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Entering the correct information
When you make a transaction using e-banking services, you’re responsible for telling us:
• the correct amount you want to pay or transfer; and
• the correct account you want the payment or transfer to be credited to.
The recipient’s account name is not part of your payment instructions and we or the recipient’s
bank won’t use it or check it to make your payment.
This table shows some common mistakes that people make and what you need to do if you make
one of those mistakes.
Mistake made
You need to...
The amount you entered or told us to pay was
less than the required amount.
Make another payment or transfer to the
recipient to make up the difference.
The amount you entered or told us to pay was
more than the required amount.
Contact the recipient to get a refund – we are
not responsible for giving you a refund.
The account, biller code or customer reference
number you told us to pay was incorrect.
You can contact the recipient to get a refund or
contact us.
1
1. If you don’t know the recipient, or can’t contact them, call us on 13 2221 (see page 61 if calling from overseas). We will:
a) try to recover the payment or transfer on your behalf. However, we are not liable for your loss.
b) attempt to recover the funds on your behalf but we are not liable unless we fail to comply with the process and
timeframes set out in (c) below.
c) acknowledge receipt of your report and provide you with a reference number which you can use to verify that your report
has been recorded by us and to enquire about progress of your claim. Once we have the information we require and are
satisfi ed that you have made a mistaken internet payment, we will send a request for return of the funds to the recipient’s
fi nancial institution. We will advise you in writing of the outcome of the request within 30 business days of receiving the
information from you.
What happens if the equipment doesn’t work properly?
This table shows who’s liable when something goes wrong with the electronic equipment you’re
using to make a transaction.
The equipment you’re using
Who’s liable
The equipment accepts your instructions.
We are liable for any loss caused by a
transaction that is not completed in line with
your instructions.
The equipment does not accept your
instructions, card, or other device and/or your
PIN fails to activate the equipment.
We are not liable to you.
When you’re using the equipment, you’re
aware that it’s not working properly.
We are only liable for correcting any wrong
entry in your account. If we’ve debited any fees
or charges as result of the wrong entry, we will
refund them.
Part 2: Other things you should know
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Equipment that is not owned by us
We continue to protect you under these terms and conditions when you use your card, device,
PIN or password in electronic equipment that is not owned by us.
2.15.4 Unauthorised transactions
An unauthorised transaction is a transaction that is made without your knowledge and consent.
The EFT Code and from 20 March 2013, the ePayments Code determines your liability for losses
which result from unauthorised EFT transactions.
The EFT Code, ePayments Code and the following sections dealing with unauthorised e-banking
transactions don’t apply when you use your Debit MasterCard and sign to authorise the
transaction, but chargeback protection may be available in those situations – see ‘Requesting a
chargeback’ on page 10.
When you’re not liable
You’re not liable for any loss which results from an unauthorised transaction if any of the
following apply:
• it is clear you (and where relevant, any other users) did not contribute to the loss in some way;
• the loss takes place after you notifi ed us that a card or other device has been misused, lost or
stolen or that someone knows your PIN or other code;
• our hotline facilities weren’t available at the time you tried to notify us that a card or other
device has been misused, lost or stolen or that someone knows your PIN or other code – if this
happens, you should visit or call one of our branches as soon as possible;
• the loss was due to fraud or negligent conduct by one of our employees or agents or anyone
involved in the e-banking network;
• the loss happens because any part of an access method was forged, faulty, expired
or cancelled;
• the loss results from a transaction which takes place before you received a device or code
required to access the account;
• the same transaction was incorrectly debited more than once to your account;
• the loss results from any conduct we expressly authorised (as long as any conditions we
imposed were met); or
• user left a card in an ATM that did not incorporate reasonable safety standards that mitigate the
risk of a card being left in a machine.
Part 2: Other things you should know
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how to copy image from pdf file; how to copy pictures from pdf to powerpoint
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When you are liable
You’re liable for any loss which results from an unauthorised transaction where we can reasonably
prove that you contributed to the loss – the following table sets out those situations.
Scenario
What you will be liable for
A card or other device has been misused, lost or stolen
or the security of your PIN or other code has been
breached because of:
• user acting fraudulently;
• user voluntarily discloses their PIN or other code;
• user records or notes a PIN or other code on the outside of a
card or device;
• user keeps a record of a PIN or other code (without making
any reasonable attempt to protect their security) on one
article or on several articles which are kept with a card or
other device or which could be lost or stolen at the same time
as the card or other device;
• user keeps a record of a PIN or other code (without making
any reasonable attempt to protect their security) which
may be used without a card or other device, on one article
or on several articles which could be lost or stolen at
the same time;
• user selects or changes a PIN or other code to their
date of birth or a recognisable part of their name (even
though we specifi cally told them not to and the what the
consequences will be);
• user was extremely careless in failing to protect the security
of a PIN or other code; or
• user left a card in an ATM, incorporating reasonable safety
standards that mitigate the risk of a card being left in a
machine (e.g. the machine captures/retains the card that
are not removed after a reasonable time or requires that the
card be removed from the machine before the transaction
can proceed).
The actual losses which take
place before you notify us.
Unauthorised transactions take place because you
unreasonably delayed notifying us after you become aware of
the misuse, loss or theft or that the security of your PIN or other
code or device has been breached.
The actual losses which
take place from when you
became aware (or should have
reasonably become aware) up
to when you notify us.
Part 2: Other things you should know
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2.15.5 Limits on your liability for losses from unauthorised transactions
Amount you won’t be liable for
Even if we can prove that you contributed to the loss, you won’t be liable for any amount that:
• was withdrawn from your account in a day or period which is more than the daily or periodical
transaction limit;
• was withdrawn from your account which is more than your account balance or agreed
overdraft limit;
• was withdrawn from an account which we had not agreed with you could be accessed using
the access method; or
• we may recover under MasterCard’s scheme rules when you use a Debit MasterCard.
Maximum amount you are liable for
If someone used your PIN or other code to perform the unauthorised transaction and we can’t
reasonably prove that you contributed to the loss, then you will be liable for the lesser of:
• $150;
• the balance of your account (including any agreed overdraft limit) which could be accessed by
the unauthorised transaction; and
• the actual loss when you notifi ed us that the card or other device has been misused, lost
or stolen or that someone else knows your PIN or other code (up to the daily or periodical
transaction limit).
When we may reduce your liability
If you allege that a transaction was unauthorised and we have not placed a reasonable daily or
periodical transaction limit on your account, then either we or an external dispute resolution body
may decide to reduce your liability.
To do that, we or the external body will consider the following:
• whether the processes we used to verify that the transaction was authorised adequately
protected you from losses without needing a reasonable daily or periodical transaction limit; and
• if the unauthorised transaction involved drawing on a line of credit using a card, PIN, password
or other code (including drawing on your loan repayments), whether we took reasonable
steps to warn you about the risks of unauthorised transactions on that line of credit when we
provided it to you.
Deletion of unenforceable terms
If any part of these Terms and Conditions is found to be void or unenforceable for unfairness or
any other reason (for example, if a court or other tribunal or authority declares it so), the remaining
parts of these Terms and Conditions will continue to apply to the extent possible as if the void or
unenforceable part had never existed.
Part 2: Other things you should know
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3.1 Summary of key fees and charges – products or options currently available for sale
Key fees and free
withdrawals you can make
Transact
Everyday Account
Pensioner Security
Account
1
Smart Access Complete Access Electronic
Full Access
Monthly account fee
$4
$6
–
–
Free withdrawals each month
Electronic withdrawals.
Unlimited
2
Unlimited
2
15
3
5
3
Assisted withdrawals.
–
Unlimited
2
–
2
Overdrawing approval fee
If we let you overdraw
your account.
✔
✔
–
–
Withdrawal fee
Charged when you exceed the
number of free electronic or
assisted withdrawals set out
above or write certain cheques.
4
✔
assisted
withdrawals and
cheques only
–
✔
✔
Access fee
When you use other service
providers’ networks.
✔
✔
✔
✔
NetBank service fees
When you use NetBank to
process certain transactions.
✔
✔
✔
✔
1. The Electronic Option applies automatically on eligible accounts unless you have chosen the Full Access Option (formerly
known as the Assisted/Electronic Option) when opening your account. You may switch from the Electronic Option to the
Full Access Option (formerly known as the Assisted/Electronic Option), or vice versa, at any time. If you do this, the change
will apply the following month.
2. Excludes all ATMs overseas, EFTPOS and Debit MasterCard transactions overseas or involving currency conversion,
transfer group payments to third parties, International Money Transfers and separate services such as bank cheques,
periodical payments and transfers/deposits to other banks. Smart Access also excludes assisted withdrawals and
cheques written.
3. Electronic withdrawals from Pensioner Security Account, Cash Investment Account and AwardSaver Account are counted
in the following order: 1. ATM withdrawals, 2. EFTPOS transactions (purchase or withdrawals), 3. Transfers (ATM, Netbank
or Telephone Banking) and 4. Direct entry debit/periodical payments.
4. We charge a withdrawal fee when you write a cheque which is negotiated through the clearing system.
5. Existing account holders only (no longer for sale).
Part 3: Fees and charges
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42
This table shows the key fees you may be charged and whether they apply to your account. You
may be exempt from paying the Monthly account fee and/or Withdrawal fees – see ‘When you don’t
pay certain fees – products or options currently available for sale’ on pages 53 to 54. We provide
more detailed information about the individual fees on pages 45 to 51.
Save
Park/Invest
AwardSaver
5
GoalSaver
Youthsaver
NetBank Saver Cash Investment Account
–
–
–
–
$5
1
3
–
–
–
5
3
–
–
–
–
2
✔
–
–
–
✔
✔
–
–
–
✔
✔
–
✔
–
✔
✔
✔
✔
–
✔
✔
Yes, it applies to your account.
–
No, it doesn’t apply to your account.
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43
Part 3: Fees and charges
3.2 Summary of key fees and charges – products or options no longer on sale
Key fees and free withdrawals
you can make
Streamline
Pensioner
Security
Account
Assisted/
Electronic
option
1
Electronic
option
1
Passbook
option
Monthly account fee
$5
$5
–
Free withdrawals each month
Electronic withdrawals.3, 4
5
15
5
Assisted withdrawals.
2
–
2
Overdrawing approval fee
If we let you overdraw your account.
✔
✔
–
Withdrawal fee
Charged when you exceed the
number of free electronic or assisted
withdrawals set out above or write
certain cheques.
5
✔
✔
✔
Access fee
When you use other service
providers’ networks.
✔
✔
–
NetBank service fees
When you use NetBank to process
certain transactions.
✔
✔
✔
1 The Electronic Option applies automatically on eligible accounts unless you have chosen the Assisted/Electronic Option
when opening your account. You may switch from the Electronic Option to the Assisted/Electronic Option, or vice versa, at
any time. If you do this, the change will apply the following month.
2 The Monthly Account Fee does not apply to inactive Passbook Savings Accounts and inactive Savings Investment
Accounts. The Monthly Account Fee won’t be charged from the following month until a customer-initiated
transaction is made.
3 Electronic withdrawals will be counted in the order they are processed, except for withdrawals from Pensioner Security
Account and Cash Management Call Accounts which are counted in the following order: 1. ATM withdrawals,
2. EFTPOS transactions (purchase or withdrawals), 3. Transfers (ATM, NetBank or Telephone Banking) and 4. Direct entry
debit/periodical payments.
4. Excludes all ATMs and EFTPOS overseas, transfer group payments to third parties and International Money Transfers.
5 We charge a withdrawal fee when you write a cheque which is negotiated through the clearing system.
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44
This table shows the key fees you may be charged and whether they apply to your account.
You may be exempt from paying the Monthly account fee and/or Withdrawal fees – see ‘When you
don’t pay certain fees – products or options no longer available for sale’ on pages 55 to 56. We
provide more detailed information about the individual fees on pages 45 to 51.
Save
Park/Invest
Passbook Savings Account
2
Savings Investment Account
2
Cash Management Call
Account
Assisted/
Electronic
option
1
Electronic
option
1
$5
$5
$5
$5
5
5
5
15
2
2
2
–
–
–
✔
✔
✔
✔
✔
✔
–
–
✔
✔
✔
✔
✔
✔
✔
Yes, it applies to your account.
–
No, it doesn’t apply to your account.
Documents you may be interested
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