Telephone banking

Q: How can I use the fast new Telephone Banking features
A. We have recently implemented changes to Telephone banking based on feedback from customers. You told us you wanted faster access to your accounts and more concise instructions and confirmations. Here is what we have done:

1. Additional account selection can be done via entry of the last 4 digits after you initially enter your account, card, or NetBank ID followed by Telephone Banking password. You can continue to enter all the digits of the account number if you wish.
2. We have increased the number of accounts that can be listed in our fast account selection. When asked for an account number (eg to transfer to or pay from) you can select “#” to have  a list read to you of all the accounts that are valid for that transaction.
3. We are providing the receipt number first after confirmation that your Funds Transfer or BPAY has been processed successfully. You no longer have to listen to all your account balance details first.
4. We are reading back confirmation details faster by providing the last 4 digits of your account number.
   
   

Q: What are the menu options in Telephone Banking?
A. The menu options are detailed in our Telephone Banking quick reference guide.

Q. How do I register to Transfer Funds or pay bills using BPAY
A. Once you have a Telephone Banking password you are ready to use Funds Transfer or BPAY via Option 1 then Option 2 from the main menu of 13 2221. For more details on menu options click here.

 For BPAY refer to your Bill. You will find the Biller Code and Customer Reference Number near the BPAY logo . Have this information ready before you start to pay your bill using Telephone Banking.

Q. How do I register for a Telephone Banking password
A. Ring us anytime of 13 2221 and select Option 1 then 0 to speak to one of our staff. Please have your account details or card number ready.

There may be cases where our staff cannot identify you over the phone when setting up a telephone banking password. In those cases for your security you will be asked to change your password at a branch.

It is important that you remember your password so that you have the convenience of telephone banking 24 hours a day every day of the year.

Q. My password is a word, how would I enter that using the numbers on the phone?
A. Your phone should have 3 letters indicated on most keys on the keypad. Press the key once where the letter for your password appears. For example if your password was “MAGPIES” you would enter this in as “6247437”. Do not press the key multiple times for a letter like an SMS on a mobile phone.

If you have a mobile phone that has a QWERTY keyboard (like a Blackberry) you may need to translate your password to numbers by using the reference below:

Q. How do I get my most up to date account balance in less than 30 seconds?
A.  Using your telephone banking password you can obtain a balance via 13 2221 Option 1 then Option 1. Select the account type you want to enquire on: (eg. Option 1 for a transaction account like a streamline, complete or smart access account). Enter the number of the account or card you wish to obtain information on followed by “#”. Then enter your telephone banking password followed by “#”

Your most up to date account balance will be read out. Please ensure that you listen to your available balance as this shows exactly what amount of money you can use now.

Please remember to allow for any direct debits you have setup or cheques issued as these may not reflect in your available balance now.

Q. How do I hear a list of my recent transactions?
A.  Using your telephone banking password you can obtain a transaction history via 13 2221 Option 1 then Option 1. Select the account type you want to enquire on: (eg. Option 1 for a transaction account like a streamline, complete or smart access account). Enter the number of the account or card you wish to obtain information on followed by “#”. Then enter your telephone banking password followed by “#”

Once the balance is read press 2 followed by 2. You will then hear your last 5 transactions. To hear more transactions press 2. You can hear up to 20 transactions.

Follow the prompts for information on other accounts.

Q. Why doesn’t my telephone banking password work?
A. Your telephone banking password would have been setup either over the phone with a staff member or at a branch.

It is not the same as your NetBank password or your ATM PIN. Those are separate forms of identification that should never be given to anyone including staff.

Q. Can I obtain loan or credit card repayment information via Telephone Banking?
A. Yes. After dialling 13 2221 press 1 followed by 1 and then select 3 (for cards) or select 4 (for loans) and enter your loan or card account number followed by your telephone banking password. You will then be provided with the balance and then you can follow the prompts to hear other account details.

Q. I am entering the numbers on the phone but not hearing tones, how do I fix this?
A. In order to use Telephone Banking your phone must be Touch Tone capable. Refer to your owner’s manual for how to switch to “Tone” mode. Often this is a switch beside or under the phone.

For customer using Voice over IP (VoIP) phones you may need to contact your service provider to confirm if you can use touch tones from your phone and also how it can be set up.

Q. Are all telephones compatible with Telephone Banking?
A. Yes, the vast majority of Touch Tone capable phones are compatible. However, due to the vast number of different phones available we cannot guarantee that all can be used. If you are having difficulties please refer to the company that made your phone, the store of purchase or your telephone company to discuss.

We also know of some problems which relate to telephone services that use VoIP (Voice over Internet). Some of these services do not send the tones from your keypad which can make our system not recognise the account details you enter. We recommend that you contact your telephone or internet service provider to discuss these issues. You also should consider registering for NetBank which provides a more comprehensive online banking service.