New NAB customers will be asked to take a ‘selfie’ as part of a new process when opening an account or product online to help protect customers from fraud and scams.

Learn more about the initiative and how it works.

What does a selfie have to do with opening a bank account? 

Providing a selfie is now central to how new customers will join NAB when they open a product or account. It’s part of our ongoing commitment to tackle fraud and scams and designed to help reduce impact of crime stemming from identity theft.
 
Why is NAB introducing this?  

The process for new customers joining NAB will help stop fraud. For example, stopping criminals opening fraudulent accounts or applying for fraudulent credit cards using documents stolen from the dark web or from someone’s letter box.

NAB Executive, Group Investigations Chris Sheehan said scams and fraud were always evolving as criminals found new ways to steal people’s money and information.

“This is about making sure the person opening the account is who they say they are — and stopping fraud at the front door,” Mr Sheehan, a former Australian Federal Police executive, said.

How will this help stop accounts being set up with fraudulent documents?

We piloted the new selfie onboarding experience with a small number of new customers. In instances where fake or fraudulent documentation were identified, we sent the application to a specialist team to review. We will continue to do this as the new experience rolls out.

What accounts or products will use this process?  

The initiative will begin rolling out across select products in September, with further expansion to additional products and account types planned over the coming months.

How does the selfie process work?  

The process is simple — and it’s designed that way.

When a new customer opens an account online, they’ll be asked to take a selfie.

In addition, they’ll scan their identification document like a Driver’s License or Passport and hold their mobile phone up to their face to match the image.

What technology is involved and is it used in other places?  

This process uses biometric technology. Similar technology is already used for other services, including things like passport applications and driver’s licence applications in NSW and Victoria.

What happens to my selfie?  

Keeping our customer’s personal and private information safe is vital.

Your selfie is managed in line with NAB’s privacy and data policies. It’s the same as all other verification documentation you provide to us when you open an account or new product. More information can be found here.
 
What if I can’t or don’t want to use this digital process as a new customer?  

NAB designed this process with accessibility in mind, working with Accessibility Australia to make sure it’s simple, secure and inclusive for everyone.

For those who can’t or don’t want to use the digital process there’ll continue to be other options available. Customers can visit a branch, or in some cases, complete the process over the phone.

What else is NAB doing to protect customers from scams?   

This is just one of many actions NAB is taking to reduce the impact of fraud and scams on customers. Initiatives include:

• Removing links in text messages – if it’s got a link, it’s not from NAB.
• Introducing payment alerts to digital banking.
• Making it harder for criminals to infiltrate legitimate bank phone numbers and text message threads.
• Blocking transactions to some crypto-currency platforms where we have detected higher prevalence of scams.
• Introducing ‘Confirmation of Payee’ technology to help you check that account details match an account name.

“Stopping scams takes a whole-of-ecosystem response,” said NAB Executive Group Investigations, Chris Sheehan. “We’re helping Australians understand the red flags they need to look out for and working closely with other Banks, telcos, digital platforms, government to stop the crime in the first place.”