Frequently Asked Questions

Need some help?

Here are some of the most common questions we receive.

• How can I become a BankVic member?

  BankVic membership is open to police, emergency and health workers, government department employees, and immediate family of current members. You can join online here.

• Where can I find my member number?

  You can find your member number on your statement or on the welcome email you received when you first joined BankVic. If you can't find it, you can call us on 13 63 73.

• How can I change my internet banking password? 

  If you know your password: 

  1. Log into internet banking. 
  2. Go to Settings.
  3. Click Change password. 
  4. Click Get SMS. 
  5. Enter the One Time Password from the SMS message. 
  6. Type in the new password that you would like to select where indicated. 
  7. Click Save. 

  If you’ve forgotten your password: 

  1. On the internet banking login page, click Forgot your password? 
  2. Enter your member number, date of birth, and the text from the image below the date of birth field.  
  3. This will generate a text message containing a One Time Password to the mobile phone number linked to your account. Enter the One Time Password where indicated. You should never share a One Time Password with anyone, including BankVic staff.  

  If you don’t have a mobile number linked to your account, you’ll need to call 13 63 73.  

• How can I change my BankVic app PIN?
  1. On the app login page, tap Forgot PIN.
  2. Tap Let’s get started.
  3. Enter your member number and internet banking password.
  4. Tap Continue.
  5. You'll then be prompted to set a new PIN.
• How do I register for internet banking?

  Register for internet banking by calling us on 13 63 73 option 3 (8am-6pm, Monday to Friday).

• How can I check my account balance?

  In the BankVic app:

  • Tap Accounts at the bottom left of the screen.
  • Scroll up to see the balance on your account/s.

  In internet banking:

  • When you log into internet banking, you’ll see your account/s and balance on the main page.
• Where can I find my BSB and account number? 

  The BankVic BSB is 704-230.

  You can see your account number:

  • In the BankVic app, under Accounts. The account number is the 9-digit number next to the BSB number.
  • In internet banking, click Accounts, then BSB Information. 
• Is there a daily transfer limit?

  Yes. You can find transaction limits for all payment types by clicking DAILY LIMIT.

  Daily limit
• How do I lock my card? 

  Using the BankVic app:

  1. Tap Cards at the bottom right.
  2. Select the card that's been lost or stolen. Swipe left on the card to find the relevant card.
  3. Tap Lock card under the card.

  To unlock your card, simply tap Unlock Card.

• How can I update my contact details?

  You can update your home, postal and email address in internet banking:

  In internet banking:

  1. Go to Settings.
  2. Click Update My Contact Details.
  3. Update the contact details required.
  4. Click Update to submit the change/s.

  To update your title or phone number, call 13 63 73 or visit a branch.  

  BankVic branches
• How do I report my card as lost or stolen?

  During our business hours you can call 13 63 73.

  Outside of business hours:

  • From within Australia, you can call the 24-Hour Visa Emergency Hotline on 1800 621 199.  
  • From overseas, you can call +61 2 9959 7686 or +1 303 967 1096 (free call).

  Using the BankVic app:  

  1. Tap Cards at the bottom right.
  2. Select the card that’s been lost or stolen.  
  3. Tap Need help with your card?
  4. Choose the relevant option from lost, stolen, or damaged. 
  5. You can choose to order a new card when you cancel the lost or stolen card.

  New cards will be delivered in 5-7 business days. 

• How can I access funds while waiting for a new card?

  If you had your digital wallet set up before reporting the card as lost or stolen, you'll still be able to use it.  

  You can also transfer funds to other accounts using internet banking or the BankVic app.  

• Should I notify BankVic if I’m going to use my card/s overseas? 

  Yes. You can let us know by completing 'Overseas travel notification' form.

  Overseas travel notification form
• How can I send and receive money internationally? 

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

  Get started
• How can I verify my card to use in a digital wallet?

  For security purposes, when a new card is added to a digital wallet, we'll ask you to complete a verification check before it can be used. We'll either:

  • Send a one-time password to the mobile phone number you have registered with us.
  • Ask you to call us on 13 63 73 during our business hours (Monday to Friday, 8am-6pm), and answer some security questions.

Internet Banking

• What can I do in internet banking?

  You can perform the following once you are logged into your internet banking

  • Transfer funds between accounts
  • Pay bills
  • Change your address details
  • Change my PIN
  • Activate my Visa card
  • Check my interest
  • Update my contact details
  • Set up transfers for the future
  • Change your password
  • See transactions within specified date ranges

  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.

• How do I set up internet banking?

  Register for internet banking by going to the registration page and following the prompts or call 13 63 73 option 3 (8am-6pm, Monday to Friday). 

• How do Predictive Direct Debit Dishonour Notifications work?

  How does the notification work? 

  Looking at historical direct debit transactions and account balances, BankVic predicts that a direct debit dishonour is likely to occur. BankVic does not receive any information from your billers with respect to your payments. 

  Does this mean you’ll always notify me of impending payments? 

  No. We don’t receive any information from your billers about your payments so these notifications are predictions, based on previous payments. We may not be able to predict every future direct debit and your actual bill may have different due dates and amounts. Make sure you check what amount will be drawn from your account and on what day to avoid a dishonour fee.   

  What if I don’t want to receive this notification? 

  You can opt-out of these SMS notifications by clicking the unsubscribe link from the messages at any point. 

  Which direct debits won’t I be notified about?  

  You will not receive notifications for purchases that do not occur on regular payment cycles (such as PayPal and eBay) as BankVic will be unable to determine a pattern or history of a transactions to provide you alerts. 

  An alternative method to making payments with your account and BSB, is to use your Visa Debit card. If insufficient funds exist in your account, the transaction will not clear at the time of processing and will avoid any dishonour fees. 

  Why hasn’t this been done before to prevent me from being charged fees in the past? 

  As part of ongoing efforts to create exceptional member experiences, BankVic now has technology and data to enable this service. 

  Why does BankVic charge direct debit fees? 

  BankVic utilises a third-party provider to process direct debit transactions. If there are insufficient funds in your account when a direct debit is processed, BankVIic incur a fee which we are unable to absorb and must pass on.

• I am getting a message to contact service & sales after attempting to login. Why?

  After a number of unsuccessful login attempts, online banking may lock your account for security reasons. To fix this, you will need to contact us on 13 63 73 (8am-6pm, Monday to Friday).

• What if I forgot my password?

  You can now reset your Internet Banking/BankVic App Password, by clicking on the forgot password link, under the log on details on the main Internet Banking website and/or the BankVic App.

  Please note: If you do not have a mobile phone number registered at BankVic or have locked out your internet password, you will need to call our Contact Centre on 13 63 73 (8am-6pm, Monday to Friday) or visit a BankVic branch 9.30am to 4pm.

  What is a One Time Password (OTP)?

  A One Time Password (OTP) is a code sent via SMS to the mobile number you have registered with BankVic, to add additional security to your account. OTP’s provide additional security to your Internet Banking.

  Why is BankVic now using OTP?

  Because OTP’s give us another way to verify who you are, it means that you won’t need to call us when you want to change your Internet Banking password.

  Why do you need my mobile number for OTP?

  OTP’s work by sending a code that can be used only once to a device that belongs to you. In this case that device is your mobile phone. When we have your mobile number registered, we can send OTPs to that number to confirm that the person requesting a change to your Internet Banking password is you.

  What if I don’t use a mobile phone?

  We understand not everyone is able to, or wants to use, a mobile phone. In this case, it just means that if you want to change your Internet Banking password, you’ll need to call us so that we can ask some questions that will verify your identity.

  How can I use the OTP function if I don’t use a mobile phone?

  If no mobile number is recorded on your profile, unfortunately you will not be able to use the password reset facility. You can always call us to reset your password instead.

  Do I need to register for OTP?

  If we already have your mobile number, you will automatically be registered.

  If we don’t have your mobile number, we recommend you call us to provide your mobile number and request to be registered for OTP.

  Do I need to use an OTP every time I log in to Internet Banking?

  No, OTPs are only sent when you perform an action that needs an additional layer of security. To start with, we’ll be using it when you want to change your Internet Banking password, but in future we will extend this to other banking activities like payments.

  Why do you need my mobile number, can I use my email instead?

  Unfortunately, OTP is only compatible with SMS and your registered mobile number for security purposes.

  Can I receive an OTP if I am travelling overseas?

  Yes, but you’ll need to activate international roaming on your mobile phone (and keep your Australian SIM card in your phone) when you travel overseas to receive OTPs. Contact your network provider as you may incur an additional cost.

  Please note that there can be a delay in receiving the text message. After 10 minutes the OTP will no longer be valid. If you have problems call us using our international number (+613 9268 9373) during our call centre business hours and change your password by speaking to us.

  Will I need an OTP each time I log into Internet Banking or the app?

  No. The way you log into Internet Banking and the app won’t change.

  Will I receive an OTP for everything I do within Internet banking?

  No, an OTP will only be triggered if you initiate an Internet Banking password reset request. We may require an OTP for some other transaction types – such as cash transfers – in the future.

  What happens if I enter an incorrect OTP?

  You will be told to enter it again. You can do this up to four more times before your account is locked. If this occurs, you’ll need to call us on 13 63 73 to unlock your account.

  How many attempts do I get?

  Five attempts total are given to enter the OTP correctly. Failure to enter the OTP correctly after five attempts will cause your account to be blocked. You will need to call us on 13 63 73 to request your account to be unblocked.

  How long is the OTP valid?

  The OTP is valid for 10 minutes after being issued.

  What does the OTP SMS look like?

  The SMS will come from ‘BankVic’ and say:

  Your Internet Banking SMS One Time Password is 'XXXXXX' and expires at XX:XX:XX.

  (‘X’ represents a digit)

  Why am I not receiving my OTP?

  There may be a few reasons you are not receiving your OTP:

  • we don't have your current mobile phone number
  • there may be a delay with your service provider sending SMS
  • you are overseas and have changed your SIM card

  Can I use the same mobile number on two different Internet Banking logins?

  Yes.

  How do I update my mobile number that is registered for SMS?

  To change the mobile number registered for your SMS OTP security, you will need to call us on 13 63 73 and let us know your new number.

  You cannot update your mobile number via Internet Banking for security reasons.

  What can I do if I have lost my mobile phone/don’t have access to it and I have generated an OTP?

  Call us on 13 63 73.

• How do I change my password?

  You can change your password under Account Options, and then selecting Change Password from the drop down list. You will need to enter the old password, followed by the new password twice as confirmation. Note that passwords must be 6-30 characters long and include a combination of two alpha and numeric, upper and lower case characters.

  Remember, if you fail to safeguard your password, you may increase your liability for unauthorised use.

  We therefore strongly recommend that you:

  • do not disclose your password to anyone, including a family member or friend;
  • do not record your password on or with:
  • the device, such as the telephone or computer, that you use to access the online banking service or anything likely to be lost or stolen with that device; or
  • any other identifier, such as a customer reference number, that may be used when accessing your online banking service;
  • do not permit anyone else to use your password;
  • examine your account statement as soon as you receive it to identify and report, as soon as possible, any instances of unauthorised use; and
  • if possible, change your password at frequent intervals and ensure that you choose a password that is not easily identified with you such as a recognisable part of your name or car registration.

  Refer to section 5 Liability of your Conditions of Use for a list of circumstances where you may be held liable for losses caused by unauthorised transactions. Any liability for losses resulting from unauthorised transactions will be determined in accordance with section 5, rather than the security measures listed above, which are guidelines only.

• Why am I receiving a One Time Password when transferring to a new account?

  Transferring funds to a new payee, updating existing payee details and SMS One-Time Passwords

  SMS One-Time Passwords (OTP) provide an additional layer of security, reducing the risk of fraudsters being able to transfer funds out of your BankVic account(s).

  New payees

  An OTP will be sent to your registered mobile phone when you transfer funds to a New Payee or New PayID via Internet Banking. For the transfer to be completed, you’ll need to enter the OTP into the relevant field in a timely manner on internet banking or the banking app – so make sure you have your mobile phone nearby.

  When will I receive the SMS OTP?

  The OTP is triggered when:

  • A standard transfer of funds from your BankVic account is made to a new payee or new PayID.
  • An Osko transfer of funds is made from your BankVic account to a new payee or new PayID.
  • You’re setting up ‘Future Payments’ from your BankVic account to a new payee or new PayID.
  • You’re setting up ‘Reccurring Payments’ from a BankVic account to a new payee or new PayID.
  • When you're updating an existing payee in your address book (for example their mobile number).

  Please note:

  • If you have any trouble setting up a new payee or PayID or if you don’t receive the SMS OTP, please get in contact with us on 13 63 73.
  • If you do not have a mobile phone number registered at BankVic, you will need to call our Contact Centre on 13 63 73 (8am-6pm, Monday to Friday) or visit a BankVic branch 9.30am to 4pm.

  What is a One Time Password (OTP)?

  A One Time Password (OTP) is a code sent via SMS to the mobile number you have registered with BankVic, this is to add additional security to your account.

  Why do you need my mobile number for OTP?

  OTP’s work by sending a code that can be used only once to a device that belongs to you. In this case that device is your mobile phone. When we have your mobile number registered, we can send OTPs to that number to confirm that the person requesting a change is you.

• How can I change the name on my account?

  You can change the name on your account by completing the below forms (using the links provided) and also supplying a certified copy of a Marriage Certificate (if the name change is due to a marriage) or Birth Certificate (if the name change is for any other reason).

  Once the below forms are completed and you have a certified copy of your Marriage or Birth Certificate you can send your paperwork to: info@bankvic.com.au or BankVic GPO Box 2074 Melbourne Vic 3001 or you can drop it off to one of our branches.

  Signature card form Certification form
• 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

  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 arrow is pointing upwards the information will not be displayed. Click the arrow again to make it visible.
• Are the widget boxes on my home screen able to be sorted?

  The widget boxes on the Home screen are customisable with an Internet Explorer browser. To move the widgets simply place your cursor over the top the widget box until the cursor changes to a cross, then click and hold and move the Widget to the desired location. A red line will display that indicates a suitable new position to be dropped.

  Note: Widget boxes can only be moved within the Microsoft Internet Explorer browser. This feature is not available to all other browsers.

• How do I find my BSB and account number via online banking?

  You can find your BSB and 9-digit external account numbers in your statements, as well as through internet and mobile banking.

  Statements

  Your account number and 9-digit external account number can be found on your statements, above your opening balance.

  • Internet banking: Log in to internet banking, go to Account Options > BSB and Account.
  • Mobile banking: Log in to mobile banking, go to More > BSB.
  • Mobile App: Open the banking app and go to Account Balance. Select the menu on the top left of your screen, select Additional Services, and then select Account BSB Details.
• How do I customise my internet banking home page?

  You can customise which accounts to display on your internet banking homepage, and also personalise the list of accounts so it’s easier to identify each account by name instead of account numbers.

  1. Log in to internet banking.
  2. Go to My Preferences and you’ll be able to either Personalise Account Names or Organise Accounts.
• How do I apply to receive eCommunications?

  To receive eCommunications, you must be a registered internet banking user.

  To receive online eStatments contact us on 13 63 73.

• 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.
• Can I ask a question by replying to the email address on the eStatement I receive?

  No. If you have questions about your account, you’ll need to contact us.

• Why aren’t I receiving email notifications?

  If you're not receiving your email notifications and we have the correct email address, it's possible that your email provider designates our eStatement notifications as junk mail and sends these to a junk mail folder. To ensure emails from us don't end up in your junk mail or spam folders, please add donotreply@bankvic.com.au to your email address book and update your anti-spam program whitelist or filters.

• How can I view my statement from more than 2 years ago?

  If you would like a copy of a statement that was issued more than 2 years ago you will need to call us on 13 63 73.

• How do I stop getting paper statements?

  To receive eStatements, you must be a registered internet banking user. Register now.

  To receive online eStatments contact us on 13 63 73.

• Can I access my estatements on my iPad or iPhone with this update?

  Yes, you can now view your eStatements on an iPad and iPhone. Once on the eStatements page, you will need to click on “open in new window/download.”

• When I click to view my statement, it tells me that my browser is not compatible.

  Not all browsers are capable of viewing statements in the frame. Select the ‘download’ or ‘Open in new window’ option to download the statement outside of the browser.

• How do I find my eStatements?
  1. Log in to internet banking.
  2. Go to Accounts > eStatements.
  3. A new window will open with a list of available eStatements.
  4. Choose the statement you wish to view, save or print, and it will open in a new window (note: you will need Adobe Acrobat Reader to view your eStatements).
• Are eStatements available on the Bankvic mobile app?

  Unfortunately eStatements are currently unavailable on the BankVic mobile App.

• I get two separate statements each month - why can I only see one?

  Statements are listed in statement number order. Because of this, the second statement may appear lower in the list.

• Can I download the transactions from an estatement and enter them in to excel, ms money, quicken, xero or other financial management software?

  No. This can only be done by clicking on Download Transactions from the welcome page.

• How do I apply to receive estatement notifications?

  To receive eStatements, you must be a registered internet banking user.> Register now

  To receive online eStatments Contact us on 13 63 73.

• How do I know when my statement is available?

  You will receive an email notifying you that your eStatement is available to view via internet banking. You will need to ensure you provide a valid email address and notify us if it changes.

  We would like to assure you that this email doesn’t contain your statement details. It is simply a notification that your eStatement is ready to be viewed online. 

• When will my quarterly statements be available?

  Your statements for the quarter ending March, June, September and December will be available in the first week of the following month, ie Statements for the March quarter will be available in the first week of April.

• Can I nominate more than one email address?

  No. It is important to ensure your email address is one you regularly access, correct and up-to-date at all times.

• Can I nominate the account types for which I wish to receive eStatements?

  No. If you elect to receive eStatements for your membership, you will receive all your account statements electronically.

• How do I customise my internet banking home page?

  You can customise which accounts to display on your internet banking homepage, and also personalise the list of accounts so it’s easier to identify each account by name instead of account numbers.

  1. Log in to internet banking.
  2. Go to My Preferences and you’ll be able to either Personalise Account Names or Organise Accounts.
• I don't seem to be receiving any email notifications what's happening?

  If you're not receiving your email notifications and we have the correct email address, it's possible that your email provider designates our eStatement notifications as junk mail and sends these to a junk mail folder. To ensure emails from us don't end up in your junk mail or spam folders, please add donotreply@bankvic.com.au to your email address book and update your anti-spam program whitelist or filters.

• What has been updated?

  You can now view your statements as a PDF within the same window.

• 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.

  BankVic App

  1. Log in to BankVic App.
  2. Go to "Account Balance". Click on the menu on top left hand side. 
  3. Select "Additional Services". Select "Personal Details".
  4. Update your contact details and select "Confirm".

  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.
• Can I get an estatement notification for my RSA accounts?

  No. This service is currently unavailable. 

• Why are statements only available online and not sent out to me?

  We have made the decision to register all our new members onto eStatements as the majority of our members do their banking and check their accounts regularly online. This ensures members have immediate access to their statements as soon as they become available. With postage costs increasing and the frequency of mail delivery decreasing, we would rather direct this money into increasing our support to our member communities and continued investment into our products and services.

• Why are statements only available quarterly?

  With members being able to track their transactions online 24 hours a day using internet and mobile banking, debit card statements will be now be available quarterly. Credit card statements will be available monthly.

• How do I save my eStatements?

  To save your statement, select the Save a Copy icon in the toolbar and choose a location on your hard drive to save the PDF file to. Then re-name the statement file and select Save.

• Can I print my eStatements?

  Yes, you can print your eStatements in internet banking. All statements can be printed in PDF format as a replica of your paper statement.

• How long is a statement available online?

  Your statement is available online for up to seven years from the date appearing on your statement.

• If I have a joint account, which email address will the estatement notification be sent to?

  As with paper statements, the eStatement notification will be sent to the primary account holder and first named account holder. However, the secondary account holder may also choose to receive eStatement notifications. Contact us if you wish to set this up.

• Will you inform me if something has prevented an estatement notification from being delivered to my email address?

  Yes. If after receiving one bounced email in response to an email notification we sent to you, you will start to receive paper statements again for the next cycle. You’ll see a message in that paper statement advising you to contact us in order to start receiving eStatement notifications again.

• What accounts are available to open online?

  When you're a registered user of internet banking, you can open the following types of savings and term deposit accounts online:

  • Easyinvest
  • Bonus Saver
  • Term deposits
• 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 joint account?

  If the account is to be a joint account, the joint account holder will be asked to enter their internet banking details. Alternatively, you can change the account to joint at a later date, just contact us on 13 63 73 or visit a branch to find out how.

• How do I update my personal details?

  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.

  BankVic App

  1. Log in to BankVic App.
  2. Go to "Account Balance". Click on the menu on top left hand side. 
  3. Select "Additional Services". Select "Personal Details".
  4. Update your contact details and select "Confirm".

  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.
• How do I reset my internet banking password?

  You can now reset your Internet Banking/BankVic App Password, by clicking on the forgot password link, under the log on details on the main Internet Banking website and/or the BankVic App.

  Please note: If you do not have a mobile phone number registered at BankVic or have locked out your internet password, you will need to call our Contact Centre on 13 63 73 (8am-6pm, Monday to Friday) or visit a BankVic branch 9.30am to 4pm.

  What is a One Time Password (OTP)?

  A One Time Password (OTP) is a code sent via SMS to the mobile number you have registered with BankVic, to add additional security to your account. OTP’s provide additional security to your Internet Banking.

  Why is BankVic now using OTP?

  Because OTP’s give us another way to verify who you are, it means that you won’t need to call us when you want to change your Internet Banking password.

  Why do you need my mobile number for OTP?

  OTP’s work by sending a code that can be used only once to a device that belongs to you. In this case that device is your mobile phone. When we have your mobile number registered, we can send OTPs to that number to confirm that the person requesting a change to your Internet Banking password is you.

  What if I don’t use a mobile phone?

  We understand not everyone is able to, or wants to use, a mobile phone. In this case, it just means that if you want to change your Internet Banking password, you’ll need to call us so that we can ask some questions that will verify your identity.

  How can I use the OTP function if I don’t use a mobile phone?

  If no mobile number is recorded on your profile, unfortunately you will not be able to use the password reset facility. You can always call us to reset your password instead.

  Do I need to register for OTP?

  If we already have your mobile number, you will automatically be registered.

  If we don’t have your mobile number, we recommend you call us to provide your mobile number and request to be registered for OTP.

  Do I need to use an OTP every time I log in to Internet Banking?

  No, OTPs are only sent when you perform an action that needs an additional layer of security. To start with, we’ll be using it when you want to change your Internet Banking password, but in future we will extend this to other banking activities like payments.

  Why do you need my mobile number, can I use my email instead?

  Unfortunately, OTP is only compatible with SMS and your registered mobile number for security purposes.

  Can I receive an OTP if I am travelling overseas?

  Yes, but you’ll need to activate international roaming on your mobile phone (and keep your Australian SIM card in your phone) when you travel overseas to receive OTPs. Contact your network provider as you may incur an additional cost.

  Please note that there can be a delay in receiving the text message. After 10 minutes the OTP will no longer be valid. If you have problems call us using our international number (+613 9268 9373) during our call centre business hours and change your password by speaking to us.

  Will I need an OTP each time I log into Internet Banking or the app?

  No. The way you log into Internet Banking and the app won’t change.

  Will I receive an OTP for everything I do within Internet banking?

  No, an OTP will only be triggered if you initiate an Internet Banking password reset request. We may require an OTP for some other transaction types – such as cash transfers – in the future.

  What happens if I enter an incorrect OTP?

  You will be told to enter it again. You can do this up to four more times before your account is locked. If this occurs, you’ll need to call us on 13 63 73 to unlock your account.

  How many attempts do I get?

  Five attempts total are given to enter the OTP correctly. Failure to enter the OTP correctly after five attempts will cause your account to be blocked. You will need to call us on 13 63 73 to request your account to be unblocked.

  How long is the OTP valid?

  The OTP is valid for 10 minutes after being issued.

  What does the OTP SMS look like?

  The SMS will come from ‘BankVic’ and say:

  Your Internet Banking SMS One Time Password is 'XXXXXX' and expires at XX:XX:XX.

  (‘X’ represents a digit)

  Why am I not receiving my OTP?

  There may be a few reasons you are not receiving your OTP:

  • we don't have your current mobile phone number
  • there may be a delay with your service provider sending SMS
  • you are overseas and have changed your SIM card

  Can I use the same mobile number on two different Internet Banking logins?

  Yes.

  How do I update my mobile number that is registered for SMS?

  To change the mobile number registered for your SMS OTP security, you will need to call us on 13 63 73 and let us know your new number.

  You cannot update your mobile number via Internet Banking for security reasons.

  What can I do if I have lost my mobile phone/don’t have access to it and I have generated an OTP?

  Call us on 13 63 73.

• Password Requirements

  Passwords can be 6-30 characters and must include two alpha-numerics. 

• How do I change my internet banking password?

  If you believe your online banking password has been compromised, change it immediately via internet banking and inform us right away on 13 63 73.

  Here is how you can change your password via internet banking.

  1. Log in to internet banking.
  2. Go to Account Options > Change Password.
  3. Enter your old password, followed by the new password twice as confirmation. Note that passwords must be 6 - 30 characters long. 
• How can I keep my internet banking password safe?

  Remember, if you fail to safeguard your password, you may increase your liability for unauthorised use. We therefore strongly recommend that you:

  • Don't disclose your identification reference to anyone, including a family member or friend
  • Don't record your identification reference on or with:
    • the device, such as the phone or computer, that you use to access the online banking service or anything likely to be lost or stolen with that device; or
    • any other identifier, such as a customer reference number, that may be used to access your online banking service
  • Don't permit anyone else to use your identification reference
  • examine your account statement as soon as you receive it to identify and report any instances of unauthorised use as soon as possible
  • change your identification reference at frequent intervals and ensure that you choose an identification reference that is not easily identified with you, for example a recognisable part of your name or car registration.
• Where can I find my BSB and account number?

  You can find your BSB and account number on your monthly statement, or by logging in to internet banking, the BankVic mobile app or mobile banking.

  Monthly statement:

  Your BSB can be found in the top right corner, and your account number in the 'Transaction Details' column on your monthly statement. 

  Internet banking:

  • Log in to internet banking
  • Go to Account Options > BSB and Accounts

  BankVic App:

  • Log in to BankVic App
  • Go to Information > BSB & Account Number

  Mobile banking:

  • Log in to mobile banking Go to More > BSB
• How long will it take for funds to move between my accounts when I do a transfer?

  In most cases, transfers between my BankVic accounts will go through immediately.

• Can I schedule transfers to process at a later or recurring date?

  Yes. You can schedule transfers into the future. You can also set up regular payments daily, weekly, fortnightly or monthly to end after a specified number of occurrences.

• Can I schedule a recurring payment to my credit card?

  You can set up a recurring payment for a specific amount to your credit card. You can also set up payments for the closing balance or the repayment amount on the last statement via internet banking. If you need assistance with this you can contact us on 13 63 73 option 3.  

• Can I transfer to somebody else's account or to my own account at another bank?

  Yes, you can transfer to other banks and people. Simply go to the Payments tab in internet banking, and select Transfer money.

  You'll need details of the account, including the BSB Number, Account Number and Account Name that you are wishing to transfer to.

  You may choose to save these account details for future use; they'll be available within your online banking account should you wish to transfer money to that particular account again.

  Take care when entering these details as the account name cannot be verified by us prior to sending your funds.

  Incorrect information may result in funds being credited to the account of an unintended recipient if the BSB number and/or identifier do not belong to the named recipient, and loss of funds should they not reach the intended recipient. It may not be possible to recover your funds from an unintended recipient.

  If you do make an error, please let us know and we will action a Mistaken Internet Payment request where we will contact the unintended recipient’s banker and request the payment be returned. Your online banking terms and conditions includes our obligations for these reports and the ePayments Code explains further.

• How do I transfer funds?

  The transfer of funds feature for both internal and external transfers in online banking is available by selecting Payments > Transfer Money.

  The Transfer Money page includes a ‘Transfer To’ drop-down menu that displays when the field is selected. The drop-down menu provides a list of options to select either Pay New; Internal Accounts; Internal Personal Payees and External Personal Payees.

  ‘Transfer To’ drop-down menu options:

  Pay New – Selected for new payments to internal accounts or to other external financial institutions and for the creation of personal payees.

  Internal Accounts –All your internal accounts will be listed below this heading.

  Internal Personal Payees – Lists all your internal personal payees.

  External Personal Payees – Lists all your external personal payees.

  ‘Transfer To’ Quick Search – The ‘Transfer To’ field can be used to search for a personal payee or other item. Just start typing the first few characters of the name and any matching items will be displayed and can then be selected.

  Take care when entering these details as the account name cannot be verified by us prior to sending your funds.

  Incorrect information may result in funds being credited to the account of an unintended recipient if the BSB number and/or identifier do not belong to the named recipient, and loss of funds should they not reach the intended recipient. It may not be possible to recover your funds from an unintended recipient.

  If you do make an error, please let us know and we will action a Mistaken Internet Payment request where we will contact the unintended recipient’s banker and request the payment be returned. Your online banking terms and conditions includes our obligations for these reports and the ePayments Code explains further.

• How do I redraw from my loan?

  First, check that your loan has a redraw feature. To redraw funds from an eligible loan, select Accounts> List of Accounts then select the redraw account (e.g. L97). A Transfer option will be displayed if the loan has a redraw feature.

  Our redraw facility on variable interest rate home loans allows you to withdraw directly from your home loan account any repayments you've made that are more than your contractual repayments.
  
  The minimum redraw amount is $50 and the maximum is the amount of advance repayments you've made. You can make as many redraws as you like and there's no fee to do so.

• How can I redraw funds from my line of credit account?

  First, check that your loan has the redraw feature. To redraw funds from an eligible loan, select Accounts, followed by List of Accounts, and then select the redraw account (e.g. L27). A transfer option will be displayed if the loan has a redraw feature.

  Please ensure you only redraw funds to an internal BankVic savings or transaction account. From there this can then be transferred externally if required. Please do not set up direct debits to a loan with redraw as they cannot be facilitated. 

• How do I activate my visa debit and/or credit card?

  After logging into internet banking, VISA debit and credit cards can be activated by going into the tab ‘Account Options’, followed by ‘Card Activation’. You will then need to enter the card number and expiry date, followed by ‘Activate’. Expiry Date must be entered using the pin pad provided. The pin pad is selected by clicking the small icon provided next to the Expiry Date field.

• How do I order an overseas telegraphic transfer/draft via internet banking?

  Telegraphic Transfers cannot be ordered online. If you are requiring an overseas payment to be sent, you can contact us on 13 63 73 option 3 Monday to Friday 9am – 4pm (American Express processing times) and we can assist you with this.

  Effective 31st December 2022, Drafts are no longer available through BankVic.

• I've recently moved house. Can I change my postal address online?

  Yes. Both your residential and postal addresses and your contact details can be changed via internet and mobile phone banking.

  • Mobile banking: login to mobile phone banking. Select "More". Choose "Personal Details" and update your address, phone and email details here. Click Confirm to register the changes.
  • Internet banking: login to internet banking. Select "My Preferences" then "My Profile", select "Address details" or "Contact details". Click "Update" to submit. You can also have your details updated by contacting Service & Sales on 13 63 73 (8am-6pm, Monday to Friday), or visit a branch.

  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.
  • Your residential address cannot be changed to a post office box.
• 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.
• What's Bpay® view and how do I set it up?

  BPAY® View allows you to receive and view your bills through the secure environment of online banking. You can do away with paper bills and efficiently manage your bills online. With BPAY View you can view, pay and track payments at any time. To get started, register for the bills you wish to receive electronically via internet banking.

• Which bills are available through Bpay® view?

  Hundreds of bills are available through BPAY® View. Check if the biller offers BPAY View by looking for the words BPAY View in the payment option section on your paper bill, or visit the BPAY web site.

• How do I cancel Bpay® view?

  You can cancel BPAY® View at any time by cancelling billers that you’ve previously registered.

• Is there a fee to use Bpay® view?

  No. BPAY® View is free to use via online banking.

• I am having trouble viewing my eStatements and/or Bpay® view bills. Why?

  BPAY® View bills and eStatements require Adobe Acrobat or another compatible PDF program to be installed on your computer to view your eStatements. If you don't have Adobe Acrobat Reader, visit www.adobe.com/reader to download a free Adobe reader.

• I am having problems downloading a transaction list into Excel, Quicken or MS Money. Can you assist?

  This may occur when your computer’s configuration does not meet the systems download requirements. It requires Internet Explorer / Mozilla Firefox to be configured for downloads.

• What if I make an error when I do a transfer?

  If you have made an error, a ‘mistaken internet payment’ (MIP) which is when an incorrect BSB and/or account number are entered and the funds are paid into the account of an unintended recipient, we may be able to assist you to retrieve the funds.

  Every time you use internet or mobile banking to transfer funds we warn you to check the details you have entered are correct before you click ‘enter’. However, if you do make an error there are ways we can assist. First you should contact us as soon as possible, the faster we hear about the error, the faster we can help. Call us on 13 63 73 to report your MIP, even if it’s after hours, leave a message and we’ll be in touch.

  We will help as much as we can but unfortunately we’re not always successful, that’s why it’s important to check the details thoroughly and let us know as soon as you can – delays may affect your liability if there is a loss.

  BPAY® also have procedures in place to ensure that funds do not go astray.

  If you simply selected the wrong payee from a list of existing payees, you would need to contact the payee directly.

  For more information on MIPs see the BankVic Terms and Conditions or contact us on 13 63 73.

• How often will I receive statements?

  We will provide you with an eStatement available via internet banking at least every 3 months and more frequently for those members who have credit cards or continuing credit. You will receive an email notification of when your statement is available on internet banking.

• What will my member statement contain?

  Statements contain all transactions that have taken place during the statement period. Transactions are sorted in date order. A running balance is also located on the right hand side of the statement.

  You can easily view your member number, BSB and statement date at the top right hand side of the statement. Your account numbers are located on the first line of each account section prior to your transactions in the Transaction Details section.

• How can I find more detail about a particular transaction?

  To find out more about a transaction you can log into internet banking and view more detail by clicking on a particular transaction in the transaction details section or by calling 13 63 73 option 3.

  The additional information you can access includes:

  • Transaction date
  • Transaction time
  • Authorisation time
  • Receipt number
  • Card details (where applicable) to identify which account holder.
• How can I cancel a direct debit or recurring payment?

  For direct debits: You can contact us to request that we cancel a direct debit arrangement. We’ll complete your request within one business day. You can also contact the biller directly if you wish. If we cancel a direct debit request for you, you should still notify the biller to avoid any fees they may charge for a rejected direct debit.

  For recurring payments: To cancel a recurring payment arrangement with a third-party, you will need to cancel the agreement with the third party directly. For example, if you cancel your streaming subscription, the service provider must stop debiting your Visa card within the timeframe stipulated in the agreement.

  If you need help with direct debits or recurring payments, you can call us on 13 63 73.

BankVic App

• How do I register for internet banking?

  Register for internet banking by calling us on 13 63 73 option 3 (8am-6pm, Monday to Friday).

• Where can I find my member number?

  You can find your member number on your statement or on the welcome email you received when you first joined BankVic. If you can't find it, you can call us on 13 63 73.

• How do I access payments/ transfer options?

  From the home page select 'Pay' at the bottom of the screen.

• How do I make payment?

  To make a payment select 'Pay' at the bottom of the home screen. 
  You can also make a payment by selecting 'Accounts' at the bottom of the home page. Choose the account you wish to make the payment from and then select 'Pay'.

• Is the BankVic app compatible with all devices?

  The BankVic app is compatible with recent model Apple and Android phones but may not be compatible on older devices or software. If you are having difficulty installing the new app, please update your phone software to the latest version. 

  In the event that the phone is not compatible, you can still use Internet Banking from your phone. 

  For tablets, it is recommended that you use Internet Banking, which has recently been improved.

Insurance

• Home & Contents Insurance

  What do I do if I need to make a buildings and/or contents insurance claim?
  Do what you reasonably can to prevent any further loss, damage or liability. Tell the police as soon as reasonably possible about any malicious damage, theft, attempted theft, burglary or loss of insured property. Contact the Claims Call Centre on 13 10 13 and advise the Claims Consultant of what has happened: the Claims Consultant will help you through the home and contents insurance claims process.

  In order to be sure that you are covered under this policy you should always contact Allianz for approval before you incur expenses you wish to claim. If you do not, Allianz will pay for expenses incurred to the amount Allianz would have authorised had you asked Allianz first.

  I have changed the security on my property - do I need to let you know?
  If you are altering the security on your property you should inform us as it may change the conditions of your home insurance. This may affect your premium.

  You must tell Allianz as soon as reasonably possible if, during the period of insurance you remove or stop using any security devices that were specifically required by us. If you don’t provide the information as soon as reasonably possible, Allianz may reduce or refuse a claim in whole or in part under the policy to the extent Allianz are prejudiced by the delay or non-disclosure.
  
  When Allianz receive this information, Allianz may:
  • propose changes to the terms and conditions of your policy
  • charge you a higher premium
  • cancel your policy if there is a change and Allianz can’t reach an agreement with you on altered terms and conditions or premium; or we Allianz no longer prepared to insure you because there has been a material change to the risk
  • decide not to offer to renew your policy.

  I'm about to install a new kitchen and renovate my bathroom - should I notify my insurer?
  You should tell Allianz as soon as reasonably possible if during the period of insurance your building is in the course of construction or there are any alterations, additions, demolition, repairs to, or decorations of the buildings costing more than $75,000. If you don’t provide this information as soon as reasonably possible, Allianz may refuse or reduce a claim under the policy to the extent Allianz are prejudiced by the delay or the non-disclosure.
  
  When Allianz receive this information, Allianz may:
  • propose changes to the terms and conditions of your policy
  • charge you a higher premium
  • cancel your policy if there is a change and Allianz can’t reach an agreement with you on altered terms and conditions or premium; or Allianz are no longer prepared to insure you because there has been a material change to the risk
  • decide not to offer to renew your policy.
  
  It is also important that you increase your sum insured to take into account any extensions or renovations to make sure you are adequately covered in the event of a home insurance claim.

  I have commenced using my home for business purposes - should I notify my insurer?
  You must tell us as soon as reasonably possible if, during the period of insurance you start using any part of your home building for business, trade or professional purposes (except for a home office).
  If you don’t provide this information as soon as reasonably possible, Allianz may refuse or reduce a claim under the policy to the extent Allianz are prejudiced by the delay or the non-disclosure.
  
  When Allianz receive this information, Allianz may:
  • propose changes to the terms and conditions of your policy
  • charge you a higher premium
  • cancel your policy if there is a change and Allianz can’t reach an agreement with you on altered terms and conditions

  What do I do if I rent my home out to tenants?
  If you’re renting all of your home out to tenants, cover is not available under a Home and Contents Insurance policy. Cover is not available for these types of losses under our Home and Contents Insurance. If you rent out part of your home while you live at the same address, please contact us so we can determine if you are eligible for this product. 

  How much will I be covered for?
  It’s up to you to decide the sums insured, and the type and level of cover that you want to take out. People generally want enough insurance to cover the property’s estimated replacement value. If you don’t have enough cover, you could end up having to cover some of the costs yourself.

  Remember, BankVic Home & Contents will only pay up to the amount of your loss or the sum insured, whichever is the lesser - so you should also be careful not to over insure.

  What if I need help choosing the right amount of cover?
  To help you estimate the replacement value of your buildings and/or contents, you can use our Home Buildings and/or Home Contents replacement calculators.

  I run a business from home, can I get cover?
  You must tell Allianz as soon as reasonably possible if, during the period of insurance you start using any part of your home building for business, trade or professional purposes (except for a home office).
  
  If you don’t provide this information as soon as reasonably possible, Allianz may refuse or reduce a claim under the policy to the extent Allianz are prejudiced by the delay or the non-disclosure.
  
  When Allianz receive this information, Allianz may:
  • propose changes to the terms and conditions of your policy
  • charge you a higher premium
  • cancel your policy if there is a change and Allianz can’t reach an agreement with you on altered terms and conditions; or Allianz are no longer prepared to insure you because there has been a material change to the risk.

  Which option do I need to cover my laptop, tablet, mobile phone or smart watch away from home?
  You can cover laptops, tablets, mobile phones, smart watches and other wearable technology away from the home under the portable contents optional cover. These items must be specified on your policy as Listed portable contents to be covered under this option. Allianz will not cover cracked glass or screens where this is the only damage to the item.

  How do I know if I have optional covers on my policy?
  You can apply to add these options to your policy when you start or renew it (or during your period of insurance by contacting BankVic on 13 63 73). If you’re not sure whether you have added these cover options, you can check your policy schedule.

  Will I be covered if my drone is damaged or stolen within my home?
  Drones and other remotely or autonomously piloted aircraft used for personal use are covered if lost or stolen within your property.

• Home Building Insurance

  What do I do if I need to make a buildings insurance claim?
  Do what you reasonably can to prevent any further loss, damage or liability. Tell the police as soon as reasonably possible about any malicious damage, theft, attempted theft, burglary or loss of insured property. Contact the Claims Call Centre on 13 10 13 and advise the Claims Consultant of what has happened: the Claims Consultant will help you through the buildings insurance claims process.

  In order to be sure that you are covered under this policy you should always contact Allianz for approval before you incur expenses you wish to claim. If you do not, Allianz will pay for expenses incurred to the amount Allianz would have authorised had you asked Allianz first.

  What do I do if I rent my home out to tenants?
  If you’re renting all of your home out to tenants, cover is not available under our Home and Contents Insurance policy Cover is not available for these types of losses under our Home and Contents Insurance. If you rent out part of your home while you live at the same address, please contact us so we can determine if you are eligible for this product.

  What does it mean if I take the Accidental Damage cover option?
  This optional cover provides even more protection – it covers you in the event of damage caused by accidental unexpected mishaps that are caused unintentionally not just the specified insured events.

  If you have Buildings cover only and select this option, examples of the sort of mishaps you’ll be covered for include when:

  • You accidentally smash a hole in the wall when you move some furniture.

  • Your kids draw all over your walls.

  I would like cover for my portable contents with my Buildings cover, what are my options?
  The option to include portable contents cover under your policy may only be applied for if you have Contents cover or both Buildings and Contents cover.

  Your policy schedule will show which of the optional covers apply.

  How do I know if I have optional covers on my policy?
  You can apply to add these options to your policy when you start or renew it (or during your period of insurance by contacting BankVic on 13 63 73). If you’re not sure whether you have added these cover options, you can check your policy schedule.

  How should I determine the replacement value of my buildings?
  The replacement value of your buildings is not the same as the market value – you do not need to include the value of the land when calculating the buildings replacement value.

  What is considered ‘unable to be lived in’?
  Your home is unable to be lived in when it is so damaged that normal domestic activities like cooking, sanitation and personal hygiene cannot take place, and you cannot live in the home.

• Contents Insurance

  What do I do if I need to make a contents insurance claim?
  Do what you reasonably can to prevent any further loss, damage or liability. Tell the police as soon as reasonably possible about any malicious damage, theft, attempted theft, burglary or loss of insured property. Contact the Claims Call Centre on 13 10 13 and advise the Claims Consultant of what has happened: the Claims Consultant will help you through the contents insurance claims process.

  In order to be sure that you are covered under this policy you should always contact Allianz for approval before you incur expenses you wish to claim. If you do not, Allianz will pay for expenses incurred to the amount Allianz would have authorised had you asked Allianz first.

  What does it mean if I take the Accidental Damage cover option?
  This optional cover provides even more protection – it covers you in the event of damage caused by unexpected mishaps that are caused unintentionally not just the specified insured events.

  If you have Contents cover and take this option, the sort of mishaps you’ll be covered for include when you spill red wine on the carpet or lounge.

  BankVic Contents Insurance will extend cover for your contents anywhere in Australia for up to 90 continuous days (not just at the insured address).

  I am moving, do I need to have two insurance policies to cover me at both locations?
  We’ll cover your contents for loss or damage caused by an insured event both at your new and old address for up to 14 days after you first start to move. No cover is provided for loss or damage whilst items contents are in transit (unless you have Accidental damage cover).

  Which option do I need to cover my laptop, tablet, mobile phone or smart watch away from home?
  You can cover laptops, tablets, mobile phones, smart watches and other wearable technology away from the home under the portable contents optional cover. These items must be specified on your policy as Listed portable contents to be covered under this option. Allianz will not cover cracked glass or screens where this is the only damage to the item.

  What is considered ‘unable to be lived in’?
  Your home is unable to be lived in when it is so damaged that normal domestic activities like cooking, sanitation and personal hygiene cannot take place, and you cannot live in the home.
  
  How do I know if I have optional covers on my policy?
  You can apply to add these options to your policy when you start or renew it (or during your period of insurance by contacting BankVic on 13 63 73). If you’re not sure whether you have added these cover options, you can check your policy schedule.

• Landlord Insurance

  What do I do if I need to make a landlord insurance claim?
  Do what you reasonably can to prevent further loss, damage or liability. Tell the police as soon as reasonably possible about any malicious damage, theft, attempted theft, burglary or loss of insured property. Contact the Claims Call Centre on 13 10 13 and advise the Claims Consultant of what has happened: the Claims Consultant will help you through the landlord insurance claims process.

  In order to be sure that you are covered under this policy you should always contact Allianz for approval before you incur expenses you wish to claim. If you do not, Allianz will pay for expenses incurred to the amount Allianz would have authorised had you asked Allianz first.

   How do I know if I have optional covers on my policy?
  You can apply to add these options to your policy when you start or renew it (or during your period of insurance by contacting BankVic on 13 63 73. If you’re not sure whether you have added these cover options, you can check your policy schedule.

  Who is Landlord insurance policy designed for?
  This insurance policy has been designed for people who are renting their property out to tenants under a residential rental agreement.

  Contents owned by you (or for which you are legally responsible) and provide for the use of the tenants may also be covered under the policy.

  This policy is not suitable for covering the building or contents of the home you live in. In this regard, Allianz offer a Home and Contents product that has been specifically designed for homeowners or renters.

  For more information on Home and Contents insurance, please visit the product page. 

  How should I determine the replacement value of my buildings?
  The replacement value of your buildings is not the same as the market value – you do not need to include the value of the land when calculating the buildings replacement value.

• Motor Insurance

  How to claim on my Motor Insurance Policy?

  To lodge a car insurance claim

  Online, any time
  A convenient way to lodge a car insurance claim is via the online claim form. You can commence submitting your car insurance claim notification 24 hours a day, 7 days a week.
  All you need to do is complete the online claim form. Once it is lodged, a friendly claims consultant will contact you as soon as possible.

  • Secure form

  • No phone queues

  • Immediate confirmation number for your reference

  Over the phone - 24 hours a day, 7 days a week claims lodgment service

  You can call the claims hotline on 13 10 13 and a consultant will help you commence the claims process.

• For CGU Policyholders

  How do I claim from my existing CGU policy?
  If you need to make a claim on your CGU policy, please call the CGU claims team on 13 24 80 to lodge your claim.

  For any other inquiries on your CGU policy, please call BankVic on 13 63 73.

  .

Credit Cards

• How do I activate my card?

  Whether you are the primary cardholder or additional cardholder you will need to activate your own Visa card. You can activate your Visa credit card through the following channels:

  • BankVic app
  • Internet banking
  • Contact centre 13 63 73. 
• What happens when my card expires?

  If you have been using your card, you will automatically be sent a replacement card to the address that we hold for you, 3-weeks prior to your card’s expiry date. The same PIN applies if you currently have one. If you have not used your card for twelve months, we will seek your consent to replace your card. If you are travelling overseas, make sure your card is not going to expire while you are away and remember to call us to arrange for a replacement well before you leave.

• What to do if your card has been lost or stolen?

  If your card has been lost or stolen, you should immediately report this to us via the BankVic app or by phone. You can use your digital wallet (if activated prior to it being lost or stolen)  to access your money while you wait for your new card to arrive. To report your lost or stolen card/s:

  Via the BankVic App
  Step 1. Login to the BankVic App
  Step 2. Go to Cards
  Step 3. Go to Need help with your card? 
  Step 4. Choose the appropriate option for your card

  By phone call
  During business hours contact us
      Mon to Fri, 8am to 6pm (AEST)
      Within Australia: 13 63 73
      Overseas: +613 9268 9373

  Outside business hours contact Visa
      24-hour Visa Emergency Hotline
      Within Australia: 1800 621 199 (toll free).
      Overseas: +612 9959 7686 or +1 303 967 1090 (collect call)

  If the loss occurred outside business hours and you have contacted Visa, you must confirm the loss, theft or misuse of the card with us as soon as possible. Visa will give you a reference number which you should keep as proof of the date and time of your report.

  Can I access my funds while waiting for the new card?
  Yes, if you have setup your digital wallet prior to the card being reported as lost/stolen, it will still perform as normal while you wait for the physical card to be delivered. 
  
  What happens after I report my card as lost or stolen?

  • Your physical card will be delivered to your registered address within 5 to 7 business days.
    
  • Once you receive the card, you can activate it via the BankVic App or via internet banking.
  • You can update any subscriptions or recurring payments that you’ve used with your new card details.
• How do I dispute a charge?

  If you do dispute or do not recognise a card transaction, you should contact us immediately to report the unauthorised transaction and seek to lodge a chargeback claim by completing a Transaction Dispute form. Please contact our Call Centre on 13 63 73 (8am-6pm, Monday to Friday). If overseas, call +613 9268 9373.
  
  It is important that you notify us immediately of unauthorised transactions as delays may affect our ability to claim a chargeback on your behalf. We recommend you read the card's conditions of use regarding liability and chargebacks found in Forms & Documents section.

  Transaction Dispute Form
• How do I make a balance transfer?

  You can transfer your existing credit card balance to our Visa credit card by completing the Balance Transfer Request section on the credit card application form under Forms & Documents in the FAQ section. Or if you already have our Visa credit card, complete the Visa Credit Card Additional Cardholder / Balance Transfer Request form (PDF).

• How do I request a change to my credit card limit?

  If you wish to change the limit of your existing credit card, first read our Visa credit card conditions of use (PDF) and then submit your request in one of the following ways:
  
  Download the Credit limit decrease/ cancellation request (PDF) and return the completed form by email to loans@bankvic.com.au or post to BankVic, Reply Paid 90210, Melbourne VIC 8060.
  
  We will send you written confirmation of the change to your credit limit.
  
  

• How do I add or remove an additional cardholder?

  As a credit card holder, you can apply to have an additional card issued to someone else, who must be over the age of 15.  Remember that you will be liable for all the transactions that this person carries out.   You are always free to cancel an additional card by giving us written notice.
  
  If you wish to have an additional cardholder for your Visa credit card, first read our Visa credit card conditions of use (PDF).  
  
  Download the Additional cardholder / Balance transfer request form (PDF) and return the completed form by email to loans@bankvic.com.au or post to BankVic, Reply Paid 90210, Melbourne VIC 8060.

   

• How do I close my credit card account?

  Providing the balance is paid in full, you may cancel your card at any time by sending a written request to loans@bankvic.com.au or BankVic, Reply Paid 90210, Melbourne VIC 8060

• How is interest charged on cash advances?

  If you make a cash withdrawal (Visa cash advance) as well as purchases in the next statement, you are charged interest on the cash advance component only. Interest charges on cash advances and purchases are itemised separately at the end of your statement. Your payments will be directed to the cash advance first.

• How does the interest free period apply to purchases made late in the statement period?

  Your interest free period is reduced for purchases you make closer to the end of the statement cycle.

• What is the maximum Visa Gold Cash Back Rewards dollars I can accrue?

  Rewards are capped to a value of AUD$5,000 spent each statement period (or up to AUD$60,000 per annum)

• When do I receive my Visa Gold Cash Back Rewards?

  Your Cash Back Rewards dollars are automatically credited to your Visa Gold credit card account on 1 December. Rewards accrued after 15 November each year will be included in the next year's reward (period between 16 November and 15 November).
  
  Note: Cash Back Rewards are automatically credited to your credit card accounts on 1 December each year. Rewards accrued after 15 November each year tally towards the next year's reward.

• How do I accrue Visa Gold Credit Card Cash Back Rewards?

  You will earn $1 for every $250 spent using your Visa Gold credit card. Cash Back Rewards are subject to credit purchases using Paywave or PIN at the point of sale, BPAY payments, or purchases over the telephone or online. Cash advances do not accumulate Cash Back Rewards.

• What happens to my Cash Back Reward dollars if I close my Visa Gold credit card account?

  Your Cash Back Rewards are not transferable. If you close your accounts before the rewards are credited on 1 December, your rewards dollars are forfeited.

• If I have an additional cardholder, do they receive individual Cash Back Reward dollars?

  Cash Back Rewards are accrued by all cardholders but as the rewards are credited to the account, only the account holder receives the reward.

• Is the Cash Back Rewards program available on both Visa Silver and Visa Gold Credit Cards?

  No. The Cash Back Rewards program is only available with the Visa Gold credit card.

• Who can apply for a BankVic Qantas Visa card?

  For Police Association of Victoria or Victorian Ambulance Union members who are also BankVic members

• How do I link my BankVic Qantas Visa card to my Qantas Frequent Flyer membership?

  When you apply for a BankVic Qantas Visa credit card, simply include your Qantas Frequent Flyer membership details on the Credit Card Application. You can let us know later by calling us on 13 63 73 however the sooner you provide the number the sooner you will see your points accruing.   

• Is there a joining fee to become a member of the Qantas Frequent Flyer program?

  A joining fee usually applies. However, BankVic has arranged for this fee to be complimentary with the new BankVic Qantas Visa Credit Card.

• How do I earn points using my Qantas Visa card?

  You will receive 1 Qantas Frequent Flyer (QFF) point for every $2 spent on eligible purchases.

• When are points transferred to my Qantas Frequent Flyer account?

  Qantas Points earned in a statement cycle are transferred to the nominated Qantas Frequent Flyer account after the end of that statement cycle within 15 days.

• How can I check my points balance?

  The total points earned in each statement cycle will be displayed on your monthly Qantas Visa card statement. You can enquire about the points on your current statement by calling BankVic on 13 63 73.
  
  Qantas Frequent Flyer points balances can be checked at qantas.com/frequentflyer

• How do I redeem my points?

  To redeem Qantas Points, visit qantas.com/frequentflyer or call 13 11 31 for further information.

Home Loans

• What are the costs of buying a property?

  You may need to cover the cost of a conveyancer or solicitor, stamp duty, transfer of land registration, mortgage registration, establishment fees & adjustments at settlement

• Can I include purchase costs or other items in my loan amount?

  Your loan amount is based on the available equity in the property. You can borrow up to 90% of the property’s value (up to 95% with LMI) to cover any costs required to complete settlement.

• Can I use a gift as my deposit for a home loan?

  Gifts can be used as a deposit, however, will need to be confirmed as a non-repayable gift & held for a minimum of 3 months to be considered genuine savings.

• Why is there an establishment fee?

  Property valuations & loan mortgage documentation are completed by our third-party providers. Establishment fees covers the cost of these services.

• What is Loan Valuation Ratio (LVR)?

  LVR is a commonly used acronym in the mortgage and property industry. LVR stands for Loan to Value Ratio. It is the percentage of money you borrow for a home loan compared to the value of the property. It is used to assess your risk factor as a borrower; lenders will calculate your LVR before deciding whether or to approve you for a home loan.

• What is Lenders Mortgage Insurance (LMI)?

  Lenders Mortgage Insurance (LMI) usually applies to borrowers who are taking out loans for more than 80% of the value of a property. As its name suggests, LMI covers the lender if you’re unable to pay back your home loan.

• Do First Home Buyers pay stamp duty?

  First home buyers are exempt from stamp duty up to a purchase of $600k, with concessions available up to $750k.

• How does Redraw work?

  If you have a home loan with a redraw facility and make extra payments toward your home loan above the minimum amount required, you can redraw all or any part of those extra payments.  The minimum amount you can redraw is $50.

  You can redraw all or any part of available funds provided:

  • you have not defaulted under your loan contract
  • the value of the mortgaged property has not reduced

  When is Redraw not available?

  • Redraw is not available on BankVic Fixed Rate home loans. Any additional repayments made during the fixed rate period will become available to redraw once the fixed rate period ends.
  • If you have a construction loan, redraw is not available during the construction period.
  • If you have chosen to make Interest Only repayments on your loan.
  • When we have received an application from you to increase or rewrite your loan.
• What does a conveyancer/solicitor do for the purchaser?

  A solicitor or conveyancer takes care of the property transfer, liaising with the vendors legal representative & the purchaser's bank.

• Can I split my home loan between variable and fixed rate interest?

  Split loans are only available with one of our Home Loan Package products.

• What is a construction loan and how do they work?

  Construction loans provide access to money in stages to support building or renovating a property

  Money is gradually released to pay for completed work
  A construction loan provides money for each stage of the build, often referred to as progress payments.

  Step 1: 5% deposit payable to cover land assessment & contract preparation

  Step 2: Construction funding drawdown:

  • Base 10%
  • Frame 15%
  • Lock-up 35%
  • Fixing 25%
  • Completion 10%

  Step 3: Final inspection and invoice

  "Interest Only" construction loans means you pay only the interest on the released loan amount

  Rather than make repayments on the full home loan, construction loans provide an interest only term that covers the six stagesof the build period. Whilst these are generally between 6-12 months, we will allow up to 24 to cater for unforeseen delaysDuring the build period, repayments only cover the interest on the money released to cover the work. This can leave more money to put towards unexpected costs or rent while the home is being built.

  An Interest Only construction loan will 'revert' to Principle and Interest repayments once the build is finished

  Once the build has been completed, repayments on your loan revert from interest only to paying off the principle and interest on your home loan.
• Can I apply for an interest only home loan?

  An Interest Only loan term is only available to Investors.

• What are adjustments at settlement?

  Adjustments at settlement include payment of council rates, water rates, owners corporation fees, etc. for the remainder of the current period.

• When do I pay the government costs associated with buying a property?

  Government costs are paid as part of the settlement of the property.

• Why have BankVic increased home loan interest rates?

  When the Reserve Bank of Australia (RBA) increases its official cash rate, the cost of the funds we lend to homebuyers rises. As a member-owned Bank, we are committed to keeping our interest rates competitive for all our members.

• Will the interest rate on my Introductory Rate home loan increase?

  Introductory rate loans are variable rate loans.  As a variable rate loan, the interest rate on these loans may change.   Upon expiry of the introductory variable rate period, the interest rate will revert to our Variable rate, applicable at that time.

• How will this impact my repayments? What do I need to do?

  You will need to adjust your repayments if:

  • Your future payments are set at less than the new minimum repayment amount. You can update your payment using internet banking or our mobile app by selecting the 'payments' option or by calling us on 13 63 73.

  You will not need to adjust your repayments if:

  • You have a future payment set up that shows the amount REPAY. 
  • Your current repayment amount is greater than your new minimum repayment amount. Your repayments will remain the same unless you ask us to increase them.
  • There is no change to your minimum repayment amount.

  In all circumstances, you will need to make sure the account we draw funds from has sufficient funds to meet the new minimum repayment amount.

• What options are available to me to help manage my repayments?

  We know that the thought of interest rates increasing isn’t something you’ve needed to think about for a while, but there are things you can do to be proactive in how you manage your home loan: 

  • Consider extending the period of your home loan. This can lower the monthly repayments but be aware it will increase the total amount of interest you pay in the long term 
  • If you are concerned about future variable rate increases, you could consider moving all or part of your loan to a fixed rate 

  If you want to talk to someone to find out options are available to meet your specific situation and needs, call us on 13 63 73 or email us at info@bankvic.com.au.

  Please note though, that any changes to your BankVic home loan will be subject to the terms of our Credit Guide, Fees & Charges and Terms & Conditions. When assessing your home loan options, please refer to the home loan product Target Market Determinations on our website to better understand whether a product meets your needs.

• Will there be any change to my fixed rate loan?

  No. Fixed rate loans only change interest rate at the end of the fixed rate period.

• Will interest rates rise again?

  We don’t know when or if interest rates will rise again, or by how much. The RBA influences home loan interest rates through adjustments to its overnight cash rate. We find out what these are when they are announced publicly by the RBA. 

   The RBA has made comments publicly that suggest interest rates may increase further in the future.

• I have a home loan application underway now – what rate will apply to my loan?

  The interest rate applicable to your home loan will be our effective rate at the time that your contract is created and will be subject to any future changes to variable interest rates.

• My conditional approval has expired – what happens to my application?

  If your conditional approval expires, your loan application will need to be re-assessed and will need to take the higher interest rate into account.

• I’m worried I can’t meet my new monthly repayments – what can I do?

  Talk to us. Our bankers are experts in home loans and can help you work through whether your home loan is still meeting your needs. If you are experiencing financial hardship, there are other ways we can help – just call us on 13 63 73.

Open Banking

• What is PayTo?

  PayTo is the new way to make fast, easy and secure payments straight from your bank account. Real-time payments can be seen or paused from your internet banking, giving you more visibility and control over your money. It’s an alternative to the current direct debit system.  

• Who offers PayTo?

  Merchants will offer PayTo as an alternative payment method for direct debit for products and services such as subscriptions, online or in-app purchases. 

• Is PayTo a replacement for direct debit?

  PayTo may be used as a digital and more modern alternative to the current direct debit system. Some merchants and businesses will move their direct debits to PayTo to give you a better customer experience, with more visibility and control over your payments.

• Is PayTo available via the BankVic app?

  Currently, PayTo will only be available via Internet Banking

• Where can I manage my PayTo agreements?

  You can view and manage your PayTo agreements in your Internet Banking. 
• Can I change my PayTo agreements?

  You can pause or stop your PayTo agreements, or even change the linked bank account, via Internet Banking. For changes to the payment amount or frequency, the business or merchant will need to make the change. They will then send you an updated PayTo agreement for reauthorisation. 

• What details do I need to provide to set up a PayTo agreement?

  To set up a PayTo agreement, you will need to provide the merchant or payment initiator with your PAYID or BSB and account number

Security & Fraud

• How can I protect myself against scams?

  At BankVic, we take online security seriously. We’ve created the BankSafe with BankVic hub as your go-to resource for staying informed about the latest scams, fraud prevention techniques, and best practices to protect your hard-earned money. 

  If you ever have any concerns about security, don’t hesitate to get in touch.  If you think your account may have been compromised, call us straight away on 13 63 73.

• Disputed transactions

  What should I do if I want to dispute or don't recognise a transaction on my Visa card?

  Call us on 13 63 73 between 8am-6pm, Monday to Friday, and let us know. If you are overseas, you can call us on +613 9268 9373. You should also contact the merchant to cancel the transaction. You will then need to complete a transaction dispute form and email it back to us.

  How long do I have to dispute a transaction?

  You should notify us as soon as you see a suspicious transaction on your account because this will enable us to stop your card and issue you with a new one.

  Under Visa’s chargeback rules we have between 75 and 120 days to seek reimbursement on your behalf. For disputed transactions outside this timeframe we are still obliged to investigate the claim and apply the liability provisions we are bound by under the ePayments code.

  What is a chargeback and how do they work?

  A chargeback is a right we exercise on your behalf as a debit or credit card holder, which in some cases allows us to recover monies previously paid to a merchant. It works like a refund – a request to reverse a transaction on your account on your behalf. Once lodged, the merchant has 30 days to either return the funds or dispute the chargeback. If they provide sufficient evidence the transaction was legitimate, they can decline the chargeback. Its important to note that the funds must have been charged and cannot be ‘pending’ for a chargeback to be lodged, so you may have to wait a few days before we can lodge the claim on your behalf.

  What are the most common reasons for chargebacks?

  The most common reasons for chargebacks are:

  • Fraudulent transactions where the card isn’t present – such as purchases made online
  • Not as described or defective merchandise – where the merchant refuses to replace defective goods or goods that aren’t as described
  • Cancellation of recurring transactions – where the merchant continues to charge you despite your request to cancel
  • Non-receipt of goods or services – where the goods or services are never provided
  • Duplicate processing – where the merchant processes a single transaction more than once to your account

  How long will it take for a chargeback to return my funds?

  When there is reason to believe clear fraud has taken place, we’ll credit your account straight away and then seek the chargeback on your behalf.

  In other types of disputes we’ll credit your account once the funds have been received from the merchant which could take up to 30 days. If the merchant disputes the claim though, it could take up to 12 months depending on the nature of the dispute.

  How are chargebacks handled? Who’s involved?

  Chargebacks are subject to Visa International's rules. Disputes about chargebacks will be handled within our complaints handling procedure and ePayments Code. BankVic is also a member of the Australian Financial Complaints Authority, an independent external dispute service who you may contact if you are not satisfied that we have handled your complaint appropriately.

  Can I stop a pending transaction?

  No. Only the merchant can cancel a transaction and stop funds from being deducted from your account, which is why it’s very important that you contact both the merchant and BankVic as soon as you notice an unfamiliar transaction on your account. Once the transaction is no longer pending, we can help you dispute the transaction by submitting a chargeback on your behalf to recover the funds.

  How do I identify fraudulent or unauthorised transactions?

  You should review your transaction statements as soon as you receive them to check that you recognise all the transactions, because fraudulent or unauthorised transactions can occur without you knowing. You should contact us as soon as possible if you find an unfamiliar transaction.

  Some merchants can take several weeks to process transactions and some merchants operate under a different name to their brand name. When you see transactions you don’t recognise, try searching for the merchant listed online or check with family members that have access to the account. If you’re still concerned though, contact us.  

  BankVic also has systems for detecting fraudulent account activity. You may be contacted by our Fraud Team if we identify unusual activity on your card.

  What else can I do to avoid disputed transactions?

  There are a few things you can do to minimise the chance you’ll have to deal with a disputed transaction:

  • Make sure you understand the terms and conditions for things you purchase on the internet
  • Avoid buying products online if you have any uncertainty about its quality or price. A poor description by a merchant (particularly a disreputable one) may actually be seen by Visa as a lack of evidence of misrepresentation or insufficient evidence of fraud.

PayTo

• What is PayTo?

  PayTo is the new way to make fast, easy and secure payments straight from your bank account. Real-time payments can be seen or paused from your internet banking, giving you more visibility and control over your money. It’s an alternative to the current direct debit system.  

• Who offers PayTo?

  Merchants will offer PayTo as an alternative payment method for direct debit for products and services such as subscriptions, online or in-app purchases. 

• Is PayTo a replacement for direct debit?

  PayTo may be used as a digital and more modern alternative to the current direct debit system. Some merchants and businesses will move their direct debits to PayTo to give you a better customer experience, with more visibility and control over your payments.

• Is PayTo available via the BankVic app?

  Currently, PayTo will only be available via Internet Banking

• Where can I manage my PayTo agreements?

  You can view and manage your PayTo agreements in your Internet Banking. 
• Can I change my PayTo agreements?

  You can pause or stop your PayTo agreements, or even change the linked bank account, via Internet Banking. For changes to the payment amount or frequency, the business or merchant will need to make the change. They will then send you an updated PayTo agreement for reauthorisation. 

• What details do I need to provide to set up a PayTo agreement?

  To set up a PayTo agreement, you will need to provide the merchant or payment initiator with your PAYID or BSB and account number

• What should I look for when reviewing a PayTo agreement?

  A PayTo agreement contains important details about how much, and when, you have agreed to be debited for goods or services. It could be for a one-off, ad-hoc, or recurring payment. 

• How much does it cost to use PayTo?

  BankVic won’t charge you to use PayTo, however we have no control over what fees the merchant may apply.

• What should I do if I don't recognise a PayTo transaction that has appeared on my account?

  If you are unsure about the amount or frequency of the PayTo debit, please reach out to the merchant that you have the agreement with.

• Can an existing direct debit be moved over to PayTo?

  Yes – but only the merchant can initiate this. If you have an existing direct debit arrangement with a merchant,they may choose to create a Payment Agreement to process future payments via PayTo. 

• Can a PayTo agreement be transferred over to another financial institution?

  If you want to change a Payment Agreement to an account with another bank, you must contact the Merchant to create a new Payment Agreement with the new account details. 

• Is PayTo safe?

  You are the only person who can pre-authorise PayTo payments from your bank account. This process is just as safe as other payments and transfers from bank accounts.

• Could PayTo be a target for fraud?

  PayTo Agreements are authorised via your Internet Banking account.  As with all payment methods, you should be alert to scams and not provide your Internet Banking log in and password details to anyone.

  When authorising a PayTo Agreement, you are provided with the relevant payment terms by the Merchant, so they will be aware of what they are authorising. Without your authorisation of the PayTo agreement, the merchant or business cannot debit your account. 

• What do I need to do if my direct debit is moving to a PayTo agreement?

  If you have a direct debit arrangement that is moving to PayTo, you don’t need to do anything. This is the process you can expect:

  • You will receive advice from the business or merchant that they intended move to PayTo.
  • Once the ‘direct debit request’ has been moved to a ‘PayTo agreement’, you will then be able to see and control it in your Internet Banking
  • The PayTo agreement doesn’t need to be re-approved as you have already authorised the existing direct debit request with the business or merchant
  • Finally, once the PayTo agreement is in your Internet Banking, the merchant will allow 5 days before debiting your account. 
• Do I have to move to a PayTo agreement?

  No. The business or merchant will give you 14 days’ advance notice.

  During this notice period, you may choose to opt out and remain on the current direct debit system. You will need to contact the merchant to confirm this request.
• What if I don't receive the expected PayTo agreement?

  You will need to check that you have provided the merchant or business with your correct PayID, or BSB and account number. If it is correct, and is still not appearing in your internet banking, you should contact the merchant or business. 
• What do I do if I think my PayTo agreement is fraudulent?

  If you suspect that your account has been used fraudulently, please contact the merchant or business to let them know. If they are not able to assist, you can call our team on 13 63 73.

  If payment was taken outside of the terms of your PayTo agreement, you should contact the merchant or business to allow them to rectify it. 

  It’s also worth checking whether your merchant uses a different formal business name in the PayTo agreement than the trading name you are familiar with. 

DOWNLOADABLE RESOURCES

Forms & Documents

• BankVic membership
  Membership and account opening online formMembership 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 112.63 KBDOWNLOADName Disclosure Form PDF 169.12 KBDOWNLOADShareholder membership PDF 153.26 KBDOWNLOADCertificationDOWNLOAD
• Home & Personal Loans
  Home & Investment Loans Application FormDOWNLOADPersonal Loan 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 Deposit Book 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 Loan Application FormDOWNLOADVisa credit card limit increaseDOWNLOADVisa 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 171.15 KBDOWNLOADBankVic Credit Cards, Conditions of UseDOWNLOADQantas Rewards Terms & Conditions 71.85 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 Income Protection 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 200.68 KBDOWNLOADLow Rate Visa TMD 204.21 KBDOWNLOADGold Visa TMD DOWNLOADQantas Visa TMD 209.50 KBDOWNLOADPersonal Loan TMD DOWNLOADCar Loan TMD 197.92 KBDOWNLOADLittle Copper Club Account TMD 199.52 KBDOWNLOADEasyInvest TMD 219.32 KBDOWNLOADBonus Saver TMD 206.89 KBDOWNLOADPension Plus TMD 197.82 KBDOWNLOADSMSF Saver TMD 197.01 KBDOWNLOADTerm Deposit TMD 241.00 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 5DOWNLOAD
• 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