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FAQs

  • We were established in 1974 by a group of police officers wanting to help their colleagues, BankVic has grown and prospered thanks to the support of our police members. BankVic would like to recognise the hard work and dedication by all of the emergency services within Victoria by opening up our membership eligibility to support all of our First Responders:

    • Police
    • Ambulance
    • Fire Services
    • State Emergency Service
    • Health Professionals (including people working in hospitals, health centres and ancillary services)
    • Life Guards
    • Public Servants (State and Federal)
    • Friends and family of an existing member
    • People working within 5kms of a BankVic Branch

    We understand the hours you work and the specialist roles you hold in our community.  We recognise the important work you carry out across the state of Victoria and we look after you by providing a wide range of products and services, low fees, competitive rates and the personalised service you all deserve.

  • What is the Credit Card Payment Reminder?
    We will send the primary card holder a SMS or Email reminder in the week prior to your credit card repayment due date where payments are outstanding 5 days prior to the due date.

    Who will receive alerts?
    Only BankVic primary credit cardholders who have met the following conditions will receive a reminder:

    • Those who have not made any payments 5 days prior to the due date for that statement cycle.
    • Those who have made payments however, is still below minimum amount due.
    • Those who have a valid mobile number and/or email address with us.

    Will I get both email and SMS?
    Eligible card holders will receive the reminder SMS when a valid mobile number is available, as well as an email. If you don’t have any valid contact information with us, please call us to update your details.

    What if I don’t want to receive this notification?
    You can opt-out of these SMS notifications by clicking this Unsubscribe link now. Alternatively, you can unsubscribe from these messages at any point in the future directly from the SMS.

    Can I use the information in the alerts when paying my card?
    The amounts in the alerts are based on your credit card statement and it does not account for any payments or purchases made after statement generation.

    When should I pay my card in order to avoid fees?
    It is advisable that you pay 3 to 5 days prior to due date.  Although you can pay anytime between the statement is generated for the month (every 15th) and the due date.

    What are the fees I get to avoid?
    There are two fees and charges that you’ll avoid paying depending on the amount you paid during the payment period.  These are the interest charges and the late payment fees.  You can learn more about avoiding credit card fees in the Fees and Charges document.

    *Operational starting 25th May 2021.

  • You can find your BSB and account number on your monthly statement, or by logging in to , mobile banking or BankVic App.

    Monthly statement:

    Your BSB can be found in the top right corner, and your account number in the 'Transaction Details' column on your monthly statement. 

    Internet banking:

    • Log in to internet banking
    • Go to Account Options > BSB and Accounts

    BankVic App:

    • Log in to BankVic App
    • Go to Information > BSB & Account Number

    Mobile banking:

    • Log in to mobile banking Go to More > BSB
  • You can now reset your Internet Banking/BankVic App Password, by clicking on the forgot password link, under the log on details on the main Internet Banking website and/or the BankVic App.

    Please note: If you do not have a mobile phone number registered at BankVic or have locked out your internet password, you will need to call our Contact Centre on 13 63 73 (8am-7pm, Monday to Friday, 9am-5pm, Saturday) or visit a BankVic branch 9.30am to 4pm.

    What is a One Time Password (OTP)?

    A One Time Password (OTP) is a code sent via SMS to the mobile number you have registered with BankVic, to add additional security to your account. OTP’s provide additional security to your Internet Banking.

    Why is BankVic now using OTP?

    Because OTP’s give us another way to verify who you are, it means that you won’t need to call us when you want to change your Internet Banking password.

    Why do you need my mobile number for OTP?

    OTP’s work by sending a code that can be used only once to a device that belongs to you. In this case that device is your mobile phone. When we have your mobile number registered, we can send OTPs to that number to confirm that the person requesting a change to your Internet Banking password is you.

    What if I don’t use a mobile phone?

    We understand not everyone is able to, or wants to use, a mobile phone. In this case, it just means that if you want to change your Internet Banking password, you’ll need to call us so that we can ask some questions that will verify your identity.

    How can I use the OTP function if I don’t use a mobile phone?

    If no mobile number is recorded on your profile, unfortunately you will not be able to use the password reset facility. You can always call us to reset your password instead.

    Do I need to register for OTP?

    If we already have your mobile number, you will automatically be registered.

    If we don’t have your mobile number, we recommend you call us to provide your mobile number and request to be registered for OTP.

    Do I need to use an OTP every time I log in to Internet Banking?

    No, OTPs are only sent when you perform an action that needs an additional layer of security. To start with, we’ll be using it when you want to change your Internet Banking password, but in future we will extend this to other banking activities like payments.

    Why do you need my mobile number, can I use my email instead?

    Unfortunately, OTP is only compatible with SMS and your registered mobile number for security purposes.

    Can I receive an OTP if I am travelling overseas?

    Yes, but you’ll need to activate international roaming on your mobile phone (and keep your Australian SIM card in your phone) when you travel overseas to receive OTPs. Contact your network provider as you may incur an additional cost.

    Please note that there can be a delay in receiving the text message. After 10 minutes the OTP will no longer be valid. If you have problems call us using our international number (+613 9268 9373) during our call centre business hours and change your password by speaking to us.

    Will I need an OTP each time I log into Internet Banking or the app?

    No. The way you log into Internet Banking and the app won’t change.

    Will I receive an OTP for everything I do within Internet banking?

    No, an OTP will only be triggered if you initiate an Internet Banking password reset request. We may require an OTP for some other transaction types – such as cash transfers – in the future.

    What happens if I enter an incorrect OTP?

    You will be told to enter it again. You can do this up to four more times before your account is locked. If this occurs, you’ll need to call us on 13 63 73 to unlock your account.

    How many attempts do I get?

    Five attempts total are given to enter the OTP correctly. Failure to enter the OTP correctly after five attempts will cause your account to be blocked. You will need to call us on 13 63 73 to request your account to be unblocked.

    How long is the OTP valid?

    The OTP is valid for 10 minutes after being issued.

    What does the OTP SMS look like?

    The SMS will come from ‘BankVic’ and say:

    Your Internet Banking SMS One Time Password is 'XXXXXX' and expires at XX:XX:XX.

    (‘X’ represents a digit)

    Why am I not receiving my OTP?

    There may be a few reasons you are not receiving your OTP:

    • we don't have your current mobile phone number
    • there may be a delay with your service provider sending SMS
    • you are overseas and have changed your SIM card

    Can I use the same mobile number on two different Internet Banking logins?

    Yes.

    How do I update my mobile number that is registered for SMS?

    To change the mobile number registered for your SMS OTP security, you will need to call us on 13 63 73 and let us know your new number.

    You cannot update your mobile number via Internet Banking for security reasons.

    What can I do if I have lost my mobile phone/don’t have access to it and I have generated an OTP?

    Call us on 13 63 73.

  • What are the different ways to deposit into your BankVic accounts?
    Currently, members can deposit via our Branches (over-the-counter) and via electronic fund transfers.  Starting February 26, 2021, members can start depositing via Bank@Post.

    When will Westpac stop accepting deposits from BankVic members?
    Westpac deposit services will end 26 February 2021 and we will commence with Bank@Post deposit services on 26 February 2021.

    What is Bank@Post?
    Bank@Post is a banking service that is provided by Australia Post for banking institutions and their members or customers. It is available at participating Australia Post outlets.

    Where can I use Bank@Post?
    Find a Bank@Post location near you by using their search tool here, or simply look for the Bank@Post sign which will be displayed at the entrance of participating Australia Post outlets.

    Do I need to pay a fee to use Bank@Post?
    BankVic will not charge you fees to at Bank@Post, but Australia Post may in some circumstances (for example with large coin deposits). Please check any applicable fees with Australia Post. 

    Do I need anything to use Bank@Post?
    To use the Bank@Post service, you will need a deposit book with a Bank@Post barcode which can be ordered from BankVic. Note that Bank@Post will not have the ability to accept deposits using BSB and account number. 

    Do I need to order the new Bank@Post deposit book?
    No. If you have been using Westpac as a deposit service for the past 12 months or have ordered a deposit book recently, you will automatically be given a new Bank@Post deposit book. 

    If you have not used the Westpac deposit service but would like to use the Bank@Post deposit service, you can order a deposit book via our online Bank@Post deposit book request form

    Can I use my BSB and 9-digit number with Bank@Post?
    No, you will need a deposit slip with a Bank@Post barcode.

    How do I order new deposit books?
    You can order a new deposit book via our online Bank@Post deposit book request form.

    How long does it take to receive the funds?
    Deposits made at Bank@Post will be credited the morning of the next business day. Cheques will require the full clearance of seven business days (this may be longer than what you currently experience with Westpac).

    Can I deposit a Foreign currency cheque via Bank@Post?
    No, you cannot deposit foreign currency cheques via Bank@Post. 

    If I deposit a salary cheque at Bank@Post, can I have the cheques cleared?
    If you send BankVic a letter from your employer on letterhead stating that the cheques (with amount details) are salary cheques and can be treated as clear funds, these funds will be available the next business day.

    Can I deposit coins at Bank@Post?
    Yes, but only a maximum amount of $20.00 of coins will be accepted. You should check with Bank@Post first and find out if there is a fee charged for coin deposits. BankVic does not charge any fees for deposits using barcoded deposit books at Bank@Post locations.

    How much cash can I deposit at Bank@Post?
    You can deposit up to $9,999.95. Bank@Post will not accept deposits of $10,000 or more.

    Can I deposit a cheque at Bank@Post?
    Yes you can deposit a cheque, however Bank@Post requires a clearance of seven business days. Funds will be credited to your account but will be unavailable until the cheque or cheques clear.

    Can I withdraw funds at Bank@Post?
    No, only deposit funds. You will need to use an ATM or eftpos with cash out at a supermarket or convenience store.

    Can my children deposit their pocket money using Bank@Post?
    Yes they can. You will need to order a deposit book for their Little Copper account with the Bank@Post barcode linked to their account. Happy saving!

     

     

  • Register for internet banking by calling us on 13 63 73 option 3 (8am-7pm, Monday to Friday, 9am-5pm, Saturday).

  • Both your residential and postal addresses and your contact details can be changed via internet and mobile phone banking.

    • Mobile banking: login to mobile phone banking. Select "More". Choose "Personal Details" and update your address, phone and email details here. Click Confirm to register the changes.
    • Internet banking: login to internet banking. Select "My Preferences" then "My Profile", select "Address details" or "Contact details". Click "Update" to submit. You can also have your details updated by contacting us for assistance on 13 63 73 option 3 (8am – 7pm Monday to Friday and 9am to 5pm Saturday).  

    Please note:

    • If you wish to update your phone number, please do so via mobile banking, the BankVic app or by calling us on 13 63 73.
    • Your residential address cannot be changed to a post office box.
  • If you wish to make an external transfer over $10,000, please contact us Monday to Friday 8am to 7pm or on Saturday 9am to 5pm on 13 63 73 Option 3. 

  • If you know what your current PIN is, here are the different ways you can change it:

    Via internet banking
    Step 1. Log in to .
    Step 2. Go to My Preferences >
    (a) My Profile > Contact details and check that we have your current mobile phone number, and
    (b) Change Visa Card PIN and follow the prompts to select a new PIN.
    Step 3. We'll send a one-time password to your mobile phone, so make sure you have your mobile handy.
    If you're not yet registered for internet banking, you can register today by calling 13 63 73.

    The BankVic App
    Your PIN can also be changed via the BankVic App. 

    If you can't remember your current PIN and need a new one, you can do one of the following:

    Visit a BankVic branch
    Visit one of our branches to get a new PIN. This service is free for members.

    Select a new PIN online via internet banking
    Step 1. Log in to .
    Step 2. Go to My Preferences >
    (a) My Profile > Contact details and check that we have your current mobile phone number, and
    (b) Change Visa Card PIN and follow the prompts to select a new PIN.
    Step 3. We'll send a one-time password to your mobile phone, so make sure you have your mobile handy.
    If you're not yet registered for internet banking, you can register today by calling 13 63 73.

    Request for a new card
    You also have the option to request for a new card and a new PIN via the BankVic App or at any of our branches. Please note that a fee will apply if you request for a new card.

    Important note about regular payments: As you'll be issued with a new card number and expiry date, remember to update your card details with other organisations where you have set up direct debit arrangements.

  • To receive eStatements, you must be a registered internet banking user. > Register now

    To receive online eStatments contact us on 13 63 73.

  • Yes whether you are the primary cardholder or additional cardholder you will need to activate your own Visa card. You can activate your Visa credit card by calling automated telephone banking on 13 63 73 option 1, then 6 for card activation. Alternatively, you can activate your Visa card via internet banking.

  • If you have been using your card, you will automatically be sent a replacement card to the address that we hold for you, 3-weeks prior to your card’s expiry date. The same PIN applies if you currently have one. If you have not used your card for twelve months, we will seek your consent to replace your card. If you are travelling overseas, make sure your card is not going to expire while you are away and remember to call us to arrange for a replacement well before you leave.

  • If your card has been lost or stolen, you should immediately report this to us via the BankVic app or by phone. You can use your digital wallet (if activated prior to it being lost or stolen)  to access your money while you wait for your new card to arrive. To report your lost or stolen card/s:

    Via the BankVic App
    Step 1. Login to the BankVic App
    Step 2. Go to Cards
    Step 3. Go to Need help with your card? 
    Step 4. Choose the appropriate option for your card

    By phone call
    During business hours contact us
        Mon to Fri, 8am to 7pm (AEST), Sat, 9am to 5pm (AEST)
        Within Australia: 13 63 73
        Overseas: +613 9268 9373

    Outside business hours contact Visa
        24-hour Visa Emergency Hotline
        Within Australia: 1800 621 199 (toll free).
        Overseas: +612 9959 7686 or +1 303 967 1090 (collect call)

    If the loss occurred outside business hours and you have contacted Visa, you must confirm the loss, theft or misuse of the card with us as soon as possible. Visa will give you a reference number which you should keep as proof of the date and time of your report.

    Can I access my funds while waiting for the new card?
    Yes, if you have setup your digital wallet prior to the card being reported as lost/stolen, it will still perform as normal while you wait for the physical card to be delivered. 

    What happens after I report my card as lost or stolen?

    • Your physical card will be delivered to your registered address within 5 to 7 business days.
    • Once you receive the card, you can activate it via the BankVic App or via internet banking.
    • You can update any subscriptions or recurring payments that you’ve used with your new card details.
    • It's advisable for you to complete our Overseas travel notification online form with details of your travel plans. This assists us when monitoring accounts for potentially fraudulent transactions and we can determine for security reasons, whether or not to restrict your card. We can sometimes also provide tips specific to your destination, such as the use of ATMs in Bali.

    • BankVic offers International Payment services in 133 currencies via telegraphic transfer (TT). This is a secure, electronic means of depositing your specified currency directly into a bank account overseas. Please note, telegraphic transfers are not immediate and can take between 2 and 7 working days to complete (dependant on the currency).  

      To set up an International Payment via telegraphic transfer:

      • Call 13 63 73 option 3
        9am - 5pm, Monday - Friday
      • Visit a branch
        9:30am - 4pm, Monday - Friday

      Please have on hand the following information:

      • Name of beneficiary
      • Address of beneficiary
      • Bank name
      • Bank address
      • International Bank Account Number (IBAN) – currency dependant
      • Sort code (Bank identifier number/BSB number)
      • Swift code (Bank identifier code)
      • Account number
    • An international payment can be received via a telegraphic transfer, enabling foreign currency (in up to 25 currencies) to be converted into Australian dollars (AUD) and transferred into your BankVic account. Inbound telegraphic transfers are not immediate and can take between 3 and 7 working days to complete. 

      To set up and receive an international payment into your BankVic account, please follow these steps:

      1. Access the currency account details you will need by entering the country you are receiving funds from and your details via the American Express Inward TT Transfer Portal
      2. Simply click ‘Submit’ and a PDF button will automatically appear on the next screen with payment instructions for you to provide to your overseas sender.
      3. Send or email the PDF file with the payment instructions to the person sending the funds so they can complete a payment for a deposit of the funds into your BankVic account.

      Please note: The exchange rate applied is the rate available to AMEX on the date and time AMEX receives the funds from the overseas financial institution. This rate cannot be set in advance and will be disclosed to you after the exchange has occurred.

    VIEW ALL FREQUENTLY ASKED QUESTIONS

    DOWNLOADABLE RESOURCES

    Forms & Documents

    OUR LOCATIONS

    Branches & ATMs

    • Open 9:30am-4pm, Monday to Friday.

      278 Spencer Street, Melbourne VIC 3000
      DX 210546

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    • Open 9:30am-4pm, Monday to Friday.

      Brandon Business Park, Building 4, 540 Springvale Road, Glen Waverley VIC 3150
      DX 211827

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    • Open 9:30am-4pm, Monday to Friday.

      Ground Level, 50 Flemington Road, Parkville VIC 3052
      DX 212344

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    • This branch can currently only be visited by hospital staff and members visiting patients. Please check hospital visiting information before arrival.

      We are still available by phone or video chat, just choose your preference when booking an appointment below.

      Open 9:30am-4pm, Monday to Friday.

      246 Clayton Road, Clayton Vic 3168 (Opposite Zouki Cafe)
      DX 211468

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      Book Appointment
    • Branch can currently only be visited by hospital staff and members visiting patients. Please check hospital visiting information before arrival.

      We are still available by phone or video chat, just choose your preference when booking an appointment below.

      Open 9:30am-4pm, Monday to Friday.

      176 Furlong Road, St Albans VIC 3021
      DX 212630

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    • Open 9:30am-4pm, Monday to Friday.

      Tower 1
      Level 24, 311 Spencer St, Docklands VIC 3008
      DX 210100

      Book appointment

    CONTACT US

    Get in touch

    • Learn more about buying a new home

      General enquiries

      Monday to Friday, 8am to 7pm (AEST)
      & Saturday, 9am to 5pm (AEST)
      13 63 73
      info@bankvic.com.au

      Overseas
      +613 9268 9373

      GPO Box 2074, Melbourne VIC 3001

    • Banking

      Lost or stolen cards

      Monday to Friday, 8am to 7pm (AEST)
      & Saturday, 9am to 5pm (AEST)
      13 63 73

      If it’s outside of business hours, call the VISA 24hr Emergency Hotline
      1800 621 199

      Overseas
      +612 9959 7686 or
      +1303 967 1090

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      Online enquiries & feedback

      If you would like more information on any of our products or services, please fill out our Online Enquiries & Feedback form.

    Serving all Statutory Notices

    BankVic’s address for service of statutory notices and legal documents (including writs, subpoenas, and garnishee orders) is:

    The Proper Officer
    BankVic
    Level 3 215 Spring Street
    Melbourne VIC 3000
    Australia
    Service of Notices will not be accepted via fax or email.    

    Police matters
    For law enforcement agency enquiries relating to the service/execution of Warrants or Notices to Produce, please contact BankVic via email at operations@bankvic.com.au 

    Terms and conditions

    Important things you should know

    Information on this page is general in nature and does not take into account your personal circumstances. You should consider whether it is appropriate for you before acquiring the product or service.

    Fees and charges may apply. Interest rates are variable and subject to change. Information on our terms & conditions, interest rates and fees & charges are available on request.

    We recommend that you read the following documents: