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:
You may have recently received communication from us relating to the changes to your Safe Custody Facility.
See our Safe Custody Facility Dates and look for the branch your facility is located at to confirm the dates of your branch system upgrade.
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.
Effective 14 October 2024, the CommBank Safe Custody Facilities Terms & Conditions and Privacy Collection Notice dated 1 December 2023 is amended as follows:
Replace references to “Annual Fees” with “Safe Custody Fees” (Sections 2.2, 2.7, 3.5, 4, 5.1, 5.2, 5.3, 7.1, 11 (defined term ‘Charges’)), replace “annually” with “monthly” (Section 2.4) and remove the word “Annual” (Sections 4.2 and 4.3).
Page 9, Section 2.2, Safe Custody Facility eligibility criteria
Add as new bullet point: “not breach limits to the maximum number of personal and non-personal facilities and Authorised Operators. Please see our website for more details.”
Page 12, Section 2.7, Joint Facility Holders
Replace first bullet point with: ”For all Safe Custody Facilities, there is a maximum of two Facility Holders for each personal facility and a maximum of one Facility Holder for each non-personal facility. Please see our website for more information and availabilities.”
Page 13, Section 2.9, Authorised Operators
Add as new bullet point: “There are some restrictions which apply to the appointment of Authorised Operator/s for Safe Custody Facilities. Please see our website for details.”
Page 17, Section 3.7, Transferring the contents of a Safe Custody Facility
At the third bullet point, replace the last sentence with: “If you have paid an Annual Fee in advance, we will refund to you on a pro-rata basis any Annual Fees paid in advance for any unused period.”
Page 19, Section 4.1, Payment
Replace entire Section 4.1 with:
“We charge, and you must pay us, the Safe Custody Fee.
The Safe Custody Fee is a licence fee for the use of your Safe Custody Facility. The fee varies in amount depending on the type and size of your facility, and is payable monthly, in arrears, by automatic deduction from an eligible CommBank transaction account. The fee is due, and will ordinarily be deducted from your nominated account, one month after the Safe Custody Facility Start Date. However, if the monthly due date falls on the 29th, 30th or 31st and this date does not exist in the month, the fee will be charged on the last day of the month. Please see our Safe Custody Fees and Charges brochure on our website for full details. A list of eligible transaction accounts is available on our website.
If you do not have sufficient funds in your nominated account on the monthly due date, we may continue to attempt to take payment the following month. We may restrict your access to your facility and ask you to visit a CommBank branch to pay outstanding amounts.
We have recently changed the way we charge for Safe Custody Facilities. If you opened a Safe Custody Facility prior to the completion of the Upgrade for the branch at which your Safe Custody Facility is located:
For all Safe Custody Vaults, a non-refundable Establishment Fee is payable on, or prior to, the Start Date. This fee is in addition to the Safe Custody Fee.
You must pay any Charges on demand by us. For example, after you request an additional key we may require you to pay for it before we issue you a new key.
You must pay any Safe Custody Fees and Charges by the due date. We have the right to restrict access to your Safe Custody Facility or withhold the contents of your Safe Custody Facility until all outstanding Safe Custody Fees and Charges are paid. We will act fairly and reasonably towards you when exercising this right. Any outstanding Safe Custody Fees and Charges are recoverable by us.”
Page 22, Section 5.1, Your rights to terminate the Agreement
At the fourth bullet point replace the words “If you terminate the Agreement prior to the anniversary date of the Agreement” with “During any period your facility remains subject to an Annual Fee (as applicable) and you terminate the Agreement prior to the anniversary date of the Agreement”.
Page 24, Section 5.2, Our rights to terminate the Agreement
At the first bullet point, replace the words “If you terminate the Agreement prior to the anniversary date of the Agreement” with “During any period your facility remains subject to an Annual Fee (as applicable), if we terminate the Agreement prior to the anniversary date of the Agreement,”.
Page 34, Section 9, How to give us feedback
Add contact details for the Australian Financial Complaints Authority.
Pages 36-37, Section 11, Meaning of words in this document
For the defined term “Annual Fee”, replace current meaning with: “The annual licence fee for a Safe Custody Facility. Refer to section 4. Only applicable to facilities acquired during the period an Annual Fee was required.”
Add the following new defined terms at the appropriate alphabetical location:
Safe Custody Fee
The monthly licence fee for a Safe Custody Facility. For Safe Custody Facilities opened prior to the introduction of a monthly fee, this means the monthly licence fee or Annual Fee as applicable and as the context requires until such time as the facility is transitioned to a monthly fee. Refer to Section 4.
Upgrade
Technological upgrade of the Safe Custody Facility platform that will be progressively implemented on an individual branch basis.
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 will be updated on 14 October 2024 and will apply 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’.
