Helping you access the Bank
Docklands Office, Melbourne – temporary closure
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.
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 safe 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 office
Banking is an essential service, and we’ll continue to provide safe and flexible banking services. Our branches (with the exception of the temporary closure of our Docklands Office) 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’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 evolving COVID-19 situation in Victoria, we will be temporarily closing the Docklands Office in Melbourne for normal trading hours. Protecting the health and wellbeing of our members and staff is our priority.
The Docklands Office will close for normal trading hours from Thursday, 23 July 2020 until Monday, 28 September 2020. During this time, you can request an appointment with the team for any service that requires a face to face meeting.
We sincerely apologise for any inconvenience caused and are here to support your banking needs during this time. If you normally visit this branch, there are a number of alternative options available for you.
- You can reach the Docklands team directly by phoning (03) 9621 6800 or emailing email@example.com. Please use these contact details should you need to request an appointment. Our staff will be on hand and ready to assist you.
- All our usual banking services are available, including Mobile Banking, Internet Banking and Phone Banking. If your visit to a branch is not strictly necessary, we do recommend that you stay safe and bank using one of these online channels.
If you have any questions, please do not hesitate to contact us.
Find more information on how you can access the bank.
This year has brought more change than any of us could have imagined. But just as we've done over the past 50 years, we will continue to be there to support our Members.
Members in Victoria
If you’re in Victoria and are in financial difficulty due to loss of employment or reduction in your income as a result of Stage 4 COVID-19 restrictions, we offer a number of support options.
Pause your home loan repayments
Members in Victoria may be able to pause their home loan repayments for an initial three months to a maximum of six months in total. During the pause period, interest will continue to be added to your home loan.
Find out how a Repayment Pause on your home loan can help you.
Members in Victoria can apply for a Repayment Pause by:
- Email to firstname.lastname@example.org titled “Request Repayment Pause Vic”
- Include your name and home loan account number
- The reason along with any evidence of loss of employment or reduced income
Alternatively you can call us on 1800 800 225, press 3 then option 3, 9am to 5pm weekdays (Sydney time).
Members outside of Victoria
With the gradual easing of COVID-19 restrictions we no longer offer Repayment Pauses for Members outside of Victoria.
If you’re still facing difficulties and are unable to make any repayments at all, you can apply for financial assistance under our Financial Hardship program.
Where possible, we encourage you to make interest-only payments on your home loan, personal loan, RediCredit or Credit Card.
The Financial Hardship program was created to help our Members through tough times. If you apply and are approved for financial hardship, you’ll have three to six months to prepare a plan to get on top of your finances. That means within this financial hardship period, you do not have to make your contractual repayments on your home loan.
Find out how our Financial Hardship program can help you.
How to contact us
Every Member is unique, and so are their financial difficulties. We want to do whatever we can to help you through this time. Please get in contact with us on 1800 800 225, press 3 then option 3, 9am to 5pm weekdays (Sydney time) or email us email@example.com
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 independent advice first.
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 maximum period of up to 12 months, we can discuss this option with you.
It’s important to note with both of these options you will end up paying more interest over the life of the home loan.
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.
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, 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.