• Published 14/11/2025
  • Read Time: 2 mins

We’ve made some updates to our General Terms to make them clearer and to better reflect the things we will do to help keep you protected from fraud and scams when you bank with us. These take effect from 28 November 2025.

  • Fees & Rates

  • General

What’s changing 

We’ve made some updates to our General Terms to make them clearer and to better reflect the things we will do to help keep you protected from fraud and scams when you bank with us. These updates take effect from 28 November 2025.  

A summary of the key changes: 

  1. How we protect against scams

    We’ve added two new sections that explains what we will do to help protect you against scams. It sets out:

    • What authorised payment scams are.
    • Our scam protection commitments.
    • When we will compensate you for your loss from an authorised payment scam.
    • What to do if you think you’ve been scammed. 

    Refer to section 9 ‘‘Our scam protection commitments’ and section 10 ‘What to do if you think you have been scammed’ for full details. 

  2. Payments and transactions 

    We’ve updated: 

    • When we can delay or refuse transactions, cancel payments, or refuse instructions, and the circumstances under which we may do this, specifically if we believe it may be a high-risk transaction, we believe it has signs of fraud, or as part of our scam protection commitments.
    • We also explain when you will or will not be liable for any losses. 

    Refer to section 5 ‘We can refuse instructions in some circumstances’ and section 8 ‘How we process payments and deposits’ for full details. 

  3. How we send statements 

    We’ve updated how we can send you statements to help lighten our environmental footprint by making electronic statements available in digital banking the default statement delivery option, unless you choose to receive paper statements. Refer to section 16 ‘We will send you regular statements’ for full details. 

  4. Keeping your accounts secure 

    We’ve updated section 19 ‘Using your EFTPOS card’ and section 20 ‘Using digital banking’ to make it clearer when you will and will not be liable for unauthorised transactions made on your account.

    We’ve also added in information about biometric identification and what that means for protecting your banking. This is in preparation for when biometrics will be available in the future. 

You can read the updated General Terms which come into effect 28 November 2025. Please take the time to read through and understand how these changes might affect you. 

Updated copies will also be available in-branch from 28 November 2025. If you’d like to know more about the upcoming changes, please ask one of our team.