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Electronic Banking Terms and Conditions

Section 2: Terms and Conditions

Ways to access your account

Find out more about the e-banking services available to you, as well as account access methods such as cards, PINs and passwords.

Using VoIP

What you need to consider when using VoIP (Voice over Internet Protocol).

Using NetBank and shopping online

Find out more about the special conditions when using NetBank and shopping online.

Special conditions apply when using NetBank or the CommBank app on your mobile phone or tablet device

Find out more about the special conditions when using NetBank on your mobile phone or tablet device.

Using your Debit MasterCard

We explain when you can choose the ‘credit’ or ‘savings’ options to access your funds. We also tell you about authorisations, recurring transactions, refunds and claiming a chargeback.

Electronic Communication

Find out how you can elect to receive notices and account statements electronically if you are a NetBank user and tell us your email address.

Making e-banking transactions

Why it is important to enter correct information. We also tell you about making a deposit with an ATM, scheduling payments and transfers, when we process e-banking transactions and what happens if electronic equipment does not work.

Disputes

How we handle complaints and disputes.

Safeguarding your account against unauthorised access

What you must do to protect your account. Find out more about safeguarding cards, PINs and passwords.

Liability for transactions

We explain when you are liable for transactions on your account and your liability in the event of unauthorised transactions.

Conditions of use for BPAY

Terms and Conditions that apply when you use BPAY to pay your bills.

What you agree to when using BPAY View

Terms and Conditions that apply when you use NetBank to access bills using our BPAY View facility.

Changes to Electronic Banking Terms and Conditions

When we tell you about any changes we may make to your Terms and Conditions and how we keep you informed.

Customer information and privacy

How we safeguard your privacy or why the Bank collects and may disclose your personal information.

For the meaning of key words included in this section, refer to the 'Meaning of words'.

Ways to access your account  

To find out more about e-banking or to get help with using electronic equipment, NetBank or Telephone Banking, please refer to 'Where to get help' for contact details.

Debit MasterCard purchases

Use your Debit MasterCard to pay for purchases wherever Debit MasterCard is accepted worldwide (including by mail order, telephone or online).

Debit MasterCard, Keycard and linked credit card access via ATMs

Use your Debit MasterCard, Keycard or linked credit card to conduct banking transactions at a wide range of ATMs in Australia, New Zealand, Indonesia and Vietnam.

EFTPOS

Use your Debit MasterCard or Keycard to pay for purchases or withdraw cash at the same time (at the retailer’s discretion).

Maestro/Cirrus and Visa Plus

Maestro is an international EFTPOS system. Cirrus and Visa Plus are international ATM networks. Use your Commonwealth Bank Debit MasterCard or Keycard to purchase goods and services, withdraw cash and obtain balances. If you are using your Keycard, just look for the Maestro, Cirrus or Visa Plus logo and if you are using your Debit MasterCard, look for the MasterCard logo.

Telephone Banking

Use a touch-tone telephone or VoIP to pay bills, obtain information on your accounts, transfer funds to linked accounts, activate your Debit MasterCard, Keycard or credit card and change your password.

NetBank

NetBank is a quick, cost efficient, simple and secure way to do your banking. With NetBank you can:

  • view your up-to-date account balances and details of NetBank initiated transactions;
  • view balances of your CommSec trading, Colonial First State superannuation*, and all your Car and Home Insurance policies);
  • view balances, and initiate transactions on your Essential Super account and receive notifications;
  • view transaction histories for the last 2 years on your open linked statement accounts including your Home Loans/Investment Home Loans, Mortgage Interest Saver Accounts (MISA) credit card and Debit MasterCard;
  • view your statements for the last 7 years on eligible accounts;
  • redraw funds from your Home Loan/Investment Home Loan or Variable Rate Personal Loan (conditions apply);
  • transfer funds between any NetBank linked accounts. These include transaction and savings accounts, credit card accounts, Home Loans/ Investment Home Loans, Mortgage Interest Saver Accounts (MISA), and Personal Loans;
  • transfer money to other peoples' accounts at the Commonwealth Bank or to selected accounts at other Australian financial institutions (You must key in the correct BSB number and account number - the account name of the recipient does not form part of your payment instructions and will not be used or checked by us in making your payment);
  • make International money transfers to people overseas (minimum transaction amounts apply);
  • set up scheduled and recurring payments - one-off or recurring bill payments and funds transfers can be created to occur on a future date(s) (not available on some accounts);
  • pay your bills using BPAY;
  • view and pay your bills using BPAY View;
  • activate your credit card, Debit MasterCard or Keycard and choose your own PIN;
  • if you are experiencing hardship, financial assistance can be requested for your eligible loan and credit cards (if your personal circumstances have changed);
  • change your card withdrawal limit;
  • change your NetBank payment limits (if you are registered for NetCode)
  • give someone access to your accounts (limitations to account types apply)
  • change your Home or Personal Loan repayment amount or switch to another Home Loan type (conditions apply);
  • manage your Term Deposit maturity instructions online with NetBank;
  • retrieve your NetBank Client Number, change your password, unlock your NetCode Token or SMS, update your Personalised Identification Questions and Answers, address and contact details online without having to call the NetBank Help Desk (some limitations may apply);
  • select an option to remember and partially mask your Client Number on the logon page;
  • open or apply for a wide range of products using simplified applications complete with information we already know about you and upload documentation to support your application (if required);
  • apply for a credit limit increase on an existing credit card or a balance transfer from another financial institution to an existing Commonwealth Bank (conditions apply);
  • get an on the spot decision for a Personal Loan (conditions apply) and receive bank messages to monitor and track the status of your Personal Loan, Term Deposit and Home Loan increase applications;
  • view and redeem your Commonwealth Awards points;
  • customise transaction descriptions for easier statement reconciliation;
  • 'nickname' your accounts and bills for easy reference;
  • import payments into NetBank from a file (such as MYOB) so you don't have to type in all the details;
  • make an appointment with a financial planner or lending specialist.

NetBank for your mobile phone and tablet device

Access NetBank with a version of NetBank specially tailored for your mobile phone and tablet device. You can:

  • view your up-to-date account balances; and
  • view your most recent transactions for your linked statement accounts, including your Home Loans/Investment Home Loans, Mortgage Interest Saver Accounts (MISA) and credit cards;
  • redraw funds from your Home Loan/Investment Home Loan or Variable Rate Personal Loan (conditions apply);
  • transfer funds between any NetBank linked accounts. These include transaction and savings accounts, credit card accounts, Home Loans/ Investment Home Loans, Mortgage Interest Saver Accounts (MISA), and Personal Loans;
  • transfer money to other peoples' accounts at the Commonwealth Bank or to selected accounts at other Australian financial institutions recorded in your NetBank account address book (You must ensure that the correct BSB number and account number are used - the account name of the recipient does not form part of your payment instructions and will not be used or checked by us in making your payment);
  • pay your bills to billers recorded in your NetBank biller address book using BPAY.
  • view pending authorisations for credit cards and debit cards;
  • select an option to remember and partially mask your Client Number on the logon page.

BPAY and BPAY View

Most bills can be paid using BPAY over the telephone or with NetBank. With BPAY View you can also receive some bills electronically instead of in the mail and then view and pay them using NetBank.

Automated funds transfers

Schedule automatic payments from your designated accounts to pay bills (not available on some accounts).


 

* Colonial First State balances only available if investment arranged through a Commonwealth Financial Planner (representatives of Commonwealth Financial Planning Limited).CommInsure is a registered business name of Commonwealth Insurance Limited (CIL). Commonwealth Financial Planning Limited, CIL, Commonwealth Securities Limited (CommSec) and Colonial First State Investments Limited are wholly owned but non-guaranteed subsidiaries of the Commonwealth Bank of Australia. CommSec is a participant of the ASX Group.

Customers under the age of 16 require written consent from their parent or guardian to obtain access to these e-banking channels for Youthsaver Account. Telephone Banking and NetBank are the only ways you can access your NetBank Saver Account.

Using VoIP

If you use VoIP, we urge you to take steps to adequately secure your computer. The systems used by your VoIP provider and/or telephone calls made using your VoIP service may not be secure. We strongly recommend you use upto- date anti-virus, firewall and anti-spyware software before conducting any banking using VoIP.

You should also contact your VoIP service provider to ensure that you are satisfied with your service provider’s:

(a) security measures;

(b) data protection standards; and

(c) personal information handling policies.

You should also note that your service provider may route communications offshore. If so, these communications may not be secure nor may they be regulated by Australian law.

Using NetBank and shopping online

If you are registered for NetBank or hold a Commonwealth Bank credit card or Debit MasterCard, we may also register you for NetCode security. NetCode provides an extra layer of security where you engage in transactions that can carry a higher risk, e.g., where you make International Money Transfers or purchase from merchants overseas. NetCode assists in protecting your transactions in such circumstances.

For some NetBank transactions and functions you may, in addition to entering your password, be required to correctly answer your Personalised Identification Questions.

If you are provisioned a NetCode Token, then you must:

  • register the NetCode Token within 30 days from the date we sent it to you; and
  • generate and enter your current NetCode when you login to NetBank and for some internet purchases using your Commonwealth Bank credit card and Debit MasterCard.

If you are registered for NetCode SMS, then you must:

  • make sure your current mobile telephone number is registered with the Bank (to check, simply log in to NetBank, go to the ‘Profile and Preferences’ tab and select ‘My contact details’); and
  • enter your current NetCode when requested in NetBank and for some internet purchases using your Commonwealth Bank credit card and Debit MasterCard.

NetCode Tokens remain the property of the Bank and must be returned to the Bank on request. One active NetCode Token is issued per Client Number and cannot be used in conjunction with another person’s Client Number. The Bank reserves the right to charge for additional and replacement NetCode Tokens.

Peer-to-peer payments

Peer-to-peer payments allow NetBank, mobile phone application or Kaching for Facebook users to make payments to, and receive payments from (see Claiming Peer-to-peer payments), third parties with an Australian bank account (e.g. friends or service providers) using a mobile phone number, email address or Facebook details. Peer-to-peer payment functionality will be progressively available to NetBank users from October 2013.

A recipient can receive payments directly to their nominated deposit account if they register via NetBank, mobile phone application or Kaching for Facebook. If a recipient is not registered, they can collect the payment via NetBank, mobile phone application or our collections website (see Claiming Peer-to-peer payments).

Making Peer-to-peer payments

Pay to Mobile and Pay to Email

If the recipient hasn’t registered, you will need to send them the Payment Code (which we will provide to you at the time you make the payment) so they can make a claim.

We will notify them the payment is ready to be claimed:

  • via SMS if you used Pay to Mobile; or
  • via email if you used Pay to Email.

Pay to Facebook Friend

To make Pay to Facebook Friend payments you log in to your Facebook account via Facebook Connect and allow NetBank, mobile phone application or Kaching for Facebook to access your Facebook account basic information and also your Facebook friends list.

After you have made the payment, you need to notify the Facebook friend. You can notify the Facebook friend using a Facebook wall post via NetBank, mobile phone application or Kaching for Facebook. If you skip this step, you will need to notify the Pay to Facebook Friend recipient separately. We don’t send any notifications for Pay to Facebook Friend.

If the recipient hasn’t registered, you will also need to send them the Payment Code so they can make a claim.

How we process payments

  1. We use the mobile number, email address or Facebook ID to facilitate the payment. You should advise the recipient that you have provided us with this information.
  2. Peer-to-peer payments are debited from your account when you request the Peer-to-peer payment. When the recipient’s account will be credited depends on the policy and systems of their bank.
  3. We do not pay interest on amounts credited back to your account if a recipient does not claim a payment or the funds are credited back to your account for any other reason.
  4. You cannot make Peer-to-peer payments using a credit card account.

Claiming Peer-to-peer payments

If you have registered, the payment will be deposited directly to a nominated deposit account.

If you are not registered, we will tell you when the payment is ready to be claimed:

  • via SMS if the Payer used Pay to Mobile; or
  • via email if the Payer used Pay to Email.
If the payment was made via Pay to Facebook Friend and you are not registered, the Payer will need to notify you they have initiated a payment. We don’t send any notifications for Pay to Facebook Friend.

If you are not registered, you can collect the payment via NetBank, mobile phone application or our collections website. For you to claim a payment, the Payer must advise you of the Payment Code. If you haven’t received the Payment Code, please contact the Payer.

You can use NetBank, mobile phone application or our collections website http://www.commbank.com.au/collect to make the claim. Simply enter the following:

  1. the Payer’s method of payment (mobile, email, or Facebook, as applicable);
  2. your mobile phone number, email address or Facebook login details via Facebook Connect (as applicable);
  3. the Payment Code; and
  4. select the account from the list of your available accounts or enter the BSB and account number of the account you wish the payment to be paid to.
Payments will be processed by BSB and account number only, without using an account name. Some institutions with unique account numbers may disregard the BSB number. Please take care to enter the correct BSB and account number as you may not be able to recover a payment if it is credited to another person’s account.

You must collect the payment within 14 days after the day the Payer inputs the payment. Otherwise, the payment is returned to the Payer. The returning of unclaimed payments may be occasionally delayed beyond 14 days due to system outages.

Once you enter your details on our site, it may then take up to 3 business days before your account is credited with the funds.

We may cancel or suspend your right to claim a payment at any time without notice to you (e.g. if a dispute arises or we suspect mistake or fraud).

For security purposes, make sure you don’t tell anyone else the Payment Code or record it anywhere that may lead to loss, theft or abuse.

We are not responsible for any loss you suffer due to:

  1. any delay in notifying you that a payment is available to be claimed;
  2. any failure or delay by the Payer to provide you or us with the correct information to enable you to claim a payment;
  3. another person becoming aware of your Payment Code;
  4. your entering incorrect information in NetBank, mobile phone application or on our collections website; or
  5. our cancelling or suspending your right to claim a payment (e.g. if a dispute arises or we suspect mistake or fraud).
You must contact the Payer if a payment cannot be claimed by you or you wish to dispute the amount of the payment.

Special conditions apply when using NetBank or the CommBank app on your mobile phone or tablet device

The version of NetBank specially tailored for your mobile phone or tablet device and the CommBank app are designed for phones or tablet devices linked to the network of an Australian telecommunications provider. They may not be available to some customers who have an overseas telecommunications provider.

You must be registered for NetCode SMS or a NetCode Token to access NetBank and be registered for NetCode SMS to use the secure features of the CommBank app on your mobile phone or tablet device.

If you have an exemption from NetCode for any period of time, you will not be able to access NetBank or the secure features of the CommBank app on your mobile phone or tablet device for the duration of that exemption.

You are responsible for any charges imposed by your telecommunications provider for connecting to NetBank or the CommBank app on your mobile phone or tablet device, including call costs and data costs associated with browsing the internet. You can continue to use NetBank or the CommBank app on your mobile phone or tablet device overseas if you have roaming access to the internet on your phone or tablet device. Your telecommunications provider’s charges may be higher than those for using NetBank or the CommBank app on your mobile phone or tablet device in Australia if you access it while overseas.

If your Client Number is suspended by the Bank for any reason (for example, if an incorrect password has been entered) you will be unable to access NetBank via a computer, a mobile phone or tablet device until it is reactivated or use the secure features of the CommBank app.

Cards, PINs, passwords and devices

Cards, PINs, passwords and devices remain the property of the Bank. To use your account, you must first sign your card(s) and then activate them online in NetBank, in branch or by calling 13 2221, after which time your card(s) can be used. Once activated, your card(s) is valid only for the period indicated on it. You cannot use it after the expiry month on the card(s).

You can nominate a specific PIN online in NetBank, or call into one of our branches. Our staff will be pleased to help.

If you want any other people to be able to access your account using a card, we can issue them with cards and PINs, but you must ask us to do so in writing.

Letting others have a card

If you ask us to do so in writing, we may issue a card and PIN to another person. An additional cardholder must be 16 years of age or over.

An additional cardholder’s use of a card is subject to these Terms and Conditions and we suggest that additional cardholders have a copy of them.

You are responsible for an additional cardholder’s use of a card and for all the amounts of any withdrawals, purchases or payments an additional cardholder makes using an access method as if you had used that access method to make the transactions. You should note that additional cardholders will have access to your account information.

If you or an additional cardholder ask us, we will remove the additional cardholder from your account. This means that we update our records so that the additional cardholder is no longer shown as an additional cardholder.

If you wish to stop access by an additional cardholder, you must ask us to remove the additional cardholder and place a stop on the additional card. You may do this either by attending a branch or by phoning us on 13 2221.

How do you cancel or stop a card, or other device?

You must tell us if you wish to cancel a card or other device issued to another user. You can also ask us to place a stop on your account, in which case you and any other user will not be able to make any further transactions on the account until you ask us to remove the stop.

Cancellation of a card or other device or a stop will not take full effect immediately. You will continue to be liable for any transaction amounts not yet processed on your Debit MasterCard and for all transactions made using a card or other device at a time when any of our electronic transaction systems are unavailable, until you have taken all reasonable steps to have the card or other device returned to us. You will also be liable for Debit MasterCard transactions to purchase goods and services at a price below a merchant’s authorised floor limit or where no authorisation is required, until you have taken all reasonable steps to have the card destroyed or returned to us. You authorise us to debit any outstanding Debit MasterCard transaction amounts on your accounts to any other Account in your name.

Cancellation of a card or other device or a stop will not take full effect immediately. You will continue to be liable for any transaction amounts not yet processed on your Debit MasterCard and for all transactions made using a card or other device at a time when any of our electronic transaction systems are unavailable, until you have taken all reasonable steps to have the card or other device returned to us. You will also be liable for Debit MasterCard transactions to purchase goods and services at a price below a merchant's authorised floor limit, until you have taken all reasonable steps to have the card destroyed or returned to us. You authorise us to debit any outstanding Debit MasterCard transaction amounts on your accounts to any other Account in your name.

Confidential and up-to-date information

We take all reasonable steps to ensure that the information available through electronic equipment is correct and updated regularly. We also try to protect your account information from unauthorised access during transmission through electronic equipment, but we will not otherwise be liable for any unauthorised access by any means to that information.

Using your Debit MasterCard

When you use your Debit MasterCard at ATMs or EFTPOS terminals, you may be asked to choose between the ‘credit’ and the ‘savings’ options. 

Whichever option you choose, the funds are debited to the underlying account. However, if you choose the ‘credit’ option to make a purchase, you may be able to exercise MasterCard chargeback rights (see ‘Requesting a chargeback’). 

When you use your Debit MasterCard to make purchases by mail order, telephone, internet or PayPass the ‘credit’ option automatically applies to that transaction.

The remaining information in this section applies to your Debit MasterCard when the ‘credit’ option is used to process a transaction.

Checking your transactions

Make sure you keep all vouchers and transaction records you receive from merchants and check them against the transactions on your statement. Offline transactions processed by the merchant (including some PayPass transactions) may not appear on your statement with the same date as the date you made the transaction. It is your responsibility to ensure there are sufficient funds in the account when this transaction is processed by the Bank.  If you have access to NetBank, you can check the transactions online.

Where Debit MasterCard purchases or transactions are made overseas (such as purchases made over the internet), they may be processed using the date overseas (value date), which may not be the same as the date in Australia. This means that it may be processed using the balance in your account on that value date (as shown in your statement).

Authorising your transactions

Some merchants, e.g. restaurants, hotels and car rental agents, may ask us to confirm that your account has sufficient available balance to meet the estimated cost of the goods and services. We treat this as a request for authorisation.

We may choose not to authorise a particular transaction. For example, there may be security issues with the transaction or network or, you may have insufficient funds in your account. 

If we do authorise a transaction, we reduce your available account balance by the estimated cost of the goods and services. Normally, this is then cancelled out when the actual transaction is completed. 

However, in the following situations, your available account balance may be reduced for up to six business days after the authorisation date:

  • the merchant did not complete the transaction (e.g. you decided not to purchase the goods or services); or
  • the actual amount the merchant charged to your account was different to the original amount we authorised and the merchant didn’t cancel the original authorisation (e.g. a hotel might get authorisation for one night’s accommodation when you check in but the amount later processed to your Debit MasterCard might be different to that authorisation).

Recurring transactions

You may authorise a merchant to regularly charge amounts to your account. 

To cancel the authority, you should notify the merchant in writing at least five business days before the next transaction due date. Until you notify them, we are required to process transactions from the merchant. If the merchant doesn’t comply with your request to cancel the authority, you can dispute the charges (see ‘Requesting a chargeback’).

Refunds

A merchant must issue a valid credit voucher to make a refund to you. We can only credit the refund to your account when we receive the voucher from the merchant’s bank.

Requesting a chargeback

In some cases, MasterCard’s scheme rules allow us to dispute a transaction and request a refund of the transaction (i.e. chargeback) for you from the merchant’s financial institution. Usually, we can only do this after you have tried to get a refund from the merchant and were unsuccessful. Usually, we can only do this after you have tried to get a refund from a merchant and were unsuccessful. You should tell us as soon as possible if you think your statement has a mistake in it or records a transaction which is possibly unauthorised, so that we may ask for a chargeback. Time limits may not apply where the ePayments Code applies. Chargeback rights do not apply to BPAY transactions – see ‘BPAY

How request a chargeback

To request a chargeback:

  • tell us you want us to chargeback the transaction within 30 days after the date of the statement which shows the transaction; and
  • provide us with any information we ask for to support your request.

If you don’t follow these steps, we may lose any chargeback right we have under MasterCard’s scheme rules. However, this doesn’t apply to an unauthorised transaction that is regulated by the ePayments Code - see ‘Unauthorised transactions’.

What happens when we claim a chargeback

We will try our best to claim a chargeback for you. However, for your claim to be successful, the merchant’s financial institution must first accept the claim. If they reject a chargeback, we will only accept the rejection if we are satisfied that it is reasonable and is consistent with MasterCard scheme rules. As a result of our investigations, if we find that your account:

  • has been incorrectly debited or credited, then we will adjust your account (including any interest and charges) and notify you in writing; or
  • has not been incorrectly debited or credited or that you’re liable for the loss or part of the loss, then we will give you copies of the relevant documents or evidence.

When we may block a transaction

You may only use your Debit MasterCard for lawful purposes. We may block purchases from certain websites or merchants if we have reason to believe that the products or services being offered:

  • are illegal (under Australian law or the laws of other countries);
  • contain offensive material; or
  • pose a risk to either systems or the integrity of transactions or information.

Electronic communication

We may give you notices and statements electronically by making them available on our NetBank service and sending an email to your nominated email address informing you that the notice or statement can now be retrieved from NetBank. We will only do this where:

  • You have selected an account which only offers statements and notices electronically; or
  • It is agreed between us and you have not withdrawn your consent.
Where statements and notices are sent to you electronically we will make them available on the NetBank service and will send an email notification to your nominated email address that the statement or notice is there for retrieval.

You must be registered for NetBank, and have provided us with your email address, in order to receive notices and statements electronically.

We have restrictions on the types of accounts or customers who can receive statements electronically. It may not be possible to receive statements electronically if you require multiple statements for an account.

Even if we normally provide electronic notices or statements, we reserve the right to send paper ones instead to your nominated postal address (e.g. if for any reason we are not able to provide them electronically or we cancel your election to receive statements or notices electronically because we are unable to deliver emails to your nominated email address).

Notices and statements given electronically are taken to be received on the day that the email enters the information system of your internet service provider or the host of your email address.

As part of our NetBank service, we may from time to time send you messages, e.g. to your NetBank inbox, including commercial electronic messages advertising, promoting or offering new or existing products, services or investments. You agree to receive such messages and that commercial electronic messages need not contain information about how to unsubscribe. We will however honour any preferences you make generally as to the receipt of marketing materials and your preferences in NetBank concerning Product upgrades and new product offers.

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Making e-banking transactions

Enter the correct information

When you or any other user make a transaction with electronic equipment it is your responsibility to tell us the correct amount you wish to pay or transfer, and the correct account to which you wish to have the payment or transfer credited. The account name of the recipient does not form part of your payment instructions and will not be used or checked by us in making your payment. If you tell us to make a payment or transfer and after we have implemented your instructions you discover that:

The amount you told us to pay or transfer was less than the required amount.

You can make another payment or transfer to the recipient to make up the difference.

The amount you told us to pay or transfer was greater than the required amount.

You must contact the recipient* to obtain a refund (you cannot make a claim upon us).

The account you told us to make a payment or transfer to was incorrect.

You can contact the recipient to obtain a refund or contact us.*

* We will attempt to recover the funds on your behalf but we are not liable unless we fail to comply with the process and timeframes set out below. We will acknowledge receipt of your report and provide you with a reference number which you can use to verify that your report has been recorded by us and to enquire about progress of your claim. Once we have the information we require and are satisfied that you have made a mistaken internet payment, we will send a request for return of the funds to the recipient’s financial institution. We will advise you in writing of the outcome of the request within 30 business days of receiving the information from you.

Making a deposit with an ATM

We accept responsibility for the security of deposits lodged at our ATMs. Unless you can provide satisfactory evidence to the contrary, the amount of the deposit is subject to later verification by us. Our count of the funds deposited is regarded as conclusive evidence of the actual amount. If we differ on the amount of the deposit, we will tell you of the discrepancy as soon as possible.

Scheduling future payments and transfers

With NetBank you can 'schedule' a payment or transfer by nominating a future date on which such a transaction is to be made (not available for Pensioner Security Account - passbook option, Passbook Savings Account, NetBank Saver Account, Savings Investment Account, Streamline Basic, GoalSaver and Business Online Saver).

Depending on the availability of cleared funds, NetBank will make up to 5 attempts to process your scheduled transfer or payment. NetBank will make the first attempt early in the morning on the day your transfer or payment is due; further attempts will be made by NetBank on subsequent business days. Scheduled transaction can be suspended or cancelled by you up to and including the day the transfer or payment is due if we have not begun processing the payment (usually around 4:30am Sydney time). Otherwise we will process the payment or transfer as originally instructed by you.

Daily limits for transfers through e-banking

If you transfer funds through Telephone Banking or NetBank, the maximum amount that can be transferred per customer per day is:

  • $99,999,999.99 to or from a linked statement account;
  • $99,999.99 (or up to the available credit limit) to or from a linked credit card account.
  • $25,000.00 (or up to the maximum balance) to your Commonwealth Bank Traveller's Cash card¹.
The maximum amount that can be transferred per customer per day in the following ways using NetBank is:

  • $2,000 when transferring to a non-linked account (for example, another person's account or an account at another financial institution).²
  • $5,000 when transferring by International Money Transfers using NetBank. Before you can use this service, you need to contact us to activate it.²
  • $20,000 when making payments through BPAY using NetBank.² 
If you use our mobile phone application to make payments to third parties including by reference to their email address, mobile phone number or Facebook account, other limits may apply. These are set out in the terms and conditions for that application.

¹ Not available through Telephone Banking

² These are the default transaction limits that apply. In some cases the limits may be lower. To find out how these limits can be amended, login to NetBank and go to the ‘Security’ tab and select ‘Payment Limits’ or call us on 13 2221 option 4 (24 hours a day, 7 days a week). You must be registered for NetCode for any NetBank limit increases.

The daily limits applying to transfers to non linked accounts, International money transfers and BPAY using NetBank operate independently of each other. If you request a higher daily limit (or ask the Bank to activate the International Money Transfer service in NetBank) your liability for unauthorised transactions may increase. Minimum transaction amounts also apply.

Please phone the NetBank Help Desk on 13 2221 option 4 (24 hours a day, 7 days a week) for details.

Your access to NetBank transfers to non-linked accounts, BPAY payments and/or International Money Transfers (if applicable) and/or payments to third parties using our mobile phone application may be removed or reduced if:

  • we provision a NetCode Token and you don’t register it with us within 30 days of the date we sent it to you, or
  • you are registered for NetCode SMS but your mobile telephone number not advised to the Bank, or
  • you tell us that you don’t want to use NetCode SMS or Token. To reduce your exposure to liability for unauthorised transactions where the Bank considers it necessary.

We may suspend NetCode if we have reason to believe that your online security is at risk, e.g. you entered the wrong NetCode more than once. If we do, your access to NetBank for any functions normally requiring a NetCode to be entered including payments to third parties using our mobile phone application and secure online shopping using NetCode may be suspended or limited and won’t apply until we reactivated it. If you have an exemption from NetCode for any period of time, your access to payments to third parties using our mobile phone application may be suspended or limited and NetCode for your online shopping won’t apply during that time.

If you deposit a cheque or other payment instrument to a passbook account, no transfers or BPAY payments (including transfers or payments of available funds) using electronic banking will be permitted for 3 business days from the date of the deposit. If you do wish to transact on your passbook account during this period, please take your passbook to one of our branches to discuss your options.

Transfers to non linked accounts and transfers sent by International Money Transfer are not permitted from passbook accounts.

Cash withdrawals and purchases made through ATMs, EFTPOS, overseas using Maestro/Cirrus and Visa Plus networks, Post Offices and other agencies with electronic banking terminals, are subject to a daily card withdrawal limit. Keycards or Debit MasterCards issued prior to 28 July 2008, have a default limit of $800. Keycards or Debit MasterCards issued on or after this date have a default limit of $1000. Credit cards have a default limit of $800.

The daily withdrawal limit does not apply if you use the ‘credit’ option (using your Debit MasterCard or credit card) to access your accounts at EFTPOS.

Withdrawals are also subject to the note denominations available at the ATM.

For contactless payments, per payment limits apply as set by the relevant card scheme.

The daily card withdrawal limit is the total amount that can be withdrawn using a PIN from all accounts linked to a card in any one day. You can confirm and/or change your daily card withdrawal limit at any time using NetBank.

Simply go to the ‘Manage accounts’ tab, select ‘Manage my accounts’ and then select the ‘Change my daily card withdrawal limit’ option. To help protect your account, you must be registered for NetCode SMS or NetCode Token to use this feature.

If you request a higher daily electronic banking withdrawal limit your liability for unauthorised transactions may increase.

Merchants, BPAY Billers and other financial institutions may impose other restrictions on transfers.

When are electronic banking (including Bpay) transactions processed?1

(i) The following information applies to all accounts except accounts specified in (ii) below.

E-banking transactions are processed on the day they are made or scheduled3 to occur.

However, due to processing requirements, a funds transfer from your account made via NetBank or telephone banking between 12:00 midnight and 12:30am (Sydney/Melbourne time) on Sunday to Friday (inclusive), or transactions made between 12:00 midnight and 1:30am (Sydney/ Melbourne time) on a Saturday, may be treated as if the transfer occurred on the previous calendar day. For example, a NetBank funds transfer made at 12:15am on Wednesday morning may be treated as if the transfer was made on Tuesday and will appear on your statement as at Tuesday’s date.

Please note that the following e-banking transactions, whilst debited to your account as above, may not be processed by us or credited to the recipient’s account until the next business day:

  • transfers to Commonwealth Bank home loans, credit cards, Savings Investment Accounts, Passbook Savings Accounts and Pensioner Security Accounts (Passbook option);
  • transfers to other financial institutions and BPAY payments made or scheduled to occur after 6pm (Sydney/Melbourne time) or on a non-business day.

Payments to accounts at other financial institutions will be credited to the recipient’s account when the other financial institution processes the transaction, which may take up to 3 business days.

(ii) The following table applies to Pensioner Security Accounts (Passbook option) and any account previously operating as a Viridian Line of Credit but has subsequently switched to any other savings or transaction product from 30 May 2011:

Transaction type When the transaction was made or scheduled to be made When the transaction may be processed
Electronic payment (including Bpay) and transfer transactions Before 3pm (Sydney/Melbourne time) on a business day On the same day
After 3pm (Sydney/ Melbourne time) on a non-business day On the next business day
Scheduled transactions Scheduled to occur on a business day On the nominated day
Scheduled to occur on a non-business day On the next business day

1 Proceeds of NetBank transfers and payments using our mobile phone application – For security reasons we may place a hold on funds transferred through NetBank and/or payments using our mobile phone application to your account from an unlinked Commonwealth Bank account.  The hold may apply:

  • if the transfer takes place before 7:30pm (Sydney/Melbourne time), until the next day
  • if the transfer takes place after 7:30pm (Sydney/Melbourne time), until the second following day; or
  • for as long as we reasonably need to investigate the transaction.

2 We are progressively upgrading our banking system to provide a faster, more responsive service. During the changeover period, e-banking transactions on some accounts and transactions made after 3pm or on a non-business day may not be processed until the next business day. To find out when we process your e-banking transactions, visit our website or call us.

3 Refer to Scheduling future payments and transfers for more information.

Refusal of service

Despite any right contained in these Terms and Conditions, in the event that you or a signatory appears to be a Proscribed Person, then we may immediately refuse to process or complete any transaction or dealing of yours; suspend the provision of a product or service to you; refuse to allow or to facilitate any of your assets held by us to be used or dealt with; refuse to make any asset available to you to any other proscribed person or entity; or terminate these arrangements with you. We will be under no liability to you if we do any or all of these things.

If we exercise our rights under this clause, you must pay any losses, costs or expenses that we incur in relation to any action taken under this clause, including interest adjustments and/or administrative costs under these Terms and Conditions.

What happens if the electronic equipment does not work properly

We take all reasonable steps to ensure that our electronic equipment functions properly during its usual operating hours. However, failures may occur and this has an impact on liability.

If

Then

The equipment accepts a user's instructions

We are liable to you for any loss caused by a transaction that is not completed in accordance with those instructions.

The equipment does not accept a user's instructions or a user's card or other device and/or PIN fails to activate the equipment

We are not liable to you.

A user is aware at the time of use that the equipment is not functioning properly

Our liability to you is limited to correcting any wrong entry in your account. We will refund any charges and fees debited to your account as a result of the wrong entry.

 

You do not lose any protection that we give you under these Terms and Conditions when you (or any other user) use your card or other device, PIN or password in electronic equipment that is not owned by us.

Disputes

What if you have a complaint

We accept that sometimes we can get things wrong, and when this happens we’re determined to make them right again.

Talk to us

Most problems can be resolved quickly and simply by talking with us. You can visit your local branch, or you can call our General Enquiries team on 13 2221, 24 hours a day, 7 days a week.

If you need further assistance after your initial enquiries, you can contact Customer Relations.

When you make a complaint to us we will:

  • acknowledge your complaint and make sure we understand the issues
  • do everything we can to fix the problem
  • keep you informed of our progress
  • keep a record of your complaint
  • give you our name, a reference number and contact details so that you can follow up if you want to; and
  • provide a final response within 21 days or advise you of the need for more time to complete the investigation.

Unless there are exceptional circumstances, we will complete our investigation within 45 days of receipt of your complaint. If we are unable to provide a final response to your complain within 45 days, we will:

  • inform you of the reasons for the delay;
  • advise of your right to complain to the Financial Ombudsman Service (FOS); and
  • provide you with the FOS contact details.

 

BPAY

  • If we conclude that your account has been incorrectly debited or credited, we will, where appropriate, adjust your account (including any interest and charges) and let you know in writing of the amount with which your account has been debited or credited.
  • If we reasonably conclude that your account has been correctly debited or credited or, in the case of unauthorised transaction, that you are liable for the loss or part of the loss, we will give you copies of any document and/or other evidence on which we based our finding.

If any BPAY payment was made as a result of a mistake by you and, after 20 business days we are unable to recover the payment from the Biller or any other person who received it, you should then pursue the matter with the biller or the person receiving the payment.

We are not liable if any retailer refuses to accept a card, PIN, password or other code.

External dispute resolution

If you are not happy with the response we provide, you may refer your complaint the Financial Ombudsman Service (FOS).

FOS offers a free, independent dispute resolution service for the Australian banking, insurance and investment industries. Please refer to Take a complaint to the Ombudsman for contact details.

Disputes with other parties

We are not liable if any retailer refuses to accept a card, PIN, password or other code.

Unless required by law, we are not responsible for the goods and services a retailer supplies to the user. If the user has any disputes, they must be resolved with the retailer. We are also not responsible for complaints with respect to the goods and services a retailer supplies to the user if incorrect charging occurred.

You must ensure that you enter the correct amount in the electronic equipment before authorising the transaction.

Unless you can provide satisfactory evidence to the contrary, you agree that:

  • the amount shown on a sales voucher or any other evidence of a purchase is sufficient evidence of the purchase;
  • the amount shown on a cash withdrawal voucher, receipt or any other evidence of a cash withdrawal is sufficient evidence of the cash withdrawal; and
  • the above applies regardless of whether the voucher or other evidence is signed by you.

You should pursue any disputes over incorrect charging with the retailer.

Safeguarding your account against unauthorised access

Access methods comprise the keys to your EFT account. You must do everything you reasonably can to protect all means of access to your account. That means making sure your cards, devices, client numbers, PINs, passwords and other codes and electronic equipment are not misused, lost or stolen or disclosed to any Account access service.

You may suffer loss if you don't sufficiently safeguard these items.

If you use VoIP, please refer to 'Using VoIP' for more information.

You must report the loss, theft or misuse of a card, device, PIN, password, Client Number or electronic equipment.

Scenario

What to do

What we will do

Your card, device, PIN, password, Client Number or electronic equipment may have been lost or stolen.

Tell us as soon as you become aware. You may suffer loss if you don't tell us. Call our hotline numbers listed in Where to get help or visit any branch.

If you report the event, we will give you a number that you should keep to verify the date and time that you reported the misuse, loss or theft.
We will be liable for all losses incurred after you tell us.

You suspect that someone has knowledge of your or any user's PIN, password or other codes.

There has been unauthorised access to your account.

Even if you are confident that codes are secure you must tell us as soon as you become aware of the loss or theft of an access method or of any unauthorised access to your account(s).

What happens if I don't report loss, theft or misuse?

If it can be shown that you unreasonably delayed telling us of the loss, theft or misuse of a card, device, PIN, password, Client Number or other codes, or electronic equipment, then you will be liable for unauthorised transactions that occur on your account.  

We do not hold you liable for any unauthorised transactions that could have been stopped if the Bank's hotline facilities weren't available at the time you tried to report the loss, theft or misuse.

However, you should visit or telephone one of our open branches as soon as possible.

Ensuring the security of your cards, devices, PINs, passwords, Client Numbers or other codes

If we reasonably believe a card, PIN, password, other code or device is being used in a way that may cause losses to you or us, we may cancel or withhold its use at any time, without notice.

We may cancel a Debit MasterCard or Keycard if it is not used for 12 months or more.

Before using a Debit MasterCard or Keycard that hasn’t been used for 12 months or more, you should contact us to ensure that it is still activated.

A Client Number may be permanently cancelled by us without notice to you if:

  • it has not been used for 12 months or more; or
  • it has been suspended by the Bank for security reasons (for example, because an incorrect password was entered) and you do not contact the Bank within a reasonable time to arrange for a password change and for the Client Number to be reactivated.

If the Bank cancels a Client Number, the internet banking service to which it relates will be closed without notice to you. If following cancellation you want to continue to use the internet banking service, you can again register for the service by contacting the Bank on 13 2221 option 4 or by visiting our website: commbank.com.au/netbank.

Safeguarding your cards and devices (including Netcode Tokens)

Always

Never

Sign cards immediately upon receipt

Destroy cards when they reach their expiry date or when they are no longer valid

Return cards and devices to us upon request

Carry cards and devices whenever possible and regularly check they are still in your possession

Remember to take your card, cash and transaction record with you when a transaction is completed

Keep cards and PIN records anywhere near each other e.g. in a briefcase, bag, wallet or purse

Leave cards and devices in a car

Keep cards or other devices and PIN records in one item of furniture, even if in different compartments (e.g. different drawers of the same bedroom dresser)


Safeguarding your PINs, passwords or other codes

Always

Never

Memorise a PIN, password or other code* as soon as possible or disguise any PIN or password that is recorded so that others will not be able to decipher it or make a reasonable attempt to prevent unauthorised access to the PIN Record, including keeping the PIN Record in a securely locked container or password protected device or computer

Destroy or delete PIN, password or other code notifications as soon as possible after receiving them or if a user nominates a specific PIN, password or other code, it must not be an obvious word or number (such as a date of birth, middle name, family member’s name or driver’s licence number) or one which is easily guessed

Take precautions when using e-banking e.g. be ready to make the transaction when you approach the electronic equipment and never let anyone watch you enter your PIN, password or other code. Check the location of mirrors, security cameras or any other means of observing PIN, password or other code entry and then shield it from anyone

Tell or let anyone find out a PIN, password or other code – not even family or friends

Record a PIN, password or other code (disguised or not) on a card, device, computer, mobile phone or tablet device

Keep a record of a PIN, password or other code in a situation where, if a thief finds a card or code they will also find the record of the PIN or password

* Excluding NetCode

^ We will not consider that a reasonable attempt has been made to disguise a PIN, password or other code if it is recorded in reverse order; in an easily understood code, e.g. A=1, B=2; as a “phone” number where no other phone numbers are recorded or as a four digit number, prefixed by a telephone area code; as a “date” (e.g. 9/6/63) where no other dates are recorded; as a series of numbers or words with any of them marked, circled or in some way highlighted to indicate the PIN, password or other code; as an obvious word or number or one that can be found in a purse or wallet.

Top of page

Liability for transactions

Generally speaking you are liable for any losses arising from the acts and omissions of all users. This includes you and any person authorised by you to carry out EFT transactions on your account. You will be liable for:

  • transactions carried out by you or with your knowledge and consent;
  • transactions carried out by any other user, unless you have told us to cancel that user's PIN, password or other code, and you have taken all reasonable steps to have the card or other device returned to us; and
  • unauthorised transactions if you or any other user have not made a reasonable attempt to disguise or prevent unauthorised access to a PIN, password or other code.

Unauthorised transactions

An unauthorised transaction is one which is not authorised by a user, for example a transaction which is carried out by someone besides you or another user without your knowledge and consent.

The ePayments Code determines your liability for losses resulting from unauthorised transactions. We have reflected the relevant Code provisions in the following sections. Please note though that the relevant Code (and the sections below dealing with unauthorised transactions) are 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).

When you will not be liable for loss due to unauthorised transactions

You will not be responsible for any loss resulting from an unauthorised transaction if any of the following apply:

  • it is clear a user did not contribute to the loss in some way;
  • the loss arises after you notify us that any card or other device used to access the account has been misused, lost or stolen or that the security of a PIN, password or other code used to access the account has been breached;
  • the loss was due to fraud or negligent conduct by any of our employees or agents or the employees or agents of any person (including merchants) involved in the Electronic Funds Transfer network;
  • the loss occurs because any component of an access method was forged, faulty, expired or cancelled;
  • the loss results from a transaction which occurred prior to you or another user receiving a device or code required to access the account;
  • the same transaction was incorrectly debited more than once to your account; or
  • the loss results from any conduct expressly authorised by us (provided any conditions imposed have been met); or
  • a user leaving a card in an ATM, as long as the machine incorporates reasonable safety standards that mitigate the risk of a card being left in the machine (for example, the machine captures cards that are not removed after a reasonable time or requires that the card be removed from the machine before the transaction can proceed).

When you will be liable for loss due to unauthorised transactions

Where we can prove on the balance of probability that you contributed to the loss, you will be responsible for losses resulting from unauthorised transactions (refer to 'Safeguarding against unauthorised access to your account') in the following scenarios.

Scenario

What you will be liable for

The losses occur before you notify us that a card or other device used to access the account has been misused, lost or stolen or that the security of a PIN, password or other code used to access the account has been breached as a result of:

  • fraud by any user;
  • any user voluntarily disclosing their PIN, password or other code;
  • any user recording or otherwise indicating one or more PIN, password or other codes on the outside of a card or other device;
  • any user keeping a record of one or more PIN, password or other codes (without making any reasonable attempt to protect their security) on one article or on several articles which are kept with a card or other device or which could be lost or stolen at the same time as the card or other device;
  • any user keeping a record of PINs, passwords or other codes (without making any reasonable attempt to protect their security) which may be used without a card or other device, on one article or on several articles which could be lost or stolen at the same time;
  • any user selecting or changing any of their PINs, passwords or other codes to one which represents their date of birth or a recognisable part of their name, despite us specifically instructing the user not to do so and bringing to their attention the consequences of their doing so; or
  • a user acting with extreme carelessness in failing to protect the security of all their PINs, passwords or other codes.
  • a user leaving a card in an ATM, as long as the machine incorporates reasonable safety standards that mitigate the risk of a card being left in the machine (for example, the machine captures cards that are not removed after a reasonable time or requires that the card be removed from the machine before the transaction can proceed).

The actual losses which occur before you notify us that:

  • the card or other device used to access the account has been misused, lost or stolen; or
  • the security of the PIN, password or other code used to access the account has been breached, but only if such breach was the dominant cause of the loss.

The losses result from your unreasonable delay in notifying us after you become aware of the misuse, loss or theft of a card or other device used to access an account or that the security of all the PINs, passwords or other codes used to access an account have been breached.

The actual losses which occur between when you become aware (or should reasonably have become aware in the case of a lost or stolen card or device) and when you notify us.


Limits on your liability for losses

Even if losses occur in the previous scenarios you will not be liable for:

  • that portion of any money that has been withdrawn from your account in any one day which is more than the applicable daily transaction limits;
  • that portion of any money that has been withdrawn from your account in a period which is more than any other applicable periodic transaction limits;
  • that portion of any money that has been withdrawn from your account which exceeds the balance of that account (including any pre-arranged credit) when the transaction occurs;
  • that portion of any money that has been withdrawn from an account which we had not agreed with you could be accessed using the access method; and
  • any amount recovered under the MasterCard scheme rules when you use a Debit MasterCard.

If a PIN, password or other code was needed to perform the unauthorised transactions and none of the circumstances above apply (that is, it cannot be proven on the balance of probability whether or not you contributed to the loss) you will be liable for the lesser of:

(i) $150;

(ii) the balance of those account(s) (including any pre-arranged credit) from which funds were transferred in the unauthorised transactions and which we had agreed with you may be accessed using the access method; or

(iii) the actual loss at the time you notify us (where relevant) that the card or other device has been misused, lost or stolen or that the security of the PIN, password or other codes has been breached (excluding that portion of any money lost on any one day that is more than the applicable daily transaction or other periodic transaction limits).

When we may reduce your liability

Where you allege that a transaction is unauthorised and we have not placed a reasonable daily or periodic transaction limit, either we or an external dispute resolution body may decide to reduce your liability having regard to:

  • whether the security and reliability of the means used by us to verify that the relevant transaction was authorised by you adequately protected you from losses in the absence of reasonable daily or other periodic transaction limits protection; and
  • if the unauthorised transaction was a funds transfer that involved drawing on a line of credit accessible by the card, PIN, password or other code needed to perform the transaction (including drawing on repayments made to a loan account), whether at the time of making the line of credit accessible by the card, PIN, password or other code, we have taken reasonable steps to warn you of the risk of the card, PIN, password or other code being used to make unauthorised transactions on that line of credit.

Conditions of use for BPAY

BPAY (Bill Payment) lets you pay most bills over the telephone (Telephone Banking), with NetBank or with our mobile phone application. To register to use BPAY you must first establish a password for Telephone Banking or register with NetBank. (Refer to 'Meaning of Words'). Please note that Youthsaver customers cannot use BPAY over the phone and NetBank Saver customers and Business Online Saver customers can not use BPAY.

What to give us when you make a BPAY transaction

You will need to provide the following accurate information so that we can process a BPAY payment.

Biller code (printed on your bill near the BPAY logo)

Customer reference number (printed on your bill near the BPAY logo)

Details of the account from which you wish to make the payment

Amount of the payment to be made

Date on which the payment is to be made (only if the user is scheduling a future payment with NetBank)


What happens if I enter incorrect information?

You must be careful to tell us the correct amount to be paid. If you tell us to make a payment and later you discover that:

  • an amount was not paid in accordance with your instructions - then you should call 13 2221 and talk to a customer service officer;
  • the amount you told us to pay was less than the required amount - then you can make another BPAY payment to the Biller to make up the difference;
  • the amount you told us to pay was more than the required amount - then you should call 13 2221 and talk to a customer service officer. We will attempt to recover the overpayment on your behalf, however, recoveries are performed on a best endeavours basis and if after 20 business days we are unsuccessful, you will need to ask for a refund from the payment recipient; or
  • the account, Biller code or customer reference number was incorrect - then you should call 13 2221 and talk to a customer service officer.

Can I cancel a BPAY transaction?

We cannot stop any BPAY transaction once you have entered the relevant data, and given the instruction to process the payment.

What happens if a Biller cannot process a BPAY payment?

If we are advised that a BPAY payment cannot be processed by a Biller, we will advise the user of this and credit your account with the amount of the BPAY payment. We will also assist the user to make a valid BPAY payment.

What you agree to when using BPAY View

BPAY View lets you receive some bills electronically instead of by mail. You can view and then pay these bills using NetBank. (Refer to 'Where to get help') for details on how to register to use BPAY View. You must tell us if your contact details (including email address) change. When you register to receive a bill or statement electronically through BPAY View, you represent that you are entitled to receive that bill or statement from the applicable Biller.

You agree to...

That means you...

Receive bills and statements electronically

Agree that any electronic bill or statement you receive using BPAY View satisfies any legal obligations a Biller has to provide you with bills and statements.

Access BPAY View regularly to receive your electronic bills and statements

Agree to check your emails and/or our NetBank web site at least weekly;

Agree to ensure your mailbox can receive email notifications (e.g. it has sufficient storage space available);

Agree to tell us if you or any user is unable to access your email, our NetBank web site or a link to a bill or statement for any reason;

Agree that a bill or statement is deemed to have been received by you if a notification that you have a bill or statement is sent to your server at the email address nominated by you, whether or not you choose to access your email; or a notification that you have a bill or statement is posted on our NetBank website, whether or not you choose to access our NetBank website; and

Agree that a bill or statement will not be deemed to have been received by you if we receive notification that: your mailbox is full; or you cannot receive an email notification; or an email notification to you is returned to us undelivered.

Disclose personal and transactional information as needed to facilitate the BPAY View process

Agree to disclose any personal information (e.g. your name, email address and the fact that you are our customer) that is needed to enable Billers to verify that you have registered to receive bills and statements electronically using BPAY View or have cancelled your BPAY View registration;

Agree to disclose any of your transactional information that is needed to process your BPAY Payments and any user's use of BPAY View;

Agree to allow data to be collected by us or your nominated Biller(s) about whether you access your emails, our NetBank website and any link to a bill or statement;

Agree to notify us of any changes to your personal information;

Agree to disclose any updates to your personal information to all other participants in the BPAY Scheme referred to underneath this table, as necessary; and

Agree to disclose to a Biller that an event (refer to 'Receiving paper bills and statements instead of electronic ones') has occurred.


Personal and transactional information will only be disclosed to: the Bank; BPAY Pty Ltd; the Billers nominated by you; these Billers' financial institutions; any agent appointed by BPAY Pty Ltd to provide the electronic systems needed to implement the BPAY Scheme (e.g. Cardlink Services Limited). The Bank does not store the personal information you provide to register with BPAY View with a particular Biller. You can request access to your personal and transactional information held by the Bank, BPAY Pty Ltd or its agent, Cardlink Services Limited.

Availability of electronic statements and bills

Except as expressly provided for in the Terms and Conditions in this section, we accept no responsibility to arrange for or ensure that any Biller with whom you register to receive bills and statements using BPAY View actually makes those bills or statements available to you.  

If you fail to receive bills and statements from a Biller or the bill or statement is not available to be viewed using BPAY View, you must contact the applicable Biller to obtain a paper bill or statement.

Suspending or cancelling BPAY View

If, at any time, continued use of the BPAY View service may cause loss to you or us, or if the Bank elects not to continue with the service, we may:

  • suspend or cancel use of BPAY View entirely or in relation to a particular Biller; and
  • suspend or cancel your registration to use BPAY View without prior notice.

We will advise you of such suspension or cancellation via the most appropriate means, which may include by notification to your email address or by posting a notice on NetBank.

Using NetBank to store and delete bills and statements

Unless you delete the bills and statements delivered to you through our NetBank website, they remain accessible for a period determined by the Biller (up to 18 months). After this set period they will be deleted, whether they have been paid or not.  

The maximum number of bills and statements available to through our NetBank website is 150. If you reach this number and a new bill or statement is delivered to you, the oldest bill (according to the time of delivery) will be deleted by us.

What happens if there is a problem with BPAY View?

If, as a result of an act or omission by you or any user or the malfunction, failure or incompatibility of computer equipment you are using at any time to participate in BPAY View, a bill or statement is:

  • not delivered to you on time or at all (other than because you failed to view an available bill);
  • delivered to the wrong person;
  • delivered with incorrect details; or
  • delivered to you after you have unsuccessfully attempted to deregister from using BPAY View

You must contact the applicable Biller to advise them of the error and if applicable obtain a correct paper bill or statement as soon as you become aware of the error.

You are responsible for any charges or interest which are payable to the Biller due to any late payment as a consequence of such error. Please contact the Biller directly if you have any queries in relation to bills or statements.

Receiving paper bills and statements instead of electronic ones

You may receive from the applicable Biller paper bills and statements instead of electronic bills and statements, although the Biller may charge a fee where you request a paper bill in addition to an electronic version.  

Unless we are also the applicable Biller, we accept no liability to provide you with a paper bill or statement in any of the following circumstances:

a. if you or the Biller deregister from BPAY View;

b. if we receive notification that your mailbox is full or that you cannot receive any email notification of a bill or statement;

c. if our email to you is returned to us undelivered, e.g. your email address is incorrect or cannot be found;

d. if we are aware that you are unable to access your email or our NetBank website or a link to a bill or statement for any reason; or

e. if any function necessary to facilitate BPAY View malfunctions or is not available for any reason for longer than the period specified by the applicable Biller.

However, we will take all reasonable steps to advise the applicable Biller of the circumstances, unless the Biller already knows about them. 

We may disclose that the above circumstances have occurred to the institutions listed (refer to 'Personal and transactional information').

Changes to Electronic Banking Terms and Conditions

Our obligation to give you advance notice as specified below does not apply if changes are required to immediately restore or maintain the security of a system or an individual facility, including the prevention of systemic or individual criminal activity, including fraud.

Change

Minimum number of days' notice

Method of notice

Introduce or increase a fee or charge relating solely to the use of or the issue of any additional or replacement cards, PINs, passwords or other codes used to access your account.
 

30 days

In writing* unless we cannot locate you.

Increase your liability for losses relating to transactions using a card, PIN, password or other code (subject to the liability limits established in these terms and conditions).

30 days

In writing* unless we cannot locate you.

Introduce, remove or adjust the daily transaction limit or other periodical transaction limits applying to the use of your card, PIN, password, other code, an account or electronic equipment.

30 days

In writing* unless we cannot locate you.

Any other change.

Before the day of change

In writing* or by advertisement in the national or local media.

* If you receive electronic statements and notices, we may provide the notice by email or on NetBank and send you a notification email to tell you it's available to be viewed in NetBank.

If there are a lot of important or a sufficient number of cumulative changes, we will issue a new brochure setting out all the changes made to the Terms and Conditions in this brochure.

We will also give you notice of the variation with an account statement (as applicable).

Severance

If any part of any of these Terms and Conditions is found to be void or unenforceable for unfairness or any other reason (for example, if a court or other tribunal or authority declares it so), the remaining parts of these Condition of Use will continue to apply as if the void or unenforceable part had never existed.

Customer information and privacy

For information about our information collection practices, please see our Group Privacy Policy available on our website at commbank.com.au (follow the Privacy Policy link) or upon request from any branch of the Bank.

Our policy should be read in conjunction with the privacy disclosures we give you when you apply for a product or service.

Our policy includes information about:

  • the ways we may collect, use or exchange your information;
  • how you may access and seek correction of the information; and
  • how to make a complaint about a breach of your privacy rights, and our complaint handling procedures.

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