Our investigation

We found that the change applied to all customers, regardless of age, and was part of an industry-wide shift towards more secure authentication. The decision was based on legitimate security considerations and consequently was not discriminatory towards older customers. The Code of Banking Practice and the New Zealand Banking Association’s guidelines state that banks must consider the needs of older and disabled customers, and the bank had done this by providing reasonable alternatives for anyone unable to use the app, including via the phone and at a branch. We found the bank’s terms and conditions allowed changes to internet banking services provided it gave prior notice – which it had done.

Outcome

We found the bank’s change did not discriminate on the basis of age, and we therefore did not uphold the complaint.