Internet and Mobile Banking and BPAY Terms and Conditions

INTERNET BANKING

Access to the service is free however certain transactions may attract a fee, see current fees and charges brochure. Effective: 1 March 2024. Terms and conditions, fees and charges apply and are available on request. The product issuer for deposit and payment products is Police Bank Ltd. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available at all Service Centres, upon request or click here. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.

TO OUR MEMBERS

This section contains the Terms and Conditions, which apply to your access to and use of our Police Bank Internet and Mobile Banking services including transactions on your accounts with us made through these services. Please read through the Terms and Conditions carefully before accessing your membership accounts with us. It is important to know and understand your rights and obligations as well as the manner in which this service operates so that you may make an informed decision to proceed and use this service. These Terms and Conditions operate alongside any legal rights held by you or us, but do not replace any of those rights. A copy of these Terms and Conditions is also available at this site for future reference or we can forward a copy to you by mail. If you have difficulty in using this service please telephone us on 131 728.

PRIVACY STATEMENT AND CONSENT

As a member of Police Bank we will collect personal information from you from time to time. Click here to read our Privacy Notice, which explains how we collect, use and disclose personal information. Our Privacy Policy for Australian Privacy Principles and Credit Reporting is available here.

Consent

By clicking on “Accept” when you are prompted to do so, you confirm that you have read our Privacy Policy and Privacy Notice and that you agree with their content.

SYSTEM REQUIREMENTS

There are certain requirements you need to have before you may use Police Bank Internet Banking. System Requirements are listed on this page under the “System Requirements” Tab.

MOBILE BANKING

Police Bank Mobile Banking is an internet-based banking service. You can access Police Bank Mobile Banking through your Smartphone or any mobile device that provides Internet access and uses an Internet Browser. However, screen appearance may vary from device to device and depending on the browser you are using. Items marked with an asterisk (*) indicate it is not available on Police Bank Mobile Banking. You confirm that you have read our System Requirements. Accessing Police Bank Mobile Banking may use your data allowance and result in additional charges with your mobile data provider.

SECURITY OVERVIEW

We have in place a security system for Police Bank Internet and Mobile Banking. You need to be familiar with that security system. Click here for our Security Overview. Multifactor authentication supports secure use of Internet Banking and Mobile Banking services, which includes SMS One Time Password.

SMS OTP:

We are providing an extra layer of protection for your Police Bank online and mobile banking facilities. We may send you a SMS OTP to verify a range of online banking services such as logging into Internet Banking, Mobile Banking App, Pay Anyone payments, password resets etc. 

An OTP is a single use passcode valid for only one online banking activity sent to your registered mobile phone number we have on our records to confirm the online banking activity. Simply enter the OTP to complete your action. Please do not disclose this code to anyone, even if asked by someone purporting to be from Police Bank.  

Registering for SMS OTP:

You don’t need to register for SMS OTP. You will automatically be issued with an SMS OTP as long as we have your correct mobile phone number on our records. In order to register your mobile or check and update your existing mobile number please contact us on 131 728. Alternatively, if you wish to deregister your mobile phone number from using the SMS OTP service, please contact us on 131 728.

CONDITIONS OF USE

1. Definitions

1.1 Internet Banking Password (previously known as Access Code) Means the password which, with your membership number, gives you access to your accounts through Police Bank Internet and Mobile Banking.

1.2 Ancillary Equipment Any equipment as specified by us that you will require to use this service.

1.3 Business day Means any day in which we are open for the transaction of business.

1.4 COBCOP Means the Customer Owned Banking Code of Practice.

1.5 Electronic Access Unless we stipulate to the contrary when we refer to our electronic address we mean our website www.policebank.com.au.

1.6 Police Bank Internet and Mobile Banking Police Bank Internet and Mobile Banking provide you access with a personal computer, or a smartphone or tablet by visiting www.policebank.com.au.

1.7 Online Services Means the services we provide through Police Bank Internet, Mobile Banking, Payment and/or BPAY.

1.8 Osko Fast Payments and NPP Quick Payments have the meaning given to them in the ‘New Payments Platform, Osko and PayID Terms and Conditions’.

1.9 ‘Payment’, or ‘Transfer’ A payment or transfer of funds that you instruct us to make on your behalf. A Payment may be a BPAY Payment, an Osko Fast Payment, an NPP Quick Payment, Standard Payment, or an Internal Transfer.

1.9 ‘We’, ‘us’, ‘our’, ‘the Bank’ or ‘Police Bank’ means Police Bank Ltd.

1.10 ‘You’ and ‘your’ includes a reference to any holder of a joint account or any third party authorised by you to access and/or operate your account(s) using these Services, with the intent that you shall be liable for any use of these Services in respect of your account(s) and for any failure on the part of any such third party to observe these Terms and Conditions.

1.11 A ‘Smartphone’ is a mobile phone that offers advanced computing ability, with the ability to access the internet via a web browser. Some examples are an iPhone, an Android based mobile, or a Windows based mobile.

2. General Terms and Conditions of Online Services

2.1 Subject to these terms the Online Services of Police Bank Internet and Mobile Banking include:

      • review of account details;
      • transfers between accounts in your membership;
      • transfers from your Membership accounts to third parties Membership accounts;
      • transfers from your Membership accounts to third parties accounts in other banks/financial institutions;
      • where you have an easy access overdraft account, access to and use of that easy access overdraft account;
      • Loan redraws (loan must be in advance to redraw);
      • BPAY;
      • Print out account statements on your own computer printer. *Not available on Police Bank Mobile Banking.

2.2 The relevant provisions of the COBCOP apply to these Services.

2.3 The COBCOP requires us to give you information about the current fees and charges in relation to these Services.

2.4 General descriptive information on the operation of your account/s is available on request.

2.5 Police Bank will provide you with access to Police Bank Internet and Mobile Banking using an Internet Banking Password when:-

      • with respect to individuals, you have completed the identification process; or
      • with respect to non-individuals, a completed application to use the Service is accepted and approved by us.

2.6 You can use Police Bank Internet and Mobile Banking when your Member Number and correct Internet Banking Password, Mobile Banking PIN, pattern or biometric are entered.

2.7 Police Bank Internet and Mobile Banking is not available for transfers from S6, S16 and S66 accounts.

2.8 Subject to the following, access to the transfers via Police Bank Internet and Mobile Banking is available to all Members:

      • For external transfers the maximum daily limit is $5,000.
      • For Osko Fast Payments and NPP Quick Payments the maximum daily limit is $5,000.
      • For BPAY transactions, the maximum daily limit is $10,000.
      • Transfers from S15/S21 accounts must not leave a balance in the S15/S21 account less than $5,000.

Restrictions apply to accounts held by Members aged twelve (12) years and under:

      • Parental consent is required for Members aged twelve (12) years and under.

2.9 Internally transferred funds can be accessed by ATM, or EFTPOS facilities immediately after transfer.

2.10 We are not liable to you or any other person for and in connection with your own connection to the internet. You must make your own provisions through a Service Provider.

2.11 We promise that we will comply with the requirements of the ePayments Code and these Terms and Conditions are to be read in the light of those requirements.

2.12 With every transaction you make through Police Bank Internet and Mobile Banking, you will be able to retrieve an electronic receipt from us to your ancillary equipment.

2.13 We will provide you with statements of your accounts with us at least every six (6) months, unless you request that we provide you with more frequent statements.

If you want more frequent statements, you need to telephone us on 131 728 and speak to one of our Contact Centre Operators.

2.14 We and you agree that any information we are required to give you under the ePayments Code, may be provided to you by:

      • electronic communication to your ancillary equipment;
      • being made available at our electronic address for retrieval by you, providing we have notified you that the information is available for retrieval from that address;
      • post

2.15 You may terminate this agreement by notice in writing to us at 25 Pelican Street, Surry Hills, NSW 2010, whereupon we shall remove your ability to access your accounts through Police Bank Internet and Mobile Banking.

3. Internet Banking Password (previously known as Access Code)

3.1 We provide you with your Internet Banking Password to use Police Bank Internet and Mobile Banking. You agree to protect this Internet Banking Password as a means of preventing the fraudulent or unauthorised use of your accounts via Police Bank Internet and Mobile Banking.

3.2 It is only after acceptance of these Terms and Conditions that you can access Police Bank Internet and Mobile Banking.

3.3 When you accept the Terms and Conditions you will be required to enter a new Internet Banking Password before accessing Police Bank Internet and Mobile Banking.

3.4 Your Internet Banking Password must not relate to any readily accessible data such as your name, date of birth, telephone number or names of a friend or relative. Nor must they be an obvious combination of letters and numbers or one that can be easily guessed by someone else.

3.5 Police Bank reserves the right to cancel any Internet Banking Password at any time. Where appropriate or required by law or the COBCOP we shall give you a notice prior to cancellation, otherwise notice will be given to you after cancellation.

3.6 You may at any time request in writing that we withdraw your access to any/all of these services. You will remain responsible for any transactions made on your account(s) using these services until the request has been received and processed by us.

4. How to keep your Internet Banking Password safe

We would like you to enjoy all the benefits these Online Services have to offer. To guard against unauthorised use, it is important that where you consider you need to write down your Internet Banking Password you:

      • on receipt of your Internet Banking Password on the first occasion from us, access immediately Police Bank Internet and Mobile Banking online services;
      • keep secure and protected your record of your Internet Banking Password;
      • keep only one record of your Internet Banking Password;
      • keep your record of your Internet Banking Password and Member Number separate and apart from each other;
      • do not record your Internet Banking Password on your computer or related articles;
      • do not tell any unauthorised person your Internet Banking Password;
      • do not allow any unauthorised person to view or hear your Internet Banking Password;
      • you regularly change your Internet Banking Password by clicking on the change of Internet Banking Password icon.

5. Authorised Person

5.1 We recommend that you do not give your Internet Banking Password to any other person.

5.2 Notwithstanding our recommendation if you without our knowledge give your Internet Banking Password to a person and authorise that person to operate Police Bank Internet and Mobile Banking using your Internet Banking Password then that person is your Authorised Person.

5.3 If you give your Internet Banking Password to your Authorised Person, you will be liable for all transactions carried out by your Authorised Person using Police Bank Internet and Mobile Banking (see clause 10.2).

5.4 We will not be liable to you for the transactions carried out by your Authorised Person.

5.5 Your Authorised Person’s use of Police Bank Internet and Mobile Banking is governed by these Terms and Conditions.

5.6 You will be liable for any failure of your Authorised Person to observe these Terms and Conditions.

5.7 For the purposes of this provision we are deemed only to know of your Authorised Person if we have provided you with written confirmation of our knowledge.

Part B. Authorised Signatory (Where you have nominated a person as an authorised signatory who is entitled to access and carry out transactions on your accounts):

5.8 Your Authorised Signatory receives his/her own Internet Banking Password to your accounts through Police Bank Internet and Mobile Banking. This Internet Banking Password is separate and different from the Internet Banking Password you may have to access your accounts through Police Bank Internet and Mobile Banking.

5.9 Your Authorised Signatory has access to all of your accounts that are accessible through Police Bank Internet and Mobile Banking.

5.10. Your Authorised Signatory is entitled to access your accounts and carry out transactions on those accounts through Police Bank Internet and Mobile Banking using his/her own Internet Banking Password.

5.11 If you wish to terminate your Authorised Signatory’s access to your accounts through Police Bank Internet and Mobile Banking you need to complete and return to us the approved form which is available at any of our Service Centres or by calling 131 728. We will not be liable for transactions carried out by your Authorised Signatory before we have received the approved form from you terminating your Authorised Signatory’s access to your accounts through Police Bank Internet and Mobile Banking.

5.12. You are liable for all transactions carried out by your Authorised Signatory using Police Bank Internet and Mobile Banking.

5.13. We will not be liable to you for the transactions carried out by your Authorised Signatory.

5.14. Your Authorised Signatory’s use of Police Bank Internet and Mobile Banking is governed by these Terms and Conditions.

5.15. You will be liable for any failure of your Authorised Signatory to observe these Terms and Conditions.

Part C. Joint Memberships/Accounts (Where two or more signatures are required to operate the accounts):

5.16 For the purposes of this Part C the term ‘you’ means all of the members who together are authorised to operate on the joint account.

5.17 If you have an account with us that requires two or more signatures then to access your account through Police Bank Internet and Mobile Banking you will need, when you transact within Police Bank Internet and Mobile Banking, to provide all your Internet Banking Passwords.

5.18 If we do not receive all your Internet Banking Passwords you will not be able to transact on your joint accounts through Police Bank Internet and Mobile Banking.

5.19 We recommend that Internet Banking Passwords are not given to anyone and that all of you be present to provide your Internet Banking Passwords at the time of authorising transactions in Police Bank Internet and Mobile Banking.

5.20 Notwithstanding our recommendation if a joint account holder provides his/her Internet Banking Password to another joint account holder to then enable that other joint account holder to transact on the joint account through Police Bank Internet and Mobile Banking then that other joint account holder is a Code Access Authorised Person for the joint account holder who provided their Internet Banking Password and the terms in relation to Code Authorised Persons apply to the joint account holder who provided their Internet Banking Password and their Code Authorised Person (see Part A).

6. Ancillary Equipment

You have a responsibility to exercise reasonable care to prevent unauthorised access to the Ancillary Equipment you use for Police Bank Internet and Mobile Banking.

6.1 You must not leave your computer or mobile device unattended while you are online to Police Bank Internet and Mobile Banking.

6.2 You should ensure that the computer or mobile device is checked for viruses before using Police Bank Internet and Mobile Banking.

6.3 We suggest you clear your browser cache (session memory) files at the end of your session in order to protect your privacy and prevent anyone from tracing your steps through the cache memory files. Additionally, we suggest that you shut down all the windows of the browser you have used to gain access to Police Bank Internet and Mobile Banking and then restart the browser in order to ensure that the “back” function (or similar function in your browser) cannot be used to trace your activities.

6.4 If you require assistance in regards to clearing your browser’s cache, we suggest you review your browser Help facility or contact a PC support or maintenance service for instructions on how to complete this process.

6.5 Providing you give us notice by telephoning us on 131 728 and speaking to our Contact Centre Operators, you may change your ancillary equipment, or electronic address.

7. What to do if your Internet Banking Password is lost or stolen, or you believe there has been unauthorised access to your Internet Banking Password and/or accounts

You must telephone us and tell us, as soon as possible, on toll free 131 728 if you:

      • become aware a record of your Internet Banking Password has been lost or stolen;
      • become aware of an unauthorised access to your Internet Banking Password and/or accounts via Police Bank Internet and Mobile Banking;
      • become aware of a breach of the security of your ancillary equipment, which may allow access to your Internet Banking Password and/or accounts;
      • suspect your Internet Banking Password has become known to an unauthorised person.

8. Checking Account Records

8.1 You should check your account records regularly.

8.2 You should check your account records carefully. If you believe a transaction is wrong or unauthorised you must inform us as soon as possible.

8.3 If we find an error in your account we will promptly correct the error, adjust interest and charges to the account and advise you.

8.4 If we do not agree that there is an error, then we will follow the procedure outlined in clause 14.

9. Who pays for transactions on your accounts if there is unauthorised use of your Internet Banking Password?

9.1 You are not liable for your loss if:

      • it is clear you have not contributed to your loss; and
      • the transactions involved were carried out without your knowledge and consent.

9.2 However, where we establish you have contributed to the unauthorised use because you:

      • voluntarily disclose your Internet Banking Password to another person; or
      • write your Membership Number or Internet Banking Password on your record of transactions; or
      • keep a record of your Membership Number and Internet Banking Password without making any reasonable attempt to disguise them, in a way that they could be lost or stolen at the same time; or
      • keep a record of your confidential identification details without making any reasonable attempt to disguise them; or
      • used an Internet Banking Password which represents your birth date; or
      • act with extreme carelessness in failing to protect the security of your Internet Banking Password; or
      • have acted fraudulently.

then you are liable for the lesser of:

      • the actual losses; or
      • the amount you are able to withdraw from your account; or
      • the total amount you would have been allowed to withdraw on the days that the unauthorised use occurred; or
      • the balance in the account accessed, including if applicable the amount available through easy access overdraft.

9.3 In addition to the liability in clause 10.2 if you contribute to the unauthorised use because you unreasonably delay in:

      • telling us that your Internet Banking Password had been misused, lost or stolen; or
      • telling us that your Internet Banking Password has become known to an unauthorised person,

then you are liable for any losses that have been incurred because of that delay.

Your liability for these losses will be the lesser of:

      • the actual losses; or
      • the amount you are able to withdraw from your account; or
      • the total amount you would have been allowed to withdraw on the days that the unauthorised use occurred; or
      • the balance in the account accessed including, if applicable, the amount available through easy access overdraft.

9.4 Where clauses 10.1 to 10.3 inclusive and 10.5 do not apply, you are liable for the lesser of:

      • $150.00; or
      • the balance in the account accessed including, if applicable, the amount available through easy access overdraft; or
      • the actual loss at the time we are notified of the loss, theft and/or misuse.

9.5 You are not liable where:

      • the losses are caused by the fraudulent or negligent conduct of our employees;
      • the losses relate to any component of Police Bank Internet and Mobile Banking that is forged, faulty, expired or cancelled;
      • the losses arise before we provide you with an Internet Banking Password;
      • the losses are caused by the same transaction being incorrectly debited more than once to the same account;
      • the unauthorised use takes place after you tell us that your Internet Banking Password has been misused, lost or stolen or has become available to an unauthorised person.

10. What happens when you use these Online Services?

10.1 These Online Services are available for the enquiries and transactions specified by us from time to time.

10.2 You will only be able to use these Online Services to access accounts when you are:

      • the account holder and sole signatory, or
      • authorised to act alone where there is more than one signatory.

10.3 Transactions made through electronic services may be processed at our option on the same day as the transaction or the next available working day.

10.4 You can also Schedule a Payment. In those cases, the request is treated as having been made on the day or days nominated by you for the Payment to be made. If any such day is a weekend or public holiday, the Payment will be treated as having been made on the next business day.

Once you have instructed us to make a Scheduled Payment or Transfer, you can amend or delete this instruction in advance of the due date for Payment or Transfer. Any such amendment or deletion must be received before the day the Schedule is due, and must be made using your Internet Banking Password.

Otherwise, we will process the Payment as originally instructed by you.

10.5 Transactions made using these Online Services are also governed by the Terms and Conditions of the accounts being used and these Terms and Conditions do not affect the Terms and Conditions applying to those various accounts. In the event of a conflict between these Terms and Conditions and the Terms and Conditions of the relevant account, the Terms and Conditions which apply to the relevant account will prevail.

10.6 Subject to the COBCOP we reserve the right to decline any transactions without being required to give any reason or advance notice to you.

10.7 We will take such reasonable precautions as may be necessary to ensure that information concerning your accounts transmitted by us through these services will remain confidential and protected from unauthorised access.

10.8 We will be liable for loss caused by the failure of our system and/or equipment to complete a transaction accepted by our system and/or equipment, in accordance with your instructions.

11. What should you do if these Online Services are not available?

11.1 It is your responsibility to use other means of effecting transactions and obtaining information if for any reason you are unable to use these Online Services.

11.2 If you find Police Bank Internet and Mobile Banking is temporarily unavailable call us on 131 728.

11.3 We undertake to make all reasonable efforts to ensure that the Online Services are available to you during the hours specified by us from time to time.

12. When are we not liable?

12.1 In addition to any other provision in these terms and conditions, we will not be liable for:

      • delays or errors in the execution of any transactions because of your ancillary equipment;
      • the supply and maintenance of any equipment necessary to access these Online Services (eg. personal computer and modem);
      • any mistakes made by you for any transaction made to an account where the BSB and account number information is valid. The account name does not form part of the internet payment instructions and may not be checked (Please refer to 1.9 Transfer). It may not be possible to recover funds from an unintended recipient. (Please refer to 13. Mistaken internet payment);
      • any refusal of another party, third party or otherwise authorised to receive a payment instruction from you; or
      • any indirect, economic or consequential loss suffered or sustained by you as a consequence of your use of Police Bank Internet and Mobile Banking or the availability of these Online Services where you should have been aware that Police Bank Internet and Mobile Banking was unavailable for use and/or our equipment was malfunctioning.

13. Mistaken internet payment

This does not apply to BPAY payments.

13.1 You should report mistaken internet payments to us as soon as possible after you become aware of them. You can report mistaken internet payments to us by visiting a Service Centres or by calling the Contact Centre on:

      • 131 728 if calling within Australia;
      • (+61 2) 9287 0888 if calling overseas.

We will give you a notification number or some other form of acknowledgment which you should retain as evidence of the date and time of your report.

13.2 We will deal with mistaken internet payments in accordance with the ePayments Code, where that Code applies to the transaction. We may be the sending institution, namely the financial institution whose Member made the payment, or the receiving institution, namely the financial institution whose Member received the payment (this Member is the unintended recipient of the payment). We will be the sending institution where the payment is made from your Police Bank account. We will be the receiving institution where the payment is made to your Police Bank account.

13.3 You must ensure that internet payment details are correct. You and your user are solely responsible for providing correct payment details including amount and payee details. We will return to you any funds recovered by us on your behalf from an unintended recipient in respect of a mistaken internet payment made in accordance with details provided by you or your user.

13.4 Where a financial institution other than us is the receiving or sending financial institution, we cannot guarantee that it will follow the processes in the ePayments Code. A financial institution is unlikely to follow these processes if it is not an authorised deposit-taking institution for the purposes of the Banking Act. We are not liable for any loss suffered if it does not follow these processes.

13.5 Where the sending institution is not satisfied that the payment is a mistaken internet payment, it is not required to take any further action.

13.5 Notwithstanding anything set out below, where the unintended recipient of the mistaken payment is receiving income support payments from Centrelink, the receiving institution must recover the funds from that recipient in accordance with the Code of operation for Centrelink Direct Credit Payments.

13.6 Where you or another financial institution advises us that you are, or we think you may be, the sender or recipient of a mistaken internet payment, you must give us, as soon as reasonably practicable and within the time we request, any information we reasonably require to enable us to determine whether the payment is a mistaken internet payment.

13.7 The process for retrieving mistaken payments under the ePayments Code where there are sufficient funds available in the unintended recipients account is as follows, where the sending institution is satisfied that the mistaken internet payment has occurred:

Where the report is made within 10 business days of the payment:

      • If the receiving institution is satisfied that a mistaken internet payment has occurred, it will return the funds to the sending institution within 5 business days of the request or any reasonably longer period up to a maximum of 10 business days. Where the report is made between 10 business days and 7 months of the payment:
      • The receiving institution will investigate the payment and complete the investigation within 10 business days of receiving a request;
      • If the receiving institution is satisfied that the mistaken internet payment has occurred, it will prevent the unintended recipient from withdrawing the funds for a further 10 business days and notify the unintended recipient that they will withdraw the funds if that recipient does not establish they are entitled to the funds within that 10 day period.
      • If the unintended recipient does not establish they are entitled to the funds within that time, the receiving institution will return the funds to the sending institution within 2 business days of the end of that period (during which time the recipient will be prevented from withdrawing the funds).

Where a report is made after 7 months of payment:

      • If the receiving institution is satisfied a mistaken internet payment occurred, it must seek the consent of the unintended recipient to return the funds.
      • In each case where the receiving institution is not satisfied that a mistaken internet payment has occurred, it may (but is not required to) seek consent of the unintended recipient to return the funds.
      • Where the funds are returned to the sending institution, it will return the funds to the holder as soon as practicable.

13.8 Where both the sending and receiving institution are satisfied that a mistaken internet payment has occurred but there are not sufficient credit funds available in the account of the unintended recipient, the receiving institution will use reasonable endeavours to recover the funds from the unintended recipient.

13.9 Where you receive a mistaken internet payment and: (a) both we and the receiving institution are satisfied that a payment made to your account is a mistaken internet payment; and (b) sufficient credit funds are available in your account to the value of that payment; and (c) the mistaken internet payment is reported 7 months or less after the payment; and (d) for mistaken internet payments reported between 10 business days and 7 months of the payment, you do not establish that you are entitled to the payment within the relevant 10 business day period, we will, without your consent, deduct from your account an amount equal to that mistaken payment and send that amount to the financial institution of the payer. If there are insufficient funds in your account, you must co-operate with us to facilitate payment by you of an amount of the mistaken internet payment to the payer.

13.10 We can prevent you from withdrawing funds that are the subject of a mistaken internet payment where we are required to do so to meet our obligations under the ePayments Code.

14. What should you do if you think we have made a mistake?

14.1 Contact us as soon as possible if you think:

      • there has been a mistake in a transaction made through these Services; or
      • information received through these Services is wrong.

When you contact us, you will need to provide us with:

      • your name, member number and account number;
      • the date and amount of the transaction in question;
      • the date of the statement in which the transaction in question first appeared;
      • a brief and clear explanation of why you believe the transaction is unauthorised or an error.

14.2 If we dispute your claim but are unable to resolve the dispute immediately, we will indicate to you by letter the procedure we will follow to investigate and handle the complaint.

Generally:

      • we will report to you within ten (10) business days of receiving your complaint, either advising you of the outcome of our investigation, or the need for more time to complete the investigation;
      • Some complaints may take up to 21 – 45 days to be resolved. We will do our best to keep you informed of our progress in resolving your complaint.

14.3 If we find an error in your account, we will promptly correct the error, adjust interest and charges to the account accordingly and advise you.

14.4 If we conclude from our investigations that no error has occurred, you may ask us to:

      • review our investigation;
      • give you a copy of the material on which we based our decision. (We cannot give you material which may breach a confidence, legal duty or obligation or which may adversely affect security).

14.5 If you are not satisfied with our answer, we will direct you to our internal dispute resolution officer to resolve the matter.

14.6 If our internal dispute resolution officer is not able to resolve the matter to your satisfaction then that officer may refer you to the Australian Financial Complaints Authority (AFCA).

14.7 As far as we are aware the AFCA will only accept a matter after you have tried to resolve it with our internal dispute resolution officer.

15. Can we change these Conditions?

15.1 We reserve the right to vary these Terms and Conditions.

15.2 We will give you at least 30 days written notice if any variation will:

      • impose or increase charges relating to your use of these Online Services;
      • increase your liability for losses relating to transactions through these Online Services;
      • adjust the transaction limits applying to your use of these Online Services; or
      • indicate that your Services or delivery systems for these Online Services is to be discontinued or withdrawn.

15.3 We will tell you of all other variations in advance through these Online Services, notices, or with the periodic account statements.

15.4 Our obligation to give you advance notice does not apply if variations are required in an emergency to restore or maintain the security of these Online Services of any individual account held.

15.5 Our obligation to give you advance notice does not apply if variations are required for security reasons.

15.6 We reserve the right to vary the types of services offered on these Online Services.

16. Can we add further services?

16.1 We reserve the right to provide additional services.

16.2 In the event of conflict between the Terms and Conditions of these Online Services and the Terms and Conditions of a product yet to be offered by these Online Services, the Terms and Conditions of the relevant product will prevail.

17. BPAY

You can use the BPAY system through Police Bank Internet and Mobile Banking. We have specific Terms and Conditions that relate to you using Police Bank Internet and Mobile Banking to make BPAY payments from your accounts. If you propose using Police Bank Internet and Mobile Banking to make BPAY payments, then you need to read our Access Methods Terms and Conditions. When using BPAY through Police Bank Internet and Mobile Banking, these Police Bank Internet and Mobile Banking Terms and Conditions apply to your use of BPAY. Refer to Access Methods Terms and Conditions for more information on the BPAY Service.

18. PayID, Osko and New Payments Platform

When using PayID, Osko, and the New Payments Platform services through Internet and Mobile Banking, the ‘New Payments Platform, Osko and PayID Terms and Conditions‘ apply.

19. Conditions Binding

20.1 You accept these Terms and Conditions by using the Internet Banking Password. In turn, we undertake to keep to these Terms and Conditions once you have used your Internet Banking Password.