Frequently Asked Questions

Why do I need to provide additional information?

What will I be asked to do?

When will I be asked to provide additional information?

Will my information be safe?

How will Western Union use my personal information?

What additional documents may I need to provide?

What if I did not have the documents ready when Western Union asked for them?

If I provided identity documents for an online transfer, will I need to provide them again for an in-person transfer?

I was asked for an additional interview. Why?

Can my transfer still get rejected? What can I do?

What if I choose not to share my information?

Where can I learn more about this legal requirement?

What should I do if I have questions that aren’t answered here?

 


 

Why do I need to provide additional information?

All financial institutions and Western Union, are required to collect additional identity information to know their customers better. When we understand who is sending and receiving money, we can help protect your money from being used for illegal activities.

Top


What will I be asked to do?

Depending on your transaction amount, type, and location, some or all of the following may be required:

  • • You may be asked to provide your photo identification document and your address.
  • • You may be asked questions by the agent.
  • • You may be required to send us additional documentation.
  • • You may be asked for a telephone interview. 

Top


When will I be asked to provide additional information?

Sometimes local or global rules and regulations require us to collect additional information from people sending money online or at an agent location. These requirements are based on transfer amounts, receiver’s country, and other factors.
Find more details in our privacy statement or in the terms and conditions on your money transfer receipt.

Top


Will my information be safe?

Western Union takes the protection of customer information very seriously. Your information will be kept in Western Union’s secure databases and used only as permitted by data protection law. We also use encryption and other technologies to protect the information we collect from you.

Top


How will Western Union use my personal information?

Western Union says how we use your personal information in our money transfer terms and conditions. This information is available on the form or receipt that you receive and sign when you send or receive money. You can also find details in our online privacy statement. If you have any further questions, please contact us using the personal information section of the terms and conditions or via the Contact Us section.

Top

 

What additional documents may I need to provide?

  • Photo ID documents:*
    • {{item.docIdName.name}}
      • {{subItem.docIdName.name}} - {{subItem.desc}}
  • Non-ID documents:*
    • {{item.docIdName.name}}
      • {{subItem.docIdName.name}} - {{subItem.desc}}


* Must be current and valid.

* Proof of address documents must have been issued within the last 3 months and sent to you at your home address. 

* The Local authority letter can be original, JP certified copy or printed from the Internet.

Top


What if I did not have the documents ready when Western Union asked for them?

You can upload the documents online at upload.wu.com. Always use your full name exactly as it appears in your documents. 

Top


If I provided identity documents for an online transfer, will I need to provide them again at an agent location?

Yes. Requirements are different for online and agent location transactions.

Top


I was asked for an additional interview. Why?

Depending on the location and service type, we may be required to collect additional information. Western Union complies with all regulatory requirements and sometimes an interview is the best way to collect information.

Top


Can my transfer still get rejected? What can I do?

Occasionally, money transfers get rejected. If you are eligible for a refund, you will need to go to an agent location. 

Top


What if I choose not to share my information?

Western Union is required to comply with regulatory requirements and internal policies. If you choose not to provide additional information, you will not be allowed to send or receive money.

Top


Where can I learn more about this legal requirement?

You can access the Australian regulations for Record Keeping and Client Identification for Money Services Businesses online: 

Record keeping obligations

Due dilignece procedures

Top

  
What should I do if I have questions that aren’t answered here?

For more information about this process, please contact us at 1800-501500 or australia.customer@westernunion.com

Top

 

© 2017 Western Union Holdings, Inc. All Rights Reserved.

Privacy Statement