Q. What is a Commonwealth Bank credit card?
A. A credit card is a form of short term finance, or borrowing money. Through partnership with the MasterCard®, Visa and American Express® schemes, a Commonwealth Bank credit card can be used across global payment networks for purchases and cash advances.
Q. How do Commonwealth Bank credit cards work?
A. Upon approval of an application, a credit limit is determined based on measures such as income, current levels of debt and capacity to repay. This limit determines the total amount that can be outstanding at any one time. While the total balance of spend does not need to be paid off entirely each month, a minimum payment is required and interest will be charged on the outstanding balance.
Q. Who can apply for a Commonwealth Bank credit card?
A. To apply you must be 18 years of age or older, be an Australian resident, have a good credit history, and be able to make regular repayments.
Q. How long does the application take to complete?
A. Individual times will vary according to method of application (internet, phone, in person), however the process should not take longer than 15-20 minutes.
Q. How will I know the status of my application?
A. We will keep you informed of the status of your application at all key points. Please ensure accurate contact details (mailing address, email address and phone numbers) are provided, to allow us to communicate with you.
Q. When will I receive my card?
A. Once you have completed and submitted your application and if you are eligible for a credit card, your new credit card will be delivered to you within 10 working days from the date all the necessary information is received. Should we require additional information, a letter confirming our requirements will be issued within 5 days of application lodgement.
Q. What is an identification and signature check?
A. If you are not currently a Commonwealth Bank customer you must provide satisfactory identification so we know you are who you say you are. After you have applied, we will send you a letter requiring proof of identification. You will need to have copies of your identification documents certified by a prescribed person, and mail them back to us. Alternatively you can:
Please note that if you applied for a credit card in one of our branches, you will not need to complete this step (as the customer identification check is part of the branch application process).
Q. How do I activate my card and create a PIN once I receive it?
Note: If you're not registered for NetCode you'll only be able to activate your card on NetBank. You'll need to call us on 13 2221 or visit a branch to obtain a PIN. Why not save time and register for NetCode SMS? In NetBank select the Services tab and select NetCode security. Follow the simple on screen instructions.
If you are experiencing any difficulties with activating your card in NetBank contact us on 13 2221.
Q. What are the Commonwealth Bank’s commitments as a responsible lender to the community?
A. At the Commonwealth Bank, we are committed to responsible credit practices. We’ve specifically developed brochures to assist customers in using their credit cards, including tips and suggestions (see “Handling your Credit Card”). The booklets are free, and readily available through our branches. The following pages also provide further information on responsible money management:
Q. What is a balance transfer?
A. A balance transfer is when you request a balance owing on a personal Australian-bank issued credit or store card to be transferred to your Commonwealth Bank credit card. This helps you save on interest repayments and enables you to manage your finances in one spot. Once we receive your form, we will send you a confirmation letter within 10 days.
Q. How do I request a balance transfer, and how long does it take to process?
A. To transfer a balance from another financial institution or store-issued credit card, you can either:
Q. Is there a fee for balance transfers?
A. No, there is no fee charged to bring the balance of another institutions credit card across to a Commonwealth Bank credit card. However, interest will apply.
Q. Can I transfer a balance that is greater than my credit limit?
A. No, it is not possible to transfer a balance if it means your credit limit will be exceeded. We will transfer part of the balance, up to 95% your credit limit. This is to ensure you have sufficient credit available on your card in case of emergencies. If you would like to transfer more balance, visit your nearest branch to see if you are eligible for an increased limit.
Q. How is interest calculated on my credit card?
A. How interest is calculated and when it is charged depends on the type of card you have, the transactions you make, and when you make payments.
Download A question of interest (PDF 375kb) today to find out more.
Click here for standard fees and charges brochure.
Q. How do I update my contact details?
A. It is important you keep your contact details up to date. You can do this by calling 13 2221 24 hours a day, 7 days a week, dropping into a branch, or via NetBank, in the 'My Details' section.
Q. How do I set up NetBank for my Commonwealth Bank credit card?
A. To setup NetBank you will need your credit card number, PIN, and your mobile phone. Now you are ready to register simply click here.
Q. How much do I have to pay monthly?
A. The least amount you must pay by the due date is the “minimum payment”, found on your monthly statement. This amount is usually $25, or 2% of the closing balance, whichever is greater. If your closing balance is less than $25, you will need to pay the whole of the closing balance. If you don't pay the minimum payment by the due date, you may be charged a late payment fee and may have your account restricted.
Q. How do I make payments into my account?
A. You can make payments in several ways:
®Registered to BPAY Pty Ltd ABN 69 079 137 518.
Q. Can I make a bill payment from my Commonwealth Bank credit card?
A. In most cases, yes. Payments made to BPAY billers who accept credit card payments will be treated as normal credit card purchases.
Q. What is a direct debit, and how do I set one up?
A. A direct debit is an automated payment which comes from your credit card, and can be set up for a fixed or variable amount to a service provider you choose.
To set up a direct debit:
If you should wish to cancel a Direct Debit on your credit card, simply call your service provider.
Q. What is a credit card Autopay?
A. Autopay is an automatic direct debit which comes from a savings or transaction account to cover either the minimum credit card payment each month, the total balance outstanding, or a set amount each month.
To set up or change Autopay you can either:
Logon to NetBank, hover over the More tab, under the the 'Manage Accounts' heading, select 'Manage my accounts' and click on Pay my credit card automatically, or visit your local branch. To save time, please download and complete the Credit Card autopay direct debit request form and take it with you to the Branch.
Q. The total balance of my credit card gets paid off automatically each month - how will the Great Rate purchase be treated?
A. If you have an Autopay on your credit card account your balance will include the Great Rate purchase which will also be paid by your Autopay facility. To modify your Autopay arrangements to pay only the minimum amount due ot a set amount each month you can either:
Q. Can I transfer funds from my other accounts to and from my Commonwealth Bank credit card?
A. Yes, this can be arranged through the NetBank centre, via telephone banking and through ATM’s.
Q. What is a CVC, CSC or PCSC and where is it on my card?
A. All Commonwealth Bank credit cards include a security feature known as a Card Verification Code (CVC), Card Security Code (CSC) or Printed Card Security Code (PCSC). These are security codes that are either encoded onto your card or printed on the card.
When you are making a purchase by mail order, online or over the phone you may be asked to quote the printed code in order to verify the card is in your possession.
For MasterCard® Card and Visa card this is a 3 digit number, located on the back of the card on the right side of the signature strip.
For American Express® Cards this is a 4 digit number, located on the front of the card on the right-hand side above the American Express logo.
Q. How and when is an annual fee charged?
A. The annual fee (if applicable) is debited from your credit card account;
Q. How and when is an overlimit fee charged?
A. An overlimit fee of $10 is only applied to accounts opened before 1 July 2012 and is charged when we first allow you to exceed (or further exceed) your credit card limit in a statement period. This fee can be avoided by always staying within the credit limit (shown on monthly statements above all transactions, or on the account information page in NetBank) or opting out of being able to spend more than your limit.
Q. How and when is a late payment fee charged?
A. A late payment fee of $20 is charged when the minimum payment is not received by the third day after the due date. This fee can be avoided by always making the minimum repayment by the date indicated on monthly statements.
Q. How do I add or remove an additional cardholder from my account?
A. To add an additional cardholder to your account, they must be 16 years or older. Just go into a branch or complete the Additional Cardholder application. If the additional cardholder has not been identified by the Bank (i.e. is not an existing customer), they will need to visit the branch with you for the identification process. They should bring identification with a photo (e.g. passport, drivers licence or proof of age card).
To remove an additional cardholder from your account, simply phone 13 2221 or drop into any one of our branches.
Q. What access does the additional cardholder have?
A. An additional cardholder can make purchases and cash advances, request deletion of their additional card from the account, change the PIN for their card and report their card lost or stolen. They cannot change the credit limit, request a balance transfer, close the account or change the address.
The principal cardholder is responsible for the additional cardholder's card use and paying for all transactions made using the card, as if the principal cardholder had made the transactions.
Q. My card is about to expire – what should I do?
A. Nothing. Your new card will be sent to you 2-4 weeks prior to your card's expiration date. If you haven't received your replacement card by the 26th day of the month the card is due to expire, please advise us by calling 13 2221 or visit any Commonwealth Bank branch.
Q. What do I do if my card has already expired and I do not have my new card?
A. If you haven't received your replacement card in the mail, call 13 2221 (24 hours a day, 7 days a week), advise the customer service representative and we will organise a new card to be mailed.
Q. What is an outstanding authorisation?
A. An outstanding authorisation is when the estimated value of a purchase (e.g. car rental) is being held for a period of several days to allow the merchant to process the transaction. It is also used as a security measure for transactions such as hotel accommodation, without being charged to the account.
An outstanding authorisation reduces the cardholder's available credit, but does not affect the balance owing on the card.
Please be aware that any outstanding 'hold' on a customer's account will automatically 'drop off' after a number of working days if the merchant doesn't complete the transaction. However, if a 'hold' is preventing a cardholder's use of available credit on their account, it can be removed more quickly if the customer asks the merchant to send us a formal request by fax, including the following information:
Please fax these details to 02 9009 0605.
Q. How do I request a replacement card?
A. Just call 13 2221, 24 hours a day, 7 days a week, or drop into your nearest branch.
Q. How can I change what type of card I have?
A. If you would like to switch to another Commonwealth Bank credit card, simply complete the form and either drop it into any branch or fax to (02) 9841 6300.
Q. What should I do if I suspect an unknown or unauthorised transaction?
A. If you notice a transaction on your account that you didn’t make, call us immediately on 13 2221 from within Australia, 24 hours a day, 7 days a week.
If you are overseas, call us immediately on +61 13 2221, 24 hours a day, 7 days a week.
Q. How do I dispute a transaction listed on my statement?
A. If you believe there is an unauthorised transaction shown on your account, call 13 2221 or go to into a branch with a copy of your statement, and details of the transaction. Our representatives will commence a Dispute Investigation, please note this process may take several weeks to resolve as it may be necessary to retrieve information or copy of a voucher from another bank.
Q. How much can I withdraw in a cash advance?
A. A maximum monthly cash advance limit may apply, the amount of the limit will be at our discretion and may vary. However, a minimum of $20 applies both locally and overseas. Cash advances at an ATM are also subject to your daily withdrawal limit. Please note that interest will be charged immediately (ie there is no interest free period applicable) and a fee applies. Click here to view the standard fees and charges brochure (PDF 140KB)
Q. How do I increase or decrease my credit limit?
A. If your current credit card limit is no longer appropriate for your needs, you can apply for a credit limit increase or request a decrease by calling 13 2221, 24/7, or visiting your local branch.
Q. What can I do if I cannot make payments?
A. If you think you are going to fall behind with your payments, the first step is to stop using your credit card and ask any additional cardholder to do the same. You should also advise the Bank as soon as possible so that it is aware of your situation and can advise you of your options and, if necessary, a payment plan. The next step is to establish a payment plan budget to pay off your debt. You will need to review your original budget and cut back on non-essential items.
Q. What if I have a complaint?
A. If you have a complaint, contact your branch or call 13 2221. Our staff will either deal with the matter personally or refer the matter to the appropriate person.
Q. What if the matter is not resolved?
A. If the matter is not resolved to your satisfaction, please contact our Customer Relations team:
Q. What are the features and benefits of my Card?
A. Each Commonwealth Bank credit card has unique features and benefits. To compare all their features, please refer to our Credit cards comparison table.
Q. How is my Commonwealth Bank credit card protected from fraudulent use?
A. Commonwealth Bank credit cards offer high levels of security, through advanced fraud detection systems which monitor all accounts 24/7. Our state-of-the-art technology detects suspicious transactions, and we will call you if we have doubts on the legitimacy of a transaction. All new Commonwealth Bank credit cards issued also feature market-leading chip technology, and the availability of Secure Internet Shopping and Secure Sentinel further make Commonwealth Bank credit cards one of the most protected, and safe, in the market.
Q. What is Secure Sentinel and how do I sign up?
A. Secure Sentinel acts as a central service that provides protection against fraud by using the details you have previously provided to sort out everything for you, without fuss. Once you sign up and register your details, Secure Sentinel can protect your credit cards and valuables with just one phone call. You can protect the following:
Q. What is 'Your Concierge'?
A. All Platinum Awards credit card and Diamond Awards credit card cardholders have automatic complimentary access to the personal assistance service 'Your Concierge' Available 24/7 whether you are at home, interstate or anywhere in the world, 'Your Concierge' is there to assist. Services include travel information and assistance; entertainment planning; information on current festivals and events; and gift and specialty services.
To access this service simply call toll-free 13 1661 or reverse charges anywhere in the world +61 2 9921 5075.
Q. What awards are available?
A. The wide range of Commonwealth Awards includes shopping, merchandise, travel, accommodation, entertainment and cash back awards. Gold Awards credit card, Platinum Awards credit card and Diamond Awards credit card cardholders are eligible for additional privileges. Once you become a member of Commonwealth Awards, an awards catalogue will be mailed to you.
Q. How do I know what my Awards points balance is?
A. Your current awards points balance is available on the awards site, along with your ten most recent award transactions (in the last six month period). Once you are a member you can view the awards site via our internet banking service – NetBank. Your monthly statement also shows you the points you've earned and redeemed.
Q. When will points earned on my card appear in my account?
A. Points are attributed in line with bill cycles, so will be viewable at the end of each statement cycle.
Q. How does capping for my Awards points work?
A. You can earn points on eligible transactions up to your points cap. The rate at which you earn points and the maximum number of points that you can earn in a year depends on your card type used and whether you have opted into Qantas Frequent Flyer Direct. However, there is no limit or cap on the number of bonus points you can earn.
Information on the current capping limits on your Awards points can be found under the Earning Points section of the Commonwealth Awards Program Terms and Conditions. Click here to find out how points capping works.
The points cap for all Awards members (Awards, Gold Awards, Platinum Awards and Diamond Awards) is reset on 1 January each year. All points allocated to your account between your January statement and your December statement will count towards the points cap for that year. Points are allocated to an account on a monthly basis and may include points earned from a previous month.
Q. How can I redeem my Awards points to purchase travel with Flight Centre*?
A. Just redeem your Awards points! You can pay the remaining amount with your credit card using a combination of Points Plus Pay and earn Award points when using your Commonwealth Awards Card. You will need a minimum of 2,500 points to book travel with Flight Centre.
Q. What is 'Points Plus Pay'?
A. If you find an item you would like to redeem your Commonwealth Awards points for but don't have enough points, top up your purchase of selected merchandise items with our 'Points Plus Pay' option that combines your awards points and credit card payment towards a purchase.
Q. Do Commonwealth Awards points expire?
A. No, while you are a member Commonwealth Awards points have no expiry date.
Q. How can I get awards faster?
A. Carry both cards. Points earned on both cards go into the same account and are added together. You can maximise the points you earn by using your Commonwealth Bank American Express® Card wherever you can. Also, earn points at over 30 million locations worldwide with your MasterCard® Card or Visa card. Remember, using your cards with bonus partners helps you earn even more points.
Q. What kind of repayment insurance is there for my credit card balance?
A. Take out our CommInsure CreditCard Plus protection. For a small payment each month, your credit card will be repaid in full should you become disabled, involuntarily unemployed or even in the event of death. You can apply for this by calling 1300 302 477 between 8am and 7pm (Sydney time) Monday to Friday, or contact us for more information about CommInsure CreditCard Plus.
The following information is general information only about the complimentary international travel insurance provided with your eligible Diamond, Platinum and Gold Commonwealth Bank credit card. For full details of the insurance cover provided, please refer to the Credit Card Complimentary Insurance and Guaranteed Pricing Cover. If you are unable to view or print this brochure, please call us on 13 2221 for a copy to be sent to you.
Q. Who is eligible for the Complimentary International Travel Insurance Cover?
A.You, your spouse and/or any dependent children, can be entitled to International Travel Insurance with your eligible Credit Card on your journey as long as you travel together for the entire journey, you each have your return overseas travel ticket(s) before leaving Australia, and you spend at least A$1,000 each on prepaid travel costs (this includes the cost of your overseas travel ticket(s), airport/departure taxes, prepaid overseas accommodation/travel, and/or other prepaid overseas itinerary items) and these costs are paid for by one or a combination of the following payment methods:
You meet the Terms and Conditions of the Credit Card Complimentary Insurance and Guaranteed Pricing Cover policy.
Q. What does the Complimentary International Travel Insurance cover?
A. In general terms cover is provided for the following:
However, note that terms and conditions including exclusions, limits to cover, and some excesses apply. Cover is also not provided where you would be covered for the same event by another insurance policy. You should consult the Credit Card Complimentary Insurance and Guaranteed Pricing Cover for more information, or phone Zurich Assist on 1800 285 189, 8.00am to 5.00pm (Sydney time).
Q. What is the maximum length of an overseas trip covered by the Complimentary International Travel Insurance?
A. Gold cardholders are covered for return overseas journeys of up to 3 months, Platinum cardholders are covered for return overseas journeys up to 6 months and Diamond cardholders are covered for return overseas journeys of up to 12 months.
Note that the overseas return journey must originate in Australia, and then return to Australia within the cover period.
Q. What documents should be taken overseas?
A. To verify your eligibility for travel insurance benefits whilst overseas, please take the following documents:
Q. What is the procedure to make a claim whilst overseas?
A. Commonwealth Bank should not be contacted in the event of making a claim. Instead, please phone Zurich Assist via a reverse charges call (+61 2 9995 2020). Zurich Assist will require the above documentation to confirm eligibility.
Q. What is the procedure to make a claim when returning to Australia?
A. Commonwealth Bank should not be contacted in the event of making a claim. Instead, please contact Zurich Assist on 1800 285 189 Monday to Friday (Sydney time), within 30 days of returning from overseas. Zurich Assist will require you to complete a written loss report/claim form which can be downloaded from their website.
Please visit www.zurich.com.au and click on ‘personal products’ then ‘credit card insurance’ and you will find the relevant claim form under the heading ‘Making a claim’.
Q. Who should I contact to find out more information?
A. To find out more information on how Complimentary International Travel Insurance works, whether you are covered, and for claims, please contact:
Credit Card Claims Services
Locked Bag 2138
North Sydney NSW 2059
Phone: 1800 285 189 (Within Australia) Monday to Friday AEST or +61 2 9995 2021 (Outside Australia)
Full details of the cover can also be found in the Credit Card Complimentary Insurance and Guaranteed Pricing Cover booklet. This can also be ordered by phoning 13 2221.
Q. What is Transit Accident insurance?
A. Transit accident insurance provides certain accidental death and injury cover for Platinum and Diamond cardholders who, whilst travelling internationally, sustain an injury while riding as a passenger in or boarding or alighting a plane, tourist bus, train or ferry.
The entire cost of the journey must be charged to the eligible credit card to obtain cover. In certain circumstances the cardholder’s spouse and/or dependent children are also covered. See the Credit Card Complimentary Insurance and Guaranteed Pricing Cover brochure for more information and terms and conditions.
Q. What is Interstate Flight Inconvenience insurance?
A. Interstate Flight Inconvenience insurance is only available to Diamond and Platinum cardholders. When the entire cost of your return interstate flight fare is charged to your Diamond or Platinum Credit Card, you're covered for certain situations where your trip is cancelled, the cost of meals and refreshments, where your interstate flight is delayed for four or more hours, loss or damage to personal items during your interstate travel and funeral expenses as a result of accidental death. Interstate Flight Inconvenience insurance is only available for interstate travel of up to 7 days for business Platinum cardholders and 14 days for personal Diamond and personal Platinum cardholders. In certain circumstances the cardholder’s spouse and/or dependent children are also covered. Please refer to the Credit Card Complimentary Insurance and Guaranteed Pricing Cover for full details of this cover.
Q. What is Purchase Security insurance?
A. Purchase Security Insurance is available to Gold, Platinum and Diamond cardholders. It provides 90 days of free insurance against loss, theft or damage of new personal goods purchased anywhere in the world, where the purchase is charged to your eligible credit card. See the Credit Card Complimentary Insurance and Guaranteed Pricing Cover brochure for more information and terms and conditions.
Q. What is Extended Warranty insurance?
A. Extended Warranty insurance is automatically available to Gold, Platinum and Diamond Cardholders and extends the manufacturer’s Australian warranty by up to 12 months, provided the purchase of those goods is charged to the cardholder’s eligible credit card. See the Credit Card Complimentary Insurance and Guaranteed Pricing Cover brochure for more information and terms and conditions.
Q. What is the Guaranteed Pricing Scheme?
A. This benefit is complimentary for Platinum and Diamond cardholders only. If you make a purchase only to find the same product advertised in a printed catalogue for a cheaper price - no worries. If you call within 21 days of your purchase, you can claim back the difference up to $500.
See the Credit Card Complimentary Insurance and Guaranteed Pricing Cover brochure for more information and terms and conditions.
Q. Can I use my Commonwealth Bank credit card overseas?
A. Yes, you can use your Commonwealth Bank credit card overseas wherever you see the relevant scheme sign displayed. Please see using your card overseas for more information.
Q. Can I access accounts linked to my credit card?
A. At an overseas MasterCard®/ Visa ATM (except in Europe for MasterCard), you can use your Commonwealth Bank credit card to access your primary linked savings account or cheque account when the option is available. You cannot link accounts to your Commonwealth Bank American Express® Card.
To link your accounts simply call 13 2221, 24 hours a day, 7 days a week or visit any Commonwealth Bank branch.
Q. Which ATMs can I use with my credit card?
A. With a Commonwealth Bank MasterCard® card you can withdraw cash advances and obtain balances from any ATM displaying the MasterCard and/or Cirrus logos.With a Commonwealth Bank Visa card you can withdraw cash advances and obtain balances from any ATM displaying the Visa or Plus logo. You can also withdraw cash using your Commonwealth Bank American Express® Card from any ATM displaying the American Express logo.
Q. Why should I notify the Commonwealth Bank before going overseas?
A. By notifying us before you go overseas, we can ensure we have updated contact details should we need to speak to you. In addition, if we know exactly where you are, we can more accurately monitor transactions coming from your account.
For more information or to notify us you are travelling overseas, please call us on 13 2221, 24 hours a day, 7 days a week or visit any Commonwealth Bank branch.
Q. I'm moving overseas, can I transfer my Commonwealth Bank credit card overseas?
A. If you move overseas you can still use your Commonwealth Bank credit card overseas, but you will still need to pay any international transaction fees incurred. Statements will be delivered to your address overseas, and replacement cards (if expired or lost or stolen) will be mailed to your overseas address, after you have confirmed the address (for security purposes).
Please note that a fee does apply for postage costs of sending the card overseas.
Q. Why should I ensure I have a PIN on my credit card before going overseas?
A. In addition to the security benefits from having a PIN on your card, some countries require you to enter a PIN instead of signing for your purchase. So whenever you travel overseas, it is important that you have a PIN on your credit card, otherwise it may not be able to be used.
Q. Do foreign ATMs and EFTPOS work the same way as those in Australia?
A. Using ATMs overseas is very similar to using those in Australia. Overseas ATMs will usually give you a choice of instructions in the local language and in English. PIN-based Maestro and Electronic transactions are also the same as in Australia, just swipe your card and enter your PIN at the time of purchase. In some countries, you may be asked to sign for your purchases instead of entering your PIN.
Q. How do I make a payment to my Commonwealth Bank credit card while overseas?
A. You have a number of options for making payments to your credit card while you are overseas. You can use:
Q. Will I get a receipt for my ATM transaction?
A. We cannot guarantee that all overseas terminals will give you a transaction receipt, but most will.
Q. What will the ATM receipt show?
A. The receipt will show the withdrawal amount in the currency of the country you are in, but it may not always show the remaining balance of your account. If you require an account balance and it is not provided as part of the withdrawal, you will need to request a balance enquiry separately and a fee may apply. However, this function may not be available in all countries. With credit card accounts, a cash withdrawal is the same as a cash advance, and the details provided on the receipt will be the 'available credit' and not the 'outstanding balance'.
Q. How much can I withdraw?
A. Your daily card withdrawal limit for MasterCard Cirrus, Maestro and Visa is the same overseas as it is in Australia.
Card limits can be decreased or increased up to $2000 on NetBank (“Manage accounts” tab), by calling 13 2221 or by visiting a branch. Withdrawal limits are calculated on a 24 hour period (midnight to midnight) Sydney time.
Q. What are the costs of using my card overseas?
A. An international transaction fee applies to credit card accounts for cash advance and purchase transactions made in currencies other than Australian dollars. A cash advance fee also applies. These fees are charged to your account at the time of your transaction. In some overseas countries, including the United States, UK and Canada, local law permits the banks to apply a surcharge to ATM transactions. Notices usually advise that a surcharge applies, and in most cases a phone number will be provided to call to obtain details. The charge will appear on your receipt. (The Commonwealth Bank has no control over these surcharges). Click here to view the standard fees and charges brochure (PDF 140KB)
Q. What is an international transaction fee?
A. An international transaction fee applies any time cash advances, purchases or permitted transactions are converted by MasterCard, Visa or American Express® from foreign currencies to the Australian dollar equivalent. The fee for transactions converted by Visa or MasterCard includes the fees they impose on us, and for cash advances, the relevant cash advance charges will also apply. Click here to view the standard fees and charges brochure (PDF 140KB)
Q. How much are international transaction fees?
A. The fee for transactions converted by Visa or MasterCard includes the fees they impose on us, and for cash advances, the relevant cash advance charges will also apply. Click here to view the standard fees and charges brochure (PDF 140KB)
In addition, American Express transactions are also subject to a 1.50% American Express currency conversion factor which is included in the converted transaction amount shown in your transaction listing.
Q. What do I do if my credit card has been lost or stolen?
A.If your card is lost or stolen you should call us immediately on 13 2221, 24 hours a day, 7 days a week.
What happens next?
A. Once you have reported your card lost or stolen, we will cancel it and send a new one to you within 5 - 7 working days. For more information, including what to do if your card is lost or stolen while you are overseas and require an emergency replacement card, click here.
If you have an additional cardholder on your account, we will stop and replace their card as well. You should ensure that your additional card holder destroys their card immediately.
Once your new card arrives you will need to activate it and establish a new PIN. If you have an additional card holder you will also need to activate their card.
The easiest way to activate your card and select a new PIN is via NetBank. Alternatively you can do this over the phone or by visiting your local branch with some identification.
Your new card will have a different card number. If you have any direct debits set up such as bill payments or various memberships, you will need to notify these vendors and provide them with your new card details.
Q. What happens after I have reported my card as lost or stolen?
A. A temporary card will be sent to you by MasterCard, Visa or American Express for use whilst overseas. For more information please refer to Lost and stolen credit cards.
Q. What is a chip credit card?
A. Secure chip technology is a standard feature on all new MasterCard and Visa Commonwealth Bank credit cards. Your card has all the same benefits as a magnetic stripe credit card but with one major difference. The secure chip provides greater security because it is more difficult to fraudulently copy the details of your card.
Q. Where can I use my chip credit card?
A. All over the world, anywhere MasterCard and Visa cards are accepted, including ATMs and EFTPOS terminals.
Q. How does it work?
A. Chip credit cards are embedded with a microchip. This enhances the security of credit card transactions and helps protect your credit card from fraudulent usage. The chip contains security data and software that ensures every transaction you make is extensively authenticated.
Q. How do I use my chip credit card?
A. As more merchants upgrade their terminals to chip terminals, the way you use your chip card will change. At a chip card terminal:
At a magnetic stripe terminal:
Use your chip credit card just like you use your magnetic stripe card. Swipe it at the terminal and sign or enter your PIN.
Q. Can I use a non-chip credit card overseas?
A. In most instances yes, however we cannot confirm all overseas terminals are able to support non-chip credit cards.
Q. Does the chip store personal information about me?
A. No, the chip does not hold any personal information about you or any additional cardholders. The chip holds advanced security software that protects you from fraudulent transactions.
Q. What about the magnetic stripe?
A. There are still a large number of magnetic stripe only terminals in the world. So to ensure you can transact anywhere you go, your chip card also comes with a magnetic stripe so that you can use your card when chip card terminals are not available.
Q. What is MasterCard PayPass?
A. MasterCard PayPass is a new way to pay with your MasterCard credit card. Instead of swiping your card at the checkout, you tap your credit card on a special PayPass reader. If your purchase is $100 or under, there is no need to sign a receipt or enter a PIN. So you'll get in and out faster than before.
Q. How does it work?
A. Credit cards with MasterCard PayPass look just like any other MasterCard credit card. The difference is the PayPass logo appears on the cards and there is a special chip and antenna (RFID) built into the plastic. This new technology allows payment data to be sent to the PayPass reader at the checkout with just one tap.
Q. Which Commonwealth Bank Credit Cards will carry the new MasterCard PayPass logo?
A. The MasterCard PayPass logo will appear on selected Commonwealth Bank Diamond, Platinum, Gold and Standard (with and without awards) credit cards.
Q. Can I still use the magnetic strip on my PayPass card?
A. Yes. If you prefer not to Tap and Go, or the retailer does not have a PayPass reader installed, you can continue to swipe your PayPass credit card just as you always have.
Q. Does my credit card with MasterCard PayPass carry the same benefits as my traditional MasterCard credit card?
A. Yes, your account number, credit limit, interest rate, fees, awards programs, account linkages and all the benefits you've come to know will remain the same. The only difference is that you can now Tap and Go at merchants that accept PayPass.
Q. Why do I need a PayPass card?
A. PayPass is becoming a standard feature for all Commonwealth Bank MasterCards. It is optional whether or not you use the feature.
Q. Does a credit card with MasterCard PayPass need to be treated in any special way?
A. No, but excessive bending could result in damage to the antenna and should be avoided. If your credit card with MasterCard PayPass stops working with a tap, please let the Bank know by calling 13 2221.
Q. How do I use MasterCard PayPass?
A. If you see the PayPass logo in-store or the PayPass reader on the store counter:
Q. Why and when might I prefer to use PayPass rather than cash?
A. PayPass is ideal for transactions of $100 or less as no signature or PIN is required. You don't need to count your change or worry whether you have enough cash on hand to purchase what you need.
Q. How do I disable/turn off the MasterCard PayPass option?
A. PayPass is a permanent feature of your card and cannot be disabled. You can still swipe your credit card just as you have always done, if you don't want to make a purchase using PayPass.
Q. Does my credit card with MasterCard PayPass need to be removed from my wallet/purse to work?
A. Some wallets/purses are thin enough to allow a credit card with MasterCard PayPass to be read without removal.
Q. How far from the PayPass reader should I hold the card?
A. Generally credit cards with MasterCard PayPass should be held approximately 2.5 to 5cm from the PayPass reader.
Q. Is there an additional cost to having a credit card with MasterCard PayPass?
A. No. The PayPass is as an additional feature on your existing account and there are no extra charges for this feature. All existing fees that are currently charged to your account, will continue to be charged.
Q. Can I tap my traditional MasterCard credit card to perform a PayPass transaction?
A. No, only MasterCard credit cards that show the PayPass logo have the chip and antenna that make it possible to pay with a 'tap'. MasterCard credit cards that are not equipped with the PayPass chip cannot be read with a tap; they need to be swiped to make a purchase.
Q. The reader indicated my card was read but the transaction was declined. What happened?
A. If your transaction was declined, your card may have been disabled by the Bank. Contact the Bank on 13 2221 to determine appropriate action.
Q. When I returned an item I paid for using MasterCard PayPass, the credit was processed using the card's magnetic stripe. Will I still receive the credit?
A. Yes. The credit issued by the merchant will show up on your account whether the retailer used the magnetic stripe or PayPass feature of your MasterCard credit card.
Q. Why is a signature or PIN sometimes not required?
A. To make transactions quick and easy, MasterCard permits select merchants to waive the need for a signature or a PIN for low cost purchases of $100 or less. Purchases over $100, however, will require a signature or a PIN. In any case, the same conditions that currently apply to your traditional MasterCard with regard to unauthorised purchases will continue to apply when you use the card with PayPass.
Q. Are receipts available so I know what I'm being charged for?
A. Just like any retail purchase, merchant receipts are available upon request. And all PayPass purchases are recorded on your monthly statement along with all your other credit card purchases.
Q. Can my credit card with MasterCard PayPass be tracked?
A. No, credit cards with MasterCard PayPass cards have a limited read range of 2.5cm to 5cm, and as a result cannot be tracked.
Q. Can I be charged for someone else's purchase or unknowingly pay for something?
A. MasterCard designed PayPass to be a safe and secure payment method that provides for greater speed and convenience at checkout while still protecting cardholders from unauthorised charges. Limited read range means that only cards with PayPass within 2.5 - 5 centimetres of an activated reader can be read. This eliminates the chance that you will unknowingly pay for another person's purchase.
Q. Can I be charged twice if my card has been tapped more than once?
A. It doesn't matter how many times a card is read by the PayPass reader. The charge will only occur once.
Q. If I lose my credit card with MasterCard PayPass, can anyone use it?
A. As soon as you recognise that your credit card with MasterCard PayPass has been lost or stolen, report it immediately, so that appropriate actions may be taken to prevent it from being used.
Q. How secure is MasterCard PayPass?
A. MasterCard PayPass is designed to be just as secure as the magnetic stripe on traditional MasterCard credit cards.
How do I register my Great Rate purchase?
A. Phone 13 2221 24 hours a day, 7 days week, within 14 calendar days of making the purchase.
Q. How do I know my Great Rate option has been applied to my purchase?
A. Once you request a purchase registered to a Great Rate, we’ll advise you on your next credit card statement.
Q. How is interest calculated on the Great Rate balance?
A. Interest on a Great Rate balance is charged from the date the Great Rate purchase is registered and will expire after 3 full statement cycles (unless specified in writing otherwise). Purchases which are transferred to Great Rate do not impact the interest free period of any other purchases if you are carrying an interest free period at the time of the Great Rate.
Q. Is there a maximum number of Great Rates I can have per year?
A. No, there is no maximum but you can only have one Great Rate active at any one time.
Q. Where does my statement show all the details about my Great Rate?
A. Towards the back of your monthly Credit Card statement, a Great Rate table will show important details regarding any active and recently expired Great Rates. Here you can find information such as amount owing, the interest rate, term and how long till it expires.
Q. What happens when the Great Rate period is over?
A. At the end of the Great Rate period, any outstanding balance of a Great Rate transfer (including any related interest) is treated as a purchase (with no interest free period) and the standard purchase interest rate will apply.
Q. Do I still get an interest free period on other purchases I have made on my card when I take up my Great Rate option?
A. Yes, you can. If you are enjoying interest free days at the time you register a Great Rate, you can still maintain your interest free period whilst holding a Great Rate if you continue to pay your statement closing balance less the Great Rate amount owing by the payment due date each month.
Q. What happens if I don't pay out my Great Rate in the specified period?
A. The monthly credit card statement will advise you that your Great Rate option has expired and that the remaining Great Rate balance will be treated as an outstanding balance at the standard purchase interest rate of your credit card with no interest free period.
Q. Can the additional cardholder Great Rate a purchase?
A. Yes, the additional cardholder will need to call 13 2221 to apply the Great Rate to an eligible purchase.
Q. My credit card gets paid off automatically each month - how will the Great Rate purchase be treated?
A. If you have an AutoPay set up to repay your full balance each month it will also payout any Great Rate purchase unless it is altered. Please log onto NetBank, call 13 2221 or visit a branch if you would like to alter your existing AutoPay arrangement. You can keep the benefit of your Great Rate if you pay the minimum amount due each month or pay your statement closing balance less the Great Rate amount owing by the payment due date each month.
Q. What type of transactions are not eligible for a Great Rate?
A. Cash advances or cash equivalent transactions aren’t eligible for a Great Rate.
Q. Can I get a Great Rate on an overseas purchase?
A. Yes, the purchase value will be based on the Australian dollar value charged to your credit card statement. If you would like to Great Rate an overseas purchase, you must advise us within 14 days of making the purchase.
Q. Can I cancel a Great Rate?
A. No, the only way to stop an active Great Rate is to pay out your full balance including the Great Rate amount owing.
Q. Once my Great Rate expires, when can I register a new one?
A. The day following the Great Rate expiry or being payed out in full we will permit the registration of a new eligible purchase to a Great Rate.
Q. Is there a required minimum amount of the Great Rate I need to pay?
A. You are required to pay the ‘Minimum required payment’ shown on your monthly credit card statement which will not alter due to a Great Rate.
Q. If I have 2 or more purchases that equal to $1,000 or more can I register them for a Great Rate?
A. No, a Great Rate can only be registered to an individual purchase of $1,000 or more not multiple purchase to make up $1,000.
Q. Do I still get Awards on my Great Rate purchase?
A. Yes, if you are a customer with a Commonwealth Awards you will still earn the points for any purchase that you Great Rate as long as that purchase is eligible for points.
Q. What do I need to apply for a Student credit card?
A. To apply for a Student credit card you must meet all of the following requirements:Be 18 years old or over;
If you're a new Commonwealth Bank customer, you will need to come to any Commonwealth Bank branch and provide personal identification and your Student ID card. To view the list of identification documents required please click here
Q. What annual fee will I be charged at the end of my studies?
A. At the conclusion of your studies, your card will convert to a Low Annual Fee card, and incur a $24 annual fee.
Q. How can I apply for a Student credit card?
A. To apply for a Student card, you will need to complete a Student credit card application form and return via:
Q. What are the Conditions of Use?
A. When you have a Commonwealth Bank credit card, you are bound by a number of legal obligations set out in the Credit Card Conditions of Use and the Schedule of Credit Card Particulars. These are provided to all applicants when the Bank makes its offer of finance.
Q. What happens if electronic equipment does not work when making purchases?
A. Occasionally, equipment and transmission problems are experienced and your transaction may not reach the computer system for processing. Check the receipt to see if it states ‘approved’. If not, try the transaction again after a few minutes or later that day. If you still encounter problems, call us on 13 2221.
Q. When do these conditions of use apply?
A. Immediately after you accept your Commonwealth Bank credit card.
Q. What are the rates and fees for my credit card?
A. View the Standard Fees and Charges. If a special offer applies it will be outlined in the Letter of Offer mailed with your credit card ‘Welcome Kit.
Q. What should I do if I suspect an unknown or unauthorised transaction?
A. If you notice a transaction on your account that you didn’t make, call us immediately on
13 2221 from within Australia, 24 hours a day, 7 days a week. If you are overseas, call us immediately on +61 13 2221, 24 hours a day, 7 days a week.
Q. How long will it take for me to receive the funds back?
A. There are variations in timeframes depending on the credit card scheme governing your particular card. For example, MasterCard and Visa disputes can take up to 45 days and American Express disputes can take up to 60 days for the initial investigation. These timeframes usually apply to disputes that require paperwork from other banks. If no paperwork is required, the matter may be completely resolved with the funds in your account within several working days.
Q. How do I receive the funds if my disputed transaction is paid?
A. In all cases we will directly credit the account that the dispute was raised from.
Q. What does the term “DISPUTE” at the bottom of my credit card statement mean?
A. The amount shown in dispute on your credit card statement is not another charge to your account. It is a simple way of us showing you the amount that we have in dispute to assist you in calculating the amount to repay for your credit card statement. Your statement will include a message stating ‘UNLESS YOU HAVE PAID THE DISPUTED AMOUNT LISTED ON THIS STATEMENT, IT IS INCLUDED IN THE CLOSING BALANCE BUT HAS NOT BEEN INCLUDED IN THE PAYMENT OR INTEREST CALCULATIONS.’
Q. Will I be charged interest and fees on the dispute?
A. No. You will not be liable for any fee or bank charge to your account due to a transaction on your account which you did not authorise and have been found not liable for. If for some reason you are charged a fee due to a disputed charge found in your favour please contact us on 13 2221, 24 hours a day, 7 days a week or visit any branch.
Q. Do I have to cancel my credit card if there is a disputed transaction?
A. If you don’t believe you have authorised a transaction and want to prevent further transactions going through on your account you should in the first instance change your PIN. To fully protect yourself, you should consider stopping that card and have a new one issued free of charge.