Frequently Asked Question

Your new or replacement card is sent to you inactive. This protects your accounts and your money. When you receive it all you need to do is log into our mobile banking app, and complete a couple of steps – then you’re on your way.

Mobile banking app

1. Log in
2. Click ‘Settings’
3. Click ‘Activate cards’
4. Follow the instructions

If you have any issues, just give us a call on 1300 790 740 and we’ll help step you through it.

We’re here Monday to Friday – 8.30am to 5.30pm AEST

If you’re travelling overseas and plan to use your Australian Unity account, it’s a good idea to let us know first. That way we’ll know that you’re making overseas transactions, not someone else.

Mobile banking app

1. Log in
2. Click ‘Menu’
3. Click ‘Overseas Notifications’
4. Complete the details.

Over the phone

We’re available on 1300 790 740, Monday to Friday – 8.30am to 5.30pm AEST.

Email

Send us a detailed note to bankingsupport@australianunity.com.au and let us know your travel dates, destinations and overseas contact details. Please include your customer number for ease of reference.

More useful information about using your card overseas:

A $5.00 cash advance fee will apply to every overseas ATM withdrawal you make. It’ll come out of your account at the end of the month.

For more info on the fees and charges, please check our ’Schedule of Fees, Charges and Transaction Limits’.

Currency Conversion charges:

A 3% foreign currency conversion fee will apply to all purchases made in a foreign currency, this charge will be on the converted AUD amount.This is also charged on amounts withdrawn at overseas ATMs.

For more info on the fees and charges, please check our ’Schedule of Fees, Charges and Transaction Limits’.

The Fraud Monitoring Team is here 24/7

If you have any problems with your card (especially if you lose it, or it gets stolen) call our Fraud Monitoring Team as soon as possible on +61 2 8299 9534.

Internet Banking

1. Log in
2. Click ‘Pay & Transfer’
3. Select the payment type
4. Fill in the details and choose how often you want to pay
5. Click ‘Confirm’.

Mobile banking app

1. Log in
2. Click ‘Pay Someone’
3. Fill in the details and choose how often you want to pay
4. Click ‘Confirm’.

It’s on the front page of your statement, in the top right hand corner. You’ll also see it in your welcome email and it’s the number you use to log in to Internet Banking and the mobile banking app.

If you can’t find it give us a call on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST.

You can make cash and cheque deposits at any Australia Post Bank@Post outlet.

Find your nearest Australia Post Bank@Post outlet.

Limits and fees apply, so make sure you ask your local Australia Post Bank@Post which ones may apply to you.

For more info on the fees and charges, please check our ’Schedule of Fees, Charges and Transaction Limits’.

Log in to Internet Banking or the mobile banking app and select the account. The number will be at the top.

Internet Banking

1. Log in
2. Click ‘Settings’
3. Click ‘Contact Details’.

Or, give us a call on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST.

Redraw

Draw on your own surplus or advance funds. Find out how here.

Top Ups

Talk with our loan specialists about borrowing more. People usually do this for things like renovations or large purchases (like a car).

You can do this for free via the app or Internet Banking. Just move funds from your loan to your transaction account.

If you’d prefer us to help with your redraw, just call us. Just keep in mind that we charge $50 per redraw over the phone.

Either way, you’ll have access to the funds immediately.

You can make additional repayments whenever you like by transferring into the loan account through Internet Banking or through the mobile banking app.

If you want to change your repayments to interest only or principal and interest, or the frequency from weekly to monthly, you’ll need to speak with. Make sure you have your customer number handy.

If you want to change your interest rate type, we’re here to help. Visit our interest rates to see what may apply to you, and then give us a call. We’re available on 1300 790 740 Monday to Friday – 8.30am to 5.30pm AEST.

Changing from Variable to Fixed:
This is pretty easy. Give us a call to go through the options which are applicable to your loan type and product. Once you’ve decided we prepare a simple variation document for you to sign. This will give you all the information about the change for you to read over before signing. Once signed and returned the change will be made within 3 business days.

Changing from Fixed to Variable:
This may require you to break from your fixed rate first, and may have a fee or charge to do so. Give us a call to go through the options which are applicable to your loan type and product. Here we can quote the break costs to you. Once you’ve decided we prepare a simple variation document for you to sign. This will give you all the information about the change for you to read over before signing. Once signed and returned the change will be made within 3 business days.

There is a fee to change interest rate types, which is $249. Please note if you have a home loan package this fee does not apply.

We know that life doesn’t always go to plan. If your income gets reduced (for whatever reason), we’re here to help. Talk to us and we’ll see if you can pause your repayments.

To understand what’s changing for you and to work out a plan that could help, we need to speak to you. We’re available on 1300 790 740 Monday to Friday – 8.30am to 5.30pm AEST

It’s easy. Just transfer funds directly to your loan account in the app or via Internet Banking.

If you have a fixed rate loan, you can only make additional payments up to a maximum of $10,000 per year. Any more than that and you’ll need to pay a break fee.

There are no limits for variable rate loans.

Here’s how to do it:

Internet Banking

1. Log in
2. Click ‘Pay & Transfer’
3. Select the account you’d like to transfer from
4. Select the home loan you’re adding funds to
5. Fill in the details
6. Click ‘Confirm’.

Mobile banking app

1. Log in
2. Click ‘Transfer’
3. Select the account you’d like to transfer from
4. Select the home loan you’re adding funds to
5. Fill in the details
6. Click ‘Confirm’.

Your options will depend on the kind of loan you have.

Variable rate
You can pay off a variable rate home loan any time you like, with a small exit fee of $375.

Fixed rate
You can pay extra during the fixed rate period (up to $10,000 per year).

Once your loan reverts to a variable rate there’s no limit, so you can pay it off any time you like, with a small exit fee of $375.

You can still pay down a fixed loan beyond $10,000 a year if you’d like, but you’ll need to break your loan contract (which will mean extra fees).

Thinking about paying off your loan early?
Give us a call and get and we’ll let you know what it might cost.

We’re available on 1300 790 740 Monday to Friday – 8.30am to 5.30pm AEST.

Through Internet Banking or the app (for free)

Just move money from your loan account to your transaction account.

If you’d prefer us to help with your redraw, just call us on 1300 790 740. Keep in mind that we charge $50 per redraw over the phone.

Here’s how to do it free of charge:

Internet Banking

1. Log in
2. Click ‘Pay & Transfer’
3. Select the home loan you’d like to redraw from
4. Select the account you’re adding funds to
5. Fill in the details
6. Click ‘Confirm’.

Mobile banking app

1. Log in
2. Click ‘Transfer’
3. Select the AU account you’d like to transfer from
4. Select the home loan you’re adding funds to
5. Fill in the details
6. Click ‘Confirm’.

You can split any home loan (except Kickstarter), anyway you like. Usually customers may split 50% variable and 50% fixed, remember the choice is yours and needs to suit your needs. Keep in mind you can split a loan up to 4 different ways.

Split loans are part fixed and part variable. They’ll give you the best of both worlds and there's no limit to the way you split the loan (50/50 or 20/80 etc).

This service usually costs $249, but if you have a package home loan it won’t cost you a thing. Just give us a call (with your customer number handy) and we’ll get it sorted as soon as possible.

A variable interest rate will rise and fall with the market over time, so your payments may vary from month to month or year to year. While this might make budgeting harder, you’ll have the flexibility to repay your loan faster (or switch to a different one).

A fixed interest rate stays the same for the chosen term (we offer 1, 3, or 5 year fixed rate terms), so you’ll always know exactly how much you’ll pay each month. While this adds extra security, you won’t have the option to switch to a better rate – and you’ll be limited when it comes extra payments, redraws and break fees.

Did you know you can have the best of both by splitting your loans with part fixed and part variable. They’ll give you the best of both and there's no limit to the way you split the loan (50/50 or 20/80 etc).

Whatever loan you decide on, make sure it has the features, flexibility and fees you need.

See all of our home loan rates here

Do your homework
It’s always worth looking beyond a great rate to the whole package. You might need extra flexibility - like the ability to pause your repayments for example - so we’d recommend speaking to us before you make any decisions.

Make sure you have these handy when you apply for a loan:

• PAYG applicants –two recent payslips(not older than 30 days)
• Three months of bank statements
• Evidence of any rental income, current or proposed
• Six months of statements for your current home loan, if applicable
• Three months of statements for any debts you are consolidating i.e. credit card statements
• A copy of your current Rates Notice
• The Application for new purchase or refinances needs to be completed.

Our borrowing power calculator will help you understand how much you’ll be able to borrow. For a rough idea, start by working out your borrowing power and how much (if any) equity you have in an existing property. Remember that you won’t be able to borrow more than 90% of the value of your house, and borrowing more than 80% will lead to extra costs (like Lender’s Mortgage Insurance).

It’s worth having a quick chat with us. We’ll be able to tell you how much you can borrow, help you structure your loan correctly, and make sure you’re getting the best value.

Give us a call on 1300 790 740. We’re Monday to Friday – 8.30am to 5.30pm AEST.

Our borrowing power calculator is a good place to start.

But we’d also suggest calling 1300 790 740. We’re Monday to Friday – 8.30am to 5.30pm AEST

Transactions using Visa can take up to 7 business days to clear, however the amount will be taken from your available funds straight away. This is reflected in your available balance displayed through Internet Banking and through the mobile banking app.

Our BSB is 803 228.

You can make cash and cheque deposits at any Australia Post Bank@Post outlet.

Find your nearest Australia Post Bank@Post outlet.

Limits and fees apply, so make sure you ask your local Australia Post Bank@Post which ones may apply to you.

For more info on the fees and charges, please check our ’Schedule of Fees, Charges and Transaction Limits’.

Payments through Osko are transferred to participating financial institutions in real time, 24/7. Find out more about Osko.

Pay Anyone transfers can take up to 3 business days.

BPAY is Australia's favourite bill payment service. It lets you pay bills quickly, easily and directly from your bank account with us.

With our Healthy Banking Everyday Transaction Account if you deposit $1,000 or more each month and you’ll pay zero monthly account keeping fees (otherwise $5 per month).

How do I cancel an existing Direct Debt?

1. Download the Direct Debit Cancellation form
2. Fill it out, sign it
3. Email it us at bankingsupport@australianunity.com.au
4. We’ll action within 3 business days, or as soon as possible

Your limit is already set to $1,250.

If you need more, you’ll need to chat to us. This is purely for security reasons. Once we’re sure it’s you we’ll change your limit straight away.

Call us on 1300 790 740. We’re Monday to Friday – 8.30am to 5.30pm AEST (Make sure you have your customer number handy, a valid mobile number on your account, and an activated SMS One Time Password for all account holders/ signatories.)

It’s easy. Just click one of the links here, and hit download.

If you enter the wrong account number or BSB number the payment will be made to the wrong account.

If this happens call us on 1300 790 740 Monday to Friday – 8.30am to 5.30pm AEST. We will then contact the bank or financial institution where the account is held to try and get the money back.

When you call, we just need you to tell us:

• The date this occurred
• How much you transferred

The BSB and account number the transfer was made to

Internet Banking

1. Log in
2. Click ‘Pay and Transfer’
3. Click ‘Transfer funds’
4. Enter the details
5. Click ‘Confirm’.

Mobile banking app

1. Log in
2. Click ‘Pay Someone’
3. Choose your ‘Pay to’ - Account/Phone/Email/Business - (or choose from the existing Payee list)
4. Enter the details
5. Click ‘Pay Now’
6. Click ‘Confirm’.

Internet Banking

1. Log in
2. Click ‘Pay and Transfer’
3. Choose ‘BPAY’
4. Fill out the details

Mobile banking app

1. Log in
2. Click ‘BPAY’
3. Add BPAY biller
4. Enter the Biller code and Reference number
5. Click ‘Pay’.

Internet Banking

1. Log in
2. Click ‘Settings’
3. Click ‘Manage account’.

If you’ve forgotten your Internet Banking or mobile banking app password, don’t worry. Just select ‘Forgotten your password?’ on the login screen and follow the prompts. If you have any problems at all, call us on 1300 790 740. We’re Monday to Friday – 8.30am to 5.30pm AEST

You can withdraw cash from your account at any ANZ, Westpac, NAB or CBA ATM free of charge. Please note some third party ATMs may charge you a fee, these will display on screen before your withdrawal is actioned. Giving you the opportunity to avoid this third party fee., and from an Australia Post Bank@Post outlet (fees may apply, and a card is required).

How to register for internet banking

It’ll only take a few minutes. We’ll need to make sure you’re really you, and get you registered. Once that’s done you’ll be ready to go.

Just give us a call on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST.

We can even call you back if you’d like. Just fill out the online form on our ‘Contact Us’ page.

This can happen to anyone, and we’ll do everything we can to help you out.

If you think you’ve been a victim of banking or card fraud, call us immediately on 1300 790 740 we’re Monday to Friday – 8.30am to 5.30pm AEST.

If you need help outside of business hours please call the Visa Hotline on 1800 450 346, 24 hours a day, 7 days a week.

If you need help while you’re overseas please call our Cardholder Support Hotline (Australia) on +1 303 967 1090, 24 hours a day, 7 days a week.

The first thing we’ll do is secure your banking facilities.

(And remember, you can block or report a lost/stolen card through the mobile banking app any time.)

See a transaction you don’t recognise?

Do a quick search online. It’s a quick way of identifying whether a business or service actually exists. If you’re still unsure, give us a call.

What next?

Once we’ve secured your banking facilities, we’ll issue you a new card (if you need one) and start investigating your claim.

If we find any unauthorised activity, you’ll be reimbursed in full (provided you’ve complied with the card terms & conditions and haven’t contributed to the loss).

We’ll NEVER ask for online banking or personal details via email, so if you get a message like this, it’s definitely a scam.

Do not reply, and do not click on any links.

Just delete the email straight way (from both your inbox and recycle bin).

SMS One Time Passwords provide an extra layer of security when you’re making changes or transfers through internet banking.

Whenever a first time payee is added, we’ll send a numerical code to your mobile number.

You’ll need to enter this code in online banking to verify the new payee.

Want to add this to your internet banking profile? Give us a call on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST.

Your closing balance is how much you owe on your account at the end of each calendar month.

To void late fees, you’ll need to make a minimum payment of 3% of what you owe. This is payable between the 1st and 16th of every month.

If you know your pin but just want to change it:

Mobile banking app

1. Log in
2. Select ‘Cards’
3. Select ‘Change PIN’
4. Enter your old PIN and then the new PIN (twice).

You’re ready to go.

(If you’ve forgotten your PIN you’ll have to log into online banking, not the app.)

Mobile banking app

1. Log in
2. Select ‘Cards’
3. Select ‘Block card’

This will temporarily suspend the card you selected.

If you have a Visa Credit Card, you can get a cash advance at any ATM by selecting Credit, and making the withdrawal.

Just remember that interest is charged immediately at 18.99% p.a. (+/- ATM operator fees)

You’ll get up to 45 interest free purchases with our Visa Credit card.

If you pay the full balance on your statement by the ‘due date’ each month, you won’t pay any interest. If you can’t, interest will be calculated from the day after the ‘due date’ on your statement.

When you apply for a card we’ll send you a pin. Once you log into the app, you can change it to whatever you like.

Mobile banking app

1. Log in
2. Select ‘Cards’
3. Select ‘Change PIN’
4. Enter your old PIN and the new PIN (twice).

You’re ready to go.

Yes we do.

To set it up in the app.

1. Download our mobile banking app from the App Store or Google Play
2. Log in
3. Go to the card you want to use and select ‘Pay’ to activate it
4. Follow the instructions on your phone to activate payment

To set it up using wallet.

1. Launch the Wallet App
2. Tap on the + button (right corner of your screen)
3. Tap continue
4. Enter (or scan with the camera) your credit or debit card information
5. Enter the card’s expiry date and the security code
6. Tap ‘Agree’ to accept the terms and conditions
7. Tap ‘Agree’ again
8. Tap ‘Next’ after selecting your verification method
9. Tap ‘Enter Code’
10. Enter the verification code (you would have got it via email or text)
11. Tap ‘Next’
12. Tap ‘Done’.

Which ATMs can I use for free?

You can use CBA, WBC, ANZ and NAB ATM’s for free.

Not all ATMs are this generous though, so check the screen (they’ll ask you to accept the fees if they’re going to charge you) before you finalise anything.

Just give us a call on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST. This is for security reasons. Once we’re sure it’s you we’ll change your limit or cancel your card straight away.

If you’d rather do it online, fill out our online ‘credit card change form’ and email it to bankingsupport@australianunity.com.au. We’ll review, verify the request and let you know in 3 business days.

We don’t have any branches. By keeping everything digital, we’re able to keep costs down for you.

You can get in touch using our digital and phone support if you need to talk.

We also offer a number of banking services through Australia Post Bank@Post outlets such as cash and cheque deposits, cash withdrawals and more.

Find your nearest Australia Post Bank@Post outlet.

If you have a home loan with us you qualify for up to 10% off your health insurance*.

If you have a package home loan you may also qualify for our Home and Health bundle** which gives you an annual rebate of $500 into your Australian Unity offset account, which can go towards paying your health insurance.

*10% discount includes all other retail discounts and is only available when paying by direct debit. This discount is for new customers only and is not available through brokers or comparators. Not to be used in conjunction with any other offer or discount. Excludes Overseas Visitors Cover.

We’re here Monday to Friday – 8.30am to 5.30pm AEST.

Our people can do just about anything, so give us a call if you need help with:

1. General enquiries
2. Internet Banking
3. Payment enquiries
4. International Telegraphic transfers
5. Applying for a home loan, personal loan, term deposit, credit card

If you apply online we verify you digitally.

The most helpful documents are:

1. Australian Drivers Licence
2. Australian Passport
3. Medicare card

If you plan to send certified copies of your updated ID details, your documents will need to confirm your full name, date of birth and/or current residential address.

Here’s the full list.

Our call centre is based right here in Australia – Melbourne to be exact.

How do I dispute a transaction?

Found a transaction that doesn’t feel quite right? Let us know the date, amount and who received it.

Call us on 1300 790 740. We’re here Monday to Friday – 8.30am to 5.30pm AEST. We’ll look into it straight away.

If it’s outside of business hours just leave us a message, email us at bankingsupport@australianunity.com.au, or fill out the contact form on the ‘Contact Us’ page. If we find any unauthorised activity, you’ll be reimbursed in full (provided you’ve complied with the card terms & conditions and haven’t contributed to the loss).