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 firstname.lastname@example.org. 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.
The financial well-being of our members is more important to us than ever. We are committed to supporting you no matter your situation, including our members living or working in Melbourne who have moved to stage 4 restrictions.
Members in VIC
If you are living or working in Victoria and are in financial difficulty due to your temporary loss of employment or reduction in your income as a result of stage 4 COVID-19 restrictions, the Bank offers a number of support options depending on your circumstances.
Defer your Home Loan repayments
You may be able to defer 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 email@example.com titled ‘Request for Repayment Pause - VIC’ 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).
If you are not eligible for a Repayment Pause as detailed above, you can apply for Financial Hardship. Please see details below.
Members in NSW, QLD, NT, WA, SA and TAS
As the COVID-19 pandemic came to light, we reacted quickly to help our members who were adversely affected, by offering a Repayment Pause on their home loan or other credit assistance.
With the gradual easing of COVID-19 restrictions in some states of Australia, we no longer offer new standardised Repayment Pauses for members outside of Victoria. If your circumstances remain the same, members utilising an existing Repayment Pause may request an additional three months, to a maximum of six months in total. Find more information on this below.
In place of this, if you are experiencing difficulty in meeting your financial commitments, we will address your circumstances on a case by case basis and offer tailored support for your circumstances via our Financial Hardship service.
All members: Request Financial Hardship – Home Loans, Personal Loans, Redicredits and Credit Cards
Where possible, we encourage you to make interest-only payments on your home loan, personal loan, Redicredit or credit card. If you are able to make these payments, you can rest assured the amount owing under your loan will not increase as interest will not be capitalised. Capitalising interest means that unpaid interest continues to be added to the outstanding loan balance and as a result the loan balance will increase over that time.
If you need assistance with making your contractual repayments, please complete the Credit Assistance Application Form and send it to us via email titled ‘Request for Financial Hardship’ at firstname.lastname@example.org
Find more information on Financial Hardship.
Members with Home Loans
Some options that may assist you:
- If you have a principal and interest repayment, ask to reduce the amount of your repayment. You may be paying more than you need to repay the home loan by the end of the loan term. You may also be able to extend the loan term to allow you to repay over a longer time. Please note that in both these cases, the amount of interest over the life of the loan will be higher.
- Ask to change your contract from a principal and interest repayment to an interest only payment. Please note that you will pay more in interest as the balance of the loan is not being reduced.
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 cannot offer a fixed rate home loan due to the uncertainty of your position. The interest rate that will apply will be a variable interest rate.
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 the Bank 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.
Developing a Plan
If you are experiencing financial difficulty, one of the things that may help you is to develop a plan with dates for when certain actions will be completed.
We can talk more to you about this once you have provided us with your completed Credit Assistance Application Form.
Period of Credit Assistance
The period of credit assistance generally lasts six months.
At the end of the credit assistance period, we would expect that you have either demonstrated the ability to repay the credit facility over an agreed term or you have an alternate plan to repay the credit facility.
Repayment Pauses for Home Loans
The maximum period of the Repayment Pause is six months in total.
At the end of the first three month Repayment Pause, you may:
- Recommence repayments as you did before the Repayment Pause. In due course, we will be in touch to discuss either making an additional one-off repayment to cover the interest charged during the period of the Repayment Pause or extending the loan term.
- Request an interest only period if you have the capacity to make such payments
- Request a further three month repayment pause. In these cases, we need you to consider your previous employment history, qualifications, and industry of ordinary employment before making the request in order to feel satisfied that a further Repayment Pause is in your best interest
To request credit assistance, see Credit Assistance Application Form.
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.