Geography: This article is applicable for ANZ Transactive - Global customers banking in Australia and New Zealand. Full details are available in Features by Geography.
The following types of service requests can be created in ANZ Transactive – Global:
Payments & Transactions
If you are using Version 2.0 of Service Requests, your organisation's Customer Admins can add approval requirements to any request type that has Approval Required = No. Refer to Other Settings Screen for more information. Not sure what version of Service Requests you are using? Check Service Requests Version FAQs.
| SERVICE REQUEST CATEGORY |
SERVICE REQUEST JURISDICTION |
SERVICE REQUEST TYPE | SERVICE REQUEST DESCRIPTION | RAISED AGAINST | APPROVAL REQUIRED |
| General Enquiry | AU | Account Enquiry | Raise an enquiry on an account. If your enquiry is urgent or time sensitive, please contact the ANZ Customer Service Centre. | Account | No |
| AU | Transaction Enquiry | Raise an enquiry on a transaction. If your enquiry is urgent or time sensitive (such as dishonoring a transaction), please contact the ANZ Customer Service Centre. | Account | No | |
| Trace Payments & Transactions | AU |
Trace Transaction |
Trace a transaction if your beneficiary is claiming non receipt or you are unable to reconcile a transaction. | Account | No |
| AU | View Transaction Details | View additional remitter details relating to a direct entry credit transaction. | Account | N/A | |
| Investigate Payments & Transactions |
AU |
Backdate Transaction |
Request a transaction to be backdated if an ANZ error caused the transaction to be processed on an incorrect date. | Account | No |
| AU | Claim Missing Deposit | Submit a claim if a cash or cheque deposit into your account is missing or partially missing. | Account | No | |
| AU | Fix Cheque Encoding Error | Request to fix a cheque encoding error when a cheque number or amount has been captured incorrectly. | Account | No | |
| AU |
Recall Payment |
Request a payment recall if you have made a payment in error and would like the funds to be returned to your account. | Account | No | |
| AU | Return Incorrectly Received Funds | Request a return of funds if you are unable to reconcile a transaction and would like the funds returned. | Account | No | |
| AU |
Stop Cheque |
Request a stop on up to 10 individual cheques or an entire cheque book that has not been presented. | Account | No | |
| AU |
Stop Cheque - Bulk |
Request a stop on a minimum of 11 individual cheques that have not been presented. | Account | No | |
| Order Books | AU | Order Cheque Book | Order a cheque book for your account. | Account |
Existing Address - No New Address - Yes |
| AU | Order Deposit Book | Order a deposit book for your account. | Account | No | |
| Manage Periodical/Automatic Payments |
AU, NZ | Add Periodical/Automatic Payment | Add a periodical/automatic payment on your account. | Account | Yes |
| AU, NZ | Amend Periodical/Automatic Payment | Amend a periodical/automatic payment on your account. | Account | Yes | |
| AU, NZ | Close Periodical/Automatic Payment | Close a periodical/automatic payment on your account. | Account | No | |
| AU, NZ | Suspend Periodical/Automatic Payment | Suspend a periodical/automatic payment on your account. | Account | Yes | |
| NZ | View Automatic Payment Details | View and export the details of active automatic payments on your New Zealand domiciled accounts. | Account | No | |
| Manage Direct Debit Transactions |
AU | Block Direct Debit User ID | Block a Direct Debit User ID from debiting your account for a specific transaction amount. This is effective for 15 months from the date of request. | Account | No |
| AU | Cancel Direct Debit | Request to cancel a direct debit authorisation from your account. | Account | No | |
| AU | Dispute Direct Debit Transaction | Dispute a direct debit transaction and request the funds to be returned to your account. | Account | No | |
| AU | Request Direct Debit Authorisation | Request a copy of the direct debit authorisation agreement associated with direct debit transactions on your account. | Account | No |
Digital Channels
| SERVICE REQUEST CATEGORY |
SERVICE REQUEST JURISDICTION |
SERVICE REQUEST TYPE | SERVICE REQUEST DESCRIPTION | RAISED AGAINST | APPROVAL REQUIRED |
| Manage* Digital Channels | AU, NZ |
Add User |
Add a User ANZ Managed user to your ANZ Transactive - Global site. | Digital Channel | Yes |
| AU, NZ |
Amend User |
Amend an ANZ Managed user or upgrade a Company Managed user on your ANZ Transactive - Global site. | Digital Channel | Yes | |
| AU, NZ |
Delete Account |
Delete an Account from your ANZ Transactive - Global site. | Digital Channel | No |
Accounts & Legal Entities
| SERVICE REQUEST CATEGORY |
SERVICE REQUEST JURISDICTION |
SERVICE REQUEST TYPE | SERVICE REQUEST DESCRIPTION | RAISED AGAINST | APPROVAL REQUIRED |
| Manage Accounts & Legal Entities | AU, NZ | Generate Account Confirmation Letter |
Generate a confirmation letter for your account. |
Account | No |
| AU | Request Account Closing Balance |
Submit a request to receive the closing balance for your account. |
Account | No | |
| Manage Statements & Bank Feeds |
AU | Amend Statement Preferences | Amend the statement preferences; including statement address, frequency or account descriptor for your account. | Account | No |
| AU | Resume Paper Statements | Resume printed paper statements for your account. | Account | No | |
| AU | Stop Paper Statements | Stop printed paper statements for your account to receive account statements via ANZ Transactive - Global only. | Account | No | |
| AU | Activate Bank Feeds | Activate a bank feed from your account to your chosen software platform. | Account | No | |
| AU | Deactivate Bank Feeds | Deactivate a bank feed from your account to your chosen software platform. | Account | No |
Upload Documents
|
SERVICE REQUEST JURISDICTION |
SERVICE REQUEST CATEGORY | SERVICE REQUEST SUB-CATEGORY | SERVICE REQUEST TYPE | SERVICE REQUEST DESCRIPTION |
| AU |
Payments & Transactions |
Facilities | Manage BPAY Facility | Amend the details of, transfer or close your BPAY facility. |
| Manage Bureau Facility |
Apply for, amend the details of, or cancel a Bureau facility authorised to make direct entry credit payments from your account on your behalf. |
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|
Accounts & Legal Entities |
Accounts & Legal Entities |
Amend Group Mandate | Add or delete a legal entity to/from a group mandate. | |
| Amend Legal Entity Name | Amend a legal entity name for your legal entity and account(s). | |||
| Amend Liquidator/Receiver/Administrator | Add an administrator/liquidator/receiver for your legal entity and account(s). | |||
| Close Account | Close an account with the option of removing from your digital channel. | |||
| Open Account | Open an account with the option of adding to your digital channel. | |||
| Paper Signatories |
Add Paper Signatories | Add an authorised signatory to your account and/or digital channel. | ||
| Amend Paper Signatories | Amend the details including, legal name, contact details and specimen signature of an authorised signatory. | |||
| Delete Paper Signatories | Delete an authorised signatory from your account and/or digital channel. | |||
|
Digital Channels
|
Users |
Add User to Digital Channel |
Add a user to your digital channel. | |
| Amend User on Digital Channel | Amend a user on your digital channel. | |||
|
Delete User from Digital Channel |
Delete a user from your digital channel. | |||
| Accounts |
Add Account to Digital Channel |
Add an account to your digital channel. | ||
| Amend Account on Digital Channel | Amend the functionality or product entitlements for an account on your digital channel. | |||
| Delete Account from Digital Channel | Delete an account from your digital channel. | |||
| Legal Entities |
Add Legal Entity to Digital Channel |
Add a legal entity to your ANZ Transactive - Global site. | ||
|
Amend Legal Entity on Digital Channel |
Add or delete accounts for a legal entity registered to your ANZ Transactive - Global site. | |||
|
Delete Legal Entity from Digital Channel |
Delete a legal entity from your ANZ Transactive - Global site. | |||
| Other |
Add Loan Deal to Digital Channel | Add a loan deal to your ANZ Transactive - Global site. | ||
|
Amend Billing Details |
Amend the billing details including, account, invoice delivery details or method for your digital channel. | |||
|
Amend Digital Channel Details |
Amend the details including, administration model or functionality of your digital channel. | |||
| Close Digital Channel |
Close Digital Channel |
Close your digital channel. |