Help & support
We’ve been providing our customers with secure storage solutions for over 100 years.
As Australia’s largest bank1, we utilise state-of-the-art security measures, as well as robust identification processes, to ensure your documents and valuables are kept safe and secure at all times.
With our Safe Custody Packets and Vaults, you’re entitled to unlimited free access to your facility Monday to Friday, during the opening hours of your branch.
Sometimes, you may need to store important documents securely, outside of your home.
Safe Custody Packets let you store these important documents – such as Wills, deeds, birth certificates, marriage certificates, pre-nuptial agreements and Power of Attorney (POA) documents – safely and securely at one of our branches.
Safe Custody Facility Fees & Charges.
All fees must be paid from an eligible CommBank account.
Most of our branches offer Safe Custody Packets'.
Visit your local branch to find out if they offer a Safe Custody facility, and their availability.
Safe Custody Vaults let you store your important documents and valuables – such as jewellery, bullion, heirlooms and data storage devices – safely and securely, outside of your home.
There are a wide range of vault sizes available to suit your needs.
Safe Custody Facility Fees & Charges.
All fees must be paid from an eligible CommBank account.
You’ll find Safe Custody Vaults at the branches listed below. Each of these branches have different vault sizes available.
To find what's available, visit a branch from the list below:
Yes – if you’re unable to visit a branch, providing an authority to someone to manage your financial affairs on your behalf can enable them to access your Safe Custody facility on your behalf.
Our staff at your chosen Safe Custody Vault branch can help with organising a locksmith for access and lock repairs to your vault, securely on your behalf.
You need to visit a branch to update your details in relation to your Safe Custody facility – your details can only be updated in-branch.
When you’re able to, please visit the branch where the Safe Custody facility is located, and notify one of our staff that your loved one has passed away.
When someone passes away, we can only share their account information with their estate’s executor, administrator, or next of kin.
We’ll need to see original or certified copies of the documents below in-branch to confirm your relationship to your loved one:
You’ll also need to provide acceptable identification documents, whether or not you’re a CommBank customer.
For more information on how we can support you through this difficult time, please visit our deceased estates page.
We may contact you from time to time to confirm your details are up-to-date, to give you important updates about your facility, or when you haven’t used your Safe Custody facility in some time.
When communicating with you about your facility, we’ll never ask for your banking information like your Client ID, password, or NetCode, or include a link to log on directly from an email or SMS. Always type commbank.com.au into a browser, or use the CommBank app to securely access your banking.
Personal Customers can have a maximum of 1 facility.
Non-Personal Customers can have a maximum of 1 facility.
For personal facilities, there is a maximum of 2 facility holders.
For non-personal facilities, there is a maximum of 1 facility holder.
You can add a maximum of 1 authorised operator to a personal facility and a maximum of 4 authorised operators to a non-personal facility.
Having Terms and Conditions that is updated with any new changes we implement means you can find everything you need to know about our Safe Custody facilities in the one place. As we are upgrading the technology behind Safe Custody facilities there are several changes that will impact you. We’ve detailed all the changes in our Terms and Conditions. Please refer to next tab for the full list of changes.
If you are not happy with any changes and do not wish to accept them, please visit the branch where your facility is located and close your facility.
The latest version of the Terms and Conditions was updated on 14 October 2024 and applies to all Safe Custody customers.
Please refer to our Terms and Conditions Notice for more information in the meantime.
You can view the full Terms and Conditions below, under ‘Things you should know’.
