Phishing and scam messaging
We take security issues extremely seriously. If you think you've been targeted by an online or phone scam, call 0800 ASB FRAUD (0800 272 372) or +64 9 303 0332 if you're overseas.
Urgent help
Missing or stolen cards
If your card has been lost or stolen, you can temporarily lock your card or cancel and replace your card in the ASB Mobile Banking app or FastNet Classic internet banking.
To find Josie the chatbot
Josie the chatbot can answer your questions whenever and wherever you are, in the ASB Mobile Banking app. If needed, Josie will connect you with an ASB staff member.
1. Log in to the ASB Mobile app.
2. Tap the More menu icon, on the bottom right of the screen.
3. Tap Contact us.
Ways to get help
Josie the Chatbot
Josie the Chatbot is available in the ASB Mobile Banking app and can answer more questions than ever. If needed Josie will pass you onto a team member.
How-to-guides
Step-by-step guides to help you get started with banking on your computer, smartphone or tablet.
ASB Help
Check out our library of over 2000 answers to frequently asked questions.
Phone us
Find an expert in your area
Home loans
Our Home Ownership Managers cover much of the country. Tell us where you are and we'll show you managers in your area.
Business & Rural
Answer a few questions to help us find you the right business or rural expert for your situation and in your area.
International business
Whether you're looking to import goods to or export goods from New Zealand an international business expert can help.
Find us
Branches & ATMs
Regional business centres
Head office
ASB North Wharf
12 Jellicoe Street
Auckland 1010
Postal address
P.O Box 35
Shortland Street
Auckland 1140
We'd love to hear your feedback
We're committed to helping our customers get one step ahead. We'd like to hear about times when we've done just that, or the times where we've fallen short.
There's always room for improvement and we do our best to resolve complaints as quickly and fairly as possible. Of course, we also want to hear about positive experiences and we'll pass your compliments on. We value all feedback from our customers. We record this information and review it regularly to help us spot opportunities for improvement.
Share your feedback with us
Make a complaint
Let us know how we can help make your banking better.
Give us feedback
Whether it's feedback or a compliment, we'd love to hear it.
If you need help understanding how to make a complaint, we have a Complaints Easy English guide which is concise and easy to understand.
Get in touch with the Early Resolve team
The ASB Early Resolve team are dedicated to working through complaints our customers may have. If we've been unable to resolve your complaint and you'd like to pursue it further, you can:
- Request that your complaint is passed onto one of our Early Resolve managers.
- Discuss your complaint further by contacting one of our Early Resolve managers directly on 0800 272 005, or 09 336 9284.
An Early Resolve manager will then investigate and attempt to resolve your complaint.
Reach out to the Banking Ombudsman Scheme
We'll do everything we can, and work with you to iron out any problems. However if you're not happy with how we're managing your concerns and our Customer Care team haven't been able to help, you could talk to the Banking Ombudsman.
They're free and independent, and may be able to help you resolve concerns and disputes with your bank. Before the Banking Ombudsman can review your complaint, do give us opportunity to look into it first.
Website: bankomb.org.nz
Phone: 0800 805 950
Email: help@bankomb.org.nz
Financial Markets Authority
You can also report information about ASB or any of our advisors to the Financial Markets Authority.
Website: fma.govt.nz
Phone: 04 472 9830
Address: PO Box 1179, Wellington 6140
ASB Community Bankers
ASB has a dedicated team of Community Bankers that provide extra support for our customers who are getting to grips with ASB's online banking services.
Our Community Bankers visit local libraries, community centres, aged care home and they facilitate free Better Banking workshops in local communities.
