Leave site
Alert

We are updating our Terms and Conditions for Mortgage Offset Accounts, effective 4 January 2022. Find out more

Close button
2021-11-30 2:45 pm
Close button

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

We are updating our Terms and Conditions for Mortgage Offset Accounts

We are updating our Account and Access Facility Conditions of Use (Conditions of Use).

Along with our Fees, Charges and Transaction Limits brochure and the Summary of Accounts and Availability of Access Facilities brochure, the Conditions of Use form your terms and conditions for the products and services you hold with us.

The changes summarised below will come into effect on 4 January 2022.  

What’s changing

Undersection “6. Specific terms applicable to accounts” sub section “6.1 Mortgage Offset Account” we are replacing the existing reference to “closing” a Mortgage Offset Account to “converting” a Mortgage Offset Account to an Everyday Access Account in certain circumstances, including where the Mortgage Offset Account ceases to be linked to an eligible home loan or the linked home loan account is paid out or closed.

More information

Please refer to the full Account and Access Facility Conditions of Use document for further details.

For a hard copy, please call us on 132 888 Monday to Friday 8.00am – 8.00pm and Saturday 9.00am – 2.00pm AEDT.

Bank Australia open to serve our customers

As an essential service, our branches and contact centre remain open to serve our customers with your banking needs during the COVID-19 pandemic.

See your nearest branch for current operating hours.

You can still get in touch with us by phone on 132 888 from 8:00am to 8:00pm, Monday to Friday, and 9:00am to 2:00pm Saturday.

It may take us longer to answer your call as more customers choose to call rather than come into a branch. Thanks in advance for your patience, and please take care of yourselves.

Previous alerts

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

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.