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Alerts

Here’s where we post the latest information on security and maintenance – including planned outages, scams and other need-to-knows.

A man and a woman look at a phone while leaning on a pallet. The woman is holding a roll of tape

Current alerts

26/04/2024 - Changes to cryptocurrency payments from 27 May 2024

In recent years there has been a growing interest in cryptocurrencies. We’ve also seen more customers losing funds from cryptocurrency exchange scams. These scams take various forms, but one common tactic involves deceiving customers who believe they are investing in non-crypto assets. Instead, scammers divert their funds to cryptocurrency exchanges.

Due to the increased risk to customers, we’re implementing measure to help reduce the frequency of these types of scams and fraud.

We may limit transfers from a customer across all Bank Australia accounts to what we determine to be cryptocurrency exchanges or for cryptocurrency purposes to a maximum of $10,000 per calendar month. These limits will come into effect from 27 May 2024. This does not impact your ability to deposit withdrawals from cryptocurrency exchanges to your Bank Australia accounts.

Learn more.

26/04/2024 - Changes to Bonus Saver interest tiers from 1 June 2024

On 1 June 2024, we will be introducing an additional interest tier to the Bonus Saver. This tier will apply to balances between $0.01 - $100,000.00. The second tier will then apply to balances between $100,000.01 - $250,000.00. The last two tiers will be combined and the last tier will apply to balances from $500,000 plus. These changes will automatically apply to the Bonus Saver account on 1 June 2024.

23/02/2024 - Lithuanian Co-Op Credit Society ‘Talka’ Limited customers to join Bank Australia from 1 April 2024

From 1 April 2024 we will be welcoming Lithuanian Co-Operative Credit Society ‘Talka’ Limited customers to Bank Australia.

Talka is a small credit union serving around 2,000 members from the Australian-Lithuanian community with approximately $20 million in assets.

The current market environment is becoming increasingly difficult for smaller credit unions and mutual banks, and the level of regulatory compliance is increasing incomplexity. Due to these circumstances, Talka has sought a suitable partner to offer greater security to its members. The transfer of business has been approved by the Australian Prudential Regulation Authority (APRA) and does not require a member vote.

Learn more.

22/12/2023 - iOS device payment transfer issue

Due to a recent iOS change, we’re aware some customers are experiencing a number formatting issue to their transfer amount which is visible before transferring on their iOS device.

Customers may experience changes to the amount when transferring between accounts, paying others or via BPAY® their iOS device. For example, paying $12.34 may be updated to $1234.00. Customers can resolve the issue by ensuring their device settings and number format is up to date at:

iOS settings > General > Language & Region > Number Format> Changing the format to 1,234,567.89.

We ask customers to look closely at their payments prior to submitting or make payments by internet banking if required. We’re working to fix the issue and apologise for any inconvenience this has caused.

Previous alerts

27/05/2024 - app outage

We are currently investigating reports of issues using our app. We are looking into this urgently and apologise for any inconvenience caused.

27/05/2024 - 5.30pm AEST- resolved.

Digital maintenance Sunday 5 May 2024, 12AM - 7AM AEST

We will be undertaking important maintenance to our digital banking services.

During this period, customers will experience disruptions affecting:

  1. Internet banking
  2. App
  3. Customer onboarding
  4. Lending applications

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here between 8am and 8pm AEST Monday-Friday and 9am and 2pm on Saturday.

Digital maintenance Saturday 27 April 2024, 1:30AM - 4:30AM AEST

We will be undertaking important maintenance to our digital banking services.

During this period, customers will experience disruptions affecting:

  1. Internet banking
  2. App
  3. Customer onboarding
  4. Lending applications

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here between 8am and 8pm AEST Monday-Friday and 9am and 2pm on Saturday.

23/04/2024 - Public Holiday Branch Closures

Our branches and our contact centre will be closed for the Thursday 25th April 2024 public holiday.

Give us a call on 132 888 if you need any help. We're here 'til 8pm AEST today and 8am-8pm tomorrow.

Alert: Planned maintenance Sunday 21 April 2024, 12:30AM - 7:30AM AEST

We will be undertaking important maintenance to our digital banking services.

During this period, customers will experience disruptions affecting:

  1. Internet banking
  2. App
  3. Customer onboarding
  4. Lending applications

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here between 8am and 8pm AEST Monday-Friday and 9am and 2pm on Saturday.

28/03/2024 - Public Holiday Branch Closures

Our branches and our contact centre will be closed from Friday 29th March 2024 to Monday 1st April 2024, reopening Tuesday 2nd April 2024.

Give us a call on 132 888 if you need any help. We're here 'til 8pm AEDT Wednesday and Thursday.

Alert: Planned maintenance Sunday 17 March 2024, 2:30AM - 8:30AM AEDT

We will be undertaking important maintenance to our digital banking services.

During this period, customers will experience disruptions affecting:

  1. Internet banking
  2. App
  3. Phone banking
  4. Customer onboarding
  5. Lending applications

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here between 8am and 8pm AEDT Monday-Friday and 9am and 2pm on Saturday.

29/02/2024 - Changes affecting open banking services - Tuesday 5 March 10:30am and 12:30pm

We will be making updates to our open banking services. During this period, customers might experience issues creating new sharing arrangements. Call us on 132 888 for any questions, we're here between 8am and 8pm AEDT Monday-Friday and 9am and 2pm on Saturday.

15/02/2024 - Issue resolved (Issues with internet banking performance, app performance and Osko payments)

Update - 8.50am - AEDT 20 February: We’re investigating continued delays with some transfers as a result of the system performance issues experienced last week. We thank affected customers for their patience and we're working to finalise all payments as soon as possible.

Update - 8:37pm AEDT 15 February: Issue resolved.

The issue affecting app and internet banking performance has now been fixed and Osko services are progressively returning to normal.
Thanks for your patience today as we've worked to resolve this issue with our technology partner. We're so sorry for the inconvenience and frustration this has caused.

Our contact centre is open from 8am to 8pm AEDT tomorrow on 132 888 to help customers with any transfers that may have been affected over the past 24 hours.


Update - 3.00pm AEDT 15 February: We are continuing to investigate issues with our app and internet banking performance. We’re sorry for the delay and thanks for your patience while we work to fix the problem.


12:00pm AEDT 15 February:
We’re currently investigating an issue with app and internet banking performance. Customers may experience slow access to app and internet banking. Osko payments are also currently offline. We’re working to restore services as soon as possible and are sorry for the inconvenience.

As we continue to investigate issues with our app and internet banking performance, some customers may see successful payments highlighted as failed and payments take longer to arrive at their destination. We ask customers to look closely at their accounts prior to resubmitting payment to avoid duplicates. We’re sorry for the inconvenience and thanks for your patience while we work to fix the problem.

4/02/2024 - Extended contact centre wait times

We are currently investigating intermittent power and internet issues at our contact centre affecting customer wait times. We're sorry for any inconvenience and will keep you updated with developments.

Alert: Planned maintenance Sunday 11 February 2024, 12:30AM - 7:00AM AEDT

We will be undertaking important maintenance to our digital banking services.

During this period, customers will experience disruptions affecting:

  1. Internet banking
  2. App
  3. Phone banking
  4. Customer onboarding
  5. Lending applications

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here between 8am and 8pm AEDT Monday-Friday and 9am and 2pm on Saturday.

Alert: Planned maintenance Friday 12 January, 12.30am-3:30am AEDT.

We will be undertaking important maintenance to our digital banking services. During this period, customers might experience some intermittent issues accessing:

  • Internet banking
  • App
  • Customer onboarding
  • Loan applications

Card transactions and ATM withdrawals will be unaffected during the maintenance window. We'll reach out if we experience any delays restoring our services.Call us on 132 888 for any questions, we're here until 8pm AEDT or between 8am and 8pm AEDT tomorrow.

End of year hours

Our branches and contact centre will be closed for the Monday 1st January 2024 public holiday.

Give us a call on 132 888 if you need any help. We're here 'til 8pm AEDT Friday, and available Saturday 30 December between 9am - 2pm.

Holiday season closures

Our branches and contact centre will be closed for the Monday 25th December and Tuesday 26th December 2023 public holidays.

Give us a call on 132 888 if you need any help. We're here 'til 8pm AEDT Friday, and available Saturday 9am - 2pm.

8/12/2023 - Unsupported iOS login

We’re aware some customers are experiencing difficulties accessing internet banking via internet browsers from unsupported iOS or MAC devices. We encourage customers to update their device to the most recently available software to ensure we can provide the best and most secure banking experience. If you have any questions, please contact us on 132 888.

7/12/2023 - Invalid digital banking payments

We’re aware of an issue causing payment errors for customers using app and internet banking. To ensure successful payments, customers can retry by removing any full stops in the payment description, reference or payee fields. We’re working to fix the issue and apologise for any inconvenience this has caused.

Alert: Planned maintenance - Sunday 3 December 2023, 2:30AM - 9:30AM AEDT

We will be undertaking important maintenance to our digital banking services.

During this period, customers will experience disruptions affecting:

  • Internet banking
  • App
  • Phone banking
  • Customer onboarding
  • Lending applications

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here until 8pm AEDT Thursday or between 8am and 8pm AEDT Friday.

Alert: Planned maintenance - Sunday 5 November 2023, 1:00AM - 7:30AM AEDT.

We will be undertaking important maintenance to our digital banking services.

During this period, customers might experience some intermittent disruptions affecting:

  • Internet Banking
  • Phone Banking
  • ATM/EFTPOS
  • Osko payments
  • Card payment processing
  • Customer onboarding
  • Lending applications

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here until 8pm AEDT or between 8am and 8pm AEDT Thursday and Friday.

Alert: Planned maintenance - Sunday 22 October 2023, 12:30AM - 7:30AM AEDT.

We will be undertaking important maintenance to our digital banking services.

During this period, customers might experience some intermittent disruptions affecting:

  • Internet Banking
  • Phone Banking
  • ATM/EFTPOS
  • Osko payments
  • Card payment processing
  • Customer onboarding
  • Lending applications

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here until 8pm AEDT or between 8am and 8pm AEDT Thursday and Friday.


Alert: Planned maintenance - Sunday 15 October 2023, 12:30AM - 5:30AM AEDT.

We will be undertaking important maintenance to our digital banking services.

During this period, customers might experience some intermittent disruptions affecting:

  • Internet Banking
  • Phone Banking
  • Our App
  • ATM/EFTPOS
  • Osko payments
  • Card payment processing

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here until 8pm AEDT or between 8am and 8pm AEDT Friday.

Alert: Planned maintenance Sunday 8 October 2023, 1.30AM - 3.00AM AEDT.

We will be undertaking important maintenance to our digital banking services. During this period, intermittent disruptions might affect internet banking, our app, Osko payments and card payment processing. If you have any questions or need a hand, please call us on 132 888, we're here from 8.00am - 8.00pm Monday - Friday, and from 9.00am - 2.00pm Saturday.

Important information about our Adelaide branch:

After careful consideration we’ve made the difficult decision to permanently close the Bank Australia Adelaide at 102 Gawler Place, Adelaide SA 5000. The final day of operation of the branch will be 15th September 2023. Learn more.

If you have any questions about this decision or need help with your banking, please visit your branch, email us at branchfeedback@bankaust.com.au, or call us on 132 888 from 8am-8pm Monday to Friday and 9am-2pm Saturday AEST.

Alert: Planned maintenance Thursday 3rd August, 2:00am-6:00am AEST.

We will be undertaking important maintenance to our digital banking services. During this period, customers might experience some intermittent issues accessing:

  • Osko payments
  • Card management
  • Card payment processing

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here until 8pm AEST or between 8am and 8pm AEST tomorrow.

Alert: Planned maintenance Wednesday 2nd August, 1am-2:30am AEST.

We will be undertaking important maintenance to our digital banking services. During this period, customers might experience some intermittent issues accessing:

  • Internet banking
  • App
  • Phone banking
  • Customer onboarding
  • Loan applications

Card transactions and ATM withdrawals will be unaffected during the maintenance window. We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here until 8pm AEST or between 8am and 8pm AEST tomorrow.

Alert: Important information about our ATMs:

Please be advised that we will be removing ATMs in our branches across Melbourne CBD, Fitzroy, Bendigo and Kew.

Why are we doing this?

We review the viability of our services on an ongoing basis with a focus on providing the best customer experience we can. Due to declining usage we have decided to remove the Melbourne CBD, Kew, Fitzroy and Bendigo ATMs.It’s important to us that we’re using our customer’s funds in the most responsible and sustainable way, including to invest in services and systems that will continue to support the way people want to bank now and into the future.

When will the ATMs be removed?

  • Kew – Wednesday 5 July
  • Fitzroy – Tuesday 18 July
  • Melbourne – Thursday 20 July
  • Bendigo - Thursday 20 July

Can I still use other ATMs fee free?

We will continue to provide access to fee-free withdrawals at ATMs operated by the four major banks.
You can continue banking with us via our self-serve banking options: telephone banking, internet banking Bank Australia app (get it on the App Store and Google Play).
Our branch staff will continue to operate as normal and are available to provide support for any services you require. For branch services and opening hours please visit https://bankaust.com.au/support/branches

If you have any questions about this decision or need assistance please call us, we're here from 8.00am - 8.00pm Monday - Friday, and 9.00am - 2,00pm Saturday.

Alert: planned maintenance - Tuesday 11th July 2023, 1:00am – 2.30am AEST:

Tuesday 12 July 2023, 9:00am AEST:

We've completed our planned maintenance and all systems are back online. Thanks for your patience while we completed this important maintenance to our systems.

We will be undertaking important maintenance to our digital banking services. During this period customers might experience intermittent issues accessing Internet Banking, our app, phone banking, customer onboarding and loan applications. Card transactions and ATM withdrawals will be unaffected during the maintenance window. We'll reach out if we experience any delays restoring our services.

Call us on 132 888 for any questions, we're here until 8pm AEST or between 9am and 2pm AEST tomorrow.

Alert: contact centre wait times; 3 July 10.30am AEST:

Recently our customers have been experiencing unusually long waiting times when calling our contact centre. We sincerely apologise for this inconvenience and will advise as wait times have returned to normal.

Our digital services:
Don't forget, you can do your everyday banking online via our digital services:

Here you can check your balances, view statements and transactions, pay bills and other people, activate cards and more. If you have questions, you might find your answer on our support hub. Thank you for your patience and understanding while we work to solve these issues.

Alert: Issues with opening accounts online

Thursday 15 June 2023 11:30am AEST:

We're aware of and currently investigating an issue meaning customers are currently unable to open accounts online. We apologise for the inconvenience and will provide an update as soon as this is resolved.

Update Thursday 15 June 2023 5:25pm AEST:

This issue has now been resolved, customers are now able to open accounts online again. If you are still experiencing any issues, call us on 132 888 from 8am-8pm Monday to Friday and 9am-2pm Saturday AEST.

Alert: planned maintenance: Sunday 11th June 2023, 2:30am – 8.30am AEST

Sunday 11th June 2023, 8:50am AEST:

We've completed our planned maintenance and all systems are back online. Thanks for your patience while we completed this important maintenance to our systems.

Thursday 8 June 2023, 12:30pm AEST:

We will be undertaking important maintenance to our digital banking services. During this period the following will be offline; Internet Banking, our app, phone banking, customer onboarding and loan applications. Card transactions and ATM withdrawals will be unaffected during the maintenance window. We'll reach out if we experience any delays restoring our services.

Call us on 132 888 for any questions, we're here until 8pm AEST or between 9am and 2pm AEST tomorrow.

Alert: planned maintenance - Sunday 14 May 2023, 12.30am - 7am AEST

We will be undertaking important maintenance to our digital banking services. During this period, customers might experience some intermittent issues accessing Internet Banking, our app, phone banking, customer onboarding and loan applications.

Card transactions and ATM withdrawals will be unaffected during the maintenance window. We'll reach out if we experience any delays restoring our services.

Call us on 132 888 for any questions, we're here until 8pm Friday AEST.

Alert: Keypad issue for some iPhone 14 pro & pro max customers - Monday 1 May 2023

Some customers may be missing the digits 4, 7 and decimal point from the keypad when completing an app transaction.

We apologise for the inconvenience and this should be resolved soon.

Update to the latest app version, once available in the Apple Store and all digits will be available again.

Even easier, set your app updates to ‘auto update’ to have the latest version pushed live for you immediately.

Alert: Planned maintenance - Friday 21 April 2023, 4am-7am AEST

- Friday 21 April 2023, 4am-7am AEST

We will be undertaking important maintenance to our digital banking services. During this period, customers might experience some intermittent issues accessing the Bank Australia App and internet banking.

Card transactions and ATM withdrawals will be unaffected during the maintenance window.

We'll reach out if we experience any delays restoring our services. Call us on 132 888 for any questions, we're here until 8pm AEST.

Alert: Sunday 19 March 2023, 10:45am AEDT

We're investigating an issue currently preventing incoming calls to 132 888. This means that telephone banking is currently unavailable.

Customers who need to report a lost or stolen card, or a suspicious transaction can call the Fraud Bureau Service directly on 1300 705 750.

Alert: Planned maintenance - Sunday 19 March 2023, 2:30am-9am AEDT

We will be undertaking important maintenance to our digital banking services. During this time the app, Internet banking, Phone banking and Loan applications will be offline. Card transactions and ATM withdrawals will be unaffected during the maintenance window. Call us on 132 888 for any questions, we're here 'til 8pm AEDT Friday or between 9am and 2pm AEDT Saturday.

Intermittent Osko & Card outage 4:28pm AEDT, Tues 7 Feb 2023

We are aware of & currently investigating intermittent issues affecting Osko & Card payments for some customers. We're sorry for any inconvenience  and will keep you updated with any developments.

4 October 2022 - PayTo available in internet banking

Please be advised that PayTo, a new effective way to manage payments will be available in internet banking from Tuesday 4 October. Learn more about PayTo.

For our full updated terms and conditions, please refer to the documents below:

23 September 2022 - Optus Cyber attack

We are aware of a cyber-incident that has resulted in the release of some Optus customers’ personal information. We encourage customers to have increased awareness across their accounts, including looking out for unusual or fraudulent activity.

 

Customers can take additional steps to protect personal information including:

 

- Secure your devices and monitor for unusual activity

- Change your online account passwords and enable multi factor authentication for banking

- Check your accounts for unusual activity such as items you haven’t purchased

- Place limits on your accounts or ask you bank how you can secure your money

- If you suspect fraud you can request a ban on your credit report.

 

For more information, customers can access resources at Scamwatch - Customers warned to watch out for scams following Optus data breach | Scamwatch

 

If you have any questions or concerns about the activity on your account, please call us on 132 888.

13 August 2022 - Fake Comparison Sites

We are receiving reports that our brand has been used on false sites claiming to be comparison sites (i.e. comparing interest rates, home loans, car loans etc.). Bank Australia does not have an affiliation with any sites that request remote access to your computer. Please be cautious when using any comparison sites, and contact us directly on 132 888 if you have any questions.

20 December 2022 - Contact centre holiday opening hours

Our contact centre will be closed from Saturday 24 December to Tuesday 27 December and Saturday 31 December to Monday 2 January.

For urgent enquiries regarding fraud or a blocked account, please contact the Fraud Bureau Service, available 24/7 on 1300 705 750 or +612 8299 9534 if calling from outside of Australia.

12 December 2022 - Internet Banking and App Outage - resolved

12 December 2022, 5:52 PM AEDT: This issue has now been resolved. If you still need any assistance please get in touch with our contact centre on 132 888.

12 December 2022, 5:20 PM AEDT: We are currently experiencing intermittent issues with internet banking and our app. We are looking into this urgently, we apologise for the inconvenience.

27 November 2022 Planned maintenance

27 November, 9.29am AEDT: All services are now back online. Thank you for your understanding during these important updates.

27 November, 8.35am AEDT: Unfortunately this maintenance is taking longer than expected to complete, and we're working to have all services returned ASAP. We will update this as soon as we can. Thank you for your understanding while we made these important updates – we're very sorry for the inconvenience.

25 November 2022: We're undertaking planned maintenance to our digital banking services on Sunday 27 November between 2:30am - 8:30am AEDT. If you have any questions or need a hand please call us on 132 888. We're here until 8.00pm Friday and between 9.00am - 2.00pm Saturday.

13 October 2022 - 7:00am AEDT - Osko and PayID outage resolved

The Osko outage has now been resolved. Please keep in mind there may be some continued delays with payments as they begin to clear.

If you need any assistance please get in touch with our contact centre on 132 888, between 8am-8pm AEDT.

12 October 2022 - 9:00pm AEDT - Osko and PayID outage

We are aware of and currently investigating issues affecting Osko and PayID payments.

You may experience delays making instant payments or receive an error message when making a payment.

We sincerely apologise for the inconvenience this may cause and will provide updates as soon as they are available.

13 October 2022, 2 PM to 5 PM AEDT - Internet banking statements

We will be conducting important maintenance across our internet banking e-statement function.

During this time customers will receive an error message when trying to access e-statements. We apologise for the inconvenience.

All other features of internet banking will be available and unaffected. Call us on 132 888 for any questions, we're here 'til 8pm AEDT.

11 July 2022 - Scam calls

We're receiving reports that scammers are cold calling victims claiming to be from Bank Australia. Gathering victims' details to then email a fake document, claiming to offer investment in a ‘Bank Australia emerging market fund’ with the promise of high interest rates. This offer is a scam. This is not a legitimate offer from Bank Australia.

Please be wary of unsolicited calls, SMS or emails.

If you need any assistance please get in touch with our contact centre on 132 888.

Read more details here.

11 July 2022 - EOFY Statements

End of financial year statements are being processed and will be available as soon as possible online and via mail.

To check your statements via Internet Banking or our App please follow the below steps:

  • Internet Banking - Services > View eStatements
  • App - Menu > Statements > View eStatements

8 July 2022 - Rates announcement

Bank Australia will increase variable home loan rates in response the Reserve Bank of Australia’s recent decision to raise the official cash rate. Interest rates will increase by 0.50% for variable rate owner-occupier and investor loans, effective from 18 July 2022.

We are also reviewing rates for savings accounts and we'll have further a update for customers next week.

Support options are available for customers experiencing difficultly or for those concerned about the impact of rising interest rates and repayments, and we encourage you to contact us to talk about your situation.

Affected home loan customers will receive more information on the changes to their rate and repayments in the coming weeks. For any help and further queries, customers can contact us on 132 888 or visit their nearest branch.

QLD and NSW floods

15/03/2022 Update: Our West End branch has now reopened. If you still need assistance and have been affected by the recent floods, please call us on 132 888 to talk about your situation and how we can help.

We hope all of our customers in flood affected areas are staying safe. Due to flooding in Brisbane our West End branch will be closed on Monday 28 February until further notice. If you’re affected by the current floods, please call us on 132 888 to talk about your situation and how we can help. For Allianz Insurance customers please call 131 013 for insurance claims assistance.

21/06/2022 - 5 PM - Internet Banking and App Outage - resolved

We are currently experiencing intermittent issues with internet banking and our app. We are looking into this urgently, we apologise for the inconvenience.

6:25 pm AEST - update: This issue has now been resolved. If you still need any assistance please get in touch with our contact centre on 132 888.

Android quick balance widget error - resolved

The quick balance widget is appearing blank for some Android devices. We are working on a fix right now and it will be available to you as a standard update to the app. Please set your app updates to automatic or keep checking the app store and update once available.

If you are not experiencing this issue, we still recommend updating to the latest version of the app when it is available.

Important update on our branch network

Due to the spread of COVID-19 in the community and the high level of transmissibility of the Omicron variant, many of our staff need to get tested and isolate until their results are available. This is causing disruption to our branch network and contact centre, and as a result, our opening hours may change at short notice.

If you’re planning to visit a Bank Australia branch, please check our branches hub before you visit. We’ll update our website daily with information on branches affected by any disruption.

Rest assured, we’re still here to support you, and all of our customers with their banking through this period. We are available to help you over the phone and via email. You can also bank online through our app and internet banking 24/7.

We’re sorry for any inconvenience caused by this disruption and we ask for your patience while we support our staff and customers through this challenging time.

If you have any questions, you can call us on 132 888, however due to the extended wait times, we recommend you send us a secure email. If you'd like support with your banking online, please visit https://www.bankaust.com.au/support.

24 May 2022 - Update on contact centre wait times

Recently our customers have been experiencing unusually (and unacceptably) long waiting times when calling our contact centre. We apologise for this inconvenience and are taking important steps to improve.

Like many businesses, we’re seeing the effect of COVID-19 on our team members and their families. The surge in cases over recent months in particular has caused serious challenges for staffing. We understand that this is having a significant impact on how we serve you, our customers.

We're hiring more staff

Over the last 2 years we have recruited a record number of staff into our contact centre. This has helped us navigate recent challenges, but we know we need to do more. That’s why over the coming months we’re running our biggest ever recruitment drive to improve services we offer and support growth for the future.

We know it’s a tight job market at the moment and we pride ourselves on finding the right people to join our team. Keeping our team 100% based in Australia, with our contact centre located in the Latrobe Valley, also remains an important commitment. As we continue to on-board new team members over the coming months, wait times will improve.

Our digital services
Don't forget, you can do your everyday banking online via our digital services:

  • internet banking
  • the app (get it on the App Store and Google Play).

Here you can check your balances, view statements and transactions, pay bills and other people, activate cards and more. If you have questions, you might find your answer at our online support page https://www.bankaust.com.au/support.Thank you for your patience and understanding while we work to solve these issues.

28 April 2022 - Round UP updates

Please be advised that there are some new features available for Round UP on our mobile app, effective Thursday 28 April: 

  • Round up will now have the option to select to round up to the nearest $1, $5 or $10 within the app
  • You can either set this up as a new customer OR amend your account as an existing customer by going into the app -> selecting Round Up-> amending round up amount

Please note you will need to upgrade to the latest version of our app to be able to access these updates.

For further details please refer to our Account and Access facility conditions of Use document

23/03/2022 - Android banking app

Our Android banking app is currently unavailable for download on the Google Play Store. We’re working with Google to restore our app to the Play Store as soon as possible, however Android app users may be affected while this is resolved. 

Existing users can continue to bank via the Android app, but will be unable to update the app until it is restored to the Google Play Store. New customers will be unable to download the Android app for the time being. Customers can still login to internet banking using a mobile or desktop web browser.

We will keep customers informed of any updates or further changes.

20/03/2022 - Planned outage

Planned outage on Sunday 20 March 1:45am to 07:00am AEDT. This outage will only affect new customers wanting to sign up. Call us on 132 888 for any questions, we're here 'til 8pm AEDT Friday or between 9am and 2pm AEDT Saturday.

Osko and PayID outage - resolved

The system banks use for instant transfers, Osko, is currently experiencing intermittent issues. Customers can transfer using their BSB and account number but each transfer may take 1- 2 days to go through. We sincerely apologise for any inconvenience caused and will keep you updated on the issue as soon as it is resolved.

3:03pm AEDT - update: This issue has now been resolved. If you still need any assistance please get in touch with our contact centre on 132 888.

20/02/2022 - Planned outage

PLANNED OUTAGE on Sunday 20 February 12:00am to 07:00am AEDT. This outage will only affect new customers wanting to sign up. Call us on 132 888 for any questions, we're here 'til 8pm AEDT Friday or between 9am and 2pm AEDT Saturday.

18/02/2022: Payroll transaction issue - resolved

12:10pm AEDT. We are aware of and currently investigating an issue affecting payroll transactions for some customers.

Apologies for any inconvenience, we will keep you updated as our team works on resolving this issue.

Update 1:35pm AEDT. This issue has now been resolved. Again we're sorry for any inconvenience caused. If you need any assistance please get in touch with our contact centre on 132 888.

Planned outage - 13/02/2022

Sunday 13th February 12:30am to 6:30am AEDT. We will be conducting some planned maintenance this weekend which may disrupt the performance of our digital apps. Call us on 132 888 for any questions, we're here 'til 8pm AEDT or between 9am and 2pm AEDT tomorrow.

28/01/2022 - Moe power outage

Our contact centre is currently experiencing a power outage due to extreme weather in Latrobe Valley. As a result of this disruption we're experiencing increased call waiting times. We're working to increase call capacity and we're sorry for the inconvenience for customers.

25/01/2022 - Issue with direct debits

Due to an unexpected processing issue by our service provider, unfortunately some of our customers automatic card debit transactions were unsuccessful between 21 January and the 25 January. The issue has now been resolved, however if you notice any failed payments please contact the merchant(s) to make sure the transaction is processed.

23/1/2022 Planned outage

Planned outage on Sunday 23 January 12:00am to 07:00am AEDT.

This outage will only affect new customers wanting to sign up.

Call us on 132 888 for any questions, we're here 'til 8pm AEDT or between 9am and 2pm AEDT on Saturday.

5/12/2021 Planned outage

Planned outage on Sunday 5 December, 1:45am - 7:00am AEDT.

This outage will affect internet banking, the app and telephone banking. This will also impact home loan applications and new customers trying to sign up. Card transactions and ATM withdrawals will be unaffected during the maintenance window.

We will confirm on Sunday morning when this maintenance has been completed.

Call us on 132 888 for any questions, we're here 'til 8:00pm AEDT Friday or between 9:00am and 2:00pm AEDT on Saturday.

14/11/2021 Planned outage

Planned outage on Sunday 14 November, 12:30am - 6:30am AEDT.

This outage will affect internet banking, the app and telephone banking. Card transactions and ATM withdrawals will be unaffected during the maintenance window.

Call us on 132 888 for any questions, we're here 'til 8:00pm AEDT Friday or between 9:00am and 2:00pm AEDT on Saturday.

8/11/2021 Issue with card transactions and ATMs

Update Monday 8 Nov 7.32pm AEDT:
Issue with card transactions and ATMs has now been fixed and you are able to use your card again. We are deeply sorry for the inconvenience caused tonight.

Update Monday 8 Nov 7.06pm AEDT:
Customers will be unable to use ATMs and may receive an "error 42" when withdrawing cash. We understand how frustrating this is and we are sincerely sorry. This issue is being urgently investigated. We assure you that we're making every effort to fix this issue.

Monday 8 Nov 6.09pm AEDT:
We're investigating reports of customers experiencing issues with card transactions. You may be receiving "error 12" when you try to use your card. We’re aware of the issue and will provide updates shortly.

17/10/2021 Planned outage

Planned outage on Sunday 17 October, 12:00am - 6:00am AEDT.

This outage will affect internet banking, the app and telephone banking. Card transactions and ATM withdrawals will be unaffected during the maintenance window.

We have advised all customers visa email and SMS.

Call us on 132 888 for any questions, we're here 'til 8:00pm AEDT Friday or between 9:00am and 2:00pm AEDT on Saturday.

Why is there another planned outage?

This important work will further strengthen the security of our systems.

Will you let us know when this maintenance has completed?

Yes, we will let you know when internet banking, the app and telephone banking are again available.

10/10/2021 Unplanned outage

Our app and Internet Banking are currently unavailable. We are looking into this urgently and sincerely apologise for the inconvenience.

26/09/2021 Unplanned outage

Update 8pm:

Internet banking and our app are now back online.

Account balances and transactions should be up to date, however some transactions may take another hour to flow to accounts.

Please give us a call in the morning on 132 888 from 8am AEST if anything doesn’t look right to you.

Thank you for your patience today. We are sorry again for today’s issues, the extended outage and the impact that this has had on you.

We know that this isn’t good enough and our customers rightly expect better from their bank. We’re frustrated too and we’ll be working with our technology partner to understand how this occurred and how it can be prevented from happening again.

Once again, we are truly sorry for the disruption and frustration this has caused today. We thank you again for your patience and we thank you for your continued support.



Update 12.55pm:

Following scheduled maintenance overnight an unexpected issue has occurred with transactions and account balances not appearing correctly in internet banking and the app. We’re urgently working to fix this problem to correctly restore balances and transactions for customers as soon as possible. Please rest assured your true account balance and transactions will be restored and no money has been taken from your account.

While this work is happening internet banking and app will be unavailable. We’re really sorry for the inconvenience caused by this outage and we thank you for your patience while we work to bring our services back online and fix the issue with transactions and account balances.

We assure you that we’re making every effort to fix the problem and get these systems online as soon as possible.

For the latest information and updates, please follow us on Facebook or Twitter.

Update 10.25am:

We've identified the issue and can confirm the overnight maintenance has caused an unexpected issue with transactions and balances not appearing correctly in internet banking and the app. We’re urgently working to fix this problem to correctly restore balances and transactions for customers as soon as possible.

While this work is happening internet banking and app will be unavailable.

Please rest assured your true account balance and transactions will be restored and no money has been taken from your account.

We are sincerely sorry for the frustration and confusion this issue has caused.


Update 9.45am:

We have taken internet banking and our app offline while we continue to investigate.

We are so sorry for the frustration and confusion this is causing. We will continue to keep everyone updated on this status.


Original message 9.15am:

UNPLANNED OUTAGE on Sunday 26 September 9:15am AEST. Our app and Internet Banking are currently unavailable. We are looking into this urgently and sincerely apologise for the inconvenience. We're aware of an issue affecting account transactions and balances. We are urgently investigating and will update you on this status.

02/09/2021 Planned outage

PLANNED OUTAGE on Thursday 2 September from  3:00am - 06:00am AEST. This outage will affect new customers applying for Bank Australia accounts and loans. Call us on 132 888 for any questions, we're here 'til 8pm AEST Monday to Friday and 9am to 2pm AEST on Saturday.

29/08/2021 Planned outage

PLANNED OUTAGE on Sunday 29 August, midnight to 7.00am AEST. This outage will affect new customers applying for Bank Australia accounts and loans. Call us on 132 888 for any questions, we're here 'til 8pm AEST Friday or between 9am and 2pm AEST Saturday.

24/07/2021 Planned outage

PLANNED OUTAGE on Saturday 24 July to Sunday 25 July: 21:00pm - 08:00am AEST. New customers who want to sign up online will be unable to. We're very sorry for any inconvenience caused. We're here 'til 8:00pm AEST Friday and between 9am-2pm AEDT on Saturday if you have any questions or need a hand.

Scam alerts

16/04/2024 - Scammers are impersonating Bank Australia staff

If you receive a call asking to provide a one time password or information about your account please hang up. We will never ask you to provide a one time password.

If you’re unsure about a call, please hang up and call us back on 132 888.

16/02/2024 - Scam alert: be cautious of callers saying they are from subscription services

We’re receiving reports that scammers are posing as staff from subscription services, such as Amazon, asking customers to purchase gift cards to receive a refund for a subscription. If you’re concerned about your account or not sure if a caller is genuine, hang up and call us on 132 888.

4/01/2024 - Scammers impersonating Bank Australia staff


We’re receiving reports that scammers are posing as members of Bank Australia's fraud team.

They are advising customers that their Bank Australia cards have been compromised, and ask customers to make bank transfers to accounts that don’t belong to Bank Australia. No Bank Australia staff will instruct you to transfer your own funds.

If you’re concerned about your account or not sure if a caller is genuine, hang up and call us on 132 888.

24/11/2023 - Scammers are impersonating Bank Australia staff

If you receive a call asking to provide a one time password or information about your account please hang up. We will never ask you to provide a one time password.

If you’re unsure about a call, please hang up and call us back on 132 888.

16/11/2023 Scam alert - PayID scam

We are receiving increased reports of PayID scams targeting Facebook Marketplace. Read more on how you can best protect yourself.

Here are some things to keep in mind:

  • You should never have to send money to someone who is purchasing something from you. If someone asks you to send money before they will complete a purchase, this is a red flag and you should not proceed.
  • If someone advises a transfer did not work, check your account before providing additional information, like an email address.
  • Payments are never "held" by PayID. PayID is just a way to send funds without sharing account numbers. If someone claims that your payment is being held by PayID, this is not true.
  • PayID and NPPA never send emails to customers. If you receive an email claiming to be from PayID or NPPA, it’s likely a scam. If you're not sure if an email is legitimate, call us on 132 888.

Remember to always be cautious when giving out personal information or sending money online. If something seems too good to be true, it probably is. If you’re suspicious or need assistance, get in touch with us on 132 888.

08/08/2023 Scam alert: be cautious of pop up messages requesting log in access to your computer or bank accounts

We are receiving reports of scammers targeting customers by using website pop-ups aiming to compromise your personal information and bank accounts.

Be cautious of pop-up windows that show error messages – they could be scams. Scammers are using fake logos to impersonate legitimate support services, and mimicking genuine error messages. These tactics create a false sense of urgency. The messages will claim to warn you of a security breach on your device. Scammers want to manipulate you into calling a deceptive helpline where they can request remote access to your device, or payment.

Bank Australia and other reputable organisations will never ask for payments through gift cards, cash reload cards, or wire transfers. Additionally, we will never request remote access to your device.Remember:

  1. Exercise extreme caution about granting remote access, and always check that any request is genuine.
  2. Regularly update your antivirus software and conduct comprehensive device scans following encounters with suspicious pop-ups.
  3. Strengthen your online defences by enabling your browser's pop-up blocker feature.
  4. Bear in mind that caller IDs can be manipulated by scammers, making them appear authentic. Maintain a critical eye.
  5. If you're not sure about a request, reach out directly to the company through official communication channels. Never use contact information from a pop-up.
  6. Your financial privacy is important to us. By staying informed and vigilant, you can stop scammers and protect your accounts and your personal information.

05/07/2023 Scam alert: be cautious about callers claiming to 'protect' your internet banking

Scammers are contacting Bank Australia customers, trying to get access to their internet banking by pretending to 'protect' customers from scams. Recently these are becoming more persistent and long-term, sometimes involving multiple calls. Red flag phrases to listen out for: "Andrew from the UK" calling you; and once they've gained access "Don't log in to your account now, as it will tip off the scammers."If you're concerned, hang up and contact Bank Australia to report through our trusted phone number 132 888 or via secure mail in your internet banking or app. Never give anyone your log in details or one-time password (OTP). Bank Australia will never ask you for these details in a call or text message.

24/05/2023 Scam alert: Fake investment brochure - Fixed Term Deposit

Fake investment brochure example

A fake document, developed by scammers, claiming to offer Bank Australia Fixed Term Deposits investments with the promise of high returns is being circulated. This offer is a scam. This is not a legitimate offer from Bank Australia.

We've also received reports that scammers have been sending these brochures using the names of genuine Bank Australia employees to further conceal this scam.

If you need any assistance, have questions or are unsure of any documentation you may have received please get in touch with our contact centre on 132 888.

06/04/2023 Scam alert - Scam alert: Scammers impersonating Bank Australia requesting customers to change internet banking passwords

Impersonation text claiming to be Bank Australia

Scammers pretending to be Bank Australia are using a new tactic to try to gain access to your accounts. They are now sending out 'Temporary passwords' via calls and texts, and instructing you to log in and change your password to the one they have provided.

  • These messages may show up in the same message thread as those from Bank Australia, making them seem even more convincing.
  • Don't be fooled! Remember, Bank Australia will NEVER request that you change your internet banking password via an unsolicited SMS or phone call, nor will we ever ask you for sensitive internet banking information.
  • Don't put your accounts at risk by providing any information or responding to unsolicited SMS or phone requests. Always validate any request by calling 132 888 and speaking directly with Bank Australia. Stay alert and stay safe!

21/03/2023 Scam alert - Scam alert: Scammers impersonating Bank Australia SMS and phone call with malicious link

Scammers impersonating Bank Australia text message example

We're receiving urgent reports that scammers are posing as Bank Australia via SMS and phone calls attempting to gain information from customers to access their internet banking. Scammers are sending an SMS appearing as a notification that the customer's internet banking has been 'suspended due to unusual activity' with a link prompting the customer to verify their identity. DO NOT CLICK THIS LINK. The link leads to a malicious website designed to steal banking details and potentially contains malware that could steal further personal information and one-time-codes.

If a caller asks you to confirm your internet banking number via the website, then it’s definitely a hoax call, hang up immediately.

This is a scam. Bank Australia will never ask you to disclose your pin, one-time code or personal banking details in an unsolicited email, SMS or phone call. We will do everything we can to assist if you experience loss from a scam.

However, funds cannot always be recovered. Discover more about how you can help protect your accounts. If you need any assistance please get in touch with us on 132 888

10/01/2023 Scam alert - scammers impersonating Bank Australia SMS

Example of scam text message

We're receiving urgent reports that scammers are posing as Bank Australia staff, trying to get access to customers' internet banking.

The scammers may call, or send an SMS advising Bank Australia will contact you shortly and then call. The call or text may appear as though it comes from 'BankAust' or similar. The scammer will say that your internet banking has been compromised or hacked, and request your account details including SMS one-time codes. They will advise that they are changing your old 'compromised' account so you will not need to do anything and shouldn't access your account until they contact you again. This is a scam.

Bank Australia will never ask you to disclose your pin, one-time code or personal banking details in an unsolicited email, SMS or phone call.

If you receive a message like below or unsolicited call from anyone claiming to be Bank Australia, do not click on any suspicious links and/or provide personal information. Please report this to us via DM or call us on 132 888.We will always do everything we can to assist if you experience loss from a scam. However, funds cannot always be recovered. Discover more about how you can help protect your accounts

If you need any assistance please get in touch with us on 132 888.

05/01/2023 Scam alert - PayID scammers

We have been receiving reports of PayID Scams and want to make you aware of those that may try to trick you into giving away your personal information or money. Please be cautious and follow the advice below to protect yourself.

Here are some things to keep in mind:

• There is no such thing as a "PayID upgrade." Scammers may try to claim that you need to upgrade your PayID in order to continue using it, but this is not true.

• You should never have to send money to someone who is purchasing something from you. If someone asks you to send money before they will complete a purchase, this is a red flag and you should not proceed.

• Payments are never "held" by PayID. PayID is just a way to send funds without sharing account numbers, and to make sure the name on the PayID is the one you expect. If someone claims that your payment is being held by PayID, this is not true.

• PayID and NPPA never send emails to customers. Any email about your account will only come from your bank. If you receive an email claiming to be from PayID or NPPA, it is likely a scam. If you're not sure if an email is legitimate, call your bank at 132 888.

Remember to always be cautious when giving out personal information or sending money online. If something seems too good to be true, it probably is. Protect yourself and your information by following the guidelines above.

13/10/2022 scam messages and calls

We are aware that scammers are posing as members our fraud bureau service – Vigil, and are contacting customers via phone calls and SMS to get access to their internet banking. We have also had reports that scammers are posing as Bank Australia staff.We ask all customers to have increased awareness, not click on links sent via SMS or email, and never share any personal banking information including any one-time security codes over the phone.

If you need any assistance, please get in touch with our contact centre on 132 888.If you need any assistance please get in touch with our contact centre on 132 888.

07/10/2022 Customer data security

Following Optus’ recent cyber-incident, our team continue to be vigilant in monitoring for unauthorised or suspicious activity. We encourage customers to have increased awareness across their accounts and if required, take additional steps to protect personal information.

 

Customers can:

  • Secure your devices and monitor for unusual activity
  • Change your online account passwords and enable multi factor authentication for banking
  • Check your accounts for unusual activity such as items you haven’t purchased
  • Place limits on your accounts or ask you bank how you can secure your money
  • If you suspect fraud you can request a ban on your credit report.

For more information, customers can access resources at Scamwatch - Optus data breach scams | Scamwatch 

If you have any questions or concerns about the activity on your account, please call us on 132 888.

05/10/2022 Text message scam

We’re receiving reports that scammers are targeting people via text message claiming to be a relative or friend in need of money. Payment is requested via bank transfer and is often required urgently to pay for essential items.

Their usual name might appear in the message and we ask customers to be vigilant and take extra care when transferring requested funds by confirming contact or banking details. If you aren’t sure about a text message you receive (from anyone), check their number and call them back on a number you trust.

If you believe you are a victim of a scam or fraud please get in touch with our contact centre on 132 888.

We will always do everything we can to assist if you experience loss from a scam. However, funds cannot always be recovered. Discover more about how you can help protect your accounts.

If you need any assistance please get in touch with our contact centre on 132 888.

19/09/2022 Scam email alert - 'Additional payment received'

We’re aware of scam emails circulating that claim to be from Bank Australia and ‘PayID’, claiming that there is an issue with your account so funds have been held or your account locked. These emails are scams and should be deleted.

Don't reply, provide any personal information or click on any links. Protect yourself from email and SMS 'phishing' scams like this by knowing what to look out for, and let us know if you receive something that claims to be from us but doesn’t look quite right. Learn more about phishing scams. Familiarise yourself with current scams by visiting our scams hub and Scamwatch.gov.au.

We will always do everything we can to assist if you experience loss from a scam. However, funds cannot always be recovered. Discover more about how you can help protect your accounts. If you need any assistance please get in touch with our contact centre on 132 888.

02/09/2022 Scam alert: targeted phishing

We are aware that a number of Financial Institutions are being attacked through the use of targeted phishing. These attacks lead members to an account which looks like their own, and then steals private information to access their bank account. Please be cautious clicking links and make sure you visit the correct web address for internet banking.

Key things to watch out for:

  • A site is stood up with a web address similar to the bank’s legitimate website
  • Google Ads lead you to the bogus site by offering inducements

The stolen information is then used by scammers to log into the legitimate internet banking to transfer funds out to other accounts and cryptocurrency.

Protect yourself:

  • Only access the bank’s website by typing the address in yourself
  • Only access internet banking through the link on the bank’s genuine website
  • Be wary of any website that asks for your personal information
  • Never give anyone your one-time codes from the VIP App or SMS – always read the SMS to be sure you know what it’s for
  • If you think you’ve give your details on a bogus website, contact the bank immediately. If you have any questions or concerns, please call us on 132 888.

16/08/2022 - Fake Centrelink debt scam call


Centrelink are warning Australians to be wary of a new scam call claiming to be from Centrelink. The caller claims that a debt needs to be paid urgently, or you’ll be arrested. Payment is requested via bank transfer, gift cards, or cryptocurrency. While Centrelink will contact people by phone, SMS, or email, they will not ask you over the phone to transfer money, and will not request payment by gift card or cryptocurrency.

You can familiarise yourself with what Centrelink will and won’t do by following the tips on visiting their website.

If you aren’t sure about a call you receive (from anyone), hang up and call them back on a number you trust.

We will always do everything we can to assist if you experience loss from a scam. However, funds cannot always be recovered. Discover more about how you can help protect your accounts: https://www.bankaust.com.au/good-to-know/scams-security-and-fraud

If you need any assistance please get in touch with our contact centre on 132 888.

12/08/2022: Scam alert – Tax refund SMS scams

 

The Australian Taxation Office (ATO) is warning about a high volume of SMS scams pretending to be from the ATO. These scams tell you that you’re owed an income tax repayment and ask you to click a hyperlink and complete a form. But clicking the link takes you to a fake ATO web page that asks for your personal identifying information, including your credit card details.

If you receive an SMS like this, don’t click on any links. You can report the scam to the ATO. The real ATO will never send you an SMS with a link to log in to online services, or ask for your credit card details.

Visit www.ato.gov.au/scamalerts to find out more.

1/07/2022 Alert: WhatsApp & Messenger scam - don't send money to 'family'.

We're receiving reports that scammers are targeting people via online messaging apps (e.g. WhatsApp, Facebook Messenger, etc.) claiming to be a relative in need of money, or a Bank Australia employee.

They will give a story as to why they aren’t contacting you from their usual account or phone number, and another story to explain why they want you to send funds to a third person. Please be wary of who you are speaking to online. Never send any money to someone you do not know personally and trust.

If you believe you are a victim of a scam or fraud please get in touch with our contact centre on 132 888.

14/06/2022 Fake Bank Australia brochure and application form being circulated

Fake Bank Australia application form example


Fake Bank Australia brochure

A fake document, developed by scammers, claiming to offer investment in a ‘Bank Australia emerging market fund’ with the promise of high interest rates is being circulated.

This offer is a scam. This is not a legitimate offer from Bank Australia.

What to do if you’ve received this scam brochure

• Do not reply to the scammer

• Do not provide any account details or personal information

• Do not send any money to an unknown person

• Call us immediately on 132 888

What to look for if you suspect something might be a scam

• Offers that are ‘too good to be true’

• Offering a product that we do not offer or providing information that does not match our official website

• A high up-front investment with a fee

• Offer of a ‘fixed return’

• Poor grammar and spelling

Tuesday 12th May 2022 - Crypto/investment scams warning

We’re receiving increasing reports of crypto and investment scam activity. Many of these scams begin with online advertisements (on social media, websites or discussion forms).Scammers will likely then call victims shortly after entering their details to sign them up, sometimes asking for remote access to their devices.

If given access scammers can use this to get a hold of the victims personal data (including account information and login credentials). These scammers often warn victims their bank may call and ask questions. They likely will attempt to coach the victim on what to say to avoid detection.

We will always do everything we can to assist if you experience loss from a scam. However, funds cannot always be recovered. Discover more about how you can help protect your accounts.

If you need any assistance please get in touch with our contact centre on 132 888.

6/05/2022 -ATO warns community do not engage in GST fraud

The Australian Taxation Office (ATO) has identified, and is taking strong action, to respond to significant fraud involving participants inventing fake businesses to claim false refunds.

The ATO is warning the community not to engage with this fraud and for participants to come forward before we take tougher action.

Learn more.

18/03/2022 NSW and QLD flood related scams


We’re receiving increasing reports of scam activity in relation to flood support and relief. Unfortunately scammers quite often take advantage of people during these kind of devastating natural disasters.
If you are looking to donate or seeking support or relief please make sure to: Be wary of all approaches you did not initiate, especially if you are asked for personal details.

• Confirm the identity of the contact by calling the organisation directly

• Do not disclose personal information in a phone call, such as bank account details, logins or passwords

• Do not download software or click on web links you’re not sure of

• Consider your local post office when internet services are disrupted to print and mail any forms

• Donate only to registered official charities

We will always do everything we can to assist if you experience loss from a scam. However, funds cannot always be recovered.
If you need any assistance please get in touch with our contact centre on 132 888.

17/02/2022 Fraud alert: Increased reports of investment scam activity

We’re receiving increasing reports of investment scam activity. We will always do everything we can to assist if you experience loss from a scam. However, funds cannot always be recovered. You can help protect your accounts by following the advice on moneysmart.gov.au.

From moneysmart.gov.au:

“Be suspicious of anyone offering you easy money. Scammers are skilled at convincing you that the investment is real, the returns are high and the risks are low. There's always a catch.

How investment scams work

There are three main types of investment scams:

• The investment offer is completely fake.

• The investment exists, but the money you give the scammer doesn't go towards that investment.

• The scammer says they represent a well-known company – but they're lying.

In any case, the money you 'invest' goes straight into the scammer's bank account and not towards any real investment. It is extremely hard to recover your money if it goes to a scammer based overseas.

Anyone can be scammed and every scam is different. Scams are often very hard to spot and can feel legitimate in the moment. Scammers can use professional-looking websites and apps, and impersonate legitimate companies.”

Read the moneysmart advice in full.

28/09/2021 Scam alert: FLUBOT WARNING

What is FLUBOT?

Flubot is malicious software delivered to unsuspecting victims via text message.  The messages ask you to tap on a link relating to delivery of a parcel or to hear a voicemail message.  However, the message is fake, there is no delivery or voicemail.

Flubot impacts both Android phones and iPhones.

There have been different version of the Flubot messages over the last two months, with the most recent being of higher quality, so they can be harder to spot.

What happens if I click on the link?

Clicking on the link will prompt downloads that can access different areas of your phone, including access and stealing your list of contacts, making calls and sending text messages.  The malware it downloads may also impact your security by stealing login details for websites, apps, and digital wallets, and SMS codes used for authentication.

How can I protect myself?

Avoid clicking on links in text messages.  If you are genuinely expecting a parcel, seek information directly from the merchant or Australia Post instead.

Delete the message (including from your archive).

If the message appeared to come from one of your contacts, call them on a number you trust to let them know that they appear to have fallen victim to Flubot, and will need to take action to protect themselves.

What happens if I’ve clicked on the link?

Take immediate action.  If you’ve already clicked to download, then your passwords and online accounts are at risk.  Clean your device to remove the malicious software.  This can be through an IT professional, using official Android anti-virus software, and/or performing a factory reset which will delete all of your data, including photos, messages, contacts, and authentication apps.

Once your device is clean, update passwords for any apps or sites that you may have used since clicking on the link.  If you’ve used the same passwords elsewhere, you should also update those.

Where can I get more information?

You can find more information about this threat on ScamWatch.gov.au.

22/07/2021 Scam alert: Remote access

This year, scammers have stolen more than $7.2 million from Australians by gaining access to home computers, an increase of 184% compared to last year. Remote access scams are one of the largest growing scam types. Learn more

11/06/2021 Scam alert: Email hacking

If someone hacks your emails, they may use your email address to send malicious emails to people on your contact list. A tell-tale sign that someone has hacked your account is being locked out.  If you get locked out, contact your provider and your bank.

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