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If you have a question, chances are we have heard it before. We've compiled a list of our most Frequently Asked Questions here, or you can send us a question now.  BSB Number Opening a Membership Accessing my Accounts Telephone Banking SMALLBiz Internet Banking Online Help BPAY® Bank@Post Payroll Information Direct Debits and Periodic Payments Cards Going Overseas? BSB
What is the BSB Number? Our BSB number is 805-022 and the branch is Adelaide, Canberra, Newcastle or Perth, depending on your nearest capital city. Opening a Membership What type of identification do I need to provide when becoming a member? You will need to provide identification to meet the requirements under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006. If you are unable to provide sufficient suitable identification to us upon application, we are prohibited by law from providing you with any designated service. For more information about identification required, visit How to become a member. Or please contact your nearest Personal Financial Centre - just visit Locate Us for location details or phone our Member Contact Centre on 13 25 85.
How do I open a joint account? You may open an account jointly with another person or persons. This is known as a joint account. All of the account owners must be members of the Credit Union. When opening a joint account, you will be asked how you wish the account to be operated. You have the choice of allowing any signatory to authorise withdrawals and other alterations to the account (known as ‘any one to sign’) or, alternatively, you may give instructions that two or more signatories are required to authorise withdrawals and other alterations to the account and certain authorities (known as ‘two [or more] to sign’. If more than one signatory is required to authorise withdrawals, the types of services available to, and transactions that can be performed on the account will be limited. When an account is held jointly with another person or persons, all joint account holders are held equally liable for all charges and debts due to us in respect of the account. You may alter the signing authority of your account, but only if all necessary account owners agree. How do I add an Additional Signatory to an account? Account owners can also authorise a person who is not an account owner, known as an additional signatory, to operate an account. This can be done when the account is opened, or later. The additional signatory will need to prove his or her identity in the same manner as the account owners.
Where can I find rediATMs? rediATMs are bright, bold and soon they’ll be in more places than ever before. The network already has over 1,300 ATMs across Australia . Over the next few years the network will almost double in size - which is great news for you. You’ll find the rediATM network as convenient as the big four banks. Find your nearest rediATM How can I access my accounts while interstate? You can use any ATM however you will be charged a Direct Charge fee to use a non-credit union ATM. To avoid any unnecessary fees use a rediATM Australia wide. Alternatively you can access your accounts via the 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 Contact Us. 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 rediATMs can I use across Australia? You can use any ATM however you will be charged a Direct Charge fee to use a non-credit union ATM to avoid any unnecessary fees use a rediATM with your Redicard or Visa card. Which ATMs can I use while overseas? 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? 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 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, or send a signed fax to Membership Services to 08 8231 3060. You can do most of your banking over the phone 24 hours a day, seven days a week, by using our Account Information Line. It’s an easy, secure way to manage your accounts. You’ll need a Telephone Banking Passcode which can be obtained by completing an application form at any of our PFCs or by calling 13 25 85. Is there a fee of any kind to have a Telephone Banking Passcode to access the Account Information Line? You will not be charged a fee to access the Account Information Line. However you may incur a fee depending on the type of transaction you perform.
Do you offer leasing and equipment finance? At this stage, we are 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. Do you offer merchant facilities? We are able to provide a referral for you to acquire Merchant Services through an alliance with Travelex Ltd. For more information about Merchant Services, call us on 13 25 85 or visit your nearest Personal Financial Centre.
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. Your first Internet Banking password will be a default password. When you access Internet Banking for the first time via our website you will be asked to change this password. When selecting a password we recommend that you choose a password that would be difficult for anyone else to guess. Some simple tips on setting and protecting your password can be found at the Australian Government website Stay Smart Online. 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 (or + 61 8 8205 8888 from overseas). 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 accounts online. With Internet Banking, you can
...And much more! Can I access Internet Banking while interstate or overseas? Our Internet Banking can be accessed from anywhere in the world. However, whilst you are overseas, you can only transfer funds to other accounts within our Credit Union 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? Transfers to accounts at other financial institutions will usually take 24 – 48 hours to arrive in the destination account. Please note that funds transferred on a weekend or public holiday may take longer as they will leave your account during end of day processing on the following business day.
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?
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.
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? Cookies are information that a website adds to your hard disk so that it can remember something about you at a later date. Typically, a cookie records your preferences when using a particular website. Cookies on our website do not gather personal information about you, and do not record your membership number or password when logging onto Internet Banking. What is Secure SMS?
How can I access BPAY®? BPAY® can be accessed via either Internet Banking or the Account Information Line.
What information do I need to make a payment via BPAY®? To make your payment you will need to have your bill, showing the biller code and your customer reference number (this may change from bill to bill for some companies). What times are BPAY® payments processed? BPAY® payments are processed twice a day at approximately 12.30pm (CST) and 4.30pm (CST). BPAY® payments made before 12.30pm or 4.30pm (CST) will be dated and sent to the Biller the same day. BPAY® payments made after 4.30pm (CST) will be dated and actioned the following business day. 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 online. 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 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. 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? You can use BPAY® while you are overseas, either via Internet Banking or the Account Information Line. However, you can only pay bills to Australian companies.
What is Bank@Post? Bank@Post is a banking facility provided by Australia Post, available at most post offices around Australia. Members can deposit funds to two savings accounts and one loan account if required. 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 our fee structure. How soon will transactions reach my account? Withdrawals and deposits (either cash or cheques) will be transmitted to your account immediately. However, members should note that cheques deposited at Bank@Post facilities will take eight days to clear before the funds are available for them to access.
What information do I give my pay office to have my pay sent to my account? Your pay office will need the BSB number for your membership 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 payroll splits? If you need to alter your payroll split, please either visit your nearest Personal Financial Centre or call the Member Contact Centre on 13 25 85. If you have Internet Banking access, use Your Member Messages within the site to notify us of any changes to your payroll split.
Direct Debits and Periodic Payments Direct Debits What information do I give a company to enable them to direct debit my account? To have funds taken from your 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 us 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 us, either by visiting a Personal Financial Centre, contacting our Member Contact Centre on 13 25 85 or placing a request in writing. Please note that we 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. Unauthorised direct debits and how to avoid them If you have previously authorised a direct debit on your account and then wish to cancel it, you must provide the merchant with written confirmation of your intent to cancel a direct debit a minimum of 15 days prior to the next scheduled direct debit in order for it to be required to take effect. To avoid any unauthorised direct debits always check your Statements as soon as possible after receiving them. If you see any transactions you do not agree with, contact us immediately on 13 25 85. You can also try contacting the merchant, preferably in writing, and reminding them of the direct debit cancellation. For more information, please refer to our Product Guide.
Periodic Payments How do I set up a Periodic Payment? You can set up a periodic payment to send funds to another account within our Credit Union 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
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 account within our Credit Union will take place after our close of business on the due date of the payment, and will be credited to the other account within our Credit Union that evening. How do I change or cancel the periodic payment? When you need to change or cancel a periodic payment you can do so by visiting a Personal Financial Centre, calling the Member Contact Centre on 13 25 85, placing a request in writing or using the Periodic Payments page of Internet Banking.
What type of cards do you offer? We offer 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 my 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. We do 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 us, and will usually take 6 – 7 days to reach you and you will incur a Replacement Card Fee. 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 an unauthorised transaction on my account? (Chargebacks)
A Chargeback is a right that we exercise on your behalf. It is a right to charge back responsibility for a credit (or debit) card transaction from the cardholder's Financial Institution to the merchant's Financial Institution. If you notice any duplicated or unauthorised transactions or wish to dispute an amount charged on your Redicard or Visa Debit card Statement please contact us immediately on 13 25 85. If you wish to dispute a credit or debit card transaction, once notified we will promptly claim a chargeback on your behalf. However to enable us to do this you must report the disputed transaction to us within the required time frame. Chargeback limits apply from the time the transaction occurs up to 120 days. For more information on chargebacks, please refer to our Product Guide. Can I have a credit limit attached to my card? Members can have a credit limit attached to their Visa Debit Card or Redicard, but they must make a formal application for the credit limit at one of our Personal Financial Centre, by calling our Member Contact Centre on 13 25 85. You may also apply online.
Can I add subsidiary (additional) card holders to my account? You may request that we issue a Subsidiary Card (rediCARD or Visa Card) to another person (your Nominee). Doing so will enable your Nominee to use the Subsidiary Card, which is linked to your account, to conduct transactions. You will be liable for all transactions conducted by your Nominee whilst using the Subsidiary Card in the same manner as if you used your own Card. You may cancel the Subsidiary Card by contacting our Member Contact Centre on 13 25 85 or visiting a Personal Financial Centre. You do not need to obtain authorisation from your Nominee to cancel the Subsidiary Card.
Accessing my 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. All transactions made overseas using a Visa Debit card or rediCard are subject to a currency conversion fee. In addition to this a Cash Advance fee also applies for overseas ATM withdrawals. 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. If your Redicard is lost, please phone the International Redicard Hotline on +61 2 9959 7480. Your card will be cancelled and 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.
Alternatively, if you contact the Member Contact Centre on +61 8 8205 8888 we can arrange a new card and have it posted with a new PIN to a temporary address in the country you are visiting. Can I access Internet Banking overseas?
Members travelling overseas can access their Internet Banking from our website as normal. However, you should avoid using sites such as internet cafes’, or any other site that may not contain appropriate, or up to date, anti virus software. If you have registered for Secure SMS, you need to ensure that your Australian mobile phone has access to global roaming and the country you are visiting offers a compatible network. This will be vital if you wish to access the full range of transactions and activities provided by Internet Banking. Alternate security arrangements can be made if your mobile phone is not suitable, simply by completing an Application for a Security Token.
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, please refer to our Fees and Charges. Foreign Currency Our members can purchase or exchange foreign currency notes at a Personal Financial Centre, 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. We are 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 us at no charge, when a member returns from their trip. 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
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 4-5 business days. How do I have money transferred from overseas in to my account? To transfer funds from an overseas bank to your account you will need to do a SWIFT transfer. The details you will need for the transfer are as follows. SWIFT Transfer
Please note that these transfers will usually take 2 - 3 business days to arrive in your account, but will be available to you immediately upon arrival in your account. Also, as the transfers come to us via a third party they will probably charge a fee of between $5 and $15, but we do not charge a fee for the transfer. Foreign Currency Drafts Can I purchase a draft in a foreign currency from your Credit Union? Yes. You will need to order the draft from the Personal Financial Centre you wish to collect it from a day in advance. You can also order the draft by ringing the Member Contact Centre on 13 25 85, who will arrange to have it available for collection at the Personal Financial Centre of your choice. |
