Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search


Support For Customers And Branch Hours In Alert Level 3

TSB is renowned for its customer care, but the bank’s commitment has gone to a whole new level as part of its response to COVID-19, including personally contacting customers to ‘check-in’.

CEO Donna Cooper says she’s incredibly proud of the way the Bank is going the extra mile to help New Zealanders at this challenging time.

“At TSB we genuinely care about our customers and since the COVID-19 pandemic began our people have demonstrated that more than ever.

“Our frontline teams have been proactively contacting customers who have missed a mortgage or credit card payment they usually make, to check in and make sure they understand the ways we can help them.

“We’ve had a really great response to this with many people grateful we’ve reached out and helped them get a better understanding of their options.

“I think often people are afraid to ring their Bank when they’re struggling, but by having a conversation we can work together to identify the best ways to help and that’s a good outcome.”

Ms Cooper says TSB teams have also been proactively ringing customers over 70 years old to check in and offer support, starting with the people who typically rely solely on branches to do their banking.

“We miss seeing these people in our branches on a regular basis, but it’s simply not safe for them to be out and about in the way they normally would.

“So it’s wonderful we can help them in other ways, including providing them with the ‘hello’ and conversation that they would usually get from us.”

Ms Cooper says another positive thing to come from this challenge is that the Bank has been able to upskill customers on how to use online and mobile banking services.

“COVID-19 has shown us how valuable it is for our customers to have alternative ways to do their banking, so we’ve been working closely with people to get them signed up and using our online and mobile options.

“Our people won’t hesitate to spend an hour with someone teaching them the ins and outs of online banking which I think is pretty amazing.

“Our team are great teachers and find it really rewarding when they’ve helped someone to become an online banking pro! So I encourage our customers who aren’t already using online or mobile banking to give us a call on 0800 872 226 and we’ll help get them up to speed.”

To help customers who aren’t able to use ATMs, phone or online banking, during Alert Level Three TSB branch opening hours will be extended from 9am-12pm on Mondays to a full day.

To follow Government direction and align with the other New Zealand banks one branch in each region TSB operates will be open on Mondays only (or Tuesday 28 April due to ANZAC observed holiday), except in Taranaki where four will open to cater to a larger customer base. All other branches are closed until further notice. Specific opening hours can be found on the TSB website.

“We expect demand on our branches will grow next week with more economic activity occurring under Alert Level Three, so that’s why we’re extending our weekly opening hours to full days,” says Ms Cooper.

Ms Cooper wants to reinforce that customers should still only visit these branches if they really need to.

“The Government is continuing to ask New Zealanders to stay home to save lives – so wherever possible we need our customers to do their banking using our online, mobile and phone services and to apply for COVID-19 support packages via our website.

“That will mean our branches will be safer and we’ll be able to spend more time supporting customers who can’t use our other services.”

If customers do need to visit a TSB branch, they can be reassured these are being cleaned to the highest standard and have strict safety protocols in place, such as observing two metre distancing guidance and staff wearing gloves.

© Scoop Media

Business Headlines | Sci-Tech Headlines


Science Media Centre: Funding For R&D In New Zealand – Expert Reaction

Research, Science and Innovation Minister Dr Megan Woods has today announced $401.3 million funding for research and development through Budget 2020 and the COVID Response and Recovery Fund. The fund includes $150 million for an R&D loan scheme, ... More>>


Maritime NZ: NZ Joins Global Initiative Keeping Ports Open And Freight Moving

New Zealand has joined an international port authorities’ global initiative for safe and efficient movement of goods and shipping during the COVID-19 crisis. World-wide, 56 port authorities have agreed how they will work together facilitating maritime ... More>>


National: National Backs Businesses With $10k JobStart

National will provide a $10,000 cash payment to businesses that hire additional staff as part of our commitment to keeping New Zealanders in jobs, National Party Leader Todd Muller and Finance spokesperson Paul Goldsmith have announced. Our JobStart ... More>>


DIY Law: Government Exempts Some Home Improvements From Costly Consents

Homeowners, builders and DIYers will soon have an easier time making basic home improvements as the Government scraps the need for consents for low-risk building work such as sleep-outs, sheds and carports – allowing the construction sector ... More>>


Media Awards: The New Zealand Herald Named Newspaper Of The Year, Website Of The Year At Voyager Media Awards

The New Zealand Herald has been labelled a “powerhouse news operation” as it claims the two biggest prizes – Newspaper of the Year and Website of the Year – along with many individual awards at the 2020 Voyager Media Awards Website of the ... More>>


ASB Bank: ASB Takes The Lead Again With New Low Home Loan Interest Rate

ASB has moved again to support its customers, cutting a number of home loan rates, including the two-year special rate to a new low of 2.69% p.a. Craig Sims, ASB executive general manager Retail Banking says the reduced rate will be welcome news for many ... More>>


Nathan Hoturoa Gray: The Problems With Testing And Case Statistics For Covid-19

To begin to understand disease transmission in a country requires adequate testing of your population with properly vetted, accurate tests. As the world struggles to find what 'adequate percentage' of the population is necessary, (estimates predict ... More>>


RNZ: Fletcher Building To Lay Off 1000 Staff In New Zealand

The construction company will cut around 10 percent of its workforce as it struggles with the fallout from Covid-19. More>>


Can Pay, Won't Pay: Cashflow Moves Urged

Government Ministers are asking significant private enterprises to adopt prompt payment practices in line with the state sector, as a way to improve cashflow for small businesses. More>>


Gordon Campbell: On Why We Should Legally Protect The Right To Work From Home

For understandable reasons, the media messaging around Level Two has been all about “freedom” and “celebration”, but this is not necessarily going to be a universal experience. When it comes to workplace relations, Level Two is just as likely to ... More>>


New Zealand Government: Supporting Kiwi Businesses To Resolve Rent Disputes

The Government will legislate to ensure businesses that suffered as a result of the COVID-19 response will get help to resolve disputes over commercial rent issues, Justice Minister Andrew Little announced today. More>>


Science Media Centre: Understanding 5G Concerns – Expert Q&A

Recent attacks on cell phone towers have brought concerns over the rollout of 5G technology into sharp relief.
While scientific research has consistently shown that the technology does not adversely affect human health, public concerns about its impact have spread around the world, fueled in part by growing misinformation online. The SMC asked experts to comment... More>>


Trade: Record Monthly Surplus As Imports Dive

Imports in April 2020 had their biggest fall since October 2009, resulting in a monthly trade surplus of $1.3 billion, Stats NZ said today. “This is the largest monthly trade surplus on record and the annual goods trade deficit is the lowest ... More>>


Media Blues: Stuff Chief Executive Buys Company For $1

Stuff chief executive Sinead Boucher has purchased Stuff from its Australian owners Nine Entertainment for $1.
The chief executive was returning the company to New Zealand ownership, with the sale is expected to be completed by 31 May.
"Our plan is to transition the ownership of Stuff to give staff a direct stake in the business as shareholders," Boucher said in a statement.... More>>


RNZ: Bar Reopening Night 'much, Much Quieter'

Pubs and bars are reporting a sluggish first day back after the lockdown, with the fear of going out, or perhaps the joy of staying home, thought to be a reason for the low numbers. More>>


Stats NZ: New Zealand’s Population Passes 5 Million

New Zealand's resident population provisionally reached 5 million in March 2020, Stats NZ said today. More>>

NIWA: Seven Weeks Of Clearing The Air Provides Huge Benefits: Scientist

Seven weeks of lockdown has provided evidence of how pollution can vanish overnight with benefits for the environment and individuals, says NIWA air quality scientist Dr Ian Longley. Dr Longley has been monitoring air quality in Auckland, Wellington ... More>>


Government: Milestone In Cash Flow Support To SMEs

A significant package of tax reforms will be pushed through all stages in Parliament today to throw a cash flow lifeline to small businesses. More>>