Conditions of Use Accounts and Access Important information

How our Conditions of Use Who we are become binding on you Teachers Mutual Bank Limited ABN 30 087 650 459 AFSL/Australian By opening an account or using an Credit Licence 238981. access facility you become bound by these Conditions of Use. In this document, “the Bank”, “we”, “us” and “our” means Teachers Accessing copies of this document Mutual Bank Limited; and “you” Please keep this document in a safe means a person with one or more place so you can refer to it when of our products or services. needed. Alternatively, you can view Please note: You may not be eligible and download it from our website. for all products and services. The Financial Claims Scheme In the unlikely event that a bank, Customer Owned Banking credit union or building society fails, Code of Practice the Australian Government may activate We warrant that we will comply with its guarantee scheme known as the the Customer Owned Banking Code Financial Claims Scheme (FCS). This of Practice. Please see the section enables account holders to have quick About the Customer Owned Banking access to their deposits which are Code of Practice at the end of these protected under the FCS. Funds are Conditions of Use for more details. protected to a maximum of $250,000 for each account holder per institution. ePayments Code In the case of joint accounts, each account holder is entitled to a maximum We warrant that we will comply with of $250,000. the ePayments Code. Please note that, as stated, the FCS Privacy guarantee is per account holder per institution. We operate under more We have a Privacy and Credit Reporting than one brand name but have only one Policy that sets out: banking licence. The limit of $250,000 • our obligations regarding the consequently applies to the total funds confidentiality of your personal any account holder has in deposit information and products issued by us, notwithstanding that a particular product or service may • how we collect, hold, use and disclose carry any one of our brand names. your personal information. For further information about the You can access our Privacy & Credit Scheme visit fcs.gov.au. Reporting Policy on our website. Contents

Opening and operating your accounts Accounts and access facilities 5 Children’s accounts 5 Proof of identity 6 Account details 6 Summary of accounts and access facilities 10 Joint accounts 12 Trust accounts 12 Third party authority to operate 12 Fees and charges 13 Interest 13 Interest earned 13 Tax File Numbers 13 Deposits and withdrawals 13 Debiting transactions 15 Counter withdrawals 15 Overdrawing an account 15 Sweep service 15 Cheque facility 15 Stopping a cheque 15 Overseas cheques 16 Bank cheques 16 Electronic credits 16 Direct debits 16

Other information Transaction limits 17 Statements of Account 17 How we give you notices and other communications and documents 18 Changing fees, charges, interest rates and these Conditions of Use 18 Change of name or address 18 Dormant accounts 18 Account combination 20 Blocking transactions and access to your account 20 Closing an account and cancelling access facilities 20 Complaints 20 Electronic Access Facilities and ePayments Conditions of Use

Section 1 22 Section 13 40 Information about our ePayment facilities Using the access card

Section 2 24 Section 14 40 Definitions Using your Visa outside Australia

Section 3 25 Section 15 41 Accounts and transactions Additional access card

Section 4 26 Section 16 42 When you are not liable for loss Use after cancellation or expiry of access card Section 5 26 When you are liable for loss Section 17 42 Exclusions of access card warranties Section 6 29 and representations Pass code security requirements Section 18 42 Section 7 30 Cancellation of access card or access Liability for loss caused by system to home banking service or BPAY or equipment malfunction Section 19 43 Section 8 30 Using BPAY Payments facility (“BPAY”) Network arrangements Section 20 44 Section 9 31 Processing BPAY payments Mistaken internet payments Section 21 45 Section 10 34 Future-dated BPAY payments Using electronic banking Section 22 46 Section 11 39 Consequential damage for BPAY How to report loss, theft or unauthorised payments use of your access card or pass code Section 23 46 ® Section 12 40 BPAY View special terms and conditions How to report unauthorised use Section 24 49 of electronic banking Regular payment arrangements

4 ® Registered to BPAY Pty Ltd ABN 69 079 137 518 Electronic Access Facilities and ePayments Conditions of Use Opening and operating your accounts Accounts and access facilities • Where an account is opened for a These Conditions of Use Accounts child, the child is the account owner and Access govern the use of the and legal and beneficial owner of the following range of accounts, which funds in the account, irrespective of includes transaction accounts, savings whether they are a signatory to the accounts, term deposits and these account; access facilities: • we do not open trust accounts with a child as beneficiary; • Visa card • we may set rules for the operation • Cheque facility of childrens’ accounts. • BPAY ® Opening children’s accounts • Electronic banking (for example, Details of accounts available for internet banking, mobile banking children are set out on our website. app, telephone banking) • EFTPOS and ATM access Account operating • Direct debit We may set an age under which a child who is an account owner cannot • Periodical payment act as a signatory on their account. We may refuse to provide any banking Where a child account owner is under product or service at our discretion. this age, the only signatory permitted Please refer to the table on pages is an adult relative. 10 & 11 for account types, conditions Where a child who is an account owner and access facilities. attains an age at which we determine the child may act as a signatory: Children’s accounts • the child may be added as a Special conditions relating signatory to their account; and to children’s accounts • the existing adult relative signatory Notwithstanding any other on the child’s account may remain provisions in these Conditions of Use, as such until the child attains the age the following conditions apply to of eighteen years, unless, prior to the children’s accounts: child’s eighteenth birthday, the adult • “child” or “children” means an relative is removed as a signatory. individual or individuals under the age of eighteen years;

® Registered to BPAY Pty Ltd ABN 69 079 137 518 5 Transitioning Account details From the time of opening their account Refer to the details below and the table until their eighteenth birthday, on pages 10 & 11 for the account types we may transition children through available and their access options. different account types, access facilities (including cards) and modes Introductory, bonus and of account operation. Refer to tmbank. promotional interest com.au for details. From time to time we may offer a higher Where a child who is an account owner rate or additional interest to certain attains the age of eighteen years: account holders of these accounts with respect to certain funds held within • the child (then adult) member these accounts, which will be subject becomes the sole signatory to specified criteria and for limited or on the account; specific periods of time. Where we offer • any adult relative who is a signatory higher or additional interest, it may ceases to be such and no longer be calculated and paid in a different has any operating or access rights manner to the standard interest paid on the account. on these accounts. If you make withdrawals from these Closing accounts accounts during a specified period A child’s account may be closed or you close your account before the either by: end of a specified promotional or • the child, provided they are a introductory period, you may lose signatory on their account; or your eligibility for the higher rate or additional interest. • an adult relative, where they are a signatory on the account; or Details of any offer, including eligibility • both the above. and how interest will be calculated and paid, will be publicised in promotional material and on our website during the Proof of identity relevant period. Under the Anti-Money Laundering and Counter-Terrorism Financing Act, 2006 Transaction accounts we are required to verify your identity when you open an account, when Everyday Direct account you become a signatory to an account This is a daily electronic transaction or if you are a Beneficial Owner account with a range of access (as defined). methods including Visa Debit card, cheque book, electronic banking and

6 deposit book. A staff assist fee will It is important to note that, in order apply to a staff assisted electronic to meet taxation law requirements, fund transfer or a periodical payment no interest can be paid on the credit transaction that takes place at our balance of any deposit account branches, member events and over linked to a home loan account under the phone. a mortgage offset facility. If the mortgage offset facility is cancelled for A Visa Debit card will not be issued any reason, however, interest may then where the account is two to sign, or be payable on your previously linked the account is opened as Guardianship transaction account in accordance with or with Power of Attorney. the terms and conditions applying to Not available on business accounts. that account. Bill Paying account Only one transaction account may be linked with any one home loan This account is suitable for paying account. The owner of the transaction and saving for regular bills. It allows account must be the borrower (or one you to separate your money from of the borrowers) on the home loan your other accounts to help you account. budget for your expenses. When you request us either to set up Mortgage offset facility or cancel your mortgage offset facility, If you wish to use the mortgage offset we may take up to five business days facility, you may link your eligible to effect this. transaction account to your eligible If for any reason we post to either your home loan account. home loan account or your linked Terms and conditions of the mortgage transaction account a transaction offset facility and details of how it which has an effective date prior works can be found in the Consumer to the posting date, then: Lending Terms and Conditions and the • the balance of whichever account Mortgage Offset Facility section of our to which the transaction is posted is website. Please refer to the Mortgage adjusted as from the effective date; Offset Facility section of our website • if the affected account is your home for details of: loan account, the interest charged is (a) which home loans are eligible for also adjusted as from the effective the mortgage offset facility; date; (b) which transaction accounts are eligible for the mortgage offset facility; and (c) the Offset Percentage applying at any time. 7 However: is carried forward from the previous • we can only adjust the calculations month. If all criteria are not met, for the mortgage offset facility as the standard interest rate will apply. from the effective date if such date There is a limited allocation of free falls within the same interest period withdrawals before excess usage as the transaction is posted; and applies. • if the effective date of the Mighty Saver Account transaction falls within any prior interest period, we can only adjust To open a Mighty Saver Account, the mortgage offset calculations the account holder must be aged with effect from the first day of the under 18 years of age. When the interest period in which the posting member turns 18 years of age we will is made. automatically transfer the account to (An “interest period” generally a standard Reward Saver Account as equates to a statement cycle.) soon as practicable afterwards. This account pays bonus interest Savings accounts each month, if during the month, Online Savings account and you deposit a minimum of $10, New Teacher Online Savings account no withdrawals or transfers to other accounts (internal or external) For the convenience of saving online are made and your account has a and to earn a higher interest rate than credit balance at all times. This last our transaction accounts, this account requirement means that your account can be accessed through electronic must not be overdrawn at any time banking. If the account balance is during the month, including, eg, nil for a certain amount of time, this during a day, or when the balance account may be closed. is carried forward from the previous month. If all criteria are not met, Reward Saver Account the standard interest rate will apply. This account pays bonus interest There is a limited allocation of free each month, if during the month, withdrawals before excess usage you deposit a minimum of $50, applies. no withdrawals or transfers to other accounts (internal or external) Cash Management and Edvest Cash are made and your account has a Management accounts credit balance at all times. This last With this account you can earn requirement means that your account a higher interest rate than our must not be overdrawn at any time transaction accounts and still access during the month, including, your account 24 hours a day, seven eg, during a day, or when the balance days a week via electronic banking.

8 Summer Stash account For details on available deposit This account is for saving money for periods, minimum deposit amounts the summer period. Withdrawals are and deposit amounts subject to only available between 1 November negotiation, please go to our web site. and 31 January. If withdrawals are made outside this period, the account Early withdrawal will be closed and funds transferred You cannot withdraw or transfer funds to your transaction account. from a term deposit account prior As of 3 May 2021, the Summer Stash to maturity unless you give us thirty savings account will be closed to new one days’ notice. The notice period business. Existing account owners commences on the first business can continue to use their accounts day after you give us notice. If you as normal. believe that you may have a need to immediately withdraw or transfer funds Pension Advantage account before maturity, please select a more suitable deposit product. Where you If you receive an eligible government give us notice of early withdrawal and pension or allowance, then you may the maturity date is less than thirty one be able to open a Pension Advantage days from the date of notice, we will account1. From 1 July 2018 all new not release the funds until maturity. accounts must have the eligible pension or allowance paid direct into the Upon early withdrawal or transfer, we account. Where the eligible payment will reduce the interest payable. Details is not made into the account we reserve of how we reduce interest for early the right to transfer the account into withdrawal are set out in our relevant an Online Savings account. interest rates flyer, which is available on request and our website. We may There is a limited allowance of free change these details at any time. withdrawals before excess usage An adjustment may be required where applies. we have paid interest to you prior to Term deposits you making an early withdrawal. Where an adjustment is required, Term deposits are accounts where: we will deduct the applicable amount • funds are held for fixed periods; from the deposit balance paid to you. • there are minimum deposit amounts; • deposits over a specified amount may be subject to acceptance and negotiable interest rates.

1. Please refer to our website for more detail 9 Summary of accounts and access facilities

Transaction accounts Savings accounts Term deposits

Reward Everyday Online Cash First Home Summer Pension Bill Paying Saver & Accounts Direct Savings Management Saver Stash Advantage Term deposit account Mighty Saver account account account1 Account account2 account Account

Minimum opening deposit $0 $0 $0 $0 $0 $0 $0 $0 $1,000

Interest calculated N/A N/A Daily Daily Daily Daily Daily Daily Daily

Fortnightly3, Monthly, Interest paid N/A N/A Monthly Monthly Monthly Monthly Monthly Monthly 12 monthly or at maturity

Access facilities ATM  û û û û û û û û EFTPOS  û û û û û û û û Bank@Post™  û û û û û û û û Electronic banking          Cheque book  û û û û û û û û Direct debit   û û û û û û û BPAY®   û û û û û û û Internal periodical payment   û û  û û û û Electronic funds transfer   û û û  û û û Direct credit         û Electronic deposit      û   û National Australia Bank  û û û û û û û û Our offices   4      

Sweep û5  û û  û û 6 û Link PayID         û Can receive NPP payment         û Can send NPP payment   û û û  û û û

1 Edvest Cash Management account is available to Edvest members only. 2 Existing account holders only, closed to new accounts.

10 Transaction accounts Savings accounts Term deposits

Reward Everyday Online Cash First Home Summer Pension Bill Paying Saver & Accounts Direct Savings Management Saver Stash Advantage Term deposit account Mighty Saver account account account1 Account account2 account Account

Minimum opening deposit $0 $0 $0 $0 $0 $0 $0 $0 $1,000

Interest calculated N/A N/A Daily Daily Daily Daily Daily Daily Daily

Fortnightly3, Monthly, Interest paid N/A N/A Monthly Monthly Monthly Monthly Monthly Monthly 12 monthly or at maturity

Access facilities ATM  û û û û û û û û EFTPOS  û û û û û û û û Bank@Post™  û û û û û û û û Electronic banking          Cheque book  û û û û û û û û Direct debit   û û û û û û û BPAY®   û û û û û û û Internal periodical payment   û û  û û û û Electronic funds transfer   û û û  û û û Direct credit         û Electronic deposit      û   û National Australia Bank  û û û û û û û û Our offices   4      

Sweep û5  û û  û û 6 û Link PayID         û Can receive NPP payment         û Can send NPP payment   û û û  û û û

3 Edvest members only. 4 Refer to the Fees and charges brochure for details. 5 RediCredit utilised first. 6 On request. ® Registered to BPAY Pty Ltd ABN 69 079 137 518 11 Communication prior to maturity account holders can authorise an A communication will be sent to you at internet banking transaction. least five business days prior to maturity All joint account holders must consent setting out details of your investment to the joint account being operated on and what will happen at maturity. an ‘either to sign’ basis. However, any one joint account holder can cancel Instruction to reinvest at maturity this arrangement, making it ‘all to sign’. If we have your instruction to reinvest your term deposit at maturity, a Where either a Visa Debit card, or lower interest rate may apply after cheque book is issued on a joint reinvestment. You can request a copy account, all parties to the account will of our relevant interest rate flyer at any be jointly and severally liable for any time or see our website to check our withdrawals or purchases made with prevailing rates. the card or cheque on that account. We allow a period of grace of seven days following reinvestment for you Trust accounts to withdraw or transfer your deposit You can open an account as a trust without incurring a fee or reduction account, however: in interest. • we are not taken to be aware of the terms of the trust Joint accounts • we do not have to verify that any A joint account is an account held by transactions you carry out on the two or more persons. The important account are authorised by the trust. legal consequences of holding a joint account are: You agree to indemnify us against any claim made upon us in relation to, • the right of survivorship – when or arising out of that trust. one joint holder dies, the surviving joint holders automatically take the deceased joint holder’s interest in Third party authority to operate the account You can authorise us at any time to • joint and several liability – each joint allow another person to operate on any holder is individually liable for the full of your accounts to: amount owing on the joint account. • carry out withdrawals on the account, You can operate a joint account on an for any purpose, including signing ‘all to sign’ or ‘either to sign’ basis: cheques • ‘All to sign’ means all joint • make enquiries about account account holders must sign balances and transactions on the withdrawal forms, cheques, etc; account, including any debit balance or all account holders must authorise or available credit on transaction, an internet banking transaction savings or term deposit accounts. • ‘Either to sign’ means any one joint We will need to verify this person’s account holder can sign withdrawal identity before they can access your slips, cheques, etc. or anyone of the account. 12 You are responsible for all transactions Interest earned the authorised person carries out on Interest earned on an account is income your account. You should ensure that and may be subject to income tax. the person you authorise to operate on your account is a person you trust fully. Tax File Numbers You may revoke the authorised person’s We will ask you whether you want to authority at any time by giving us disclose your Tax File Number (TFN) written notice. or exemption. If you disclose it, we will If you authorise a user to perform note your TFN against any account you transactions on an account of yours open. You do not have to disclose your to which these Conditions of Use TFN to us. If you do not, we will deduct Accounts and Access apply, then, in withholding tax from interest paid on order to transact electronically on your the account at the highest marginal account, the user must login using their rate plus the Medicare Levy. own identifier and login details. For a joint account, each holder must quote their TFN and/or exemption, Fees and charges otherwise withholding tax applies to Refer to the Fees and charges brochure all interest earned on the joint account. for current details. We may vary fees or Businesses only need to quote their charges from time to time. We will debit ABN instead of a TFN. fees and charges from your transaction account. Deposits and withdrawals Interest How to deposit Our website has information about our You can make deposits to the account: current interest rates. We may at any time: • by cash or cheque at selected offices, subject to our absolute discretion, • vary interest rates on deposit for security reasons, to impose limits accounts except for our term deposits on the amount of cash that may be which remain fixed for the agreed accepted at any time term of the deposit (unless an early withdrawal is made); • by electronic credit e.g. from a third party such as your employer, • set interest rate tiers and balance amounts above which we will not for wages or salary – please note pay any interest. that we can reverse a direct credit if we do not receive full value for the We calculate interest daily by applying electronic credit the daily interest rate to the balance • by transfer from another account with us of cleared funds in your account at the end of the day. The daily interest rate is • by transfer from another financial the relevant annual interest rate divided institution by 365. The end of the day is the time • at Bank@Post™ we set for our end of day transaction processing on your account. 13 • at National Australia Bank branches • you can minimise your risk by asking with a deposit book. Please see note. us to arrange for a special clearance. Note: Electronic deposits may not be If the cheque is subsequently processed on the same day. If your dishonoured: deposit through National Australia • we will debit the account for the Bank comprises cash and cheques, amount of the cheque please deposit cheques separately otherwise the whole deposit is treated • if this overdraws the account, you as a cheque deposit when a clearance are personally liable to pay back the period of 3 business days for National amount overdrawn. Australia Bank may apply. Cheque deposits at Bank@Post™ Cheque deposits You may not be able to draw on the All cheques for deposit can only be proceeds of cheque deposits through ™ accepted if in the name of the account Bank@Post within 7 business days holder. We may accept a cheque into because we have to allow additional a joint account which is payable to time for Australia Post to physically any one or more of the joint account deliver the cheques for collection on holders or partners of a partnership. your behalf. Cheques payable to a company or business cannot be paid into a personal How to withdraw and transfer account in any circumstances. You can make withdrawals and transfer from the account: If a cheque deposited to your account is dishonoured, putting your account • by withdrawing cash over the into debit or exceeding any credit limit counter at selected offices, subject you may have, you are responsible for to our absolute discretion, for bringing the account back into credit security reasons, to impose limits or under the credit limit. on the amount of cash which may be withdrawn at any time In certain circumstances we may • by direct debit allow you to draw on the proceeds of a cheque drawn on Australian banks, • by cheque, if your account is linked building societies and mutual entities to a cheque book before it is cleared. Please inquire when • by financial institution cheques depositing the cheque. If we allow you • via electronic banking to draw on the proceeds of the cheque • via BPAY® to make a payment immediately, we are not representing to a biller that the cheque will be honoured. • at selected ATMs, if your account You understand that: is linked to a Visa card • it is at your own risk if you draw down • via selected EFTPOS terminals, if on the proceeds of a cheque without your account is linked to a Visa card allowing at least 3 business days (note that merchants may impose ™ (7 business days for Bank@Post ) restrictions on withdrawing cash) for it to clear; 14 ® Registered to BPAY Pty Ltd ABN 69 079 137 518 • at Bank@Post™ • cash deposits and direct credits • at National Australia Bank branches Any outstanding card transactions are by cashing one of our cheques for subtracted from the available balance. up to $200. We will require acceptable proof Sweep service of your identity before processing withdrawals in person or acceptable Our sweep service automatically proof of your authorisation for other transfers funds from certain savings types of withdrawal transactions. accounts to cover most transactions which would otherwise exceed your Debiting transactions transaction account’s available balance. Sweep is not activated by an electronic We will debit transactions received on withdrawal transaction, such as ATM, any one day in the order we determine EFTPOS, Bank@Post™ or any other fees in our absolute discretion. and charges debited.

Counter withdrawals Cheque facility You can make counter withdrawals We will issue you with a cheque book in cash, at our selected offices only and authorise you to draw cheques on or by purchasing a bank cheque at all our account at the National Australia offices. Please refer to the Fees and Bank or another bank as we choose. charges brochure for any restrictions We will debit your account for the value on withdrawals applying to certain of cheques you draw. accounts. Cash limits apply, please call for details. If you have insufficient funds in your nominated account we may instruct Overdrawing an account the bank to dishonour your cheque. However, we have the discretion to You must keep sufficient cleared funds allow the cheque to be paid and in your account to cover all debit to overdraw your account for this transactions. If you do not, we can purpose. If you overdraw your account, dishonour the transaction and charge we will charge you interest and fees. dishonour fees. Please refer to page 15 for details on Alternatively, we can honour the overdrawing your account. transaction and overdraw your account. We may not give you access to the We will charge you: cheque facility if your banking history • interest at our current overdraft with us is not satisfactory or if you are rate, calculated daily on the closing under 18 years of age. balance at the end of the day • a fee for each day (or part of a day) Stopping a cheque your account is or was overdrawn. You can cancel or stop payment on Available funds are the proceeds of: a cheque before we have paid it, • cheque deposits to your account however, you will be charged the (once the cheque is cleared) National Australia Bank dishonour 15 fee. To do so, contact us and provide Direct credits (which do not include your name, membership number and NPP Payments received for your cheque details. If the cheque has account) received daily are processed already been presented and paid, no later than 9am the next working day. we cannot stop payment on it. NPP Payments received for your account will be credited to your account Overseas cheques as soon as reasonably practicable. Cheques drawn on an overseas institution have longer clearance We are not liable for any delay in the periods and proceeds may not crediting of your payment to your necessarily be credited to your account nominated account. until cleared. These clearance times are Payments made to accounts in error subject to change without notice. may be recalled by the remitting institution. We do not accept liability Bank cheques for funds credited in error to accounts This is a cheque made payable to the due to incorrect account number and/ payee you nominate. You can purchase or account name being supplied by bank cheques from us at our offices. the remitter. If a bank cheque is lost or stolen, you • Where there are sufficient funds to can ask us to stop payment on it. cover the recalled amount, We will You will need to complete a form of debit the account credited for the request, giving us evidence of the loss amount of the incorrect credit or theft of the cheque, which will also • Where there are insufficient funds have to give us an indemnity to protect to cover the recalled amount, the us if someone else claims that you member agrees to incur and repay wrongfully authorised us to stop the the debt up to the amount of the cheque. recalled amount and any associated fees incurred in retrieving these We cannot stop payment on a bank funds where the amount exceeds cheque if you used the cheque to the balance of the account credited. buy goods or services and you are not happy with them. You must seek Payments received with invalid account compensation or a refund directly from details will be either credited to the the provider of the goods or services. correct account, where the account can You should contact a Government be identified, or returned to the remitter. Consumer Agency if you need help. Direct debits Electronic credits You can authorise a participating Electronic credits to your account are remitter to debit amounts from your credited to your account in accordance account, as and when you owe those with our obligations under the rules, amounts to the remitter. The remitter regulations and procedures of the will provide you with a Direct Debit payment or funds transfer system that the Request (DDR) Service Agreement for electronic credit was received through. you to complete and sign to provide 16 them with this authority. To cancel the DDR Service Agreement, For joint accounts, we will give the first you can contact either the remitter or account holder a statement of account. us. If you contact us we will promptly A second or additional account stop the facility. We suggest that you holder may also request to be given a also contact the remitter. statement of account. Where we give a second or additional account holder a If you believe a direct debit initiated statement of account, the first account by a remitter is wrong you should holder may request to no longer be contact the remitter to resolve the given a statement of account. issue. Alternatively, you may contact us. If you give us the information we You may elect to also be sent require we will forward your claim to the statements of account in paper form remitter. However, we are not liable to by post at any time by changing your compensate you for your remitter’s error. communication preference in internet banking or contacting us. If you make If you set up the payment on your this election, the Paper Statement Visa card, please contact us directly Fee specified in the Fees and Charges about unauthorised or irregular debits. brochure will be payable and you will We can cancel your direct debit facility, also be taken to have elected to receive in our absolute discretion, if 3 notices and other communications consecutive direct debit instructions and documents relating to all your are dishonoured. If we do this, remitters deposit accounts and credit contracts, will not be able to initiate a direct debit except credit card contracts, and these from your account under their DDR Conditions of Use in paper form by Service Agreement. Under the terms post. If you have not given us electronic of their DDR Service Agreement, the contact details, we may treat you as remitter may charge you a fee for each having elected to receive statements of dishonour of their direct debit request. account in paper form by post until you provide electronic contact details to us. Unless you have elected to receive Other information statements of account in paper form by Transaction limits post, we will notify you electronically (for example by email, SMS text Refer to our Fees and charges message, message in internet banking, brochure for details. message in our mobile banking Statements of Account application) when we make a new statement of account available for you We will give you a statement of account in internet banking. at least every six months where there is any financial activity or a balance on Even when you have elected to receive your account by making it available for statements of account in paper form by you to view and download in internet post, we may notify you electronically banking. when we make a new statement of A statement of account includes all your account available for you in internet deposit accounts and credit contracts, banking. except credit card contracts. 17 You should check each statement of preference in internet banking or account as soon as you receive it and contacting us. If you make this election, immediately tell us of any entry in the you will also be taken to have elected statement which you dispute. to receive statements of account for all your deposit accounts and credit You may request a copy of any contracts, except credit card contracts, statement of account at any time in paper form by post and the Paper subject to any fee payable under Statement Fee specified in the Fees these Conditions of Use. and Charges brochure will apply. If you have not given us electronic contact How we give you notices and details, we may treat you as having other communications and elected to receive notices and other documents communications and documents in We may give you notices and other paper form by post until you provide communications and documents electronic contact details to us. relating to your account and access Even when you have elected to receive facilities and these Conditions of Use in notices and other communications any way allowed by law, the Customer and documents in paper form by Owned Banking Code of Practice and post, we may also give them to you the ePayments Code (where those electronically. codes apply). Subject to any applicable legal Changing fees, charges, requirements and any applicable interest rates and these provisions of the Customer Owned Conditions of Use Banking Code of Practice and the We may change fees, charges, interest ePayments Code, you agree that we rates and Conditions of Use. The table may give you written notices and other on page 19 sets out how we will notify communications and documents: you of any change. • by post; • electronically (for example: by email, Change of name or address SMS text message, message or If you change your name, phone, email, notification in internet banking or address or contact details you must let in our mobile banking application, us know immediately. publishing it on our website and notifying you that it is available); Dormant accounts • by including it in or with a statement of account; or If no transactions are carried out on your account for at least 12 months (other • by national media advertisement. than transactions initiated by us, such You may elect to receive notices and as crediting interest or debiting fees and other communications and documents charges) we may write to you asking we are required to give you in writing if you want to keep the account open. in paper form by post at any time If you do not reply we will treat your by changing your communication account as dormant. 18 Minimum number Type of change Method of days notice Increasing any fee or charge 30 days In writing, electronically or by national media advertisement Adding a new fee or charge 30 days In writing or electronically

Changing interest rates Day of change In writing, electronically or by national media advertisement Changing the method by which 20 days In writing or electronically interest is calculated

Changing the frequency with 20 days In writing or electronically which interest is credited or debited Changing the minimum balance 20 days In writing or electronically to which an account keeping fee applies or reducing the number of fee-free transactions permitted on the account

Changing the balance ranges 20 days In writing or electronically within which interest rates apply

Increasing your liability for losses 20 days In writing or electronically in relation to EFT transactions

Imposing, removing or adjusting 20 days In writing or electronically daily or periodic limits in relation to EFT transactions Note: If you do not want your daily limit on transactions via BPAY ®, Visa card to be increased, you must notify us before the effective date of the change.

Changing any other condition Day of change In writing, electronically of use or by national media advertisement

® Registered to BPAY Pty Ltd ABN 69 079 137 518 19 Once your account becomes dormant, Blocking transactions and we may: access to your account • charge an Inactive Client Administration fee We may suspend your right to perform transactions at any time without prior • stop paying interest or reduce the notice if we reasonably suspect that amount of interest. your account is being used or operated For most accounts, if your account on in a fraudulent or improper manner remains dormant for 7 years, we have or if we reasonably believe that a legal obligation to remit balances suspension is necessary to protect the exceeding $500 to the Australian security or integrity of our systems or government as unclaimed money. to prevent you or us suffering any loss or damage. Account combination If any of these circumstances apply, we If you have more than one account may also block access to your account. with us, we may apply the credit balance of any of your accounts to any We will not be liable to you or any other account of yours, the balance of other party on any basis for any which is: decision we make in good faith under this provision. • in debit and there is no approved credit limit; or Closing an account and • in debit and is in excess of the cancelling access facilities approved credit limit; or • in a loan account or credit facility By you: where default has occurred and the You can close your account at any time, full amount owing under the loan or subject to the following conditions: facility has become due and payable. • If your account is in credit, we will pay We may also combine your accounts the balance to you. You must return (whether deposit or loan accounts) any access cards and unused cheque on termination of your membership. books to us. We may withhold We may do this so long as where sufficient funds to cover payment combining accounts would not breach of any pending or outstanding the Code of Operation for Centrelink transactions, fees and charges; Direct Credit Payments. • If your account is in debit, you must pay to us the outstanding balance, We may close all or any of your plus the amount of any pending or accounts after combination. We will outstanding transactions, accrued give you written notice promptly after interest and fees and charges before exercising any rights. we will close your account;

20 • We may delay closure if there are Complaints any uncleared funds. Closure will We have a dispute resolution system to be effected once we are satisfied deal with any complaints you may have that all funds are cleared; in relation to your account and access • Please note that if any cheques or facilities. Our dispute resolution policy electronic transactions (an example requires us to deal with any complaint is direct debits) are presented after efficiently, speedily and sympathetically. the closure of your account, such If you are not satisfied with the way in items will be dishonoured. which we resolve your complaint, or if You can cancel any access facility we do not respond speedily, you may on request at any time. refer the complaint to our external dispute resolution centre. By us: Our external dispute resolution In addition to our rights of account provider is the Australian Financial combination, we may close your Complaints Authority (AFCA). AFCA account and cancel your access provides fair and independent financial facilities: services complaint resolution that • in our absolute discretion by giving is free to consumers. you 14 days’ notice in writing; Website: www.afca.org.au • at any time without prior notice if we Email: [email protected] reasonably suspect your account is being used or operated on in illegal, Telephone: 1800 931 678 (free call) fraudulent or improper manner or if In writing: GPO Box 3 Melbourne, we believe that closure is necessary VIC 3001. to protect the security or integrity of our systems or to prevent you or us If you want to make a complaint, suffering any loss or damage. contact our staff at our offices. Our staff have a duty to deal with your complaint After closure, we will pay you the under our dispute resolution policy. credit balance of your account after Our staff must also advise you about deducting any outstanding fees and our complaint handling process and the charges together with any other timetable for handling your complaint. amounts to which we are entitled We also have a dispute resolution and being satisfied that there are no guide available to you on request. uncleared funds. We will not be liable to you or any other party on any basis for a decision made by us in good faith to close an account and cancel access facilities.

21 Electronic Access Facilities and ePayments Conditions of Use Section 1 examples of security measures only and will not determine your liability for Information about our any losses resulting from unauthorised ePayment facilities ePayments. Liability for such transactions You should follow the guidelines will be determined in accordance with in the box below to protect against the ePayments Conditions of Use and unauthorised use of your access card the ePayments Code. and pass code. These guidelines provide

Important information you need to • Use care to prevent anyone seeing the know before using a device to make pass code being entered on a device. electronic payments • Keep a record of the VISA card • Sign the access card as soon as you number and the VISA Card Hotline receive it. telephone number for your area with • Familiarise yourself with your your usual list of emergency phone obligations to keep your access card numbers. and pass codes secure. • Check your statements regularly for • Familiarise yourself with the steps any unauthorised use. you have to take to report loss or • Immediately notify us when you theft of your access card or to report change your address. unauthorised use of your access card, • ALWAYS access the electronic banking BPAY® or phone or internet banking. service only using the OFFICIAL • If you change a pass code, do not mobile banking apps, phone numbers select a pass code which represents and URL addresses. your birth date or a recognisable part • If accessing electronic banking on of your name. someone else’s PC, laptop, tablet • Never write the pass code on the or mobile phone, ALWAYS DELETE access card. your browsing history • Never write the pass code on anything • ALWAYS REJECT any request to which is kept with or near the access provide or to confirm details of your card. pass code. We will NEVER ask you • Never lend the access card to anybody. to provide us with these details. • Never tell or show the pass code to If you fail to ensure the security of another person. your access card, access facility and pass codes you may increase your liability for unauthorised transactions.

22 ® Registered to BPAY Pty Ltd ABN 69 079 137 518 These ePayment Conditions of Use govern all electronic transactions made Important information about using any one of our access cards disputed transactions for VISA or facilities, listed below: Cards If you believe a Visa Card • Visa Card transaction was: • BPAY® • unauthorised; • Electronic banking • for goods or services and the You can use any of these electronic merchant did not deliver them; access facilities to access an account, or as listed in the Summary of accounts • for goods and services which and of access facilities did not match the description provided by the merchant, Visa Card then you can ask us to dispute and Visa Card allows you to make payments seek a reversal of the transaction at any retailer displaying the Visa Card (sometimes referred to as a logo, anywhere in the world. You can “chargeback”), by reversing the also withdraw cash from your account, payment to the merchant’s financial anywhere in the world, using an ATM institution. However, we can only do displaying the Visa Card logo. We will so if you inform us of the disputed provide you with a PIN to use with your transaction within the timeframe Visa Card. Visa Card also allows you to determined by Visa. use an ATM to: Currently the shortest cut-off time • check your account balances for notifying a dispute and seeking • withdraw cash from your account a reversal is 45 days after the • transfer money between accounts transaction, although longer periods may apply in particular circumstances. • deposit cash or cheques into your account (at select ATMs only). You are not able to reverse a transaction authenticated using We may choose not to give you a Visa Visa Secure unless we are liable Card if your banking history with us is as provided in the ePayments not satisfactory or if you are under 13 Conditions of Use. years of age. You should inform us as soon as possible if you become aware of circumstances which might entitle you to a reversal of a transaction and let us have the cardholder’s copy of the Visa transaction receipt in question.

® Registered to BPAY Pty Ltd ABN 69 079 137 518 23 Section 2 Examples include an account number or member number. Definitions k) manual signature means a a) access card means an ATM card, handwritten signature, including a debit card or credit card and signature written on paper and a includes our Visa Card signature written on an electronic b) ATM means automatic teller tablet machine l) Mistaken Payment has c) business day means a day that is the meaning provided in section not a Saturday, a Sunday or a public 9 (Mistaken Payments) holiday or bank holiday in the place m) NPP means the New Payments concerned Platform operated by or on behalf d) Cut Off Time means 5pm in New of NPP Australia Ltd South Wales n) NPP Payment means a payment e) device means a device we give to settled and cleared through the a user that is used to perform a NPP and includes Fast Payments transaction. Examples include: and Osko Payments i) ATM card o) Osko means the ‘Osko’ payment ii) debit card or credit card service operated by BPAY Pty Ltd iii) token issued by us that p) Osko Payment means a payment generates a pass code made using Osko f) EFTPOS means electronic funds q) pass code means a password transfer at the point of sale – a or code that the user must keep network for facilitating transactions secret, that may be required to at point of sale authenticate a transaction or user. A pass code may consist of g) electronic banking means for numbers, letters, a combination example, internet banking, mobile of both, or a phrase. Examples banking app, telephone banking include: h) facility means an arrangement i) personal identification number through which you can perform (PIN) transactions ii) electronic banking password i) Fast Payment means an NPP Payment that is not an Osko iii) code generated by a security Payment token. j) identifier means information that A pass code does not include a user: a number printed on a device (e.g. a security number printed i) knows but is not required to on a credit or debit card). keep secret, and r) PayID means a PayID which has ii) must provide to perform a been created in the PayID service transaction component of the NPP. 24 s) PayID Name means the PayID Section 3 Name that is recorded in the PayID service component of the NPP for Accounts and transactions a PayID. 3.1 If you authorise a user to perform t) regular payment arrangement transaction on an account of means either a recurring or an yours to which these ePayments instalment payment agreement Conditions of Use apply, then, between you (the cardholder) in order to perform transactions and a Merchant in which you have on that account, the user must preauthorised the Merchant to bill login using their own identifier your account at predetermined and login details. intervals (eg. monthly or quarterly) 3.2 These ePayment Conditions of Use or at intervals agreed by you. The apply to payment, funds transfer amount may differ or be the same and cash withdrawal transactions for each transaction. that are: u) transaction means a transaction to a) initiated using electronic which these ePayment Conditions equipment, and of Use apply, as set out in Section 3 b) not intended to be authenticated v) unauthorised transaction means by comparing a manual signature a transaction that is not authorised with a specimen signature. by a user 3.3 These ePayment Conditions of Use w) user means you or an individual apply to the following transactions: you have authorised to perform a) electronic card transactions, transactions on your account, including ATM, EFTPOS, credit including: card and debit card transactions i) a third party signatory to your that are not intended to be account authenticated by comparing ii) a person you authorise us to a manual signature with a issue an additional card to specimen signature x) we, us, or our means Teachers b) electronic banking transactions Mutual Bank Limited and bill payment transactions y) you means the person or persons c) online transactions performed in whose name an Account and using a card number and expiry Access Facility is held and, where date the context permits, a user. d) online bill payments (including BPAY) e) direct debits.

25 Section 4 4.3 You are not liable for loss arising from an unauthorised transaction When you are not liable for loss where it is clear that a user has not 4.1 You are not liable for loss arising contributed to the loss. from an unauthorised transaction 4.4 In a dispute about whether a user if the cause of the loss is any of received a device or pass code: the following: a) there is a presumption that the a) fraud or negligence by our user did not receive it, unless employee or agent, a third we can prove that the user did party involved in networking receive it arrangements, or a merchant b) we can prove that a user or their employee or agent received a device or pass b) a device, identifier or pass code code by obtaining an which is forged, faulty, expired acknowledgement of receipt or cancelled from the user c) a transaction requiring the use c) we may not rely on proof of of a device and/or pass code delivery to a user’s correct that occurred before the user mailing or electronic address received the device and/or pass as proof that the user received code (including a reissued device the device or pass code. and/or pass code) d) a transaction being incorrectly Section 5 debited more than once to the same facility When you are liable for loss e) an unauthorised transaction 5.1 If Section 4 does not apply, you performed after we have been may only be made liable for losses informed that a device has been arising from an unauthorised misused, lost or stolen, or the transaction in the circumstances security of a pass code has been specified in this Section 5. breached. 5.2 Where we can prove on the 4.2 You are not liable for loss arising balance of probability that a user from an unauthorised transaction contributed to a loss through that can be made using an fraud, or breaching the pass code identifier without a pass code or security requirements in Section 6: device. Where a transaction can a) you are liable in full for the be made using a device, or a actual losses that occur before device and an identifier, but does the loss, theft or misuse of a not require a pass code, you are device or breach of pass code liable only if the user unreasonably security is reported to us delays reporting the loss or theft of the device.

26 b) you are not liable for the portion incorporates reasonable safety of losses: standards that mitigate the risk i) incurred on any one day that of a card being left in the ATM. exceeds any applicable daily Note: Reasonable safety standards transaction limit that mitigate the risk of a card being ii) incurred in any period that left in an ATM include ATMs that exceeds any applicable capture cards that are not removed periodic transaction limit after a reasonable time and ATMs iii) that exceeds the balance that require a user to swipe and on the facility, including any then remove a card in order to pre-arranged credit commence a transaction. iv) incurred on any facility that 5.5 Where we can prove, on the we and you had not agreed balance of probability, that a user could be accessed using the contributed to losses resulting from device or identifier and/or an unauthorised transaction by pass code used to perform unreasonably delaying reporting the transaction. the misuse, loss or theft of a device, or that the security of all 5.3 Where: pass codes has been breached, a) more than one pass code you: is required to perform a a) are liable for the actual losses transaction; and that occur between: b) we prove that a user breached i) when the user became aware the pass code security of the security compromise, requirements in Section 6 for or should reasonably have one or more of the required pass become aware in the case of a codes, but not all of the required lost or stolen device, and pass codes you are liable under clause 5.2 only if we also prove ii) when the security compromise on the balance of probability was reported to us that the breach of the pass code b) are not liable for any portion of security requirements under the losses: Section 6 was more than i) incurred on any one day that 50% responsible for the losses, exceeds any applicable daily when assessed together with transaction limit all the contributing causes. ii) incurred in any period that 5.4 You are liable for losses arising exceeds any applicable from unauthorised transactions that periodic transaction limit occur because a user contributed iii) that exceeds the balance to losses by leaving a card in on the facility, including any an ATM, as long as the ATM pre-arranged credit

27 iv) incurred on any facility that we b) the fact that a facility has been and you had not agreed could accessed with the correct be accessed using the device device and/or pass code, while and/or pass code used to significant, does not, of itself, perform the transaction. constitute proof on the balance of probability that a user Note: You may be liable under contributed to losses through clause 5.5 if you were the user fraud or a breach of the pass who contributed to the loss, code security requirements or if a different user contributed in Section 6 to the loss. c) the use or security of any 5.6 Where a pass code was required information required to perform to perform an unauthorised a transaction that is not required transaction, and clauses 5.2-5.5 do to be kept secret by users (for not apply, you are liable for the example, the number and expiry least of: date of a device) is not relevant a) $150, or a lower figure to a user’s liability. determined by us 5.8 If a user reports an unauthorised b) the balance of the facility or transaction on a credit card facilities which we and you have account, debit card account or agreed can be accessed using charge card account we will not the device and/or pass code, hold you liable for losses under including any prearranged credit Section 5 for an amount greater c) the actual loss at the time than your liability if we exercised that the misuse, loss or theft any rights we had under the rules of a device or breach of pass of the card scheme at the time the code security is reported to us, report was made, against other excluding that portion of the parties to the scheme (for example, losses incurred on any one day charge-back rights). which exceeds any relevant daily This clause does not require us to transaction or other periodic exercise any rights we may have transaction limit. under the rules of the card scheme. 5.7 In deciding whether on the balance However, we cannot hold you liable of probabilities we have proved that under this clause for a greater a user has contributed to losses amount than would apply if we under clauses 5.2 and 5.5: had exercised those rights. a) we must consider all reasonable evidence, including all reasonable explanations for the transaction occurring

28 Section 6 a) hiding or disguising the pass code record among other records Pass code security requirements b) hiding or disguising the pass 6.1 Section 6 applies where one or code record in a place where more pass codes are needed to a pass code record would not perform a transaction. be expected to be found 6.2 A user must not: c) keeping a record of the pass code record in a securely locked a) voluntarily disclose one or more container pass codes to anyone, including a family member or friend d) preventing unauthorised access to an electronically stored record b) where a device is also needed to of the pass code record. perform a transaction, write or record pass code(s) on a device, This list is not exhaustive. or keep a record of the pass 6.4 A user must not act with extreme code(s) on anything: carelessness in failing to protect i) carried with a device the security of all pass codes where ii) liable to loss or theft extreme carelessness means a simultaneously with a device degree of carelessness that greatly unless the user makes a exceeds what would normally be reasonable attempt to protect considered careless behaviour. the security of the pass code Note 1: An example of extreme c) where a device is not needed carelessness is storing a user name to perform a transaction, keep and pass code for internet banking a written record of all pass codes in a diary, mobile phone, tablet required to perform transactions or computer that is not password on one or more articles liable to protected under the heading be lost or stolen simultaneously, ‘Internet banking codes’. without making a reasonable attempt to protect the security Note 2: For the obligations applying of the pass code(s). to the selection of a pass code by a user, see clause 6.5. 6.3 For the purpose of clauses 6.2(b)–6.2(c), a reasonable attempt 6.5 A user must not select a numeric to protect the security of a pass pass code that represents their code record includes making any birth date, or an alphabetical pass reasonable attempt to disguise code that is a recognisable part of the pass code within the record, their name, if we have: or prevent unauthorised access to a) specifically instructed the user the pass code record, including by: not to do so b) warned the user of the consequences of doing so.

29 6.6 The onus is on us to prove, on the 7.2 Where a user should reasonably balance of probability, that we have have been aware that a system or complied with clause 6.5. equipment provided by any party to a shared electronic network was 6.7 Where we expressly authorise unavailable or malfunctioning, particular conduct by a user, either our liability is limited to: generally or subject to conditions, a user who engages in the conduct, a) correcting any errors complying with any conditions, b) refunding any fees or charges does not breach the pass code imposed on the user. security requirements in Section 6. 6.8 Where we expressly or implicitly Section 8 promote, endorse or authorise Network arrangements the use of a service for accessing a facility (for example, by hosting 8.1 We must not avoid any obligation an access service on our electronic owed to you on the basis that: address), a user who discloses, a) we are a party to a shared records or stores a pass code that electronic payments network is required or recommended for the purpose of using the service does b) another party to the network not breach the pass code security caused the failure to meet the requirements in Section 6. obligation. 8.2 We must not require you to: Section 7 a) raise a complaint or dispute about the processing of a Liability for loss caused by system transaction with any other party or equipment malfunction to a shared electronic payments 7.1 You are not liable for loss caused network by the failure of a system or b) have a complaint or dispute equipment provided by any party investigated by any other party to a shared electronic network to to a shared electronic payments complete a transaction accepted network. by the system or equipment in accordance with a user’s instructions.

30 Section 9 d) unintended recipient means the recipient of funds as a result of Mistaken internet payments a mistaken internet payment 9.1 In this Section 9: 9.2 When you report a mistaken a) direct entry means a direct debit internet payment, we must or direct credit but does not investigate whether a mistaken include NPP Payments. internet payment has occurred. b) mistaken internet payment 9.3 If we are satisfied that a mistaken means a payment by a ‘user’ (as internet payment has occurred, defined by the ePayments Code): we must send the receiving ADI a • through a ‘Pay Anyone’ request for the return of the funds internet banking facility and Note: Under the ePayments Code, processed by an ADI which has the receiving ADI must within 5 subscribed to the ePayments business days: Code through direct entry i) acknowledge the request by where funds are paid into the the sending ADI for the return account of an unintended of funds, and recipient because the user enters or selects a Bank/State/ ii) advise the sending ADI whether Branch (BSB) number and/or there are sufficient funds in identifier that does not belong the account of the unintended to the named and/or intended recipient to cover the mistaken recipient as a result of the internet payment. user’s error or the user being 9.4 If we are not satisfied that a advised of the wrong BSB mistaken internet payment has number and/or identifier; or occurred, we will not take any • that is an NPP Payment which, further action. as a result of the user’s error, is 9.5 We must inform you of the directed to the wrong account. outcome of the reported mistaken This does not include payments internet payment in writing and made using BPAY. within 30 business days of the day c) receiving ADI means an ADI on which the report is made. whose customer has received an internet payment

31 9.6 You may complain to us about how the report is dealt with, including Information about a receiving ADI’s that we and/or the receiving ADI: obligations after we request return of funds a) are not satisfied that a mistaken internet payment has occurred The information set out in this box is to explain the process for retrieving b) have not complied with the mistaken payments under the ePayments processes and timeframes set Code, setting out what the processes out in clauses 9.2-9.5, or as are, and what you are entitled to do. described in the box below. This information does not give you 9.7 When we receive a complaint under any contractual entitlement to recover clause 9.6 we must: the mistaken payment from us or to a) deal with the complaint under recover the mistaken payment from our internal dispute resolution the receiving ADI. procedures • Process where funds are available & b) not require you to complain to report is made within 10 business days the receiving ADI. • If satisfied that a mistaken internet payment has occurred, after 9.8. If you are not satisfied with the receipt the receiving ADI must outcome of a complaint, you are return the funds to the sending able to complain to our external ADI, within 5 business days of dispute resolution scheme receiving the request from the provider. sending ADI if practicable or such Note: If we are unable to return funds longer period as is reasonably to you because the unintended necessary, up to a maximum of recipient of a mistaken internet 10 business days. payment does not cooperate, you • If not satisfied that a mistaken can complain to our external dispute internet payment has occurred, the resolution scheme provider. receiving ADI may seek the consent of the unintended recipient to return the funds to the holder. • After receipt the sending ADI must return the funds to the holder as soon as practicable. • Process where funds are available & report is made between 10 business days & 7 months • The receiving ADI must complete its investigation into the reported mistaken payment within 10 business days of receiving the request. 32 • If satisfied that a mistaken • If the receiving ADI is satisfied internet payment has occurred, that a mistaken internet the receiving ADI must: payment has occurred, it a) prevent the unintended must seek the consent of the recipient from withdrawing the unintended recipient to return funds for 10 further business the funds to the user. days, and • If not satisfied that a mistaken b) notify the unintended internet payment has occurred, recipient that it will withdraw the receiving ADI may seek the funds from their account, the consent of the unintended if the unintended recipient recipient to return the funds to does not establish that they the holder. are entitled to the funds within • If the unintended recipient 10 business days commencing consents to the return of the on the day the unintended funds: recipient was prevented from a) the receiving ADI must return withdrawing the funds. the funds after receipt to the • If the unintended recipient does sending ADI, and not, within 10 business days, b) after receipt, the sending ADI establish that they are entitled must return the funds to the to the funds, the receiving ADI holder as soon as practicable. must return the funds to the • Process where funds are not available sending ADI within 2 business days after the expiry of the 10 • Where the sending ADI and the business day period, during receiving ADI are satisfied that which the unintended recipient a mistaken internet payment is prevented from withdrawing has occurred, but there are the funds from their account. not sufficient credit funds available in the account of the • If the receiving ADI is not unintended recipient to the full satisfied that a mistaken value of the mistaken internet internet payment has occurred, payment, the receiving ADI must it may seek the consent of the use reasonable endeavours unintended recipient to return to retrieve the funds from the the funds to the holder. unintended recipient for return • After receipt the sending ADI to the holder (for example, by must return the funds to the facilitating repayment of the funds holder as soon as practicable. by the unintended recipient by • Process where funds are available instalments). and report is made after 7 months

33 Section 10 instruction. You must cancel the instruction if the PayID Name Using electronic banking that we display to you as being 10.1 We do not warrant that: registered to the PayID is not the intended recipient. a) the information available to you about your accounts through 10.5 Where we allow you to include a our electronic banking service is transfer reference or description with always up to date; a transfer, you must ensure it does not contain, reference or link to: b) you will have 24 hours a day, 7 days per week, access to • any swearing, profanity, offensive, electronic banking. discriminatory, threatening or abusive content; c) data you transmit via electronic banking is totally secure. • any information that is confidential or must be kept External transfers secret; 10.2 When you tell us to transfer funds • sensitive personal information to another person using electronic of any person (including banking, you must provide us information or an opinion with the information we request about a person’s racial or including the details for the ethnic origin, political opinions account to which the funds are or membership of a political being transferred which can be: association, religious beliefs or affiliations, philosophical beliefs, • the BSB number and the membership of a professional or account number for the trade association, membership account; or of a trade union, sexual • a PayID which has been created orientation or practices, criminal for the account. record, health information); 10.3 You must ensure that the BSB • anything which infringes the and account number or PayID you intellectual property rights of tell us are correct. We will not be any person; or liable for any loss you suffer as a • anything which is illegal or seeks result of you telling us the wrong to promote illegal activity. information. Where we consider it appropriate to 10.4 If you instruct us to transfer funds do so, we may disclose the information using a PayID, and we display the you include in a transfer reference PayID Name registered to that or description to appropriate law PayID to you, you must ensure that enforcement authorities or, in the case the name reasonably represents of personal information about another the intended recipient of the person, to the person the personal funds before you confirm your information relates to.

34 You should keep in mind that any 10.11 Subject to the events described transfer reference or description you in Clause 10.21, where we include with a transfer will be able to process a transfer as an Osko be seen by all accountholders for the Payment, we will process the recipient account. transfer immediately and the 10.6 We are not required to process a funds will usually be available to transfer if you do not give us all the payee immediately. the required information or if any 10.12 You can see within your internet of the information you give us is banking records details of Osko inaccurate or incomplete. Payments we have processed on 10.7 Subject to the events described your behalf including whether in Clause 10.21, we will an Osko Payment has been immediately debit the amount successfully processed or has of a transfer and any applicable failed for any reason. fees to your nominated account 10.13 We will tell you if, for any reason, when we accept your transfer we cease to be able to offer you instruction. Osko Payments. 10.8 A transfer instruction you give us using electronic banking is 10.14 Where we process a transfer irrevocable and you cannot stop as an Osko Payment, we may or cancel a transfer instruction need to disclose your personal once we have accepted it. information to BPAY Pty Ltd, the operator of Osko. By requesting Processing of External Transfers a transfer, you consent to 10.9 Where it is possible to effect a us disclosing your personal transfer through different payment information to Osko and such channels or systems, we may other Osko participants as choose, in our discretion, which necessary to effect the transfer payment channel or system to use. as an Osko Payment. Osko Payments Fast Payments 10.10 If the financial institution at which the recipient account is held is 10.15 Where we cannot process a an Osko subscriber and advises transfer as an Osko Payment, us that the recipient account is we may still be able to process able to receive Osko Payments, as a Fast Payment, if the financial we may process the transfer as institution at which the recipient an Osko Payment. We will tell you account is held is able to receive if your transfer is being sent as NPP Payments. an Osko Payment at the time we accept your instruction.

35 10.16 Subject to the events described Delays in Clause 10.21, where we 10.21 Delays may occur in processing process a transfer as a Fast transfers where: Payment, we will process the transfer immediately and • we experience a services the funds will be available to disruption or systems outage the recipient as soon as the which prevents us or our recipient’s financial institution service providers from makes them available. processing transfers; 10.17 Where possible, we may show • we are required to delay you in internet banking if a processing a transfer to transfer we have processed as a comply with any applicable Fast Payment is successful or fails. laws (including any laws in relation to anti-money Other transfers laundering and sanctions); 10.18 Where we do not send a transfer • you fail to comply with any as an Osko Payment or a Fast of your obligations under any Payment we will send it as a relevant terms and conditions; standard transfer. • the financial institution at which the recipient account 10.19 Where we process a transfer as a is held or the recipient fails to standard transfer: comply with their obligations • If you instructed us on a or is experiencing a services business day (in New South disruption which prevents Wales), before the Cut Off them from processing Time, we will generally process transfers; it on that day; and • the financial institution at • If you instruct us after the Cut which the recipient account Off Time, or on a day that is is held decides to delay not a business day (in New processing; or South Wales), we will process • we delay processing to it on the next business day. investigate and review the 10.20 Funds sent by standard transfer transfer instruction to ensure will generally not be available to it is not fraudulent, illegal or the recipient until 1-2 business improper or to confirm that it days after the day we process has been properly authorised the transfer. by you. • an account is operated on a two or more to sign basis and a transaction has been initiated by one of the signatories using internet 36 banking, but we have not part of processing the transfer, received authorisation we will not credit your account from the other signatory with the amount until the funds or signatories. have been returned to us from the other financial institution. 10.22 We will not be liable to you for any delay in a transfer being Mistakes and Issues with transfers processed or the funds being 10.26 If you make a transfer and later received by the recipient for discover that: any reason. • the amount you transferred was Suspension of the transfers greater than the amount you 10.23 We may suspend your right needed to pay, you must contact to make transfers using electronic the recipient to obtain a refund banking at any time without prior of the excess. If we processed notice to you if you are suspected the transfer as an NPP Payment, of acting in an illegal, fraudulent we may be able to request that or improper manner or if we the funds, or just the overpaid believe doing so is necessary to amount, be returned on your protect the security or integrity of behalf if you ask us to do so. our systems or to prevent you or However, the amount may us suffering any loss or damage. not be returned to you unless the recipient consents to their Transaction limits financial institution returning the 10.24 We may decline any transfer funds; or request or instruction from you • the amount you transferred where accepting it would cause was less than the amount you you to exceed any applicable needed to pay, you will need to transaction or period limit we have make another transfer for the imposed. Please refer to the Fees difference between the amount and charges brochure for details you actually transferred and the of current transaction limits. amount you needed to pay.

Failed transfers 10.27 You should notify us immediately if you think that: 10.25 If we are advised that a transfer cannot be processed or it fails • you have made a mistake and cannot be completed for when transferring funds; any reason we will advise you of • you did not authorise a this where practicable and credit transfer that has been debited your account with the amount to your account or you think debited in relation to the transfer. a transfer has not been Where we have transferred funds processed in accordance with to another financial institution as your instructions;

37 • you become aware that Refunds and chargebacks a transfer made using a 10.32 Except as provided in Section PayID from your account 9 (Mistaken Internet Payments) was directed to an incorrect and clause 10.29 above, refunds recipient; or cannot be processed in respect • you were fraudulently induced of funds transferred by electronic to make a transfer. banking. The timing of your report may 10.33 Where a transfer has been impact on our ability to assist you correctly completed but you have to recover funds (where possible). a dispute with the recipient, you 10.28 See section 9 for information will need to resolve the dispute about how Mistaken Internet directly with that person. Payments will be dealt with. 10.34 No “chargeback” rights are 10.29 Where we consider it appropriate available in relation to funds and we are reasonably able to transferred by electronic banking, do so, we may request that the even if the transfer has been financial institution to whom the made from a credit card account funds were transferred returns or another account with an the funds to us, on your behalf. access card linked to it. However, depending on the circumstances, the financial institution may not return the funds to us unless the recipient consents. 10.30 Where the transferred funds are returned to us, we will credit them to your account and make them available to you as soon as practicable. 10.31 You indemnify us against, and will be liable to us for, any direct or indirect loss, damage, charge, expense, fee or claim we may suffer or incur as a result of the return of funds to us where we have requested that transferred funds be returned on your behalf. We may debit any such loss, damage or cost to any account you hold with us.

38 Section 11 11.5 If the loss, theft or misuse, occurs Outside Australia you How to report loss, theft or must notify an organisation unauthorised use of your access displaying the VISA sign and card or pass code also then confirm the loss, theft or misuse of the card: 11.1 If you believe your access card has been misused, lost or stolen a) with us by telephone or priority or the pass code has become paid mail as soon as possible; or known to someone else, you must b) by telephoning the VISA Card immediately contact us during Hotline number for the country business hours or the access you are in. card Hotline at any time. Please refer to How to contact us on the back page of these Visa Card Hotline Conditions of Use. Within Australia 11.2 We will acknowledge your 13 12 21 notification by giving you a Outside Australia reference number that verifies +1303 967 1090 the date and time you contacted us. Please retain this reference number. 11.3 The access card Hotline is available 24 hours a day, 7 days a week. 11.4 If the access card Hotline is not operating when you attempt notification, nevertheless, you must report the loss, theft or unauthorised use to us as soon as possible during business hours. We will be liable for any losses arising because the access card Hotline is not operating at the time of attempted notification, provided you report the loss, theft or unauthorised use to us as soon as possible during business hours.

39 Section 12 13.2 We will advise you from time to time: How to report unauthorised use a) what transactions may of electronic banking be performed using the 12.1 If you believe that your pass codes access card; for electronic banking transactions b) what ATMs of other financial have been misused, lost or institutions may be used; and stolen, or, where relevant, your c) what the daily cash withdrawal pass code has become known to limits are. someone else, you must contact us immediately. Please refer to the Fees and charges brochure for details We will acknowledge your of current transaction limits. notification by giving you a reference number that verifies the 13.3 You may only use your access card date and time you contacted us. to perform transactions on those Please retain this reference number. accounts we permit. We will advise you of the accounts which you may 12.2 If you believe an unauthorised use your access card to access. transaction has been made and your access method uses a pass 13.4 The access card always remains code, you should change that our property. pass code. Section 14 Section 13 Using VISA for foreign currency Using the access card transactions 13.1 You agree to sign the access 14.1 You agree to reimburse us for card immediately upon receiving any costs, fees or charges of any it and before using it as a means nature arising out of a failure to of preventing fraudulent or comply with any exchange control unauthorised use of access requirements or tax laws. card. You must ensure that any 14.2 All transactions made in foreign other cardholder you authorise currency (irrespective of where also signs their access card the transaction occurs) on the immediately upon receiving VISA Card will be converted it and before using it. into Australian currency by VISA Worldwide and calculated at a wholesale market rate selected by VISA from within a range of wholesale rates OR the government mandated rate that 40 is in effect one day prior to the Section 15 Central Processing Date (that is, the date on which VISA processes Additional access card the transaction). 15.1 You may authorise us, if we agree, to 14.3 All transactions made in a foreign issue an additional access card to an currency (irrespective of where the additional cardholder provided this transaction occurs) on the VISA person is over the age of 18 (unless Card are subject to a currency we agree to a younger age). conversion fee payable to Cuscal 15.2 You will be liable for all transactions Limited as the principal member carried out by this cardholder. of VISA Worldwide under which we provide you with the VISA 15.3 We will give each additional card. Please refer to the Fees and cardholder a separate pass code. charges brochure for the current 15.4 You must ensure that any additional currency conversion fee. cardholders protect their access card and pass code in the same 14.4 Some overseas merchants and way as these ePayment Conditions ATMs charge a surcharge for of Use require you to protect your making a transaction using access card and pass code. your Visa card. Once you have confirmed that transaction you 15.5 To cancel the additional access will not be able to dispute the card you must notify us in writing. surcharge. The surcharge may However, this cancellation may not appear on your statement as part be effective until the additional of the purchase price. access card is returned to us or you have taken all reasonable 14.5 Some merchants and terminals steps to have the additional access allow the cardholder the option card returned to us. at the point of sale to convert the transaction into Australian dollars 15.6 You will not be liable for the at point of sale. This is known as continued use of the additional “Dynamic Currency Conversion.” access card from the date that Please note that if you choose you have: this option, then once you have a) notified us that you want it confirmed the transaction you cancelled; and will not be able to dispute the exchange rate applied. b) taken all reasonable steps to have the additional access card Please also note: “transaction” includes returned to us. any transaction in a foreign currency whether in Australia or overseas, such Please note that if you are unable as purchasing goods or services at to return the additional access card VISA outlets, making ATM withdrawals to us, we may require you to make and payments via electronic banking. a written statement describing the steps you have taken to return the card. 41 Section 16 Section 18 Use after cancellation or expiry Cancellation of access card or of access card of access to electronic banking 16.1 You must not use your access card: service or BPAY a) before the valid date or after 18.1 You may cancel your access card, the expiration date shown on your access to electronic banking the face of the access card; or or BPAY at any time by giving us written notice. b) after the access card has been cancelled. 18.2 We may immediately cancel or suspend your access card or 16.2 You will continue to be liable to your access to electronic banking reimburse us for any indebtedness or BPAY at any time for security incurred through such use reasons or if you breach these whether or not you have closed ePayments Conditions of Use. In your account. the case of an access card, we may cancel the access card by capture Section 17 of the access card at any ATM. 18.3 We may cancel your access card Exclusions of access card or your access to electronic warranties and representations banking or BPAY for any reason 17.1 We do not warrant that merchants by giving you 30 days notice. The or ATMs displaying access card notice does not have to specify signs or promotional material will the reasons for cancellation. accept the access card. 18.4 In the case of an access card, you 17.2 We do not accept any will be liable for any transactions responsibility should a merchant, you make using your access bank or other institution displaying card before the access card access card signs or promotional is cancelled but which are not material, refuse to accept or posted to your account until after honour the access card. cancellation of the access card. 17.3 We are not responsible for any 18.5 In the case of electronic defects in the goods and services banking or BPAY, if, despite the you acquire through the use of cancellation of your access to the access card. You acknowledge electronic banking, or BPAY, you and accept that all complaints carry out a transaction using the about these goods and services relevant access method, you will must be addressed to the supplier remain liable for that transaction. or merchant of those goods and services.

42 18.6 Your access card or your access to Section 19 electronic banking or BPAY will be terminated when: Using BPAY Payments facility (“BPAY”) a) we notify you that we have cancelled your access card 19.1 You can use BPAY to pay bills or your access method to the bearing the BPAY logo from those account with us; accounts that have the BPAY facility. b) you close the last of your accounts with us to which the 19.2 When you tell us to make a BPAY access card applies or which payment you must tell us the biller’s has electronic banking or BPAY code number (found on your bill), access; your Customer Reference Number c) you cease to be our member; or (eg. your account number with the biller), the amount to be paid and d) you alter the authorities the account from which the amount governing the use of your account or accounts to which is to be paid. the access card applies or 19.3 We cannot effect your BPAY which has electronic banking or instructions if you do not give us BPAY access (unless we agree all the specified information or if otherwise). you give us inaccurate information. 18.7 In the case of an access card, Please note that, legally, the receipt we may demand the return or by a biller of a mistaken or erroneous destruction of any cancelled payment does not necessarily access card. discharge, wholly or in part, the underlying debt you owe that biller.

43 Section 20 us that consent, the biller may not be permitted under law to disclose Processing BPAY payments to us the information we need to 20.1 We will attempt to make sure investigate or rectify that BPAY that your BPAY payments payment. are processed promptly by 20.6 A BPAY payment is treated as participants in BPAY, and you must received by the biller to whom tell us promptly if: it is directed: a) you become aware of any a) on the date you direct us to delays or mistakes in processing make it, if we receive your your BPAY payment; direction by the Cut Off Time b) you did not authorise a BPAY on a banking business day; payment that has been made b) otherwise, on the next banking from your account; or business day after you direct us c) you think that you have been to make it. fraudulently induced to make c) Please note that the BPAY a BPAY payment. payment may take longer to be Please keep a record of the BPAY credited to a biller if you tell us receipt numbers on the relevant to make it on a Saturday, Sunday bills. or a public holiday or if another participant in BPAY does not 20.2 A BPAY payment instruction process a BPAY payment as is irrevocable. soon as they receive its details. 20.3 Except for future-dated payments 20.7 Notwithstanding this, a delay may you cannot stop a BPAY payment occur processing a BPAY payment if: once you have instructed us to make it and we cannot reverse it. a) there is a public or bank holiday on the day after you instruct us 20.4 We will treat your BPAY payment to make the BPAY payment; instruction as valid if, when you b) you tell us to make a BPAY give it to us, you use the correct payment on a day which is not access method. a banking business day or after 20.5 You should notify us immediately the Cut Off Time on a banking if you think that you have made business day; or a mistake (except for a mistake as c) a biller, or another financial to the amount you meant to pay). institution participating in BPAY, Please note that you must provide does not comply with its BPAY us with written consent addressed obligations. to the biller who received that BPAY payment. If you do not give

44 20.8 If we are advised that your Section 21 payment cannot be processed by a biller, we will: Future-dated BPAY payments a) advise you of this; Please note that this is an optional facility depending on whether we b) credit your account with the offer it. amount of the BPAY payment; and 21.1 You may arrange BPAY payments c) take all reasonable steps to up to 60 days in advance of the assist you in making the BPAY time for payment. If you use this payment as quickly as possible. option you should be aware of the following: 20.9 You must be careful to ensure you tell us the correct amount you a) You are responsible for wish to pay. If you make a BPAY maintaining, in the account to payment and later discover that: be drawn on, sufficient cleared funds to cover all future-dated a) the amount you paid was BPAY payments (and any other greater than the amount drawings) on the day(s) you have you needed to pay you must nominated for payment or, if the contact the biller to obtain a account is a credit facility, there refund of the excess; or must be sufficient available b) the amount you paid was less credit for that purpose. than the amount you needed to b) If there are insufficient cleared pay you can make another BPAY funds or, as relevant, insufficient payment for the difference available credit, the BPAY between the amount you payment will not be made actually paid and the amount and you may be charged a you needed to pay. dishonour fee. 20.10 If you are responsible for a c) You are responsible for checking mistaken BPAY payment and we your account transaction details cannot recover the amount from or account statement to ensure the person who received it within the future-dated payment is 20 banking business days of us made correctly. attempting to do so, you will be d) You should contact us if there liable for that payment. are any problems with your future- dated payment. e) You must contact us if you wish to cancel a future-dated payment after you have given the direction but before the date for payment. You cannot stop the BPAY payment on or after that date. 45 Section 22 Section 23 Consequential damage for BPAY View® special terms BPAY payments and conditions 22.1 This clause does not apply to the 23.1 You need to register in order to extent that it is inconsistent with use BPAY View. Call 13 12 21 or or contrary to any applicable law visit our website to find out how or code of practice to which we to register. have subscribed. If those laws 23.2 If you register with BPAY View, you: would make this clause illegal, void or unenforceable or impose a) agree to our disclosing to billers an obligation or liability which is nominated by you: prohibited by those laws or that i) such of your personal code, this clause is to be read information (for example your as if it were varied to the extent name, email address and the necessary to comply with those fact that you are our member laws or that code or, if necessary, or customer) as is necessary omitted. to enable billers to verify 22.2 We are not liable for any that you can receive bills and consequential loss or damage statements electronically you suffer as a result of using using BPAY View (or telling BPAY, other than loss due to our them if you cease to do so); negligence or in relation to any and breach of a condition or warranty (ii) that an event in clause implied by the law of contracts for 23.3 (b), (c), (d), (e) or (f) has the supply of goods and services occurred; which may not be excluded, b) agree to us or a biller (as restricted or modified at all, appropriate) collecting data or only to a limited extent. about whether you access your emails, our website and any link to a bill or statement; c) state that, where you register to receive a bill or statement electronically through BPAY View, you are entitled to receive that bill or statement from the applicable biller; and

46 ® Registered to BPAY Pty Ltd ABN 69 079 137 518 d) agree to receive bills and 23.4 You agree that when using statements electronically and BPAY View: agree that this satisfies the legal a) if you receive an email notifying obligations (if any) of a biller to you that you have a bill or give you bills and statements. statement, then that bill or For the purposes of this clause statement is deemed to have we are the agent for each biller been received by you: nominated by you under (a) above. i) when we receive notification that your server has received 23.3 You may receive paper bills and the email notification, statements from a biller instead whether or not you choose of electronic bills and statements: to access your email; and a) at your request to a biller ii) at the email address (a fee may be charged by the nominated by you; applicable biller for supplying b) if you receive notification on our the paper bill or statement website without an email then to you if you ask for this in that bill or statement is received addition to an electronic form); by you: b) if you or a biller de-register i) when a notification is posted from BPAY View; on our website, whether or c) if we receive notification that not you choose to access our your email mailbox is full, so website; and that you cannot receive any ii) at our website; email notification of a bill or c) bills and statements delivered statement; to you remain accessible d) if your email address is through our website for the incorrect or cannot be found period determined by the biller and your email is returned to up to a maximum of 18 months, us undelivered; after which they will be deleted, e) if we are aware that you are whether paid or not; unable to access your email d) you will contact the biller direct or our website or a link to a bill if you have any queries in or statement for any reason; relation to bills or statements. f) if any function necessary to facilitate BPAY View malfunctions or is not available for any reason for an extended period.

47 23.5 You must: If your BPAY View deregistration has failed for any reason: a) check your emails or our website at least weekly; e) giving you a bill if you have b) tell us if your contact details unsuccessfully attempted to (including email address) deregister from BPAY View. change; You agree that if a billing error c) tell us if you are unable to occurs: access your email or our f) you must immediately upon website or a link to a bill or becoming aware of the billing statement for any reason; and error take all reasonable steps d) ensure your mailbox can receive to minimise any loss or damage email notifications (eg. it has caused by the billing error, sufficient storage space including contacting the available). applicable Biller and obtaining 23.6 In cases where a biller is required a correct copy of the bill; and by law to send bills or statements g) the party who caused the error directly, we will provide you with is responsible for correcting information and instructions as it and paying any charges or to how such bills may be paid interest which would ordinarily through BPAY View. be payable to the applicable Biller due to any consequential 23.7 BPAY View billing errors late payment and as a result of For the purposes of this clause, the billing error. a BPAY View billing error means You agree that for the purposes any of the following: of this clause you are responsible If you have successfully registered for a billing error if the billing with BPAY View: error occurs as a result of an act or omission by you or a) failure to give you a bill (other the malfunction, failure or than because you failed to view incompatibility of computer an available bill); equipment you are using at any b) failure to give you a bill on time time to participate in BPAY View. (other than because you failed to view an available bill on time); c) giving a bill to the wrong person; d) giving a bill with incorrect details;

48 Section 24 Regular payment arrangements 24.1 You should maintain a record of any regular payment arrangement that you have entered into with a Merchant. 24.2 To change or cancel any regular payment arrangement you should contact the Merchant or us at least 15 days prior to the next scheduled payment. If possible you should retain a copy of this change/ cancellation request. 24.3 Should your card details be changed (for example if your Visa Card was lost, stolen or expired and has been replaced) then you must request the Merchant to change the details of your existing regular payment arrangement to ensure payments under that arrangement continue. If you fail to do so your regular payment arrangement may not be honoured, or the Merchant may stop providing the goods and/or services. 24.4 Should your Visa Card or your accounts with us be closed for any reason, you should immediately contact the Merchant to change or cancel your regular payment arrangement, as the Merchant may stop providing the goods and/or services.

49 About The Customer Owned Banking Code of Practice

The Customer Owned Banking Code of Customer Owned Banking Code Practice, the code of practice for mutual Compliance Committee banks, credit unions and mutual building PO Box 14240 societies, is an important public Melbourne VIC 8001 expression of the value we place on Phone: 1800 367 287 improving the financial wellbeing Fax: 03 9613 7481 of our individual members and their Email: [email protected] communities. Web: www.cobccc.org.au The Code Compliance Committee Our 10 Key Promises to you are: (CCC) is an independent committee, 1. We will be fair and ethical in our established in accordance with the Code, dealings with you to ensure that subscribers to the Code 2. We will focus on our members are meeting the standards of good practice that they promised to achieve 3. We will give you clear information when they signed up to the Code. The about our products and services CCC investigates complaints that the 4. We will be responsible lenders Code has been breached and monitors 5. We will deliver high customer service compliance with the Code through and standards mystery shopping, surveys, compliance 6. We will deal fairly with any complaints visits and complaint handling. 7. We will recognise member rights as Please be aware that the CCC is not owners a dispute resolution body. To make a claim for financial compensation we 8. We will comply with our legal and recommend you contact us first. If you industry obligations are not satisfied with our response, 9. We will recognise our impact on the you can contact our external dispute wider community resolution provider, the Australian 10. We will support and promote this Financial Complaints Authority (AFCA), Code of Practice. directly. AFCA provides fair and You can download a copy of the independent financial services complaint Customer Owned Banking Code resolution that is free to consumers. of Practice from our website. For the current contact details for AFCA If you have a complaint about our please refer to our Complaints and compliance with the Customer dispute resolution brochure. Owned Banking Code of Practice, Website: www.afca.org.au you can contact: Email: [email protected] Telephone: 1800 931 678 (free call) In writing: GPO Box 3 Melbourne, VIC 3001. 50 This page was intentionally left blank

51 Need more information, we’re here to help

1800 862 265 8am to 7pm, weekdays 9am to 3pm, Saturday

Card hotline To report the loss, theft or unauthorised use of your card: • Within Australia call 1800 862 265. • Outside Australia – for Visa cards: - Please contact us before you travel overseas for the current Visa hotline arrangements. - Or call +1303 967 1090.

Printed on 100% recycled paper Firefighters Mutual Bank, Health Professionals Bank, Hiver Bank, Teachers Mutual Bank and UniBank are divisions of Teachers Mutual Bank Limited ABN 30 087 650 459 AFSL/Australian Credit Licence 238981. Effective 1 September 2021 l 00139S-OPS-TMBL-0921-i