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Alert

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. Read more here.

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2022-04-28 10:05 am
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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.

What’s on this page

Current alerts

 

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

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.

Previous alerts

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.

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

Thursday 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.

22/02/2022 Fake Bank Australia brochure and application form being circulated


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

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.

Need help?

Send us a secure message in the app or internet banking

or call us.