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Top Frequently Asked Questions (FAQs)

Here are some of the most common questions we receive.

• How can I update my contact details?

  You can update your home, postal and email address in internet banking:

  In internet banking:

  1. Go to Settings.
  2. Click Update My Contact Details.
  3. Update the contact details required.
  4. Click Update to submit the change/s.

  To update your title or phone number, call 13 63 73 or visit a branch.  

  BankVic branches
• How can I access funds while waiting for a new card?

  If you had your digital wallet set up before reporting the card as lost or stolen, you'll still be able to use it.  

  You can also transfer funds to other accounts using internet banking or the BankVic app.  

• Should I notify BankVic if I’m going to use my card/s overseas? 

  Yes. You can let us know by completing 'Overseas travel notification' form.

  Overseas travel notification form
• How can I send and receive money internationally? 

  BankVic has partnered with Send Payments to provide you with a safe, fast and easy way to send and receive money around the world at competitive exchange rates. You’ll need to set up a Send account to use their international money transfer services.

  Get started
• How do Predictive Direct Debit Dishonour notifications work?

  How does the notification work? 

  Looking at historical direct debit transactions and account balances, BankVic predicts that a direct debit dishonour is likely to occur. BankVic does not receive any information from your billers with respect to your payments. 

  Does this mean you’ll always notify me of impending payments? 

  No. We don’t receive any information from your billers about your payments so these notifications are predictions, based on previous payments. We may not be able to predict every future direct debit and your actual bill may have different due dates and amounts. Make sure you check what amount will be drawn from your account and on what day to avoid a dishonour fee.   

  What if I don’t want to receive this notification? 

  You can opt-out of these SMS notifications by clicking the unsubscribe link from the messages at any point. 

  Which direct debits won’t I be notified about?  

  You will not receive notifications for purchases that do not occur on regular payment cycles (such as PayPal and eBay) as BankVic will be unable to determine a pattern or history of a transactions to provide you alerts. 

  An alternative method to making payments with your account and BSB, is to use your Visa Debit card. If insufficient funds exist in your account, the transaction will not clear at the time of processing and will avoid any dishonour fees. 

  Why hasn’t this been done before to prevent me from being charged fees in the past? 

  As part of ongoing efforts to create exceptional member experiences, BankVic now has technology and data to enable this service. 

  Why does BankVic charge direct debit fees? 

  BankVic utilises a third-party provider to process direct debit transactions. If there are insufficient funds in your account when a direct debit is processed, BankVIic incur a fee which we are unable to absorb and must pass on.

• I am getting a message to contact service & sales after attempting to login. Why?

  After a number of unsuccessful login attempts, online banking may lock your account for security reasons. To fix this, you will need to contact us on 13 63 73 (8am-6pm, Monday to Friday).

• Why is some information on the home page not visible?

  The information widget boxes eg. Account Details, located on the home screen includes a feature to

  The information widget boxes eg. Account Details, located on the home screen includes a feature to hide or display the information. This works by selecting the small arrow on the right-hand side of the widget box display:

  • Arrow pointing down: if the small arrow on the right-hand side of the box is pointing down, the information is displayed.
  • Arrow point upwards: if the arro
• How do I find my BSB and account number via online banking?

  You can find your BSB and 9-digit external account numbers in your statements, as well as through internet and mobile banking.

  Statements

  Your account number and 9-digit external account number can be found on your statements, above your opening balance.

  • Internet banking: Log in to internet banking, go to Account Options > BSB and Account.
  • Mobile banking: Log in to mobile banking, go to More > BSB.
  • Mobile App: Open the banking app and go to Account Balance. Select the menu on the top left of your screen, select Additional Services, and then select Account BSB Details.
• How do I apply to receive eCommunications?

  To receive eCommunications, you must be a registered internet banking user.

  To receive online eStatments contact us on 13 63 73.

• How do I update my email address?

  To change your designated email address, you can contact us or do it yourself via online banking as follows:

  Internet banking:

  1. Log in to internet banking.
  2. Go to My Preferences > My profile.
  3. Select Contact details and update your email address.
  4. Select OK to submit the changes.

  Mobile banking:

  1. Log in to mobile banking.
  2. Go to More > Personal Details.
  3. Select Contact and update your email address
  4. Select Confirm to submit the changes.
• How do I update my personal details using internet banking?

  3 easy ways to change your personal details:

  1. Log in to online banking
  2. Call 13 63 73
  3. Visit a branch

  How to change your personal details via online banking

  Internet banking

  1. Log in to internet banking.
  2. Go to My preferences > My profile.
  3. You can change either your address or email 

  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.

  Mobile banking

  1. Log in to mobile banking.
  2. Go to More > Personal details.

  Useful information

  • Remember if calling us or visiting a branch to change your details, you'll be asked to verify your identity.
  • You can only change your personal details, and not those of your spouse or partner. More importantly, if you're a parent and changing addresses and contact details, remember to change your children's contact details too.
  • If you have taken out insurance policies through us and changed your details via online banking, you still need to call 13 63 73 option 5 so we can update your details on the insurance policies as well.
• What accounts are available to open online?

  When you're a registered user of internet banking, you can open the following types of savings and term deposit accounts online:

  • Easyinvest
  • Bonus Saver
  • Term deposits
• How do I open a savings account online?
  1. Log in to internet banking.
  2. Go to Accounts > New savings account . 
  3. Choose which savings account you'd like to open and then follow the on-screen instructions to complete your account opening.
• How do I open a term deposit account online?
  1. Log in to internet banking.
  2. Go to Accounts > New term deposit.
  3. Choose the term deposit you'd like to open by selecting your preferred term and rate and clicking on the corresponding interest rate of the term/amount.  Then follow the on-screen instructions to complete your account opening.
• How do i set up a joint account?

  If the account is to be a joint account, the joint account holder will be asked to enter their internet banking details. Alternatively, you can change the account to joint at a later date, just contact us on 13 63 73 or visit a branch to find out how.

• How do I transfer funds?

  The transfer of funds feature for both internal and external transfers in online banking is available by selecting Payments > Transfer Money.

  The Transfer Money page includes a ‘Transfer To’ drop-down menu that displays when the field is selected. The drop-down menu provides a list of options to select either Pay New; Internal Accounts; Internal Personal Payees and External Personal Payees.

  ‘Transfer To’ drop-down menu options:

  Pay New – Selected for new payments to internal accounts or to other external financial institutions and for the creation of personal payees.

  Internal Accounts –All your internal accounts will be listed below this heading.

  Internal Personal Payees – Lists all your internal personal payees.

  External Personal Payees – Lists all your external personal payees.

  ‘Transfer To’ Quick Search – The ‘Transfer To’ field can be used to search for a personal payee or other item. Just start typing the first few characters of the name and any matching items will be displayed and can then be selected.

  Take care when entering these details as the account name cannot be verified by us prior to sending your funds.

  Incorrect information may result in funds being credited to the account of an unintended recipient if the BSB number and/or identifier do not belong to the named recipient, and loss of funds should they not reach the intended recipient. It may not be possible to recover your funds from an unintended recipient.

  If you do make an error, please let us know and we will action a Mistaken Internet Payment request where we will contact the unintended recipient’s banker and request the payment be returned. Your online banking terms and conditions includes our obligations for these reports and the ePayments Code explains further.

• I've recently moved house. Can I change my postal address online?

  Yes. 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 Service & Sales on 13 63 73 (8am-6pm, Monday to Friday), or visit a branch.

  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.
• Why do I keep getting a connection expired message?

  This occurs when your computer’s configuration does not meet our download requirements. It requires Internet Explorer / Mozilla Firefox to be configured for downloads. Follow the steps outlined below to fix this problem.

  1. Go to Tools > Internet Options.
  2. On the Privacy tab, make sure the bar is no higher than Medium. If the bar doesn’t display and just says Custom, click on Default Level and the bar will show.
  3. Click OK to save your changes.
  4. On the Security tab, make sure the bar is no higher than Medium on the Internet zone. If the bar doesn’t display and just says Custom, click on Default Level and the bar will show.
  5. Click OK to save your changes.

DOWNLOADABLE RESOURCES

Forms & documents

• BankVic membership
  Membership and account opening online formElectronic Identity VerificationMembership and account opening PDF formDOWNLOADYouth membership & Account Opening FormDOWNLOADPrivacy PolicyDOWNLOADPrivacy NoticeDOWNLOADList of people Authorised to certify copies of documentsDOWNLOADMember identification PDF 334.20 KBDOWNLOADSignature card PDF 140.41 KBDOWNLOADSignature and share card PDF 80.66 KBDOWNLOADSwitch of regular payments arrangements & notice of variation of account details PDF 712.31 KBDOWNLOADForeign Tax InformationDOWNLOADUnclaimed Monies Refund Request For PDF 204.72 KBDOWNLOADName Disclosure Form PDF 169.12 KBDOWNLOADShareholder membership PDF 153.26 KBDOWNLOADCertificationDOWNLOAD
• Home & Personal Loans
  Home & Investment Loans Application FormDOWNLOADPersonal / Car Loan and Credit Card Application FormDOWNLOAD
• Savings & Investment accounts
  New individual or joint account / Visa debit card / Add authorised signatory PDF 171.56 KBDOWNLOADStudent/apprentice fee-free registration PDF 113.24 KBDOWNLOADSMSF Saver - individual as trustee DOWNLOADSMSF Saver - company as trusteeDOWNLOADClub subscriptions (bulk) PDF 127.56 KBDOWNLOADTerm depositDOWNLOADEarly/part redemption of term deposit PDF 134.56 KBDOWNLOADMaturity advice PDF 85.12 KBDOWNLOADTrust or trading account PDF 570.22 KBDOWNLOADUnincorporated depositors/updated signatories/account operation PDF 183.05 KBDOWNLOADTransaction dispute formDOWNLOADRevocation of Joint Account Form PDF 255.53 KBDOWNLOADBank@Post QR code request online form
• Retirement Savings
  SMSF Saver - individual as trustee PDF 300.14 KBDOWNLOADSMSF Saver - company as trustee PDF 321.72 KBDOWNLOADEarly release of RSA benefits - severe financial hardship PDF 486.42 KBDOWNLOAD
• Credit cards
  Personal / Car Loan and Credit Card Application FormDOWNLOADCredit Card Key Fact Sheet 53.71 KBDOWNLOADVisa credit card additional cardholder/balance transfer requestDOWNLOADCredit limit decrease or cancellationDOWNLOADTransaction dispute formDOWNLOADComplimentary International Travel Insurance Policy Information Booklet 299.00 KBDOWNLOADQantas Frequent Flyer Member Number Form
• Terms and Conditions
  BankVic Terms & Conditions DOWNLOADBankVic Financial Services Guide DOWNLOADBankVic Credit GuideDOWNLOADBankVic Fees & ChargesDOWNLOADHome Loan Terms & Conditions 271.38 KBDOWNLOADBankVic Credit Cards, Conditions of UseDOWNLOADQantas Rewards Terms & Conditions 68.55 KBDOWNLOADPersonal Loan Terms & Conditions 79.20 KBDOWNLOAD
• Product Disclosure Statements
  BankVic Home & Contents Insurance PDSDOWNLOADHome Building KFSDOWNLOADHome Contents KFSDOWNLOADBankVic Landlord Insurance PDSDOWNLOADLandlord Building KFSDOWNLOADLandlord Contents KFSDOWNLOADBankVic Motor Insurance PDSDOWNLOADBankVic Caravan & Trailer Insurance PDSDOWNLOADBoat Insurance PDSDOWNLOADVAU Personal Accident and Sickness Insurance Scheme PDSDOWNLOADAEAWA Income Protection PDSDOWNLOADCGU Travel Insurance PDS (no longer for sale)DOWNLOADCGU Home First Choice Insurance PDS (no longer for sale)DOWNLOADCGU Home Fundamentals Insurance PDS (no longer for sale)DOWNLOADCGU Landlord Insurance PDS (no longer for sale)DOWNLOADCGU Motor Vehicle Insurance PDS (no longer for sale)DOWNLOADCGU Caravan & Trailer Insurance PDS (no longer for sale)DOWNLOADCGU Boat Insurance PDS (no longer for sale)DOWNLOADCGU Motorcycle insurance PDS (no longer for sale)DOWNLOADRSA Product Information Sheet (no longer for sale)DOWNLOAD
• Target Market Determinations
  Everyday Account TMD 193.41 KBDOWNLOADLow Rate Visa TMD 186.65 KBDOWNLOADGold Visa TMD DOWNLOADQantas Visa TMD 259.16 KBDOWNLOADPersonal Loan TMD 191.84 KBDOWNLOADCar Loan TMD 193.24 KBDOWNLOADLittle Copper Club Account TMD 194.79 KBDOWNLOADEasyInvest TMD 219.32 KBDOWNLOADBonus Saver TMD 450.47 KBDOWNLOADPension Plus TMD 191.09 KBDOWNLOADSMSF Saver TMD 351.64 KBDOWNLOADTerm Deposit TMD 249.05 KBDOWNLOAD12 Month Income Term Deposit TMD 255.93 KBDOWNLOADVariable Rate Home Loan TMD 320.84 KBDOWNLOADVariable Rate Investor Property Loan TMD 390.93 KBDOWNLOADPolice Variable Rate Home Loan TMD 207.02 KBDOWNLOADPolice Variable Rate Investor Property Loan TMD 197.23 KBDOWNLOADFixed Rate Home Loan TMD 249.41 KBDOWNLOADOffset Variable Home Loan TMDDOWNLOADOffset Variable Investor Property Loan TMDDOWNLOADOffset Police Variable Home Loan TMDDOWNLOADOffset Police Investor Property Loan TMDDOWNLOAD
• Other guides and information
  Financial hardship assistance application form PDF 300.90 KBDOWNLOADComplaints and Dispute Resolution Member PolicyDOWNLOADBankVic Telegraphic Transfers PDF 89.06 KBDOWNLOADCo-Borrower InformationDOWNLOADInformation Statement for Credit Contracts - Form 5DOWNLOADRespectful Behaviour Member PolicyDOWNLOAD
• Overseas travel notification online form

  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.

  Overseas travel notification form

OUR LOCATIONS

Branches & ATMs

• City West Branch

  Open 9:30am-4pm, Monday to Friday.
  
  278 Spencer Street, Melbourne VIC 3000

  Open in Google Maps

  Book appointment
• Glen Waverley Branch

  Open 9:30am-4pm, Monday to Friday.
  
  Brandon Business Park, Building 4, 540 Springvale Road, Glen Waverley VIC 3150

  Open in Google Maps

  Book appointment
• Monash Medical Centre Branch

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

  Monash Medical Centre, Level 2, 246 Clayton Rd, Clayton VIC 3168 (Opposite Henry & Co Cafe)

  Open in Google Maps

  Book Appointment
• Victoria Police Centre Branch (only accessible by members of Victoria Police)

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

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

  Book appointment
• Victoria Police Centre ATM – Level 7 Degani’s Café (only accessible by members of Victoria Police)

  Open in Google Maps

• Victoria Police Academy ATM (only accessible by members of Victoria Police)

  Open in Google Maps

• City West Police Complex ATM

  Open in Google Maps