VoiceID

What is VoiceID?

VoiceID is like a fingerprint of your voice, which makes accessing your accounts over the phone faster and more secure.

If you enrol in VoiceID, this technology takes a voiceprint of your voice, and then compares your voice the next time you call to ensure that it really is you that we’re talking to. VoiceID contains more than 100 unique physical and behavioural characteristics of a person’s voice so it provides great protection against fraud. This voiceprint data is held within Bank Australia’s secure systems.  If you don’t provide your consent, you won’t have access to the additional security benefits of VoiceID.

VoiceID  started on 15 December 2020. For your convenience and security, you’ll have the option to be enrolled in VoiceID the next time you call our Contact Centre on 132 888. If you don’t want VoiceID, let your customer consultant know.  Your customer consultant will ask you before any enrolment. You won’t be enrolled if you don’t want to be.  Our Privacy and Credit Reporting Policy provides more information about how we collect and handle your personal information.

How does VoiceID work?

VoiceID is simple, convenient and secure.

1. Just call

The next time you call our Contact Centre, you’ll have the option to be enrolled in VoiceID simply by talking to us. Let your customer consultant know if you don’t want VoiceID.  Your customer consultant will ask you before any enrolment. You won’t be enrolled if you don’t want to be.

2. Just talk

After your enrolment, whenever you call us our system will automatically recognise your voice. You won't normally need to say your password.

3. Just in case

If ever you have lots of background noise, are severely unwell or another condition means your voice is hard to pick up, we can ask for your password or security questions to verify you.

Is VoiceID safe and secure?

Yes. Your voice is as unique as your fingerprint, making it highly secure. VoiceID contains more than 100 unique physical and behavioural characteristics of a person’s voice which makes it great protection against fraud.

VoiceIDs are stored in a highly secure system by our specialist service provider, separate to any other customer data. At some of the largest organisations in the world, PINs, passwords and security questions have led to massive-scale data breaches. VoiceID has been proven to reduce security risk and drive down fraud while also being convenient for you to get your banking done efficiently over the phone.

Why should I use VoiceID?

Your voice is as unique as your fingerprint. Using VoiceID means your voice will be the main way we identify you. VoiceID is more secure and more efficient. You’ll only need to use your password or go through your security questions if your VoiceID can’t be matched – such as if you have lots of background noise or are sick that day. Using your voice as the main way to identify you really helps ensure only you (or your nominated person) can access your accounts, helping protect your money from fraud.

When will VoiceID start?

VoiceID  started on 15 December 2020. For your convenience and security, you’ll have the option to be enrolled in VoiceID the next time you call our Contact Centre on 132 888. If you don’t want VoiceID, let your customer consultant know.  Your customer consultant will ask you before any enrolment. You won’t be enrolled if you don’t want to be.

Can VoiceIDs be hacked?

All voice data is encrypted into a secure database to ensure your data is safe and secure.

What about impersonators or if you have an identical twin?

Your voice has more than 100 characteristics. Voices are truly unique to a person, twins won’t have the same voice characteristics and your voice can’t fully be replicated by an impersonator.

What if i'm ill and it affects my voice?

Small changes in your voice won’t cause VoiceID to fail. However, if you have something like laryngitis or a more severe illness that causes an inability to speak, VoiceID may fail. This is when you could use your pin, password or a series of authentication questions to verify your identity.

Can I opt out of VoiceID?

Yes, you can opt out of VoiceID at any time by calling us on 132 888. If you opt out, we’ll continue using your password and security questions to identify you.