In November 2018 we let you know about our intended changes to Johnsonville NZ Post and Kiwibank. This is a follow up communication to let you know Kiwibank will be withdrawing services from this branch on Wednesday 29 January 2020.
Over the past few years we’ve seen customer preference shift from ‘bricks and mortar’ to our quick and safe banking options that are accessible all day, every day. Some customers have never stepped foot into a physical Kiwibank branch and 93% percent of all Kiwibank transactions are done via our digital customer channels.
While we are closing our Johnsonville branch, we are continuing to invest in the Wellington region. We have a standalone branches in Wellington CBD, on Lambton Quay and Manners Street, as well as branches in Porirua and Lower Hutt. Our ATM will remain in Johnsonville Mall for withdrawals and account balances.
Over 75% of our Johnsonville customers already use alternative Wellington branches, and for those who are interested in online options, we have specially-trained Kiwibank Angels who are offering one-on-one training together over a cup of tea. Our team members are also available to travel and talk to groups about alternative banking options.
For the small number of customers that only use the Johnsonville branch for their banking, we understand that change can be uncomfortable, stressful and unsettling. For those customers who do not wish to travel to another Kiwibank branch nearby, we are committed to working with them to provide the necessary information and skills to achieve cheaper, faster and safer banking. We’ll be communicating directly with impacted customers to inform them of the change and what other banking options are available to them.
To further enable customers to learn online banking options we’ve partnered with Digital Inclusion Alliance Aotearoa who are delivering the Stepping UP Digital Banking training courses in over 120 libraries and community centers across the country. This course will be available from the Johnsonville Library and you can find all training locations in Wellington here.
We know a digital divide affects more than just Kiwibank customers, so this free training is designed for both Kiwibank customers and non-customers alike. The venues where this training is provided, i.e. libraries, also provide online access going forward if a customer has no home internet connection.
We’re also concerned with those in more isolated communities which is why from this week we’ve sent a mobile training bus, DORA, on a continual road trip around the country. DORA stands for Digital On-Road Access and she travels around less populated parts of New Zealand to deliver the same training.
Kiwibank is doing this because even though we are evolving, we remain committed to be a bank that provides real value for money, that has Kiwi values at heart, and keeps Kiwi money where it belongs – right here in New Zealand.
New Zealand Post will continue to offer the full range of postal and bill-pay services at the current location.