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Electronic Banking Terms and Conditions

Section 1: About these Terms and Conditions

What is Electronic Banking?

We explain the meaning of the term Electronic Banking (e-banking) and what conditions apply when you make transactions through electronic equipment.

Contractual relationship

We outline the contractual relationship you enter with us if you decide to open an EFT account.

What are the risks?

We outline the risks involved if you decide to open an EFT account.

Code of Banking Practice

We outline the Code of Banking Practice.

What is Electronic Banking?

We offer a variety of card and electronic assess services (e-banking) that utilise a card or electronic equipment. These include the following:

  • Telephone Banking;
  • NetBank (Internet banking);
  • Mobile phone and tablet applications;
  • BPAY and BPAY View;
  • ATM;
  • Debit MasterCard;
  • Keycard (debit card);
  • Tap & Pay;
  • EFTPOS terminals;
  • Maestro/Cirrus, MasterCard and Visa Plus networks;
  • AFT (Automated Funds Transfer)

E-banking offers the convenience of conducting most of your banking transactions at a time that suits you. You can access funds and transfer funds between accounts, pay bills and make purchases 24 hours a day, 7 days a week.*

* Regular system upgrades may limit access to your accounts through some services.

Using electronic equipment

When you make a transaction with electronic equipment you authorise us to act on the instructions entered into that electronic equipment. The protection provided under these Terms and Conditions extends to transactions made with electronic equipment that is not owned by us.
Please note that any credit aspects of your EFT account or EFT transaction are governed by the Terms and Conditions applicable to your credit contract. Credit card use is governed by the Bank’s Credit Card Conditions of Use.

EFT Transactions

  • are governed by the Terms and Conditions in this brochure and by the Terms and Conditions of the account, products and/or services being used. The Electronic Banking Terms and Conditions reflect the ePayments Code which we have adopted. We warrant that we will comply with the ePayments Code. The ePayments Code is not applicable to purchase transactions using your Debit MasterCard where you sign to authorise the transaction (but chargeback protection may be available in that situation). See Chargeback information;
  • may be directed to any one of the accounts that is linked to your card, PIN, device, password, code or NetCode if it is not possible to direct them in accordance with the instructions you give the electronic equipment;
  • may be limited to specific amounts set by us. For example, there are maximum and minimum daily withdrawal amounts that may vary; and
  • may be completed through the channel chosen by us if it is possible to effect a requested transaction using more than one payment or transfer channel.

Contractual relationship

The Terms and Conditions in this brochure together with Section 3 Fees and charges and the Terms and Conditions of the accounts, products and/or services being used, form the Terms and Conditions of the contract between you and us if you decide to open an EFT account or use one of our e-banking services. These Terms and Conditions become binding once we give you (or any other user) an access method and you (or that other user) accept the access method. As from that time, we and you undertake to keep to the Terms and Conditions. These terms and conditions apply to instructions and information you give to us through NetBank.

There are also further Terms and Conditions which may apply by operation of law, to any EFT account you decide to open with us. For example, legislation such as Chapter 7 of the Corporations Act 2001 and the Australian Securities and Investments Commission Act 2001. It is not possible to set out in these Terms and Conditions all of the legislative, common law or other code provisions which may apply to a banking or financial service provided to you. Please read this brochure before opening an account or using one of our e-banking services. You will then know what to expect from us and what we expect from you. You can ask us questions about any of the Terms and Conditions you do not understand and so avoid misunderstandings. If you open an account, or use one of our e-banking services then you should keep this brochure and all other documentation for future reference.

Definitions of important words and terms can be found under Meaning of words, together with a list of useful contact numbers if you need help with your banking. See Where to get help.

What are the risks?

All financial investments involve a certain amount of risk. The products offered in this brochure are all low risk investments. You should also be aware of other risks such as the possibility of unauthorised transactions on your account. Please refer to Safeguarding your account against unauthorised access for details.

In addition, there is a risk that you may not be able to access your account information or make transactions through a service which is reliant on computer and/or telecommunications systems. The Bank is dependent on the reliability of its own operational processes and those of its technology and telecommunications partners in respect of computers, computer networks and telecommunications. Disruptions to these processes may result in electronic banking services being unavailable from time to time.

If you instruct us to accept facsimile signatures to authorise debits from your account, you will need to provide a separate authority and indemnity. Unless you have provided a separate authority and indemnity we will not accept facsimile signatures as authority to debit your account. Under the separate authority and indemnity, we ask you to indemnify us (that is, ultimately bear the risk) of any unauthorised transactions on your account arising as a result of us acting on instructions received by facsimile. This is because a facsimile is not an original document and it is impossible to verify whether a signature appearing on a facsimile is genuine – e.g., whether it may have been photocopied or ‘cut and pasted’ onto the document which is sent to us.

Legal Risk

As Australia is a member state of the United Nations, we are obliged to implement United Nations Security Council sanctions. Consequently, the Bank may be prohibited from dealing with certain persons or entities.

This means that if the Bank is aware that you are a proscribed person or entity, then the Bank may be required to suspend, cancel or refuse you services or close or terminate any arrangement with you. We may also be required to freeze assets of yours. You could incur significant costs as a result of these actions.

Special risks relating to Electronic Banking

While NetBank allows you to transact simply using your computer and codes, because of that simplicity, it also poses special risks.

  • While electronic banking allows you to transact simply using your electronic equipment and codes, because of that simplicity, it also poses special risks.
  • If someone else has your codes, they can transact on your account as if they were you. You may be liable for such transactions (refer to ‘Liability for transactions’) for details.
  • You should take special care to keep your codes secret and to not disclose them to any third party including family, friends and institutions.
  • You should ignore any emails that appear to come from us that require you to input your codes. We will never send such email requests. These emails may come from third parties seeking to use the information to access your accounts.
  • You should also be careful about using services which offer to interface with NetBank or other means of electronic banking on your behalf. For example, you may be led to believe that you are inputting your codes into NetBank or the CommBank app, while in fact you are disclosing your codes to a third party hosting a hoax website or app.

We continually look at ways to minimise any unauthorised transactions on your account. We may use various techniques from time to time, including contacting you after an unusual transaction or series of transactions to confirm that you did in fact authorise the transaction(s).

Your access to NetBank and other means of electronic banking may be suspended if we detect or suspect unusual activity which may be the result of malware or a computer virus, ID takeover or phishing. The Bank reserves the right to withhold access to NetBank and other means of electronic banking where we continue to detect malware or a computer virus, or you refuse to follow our Help Desk’s recommendations provided to you to assist with the removal of malware and/or computer viruses from your computer.

Code of Banking Practice

We observe the provisions of the Code of Banking Practice. Relevant provisions of the Code apply to the banking services in this brochure if they are held by individuals or by small business customers.

The Code is a voluntary code of conduct which sets standards of good banking practice for us to follow when dealing with you. We have prepared an information booklet, The Better Banking Book which contains useful information on a range of banking matters including:

  • the rights and obligations that arise out of the banker and customer relationship;
  • account opening procedures;
  • our obligations regarding confidentiality of your information;
  • our complaint handling procedures;
  • bank cheques;
  • the importance of you informing us promptly when you are in financial difficulty;
  • the importance to you of reading the Terms and Conditions applying to any banking service provided to you or in which you are interested; and
  • how to use a cheque account.

This service when supplied to you as a consumer comes with a non-excludable warranty under consumer protection laws that it will be carried out with due care and skill and be reasonably fit for the purpose. If we breach any of those warranties you may be entitled to compensation. When you are not a consumer under consumer protection laws our liability for loss or damage is limited to re-supplying the service to you or paying the costs of having the service resupplied to you. When you are a consumer under consumer protection laws our liability is limited in this way only to the extent permitted by those laws.

Where to obtain a copy of...

The Better Banking Book and/or Code of Banking Practice

  • Any branch of the Commonwealth Bank or ask your relationship manager
  • Call 13 2221 (24 hours a day, 7 days a week)
  • Visit our website

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