Helping you access the Bank
Assistance Package for borrowers impacted by COVID-19
Visa payWave limit increase
Coronavirus fraud and scam warnings
With COVID-19 we are facing unprecedented and challenging events. As a mutual bank, a community and as Australians, we’re all in this together.
We want to assure you that the entire team at the Bank is here to support you during this difficult time. Whether you’re a homeowner, a retiree, a casual employee, a student or a junior member – we’ll continue to provide essential banking services as we have always done.
We’re monitoring the situation on a daily basis, following the advice of the Australian federal and State governments, and doing all we can to keep our members, our customers, our employees, and our wider community as safe as practicable.
As always, the health and safety of our members and staff is our primary focus, and we are committed to continuing to deliver banking services during these uncertain times.
To help you to continue banking from home, all our usual digital banking services are available. You can use them 24 hours a day, 7 days a week:
If your visit to a branch is not strictly necessary, you can stay at home and continue to bank with us via one of these channels.
If you have not yet registered for Internet Banking or our Mobile Banking App, it only takes minutes and is a simple and convenient way to transact, from the comfort of your home.
You can find out how to get started here, or call our friendly staff if you need assistance to access these digital options. We’re more than happy to help.
As we have all learned in recent times, personal hygiene is extremely important for our health; likewise practising good cyber-hygiene is vital to stop the emotional distress and financial loss you and your family could suffer if you were a victim of fraud or a scam. Learn more about protecting yourself against fraud and scams.
Our branches and offices
Banking is an essential service, and we’ll continue to provide safe and flexible banking services as we have always done. Our branches (with the exception of two WA university campus branches) remain open. Please don’t visit a branch if you are unwell, or are required to socially isolate for any reason, including having had contact with someone diagnosed with coronavirus.
If your visit to a branch is absolutely essential, we have measures in place to protect members and staff. These include:
- Sneeze guards implemented at the service counters of our high traffic branches.
- Social distancing guide marks on the floor to facilitate safe interactions – please comply with these at all times.
- Our staff wear gloves to handle cash.
- Regular cleaning and disinfection of all of the high touch, high–traffic surfaces throughout the day.
- Free-standing hand sanitisers for use by members and employees. Please make use of this when transacting in person.
If you have a Visa debit card, you can also visit your local participating Post Office to make cash withdrawals or deposit cash and cheques via Bank@Post. Please note that fees are applicable. More information on Bank@Post and the participating Post Offices can be found on the Australia Post website.
Looking after our members and our staff
- Our Mobile Lenders are not doing face-to-face visits but continue to work closely with members by phone and email.
- The majority of our back-office employees are working securely from home.
- We have ensured that our employees have the information they need to stay healthy, and the ability to take sick leave if they are unwell in any way.
We understand the difficulties and challenges you could be facing right now, and we are committed to supporting our members during these uncertain times.
If you are in financial difficulty due to your temporary loss of employment or reduction in your income as a result of COVID-19, the Bank offers a number of options depending on your circumstances.
Some options for Home Loans
If you have a variable rate Home Loan:
- you may be able to reduce the amount of your minimum monthly repayment and retain the same Loan Term.
- you may have funds available to redraw if you have been paying more than your minimum monthly repayments. If so, these funds can be used to:
- make the minimum monthly repayments - in which case, there is nothing you need to do; or
- help you through this uncertain period – in which case, please transfer the funds to your transaction or savings account now; or
If you have an offset account
You can access those funds to make the minimum monthly repayments on your loan or you can transfer them to help you through this uncertain period.
If you wish to defer your Home Loan repayments
You may be able to defer, or pause your repayments for three months with a further review after three months. During the deferral period, interest will continue to be added to your Home Loan.
At the end of the deferral period, you may be able to extend your Loan Term. To be eligible for a deferral of your repayments, your Home Loan must not be in arrears and not have any funds available for redraw.
How to apply for a Repayment Pause on your Home Loan
- Send an email to firstname.lastname@example.org titled ‘Request for Repayment Pause’ and provide your name, your Home Loan account number and the reason why you are requesting a Repayment Pause along with any evidence of your loss of employment or reduced income; or
- Call us on (02) 8831 1919 from 8.30am to 5.00pm weekdays (Sydney time).
What to do if your Repayment Pause is due to expire soon:
If you are able to recommence payments at the end of your Repayment Pause period, there is nothing further for you to do.
- If you are unable to recommence repayments at the end of your Repayment Pause period, you can request an extension to your Repayment Pause period by sending an email to email@example.com.
- If you do not request an extension of your Repayment Pause and are unable to recommence repayments, your loan will go into default at the end of the Repayment Pause. If you have questions or concerns, it is important that you contact us to discuss your options.
Please note that interest will continue to accrue and be charged during the period of any Repayment Pause.
Please note that if you are not able to make your contractual repayments, due to the uncertainty of your circumstances, we cannot offer you a fixed rate home loan. We can offer you a variable rate interest only home loan if you are able to make interest only payments.
Due to the high number of calls currently being received, you may need to leave your details so we can call you back. All calls will be returned as soon as we possibly can. Please do not leave follow up messages or send more than one email on the same request, as that delays our ability to respond.
When you apply for a repayment pause via call or email, you can rest assured that we will respond to you with our decision within 7 business days.
Thank you for your patience as we continue to assist our members through this difficult time.
Request Financial Hardship – Home Loans, Personal Loans, Redicredits and Credit Cards
If you are not eligible for a Repayment Pause as detailed above, you can apply for Financial Hardship.
Financial Hardship is applicable to Home Loans, Personal Loans, Redicredits and Credit Cards.
Please complete the Credit Assistance Application Form and send it to us in an email titled ‘Request for Financial Hardship’ at firstname.lastname@example.org
Please note: We’re receiving a large number of requests and thank you for your patience until we get back to you. Our team will be in touch with a decision within 7 business days.
If Financial Hardship is approved, the Bank will not be reporting missed repayments to Credit Reporting Bodies during the period of Financial Hardship. This means your credit score will not be significantly impacted. Further information on the impact of payment deferrals and your credit report can be found on the independent CreditSmart website.
Some options for Personal Loans
If you have been paying more than your minimum monthly repayments, you may have funds available in your redraw. If so, these funds can be used to:
- Make the minimum monthly repayments – in which case, there is nothing you need to do; or
- Help you through this uncertain period – in which case, please transfer the funds to your transaction or savings account now.
Some options for Credit Cards
- Have credit available on your credit card, you may wish to reduce or cancel your credit card limit to avoid overcommitting yourself; or
- Wish to reduce or clear your credit card debt, you may benefit from establishing a regular repayment plan.
For further information, please go to Credit Card FAQs.
If contractual repayments are not made
If part or all of your repayment is deferred or not made, any unpaid interest will be added to your Home Loan, Personal Loan or Credit Card balance. This means that the balance will increase which will have consequences for you, for example increased future repayments and/or a longer Loan Term.
Contactless card PIN limits (payWave) are increasing temporarily from $100 to $200. This will reduce the need for physical contact with a payment terminal and help to lower the risk of COVID-19 transmission.
The new $200 limit is expected to apply for the next three-months and will be extended if required. The change was made to your cards on 6 April 2020. However, due to the number of cards, payment terminals and organisations involved, the new limit will be introduced gradually. Not all merchants will have this change and may continue to request a PIN for transactions above $100.
Learn more about contactless payments
Just like personal hygiene is extremely important when it comes to stopping the coronavirus, practising good cyber-hygiene is needed to stop the emotional distress and financial loss you and your family may suffer as a victim of fraud or a scam.
The Australian Government’s Scamwatch has warned of recent coronavirus scams and phishing attempts, as criminals try to take advantage of members of the community during this pandemic.
Please be extra mindful of this if you receive unsolicited text messages, phone calls or emails. If you are not confident that you know the source of the message or call, delete it or hang up immediately.
Keep in mind, while the Bank may contact you from time to time, we will NEVER ask you to provide your Access Code, PIN or One-Time Password, or any other code associated with your online banking.
Learn more about protecting yourself against fraud and scams
We love the opportunity to serve and support you at our Mobile Offices and Business Centres. However, please note that due to the COVID-19 crisis these scheduled events have been cancelled for the safety of our members and staff. We apologise for any inconvenience caused. All other usual banking methods remain available, including mobile banking, internet banking, and telephone banking.
We will update our events page with the latest information when these events are available again.
Thank you for your support
We would like to thank you for your continued support and showing understanding to our team members as they work hard to support you with everyone’s safety and wellbeing in mind.
We will provide further updates to members if there are any significant changes in circumstances. Please refer to our website for the latest information.
If you have any general enquiries, please contact us by email or phone or visit our Help Centre.