Supporting you during Covid-19

Member Advice: COVID-19

We are helping our members make the most of the new normal.

The journey towards the re-opening of our community is underway.  While we remain vigilant and ready to respond to new health advice on both a national and state level, we know our members are getting out more and connecting with extended family and friends.  For many Australians it will be a ‘new normal’ with changes to their employment and spending and adjusting to the practices of social distancing in every-day life. 

There is no doubt Covid-19 has reshaped our economy and many Australians will be effected over the long term. We anticipate while winding back restrictions will be unpredictable, we are all aware that a second wave could see restrictions re-instated temporarily and vary for members depending on where they are based.  Certainly, employment conditions, hours of work and transport needs will continue to change with advice from authorities. 

One variable our members can eliminate is uncertainty in their personal banking needs. 

We are here to support you as we have since the beginning. Our internet and mobile banking services have been available 24/7 anywhere in the world throughout lockdown. Our Australian-based call centre has and will continue to operate as usual as our journey continues. 

Our branches have remained open, are sanitised and fully compliant with the current preventative advice regarding social distancing and hygiene measures as directed by The Australian Government Health Authority.

As the challenge to keep Australia safe is far from over we suggest you stay updated with the latest advice on COVID-19 for your location, found on the Australian Government COVID-19 website.

Our bank has passed through this challenge without disruption to our service and we are as committed as ever to ensuring your bank is here for you.

What are we doing?

We understand that some of our members may have found themselves in financial difficulty. We can offer financial hardship assistance to you if you are finding it difficult to make repayments on your loan. We encourage you to make contact as soon as possible on 1800 855 810 or via the “Hardship” link available on Internet and Mobile banking.

For those members who have funds available in their redraw facility of an eligible Home Loan we will continue to make access to your funds available with no changes to the original terms and conditions of your loan.

What if I need help?

We are here to help our members.  As you defend us, we place the same care in the protection of your interests.

You can contact us here via one of the options outlined;

General Enquiries

1300 13 23 28

Monday - Friday: 8:00am – 6:00pm Saturday: 9.00am - 12.00pm (All times AEST)

From Overseas: +61 2 9240 4122

Email Us

Mail Us

PO Box H151, Australia Square, NSW 1215

Lost or Stolen Cards

1300 13 23 28 or call the VISA International Hotline specific to the country you are in.

Complaints & Disputes

Complaint & Dispute Resolution Process

Retirement & Superannuation

Gowhar Rezvi (Retirement Product Specialist)

1300 13 23 28 (option 6) 

Monday - Friday: 8:30am – 5:00pm (All times AEST)

If you are looking for product information, try these links;

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