Service Requests FAQs

The version of Service Requests you are using is listed on the right of the Control Bar in all Service Requests menus:

The differences between Version 1.0 and Version 2.0 of Service Requests relate to user roles, permission settings, and approval models.

Each version will have the same Service Request Types available.

If you would like more information, please contact your ANZ representative.

Moving from Version 1.0 to Version 2.0 is not available at this time.
If you would like more information, please contact your ANZ representative.

The following account types will be eligible, based on your permission settings and whether the account has been enabled for Service Requests.

Service Requests Category	Service Request Type	Eligible Account Types
		AU domiciled Institutional accounts	AU domiciled Commercial accounts	AU domiciled Foreign Currency accounts	NZ domiciled Institutional accounts	NZ domiciled Commercial accounts	NZ domiciled Foreign Currency accounts
General Enquiry	Account Enquiry	Y
	Transaction Enquiry	Y
Trace Payments & Transactions	Trace Transaction	Y		Y
	View Transaction Details	Y
Investigate Payments & Transactions	Backdate Transaction	Y
	Claim Missing Deposit	Y
	Fix Cheque Encoding Error	Y
	Recall Payment	Y
	Return Incorrectly Received Funds	Y
	Stop Cheque	Y*	Y*
	Stop Cheque - Bulk	Y
Order Books	Order Cheque Book	Y*	Y*
	Order Deposit Book	Y*	Y*
Manage Periodical / Automatic Payments	Add Periodical / Automatic Payment	Y			Y	Y
	Amend Periodical / Automatic Payment	Y			Y	Y
	Suspend Periodical / Automatic Payment	Y			Y	Y
	Close Periodical / Automatic Payment	Y			Y	Y
	View Automatic Payment Details				Y	Y
Manage Direct Debit Transactions	Block Direct Debit User ID	Y
	Cancel Direct Debit	Y
	Dispute Direct Debit Transaction	Y
	Request Direct Debit Authorisation	Y

*Select account types only, please contact your ANZ representative for more information.

The following account types will be eligible, based on your permission settings and whether the account has been enabled for Service Requests.

Please refer to User Permissions to understand:

• What each Service Request role and/or permission setting allows a User to do 
• Which menus each Service Request role and/or permission setting can access
• Relevant attributes for each Service Request role and/or permission setting and how to assign these

This will depend on what version of Service Requests you are using. Not sure what version you are using? Refer to Service Requests Version FAQs to find out more.

VERSION 1.0

VERSION 2.0

The following company managed roles can be managed within the Administration menu: Service Request - View Service Request - Create The following roles are ANZ managed and can be managed by the Add User or Amend User service requests in the Service Requests > Digital Channels menu. These service requests require to be approved by 2 users with the Service Request - Authorised Person role before the request can be sent to ANZ for processing. Service Request - Transact Service Request - Authorised Person The following role is ANZ managed and requires paperwork to be completed. Please contact your ANZ representative for more information. Service Request - Appoint

The following Cash Management company managed roles can be managed within the Administration menu: All Entitlements* Create & Approve (Not Own)* Approve* Create* Reporting* Custom roles* The following roles are ANZ managed and can be managed by the Add User or Amend User service requests in the Service Requests > Digital Channels menu. These service requests require to be approved by 2 users with the Service Request - Authorised Person role before the request can be sent to ANZ for processing. Custom Admin* Service Request - Approve Account The following role is ANZ managed roles and requires paperwork to be completed. Please contact your ANZ representative for more information. Service Request - Approve Account *These roles are not Service Requests roles but contain Service Requests Permission Settings.

You can manage security devices for existing users via the Digital Channels > Amend User Service Request.

You will not be able to approve, or reject, a Service Request, if: 

• You do not have the correct role or permission settings - please refer to User Permissions to understand which role(s)/permission setting(s) can approve requests. 
• You have not logged in with a security device - If you have the correct role or permission settings, but have not logged in with your security device, you won't be able to approve/reject a service request. 

Yes. If the request has not been completed correctly by ANZ, you can reopen selected Service Requests that have been completed within 14 days. Please refer to Reopen a Service Request. 

If the Reopen action is not available, please contact your ANZ representative to obtain the required information.

Once a request is submitted to ANZ for processing, if ANZ requires additional information to process the request, the request will enter a 'More Information Required' status.

Only when a request is in a More Information Required status, will you be able to add the additional information required by ANZ in the form of a comment or attachment. Please refer to Provide More Information for Service Request. 

You will not be able to see the Payments & Transactions menu for the following reasons:

• You do not have the correct role or permission settings - please refer to User Permissions to understand which role(s)/permission setting(s) can access this menu. 
• Your organisation does not have a jurisdiction in either AU or NZ - the Payments & Transactions menu is currently only available for AU & NZ jurisdictions. 

The Payments & Transactions menu is currently only available for AU & NZ jurisdictions. 

The available requests in this menu will depend on your organisation's jurisdiction. Refer to Service Request Types for more information.

Please refer to User Permissions to understand which role(s)/permission setting(s) allow users to view, manage and approve Account & Legal Entity requests. 

This will depend on what version of Service Requests you are using. Not sure what version you are using? Refer to Service Requests Version FAQs to find out more.

VERSION 1.0

VERSION 2.0

The number of approvers is based on the administration model of your organisation. If your organisation's administration model is: Single - 1 user with the Service Request - Transact role is required to approve applicable Payment & Transactions requests. Dual or Triple - 2 users with the Service Request - Transact role are required to approve applicable Payment & Transactions requests.

The number of approval is based on the Authorisation Model for the request. If the authorisation model for the request is: None - no approval is required. 1 to authorise - 1 user with the Cash Management 'Approve' permission is required to approve applicable Payments & Transactions requests. 2 to authorise - 2 users with the Cash Management 'Approve' permission are required to approve applicable Payments & Transactions requests. The Service Requests Authorisation Model is managed by your organisation's Customer Admins, please refer to Other Settings Screen for more information.

An account may not be displaying for any of the following reasons:

• The account has not been assigned to your role - please contact your organisation's Customer Admin.
• The account is not enabled for Service Requests - please contact the ANZ Customer Service Centre.
• The account is not eligible for the request - please refer Eligible Accounts FAQs to view the eligible account types for each service request. 
• The account is an NZ domiciled account - NZ accounts are only available for the Manage Periodical/Automatic Payment requests.

The report contains all your Automatic Payments that are in an active status.

If a payment end date is blank then a payment end date has not been provided, ANZ will not cancel your automatic payment without further instruction.

If the payment is due to go out on the same day a customer has scheduled to close the payment, the payment will be made and then the Automatic Payment will be cancelled.

You will not be able to see the Digital Channels menu for the following reasons:

• You do not have the correct role or permission settings - please refer to User Permissions to understand which role(s)/permission setting(s) can access this menu.
• Your organisation does not have a jurisdiction in either AU or NZ - the Digital Channels menu is currently only available for AU & NZ jurisdictions.
  

The Digital Channels menu is currently only available for AU & NZ jurisdictions.
The available requests in this menu will depend on your organisation's jurisdiction. Please refer to Service Request Types for more information.

Please refer to the User Permissions to understand which role(s)/permission setting(s) allow users to view, manage and approve Digital Channel Service Requests.

VERSION 1.0	VERSION 2.0
Service Request - Authorised Person role	Service Request - Approve Channel role

The steps to raise requests for other Digital Channels depends on the jurisdiction of your organisation.

• For AU only or AU & NZ organisations, the Upload Documents where you can download, complete and upload the required paper form. If you cannot find the required paper form for your request, please contact your ANZ representative.

• For NZ only organisations, please contact your ANZ representative.

The ANZ Transactive Global - Users service requests include:

• Add User allows you to add an ANZ Managed user to your ANZ Transactive - Global site.
• Amend User allows you to amend an ANZ Managed user* or upgrade a Company Managed user on to your ANZ Transactive - Global site. 
• Delete User allows you delete an ANZ Managed user with Cash Management and Customer Administration from your ANZ Transactive - Global site*.

Company Managed users can be added and deleted via the Administration menu.

Currently only the following ANZ Managed roles are available in the Add & Amend User request, depending on what version of Service Requests you are using. Not sure what version you are using? Refer to Service Requests Version FAQs to find out more.

Additional roles will be added in the future. Until then, please contact your ANZ representative to manage any other ANZ managed roles for your users. 

An Add or Amend User service request will require to be approved by 2 users with the appropriate Service Request role before being sent to ANZ for processing.

The Service Requests role that allows users to approve an Add and Amend User request will depend on what version of Service Requests you are using. Not sure what version you are using? Refer to Service Requests Version FAQs to find out more.

VERSION 1.0	VERSION 2.0
Service Request - Authorised Person role	Service Request - Approve Channel role

If the User has existing access to the Applications menu, they will not be deleted. They will continue to be able to log into ANZ Transactive - Global to access other applications and any related menus hosted under ANZ Transactive - Global.

You will not be able to see the Accounts & Legal Entities menu for the following reasons:

• You do not have the correct role or permission settings - please refer to User Permissions to understand which role(s)/permission setting(s) can access this menu. 
• Your organisation does not have jurisdiction in AU or NZ - the Accounts & Legal Entities menu is currently only available for AU & NZ jurisdictions. 

The Accounts & Legal Entities menu is currently only available for AU & NZ jurisdictions.

Please refer to User Permissions to understand which role(s)/permission setting(s) allow users to view, manage and approve Accounts & Legal Entities Service Requests. 

The number of approvers is based on the administration model of your organisation.

The Service Requests role that allows users to approve applicable Accounts & Legal Entities requests will depend on what version of Service Requests you are using. Not sure what version you are using? Refer to Service Requests Version FAQs to find out more. 

ADMINISTRATION MODEL	VERSION 1.0	VERSION 2.0
Single	1 user with the Service Request - Appoint role	1 user with the Service Request - Approve Account role
Dual or Triple	2 users with the Service Request - Appoint role	2 users with the Service Request - Approve Account role

An account may not be displaying for a number of reasons:

• The account or legal entity has not been assigned to your role - please contact your organisation's Customer Admin.
• The account or legal entity is not enabled for Service Requests - please contact the ANZ Customer Service Centre.
• The account is not eligible for the request - please refer Eligible Accounts FAQs to view the eligible account types for each service request. 
• The account is an NZ domiciled account - NZ domiciled accounts are only available for the Generate Account Confirmation Letter request under this menu.

You will not be able to see the Upload Documents menu for the following reasons:

• You do not have the correct role or permission settings - please refer to User Permissions to understand which role(s)/permission setting(s) can access this menu. 
• Your organisation does not have jurisdiction in AU - the Upload Documents menu is only available for Australia. 

Please refer to User Permissions to understand which role(s)/permission setting(s) can view and manage Upload Documents Service Requests.

Upload Document requests do not require an approval as, where applicable, the paper form needs to be signed by an authorised person (also known as a signatory) on behalf of the customer. 

Please contact your ANZ representative if you need to identify these authorised persons.