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Personal Telephone Banking Terms and Conditions

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Personal Telephone Banking Terms and Conditions PERSONAL TELEPHONE BANKING Terms and conditions. Contents Introduction ������������������������������������������������������������������������������4 Your Bank. ������������������������������������������������������������������������������������������������ 4 Our obligation to you. ������������������������������������������������������������������������4 Features �������������������������������������������������������������������������������������4 Description. ��������������������������������������������������������������������������������������������� 4 What you can do using Personal Telephone Banking ����� 5 Term Deposits. ����������������������������������������������������������������������������������������6 Other terms and conditions of use ��������������������������������������6 Services available. ���������������������������������������������������������������������������������6 Times of availability. �����������������������������������������������������������������������������7 Ensuring your security. �����������������������������������������������������������������������7 Protecting your access code............................................................8 Access to your accounts. �������������������������������������������������������������������9 Payments and their effective dates. ���������������������������������������������9 Your instructions to the Bank. ���������������������������������������������������������9 Funds transfers, credit card and bill payments – system cut-off times. ���������������������������������������������������������������������������9 Transaction reference numbers receipts. ���������������������������������10 Value limit on transfers. ��������������������������������������������������������������������10 Call monitoring. ������������������������������������������������������������������������������������10 Call costs. ������������������������������������������������������������������������������������������������10 Stopping your use of Telephone Banking................................10 Mistakes and concerns. ����������������������������������������������������������������������11 Rules about BPAY. �������������������������������������������������������������������������������� 11 Future dated payments. ��������������������������������������������������������������������11 Correct and incorrect amounts. ����������������������������������������������������11 Delays. �������������������������������������������������������������������������������������������������������� 11 Other concerns and their solutions. �������������������������������������������12 If you suspect fraud. ���������������������������������������������������������������������������12 Consequential loss. �����������������������������������������������������������������������������12 Liability for unauthorised transactions (including BPAY) ���������������������������������������������������������������������13 When the account holder is not liable. �������������������������������������13 When the account holder is liable. ����������������������������������������������13 When limited liability applies. ��������������������������������������������������������14 BPAY transactions. ������������������������������������������������������������������������������15 General matters ��������������������������������������������������������������������� 16 The Banking Code of Practice. ������������������������������������������������������16 The ePayments Code. �����������������������������������������������������������������������16 What to do if you have a problem or dispute. �����������������������16 What to do if you are still unhappy. ��������������������������������������������17 What happens if your details change? ��������������������������������������17 Factors that may influence our advice. �������������������������������������17 Changes to terms and conditions ���������������������������������������18 Definitions ������������������������������������������������������������������������������ 20 Anti-money laundering and counter-terrorism financing obligations �������������������������������������������������������������21 3 Introduction Your Bank. The Personal Telephone Banking service is provided to you by: Westpac Banking Corporation ABN 33 007 457 141 275 Kent Street Sydney NSW 2000 Australian Financial Services Licence Number 233714 Our obligation to you. It is our commitment to make all the details about your banking as clear as we possibly can. This Terms and Conditions booklet gives you all the information you need regarding the Personal Telephone Banking service that we provide. We encourage you to read this document carefully and keep it handy so you can refer to it when you have questions. If there’s anything in this document that you’d like to have clarified or know more about, simply contact us in any of these four ways: 132 032 GPO Box 3433, Sydney NSW 2001 [email protected] visit any of our branches Features Description. Telephone Banking lets you check account balances, pay bills and transfer money automatically wherever and whenever you like, with just one call. If you need help, a Banking Representative is one push of a button away. 4 What you can do using Personal Telephone Banking All accounts excluding Term Deposits Check the Interest rate on your ✓ Home Loan Check your account balances ✓ Pay bills using BPAY® and transfer ✓ funds between your accounts Pay your credit card ✓ Obtain details of recent ✓ transactions Check your BSB and Account ✓ Number Check your interest earned ✓ Change your address ✓ staff-assisted Stop cheque payments ✓ staff-assisted Request copies of statements ✓ staff-assisted Talk to a Banking Representative ✓ staff-assisted Report lost or stolen Debit ✓ staff-assisted Mastercard®, Handycard, Visa Debit card or credit cards Order statements ✓ staff-assisted Order a cheque book ✓ staff-assisted Open and close accounts ✓ staff-assisted (conditions apply) Register for Internet Banking ✓ staff-assisted 5 Term Deposits. The following functions apply for new and existing customers to invest in Term Deposits using the Telephone Banking channel: • open a Term Deposit; • enter or change renewal instructions; • add funds to a renewing term deposit within the first three business days of the term deposit maturing (including the date of maturity); • disburse funds to bank accounts held in the same name as the Term Deposit; • terminate deposits at maturity (except where deposits are restricted or held ‘as security’); • terminate the account early, for those customers who accept the adjusted interest rate; and • obtain information on Term Deposit Specials for amounts up to $250,000. Please note that Telephone Banking cannot perform an early repayment on the following Term Deposits: • held by deceased customers; • where a Bank error has occurred (you will need to visit one of our branches); • restricted deposits and deposits over which security is held; and • where interest adjustment is to be waived. For information on current fees and charges for use of Telephone Banking please contact us as described in the ‘Our obligation to you’ section. Other terms and conditions of use Your use of Telephone Banking acknowledges your agreement to accept the following terms and conditions. If you do not wish to accept these terms and conditions, please do not use Telephone Banking. Services available. With Telephone Banking, you can obtain information about all of your linked accounts or other products and services and undertake banking transactions on all accounts (subject to the terms and conditions of the account) over the phone. The terms and conditions 6 of the account you access using Telephone Banking continue to apply. Please refer to the Deposit Accounts for Personal and Self Managed Superannuation Fund Customers Terms and Conditions (which is available at westpac.com.au) for details of all fees and charges for the use of Telephone Banking Services. Times of availability. Self-service Telephone Banking available 24 hours a day, 7 days a week. Banker assisted Telephone Banking is provided 8am - 8pm, 7 days a week1. The Bank will do everything possible to ensure that Telephone Banking is available at the specified times. The Bank will also regularly correct and update information available to you. 1. Available for all personal deposit accounts except Term Deposits. Not all staff assisted services are available on national public holidays. Ensuring your security. To ensure security of transactions you make through Telephone Banking we will provide you with a customer number and an access code to be quoted each time you use the service. Please ensure that you keep your access code in a safe place and do not tell or show it to an unauthorised person. You must take all necessary precautions to maintain confidentiality of your access code. We may cancel your access code without notice at any time if we believe or suspect it is being misused. When accessing Telephone Banking from a telephone where numbers dialled may be recorded (for example, hotels for billing purposes), you must use the Telephone Banking staff-assisted service to avoid your access code being recorded. You must immediately notify us if you know or suspect that your access code has become known to someone else or you suspect that unauthorised transactions have been made on your account. Where this occurs please call Telephone Banking. If you can’t contact us by phone because Telephone Banking is not available, you will not be responsible
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