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Customer
Domain ID BD01
Owner Head of Customer Experience
Systems SD02 · SD08
Repos bank-kyc, bank-app
Applicability Platform — SD02 and SD08 deliver customer-facing capability. In Track 1 the bank is the obligation-holder. In Track 2 tenants own their customer relationships; the platform delivers the technical solution they use to meet KYC, conduct, and privacy obligations.

All customer-facing activities: onboarding, identity verification, KYC, relationship management, self-service, complaints, and customer data stewardship.

Functions

Customer onboarding & KYC · Identity & eIDV · Customer relationship management (CRM) · Complaints & dispute resolution · Customer communications & consent · Vulnerable customer management · Customer data management

Key systems

Regulatory highlights

AML/CFT Act 2009 (NZ) / AML/CTF Act 2006 (AU) require identity verification before account activation. CoFI Act 2022 requires a documented fair conduct programme. ASIC RG 271 sets IDR response timeframes.

Risk domains

Policies owned

  • AML-003 — Know Your Customer (KYC) & Identity Verification Policy
  • AML-011 — Customer Acceptance Policy
  • AML-012 — Customer Risk Rating Policy
  • AML-013 — Onboarding Fraud & Identity Integrity Policy
  • CON-001 — Customer Fairness & Conduct Policy
  • CON-002 — Complaints & Internal Dispute Resolution Policy
  • CON-003 — Vulnerable Customer Policy
  • CON-007 — Consumer Data Right (CDR) Policy
  • CON-008 — Financial Hardship Policy
  • CON-009 — NZ DTA Key Information Summary Disclosure Policy
  • PRI-001 — Privacy Policy
  • PRI-002 — Data Breach Response Policy
  • PRI-006 — Customer Data Access & Correction Policy

Policies applicable

  • DT-001 — Information Security Policy
  • AML-010 — AML Training & Awareness Policy
  • PRI-002 — Data Breach Response Policy

Compiled 2026-05-22 from source/entities/business-domains/BD01.yaml