What type of identification do I need to provide when becoming a member?

 

Section A Australian Drivers Licence (learners or probationary acceptable) must be current, contain photo and current residential address Section B Australian Birth Certificate/Birth Card* Australian Citizenship Certificate* *original or certified copy only Australian Passport current or expired within previous 2 years, original only Centrelink issued Pension Concession Card** Centrelink issued Health Care Card** Veteran Affairs issued Pension Concession Card** **current, original only Government issued Proof of Age Card current, must contain photo and signature, original only Foreign Birth Certificate must contain accredited English translation if in foreign language, original only Foreign Citizenship Certificate must contain accredited English translation if in foreign language, original only Current Foreign Passport (containing Australian Visa entry immigration stamp) must contain photo, signature, letter of introduction from an overseas financial institution and accredited English translation if in foreign language, original only Section C Notice from the Commonwealth, State or Territory recording financial benefits* ATO Assessment Notice*, can apply to income tax, GST, FBT or HECS *must contain name & current residential address & be issued within last 12 months, original only Council Rates# Water Rates# Telephone Bill# Gas or Electricity Bill# #must contain name & current residential address & be issued within last 3 months, original only The following documents are only acceptable for persons under 18 years of age:  Letter from School Principal must be on official school letterhead, contain name, residential address and time attended the school and be issued within last 3 months, original only Photo ID issued by an Educational Institution must be current, contain name and photo, original only All Identification documents must be in the same name or a Marriage Certificate or Change of Name Certificate will be required to show any differences in names. All Identification documents containing address details must have the current address listed.

Accessing My Community CPS Accounts

Where can I find Community CPS Reditellers?

Community CPS has a number of ATMs conveniently located across SA, ACT and NSW. Find your nearest Community CPS ATM. 

ATM access interstate or overseas

How can I access my Community CPS accounts while interstate?

You can use any ATM or Rediteller Australia wide, the Community CPS Account Information Line on 13 14 02 or Internet Banking.

You can also call the Member Contact Centre with any queries, on 13 25 85. For details on opening hours for the Member Contact Centre, visit  Accessing Your Money.

If you use Internet Banking at an Internet Café, be sure to ask about virus protection on the computer you are going to use. You MUST LOGOUT after accessing your accounts to reduce the risk of another party seeing your account details.

Which ATMs and Reditellers can I use across Australia?

You can use any ATM or Rediteller Australia-wide with your Community CPS Redicard or Visa card.

Download a list of Rediteller locations across Australia.

Which ATMs can I use while overseas?

Community CPS members travelling or living overseas can use their Visa Debit card, or their Redicard if it has PLUS functionality to withdraw cash at any ATM overseas that displays the Visa PLUS symbol. If an ATM is not available or in working order, members can also request a cash advance in any bank branch displaying Visa Card signage.

Members should note that all cash withdrawals overseas will incur a Cash Advance Fee, regardless of whether the withdrawal is at an ATM or a branch. This fee will be debited as a total amount at the end of the calendar month.

Telephone Banking - Account Information Line

How can I access my membership over the phone?

Community CPS members can access their account balances and conduct transactions 24 hours a day via the Account Information Line, just phone 13 14 02  or + 61 8 8274 4522 for overseas callers.

How do I get a Telephone Banking Passcode?

You can register a Telephone Banking Passcode in person at any Community CPS Personal Financial Centre. Alternatively, call the Member Contact Centre on 13 25 85 and one of our consultants will post an application form to you upon request.

What if I forget my Telephone Banking Passcode?

If you forget your Telephone Banking Passcode simply contact us and we will arrange for a new Passcode to be registered on your membership. When you contact us please include the 4 – 8 digit Passcode you would like to use in your request.

Call into a Personal Financial Centre, send your request via the secure email page within Internet Banking or send a signed fax to Membership Services to 08 8231 3060.

What can I do via the Account Information Line?

The Account Information Line offers members a wide range of convenient services - for details visit Accessing your Money.

Is there a fee of any kind to have a Telephone Banking Passcode to access the Account Information Line?

SMALLBiz 

Does Community CPS offer leasing and equipment finance?

At this stage, Community CPS is unable to provide this type of business financing ourselves, however, we can assist by putting you in touch with a respected and well-known financial intermediary who can offer a range of suitable options to meet your needs.

Does Community CPS offer merchant facilities?

Internet Banking

How do I get a password for Internet Banking?

You can obtain an Internet Banking password by visiting your nearest  Personal Financial Centre or calling our Member Contact Centre on 13 25 85.

If you call our Member Contact Centre, you will be asked to quote your membership number and Telephone Banking Passcode to verify your identity before an Internet Banking password is issued to you (if you do not have a Passcode, see How do I get a Telephone Banking Passcode?).

Your first Internet Banking password will be a default password. When you access Internet Banking for the first time via www.communitycps.com.au you will be asked to change this password.

What do I do if I forget my Internet Banking password?

If you forget your Internet Banking password, you can have it reset by calling into your nearest Personal Financial Centre or calling our Member Contact Centre on 13 25 85. Please have your membership number and Telephone Banking Passcode ready to quote for identification when you call us.

What can I do via Internet Banking?

If you want to do your banking on the go, then Internet Banking is for you. Log in at any time of day, no matter where you are in the world, and access your Community CPS accounts online.

With Internet Banking, you can

• Quickly check your last ten transactions from the Account Balances page.
• Transfer Funds between accounts or to another financial institution.
• Pay your bills using BPAY®.
• Check your interest earned.

...And much more!

The best way to try out Internet Banking is to take the Internet Banking Guided Tour or read ourGuide to using Internet Banking.

Can I access Internet Banking while interstate or overseas?

Community CPS Internet Banking can be accessed from anywhere in the world. However, whilst you are overseas, you can only transfer funds to other Community CPS accounts or accounts at Australian financial institutions, or make BPAY® payments to payees within Australia.

How long will a transfer take to reach an account at a bank or another credit union?

How can I find out what kind of browser I have?

When you are logged onto your internet browser click on ‘Help’ in the Tool Bar at the top of your page. Then click on ‘About Internet Explorer’ or ‘About Netscape’ in the drop-down box.

This will open a small window on your screen that will tell you which browser you are using and the version currently in use.

Security and Privacy Information

Protecting your personal and financial information is extremely important, whether using a credit card to make an online purchase or banking via the Internet.

Security is vital to the success of Internet Banking and all financial institutions take this very seriously.

What security does Internet Banking include?

• 128-bit encryption and sophisticated firewalls
• Verification by digital certificate - ‘Verisign’
• On screen evidence of security protection, eg. Padlock icon
• Password ProtectionVirus Protection
• Factor 2 Icon Authentication
• Factor2 Security Tokens

 What is 128-bit encryption?

This is the level of ‘encryption’ that is made to any information or transaction entered within Internet Banking. Encrypted transactions are ‘scrambled’ to protect the security of the data. Once you have logged into Internet Banking you are in a completely encrypted environment. 128-bit encryption is currently the highest level of encryption available on the Internet.

128 bit encryption does three main things.

1. Ensures all information is encrypted so no user on another PC can see or interpret a member’s information.

2. Ensures no other person can 'break in' to a member's active session and pretend they are the member.

3. Ensures no other server can pretend to be the Internet Banking server.

What is SSL?

Data security between your browser and the Web server is handled through a security ‘protocol’ called Secure Sockets Layer (SSL). SSL manages the security of a message transmission on the Internet. SSL provides data encryption (in this case 128 bit), server authentication, and message integrity for an Internet connection.

What is a Firewall?

A firewall is a program, located at a computer, which protects a network from users outside the network (eg. Hackers). Internet Banking is situated behind a firewall to add further security to the overall system.

What are Cookies?

 

What is Factor Two Icon Authentication?

As part of our ongoing efforts to provide members with a high level of online security and protection against Internet fraud, Community CPS Internet Banking has adopted a new secondary login called ‘Factor2 icon authentication’.

Online fraud has become a growing problem and concern for the finance industry over the last few years. The introduction of Trojan viruses and spyware has created a broad need for new technology in order to maintain the security of online transactions.

The Factor2 icon system has been developed to overcome the theft of Internet Banking passwords by Trojan viruses or spyware that record keystrokes. This has been recognised as the primary method of password theft. The icon system requires a member to select icons with the click of a mouse. This increases the security of the Internet Banking system and aids in protecting your online transactions.

If you wish to carry out financial transactions that result in funds being transferred out of your accounts, such as transfers to another Financial Institution or BPAY^®, you will now be asked to register for the Factor2 icon system.

During the registration process, you will select three icons from various categories. The icons will become your Factor2 Passcode. You must remember these icons as you will be asked to select them each time a transfer between memberships or to another financial institution, BPAY^® transaction or pay a bill by cheque is attempted via Internet Banking.

We suggest you think of a way to remember the order of the icons you choose. To protect your security, do not write them down or record them anywhere.

 

Please note that this secondary login applies only when you perform external transfers and BPAY^® transactions and does not replace your current Internet Banking password.

Download a Factor 2 Information Sheet.

  

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BPAY®

How can I access BPAY®?

BPAY® can be accessed via either Internet Banking or the Account Information Line. Please note that Factor2 Icon Authentication applies when using BPAY®. For more information, see above.

What information do I need to make a payment via BPAY®?

Will I get a receipt for my payment?

Yes. You will get a receipt you can print from Internet Banking if you wish, or you can note the receipt number on your bill. If you use the Account Information Line to use the BPAY® facility, the system will give you a receipt number to note on your bill.

If you lose your receipt number or don’t print your receipt at the time of making a payment via Internet Banking, the receipt number will be included in the transaction description on your statement.

Can I set up a future-dated BPAY® payment?

Yes you can, up to 60 days in advance of the payment’s due date. However do keep in mind that the payment will not leave your account until after close of business on the date you enter for the payment to be made, and may take 2 business days to arrive in the biller’s account.

Can I set up BPAY® payments to go to a biller on a regular basis?

Yes you can, but only via Internet Banking, not the Account Information Line. When you enter your BPAY® payment you have the option to enter a set number of payments to the biller, or you can opt for the payments to be ongoing until you choose to cancel them.

After selecting the number of payments to be made, you must then select the frequency of payments, from daily through to yearly intervals.

How can I alter or cancel a payment I have just entered?

If you have access to Internet Banking you can cancel a payment yourself on line. After logging onto Internet Banking go to the Periodic Payments page and select the payment you wish to cancel. Then scroll to the bottom of the Periodic Payments page and click on either the View/Modify or Delete button.

If you choose to alter a payment, after clicking the View/Modify button you will be shown a page where you can alter the details of your payment. You can alter the due date of your payment, the amount, the frequency and number of payments, and the destination account for transfers to other credit union or bank accounts, or the customer reference number for BPAY® payments.

You cannot alter or cancel a BPAY® payment or regular transfer via the Account Information Line.

The biller says my payment hasn’t arrived, what can I do?

If you make a mistake in your payment amount and send too much, you will need to contact the biller to organise a refund of the extra funds.

I sent my payment to the wrong biller, how can I get the money back from the biller?

If this should happen, please ring the Member Contact Centre on 13 25 85, and one of our consultants will organise an investigation on your behalf. Please keep in mind that it may take 7 – 10 business days to complete the investigation.

Can I use BPAY® while overseas?

What is Bank@Post?

Bank@Post is a banking facility provided by Australia Post, available at most post offices around Australia. Community CPS members can deposit funds to two savings accounts and one loan account if required.

Community CPS members can also withdraw cash (up to $1000 per day) or pay bills via Bank@Post outlets, using the facility to access the funds in their account.

Is there a fee for using Bank@Post?

There is no fee to use Bank@Post facilities. However members should keep in mind that withdrawal transactions made using Bank@Post facilities that are cash or contain cash as part of the withdrawal are considered as ‘over the counter’ transactions in the Community CPS fee structure.

How soon will transactions reach my Community CPS account?

Payroll Information

What information do I give my pay office to have my pay sent to Community CPS?

Your pay office will need the BSB number for Community CPS 805-022 and your membership number. You can also arrange for part of your pay to be credited to other savings accounts or loans to save you having to make manual payments.

Is there a fee for having a payroll split?

There is no fee for having a payroll split set up on your membership, nor is there a fee to alter your payroll split at a later date.

How can I change my pay splits?

Cheque Clearance

How long will my cheque take to clear?

A cheque deposited at a Personal Financial Centre will take four business days to clear. A cheque deposited via Bank@Post at a post office will take seven days to clear.

Can I get it cleared any faster?

Yes, but you can only request a special clearance for cheques deposited at a Personal Financial Centre, at the time of depositing the cheque. You cannot request a special clearance at a time or date after the cheques have been deposited at a Personal Financial Centre and you cannot request a special clearance for cheques deposited via Bank@Post outlets.

A special clearance request for a cheque will incur a fee. Download our Fees and Charges Guide

I get paid by cheque, how can I get my pay cheque cleared immediately?

If you are regularly paid by cheque from your employer you can arrange for your cheques to be cleared upon deposit.

We will need a letter, on company letterhead, signed by your employer stating that you will be paid (either weekly, fortnightly, etc.) by a cheque drawn on XX bank.

When we receive the signed letter, your first pay cheque after receipt of the letter will take the usual time to clear before the funds are available to you. Once the first cheque has cleared in the usual manner, we will load a message on your membership alerting our cashiers that cheques from your employer are to be cleared immediately.

Direct Debits and Periodic Payments

Direct Debits

What information do I give a company to enable them to direct debit my Community CPS account?

To have funds taken from your Community CPS account by direct debit you must give the company our BSB number 805-022, your membership number and your name.

The first time a direct debit is taken from your membership it will be taken from your first access savings account. After the first payment has been taken, you can then contact Community CPS to arrange for future debits to be taken from a different account if you wish.

How can I change or cancel the direct debit?

To cancel or alter a direct debit payment you must notify Community CPS, either by visiting a Personal Financial Centre, contacting our Member Contact Centre  on 13 25 85 or place a request in writing.

Please note that Community CPS can only change the debiting account number. Any other change, such as frequency, amount or debiting date, must be made by contacting the debiting company direct.

To cancel a direct debit, we advise you to notify both Community CPS and the debiting company. You are not able to change or cancel a direct debit via Internet Banking. 

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Periodic Payments

How do I set up a Periodic Payment?

You can set up a periodic payment to send funds to another Community CPS account or to an account at another financial institution by calling into your nearest Personal Financial Centre, ringing the Member Contact Centre on 13 25 85  or by using the Transfer Funds page of Internet Banking.

For the payment you will need to supply the following information

• BSB number for the destination account.
• Bank name and location where the account is held.
• Destination account number.
• Name of the account owner.
• Any reference required to identify the payment in the destination account (this is optional).
• Amount of the payment.
• Date the payments are to commence.
• Frequency of the payments.

How long will the funds take to reach the destination account?

Periodic payments to an account at another financial institution will usually arrive in the destination account in two business days.

Periodic payments to another Community CPS account will take place after our close of business on the due date of the payment, and will be credited to the other Community CPS account that evening.

How do I change or cancel the periodic payment?

Cards

What type of cards does Community CPS have?

CPS offers members a choice of a Redicard or a Visa Debit Card to access their accounts. For details on these access options, please visit the Accessing your Money page.

Can I choose my PIN (Personal Identification Number)?

When a new card is sent to you a new PIN will be sent automatically, except where the new card replaces an expired card. If you wish to use a different number for your PIN you must visit a Personal Financial Centre to change your PIN. You cannot change your PIN over the phone, at an ATM or another financial institution.

What if I forget my PIN?

If you forget your PIN you will need to visit a Personal Financial Centre to enter a new PIN on your card. Community CPS does not keep a record of members’ PINs and therefore cannot retrieve it for you if you forget your PIN.

What do I do if I lose my card?

If you lose your card, or it is stolen you must arrange to have the card cancelled as quickly as possible. You can ring the Member Contact Centre on 13 25 85 during normal business hours, or the Visa Card Hotline on 1800 224 004 after hours or on weekends and public holidays to report your lost or stolen card.

A replacement card and PIN can be organised by Community CPS, and will usually take 6 – 7 days to reach you. You will incur a Replacement Card Fee. Download our Fees and Charges Guide 

My new card won’t work, what’s wrong with it?

When you receive your new card it will not be active. To activate the card either visit your nearest Personal Financial Centre or ring the Member Contact Centre on 13 25 85. Alternatively, if you have access to Internet Banking you can activate your card by clicking on 'Card Activation' in Internet Banking.

What do I do if I find a fraudulent transaction on my account?

If you believe a transaction on your account is fraudulent, you will need to complete either an ATM – EFTPOS Transaction Enquiry form or a Visa Disputed Transaction Form, depending on the type of transaction. This will enable Community CPS to investigate the transaction on your behalf, and request a copy of the voucher where necessary.

Depending on the type of transaction it may take 21 – 45 days to receive an answer to your enquiry. Community CPS will notify you of the outcome by letter.

If the transaction is shown to be correct as a result of our investigation, you will incur a fee for the investigation. For details of fees and charges click here 

Can I have a credit limit attached to my card?

Going Overseas?

Accessing my Community CPS accounts from overseas

Can I use my card overseas?

Members travelling overseas can use their Visa Debit Card or their Redicard, if it has PLUS functionality attached, to access their accounts outside of Australia.

Which ATMs can I use?

Any ATM overseas showing the Visa symbol can be used for cash withdrawals. Members can withdraw up to the local currency equivalent of their daily limit in Australia, AUD$1000 per day.

Are there any fees for using my Visa Debit Card or Redicard overseas?

While there is no fee incurred when using your Visa Debit Card to purchase goods and services while overseas, all cash withdrawals will attract a Visa Cash Advance Fee. Download our Fees and Charges Guide.  

What if I lose my card while overseas?

If your Visa Debit Card is lost or stolen while overseas you should contact Visa International, whose number will be in the local phone book. Visa International will cancel your card, and can organise a replacement card and/or emergency cash if you require it, however please note that there would be a substantial fee for this service from Visa International. Download our Fees and Charges Guide. 

Exchange Rates

Where can I find exchange rates?

Exchange rates are available by visiting your nearest Personal Financial Centre or ringing the Member Contact Centre on 13 25 85.

How often are they updated?

Exchange rates are updated daily Monday to Friday.

What are the fees for foreign currency transactions?

For details of Fees for foreign currency transactions, Download our Fees and Charges Guide. 

Foreign Currency

Community CPS members can purchase or exchange foreign currency notes at Personal Financial Centres, however you will need to order the currency the day before they are required, for collection at a Personal Financial Centre. We will also repurchase unused notes after members return to Australia.

Travellers Cheques

Travellers cheques can be purchased from a Personal Financial Centre, or by phoning the Member Contact Centre on 13 25 85. However, you will need to order the cheques at least one day before they are required for collection.

Community CPS is able to provide traveller’s cheques in USD, GBP, EUD, JPY and CAD, but not in AUD.

We will also repurchase any unused cheques originally purchased from Community CPS at no charge, when a member returns from their trip.

Sending money overseas

Can I use Internet Banking to send money to an overseas bank account?

No. Internet Banking can only be used to transfers funds to accounts at Australian banks and credit unions.

How can I send money to an overseas bank account?

You can send funds overseas by telegraphic transfer. We will need the following details for the transfer

• Bank sort code/SWIFT address/chips/routing number.
• Bank name
• Full bank address (full street address is mandatory).
• Beneficiary account number.
• Beneficiary name.
• Beneficiary address (full street address is mandatory).
• Any special instructions for the transfer.

If the transfer is being sent to the United Kingdom or European Union, or you would like to transfer the funds in Great British Pounds or Euros, you will also need to include the IBAN number. Please put the IBAN number in the Beneficiary Account Number field.

To arrange the transfer either call into your nearest Personal Financial Centre, or ring the Member Contact Centre on 13 25 85 with your membership number and Telephone Banking Passcode for identification and the above transfer details.

How long will the funds take to arrive?

The funds will usually arrive in the destination account in 2 – 3 business days.

How do I have money transferred from overseas in to my Community CPS account?

To transfer funds from an overseas bank to your Community CPS account you can use either of two methods - a telegraphic transfer or a SWIFT transfer. The details needed for the two transfer types are as follows.

Telegraphic Transfer

• Bank Name - National Australia Bank
• Branch Address - King William Street Adelaide SA 5000
• Account Name - Community CPS Australia Ltd
• Branch Number - 085-121
• Account Number - 018052685
• Beneficiary Details - Your name and membership number, and your full street address (this is mandatory)

SWIFT Transfer

• SWIFT Code - CUSCAU2SXXX
• Branch Number -  805-022
• Account Number -  Your membership number
• Account Name - Your name