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Top Frequently Asked Questions (FAQs)

Here are some of the most common questions we receive.

• How do I update my contact details?

  To update your details:

  1. Log in to the app.
  2. Tap More in the bottom right corner.
  3. Select My Details.

  From here, you can update your address or select Telephone Details Change. You’ll then be prompted to log in to mobile banking, where you can:

  1. Go to Settings.
  2. Select Update Contact Details.
  3. Add an additional mobile number and email address.

  Please note that your existing contact details will remain your primary contact information unless you call us on 13 63 73, Monday to Friday, 8am to 6pm, excluding public holidays, to request a change. Otherwise, we will continue to use your current email address as your primary mailing address.

  To remove an existing phone number or email address, please call us on 13 63 73 during business hours.

• Do I need to notify BankVic before taking/using my card overseas?

  Yes. You can let us know by completing the overseas travel notification form.

  Please visit our travel information page for useful travel tips.

• How do I send or receive money internationally?

  BankVic has partnered with Send Payments to provide a safe, fast, and easy way to send and receive money internationally at competitive exchange rates. To use their international money transfer services, you’ll need to set up a Send account.

  Get started
• Where do I find BankVic’s SWIFT and BIC code?

  BankVic does not have a SWIFT or BIC code, as we do not send or receive international payments directly. For international transfers, we’ve partnered with Send Payments to provide a safe, fast, and easy way to send and receive money internationally at competitive exchange rates. To use their international money transfer services, you’ll need to set up a Send account.

  Get started
• How do BankVic predictive direct debit dishonour notifications work and what do I need to know?

  BankVic uses historical direct debit transactions and account balance data to predict when a direct debit dishonour is likely to occur. We do not receive any payment details from your billers, so these alerts are based on past patterns and may not capture every future direct debit. The actual amount and due date may also vary, so it’s important to check your upcoming payments and ensure sufficient funds are available to avoid dishonour fees.

  These notifications do not apply to irregular or one-off transactions where a payment pattern cannot be identified (such as PayPal or eBay). You can also opt out of SMS notifications at any time by using the unsubscribe link in the message.

  As an alternative, using your Visa Debit card for payments may help avoid dishonour fees, as transactions will be declined at the time of purchase if there are insufficient funds.

  This service has been introduced as part of ongoing improvements to member experience, made possible by new technology and data insights. If a direct debit dishonour occurs, a fee may apply because BankVic is charged by its third-party processing provider and is unable to absorb this cost.

• Why is some information on the home page not visible?

  The information widget boxes eg. Account Details, located on the home screen includes a feature to hide or display the information. This works by selecting the small arrow on the right-hand side of the widget box display:

  • Arrow pointing down: if the small arrow on the right-hand side of the box is pointing down, the information is displayed.
  • Arrow point upwards: if the arro
• Where can I find my BSB number and account number?

  The BankVic BSB is 704-230.

  You can find your account number:

  In the BankVic app:

  1. Log in to the app.
  2. On the home page, scroll until you locate the account you want the account number for.
  3. Tap on the account.
  4. Tap on the blue cog at the top of the page.
  5. Your account number is the 9-digit number shown above the account name.

  In internet banking:

  1. Log in to internet banking.
  2. Select Accounts.
  3. Select BSB Number Information.
  4. Your account number is the 9-digit number under the External Account Number column.

  If you’re still unable to find your account number, please contact us on 13 63 73 during business hours.

• How do I update my email address?

  To change your designated email address, you can contact us or do it yourself via online banking as follows:

  Internet banking:

  1. Log in to internet banking.
  2. Go to My Preferences > My profile.
  3. Select Contact details and update your email address.
  4. Select OK to submit the changes.

  Mobile banking:

  1. Log in to mobile banking.
  2. Go to More > Personal Details.
  3. Select Contact and update your email address
  4. Select Confirm to submit the changes.
• How do I update my personal details using internet banking?

  3 easy ways to change your personal details:

  1. Log in to online banking
  2. Call 13 63 73
  3. Visit a branch

  How to change your personal details via online banking

  Internet banking

  1. Log in to internet banking.
  2. Go to My preferences > My profile.
  3. You can change either your address or email 

  Please note: If you wish to update your phone number, please do so via mobile banking, the BankVic app or by calling us on 13 63 73.

  Mobile banking

  1. Log in to mobile banking.
  2. Go to More > Personal details.

  Useful information

  • Remember if calling us or visiting a branch to change your details, you'll be asked to verify your identity.
  • You can only change your personal details, and not those of your spouse or partner. More importantly, if you're a parent and changing addresses and contact details, remember to change your children's contact details too.
  • If you have taken out insurance policies through us and changed your details via online banking, you still need to call 13 63 73 option 5 so we can update your details on the insurance policies as well.
• What accounts can I open online?

  When you are registered for internet banking, you can open the following savings and term deposit accounts online:

  • EasyInvest
  • Bonus Saver
  • Term deposits

  Unfortunately, accounts cannot be opened via the BankVic app at this time.

• How do I open a savings account online?
  1. Log in to internet banking.
  2. Go to Accounts > New savings account . 
  3. Choose which savings account you'd like to open and then follow the on-screen instructions to complete your account opening.
• How do I open a term deposit account online?
  1. Log in to internet banking.
  2. Go to Accounts > New term deposit.
  3. Choose the term deposit you'd like to open by selecting your preferred term and rate and clicking on the corresponding interest rate of the term/amount.  Then follow the on-screen instructions to complete your account opening.
• How do I set up a new joint savings account online?

  If you are already a BankVic member

  You can complete the process online:

  1. Log in to internet banking.
  2. Click Products.
  3. Select New Savings Account or New Term Deposit.
  4. Click Next.
  5. Choose the account type and follow the prompts.
  6. Enter the other person’s BankVic internet banking details when prompted.

  The second person will usually need to log in separately to review and complete their part.

  If one or both of you are not BankVic members

  Setting up a new joint account or converting an existing account cannot be completed online.

  You’ll need to contact BankVic or visit a branch to finalise the application:

  • Call 13 63 73 during business hours, or
  • Visit a BankVic branch.
• Why do I keep getting a connection expired message?

  This occurs when your computer’s configuration does not meet our download requirements. It requires Internet Explorer / Mozilla Firefox to be configured for downloads. Follow the steps outlined below to fix this problem.

  1. Go to Tools > Internet Options.
  2. On the Privacy tab, make sure the bar is no higher than Medium. If the bar doesn’t display and just says Custom, click on Default Level and the bar will show.
  3. Click OK to save your changes.
  4. On the Security tab, make sure the bar is no higher than Medium on the Internet zone. If the bar doesn’t display and just says Custom, click on Default Level and the bar will show.
  5. Click OK to save your changes.
• How do I change the name on my account?

  You can change the name on your account by completing the forms below and providing a certified copy of either:

  • A marriage certificate, if your name change is due to marriage.
  • A birth certificate, if your name change is for another reason.

  Once you have completed the forms and obtained a certified copy of your supporting document, you can submit them by:

  • Email: info@bankvic.com.au
  • Post: BankVic, GPO Box 2074, Melbourne VIC 3001
  • In person: at any BankVic branch

  Signature card formCertification form
• What happens when a BankVic member passes away, and what do we need from their representative to finalise their accounts?

  Losing someone close to you is never easy, and dealing with their financial matters can feel overwhelming. If the person who has passed away had an account with BankVic, please contact us on 13 63 73 during business hours, or visit your nearest branch so we can assist you.

  To help us support you and finalise the accounts, we’ll need to sight an original or certified copy of one of the following documents:

  • Death certificate
  • Letters of administration (if there is no valid will)
  • Grant of probate

  Once we’re notified of a member’s passing, we’ll take care of the following:

  • Place a hold on any accounts held solely in the member’s name
  • Remove the deceased from any joint loan arrangements
  • End any power of attorney or authority to operate the accounts
  • Stop any regular payments set up by the member
  • Where appropriate, cancel cards issued in the member’s name
• What is the Financial Claims Scheme (FCS)?

  The Financial Claims Scheme (FCS) is an Australian Government scheme that provides protection for your deposit in the unlikely event that a financial institution fails.

  Under the FCS, certain deposits are protected up to a limit of $250,000 for each account holder at any bank or authorised deposit-taking institution (ADI) that is incorporated in Australia and authorised by the Australian Prudential Regulation Authority (APRA).

  The FCS can only come into effect if it is activated by the Australian Government when an institution fails. Once activated, the FCS will be administered by APRA.

  In an FCS scenario, APRA would aim to pay the majority of customers their protected deposits under the scheme within seven calendar days.

• How is the Financial Claims Scheme (FCS) limit applied?

  The Financial Claims Scheme (FCS) limit of $250,000 applies to the sum of an account holder’s deposits under the one banking licence.

  All deposits held by an account holder with a single banking institution must be added together towards the $250,000 FCS limit. This includes accounts with any other banking businesses that the licensed banking institution may operate under a different trading name.

• How can I protect myself from scams?

  At BankVic, we take online security seriously. The BankSafe with BankVic hub is your go-to resource for staying informed about the latest scams, fraud prevention tips, and best practices to help protect your money.

  If you ever have any concerns lease don’t hesitate to contact us. If you believe your account may have been compromised, call us immediately on 13 63 73 during business hours.

• Who is Orion?

  Orion Fraud Services is a fraud monitoring partner used by BankVic to help protect your accounts from suspicious activity.

DOWNLOADABLE RESOURCES

Forms & documents

• BankVic membership
  Membership and account opening online formElectronic Identity VerificationMembership and account opening PDF formDOWNLOADYouth membership & Account Opening FormDOWNLOADPrivacy PolicyDOWNLOADPrivacy NoticeDOWNLOADList of people Authorised to certify copies of documentsDOWNLOADMember identification PDF 334.20 KBDOWNLOADSignature card PDF 140.41 KBDOWNLOADSignature and share card PDF 80.66 KBDOWNLOADSwitch of regular payments arrangements & notice of variation of account details PDF 712.31 KBDOWNLOADForeign Tax InformationDOWNLOADUnclaimed Monies Refund Request For PDF 204.72 KBDOWNLOADName Disclosure Form PDF 169.12 KBDOWNLOADShareholder membership PDF 153.26 KBDOWNLOADCertificationDOWNLOAD
• Home & Personal Loans
  Home & Investment Loans Application FormDOWNLOADPersonal / Car Loan and Credit Card Application FormDOWNLOAD
• Savings & Investment accounts
  New individual or joint account / Visa debit card / Add authorised signatory PDF 171.56 KBDOWNLOADStudent/apprentice fee-free registration PDF 113.24 KBDOWNLOADSMSF Saver - individual as trustee DOWNLOADSMSF Saver - company as trusteeDOWNLOADClub subscriptions (bulk) PDF 127.56 KBDOWNLOADTerm depositDOWNLOADEarly/part redemption of term deposit PDF 134.56 KBDOWNLOADMaturity advice PDF 85.12 KBDOWNLOADTrust or trading account PDF 570.22 KBDOWNLOADUnincorporated depositors/updated signatories/account operation PDF 183.05 KBDOWNLOADTransaction dispute formDOWNLOADRevocation of Joint Account Form PDF 255.53 KBDOWNLOADBank@Post QR code request online form
• Retirement Savings
  SMSF Saver - individual as trustee PDF 300.14 KBDOWNLOADSMSF Saver - company as trustee PDF 321.72 KBDOWNLOADEarly release of RSA benefits - severe financial hardship PDF 486.42 KBDOWNLOAD
• Credit cards
  Personal / Car Loan and Credit Card Application FormDOWNLOADCredit Card Key Fact Sheet 53.71 KBDOWNLOADVisa credit card additional cardholder/balance transfer requestDOWNLOADCredit limit decrease or cancellationDOWNLOADTransaction dispute formDOWNLOADComplimentary International Travel Insurance Policy Information Booklet 299.00 KBDOWNLOADQantas Frequent Flyer Member Number Form
• Terms and Conditions
  BankVic Terms & Conditions DOWNLOADBankVic Financial Services Guide DOWNLOADBankVic Credit GuideDOWNLOADBankVic Fees & ChargesDOWNLOADHome Loan Terms & Conditions 271.38 KBDOWNLOADBankVic Credit Cards, Conditions of UseDOWNLOADQantas Rewards Terms & Conditions 68.55 KBDOWNLOADPersonal Loan Terms & Conditions 79.20 KBDOWNLOAD
• Product Disclosure Statements
  BankVic Home & Contents Insurance PDSDOWNLOADHome Building KFSDOWNLOADHome Contents KFSDOWNLOADBankVic Landlord Insurance PDSDOWNLOADLandlord Building KFSDOWNLOADLandlord Contents KFSDOWNLOADBankVic Motor Insurance PDSDOWNLOADBankVic Caravan & Trailer Insurance PDSDOWNLOADBoat Insurance PDSDOWNLOADVAU Personal Accident and Sickness Insurance Scheme PDSDOWNLOADAEAWA Income Protection PDSDOWNLOADCGU Travel Insurance PDS (no longer for sale)DOWNLOADCGU Home First Choice Insurance PDS (no longer for sale)DOWNLOADCGU Home Fundamentals Insurance PDS (no longer for sale)DOWNLOADCGU Landlord Insurance PDS (no longer for sale)DOWNLOADCGU Motor Vehicle Insurance PDS (no longer for sale)DOWNLOADCGU Caravan & Trailer Insurance PDS (no longer for sale)DOWNLOADCGU Boat Insurance PDS (no longer for sale)DOWNLOADCGU Motorcycle insurance PDS (no longer for sale)DOWNLOADRSA Product Information Sheet (no longer for sale)DOWNLOAD
• Target Market Determinations
  Everyday Account TMD 193.41 KBDOWNLOADLow Rate Visa TMD 186.65 KBDOWNLOADGold Visa TMD DOWNLOADQantas Visa TMD 259.16 KBDOWNLOADPersonal Loan TMD 191.84 KBDOWNLOADCar Loan TMD 193.24 KBDOWNLOADLittle Copper Club Account TMD 194.79 KBDOWNLOADEasyInvest TMD 219.32 KBDOWNLOADBonus Saver TMD 450.47 KBDOWNLOADPension Plus TMD 191.09 KBDOWNLOADSMSF Saver TMD 351.64 KBDOWNLOADTerm Deposit TMD 249.05 KBDOWNLOAD12 Month Income Term Deposit TMD 255.93 KBDOWNLOADVariable Rate Home Loan TMD 320.84 KBDOWNLOADVariable Rate Investor Property Loan TMD 390.93 KBDOWNLOADPolice Variable Rate Home Loan TMD 207.02 KBDOWNLOADPolice Variable Rate Investor Property Loan TMD 197.23 KBDOWNLOADFixed Rate Home Loan TMD 249.41 KBDOWNLOADOffset Variable Home Loan TMDDOWNLOADOffset Variable Investor Property Loan TMDDOWNLOADOffset Police Variable Home Loan TMDDOWNLOADOffset Police Investor Property Loan TMDDOWNLOAD
• Other guides and information
  Financial hardship assistance application form PDF 300.90 KBDOWNLOADComplaints and Dispute Resolution Member PolicyDOWNLOADBankVic Telegraphic Transfers PDF 89.06 KBDOWNLOADCo-Borrower InformationDOWNLOADInformation Statement for Credit Contracts - Form 5DOWNLOADRespectful Behaviour Member PolicyDOWNLOAD
• Overseas travel notification online form

  It's advisable for you to complete our Overseas travel notification online form with details of your travel plans. This assists us when monitoring accounts for potentially fraudulent transactions and we can determine for security reasons, whether or not to restrict your card. We can sometimes also provide tips specific to your destination, such as the use of ATMs in Bali.

  Overseas travel notification form

OUR LOCATIONS

Branches & ATMs

• City West Branch

  Open 9:30am-4pm, Monday to Friday.
  
  278 Spencer Street, Melbourne VIC 3000

  Open in Google Maps

  Book appointment
• Glen Waverley Branch

  Open 9:30am-4pm, Monday to Friday.
  
  Brandon Business Park, Building 4, 540 Springvale Road, Glen Waverley VIC 3150

  Open in Google Maps

  Book appointment
• Monash Medical Centre Branch

  Open 9:30am-4pm, Monday to Friday.

  Monash Medical Centre, Level 2, 246 Clayton Rd, Clayton VIC 3168 (Opposite Henry & Co Cafe)

  Open in Google Maps

  Book Appointment
• Victoria Police Centre Branch (only accessible by members of Victoria Police)

  Open 9:30am-4pm, Monday to Friday.

  Tower 1
  Level 24, 311 Spencer St, Docklands VIC 3008

  Book appointment
• Victoria Police Centre ATM – Level 7 Degani’s Café (only accessible by members of Victoria Police)

  Open in Google Maps

• Victoria Police Academy ATM (only accessible by members of Victoria Police)

  Open in Google Maps

• City West Police Complex ATM

  Open in Google Maps