Kiwibank using Australia-based call centre

Kiwibank is using an Australia-based call centre for its thousands of KiwiSaver members, despite its advertising encouraging New Zealanders to "join the movement" away from big Australian banks.

The New Zealand-owned bank was using KiwiSaver scheme provider Mercer, as it was "not in a position" to offer its own scheme when KiwiSaver was launched in 2007, spokesman Bruce Thompson told the Otago Daily Times.

Mercer was one of six default KiwiSaver providers chosen by the government, and had almost 70,000 New Zealanders enrolled in its schemes.

Calls to Kiwibank's toll free KiwiSaver number were answered by a Mercer customer services representative in Melbourne.

Mr Thompson declined to comment when the Otago Daily Times asked if using the Australian-based call centre was a good look for the bank.

The call-centre, based in Melbourne, would either provide answers to the customer's inquiries or redirect the call to its officers in Auckland or Wellington offices, he said.

Consumer New Zealand chief executive Sue Chetwin said Kiwibank was "being hypocritical" and may "want to have a little look" at its advertising encouraging New Zealanders to join the bank instead of its Australian-owned peers.

- NZPA