Telephone banking

Call 13 2221 – 24 hours a day, 7 days a week

Telephone banking is a fast and simple way to do most of your day-to-day banking.
By using your telephone keypad you can access the following services:

Press Telephone Banking and Transaction, Savings Account and Term Deposit  enquiries		Press Credit Card Enquiries		Press Home and Personal Loan Enquiries		Press NetBank Help desk
1	Balance, transaction history and other information	1	Reporting any lost or stolen card	1	Home Loan applications or enquiries on existing loans	1	General help with NetBank or unlocking your NetBank facility.  See NetBank FAQs
2	Funds transfer or BPAY	2	Activating any card	2	Personal Loan applications or existing loan enquiries	2	Browser display problems or NetBank errors. See NetBank FAQs
3	Foreign Exchange Rates	3	Credit card balance, transactions and account information			0	For help with online registration or to discuss security options. See NetBank FAQs
4	Activating any cards	4	Enquiring on award points
5	Changing phone banking password	0	All other credit card enquiries
0	To register for Telephone Banking or any other savings, transaction or Term Deposit enquiry

Most features can be accessed by following our quick reference guide, the voice prompts, or you can speak to a Customer Service Representative – 24 hours a day, 7 days a week. Click to download quick reference guide.

Getting started

All you need is a touch-tone phone and a password, which you can get by calling 13 2221, 24 hours a day, 7 days a week.

Special services

Customers who are hearing-impaired or speech-impaired

You can contact us via the National Relay service (24 hours, 7 days a week).

• Telephone Typewriter (TTY) service users can be connected to any of our telephone numbers via 133 677
• Speak and Listen (speech-to-speech relay) users can also connect to any of our telephone numbers by calling 1300 555 727
• Internet relay users can be connected to our telephone numbers via National Relay Service

Answers to the most common questions

Q. How can I use the fast new Telephone Banking features?
A. User friendly improvements include:

• 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.
• 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 be read a list of all the accounts that are valid for use in that transaction.
• We are providing the receipt number first after confirmation that your Funds Transfer or BPAY is successful. You no longer have to listen to all your account balance details first.
• We are reading back confirmation details faster by providing the last 4 digits of your account number.

Q. Why doesn’t my password work?
A. Your telephone banking password is not the same as your ATM card PIN or NetBank Password. It is a password you may have selected when you spoke to a staff member on 13 2221. If you do not have one select Option 1 then 0.

If your password has letters you need to press the key on the phone once where that letter appears. Not multiple times like an SMS. For example, if your password is “MAGPIES” you type “6247437”.

If you have a smart mobile phone you may not have letters on the keypad. We recommend you change your password to numbers only.

Q. How do I choose a telephone banking password?
A. Call 13 2221 and select Option 1 then 0 to speak to one of our staff. Your password must be between 6 and 12 numbers in length.

Q. How do I pay a bill with telephone banking?
A. You can pay your bills over the phone via BPAY^®. You’ll need your password, and the Biller Code and Customer Reference Number, which you’ll find on your bill. From the menu, select Option 1 then 2 and follow the prompts.

Q. How do I access telephone banking from outside Australia?
A. To access telephone banking outside Australia, dial your international direct dialing access code followed by 61 13 2221¹.

Q. Can I access telephone banking from any phone?
A. You can access telephone banking from most touch-tone phones and mobiles.

• Important information
  ^®Registered to BPAY Pty Ltd ABN 69 079 137 518.
  Calls will be charged at the applicable international rate. Not all overseas telephone providers support access to 13 numbers.
  The advice on this website has been prepared without considering your objectives, financial situation or needs.  Because of that, you should, before acting on the advice, consider its appropriateness to your circumstances. Please view our Financial Services Guide (PDF 68KB).
  Terms and conditions for Electronic Banking (PDF 244KB) are available here or from any branch of the Commonwealth Bank