Answering your
Frequently Asked Questions

Find useful information about BankVic products, processes, or general inquiries.

Top Questions

  • We were established in 1974 by a group of police officers wanting to help their colleagues, BankVic has grown and prospered thanks to the support of our police members. BankVic would like to recognise the hard work and dedication by all of the emergency services within Victoria by opening up our membership eligibility to support all of our First Responders:

    • Police
    • Ambulance
    • Fire Services
    • State Emergency Service
    • Health Professionals (including people working in hospitals, health centres and ancillary services)
    • Life Guards
    • Public Servants (State and Federal)
    • Friends and family of an existing member
    • People working within 5kms of a BankVic Branch

    We understand the hours you work and the specialist roles you hold in our community.  We recognise the important work you carry out across the state of Victoria and we look after you by providing a wide range of products and services, low fees, competitive rates and the personalised service you all deserve.

  • You can find your BSB and account number on your monthly statement, or by logging in to , mobile banking or BankVic App.

    Monthly statement:

    Your BSB can be found in the top right corner, and your account number in the 'Transaction Details' column on your monthly statement. 

    Internet banking:

    • Log in to internet banking
    • Go to Account Options > BSB and Accounts

    BankVic App:

    • Log in to BankVic App
    • Go to Information > BSB & Account Number

    Mobile banking:

    • Log in to mobile banking Go to More > BSB
  • Contact BankVic for assistance on 13 63 73 option 3 (8am – 7pm Monday to Friday and 9am to 5pm Saturdays). As a security precaution, passwords will not be reset via email.

  • Register for internet banking by calling us on 13 63 73 option 3 (8am-7pm, Monday to Friday, 9am-5pm, Saturday).

  • Both your residential and postal addresses and your contact details can be changed via internet and mobile phone banking.

    • Mobile banking: login to mobile phone banking. Select "More". Choose "Personal Details" and update your address, phone and email details here. Click Confirm to register the changes.
    • Internet banking: login to internet banking. Select "My Preferences" then "My Profile", select "Address details" or "Contact details". Click "Update" to submit. You can also have your details updated by contacting us for assistance on 13 63 73 option 3 (8am – 7pm Monday to Friday and 9am to 5pm Saturday).  

    Please note:

    • If you wish to update your phone number, please do so via mobile banking, the BankVic app or by calling us on 13 63 73.
    • Your residential address cannot be changed to a post office box.
  • If you wish to make an external transfer over $5000, please contact us Monday to Friday 8am to 7pm or on Saturday 9am to 5pm on 13 63 73 Option 3. 

  • If you know what your current PIN is, here are the different ways you can change it:

    Via internet banking
    Step 1. Log in to .
    Step 2. Go to My Preferences >
    (a) My Profile > Contact details and check that we have your current mobile phone number, and
    (b) Change Visa Card PIN and follow the prompts to select a new PIN.
    Step 3. We'll send a one-time password to your mobile phone, so make sure you have your mobile handy.
    If you're not yet registered for internet banking, you can register today by calling 13 63 73.

    The BankVic App
    Your PIN can also be changed via the BankVic App. 

    If you can't remember your current PIN and need a new one, you can do one of the following:

    Visit a BankVic branch
    Visit one of our branches to get a new PIN. This service is free for members.

    Select a new PIN online via internet banking
    Step 1. Log in to .
    Step 2. Go to My Preferences >
    (a) My Profile > Contact details and check that we have your current mobile phone number, and
    (b) Change Visa Card PIN and follow the prompts to select a new PIN.
    Step 3. We'll send a one-time password to your mobile phone, so make sure you have your mobile handy.
    If you're not yet registered for internet banking, you can register today by calling 13 63 73.

    Request for a new card
    You also have the option to request for a new card and a new PIN via the BankVic App or at any of our branches. Please note that a fee will apply if you request for a new card.

    Important note about regular payments: As you'll be issued with a new card number and expiry date, remember to update your card details with other organisations where you have set up direct debit arrangements.

  • To receive eStatements, you must be a registered internet banking user. > Register now

    Once you’ve registered, you can apply online for eStatements.

    Apply now

    Remember: you must provide a valid email address and be a registered internet banking user.

    APPLY ONLINE
  • Yes whether you are the primary cardholder or additional cardholder you will need to activate your own Visa card. You can activate your Visa credit card by calling automated telephone banking on 13 63 73 option 1, then 6 for card activation. Alternatively, you can activate your Visa card via internet banking.

  • If you have been using your card, you will automatically be sent a replacement card to the address that we hold for you, 3-weeks prior to your card’s expiry date. The same PIN applies if you currently have one. If you have not used your card for twelve months, we will seek your consent to replace your card. If you are travelling overseas, make sure your card is not going to expire while you are away and remember to call us to arrange for a replacement well before you leave.

  • If you believe your card or PIN record has been lost, stolen or misused, or your PIN has become known to someone else, you should IMMEDIATELY report this. You should also notify us immediately if you suspect any fraudulent or unauthorised transactions on your card account.

    Any delay in notifying us may affect your liability for any resulting unauthorised transactions so it is important you let us know as soon as you can.

    During business hours (8am-7pm, Monday to Friday, 9am-5pm, Saturday), contact us:  
    Within Australia: 13 63 73
    Overseas: +613 9268 9373.

    Outside business hours, contact Visa:
    Within Australia: call the 24-hour Visa Emergency Hotline 1800 621 199 (toll free).
    Overseas: +612 9959 7686 or +1 303 967 1090 (collect call).

    The Visa Emergency Overseas toll free phone numbers (PDF) gives you round-the-clock emergency support in over 70 countries worldwide.

    If the loss occurred outside business hours and you have contacted Visa, you must also then confirm the loss, theft or misuse of the card with us by telephone during business hours or by priority paid mail as soon as possible.

    If you make a report to Visa, you will be given a reference number which you should keep as proof of the date and time of your report. You'll need to advise us as soon as you've made the report so that we can order a new card for you with a new PIN and Visa card number. Please note the new card will take five to seven business days to arrive.

  • It's advisable for you to complete our Overseas travel notification online form with details of your travel plans. This assists us when monitoring accounts for potentially fraudulent transactions and we can determine for security reasons, whether or not to restrict your card. We can sometimes also provide tips specific to your destination, such as the use of ATMs in Bali.

  • BankVic offers International Payment services in 133 currencies via telegraphic transfer (TT). This is a secure, electronic means of depositing your specified currency directly into a bank account overseas. Please note, telegraphic transfers are not immediate and can take between 2 and 7 working days to complete (dependant on the currency).  

    To set up an International Payment via telegraphic transfer:

    • Call 13 63 73 option 3
      9am - 5pm, Monday - Friday
    • Visit a branch
      9:30am - 4pm, Monday - Friday

    Please have on hand the following information:

    • Name of beneficiary
    • Address of beneficiary
    • Bank name
    • Bank address
    • International Bank Account Number (IBAN) – currency dependant
    • Sort code (Bank identifier number/BSB number)
    • Swift code (Bank identifier code)
    • Account number
  • An international payment can be received via a telegraphic transfer, enabling foreign currency (in up to 25 currencies) to be converted into Australian dollars (AUD) and transferred into your BankVic account. Inbound telegraphic transfers are not immediate and can take between 3 and 7 working days to complete. 

    To set up and receive an international payment into your BankVic account, please follow these steps:

    1. Access the currency account details you will need by entering the country you are receiving funds from and your details via the American Express Inward TT Transfer Portal
    2. Simply click ‘Submit’ and a PDF button will automatically appear on the next screen with payment instructions for you to provide to your overseas sender.
    3. Send or email the PDF file with the payment instructions to the person sending the funds so they can complete a payment for a deposit of the funds into your BankVic account.

    Please note: The exchange rate applied is the rate available to AMEX on the date and time AMEX receives the funds from the overseas financial institution. This rate cannot be set in advance and will be disclosed to you after the exchange has occurred.

Internet Banking

  • You can perform the following once you are logged into your internet banking

    • Transfer funds between accounts
    • Pay bills
    • Change your address details
    • Change my PIN
    • Activate my Visa card
    • Check my interest
    • Update my contact details
    • Set up transfers for the future
    • Change your password
    • See transactions within specified date ranges

    Please note: If you wish to update your phone number, please do so via mobile banking, the BankVic app or by calling us on 13 63 73.

  • Register for internet banking by going to the registration page and following the prompts or call 13 63 73 option 3 (8am-7pm, Monday to Friday, 9am-5pm, Saturday). 

  • How does the notification work? 

    Looking at historical direct debit transactions and account balances, BankVic predicts that a direct debit dishonour is likely to occur. BankVic does not receive any information from your billers with respect to your payments. 

    Does this mean you’ll always notify me of impending payments? 

    No. We don’t receive any information from your billers about your payments so these notifications are predictions, based on previous payments. We may not be able to predict every future direct debit and your actual bill may have different due dates and amounts. Make sure you check what amount will be drawn from your account and on what day to avoid a dishonour fee.   

    What if I don’t want to receive this notification? 

    You can opt-out of these SMS notifications by clicking the unsubscribe link from the messages at any point. 

    Which direct debits won’t I be notified about?  

    You will not receive notifications for purchases that do not occur on regular payment cycles (such as PayPal and eBay) as BankVic will be unable to determine a pattern or history of a transactions to provide you alerts. 

    An alternative method to making payments with your account and BSB, is to use your Visa Debit card. If insufficient funds exist in your account, the transaction will not clear at the time of processing and will avoid any dishonour fees. 

    Why hasn’t this been done before to prevent me from being charged fees in the past? 

    As part of ongoing efforts to create exceptional member experiences, BankVic now has technology and data to enable this service. 

    Why does BankVic charge direct debit fees? 

    BankVic utilises a third-party provider to process direct debit transactions. If there are insufficient funds in your account when a direct debit is processed, BankVIic incur a fee which we are unable to absorb and must pass on.

  • After a number of unsuccessful login attempts, online banking may lock your account for security reasons. To fix this, you will need to contact us on 13 63 73 (8am-7pm, Monday to Friday, 9am-5pm, Saturday).

  • Contact Service & Sales for assistance on 13 63 73 (8am-7pm, Monday to Friday, 9am-5pm, Saturday). As a security precaution, passwords will not be reset via email.

  • You can change your password under Account Options, and then selecting Change Password from the drop down list. You will need to enter the old password, followed by the new password twice as confirmation. Note that passwords must be 6-30 characters long and include a combination of two alpha and numeric, upper and lower case characters.

    Remember, if you fail to safeguard your password, you may increase your liability for unauthorised use.

    We therefore strongly recommend that you:

    • do not disclose your password to anyone, including a family member or friend;
    • do not record your password on or with:
    • the device, such as the telephone or computer, that you use to access the online banking service or anything likely to be lost or stolen with that device; or
    • any other identifier, such as a customer reference number, that may be used when accessing your online banking service;
    • do not permit anyone else to use your password;
    • examine your account statement as soon as you receive it to identify and report, as soon as possible, any instances of unauthorised use; and
    • if possible, change your password at frequent intervals and ensure that you choose a password that is not easily identified with you such as a recognisable part of your name or car registration.

    Refer to section 5 Liability of your Conditions of Use for a list of circumstances where you may be held liable for losses caused by unauthorised transactions. Any liability for losses resulting from unauthorised transactions will be determined in accordance with section 5, rather than the security measures listed above, which are guidelines only.

  • The information widget boxes eg. Account Details, located on the home screen includes a feature to

    The information widget boxes eg. Account Details, located on the home screen includes a feature to hide or display the information. This works by selecting the small arrow on the right-hand side of the widget box display:

    • Arrow pointing down: if the small arrow on the right-hand side of the box is pointing down, the information is displayed.
    • Arrow point upwards: if the arrow is pointing upwards the information will not be displayed. Click the arrow again to make it visible.
  • The widget boxes on the Home screen are customisable with an Internet Explorer browser. To move the widgets simply place your cursor over the top the widget box until the cursor changes to a cross, then click and hold and move the Widget to the desired location. A red line will display that indicates a suitable new position to be dropped.

    Note: Widget boxes can only be moved within the Microsoft Internet Explorer browser. This feature is not available to all other browsers.

  • You can find your BSB and 9-digit external account numbers in your statements, as well as through internet and mobile banking.

    Statements

    Your account number and 9-digit external account number can be found on your statements, above your opening balance.

    • Internet banking: Log in to internet banking, go to Account Options > BSB and Account.
    • Mobile banking: Log in to mobile banking, go to More > BSB.
    • Mobile App: Open the banking app and go to Account Balance. Select the menu on the top left of your screen, select Additional Services, and then select Account BSB Details.
  • You can customise which accounts to display on your internet banking homepage, and also personalise the list of accounts so it’s easier to identify each account by name instead of account numbers.

    1. Log in to .
    2. Go to My Preferences and you’ll be able to either Personalise Account Names or Organise Accounts.
  • To receive eCommunications, you must be a registered internet banking user.

    Once you’ve registered, you can apply online for eCommunications. 

  • To change your designated email address, you can contact us or do it yourself via online banking as follows:

    Internet banking:

    1. Log in to internet banking.
    2. Go to My Preferences > My profile.
    3. Select Contact details and update your email address.
    4. Select OK to submit the changes.

    Mobile banking:

    1. Log in to mobile banking.
    2. Go to More > Personal Details.
    3. Select Contact and update your email address
    4. Select Confirm to submit the changes.
  • No. If you have questions about your account, you’ll need to contact us.

  • If you're not receiving your email notifications and we have the correct email address, it's possible that your email provider designates our eStatement notifications as junk mail and sends these to a junk mail folder. To ensure emails from us don't end up in your junk mail or spam folders, please add donotreply@bankvic.com.au to your email address book and update your anti-spam program whitelist or filters.

  • If you would like a copy of a statement that was issued more than 2 years ago you will need to call us on 13 63 73.

  • To receive e-statements, you must be registered for internet banking. You can register here. Once you have registered you can apply online for e-statements.

  • Yes, you can now view your eStatements on an iPad and iPhone. Once on the eStatements page, you will need to click on “open in new window/download.”

  • Not all browsers are capable of viewing statements in the frame. Select the ‘download’ or ‘Open in new window’ option to download the statement outside of the browser.

    1. Log in to .
    2. Go to Accounts > eStatements.
    3. A new window will open with a list of available eStatements.
    4. Choose the statement you wish to view, save or print, and it will open in a new window (note: you will need Adobe Acrobat Reader to view your eStatements).
  • Unfortunately eStatements are currently unavailable on the BankVic mobile App.

  • Statements are listed in statement number order. Because of this, the second statement may appear lower in the list.

  • No. This can only be done by clicking on Download Transactions from the welcome page.

  • To receive eStatements, you must be a registered internet banking user.> Register now

    Once you've registered, you can apply online for eStatements.

  • You will receive an email notifying you that your eStatement is available to view via internet banking. You will need to ensure you provide a valid email address and notify us if it changes.

    We would like to assure you that this email doesn’t contain your statement details. It is simply a notification that your eStatement is ready to be viewed online. 

  • Your statements for the quarter ending March, June, September and December will be available in the first week of the following month, ie Statements for the March quarter will be available in the first week of April.

  • No. It is important to ensure your email address is one you regularly access, correct and up-to-date at all times.

  • No. If you elect to receive eStatements for your membership, you will receive all your account statements electronically.

  • You can customise which accounts to display on your internet banking homepage, and also personalise the list of accounts so it’s easier to identify each account by name instead of account numbers.

    1. Log in to internet banking.
    2. Go to My Preferences and you’ll be able to either Personalise Account Names or Organise Accounts.
  • If you're not receiving your email notifications and we have the correct email address, it's possible that your email provider designates our eStatement notifications as junk mail and sends these to a junk mail folder. To ensure emails from us don't end up in your junk mail or spam folders, please add donotreply@bankvic.com.au to your email address book and update your anti-spam program whitelist or filters.

  • You can now view your statements as a PDF within the same window.

  • 3 easy ways to change your personal details:

    1. Log in to
    2. Call 13 63 73
    3. Visit a branch

    How to change your personal details via online banking

    Internet banking

    1. Log in to.
    2. Go to My preferences > My profile.
    3. You can change either your address or email 

    Please note: If you wish to update your phone number, please do so via mobile banking, the BankVic app or by calling us on 13 63 73.

    Mobile banking

    1. Log in to mobile banking.
    2. Go to More > Personal details.

    BankVic App

    1. Log in to BankVic App.
    2. Go to "Account Balance". Click on the menu on top left hand side. 
    3. Select "Additional Services". Select "Personal Details".
    4. Update your contact details and select "Confirm".

    Useful information

    • Remember if calling us or visiting a branch to change your details, you'll be asked to verify your identity.
    • You can only change your personal details, and not those of your spouse or partner. More importantly, if you're a parent and changing addresses and contact details, remember to change your children's contact details too.
    • If you have taken out insurance policies through us and changed your details via online banking, you still need to call 13 63 73 option 5 so we can update your details on the insurance policies as well.
  • No. This service is currently unavailable. 

  • We have made the decision to register all our new members onto eStatements as the majority of our members do their banking and check their accounts regularly online. This ensures members have immediate access to their statements as soon as they become available. With postage costs increasing and the frequency of mail delivery decreasing, we would rather direct this money into increasing our support to our member communities and continued investment into our products and services.

  • With members being able to track their transactions online 24 hours a day using internet and mobile banking, debit card statements will be now be available quarterly. Credit card statements will be available monthly.

  • To save your statement, select the Save a Copy icon in the toolbar and choose a location on your hard drive to save the PDF file to. Then re-name the statement file and select Save.

  • Yes, you can print your eStatements in internet banking. All statements can be printed in PDF format as a replica of your paper statement.

  • Your statement is available online for up to seven years from the date appearing on your statement.

  • As with paper statements, the eStatement notification will be sent to the primary account holder and first named account holder. However, the secondary account holder may also choose to receive eStatement notifications. Contact us if you wish to set this up.

  • Yes. If after receiving one bounced email in response to an email notification we sent to you, you will start to receive paper statements again for the next cycle. You’ll see a message in that paper statement advising you to contact us in order to start receiving eStatement notifications again.

  • When you're a registered user of internet banking, you can open the following types of savings and term deposit accounts online:

    1. Log in to.
    2. Go to Accounts > New savings account . 
    3. Choose which savings account you'd like to open and then follow the on-screen instructions to complete your account opening.
    1. Log in to .
    2. Go to Accounts > New term deposit.
    3. Choose the term deposit you'd like to open by selecting your preferred term and rate and clicking on the corresponding interest rate of the term/amount.  Then follow the on-screen instructions to complete your account opening.
  • If the account is to be a joint account, the joint account holder will be asked to enter their internet banking details. Alternatively, you can change the account to joint at a later date, just contact us on 13 63 73 or visit a branch to find out how.

  • 3 easy ways to change your personal details:

    1. Log in to
    2. Call 13 63 73 
    3. Visit a branch
  • Internet banking

    1. Log in to .
    2. Go to My preferences > My profile.
    3. You can change either your address or email 

    Please note: If you wish to update your phone number, please do so via mobile banking, the BankVic app or by calling us on 13 63 73.

    Mobile banking

    1. Log in to mobile banking.
    2. Go to More > Personal details.

    BankVic App

    1. Log in to BankVic App.
    2. Go to "Account Balance". Click on the menu on top left hand side. 
    3. Select "Additional Services". Select "Personal Details".
    4. Update your contact details and select "Confirm".

    Useful information

    • Remember if calling us or visiting a branch to change your details, you'll be asked to verify your identity.
    • You can only change your personal details, and not those of your spouse or partner. More importantly, if you're a parent and changing addresses and contact details, remember to change your children's contact details too.
    • If you have taken out insurance policies through us and changed your details via online banking, you still need to call 13 63 73 option 5 so we can update your details on the insurance policies as well.
  • Contact BankVic for assistance on 13 63 73  (8am – 7pm Monday to Friday and 9am to 5pm Saturdays).  As a security precaution, passwords will not be reset via email.

  • Passwords can be 6-30 characters and must include two alpha-numerics. 

  • If you believe your online banking password has been compromised, change it immediately via internet banking and inform us right away on 13 63 73.

    Here is how you can change your password via internet banking.

    1. Log in to .
    2. Go to Account Options > Change Password.
    3. Enter your old password, followed by the new password twice as confirmation. Note that passwords must be 6 - 30 characters long. 
  • Remember, if you fail to safeguard your password, you may increase your liability for unauthorised use. We therefore strongly recommend that you:

    • Don't disclose your identification reference to anyone, including a family member or friend
    • Don't record your identification reference on or with:
      • the device, such as the phone or computer, that you use to access the online banking service or anything likely to be lost or stolen with that device; or
      • any other identifier, such as a customer reference number, that may be used to access your online banking service
    • Don't permit anyone else to use your identification reference
    • examine your account statement as soon as you receive it to identify and report any instances of unauthorised use as soon as possible
    • change your identification reference at frequent intervals and ensure that you choose an identification reference that is not easily identified with you, for example a recognisable part of your name or car registration.
  • You can find your BSB and account number on your monthly statement, or by logging in to , the BankVic mobile app or mobile banking.

    Monthly statement:

    Your BSB can be found in the top right corner, and your account number in the 'Transaction Details' column on your monthly statement. 

    Internet banking:

    • Log in to
    • Go to Account Options > BSB and Accounts

    BankVic App:

    • Log in to BankVic App
    • Go to Information > BSB & Account Number

    Mobile banking:

  • In most cases, transfers between my BankVic accounts will go through immediately.

  • Yes. You can schedule transfers into the future. You can also set up regular payments daily, weekly, fortnightly or monthly to end after a specified number of occurrences.

  • You can set up a recurring payment for a specific amount to your credit card. You can also set up payments for the closing balance or the repayment amount on the last statement via internet banking. If you need assistance with this you can contact us on 13 63 73 option 3.  

  • Yes, you can transfer to other banks and people. Simply go to the Payments tab in internet banking, and select Transfer money.

    You'll need details of the account, including the BSB Number, Account Number and Account Name that you are wishing to transfer to.

    You may choose to save these account details for future use; they'll be available within your online banking account should you wish to transfer money to that particular account again.

    Take care when entering these details as the account name cannot be verified by us prior to sending your funds.

    Incorrect information may result in funds being credited to the account of an unintended recipient if the BSB number and/or identifier do not belong to the named recipient, and loss of funds should they not reach the intended recipient. It may not be possible to recover your funds from an unintended recipient.

    If you do make an error, please let us know and we will action a Mistaken Internet Payment request where we will contact the unintended recipient’s banker and request the payment be returned. Your online banking terms and conditions includes our obligations for these reports and the ePayments Code explains further.

  • The transfer of funds feature for both internal and external transfers in online banking is available by selecting Payments > Transfer Money.

    The Transfer Money page includes a ‘Transfer To’ drop-down menu that displays when the field is selected. The drop-down menu provides a list of options to select either Pay New; Internal Accounts; Internal Personal Payees and External Personal Payees.

    ‘Transfer To’ drop-down menu options:

    Pay New – Selected for new payments to internal accounts or to other external financial institutions and for the creation of personal payees.

    Internal Accounts –All your internal accounts will be listed below this heading.

    Internal Personal Payees – Lists all your internal personal payees.

    External Personal Payees – Lists all your external personal payees.

    ‘Transfer To’ Quick Search – The ‘Transfer To’ field can be used to search for a personal payee or other item. Just start typing the first few characters of the name and any matching items will be displayed and can then be selected.

    Take care when entering these details as the account name cannot be verified by us prior to sending your funds.

    Incorrect information may result in funds being credited to the account of an unintended recipient if the BSB number and/or identifier do not belong to the named recipient, and loss of funds should they not reach the intended recipient. It may not be possible to recover your funds from an unintended recipient.

    If you do make an error, please let us know and we will action a Mistaken Internet Payment request where we will contact the unintended recipient’s banker and request the payment be returned. Your online banking terms and conditions includes our obligations for these reports and the ePayments Code explains further.

  • First, check that your loan has a redraw feature. To redraw funds from an eligible loan, select Accounts> List of Accounts then select the redraw account (e.g. L97). A Transfer option will be displayed if the loan has a redraw feature.

    Our redraw facility on variable interest rate home loans allows you to withdraw directly from your home loan account any repayments you've made that are more than your contractual repayments.

    The minimum redraw amount is $50 and the maximum is the amount of advance repayments you've made. You can make as many redraws as you like and there's no fee to do so.

  • First, check that your loan has the redraw feature. To redraw funds from an eligible loan, select Accounts, followed by List of Accounts, and then select the redraw account (e.g. L27). A transfer option will be displayed if the loan has a redraw feature.

     Please ensure you only redraw funds to an internal BankVic savings or transaction

    account. From there this can then be transferred externally if required. Please do not set up direct debits to a loan with redraw as they cannot be facilitated. 

  • After logging into internet banking, VISA debit and credit cards can be activated by going into the tab ‘Account Options’, followed by ‘Card Activation’. You will then need to enter the card number and expiry date, followed by ‘Activate’. Expiry Date must be entered using the pin pad provided. The pin pad is selected by clicking the small icon provided next to the Expiry Date field.

  • Telegraphic Transfers and Drafts cannot be ordered online, if you are requiring an overseas payment or draft to be sent, you can contact us on 13 63 73 option 3 Monday to Friday 9am – 4pm (American Express processing times) and we can assist you with this.

  • Yes. Both your residential and postal addresses and your contact details can be changed via internet and mobile phone banking.

    • Mobile banking: login to mobile phone banking. Select "More". Choose "Personal Details" and update your address, phone and email details here. Click Confirm to register the changes.
    • Internet banking: login to internet banking. Select "My Preferences" then "My Profile", select "Address details" or "Contact details". Click "Update" to submit. You can also have your details updated by contacting Service & Sales on 13 63 73 (8am-7pm, Monday to Friday, 9am-5pm, Saturday), or visit a branch.

    Please note:

    • If you wish to update your phone number, please do so via mobile banking, the BankVic app or by calling us on 13 63 73.
    • Your residential address cannot be changed to a post office box.
  • This occurs when your computer’s configuration does not meet our download requirements. It requires Internet Explorer / Mozilla Firefox to be configured for downloads. Follow the steps outlined below to fix this problem.

    1. Go to Tools > Internet Options.
    2. On the Privacy tab, make sure the bar is no higher than Medium. If the bar doesn’t display and just says Custom, click on Default Level and the bar will show.
    3. Click OK to save your changes.
    4. On the Security tab, make sure the bar is no higher than Medium on the Internet zone. If the bar doesn’t display and just says Custom, click on Default Level and the bar will show.
    5. Click OK to save your changes.
  • BPAY® View allows you to receive and view your bills through the secure environment of online banking. You can do away with paper bills and efficiently manage your bills online. With BPAY View you can view, pay and track payments at any time. To get started, register for the bills you wish to receive electronically via internet banking.

  • Hundreds of bills are available through BPAY® View. Check if the biller offers BPAY View by looking for the words BPAY View in the payment option section on your paper bill, or visit the BPAY web site.

  • You can cancel BPAY® View at any time by cancelling billers that you’ve previously registered.

  • No. BPAY® View is free to use via online banking.

  • BPAY® View bills and eStatements require Adobe Acrobat or another compatible PDF program to be installed on your computer to view your eStatements. If you don't have Adobe Acrobat Reader, visit www.adobe.com/reader to download a free Adobe reader.

  • This may occur when your computer’s configuration does not meet the systems download requirements. It requires Internet Explorer / Mozilla Firefox to be configured for downloads.

  • If you have made an error, a ‘mistaken internet payment’ (MIP) which is when an incorrect BSB and/or account number are entered and the funds are paid into the account of an unintended recipient, we may be able to assist you to retrieve the funds.

    Every time you use internet or mobile banking to transfer funds we warn you to check the details you have entered are correct before you click ‘enter’. However, if you do make an error there are ways we can assist. First you should contact us as soon as possible, the faster we hear about the error, the faster we can help. Call us on 13 63 73 to report your MIP, even if it’s after hours, leave a message and we’ll be in touch.

    We will help as much as we can but unfortunately we’re not always successful, that’s why it’s important to check the details thoroughly and let us know as soon as you can – delays may affect your liability if there is a loss.

    BPAY® also have procedures in place to ensure that funds do not go astray.

    If you simply selected the wrong payee from a list of existing payees, you would need to contact the payee directly.

    For more information on MIPs see the General Information, Terms and Conditions or contact us on 13 63 73.

  • We will provide you with an eStatement available via internet banking at least every 3 months and more frequently for those members who have credit cards or continuing credit. You will receive an email notification of when your statement is available on internet banking.

  • Statements contain all transactions that have taken place during the statement period. Transactions are sorted in date order. A running balance is also located on the right hand side of the statement.

    You can easily view your member number, BSB and statement date at the top right hand side of the statement. Your account numbers are located on the first line of each account section prior to your transactions in the Transaction Details section.

  • To find out more about a transaction you can log into internet banking and view more detail by clicking on a particular transaction in the transaction details section or by calling 13 63 73 option 3.

    The additional information you can access includes:

    • Transaction date
    • Transaction time
    • Authorisation time
    • Receipt number
    • Card details (where applicable) to identify which account holder.

Credit Cards

  • Whether you are the primary cardholder or additional cardholder you will need to activate your own Visa card. You can activate your Visa credit card via or by calling 13 63 73. 

  • If you have been using your card, you will automatically be sent a replacement card to the address that we hold for you, 3-weeks prior to your card’s expiry date. The same PIN applies if you currently have one. If you have not used your card for twelve months, we will seek your consent to replace your card. If you are travelling overseas, make sure your card is not going to expire while you are away and remember to call us to arrange for a replacement well before you leave.

  • If you believe your card or PIN record has been lost, stolen or misused, or your PIN has become known to someone else, you should IMMEDIATELY report this. You should also notify us immediately if you suspect any fraudulent or unauthorised transactions on your card account.

    Any delay in notifying us may affect your liability for any resulting unauthorised transactions so it is important you let us know as soon as you can.

    Contact us:  
    During business hours:
    (Monday to Friday 8am-7pm, Saturday 9am-5pm)
    Within Australia: 13 63 73
    Overseas: +613 9268 9373

    Outside business hours, contact Visa:  
    Within Australia: call the 24-hour Visa Emergency Hotline 1800 621 199 (toll free).
    Overseas: +612 9959 7686 or +1 303 967 1090 (collect call).

    The Visa Emergency Overseas toll free phone numbers (PDF) gives you round-the-clock emergency support in over 70 countries worldwide.If the loss occurred outside business hours and you have contacted Visa, you must also then confirm the loss, theft or misuse of the card with us by telephone during business hours or by priority paid mail as soon as possible.

    If you make a report to Visa, you will be given a reference number which you should keep as proof of the date and time of your report. You'll need to advise us as soon as you've made the report so that we can order a new card for you with a new PIN and Visa card number. Please note the new card will take five to seven business days to arrive.

    Document reference: Visa Emergency Overseas Toll Free Numbers (PDF)

  • If you do dispute or do not recognise a card transaction, you should contact us immediately to report the unauthorised transaction and seek to lodge a chargeback claim by completing a Transaction Dispute form. Please contact our Call Centre on 13 63 73 (8am-7pm, Monday to Friday, 9am-5pm, Saturday). If overseas, call +613 9268 9373.

    It is important that you notify us immediately of unauthorised transactions as delays may affect our ability to claim a chargeback on your behalf. We recommend you read the card's conditions of use regarding liability and chargebacks.

    For more information, click here (link to chargeback documents)

  • You can transfer your existing credit card balance to our Visa credit card by completing the Balance Transfer Request section on the Visa Credit Card Application form (PDF). Or if you already have our Visa credit card, complete the Visa Credit Card Additional Cardholder / Balance Transfer Request form (PDF).

    Document reference:

  • If you wish to change the limit of your existing credit card, first read our Visa credit card conditions of use (PDF) and then submit your request in one of the following ways:

    Download the Credit limit decrease/ cancellation request (PDF) and return the completed form by email to loans@bankvic.com.au or post to BankVic, Reply Paid 90210, Melbourne VIC 8060.

    We will send you written confirmation of the change to your credit limit.

    Document reference:

  • As a credit card holder, you can apply to have an additional card issued to someone else, who must be over the age of 15.  Remember that you will be liable for all the transactions that this person carries out.   You are always free to cancel an additional card by giving us written notice.

    If you wish to have an additional cardholder for your Visa credit card, first read our Visa credit card conditions of use (PDF).  

    Download the Additional cardholder / Balance transfer request form (PDF) and return the completed form by email to loans@bankvic.com.au or post to BankVic, Reply Paid 90210, Melbourne VIC 8060.

     

    Document reference:

  • Providing the balance is paid in full, you may cancel your card at any time by sending a written request to loans@bankvic.com.au or BankVic, Reply Paid 90210, Melbourne VIC 8060

  • If you make a cash withdrawal (Visa cash advance) as well as purchases in the next statement, you are charged interest on the cash advance component only. Interest charges on cash advances and purchases are itemised separately at the end of your statement. Your payments will be directed to the cash advance first.

  • Your interest free period is reduced for purchases you make closer to the end of the statement cycle.

  • Rewards are capped to a value of AUD$5,000 spent each statement period (or up to AUD$60,000 per annum)

  • Your Cash Back Rewards dollars are automatically credited to your Visa Gold credit card account on 1 December. Rewards accrued after 15 November each year will be included in the next year's reward (period between 16 November and 15 November).

    Note: Cash Back Rewards are automatically credited to your credit card accounts on 1 December each year. Rewards accrued after 15 November each year tally towards the next year's reward.

  • You will earn $1 for every $250 spent using your Visa Gold credit card. Cash Back Rewards are subject to credit purchases using Paywave or PIN at the point of sale, BPAY payments, or purchases over the telephone or online. Cash advances do not accumulate Cash Back Rewards.

  • Your Cash Back Rewards are not transferable. If you close your accounts before the rewards are credited on 1 December, your rewards dollars are forfeited.

  • Cash Back Rewards are accrued by all cardholders but as the rewards are credited to the account, only the account holder receives the reward.

  • No. The Cash Back Rewards program is only available with the Visa Gold credit card.

  • Police Association of Victoria members who are also BankVic members.

    Product specific disclaimer

    All Terms and Conditions, fees and charges, interest rates and product information (including exclusions) are available by calling 13 63 73 or at a branch.    

    For further information please refer to:

  • When you apply for a BankVic Qantas Visa credit card, simply include your Qantas Frequent Flyer membership details on the Credit Card Application. You can let us know later by calling us on 13 63 73 however the sooner you provide the number the sooner you will see your points accruing.   

  • A joining fee usually applies. However, BankVic has arranged for this fee to be complimentary with the new BankVic Qantas Visa Credit Card.

  • You will receive 1 Qantas Frequent Flyer (QFF) point for every $2 spent and 2.0 Bonus QFF points for every $1 spent on Qantas Flights; and Qantas Club/QFF Membership (refer to BankVic Qantas Rewards Terms & Conditions for more detailed information).

  • Qantas Points earned in a statement cycle are transferred to the nominated Qantas Frequent Flyer account after the end of that statement cycle within 15 days.

  • The total points earned in each statement cycle will be displayed on your monthly Qantas Visa card statement. You can enquire about the points on your current statement by calling BankVic on 13 63 73.

    Qantas Frequent Flyer points balances can be checked at qantas.com/frequentflyer

  • To redeem Qantas Points, visit qantas.com/frequentflyer or call 13 11 31 for further information.

  • No, only BankVic's Gold Visa and Qantas Visa Credit cards include Complimentary Overseas Travel Insurance.

    Document references:

  • You will need to book 100% of your trip on your BankVic Qantas Visa credit card prior to commencement of your trip. This includes travel by air, rail, road or watercraft.  You also need to make a claim within 30 days of completing or cancelling your journey.

  • The cover is available to the primary cardholder plus the card holder's spouse/partner and dependent children who are under 21 years of age and not working fulltime. They must be accompanying you on the trip and are covered for the portions where you all travel together.

  • All claims should be referred to CGU, quoting the BankVic Master Policy Number 09D 0143103. Please call 1800 819 996. Claims can be lodged 24 hours a day, 7 days a week.

  • The Master Policy for BankVic is 09D 0143103.  Reference this number when making a claim.

  • No, however if you have a query around what the Policy covers we can assist you in finding the answer from the Policy Wording. The Policy Wording can be found at Credit Card Travel Insurance or you can call BankVic on 13 63 73 option 5 to speak to one of our Insurance Consultants.

  • Emergency help is available 24 hours a day.  If you have any difficulties while travelling, call CGU's Emergency Assistance Hotline and speak with one of their expertly trained, multilingual staff.

    The number to call while overseas is reverse charges via the local operator + 61 2 8895 0698, or you can email requests for emergency assistance to travelassist@cgu.com.au.

    You will need to advise that you are a member of BankVic, the Master Policy Number 09D 0143101, your BankVic member number and contact details.

Home Loans

  • Split loans are only available with one of our Home Loan Package products.

  • An Interest Only loan is only available to Investors with our Fixed Rate Home Loan.

  • LVR is a commonly used acronym in the mortgage and property industry. LVR stands for Loan to Value Ratio. It is the percentage of money you borrow for a home loan compared to the value of the property. It is used to assess your risk factor as a borrower; lenders will calculate your LVR before deciding whether or to approve you for a home loan.

  • Lenders Mortgage Insurance (LMI) usually applies to borrowers who are taking out loans for more than 80% of the value of a property. As its name suggests, LMI covers the lender if you’re unable to pay back your home loan.

Salary Packaging

  • The annual cap on salary packaging benefits is legislated by the Australian Tax Office.

    • Meals & Entertainment: $2,649.99 p.a.
    • Everyday Expenses: $9,009.96 p.a.
  • Speak to your Salary Packaging Team to add or remove an additional salary packaging cardholder.

  • As a BankVic salary packaging cardholder you are eligible to receive a complimentary Qantas Frequent Flyer membership (saving you $89.50).

    The complimentary Qantas Frequent Flyer membership is available to new and existing BankVic salary packaging cardholders who apply for membership on the following page - Qantas points.

    Once you receive your Qantas Frequent Flyer membership number, please notify
    BankVic straight away so you can start earning points. Go to BankVic Qantas Frequent Flyer membership page.

    BankVic salary packaging cardholders earn 5 Qantas Point per transaction over $20.

    Document reference:

  • An additional salary packaging cardholder can earn Qantas Points however the points will be credited to the primary cardholder’s Qantas Frequent Flyer membership.

    Note: The Qantas Frequent Flyer membership must be in the same name as the primary cardholder.

  • You can place a temporary lock or report a card as lost or stolen via the Card Management options within the BankVic App. Alternatively, you may also report your card as lost or stolen by contacting BankVic on 1300 796 902 (8am-7pm, Monday to Friday, 9am-5pm, Saturday).

  • Contact BankVic on 1300 796 902 (8am-7pm, Monday to Friday, 9am-5pm, Saturday) for the following enquiries:

    • General account and transaction information
    • Lost or stolen and replacements cards
    • Fraudulent and disputed transactions
    • Providing your Qantas Frequent Flyer membership number
    • Enquiries about other BankVic products and services

    Contact your Salary Packaging Team for other enquires about Salary Packaging, including:

    • Discussing tax positions, salary sacrificing or the Fringe Benefits Tax
    • Eligible and ineligible transactions

     

Open Banking

  • The Australian Government is introducing a Consumer Data Right (CDR) framework to give consumers more control of their data.

    Banks will be the first to implement the CDR through what’s known as Open Banking.

    At first, generic information about a bank’s products and services will be made available as ‘Product Reference Data’. This will be followed by consumer account and transaction data, or ‘Consumer Reference Data’. This will make it easier for consumers to compare what banks offer in the context of their unique banking needs and for third parties to create and offer new financial products and services.

  • BankVic will commence releasing Product Reference Data from 1 July 2020 beginning with product information related to our transaction accounts, savings and credit cards. Home lending and personal lending product information will be made available in late 2020.

    In 2021 you will be able to choose from accredited providers and give consent for BankVic to share your financial data to gain access to new financial products and services.

  • Data security is a primary focus for BankVic and of Open Banking more generally. It will be your decision whether to share your Consumer Reference Data and all participants who send or receive data under Open Banking must meet strict accreditation criteria, privacy and security standards and be accredited by the Australian Competition and Consumer Commission (ACCC) and the Australian Information Commissioner (OAIC).

  • BankVic will make Open Banking data available through a set of Application Programming Interfaces (API’s) that accredited third parties can access on your behalf and with your consent. We will provide an update here when these are available.

  • Obtain a list of current BankVic products via the following API endpoint:

    https://ib.bankvic.com.au/openbanking/cds-au/v1/banking/products

  • Obtain detailed information for a specific BankVic product via the following API endpoint (adding each product ID as required)

    https://ib.bankvic.com.au/openbanking/cds-au/v1/banking/products/{productid}

  • Additional information on the structure of the API request and response can be found at Consumer Data Standards Australia

    https://consumerdatastandardsaustralia.github.io/standards/#get-products

    https://consumerdatastandardsaustralia.github.io/standards/#get-product-detail

  • For more information on the CDR and Open Banking, please refer to the Australian Competition and Consumer Commission

Security & Fraud

  • In addition to our online security measures and card monitoring program where we check transactions for unusual or out of the ordinary activity, we also recommend that you read the useful information below about scams so you are better informed and able to protect yourself online.

    Remember, if it looks too good to be true, it probably is.

    To report a scam, you should first contact us then contact SCAMwatch, or, for instances of cybercrime or identity theft, contact ACORN

DOWNLOADABLE RESOURCES

Forms & Documents

Terms and conditions

Important things you should know

Information on this page is general in nature and does not take into account your personal circumstances. You should consider whether it is appropriate for you before acquiring the product or service.

Fees and charges may apply. Interest rates are variable and subject to change. Information on our terms & conditions, interest rates and fees & charges are available on request.

We recommend that you read the following documents: