Personal customers' terms and conditions

Section 3 Using Your Account

Heading – Who can close an account

We’re updating the circumstances in which we may close an account or terminate payment services without providing prior notice. This includes where we reasonably believe you have provided us with false or misleading information.

Section 16 – General Matters, When we may delay or refuse transactions

We’re updating the circumstances in which we may delay, block, freeze, recall or refuse a transaction, restrict access to an account or limit payments. This includes where we reasonably consider it necessary to prevent fraud or scams, comply with our legal or regulatory obligations, or manage associated risks. We’re also updating the information we may request and disclose when taking these actions.

Section 16 – General Matters,  Payments made in error

We’re updating the terms that apply when we reasonably believe a payment has been made to an account in error. This includes clarifying when we may return the payment or take other appropriate action, and updating the terms to reflect our obligations under the Scams Prevention Framework.

Section 1. Summary of Features

Subsection - Table 1 – Transaction, Savings and Investment accounts

An asterisk (*) has been added to "Can I make direct debits and periodical payments*?".

A footnote has been added to clarify periodical payments.

* Periodical payments are inclusive of automatic transfers, portfolio funds transfers and loan payment authorities.

Section 3. Using your accounts

Heading – When you haven’t used your account for over three months 

Sub-heading - Inactive accounts 

The Inactive Accounts section has been updated to:

We may close your account where you have not made any deposits or withdrawals for a continuous period of three months and the balance of your account is nil or in debit with no approved arrangement for the debit balance:

• without notice if you hold a personal account; or
• with reasonable prior notice if you hold a business account.

We may also close your account with at least 30 days' prior written notice where you have not made any deposits or withdrawals for a continuous period of six months and the credit balance of your account is $10 or less.

Section 15 – Changes to terms and conditions

The second bullet point in the paragraph immediately following the table has been updated as follows:

By ‘electronically’, we mean:

• electronic communication to your nominated electronic address (i.e. email address); or
• making particulars of changes available online and sending to your nominated electronic address or via Internet Banking a notification that the changes can be retrieved from a website link that will be detailed in that notification.

Section 17 – Other Important things to understand, Meaning of words

The following changes have been made:

Scheduled payment: The definition has been updated to:

'scheduled payment’ means a BPAY Payment, a third party payment or a funds transfer you request us to make at a later date, including payments made under a periodical payment authority and loan payment authority.

Section – All about Accounts – 1. Summary of Features

Subsection - Table 1 – Transaction, Savings and Investment accounts

Incentive Saver – What debit card access is available?

Replace the first paragraph with:

A new Visa Debit Card is not available unless you already have one linked to your account (e.g. existing Visa Debit Card holders may order replacement cards and renew their card).

Section 4 – Understanding debit cards, Gambling block requests​

Clarified the section (e.g. different transaction controls and restrictions may apply to customers under 18 years of age). 

Section 4 – Understanding debit cards, Under 18 Card Transactions Block​

Consolidated the Under 18 Card Transactions Block section with the Gambling block requests section to remove duplication.

Section 17 - Other Important things to understand, Meaning of words, Elevated Risk Transactions​

Elevated Risk Transactions: The definition of ‘Elevated Risk Transactions’ has been removed.