to, or stored by or on behalf of, The Co-operative Bank and/or Co-operative Life Limited.

How your information is used

You agree we can collect and use your information (including any personal information) to:

  • verify your identity and general eligibility to bank with us.
  • assess your eligibility for a particular account, product, or service, including a claim or application.
  • set up and provide you with, or manage for you any accounts, products and services, including a claim or application.
  • manage and maintain your relationship with us.
  • provide customer support, including responding to and resolving queries or complaints.
  • provide you with information about accounts, products, or services we believe you may be interested in, unless you tell us otherwise or opt out.
  • provide you with information about products or services offered by companies or organisations, if we have a continuing relationship with them, unless you tell us otherwise or opt out.
  • help us work with companies or organisations in New Zealand or overseas that offer services connected with any of the accounts, products, or services we offer.
  • conduct data analysis and market research, to understand, tailor and improve your experience with us, and to identify accounts, products, and services we believe you may be interested in.
  • add new features to our products or services and develop new products or services.
  • comply with any legislation in New Zealand or overseas applying to us or the accounts, products, or services we provide you.
  • help us participate in anti-scam and anti-fraud initiatives and activities.

If you don’t want to get information about other products or services we offer, or those that other companies or organisations that we have relationships with offer, please call us on 0800 554 554, tell us at any branch or email us at privacyofficer@co-operativebank.co.nz.

What happens if you don’t give us your information?

If we ask for your information and you do not provide this, then depending on the circumstances, we may not be able to do things like proceeding with your application or claim, or provide you with all, some, or any of the account, product or services that would otherwise be available to you.

How we collect and share your information

You agree that we can directly collect from you, and share your information (including personal information) with:
  • Any company or organisation that we have an element of ownership of, including our subsidiary Co-operative Life Limited, and any company we engage with to provide or manage your accounts, products and services.
  • You, any authorised signatories or your agents (such as brokers, attorneys and financial advisers), including information you or they have entered into our online services, or information we have obtained through your phone calls with us.
  • Your parents or guardians if you’re under 18 years old.
  • Anyone who guarantees money you owe to us.
  • Anyone who provides services to or for us, including but not limited to, banks, law firms, custodians, fund managers, debt collection agencies, credit reporting agencies or credit providers, credit card providers, digital wallet providers, loyalty schemes, identity verification providers, market research firms, health providers, health data agencies, reinsurers and insurers.
  • Government departments, agencies, councils, or similar entities.
  • Any organisation which assists us with the analysis of data including bank statements, transactional data, and other financial information for the purpose of assessing credit applications.
  • Any other companies or organisations that we have a continuing relationship with.
  • Selected business partners to improve, optimise, and personalise your experience of our products and services.
  • Other banks or financial institutions, as part of our obligations when paying or receiving money on your behalf, or to investigate and prevent scams and fraud.
  • Other agencies and industry groups that investigate and prevent unlawful activities like fraud, money laundering or other illegal activities, for example, the Fraud Intelligence Exchange.
  • Any other organisation as required by law.
We may also collect your information (including personal information) indirectly from third parties, including:
  • People or organisations that help us find, investigate, prevent, or respond to fraud, scams, and other criminal activity, such as the Financial Crime Prevention Network, the Anti‑Scam Centre, and those they work with.
  • Our agents, contractors, and service providers (including mortgage brokers and advisors).
  • Other financial institutions, including banks and providers of financial services products.
  • Dispute resolution services (eg Banking Ombudsman).
  • Government or regulatory bodies.
  • Credit agencies and debt collection companies.
  • Healthcare providers (eg medical practitioners) and support agencies (eg Citizens Advice Bureaux).
  • Advocacy and support groups and assistance providers (eg budgeting advice services).
  • Advertising and marketing providers.
  • People connected to you, such as your joint account holders, authorised persons, secondary account holders, alternate contact persons and emergency contacts, persons you share expenses with (such as spouses and partners) for our business purposes in accordance with the Privacy Act and this Privacy Statement.

More details of third parties we collect information from are set out here.

When we disclose your information (including personal information) to someone else for any of the reasons above, or other reasons disclosed to you or set out in our terms and conditions, then we require those third parties to adhere to the Privacy Act (and where practicable also to our own standards of privacy, security, and confidentiality).

On occasion, we collect information about you (including personal information) from public sources to use for any of the purposes set out in this Privacy Statement.

If you provide us with someone else's personal information, you must let them know and explain how we will collect and use it under this Privacy Statement and any applicable privacy notices.

Credit reporting and debt recovery agencies

Credit reporting agencies collect relevant information about your credit history. This helps people and companies provide you with the most appropriate goods and services. Debt recovery agencies enable people and companies to recover money owed to them where a default has occurred, typically on a loan.

We are required to provide credit reporters with good and bad information about your credit history. We also obtain from time-to-time, and you authorise us to obtain, a credit report about you, to enable us to consider any relevant application you make, and to conduct our relationship with you.

You agree that we can provide credit reporters and debt recovery agencies information about you, and that they can provide it to others who pay for and use their services.

Compliance with laws in New Zealand or overseas

It is important that we are compliant with the laws of New Zealand, and in some situations overseas laws. This may mean we will need to provide certain people or organisations with information about you. You agree that we can provide information about you for the maintenance of the law including the prevention, detection, investigation, prosecution and punishment of any offence, to any relevant person or institution, relevant law enforcement authority, the courts, or Government agency(s).

We’ll provide those parties with information about you to:

  • comply with, prevent and maintain the laws of New Zealand or overseas.
  • help prevent fraud, money laundering or financial crime.

We may not be allowed to tell you if we do give out information about you.

Your rights

It is important that we keep your personal information up to date to enable us to contact you and comply with legislation, so please advise us of any changes or updates to your personal information.

You have the right to access to view or correct the personal information we hold for you. You can do this by:

  • Visiting your local branch
  • Calling us on 0800 554 554
  • Contacting our Privacy Officer in writing and addressed to:
    The Privacy Officer, The Co operative Bank, PO Box 54, Wellington, or Email to privacyofficer@co-operativebank.co.nz.

Under the Privacy Act in some circumstances, we may charge a reasonable fee to process your request and cover the time and resources involved in finding and collating this information.

If you have a complaint

If you have a complaint or concerns about the privacy of your personal information, please let us know, by either contacting us at your local branch, calling us 0800 554 554, or emailing our Privacy Officer (using the contact details above). We endeavour to resolve all disputes promptly and fairly. If you are not satisfied with the outcome, you may refer your privacy related complaint to the Privacy Commissioner:

Changes to this Privacy Statement

We reserve the right to change, amend, or modify this Privacy Statement at any time. If there are material changes to our information use and collection practices, we will apply this to information collected and used from that point onwards, and we will update this Privacy Statement and indicate a new review date.