COVID-19 support

In these uncertain times you can depend on us.

COVID-19 support

In these uncertain times you can depend on us.

Skip to:

Helping you access the Bank  

Accessing banking services via [email protected]  

COVID-19 restrictions impacting visits to our branches  

Assistance Package for borrowers impacted by COVID-19

Visa payWave limit increase

Coronavirus fraud and scam warnings


COVID-19 has brought 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 your 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 continuing to monitor the situation and take actions to keep our members, our customers, our employees, and our wider community as safe.

Helping you access the Bank

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 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.

While we know that 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 office

Banking is an essential service, and we’ll continue to provide safe and flexible banking services. Please don’t visit a branch if you are unwell, or are required to socially isolate for any reason, including being a close or casual contact of a person with COVID-19. 

If your visit to a branch is 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.
  • 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.

Accessing banking services via [email protected]

If you have a Visa debit card, you also have the option to conduct essential banking services at your local participating Post Office. [email protected] allows you to make cash withdrawals or deposit cash and cheques. This service may assist you if you’re currently unable to leave your Local Government Area due to COVID-19 restrictions to attend one of our branches.

Please note that fees are applicable. More information on [email protected] and the participating Post Offices can be found on the Australia Post website


COVID-19 restrictions impacting visits to our branches

We’re doing all we can to keep our branches open during COVID-19, and the majority of our branches remain open to support you. However in response to the stay at home orders announced by the NSWand VIC governments, we’ve decided to temporarily close our:

  • Sydney CBD branch 
  • Parramatta branch
  • Docklands branch

These branches will close during the restrictions period to limit the potential risks to our members and staff, and to support the efforts to limit the spread of COVID-19.

We sincerely apologise for any inconvenience caused and are still here to support your banking needs during this time. If you normally visit these branches, there are some alternative options available to you:

  • In Sydney you can attend our Homebush or Western Sydney branches that remain open for face to face services. If you plan to visit a branch, please ensure to wear a mask and check in via the ServiceNSW app
  • In Melbourne you can contact the docklands team directly by emailing [email protected] to arrange a meeting by phone or Zoom
  • You can contact us directly for support on any other matters
  • All of our usual banking services are available, including mobile banking, Internet Banking and phone banking.

In line with the recent announcements by the NSW, QLD and WA governments, masks are now mandatory for members visiting one of our branches in these states.

  • In NSW, this change is effective from 4:00PM, Wednesday 23 June, until otherwise instructed by the NSW government.
  • In QLD, this change is effective from 1:00AM, Tuesday 29 June until otherwise instructed by the QLD government.
  • In WA, this change is effective from 12.01am, Tuesday 29 June until otherwise instructed by the WA government.

Our other branches across the country all currently remain open to serve you. Please keep updated on Government advice prior to visiting one of our branches, and ensure you follow the direction from your state or territory.

If your visit is not strictly essential, you are currently unwell or responding to stay at home orders, we recommend that you stay safe and bank using one of our digital banking channels. The wellbeing of our members and our staff is our priority – keep safe.


Assistance Package for borrowers impacted by COVID-19

COVID-19 has brought more change than any of us could have imagined. But just as we've done for over 50 years, we will continue to be there to support our Members.

If you need assistance at any time, please contact us with your name, member number, mobile number and email address so we can communicate with you appropriately.

We have created a quick guide that may assist you with your query:

1. Have you suffered a loss of income due to the pandemic?

  • Yes – Go to question 2
  • No – Please stay safe. If you need assistance in the future, please contact us on [email protected] or call us on 1800 800 225 and press 3 then option 3

2. Are you still able to make your contractual repayments on your loan?

  • Yes – Please stay safe. If you need assistance in the future, please contact us on [email protected] or call us on 1800 800 225 and press 3 then option 3
  • No – Go to question 3

3. Do you need assistance?

  • Yes – Go to question 4
  • No – Please stay safe. If you need assistance in the future, please contact us on [email protected] or call us on 1800 800 225 and press 3 then option 3

4. What type of assistance do you need? 

Repayment Pause 

If you get in contact with us, we may be able to vary your contract so that you are not obliged to make your monthly contractual repayments for up to two months. During this time, interest will continue to be added to your home loan. Of course, it may be best for you to continue to make full or partial repayments if you are able to do so. At the end of the Repayment Pause period, you will need to recommence the contractual repayments and either increase your repayments to ‘catch up’ on the missed repayments or seek to extend the term of the loan. Please contact us if you would like to ask for a Repayment Pause. You can email us at any time on [email protected] or alternatively you can call us on 1800 800 225 and press 3 then option 3.

Find out more about how a Repayment Pause on your home loan can help you

Financial hardship

If you get in contact with us, we may be able to place you in our Financial Hardship program, so that you are not obliged to make your contractual repayments for up to three months. During this time, interest will continue to be added to your home loan. Of course, it may be best for you to continue to make full or partial repayments if you are able to do so. At the end of this period, your options will be:

  • To recommence the contractual repayments and either increase your repayments to ‘catch up’ on the missed repayments or seek to extend the term of the loan
  • To provide us with details of how you intend to clear the loan amount which may include your plan to sell the residential property.

Alternative options for Members with home loans

Another alternative to reduce your home loan payments is to:

1. Request reduced principal & interest loan repayments and extend the term of your loan.

2. Request interest only repayments. If you’re unable to recommence making your contractual repayments, but are at a minimum able to make interest only repayments for a limited period, we can discuss this option with you. Subject to Bank approval and loan qualifying conditions based on your individual circumstances.

It’s important to note with both of these options you will end up paying more interest over the life of the home loan.

Developing your plan

During challenging times, making financial decisions can feel overwhelming. Making your plan is the best way to consider your options so that you won’t miss an opportunity to achieve a better outcome now, than what may be available in the future.

Perhaps you’ve returned to work, found new employment, your work hours have been reduced or you’re unemployed. Understanding your financial commitments, everyday living expenses and income sources will help you to develop your plan.

If you determine that your financial position is unlikely to improve, you may be better off selling your property, or living somewhere else and renting out your property until you can afford the repayments again.

Selling your property is a big step, so we recommend that you seek financial counselling or independent legal advice first. You can contact a financial counsellor or the National Debt Helpline on 1800 007 007 to discuss your current financial situation.

Home loan interest rates and break costs

While we endeavour to provide our Members with competitive interest rates, if you are no longer able to service your loan, we are unable to offer a fixed rate home loan due to the uncertainty of your financial position.

If your circumstances change and you are able to demonstrate the ability to service the home loan, we will consider providing a fixed rate home loan.

If you currently have a fixed rate home loan with us and wish to break this contract to change to a different product, you will be required to pay break costs as per your loan contract.


Visa payWave limit to increase to $200

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


Coronavirus fraud and scam warnings

Just like personal hygiene is extremely important when it comes to stopping the coronavirus, practicing 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


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.