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.
For our current fees, see our Safe Custody Facility Annual Fee & Charges.
All fees must be paid via Automatic Funds Transfer (AFT) from an eligible CommBank account. Your first annual fee is due upfront.
Most of our branches offer Safe Custody Packets, but space is limited.
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.
For our current fees, see our Safe Custody Facility Annual Fee & Charges.
All fees must be paid via Automatic Funds Transfer (AFT) from an eligible CommBank account. Your first annual fee is due upfront.
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.
At CommBank, we’re always trying to find ways to make things simpler for our customers. This includes how we communicate important information about our products. Having a single set of Terms and Conditions for our Safe Custody Packets and Safe Custody Vaults means you can find everything you need to know about our Safe Custody facilities in the one place.
The main changes to the Terms and Conditions are listed below:.
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 were issued on 14 August 2023 and apply to all customers who open a Safe Custody Facility on or after 14 August 2023.
For customers who opened their Safe Custody Facility before 14 August 2023, the new Terms and Conditions will come into effect from 13 September 2023.
You can view the full Terms and Conditions below, under ‘Things you should know’.