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:

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.

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
• The National Relay Service also provides an Internet relay service where speech or hearing impaired users can be connected to our telephone numbers online.

Answers to the most common questions

Q. What’s the best way to do my banking on a smartphone or tablet device?
A. Register for NetBank or if you are already registered you’ll be able to use your existing Client ID and password to access NetBank for iPhone, Android and Windows Phone 7. There is also a version for tablet devices such as the iPad or Android. 

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 re-enter details if I have made a mistake?
A. If you make a mistake you can press the “*” (star) key on the phone keypad to re-enter the number you just entered. If you press the “*” (start) key twice when entering details you will go back one step in the menu flow.
You can go to the previous menu step at any time by pressing “*” (start) key. To go right back to the Main Menu you can press “7”

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