Complete the picture for your security

We have customer identification processes in place that aim to help keep your accounts safe. These requirements are also in line with Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) requirements.

If you’re an existing customer, we may ask you to confirm and verify your details are still correct and complete. We may also contact you to update our records with any additional information we require.

Yes, all Australian financial institutions must meet requirements under the Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) Act and have processes in place to identify their clients.

Electronic Identity Verification (eIDV) is a digital solution that confirms a person’s identity by cross-checking their details against trusted databases. These include government records, credit bureaus, and utility providers. BT’s eIDV is part of the BT Panorama mobile app and BT Panorama investor website – so you have access to a simple, fast and secure digital experience, to help you save time while being secure.

We take a range of physical, electronic and other security measures, to protect the security, confidentiality and integrity of your personal information (including your sensitive and credit-related information) which we hold. For example: 

• access to our information systems is controlled through identity and access management controls;
• employees and our authorised representatives are bound by internal information security policies and are required to keep personal information secure;
• all employees and our authorised representatives are required to complete training about privacy and information security;
• we monitor and review our compliance with internal policies; and
• we regularly assess our security measures against industry best practices.

We continuously monitor for cyber threats and vulnerabilities. For more details, see BT’s Privacy Policy.

If you don’t provide the required details after a reasonable period of time, we may restrict your account until you complete the verification that your details are correct and complete. We’ll provide ample time and communicate with you before taking any action to restrict your account.

If you need assistance to complete this request, you can call us on 1300 881 716 from Monday to Friday, 8:30am to 6:30pm (Sydney time).

We’re required to collect the following information:

• Employment details (e.g. full time, part time)
• Source of funds and wealth
• Tax residency details (e.g. US citizen)
• ID details (two sources from the following: – Australian driver licence; passport, birth certificate; medicare card) 

Clients can also update their residential address whilst accessing eIDV.

As part of our commitment to keeping your account safe and secure, we ask you to provide information about your source of funds and source of wealth. This is a standard requirement under Anti-Money Laundering & Counter-Terrorism Financing law and helps us meet our regulatory obligations to prevent financial crime, as well as protecting you and others from fraud.

We collect details of your employment type and occupation to meet our obligations under Anti-Money Laundering & Counter-Terrorism Financing law.  In addition, this helps us identify unusual activity on your account that may be related to fraud or scams, and subsequently take action to better protect you.

All Australian Financial Institutions are required to apply the provisions of the Common Reporting Standard (CRS), Foreign Account Tax Compliance Act (FATCA), and Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) rules.

The Westpac Group is required to collect foreign tax residency information for all account holders and where relevant, Controlling Persons, including Beneficial Owners and Associated Parties (e.g. Trustees and Partners). The information collected, together with relevant financial account information is reported to local tax authorities. This applies to both new and existing customers, including individuals and entities.

If you don’t have two of the required documents for eIDV, you’ll need to complete the Individual or sole trader – BT Panorama and BT Panorama Compact form and provide this to us by post, along with certified copies of your ID. The form has a number of additional identification document options available.

If you need help to do this or have any questions, please email support@panorama.com.au or phone 1300 881 716 from Monday to Friday, 8:30am to 6:30pm (Sydney time). 

Please have a look at the Individual or sole trader – BT Panorama and BT Panorama Compact form, for more information on acceptable types of identification documents.

To certify a document, take the original document and a photocopy to an authorised person and ask them to certify that the photocopy is a true and correct copy of the original document. That person will need to print their name, date and the capacity in which they are signing (e.g. postal agent, Justice of the Peace). 

Visit How To Certify ID for a list of authorised people who can certify documents.

Yes, your Power of Attorney can complete this on your behalf by completing the Individual or sole trader – BT Panorama and BT Panorama Compact form and provide this to us by post, along with certified copies of your ID.

We must understand the funds that our clients have with us and the source of their wealth:

• Source of income refers to how and where you obtained the funds for a specific transaction. For example, this could be your salary/wages or pension.
• Source of wealth refers to where or how you have built your net worth. For example, if your assets have been gained through savings from your salary you would select ‘employment income’.

Each account holder required to update their details will receive communications from us. If any client fails to complete the process within a reasonable timeframe, we may need to apply restrictions to the account until all clients have met our identification standards. We’ll provide ample time and communicate with you before taking any action to restrict your account.

In some cases, this information may not have been collected when your account was opened. In others, we’re asking you to confirm that the details we hold are still correct.

We’ll never send SMS messages with links that take you directly to sign-in pages or ask for personal or financial information. We also won’t ask you to reply to emails to confirm or update your details. Instructions from BT will always direct you to log in to the BT Panorama mobile app or BT Panorama Investor website securely. This helps keep your information safe.

If you’re unsure or need help, contact us at support@panorama.com.au or phone 1300 881 716 from Monday to Friday, 8:30am to 6:30pm (Sydney time). 

You can still update your information online even if you are overseas, by logging into the BT Panorama mobile app or the BT Panorama Investor website. 

If you need help or have any questions, please email support@panorama.com.au or phone 1300 881 716 from Monday to Friday, 8:30am to 6:30pm (Sydney time). 

Identity theft occurs when someone uses your personal information to impersonate you for financial or personal gain. Stolen information is often sold illegally and can make you more vulnerable to future scams.

Providing your details helps us confirm your identity when you contact us and allows us to alert you if we detect unusual activity. This helps protect against fraud and identity theft. 

If your account has been restricted, you will need to complete your identity verification either online through the BT Panorama mobile app or BT Panorama Investor website.

Alternatively, you can download the Individual or sole trader – BT Panorama and BT Panorama Compact form and provide this to us by post along with certified copies of your ID.

If you need help to do this or have any questions, please email support@panorama.com.au or phone 1300 881 716 from Monday to Friday, 8:30am to 6:30pm (Sydney time).

We encourage clients to click ‘Contact Us’ on the top right hand of our BT  website, to find our Contact Centre details, before you call us. 

Reminder: If you call us, we’ll never request your online passwords. If you are asked for this type of information, hang up as you could be speaking to someone posing as us.