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Need more help?

Here are a list of FAQs and ways to contact us about the transition

Frequently asked questions

Please note page references are to the page in the transition information booklet with more detail.

Transition overview and key dates

When is the transition to Bank Australia happening?

The transition will take place over the weekend, from close of business Friday 21 November to Monday 24 November 2025, during which some of your services will be disrupted.
Find out more what to expect and how to prepare for the transition weekend.

How do I find my new Bank Australia details?

We’ve sent your new Bank Australia customer and account details directly to you via your preferred contact method—either email or postal mail.

To locate the email, search your inbox for the subject line: “Your new Bank Australia account details are ready.”

Don’t forget to check your junk or spam folder just in case.

The email will look like this.

If you cannot find the email, please contact us via email or call 1800 998 805.

When do I need to notify companies of my new account details?

Your existing direct debits and direct credits will still work for a period after the transition on Monday 24 November 2025. Rest assured, Bank Australia will contact you before your old account details can no longer be used. However, to avoid any disruption and ensure everything runs smoothly, we recommend updating them as soon as you can from 24 November 2025.

When will I receive information about setting up my Bank Australia internet banking access?

You’ll find helpful instructions in the transition information booklet, including how to set up your online banking and mobile app. While access won’t be available until Monday 24 November, we’ll send you your new Bank Australia customer number in October 2025, which you’ll need to get started. [see pages 8 & 9]

What has been communicated directly to date?

In November 2024 we informed all customers of the intent to transition to Bank Australia, in August 2025 we shared the scheduled transition date of 24 November 2025. The transition information booklet that included product and banking changes and details of the outage was sent early October. Late October/early November we sent you your new Bank Australia customer number. If you don't have this information now please contact us on 1800 998 805.

Customer communications sample - Transition announcement (Nov 24)
Customer communications sample - Transition date scheduled (Aug 25)
Customer communications sample - Product changes and Transition Information Booklet (Early Oct 25)
Customer Communications sample - Customer & account details (Oct 25)
Customer communications sample - Transition and disruptions reminder (Nov 25)

How do I check my scheduled Osko payments?

If you have any scheduled Osko payments—recurring or one off—they may be affected by the upcoming transition as Bank Australia does not offer this functionality. Here is how you may be affected:

Osko payments to a PayID (e.g. a mobile number or email) will be cancelled.
Osko payments to a BSB and account number will still go through, but they’ll be converted to a standard payment, otherwise known as Direct Entry, which can take up to 2 business days (rather than real time) to process. It may also have a shorter or missing message field as the personal message (currently up to 280 characters) will not transfer and the reference field (currently up to 35 characters) will reduce to 18 characters.

We recommend you check your scheduled payments to understand if any are set up as Osko payments, and will be impacted by the transition. Before the transition weekend, make a note of the payment amount, frequency, and any reference or message. Then get any missing recipient’s BSB and account numbers. Having these details on hand will make it easier to recreate your payments or edit the timing once you’re a Bank Australia customer.

See step-by-step instructions on how to check your scheduled Osko payments.

Please note that one off, real time Osko payments will not be affected by the transition, this change only affects scheduled Osko payments.

Accounts and products changes

When do I need to update my account details by?

You’ll have a period of time after the transition to update your account details, and your existing ones will continue to work for a while. However, to avoid any disruption and ensure everything runs smoothly, we recommend updating them as soon as possible after the transition. And don’t worry, you’ll receive advance notice before your existing details can no longer be used.

Will my product terms and conditions change?

You will be moving to Bank Australia’s terms and conditions (excluding current home loans and personal loans where you will retain your existing Australian Unity terms and conditions). These can be accessed here.

Will there be any changes to my transaction accounts?

Your transaction accounts will move to a similar Bank Australia account. Find out more on page 22 of the transition information booklet.
View the key changes.

Will there be any changes to my savings accounts?

Your savings accounts will move to a similar Bank Australia account. Find out more on page 24 of the transition information booklet.
View the key changes.

What happens to my Term Deposit?

If your Term Deposit is still in term on 24 November, it will transfer with the same rate, interest frequency, and remaining term. Upon maturity, you can reinvest or withdraw. Find out more on page 29 of the transition information booklet.
View the key changes.

Will there be any changes to my home loan?

Your home loan will move to a similar Bank Australia product. Find out more on page 10 of the transition information booklet.
View the key changes.

Will my account numbers or BSB change?

Yes, your new Bank Australia accounts will have different BSB and account numbers. Your new BSB is 313-140 and your new account numbers will be sent directly to you in October. Please note they cannot be used until 24 November 2025.
To help with the transition your current BSB and account number will still be accepted for a period of time. However, from 24 November 2025, we recommend updating these details to your new Bank Australia account details to ensure payments are processed in real time. [see page 10]

What happens to my direct debits and scheduled payments?

The regular payments that you have set up - like direct debits and direct credits, whether with external parties or between your own accounts - will still work for a period of time. However, they may be delayed, so we recommend updating these payments with your new BSB & account number as soon as possible. Rest assured, Bank Australia will contact you before your old account details can no longer be used. Find out more on page 10 of the transition information booklet.

Will I receive new cards?

Yes, shortly after transition, you’ll receive your new Bank Australia debit and credit card(s) with updated card numbers, expiry dates and CVV codes. Your Australian Unity card(s) will continue to work until 28 February 2026. Find out more on page 15 of the transition information booklet.

Digital banking and access

How do I register for Bank Australia internet banking?

On Monday, 24 November you’ll be able to login to the Bank Australia internet banking using your new Bank Australia customer number (to be sent to you in October 2025) and existing Australian Unity Bank password and then you’ll be prompted to change your password. Go to bankaustralia.com.au to login. Find out more on page 8 of the transition information booklet.

Will I need to download a new mobile banking app?

Yes, on Monday, 24 November 2025 you’ll need to download the Bank Australia app from the App Store or Google Play Store, after you have changed your password in internet banking. Find out more on page 9 of the transition information booklet.

Will my existing Australian Unity app still work?

No, from 5pm 21 November 2025 you will no longer be able to access Australian Unity’s internet banking or the app.

Can I access my transaction history after the transition?

From 24 November you will be able to view recent transaction history and access historical statements in Bank Australia’s internet banking and app.

Will my PayID transfer automatically?

Yes, your Pay IDs will be automatically transferred to Bank Australia — no action needed.

Membership and communication

Will this impact my membership status with Australian Unity Limited?

Because you hold an eligible Australian Unity Bank product you are also a member of Australian Unity Limited (the parent company of the bank). Upon completion of the transfer to Bank Australia, your membership with Australian Unity Limited will end and you will become a member of Bank Australia. Find out more about Bank Australia member benefits.

You can continue to access your Australian Unity membership benefits right through to transfer completion. Find out more about these benefits.

If you hold another eligible Australian Unity product or service (for example private health insurance, a mutual capital instrument, or ownership in one of our retirement villages), you will retain your membership with Australian Unity Limited. Find out more about your membership benefits.

At completion of the transfer, you will also become a member of Bank Australia. Find out more about Bank Australia member benefits.

How can I tell if I am receiving legitimate communications from Australian Unity bank?

We know scammers are increasingly contacting individuals pretending to be their financial institution. Please remember we will never ask you to share your password or PINs over the phone or on email or request that you transfer your money to another bank.

If you’re ever unsure about a call or a text from us about the transition, do not provide any of your personal details. If in doubt, hang up and call us directly.

Can I still access Australian Unity member benefits?

Yes, until the transfer is complete. After that, you’ll access Bank Australia member benefits.

Security & support

Other things to know

Disruptions during transition

Disruptions to your usual account access and payments during the transition process to Bank Australia from the close of business Friday 21 November to Monday 24 November.

Find out more

Actions required

Find out what you need to do as part of the transition.

Find out more

What's changing?

Learn about the key differences and how the transition will impact you.

Find out more

Key dates

There are some key dates to be across.

Find out more

Why Bank Australia?

Why are we transitioning to Bank Australia & who are they?

Find out more