Managing accounts

SMS and Email Alerts enable you to request specific information regarding account balances, deposits and withdrawals to be sent to you automatically via SMS or email.

You can receive any or all of the following alerts:

1. Balance Alerts

2. Withdrawal/Authorisation Alerts

3. Deposit Alerts

4. High Balance Achievement Alerts

5. Low Balance Alerts

6. Dishonour Alerts.

Read more about SMS and Email Alerts.

SMS Alerts are free for the Complete Freedom, Concession, Complete Freedom Student and Retirement Access Plus. Email alerts are free.

You can register for SMS and Email Alerts online via Internet Banking or Mobile Banking. Once registered, simply choose the Alerts you wish to receive via the Security, SMS and email alerts menu.

Yes. You can modify or cancel your Alerts at any time.

Delivery time depends on the Alert type.

1. Balance Alerts are sent at approximately 8am (EST).

2. High Balance Alerts are sent immediately when the balance changes. However, where the High Balance Alert is sent because of a transaction that occurred between the hours of 11pm and 6am, you’ll be notified at 8am(AEST) the following day.

3. Low Balance Alerts are sent immediately when the balance changes. However, where the Low Balance Alert is sent because of a transaction that occurred between the hours of 11pm and 6am, you’ll be notified at 8am (AEST) the following day.

4. Deposit Alerts are sent immediately once a deposit is made. However, for transactions that occur between the hours of 11pm and 6am, you’ll be notified at 8am (AEST) the following morning.

5. Withdrawal Alerts are sent immediately once a withdrawal is made. However, for transactions that occur between the hours of 11pm and 6am, you’ll be notified at 8am (AEST) the following morning.

6. Authorization Alerts are sent immediately once an authorization is made. However, for transactions that occur between the hours of 11pm and 6am, you’ll be notified at 8am (AEST) the following morning.

You can receive alerts on:

1. Transaction accounts (e.g. Freedom, Pensioner)

2. Personal Credit Cards

3. Savings and Investments accounts (e.g. Portfolio cash management account, Gold cash management account, Incentive Saver, Investment Savings. Term Deposits are excluded)

4. Maxi Saver

5. Portfolio loans

6. Get Set loans.

An eStatement is an online statement available to view via Internet Banking or Mobile Banking. eStatements are free of charge and can be printed or saved for your records.

Quick, convenient and environmentally friendly, eStatements are an electronic version of your account statements.

When you switch your account to eStatements we will no longer send you a paper statement. Instead, you’ll receive an email alert each time a new eStatement is available online. Simply log on to Internet Banking or Mobile Banking to view, save or print a copy of your eStatement.

Choosing eStatements also means you’ll receive messages with important information about your account in your Internet Banking or Mobile Banking Message Centre. You’ll receive an email alert when a new message is delivered.

The Credit Card Dispute feature within Internet Banking allows you to lodge a dispute for a contentious Credit Card transaction.

The credit card dispute must be within 30 days of the recorded date (statement) of the transaction.

You can dispute a transaction as far back as 90 days.

You can dispute all (Debits & Credits) posted transactions. Card authorisations cannot be disputed.

An administrative fee of $10.50 will apply if the transaction is found to be valid or if the dispute has not been cancelled within 7 days of lodgement.

To cancel your dispute call us on 1300 304 040 (option 2).

Within Internet, Mobile and Tablet Banking you can change your daily ATM and EFTPOS cash withdrawal limit for most credit and debit cards. 

Your daily limit is the maximum amount of cash you can withdraw using your debit or credit cards on any given day. You can change the daily limit to any amount between $0 - $2,000.

The daily limit can be changed for most credit and debit cards except for Corporate and Business Vantage Credit Cards, Freedom Cards, Corporate Debit cards, Heritage Debit cards and corporate accounts.

Manage your daily withdrawal limit (up to $2000).

The maximum daily limit is $2000.

The minimum daily limit is $0. Which means no cash can be withdrawn on the card.

Please also note that $20 is the minimum amount that can be withdrawn from an ATM.

If you can’t see one of your cards please call us on 1300 605 266. For some cards and accounts this daily limit can only be changed by calling us.

No. Unfortunately, once a statement request has been submitted it cannot be cancelled.

Yes. You can elect to switch to eStatements for eligible accounts. Simply go to 'Manage my accounts' and select 'Switch to eStatements'.

Read more on eStatements

Your statement cycle refers to how often and on what date your statements are sent out.

You can determine your statement cycle by reviewing a previously received statement. The Statement Period will be displayed on each statement in the following format:

Statement Period 01/03/2006 to 30/04/2006

This example means that your statement cycle is monthly and issued on the last day of each month. Please be aware that different accounts can have different statement cycles.

A fee is charged for each individual statement ordered within a specific date range.

Statement orders for transaction/savings accounts will incur a fee of $4 per statements.

Statement orders for credit cards will incur a fee of $4.50 per statement.

Statement orders for loan accounts will incur a fee of $10 per statement

Please note: if your requested date range includes dates across more than one statement period, the total fee will be the cost of that number of statements. For example, if you receive a monthly statement on the 2nd of each month and you request a statement covering the date range of 1 Jan 2006 - 1 Feb 2006, you will cross two statement cycles: 2 Dec - 1 Jan AND 2 Jan - 1 Feb. If you would like to order only one statement, please check a recently received statement to ensure you request a date range within one statement cycle.

directsaver statements are issued quarterly. If you have not held your account for at least 3 months you may not be able to order a statement online. Alternatively you can print a record of recent transactions on your Maxi Saver account within Internet Banking.

Should you require a bank-issued statement for your directsaver account before your next quarterly statement is expected, please call 13 22 66, 24 hours, 7 days.

View a snapshot of total interest charged and earned for the current and previous financial year.

Let us know if you've changed your address or email.

Yes. Select the 'Transfers, Payments & BPAY' menu and on the right-hand side and you’ll find the 'Session Receipts' feature underneath 'History & receipts'.

Yes. Select 'Print' in the toolbar located across the top of the page.

The amount of transactions you can view when choosing the 'All Transactions' or 'date range' options varies depending on your statement cycle and the number of transactions you’ve performed during that cycle period. Here's a guide to the number of transactions you may view based on your statement cycle:

• Monthly: 3 months back from your last statement received and a maximum of 500 transactions viewable at any given time
• Quarterly, 6-monthly, yearly: 2 statements back from your last statement received and a maximum of 500 transactions viewable at any given time

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Please correct your entry by removing any of the above characters.

There are various options for navigating back to previous screens.

1.Shortcuts appear at the bottom of various screens, including the My Accounts screen and all Receipt screens, which allow you to take the next appropriate step

2.When making any transfer or payment you can go back to the previous screen by selecting the 'Previous' or 'Go back and edit' button

3.You can return to view your accounts at any time by clicking on the logo at the top of the page or by selecting 'My Accounts'