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It’s time to act: how to prepare for ANZ’s BPAY View retirement
ANZ bank has announced it will retire BPAY View from its internet banking platform in September. That means customers who currently view and pay their bills through ANZ’s online banking will soon lose access to that digital delivery method.
If you deliver bills or notices via BPAY View and haven’t started communicating with affected customers, you’re almost out of runway.
Here’s what councils and utilities should be doing now to stay ahead of the change.
Start communicating now – before the end of August
If you’re aiming to keep your customers digital (and avoid a costly fallback to paper), you’ll want to begin customer communications before the end of August.
The best way to reach affected ANZ customers is through BPAY View. That means you’ll need to communicate the change before you lose access to the channel entirely.
This isn’t just about sending a notice. Customers will also need time to:
- Understand what’s changing
- Choose and opt in to a new digital delivery method
- Update their billing information or contact details
Waiting too long increases the risk they’ll fall back to paper by default, creating higher postage and print costs, slower delivery and more pressure on your support teams.
The earlier you start, the smoother the switch – for everyone involved.
What to do now: revisit your ANZ BPAY View transition plan
If you haven’t already activated your transition plan, now’s the time. Here’s a simple 3-step process we recommend:
- Identify which of your customers use ANZ BPAY View: This data is typically available from your delivery provider. (If you’re using Payreq, we offer a step-by-step guide and hands-on support.)
- Communicate with those customers: Let them know BPAY View will no longer be available through ANZ and offer a simple, secure alternative. Begin communications before the end of August to give customers time to act.
- Enable and promote your alternative channel: Ensure an appropriate digital delivery method is in place and clearly promoted so the transition feels seamless.
Don’t have a plan yet? Talk to your service provider now
If you’re unsure how your current provider is handling the change, ask them:
- Can we identify ANZ BPAY View users?
- What digital alternatives do we have in place?
- How are we helping customers make the switch?
If your provider can’t support a secure, trackable digital transition, it may be time to explore a more future-ready option.
We’re supporting our customers with sample letters, secure alternatives, and transition strategies and we’re happy to share what we’re seeing work across our customers.
What makes a good BPAY View alternative?
BPAY View works because it is secure, reliable and easy for customers. A strong replacement should offer:
- Secure access to notices
- Email notifications or multi-address forwarding
- Delivery confirmation and tracking
- Long-term document storage
- A simple, low-effort opt-in experience
Email attachments may get the job done in the short term, but they can’t offer the same control, confidence, or auditability.
A secure digital mailbox solution, like Payreq’s smart mailbox, gives you the flexibility of email with the structure and reliability of a trusted platform, all without major system changes.
The time to act is now
ANZ’s decision may only affect one bank today, but it highlights a broader truth: digital delivery needs to be flexible, inclusive, and ready for change.
You don’t need to overhaul everything overnight, but you do need to put a plan in motion. The end of August is the window to reach customers before they’re left without a digital option.
Need help creating a digital alternative that works for you and your customers? We’re here to support.
Missed our original blog? Catch up here
