THIS DOCUMENT MUST BE READ TOGETHER WITH THE:
Fees and Charges
Summary of Accounts and Availability of Access Facilities
Together these brochures form the Conditions of Use for the Bank Account and Access Facilities. Please read each of the above documents before deciding if the Bank Account is right for you.
IMPORTANT INFORMATION ABOUT THESE CONDITIONS OF USE
These Conditions of Use relate to the Bank Account issued by Regional Australia Bank. If you can access other accounts or services issued or distributed by Thriday via the App or Website, Thriday will provide the relevant terms and conditions for those accounts or services when you apply for them.
Unless we say otherwise, we, our and us means Thriday.
HOW TO CONTACT THRIDAY
To report the loss, theft or unauthorised use of your Visa card please call the Lost or Stolen Cards hotline immediately on 1800 648 027, 24 hours a day, 7 days a week.
HOW TO CONTACT REGIONAL AUSTRALIA BANK
To report the loss, theft or unauthorised use of your Visa card please call the Lost or Stolen Cards hotline immediately on 1800 648 027, 24 hours a day, 7 days a week.
CUSTOMER OWNED BANKING CODE OF PRACTICE
Regional Australia Bank warrant that they will comply with the Customer Owned Banking Code of Practice. Please see the section Aboutthe Customer Owned Banking Code of Practice at the end of these Conditions of Use for more detail.
Regional Australia Bank warrant that they will comply with the ePayments Code.
HOW OUR CONDITIONS OF USE BECOME BINDING ON YOU
Please note that by opening a Bank Account or using an Access Facility you become bound by these Conditions of Use.
ACCESSING COPIES OF THE CONDITIONS OF USE
Please keep these Conditions of Use in a safe place so you can refer to it when needed. Alternatively, you can view and download the current Conditions of Use from Thriday.com.au.
THE FINANCIAL CLAIMS SCHEME
The Financial Claims Scheme (FCS) is an Australian Government scheme that protects depositors through the provision of a guarantee on deposits held in authorised deposit taking institutions (ADIs) incorporated in Australiaand allows quick access to their deposits in an ADI in the unlikely event that one of these financial institutions fails. Regional Australia Bank is an ADI.
Under the FCS, deposits with Regional Australia Bank are protected up to a limit of $250,000 for each Bank Account holder.
The FCS can only come into effect if it is activated by the Australian Government when an institution fails. Once activated, the FCS will be administered by the Australian Prudential Regulation Authority (APRA).
The FCS limit of $250,000 applies to the sum of a Bank Account holder's deposits under the one banking license. Therefore, all deposits held by a Bank Account holder with a single banking institution must be added together towards the $250,000 FCS limit, and this includes Accounts with any other banking businesses that the licenced banking institution may operate under a different trading name.
For further information about the FCS visit the FCS website – www.fcs.gov.au.
Effective Date: 2 June 2023
BANK ACCOUNT OPERATIONS
WHAT IS THE REGIONAL AUSTRALIA BANK ACCOUNT AND ACCESS FACILITY?
A Regional Australia Bank’s Bank Account gives you transaction functionality (Bank Account). These Bank Accounts can be accessed throughthe use of the below access facilities:
(Collectively called the Access Facilities)
Please refer to the Summary of Accounts & Availability of Access Facilities brochure for the available Bank Account type, the conditions that apply to the Bank Account type and the access methods for the Bank Account type.
HOW DO I OPEN AN ACCOUNT?
A Bank Account can be opened via the App or the Website.
PROOF OF IDENTITY REQUIRED
The law requires us to verify your identity when you open a Bank Account or the identity of any person you appoint as a signatory to your Account.
In most cases you can prove your identity by showing us one of the following photo identity documents:
WHAT ACCOUNTS CAN I OPEN?
When we complete your identification, you will have access to a Bank Account. You can then activate other Bank Accounts as needed. Please first check the Summary of Accounts & Availability of Access Facilities for the available Account types, any special conditions for opening, and the features and benefits of each Account type.
WHAT FEES AND CHARGES ARE THERE?
Please refer to the Fees and Charges brochure for current fees and charges. We may vary fees or charges from time to time.
We will debit your primary operating Bank Account for all applicable government taxes and charges and any fees.
DISCLOSING YOUR ABN
When setting up your Bank Account you will be required to provide your Australian Business Number (ABN).
MAKING DEPOSITS TO YOUR BANK ACCOUNT
You can make deposits to a Bank Account:
Note that electronic deposits may not be processed on
the same day.
DEPOSITING CHEQUES DRAWN ON AUSTRALIAN BANKS
You can only access the proceeds of a cheque when it has cleared. This usually takes 7 business days.
WITHDRAWING OR TRANSFERRING FROM THE BANK ACCOUNT
You can make withdrawals or transfers from your Bank Account:
DEBITING TRANSACTIONS GENERALLY
We will debit transactions received on any one day in the order we determine in our absolute discretion.
We have the right to decline to accept your authorisation for any transaction if there are insufficient funds in your Bank Account, if we are uncertain for any reason of the authenticity or validity of the authorisation or your legal capacity to give authorisation. We will not be liable to you or any other person for any loss or damage which you or such other person may suffer as a result of our action.
If you close your Bank Account before a transaction debit is processed, you will remain liable for any fees incurred in respect of the transaction.
We limit the amount of daily withdrawals or payments you may make using electronic methods, either generally or in relation to a particular facility. These transaction limits are set out in the Fees and Charges brochure. Transfer limits can be changed by you within the App or Website.
Other financial institutions may impose additional restrictions on the amount of funds that you can withdraw, pay or transfer.
We may also require you to apply for new transaction limit if you change any pass code. We will require you to provide proof of identity that satisfies us. We may reduce transaction limits to zero at any time for security reasons.
OVERDRAWING A BANK ACCOUNT
You must keep sufficient funds in your Bank Account cover your direct debit and electronic funds transfer (EFT) transactions. If you do not, we can dishonour the transaction and charge dishonour fees. Please refer to the Fees and Charges section.
Cleared funds means the proceeds of cheque deposits to your Bank Account, once the cheque is cleared, cash deposits and direct credits.
Alternatively, we can honour the transaction and overdraw your Bank Account. If this is to occur we may charge you:
BANK ACCOUNT STATEMENTS
Bank Account statements will be issued at least every 6 months electronically via the App or Website.
You will receive a notification in the App or via our Website letting you know when your statement is available.
We recommend that you check your statement as soon as you receive it and immediately notify us of any unauthorised transactions or errors. Please refer to How to Contact Us on page 1 for our contact details.
WHAT HAPPENS IF I CHANGE MY NAME, ADDRESS OR EMAIL?
You must notify us if you change your name, address and email.
You can update your name by contacting us on 13 Thriday (13 847 4329). Evidence of your change of name will be required to be provided.
You can update your email and address in, over the phone, through our Website or via our App.
INACTIVE BANK ACCOUNTS
If no transactions are carried out on your Bank Account during a consecutive 12 month period (other than transactions initiated by us, such as debiting fees and charges) we will contact you to ask if you want to keep the Bank Account open. If you do not reply we will treat your Account as being inactive.
Once your Account becomes inactive, and in each consecutive 12 month period that your Account remains inactive, we will charge an inactive fee. Please refer to our Fees and Charges brochure.
If your Account remains inactive for 7 years, we have a legal obligation to remit balances exceeding $500.00 to the Australian Securities and Investments Commission as unclaimed money.
BANK ACCOUNT COMBINATION
If you have more than one Bank Account with us, we may apply a deposit balance in any Bank Account to any other Bank Account in the same name which is overdrawn.
On termination of your relationship, we may combine all your Bank Accounts you have with us provided the Bank Accounts are all in the same name.
We will not combine Bank Accounts if to do so would breach the Code of Operation for Services Australia Direct Credit Payments and any successor Code (both when enforcing indebtedness owed to us and, to the law permits, when facilitating enforcement by a third party judgement creditor).
We will give you written notice promptly after exercising any right to combine your Bank Accounts.
CLOSING BANK ACCOUNTS AND CANCELLING ACCESS FACILITIES
You can close your Bank Account on request at any time by contacting us on 13 Thriday (13 847 4329). However, you will have to surrender any Visa card linked to the Bank Account at that time. We may defer closure and withhold sufficient funds to cover payment of outstanding debits on the Bank Account.
You can cancel any Access Facility on request at any time.
We may change fees, charges, interest rates and other conditions at any time. The following table sets out how we will notify you of any change.
We may use various methods, and combinations of methods, to notify you of these changes, such as:
However, we will always select a method or methods appropriate to the nature and extent of the change, as well as the cost effectiveness of the method of notification.
HOW WE SEND NOTICES & STATEMENTS
We may send you notices and statements:
If you agree, we may, instead of sending you a notice, post notices to our website for you to retrieve. We will tell you when information is available for you to retrieve, either at the time or on setting up a facility that will have regular postings to the website.
Regional Australia Bank have a dispute resolution system to deal with any complaints you may have in relation to your Bank Account or Access Facility. This dispute resolution policy requires us to deal with any complaint efficiently and sympathetically.
If you are not satisfied with the way in which Regional Australia Bank resolve your complaint, or if there is no response within the required timeframes, you may refer the complaint to our external dispute resolution centre, being The Australian Financial Complaints Authority (AFCA). Our staff must also advise you about our complaint handling process and the timetable for handling your complaint. We also have a Complaints Handling Policy available on our website.
Complaints can be raised by contacting Regional Australia Bank as follows:
You can authorise a participating biller to debit amounts from your Bank Account, as and when you owe those amounts to the biller. The biller will provide youwith a Direct Debit Request Service Agreement (DDR Service Agreement) for you to complete and sign toprovide them with this authority.
To cancel the DDR Service Agreement, you can contact either the biller or us. If you contact us we will promptly stop the facility. We suggest that you also contact the biller.
If you believe a direct debit initiated by a biller is wrong you should contact the biller to resolve the issue. Alternatively, you may contact us. If you give us the information we require we will forward your claim to the biller. However, we are not liable to compensate you for your biller’s error.
If you set up the payment on your Visa card, please contact us directly about unauthorised or irregular debits.
We can cancel your direct debit facility, in our absolute discretion, if 3 consecutive direct debit instructions are dishonoured. If we do this, billers will not be able to initiate a direct debit from your Bank Account under their DDR Service Agreement. Under the terms of their DDRService Agreement, the biller may charge you a fee foreach dishonour of their direct debit request.
When you use PayPal you are authorising PayPal to debit amounts from your Bank Account as a biller under direct debit. Please note that:
Other third party payment services may operate in a similar way to PayPal.
ELECTRONIC ACCESS FACILITIES & EPAYMENTS CONDITIONS OF USE
You should follow the guidelines in the box titled Important Information You need to Know before using a Device to make Electronic Payments to protect against unauthorised use of your Visa card and pass code. These guidelines provide examples of security measures only and will not determine your liability for any losses resulting from unauthorised epayments. Liability for such transactions will be determined in accordance with the ePayments Conditions of Use and the ePayments Code.
Important Information You Need to Know
If you fail to ensure the security of your VISA card, access facility and pass codes you may increase your liability for unauthorised transaction.
Our ePayments access facilities may include:
(ePayment Access Facilities)
You can access an Account using any of the ePayments Access Facilities applicable to that Account. Please refer to:
The ePayments Conditions of Use govern all ePayments transactions made using any one of our ePayments Access Facilities.
Our Visa Card allows you to make payments at any retailer displaying the Visa card logo, anywhere in the world. You can also withdraw cash from your Bank Account, anywhere in the world, using an ATM displaying the Visa Card logo. We will provide you with a PIN to usewith your Visa Card.
Our Visa Card also allows you to:
We may choose not to give you a Visa Card if your banking history is not satisfactory.
You should follow the guidelines, below, to protect against unauthorised use of the Visa Card and PIN. These guidelines provide examples of security measures only and will not determine your liability for any losses resulting from unauthorised ePayment Transactions. Liability for such transactions will be determined in accordance with section 16 of these Conditions of Use and the ePayments Code.
IMPORTANT INFORMATION ABOUT DISPUTES
If you believe a Visa Card transaction:
then you can ask Regional Australia Bank to ‘dispute’ the transaction, by reversing the payment to the merchant’s financial institution. However, a chargeback can only be performed if you advise the disputed transaction within the timeframe determined by Visa. Currently the shortest cut-off time for notifying of chargeback circumstances is 30 days after the transaction, although longer periods may apply in particular circumstances. In some circumstances where the ePayments Code applies the time limits may not apply.
You are not able to reverse a transaction authenticated using Verified by Visa unless we are liable as provided in the ePayments Conditions of Use.
You should inform Regional Australia Bank as soon as possible if you become aware of circumstances which might entitle you to a dispute and provide the cardholder’s copy of the Visa transaction receipt in question.
DIGITAL WALLET (APPLE PAY, GOOGLE PAY ETC)
The use and functioning of a digital wallet is governed by the conditions of use for the App or your telecommunications provider that you are using. We recommend that you read these conditions of use carefully before using the digital wallet.
We are not the provider of the digital wallet and are not responsible for its use and function. You should contact the digital wallet provider’s customer service if you have questions concerning how to use the digital wallet or problems with the digital wallet.
When you load your Visa Card into a digital wallet, you acknowledge that your personal information will be shared between us, the digital wallet provider, your card provider, relevant card schemes and you to facilitate any purchase you initiate using you Visa Card registered in a digital wallet. We are not responsible for any loss, injury or other harm you suffer in connection with the digital wallet provider’s use of your information.
The registration of your Visa Card into a digital wallet is subject to us identifying and verifying you, which will be at our discretion.
We do not make any guarantees that the digital wallet will be accepted at all merchants.
We are not liable for any loss, injury or inconvenience you suffer as a result of a merchant refusing to accept the digital wallet.
These terms apply to the use by you of your Visa Card in a digital wallet. By registering your Visa Card in a digital wallet you agree to these terms
We are not responsible if there is a security breach affecting any information stored in the digital wallet or sent from the digital wallet. This is the responsibility of the digital wallet provider.
There are no transaction fees for using your Visa Card in a digital wallet. However, there may be charges from your telecommunications provider.
Important Information You Need to Know Before Using Your Digital Wallet on a Mobile Phone
You must protect and keep confidential your User ID, phone lock, passcode/PIN, passwords, and all other information required for you to make purchases with your Visa Card using a digital wallet.
Always protect your device passcodes by using a unique number or a pattern that is not obvious or can be easily guessed. Take precautions when using your digital wallet. Try to memorise your passcode or carefully disguise it. Never keep a record of your passcode with your device, on your device or computer, or tell anyone your passcode.
Any person who can unlock the device your digital wallet is stored on may be able to make transactions using your Visa Card stored in your digital wallet.
You are responsible for ensuring that:
you are taken to have authorised that person to transact on your Bank Account using your Visa Card stored in your digital wallet.
This could result in significant loss or liability in relation to such transactions.
You are required to notify us immediately:
Once notified, we will then suspend the use of your Visa Card. This helps us protect you for addition loss or liability.
You may become liable for any unauthorised transactions if you unreasonably delay notifying us.
We may block, suspend or terminate your Visa Card used in your digital wallet:
We may cease supporting the use of any of our cards in a digital wallet at any time.
We are not liable for any loss arising from your use of a digital wallet to the extent the loss was caused:
You may remove your Visa Card from the digital wallet provider by following the digital wallet providers procedures for removal.
If you add your Visa Card to one of your devices and have other devices sharing the same account (Other Devices), this may permit the users of the Other Devices to see your Visa Card information. Please contact your digital wallet provider for more.
Bank@Post is Australia Post's agency banking service.
To make deposits to and withdrawals from your Bank Account, all you need is a Visa Card which you can use with an accompanying PIN.
APP AND WEBSITE
The App and Website gives you remote access to your Bank Account that allows you to obtain information about your Bank Account, to transfer money between Bank Accounts, to make BPAY® payments and to transfer money to Accounts at other financial institutions.
In these ePayments Conditions of Use:
access method means a method Regional Australia Bank authorise for you to use as evidence of your authority to make an ePayments transaction or to access information about your Bank Account, that does not require a manual signature, and includes, but is not limited to:
ATM means automatic teller machine;
Bank Account means your Account with Regional Australia Bank;
BPAY® means the electronic payment scheme called BPAY® operated in co-operation between Australian financial institutions, which enables you to effect bill payments to billers who participate in BPAY®, either via phone or internet access or any other access method as approved by us from time to time;
business day means any day on which Regional Australia Bank are open for business;
Closed in relation to a PayID, means aPayID which is removed from the PayID service, and unable to be used for NPP Payments;
device means a device given to a user that is used to perform a transaction. Examples include:
EFTPOS means electronic funds transfer at the point of sale—a network for facilitating transactions at point of sale;
facility means an arrangement through which you can perform transactions;
identifier means information that a user:
(a) knows but is not required to keep secret, and
(b) must provide to perform a transaction;
Examples include an account number or customer number
ePayments terminal means the electronic equipment, electronic system, communications system or software that Regional Australia Bank, Regional Australia Bank’s agents or any third party control or provide for use with a Visa Card and PIN to conduct an ePayments transaction, for example, an automatic teller machine (ATM) or point of sale terminal (EFTPOS);
ePayments transaction means an electronic funds transfer to or from your Bank Account using an access method and includes transactions carried out by means of:
internet banking means the Website and App which enables you to electronically receive information from us about, or to give us instructions concerning, your Bank Accounts which we then act on;
Locked in relation to a PayID, means a PayID which we have temporarily disabled in the PayID service;
Misdirected Payment means a payment erroneously credited to the wrong Bank Account because of an error in relation to the recording of the associated Bank Account information in the BPay or PayID service;
Mistaken Payment means a payment, made by a payer who is a ‘user’ for the purposes of the ePayments Code, which is erroneously credited to the wrong Account because of the payer’s error;
App means a tool we provide from time to time that is downloaded to a mobile device from the Apple® App Store ® or the Google® Play Store®;
NPP means the New Payments Platform operated by NPP Australia Limited (ACN 601428 737).
NPP Payments means payments cleared and settled via the NPP;
Online Banking Services is the term used to encompass, internet banking, mobile banking and the use of the App or Website to undertake banking services;
Organisation ID means an identifier fora customer that is a business customer or organisation, constructed by us as [business name] and/or [description of business/campaign/product] and/or [geographic location/state]
Osko® leverages PayID to make payment via an easy to remember identifier.
passcode means a password or code that the user must keep secret, that may be required to authenticate a transaction or user. A pass code may consist of numbers, letters, a combination of both, a phrase or a swipe pattern. Examples include:
A pass code does not include a number printed on a device (e.g. a security number printed on a credit or debit card).
PayID means the identifier you choose to use to receive NPP Payments;
PayID Name means the name we give you or the name selected by you (with our approval) to identify you to Payers when your PayID is used to make an NPP Payment;
PayID Type means the type of identifieryou select for receiving NPP Payments, which may be your phone number, mobile number, email address, Australian company number, Australian business number or Organisation ID;
regular payment arrangement means either a recurring or an instalment payment agreement between you (the cardholder) and a merchant in which you have preauthorised the merchant to bill your Bank Account at predetermined intervals (eg. monthly or quarterly) or at intervals agreedby you. The amount may differ or be the same for each transaction.
transaction means a transaction to which these ePayment Conditions of Use apply;
unauthorised transaction means a transaction that is not authorised by a user
user means you
we, us or our means Team Thrive Pty Ltd ABN 15 637 676 496 as an authorised representative of Regional Australia Bank;
you means the person in whose name the Bank Account and Access Facility is held;
1. The ePayment Conditions of Use apply to payment, funds transfer and cash withdrawal transactions that are:
(a) initiated using electronic equipment; and
(b) not intended to be authenticated by comparing a manual signature with a specimen signature.
2. The ePayment Conditions of Use apply to the following transactions:
(a) electronic card transactions, including ATM, EFTPOS and debit card transactions that are not intended to be authenticated by comparing a manual signature with a specimen signature;
(b) bill payment transactions;
(c) internet banking transactions, including ‘PayAnyone’;
(d) online transactions performed using a card number and expiry date;
(e) online bill payments (including BPAY);
(f) direct debits;
(g) transactions using electronic devices (including smart phones and watches); and
(h) Osko® Payments.
1. If you believe your Visa Card has been misused, lost or stolen or the PIN has become known to someone else, you must immediately contact Regional Australia Bank or us during business hours, or contact the VISA Hotline.
2. You must provide the following information:
(a) the Visa Card number;
(b) the name of your institution being Regional Australia Bank; and
(c) any other personal information you are asked to provide to assist in identifying you and the Visa card.
3. You will be provided a reference number verifying the date and time of your notification. Please retain this reference number.
4. If you have contacted the Visa Card Hotline please contact Regional Australia Bank or us during business hours to confirm the loss or theft.
5. If the Visa Card Hotline is not operating when you attempt notification, you must report the loss, theft or unauthorised use to us as soon as possible during business hours. We will be liable for any losses arising because the Visa Card Hotline is not operating at the time of attempted notification, provided you report the loss, theft or unauthorised use to us as soon as possible during business hours.
6. If the loss, theft or misuse, occurs outside Australia you must notify an organisation displaying the VISA sign and also then confirm the loss, theft or misuse of the card:
(a) with Regional Australia Bank or us by phone; or
(b) by telephoning the Visa Card Hotline.
1. If you believe that your access method, or any part of your access method, has been misused, lost or stolen, or, where relevant, your access details, be they your passcode, password or PIN, has become known to someone else, you must contact Regional Australia Bank or us immediately.
2. If you believe an unauthorised transaction has been made and your access method uses a pass code, biometrics, password or PIN you should change that passcode immediately.
1. We limit the amount of ePayments transactions you may make on any one day or other period, either generally or in relation to a particular access method. These transaction limits are set out in theFees and Charges section.
2. We may also require you to apply for new transaction limits if you change any passcode, in an access method. We will require you to provide proof of identity that satisfies us. We may reduce transaction limits to zero for security reasons.
1. Regional Australia Bank will debit the value of all withdrawal ePayments transactions and credit the value of all deposit ePayments transactions to or from your Bank Account in accordance with your instructions when the appropriate access method is used.
2. If you close your Bank Account before an ePayments transaction debit is processed, you will remain liable for any dishonour fees incurred in respect ofthat transaction.
3. Transactions will not necessarily be processed to your Bank Account on the same day.
1. We will tell you from time to time:
(a) what services are available using internet banking or the App or our Website.
(b) which of your Bank Accounts you can access using internet banking or the App or our Website.
2. We cannot effect your internet banking or the App instructions if you do not give us all the specified information or if you give us inaccurate information.
3. If you instruct us to make more than one payment from your Bank Account, we will determine the order ofmaking the payments.
4. We do not warrant that:
(a) the information available to you about your Accounts through our online banking services is always up to date;
(b) you will have 24 hour a day, 7 days per week,access to the Website or the App.
(c) data you transmit via internet banking or the App or our Website is totally secure.
5. After you have finished accessing your Bank Account using:
(a) internet banking, you must ensure that you logoff from the Website ; or
(b) the App, you must ensure thatyou log off from the App.
6. Regional Australia Bank may require additional authentication methods to be used for internet banking and our App. These methods are used to provide additional security to your Bank Account and funds. In the event that you refuse additional authentication methods, Regional Australia Bank may restrict the functionality and availability of internet and mobile banking.
7. Periodical payments will retry for 7 business days, including Saturdays, if rejected. Periodical payments that have been rejected after 7 business days will be cancelled. Cancellation will occur for each of the Periodical Payment transaction types, transfers, loan repayments and cheque withdrawals.
1. In this section:
direct entry means a direct debit ordirect credit;
mistaken internet payment means a payment by a user through a ‘Pay Anyone’ banking facility and processed by an ADI where funds are paid into the account of an unintended recipient because the user enters or selectsa Bank/State/Branch (BSB) number and/or identifier that does not belong to the named and/or intended recipient as a result of:
(a) the user’s error, or
(b) the user being advised of the wrong BSB number and/or identifier. This does not include payments made using BPAY.
receiving ADI means an ADI whose customer has received an internet payment;
unintended recipient means the recipient of funds as a result of a mistakeninternet payment;
2. When you report a mistaken internet payment, Regional Australia Bank, must investigate whether a mistaken internet payment has occurred.
3. If Regional Australia Bank are satisfied that a mistaken internet payment has occurred, Regional Australia Bank must send the receiving ADI a request for the return of the funds. Note: Under the ePayments Code, the receiving ADI must within 5 business days:
(a) acknowledge the request by the sending ADI for the return of funds, and
(b) advise the sending ADI whether there are sufficient funds in the account of the unintended recipient to cover the mistaken internet payment.
4. If Regional Australia Bank are not satisfied that a mistaken internet payment has occurred, Regional Australia Bank will not take any further action.
5. Regional Australia Bank must inform you of the outcome of the reported mistaken internet payment in writing and within 30 business days of the day on which the report is made.
6. You may complain to Regional Australia Bank (see Complaints section) about how the report is dealt with, including that Regional Australia Bank and/or the receiving ADI:
(a) are not satisfied that a mistaken internet payment has occurred;
(b) have not complied with the processes and timeframes set out in clauses Section 3.2- Section 3.5, or as described in the box below.
7. When Regional Australia Bank receive a complaint they must:
(a) deal with the complaint under our internal dispute resolution procedures;
(b) not require you to complain to the receiving ADI.
8. If you are not satisfied with the outcome of a complaint, you are able to complain to Regional Australia Bank’s external dispute resolution scheme provider.
Note: If Regional Australia Bank are unable to return funds to you because the unintended recipient of a mistaken internet payment does not cooperate, you can complain to their external dispute resolution scheme provider.
Information about a receiving ADI's obligations after we request return of funds
The information set out in this box is to explain the process for retrieving mistaken payments under the ePayments Code, setting out what theprocesses are, and what you are entitled to do.
This information does not give you any contractual entitlement to recover the mistaken payment from us or to recover the mistaken payment from the receiving ADI.
Process where funds are available & report is made within 10 business days
Process where funds are available & report is made between 10 business days & 7 months
Process where funds are available and reportis made after 7 months
Process where funds are not available
BPAY allows you to pay bills bearing the BPAY through either the App or the Website.
1. Regional Australia Bank will attempt to make sure that your BPAY® payments are processed promptly by participants in BPAY®, and you must tell Regional Australia Bank promptly if:
(a) you become aware of any delays or mistakes in processing your BPAY® payment;
(b) you did not authorise a BPAY® payment that has been made from your Bank Account; or
(c) you think that you have been fraudulently induced to make a BPAY® payment. Note: Please keep a record of the BPAY® receipt numbers on the relevant bills.
2. A BPAY® payment instruction is irrevocable.
3. Except for future-dated payments you cannot stop a BPAY® payment once you have instructed us to make it and we cannot reverse it.
4. We will treat your BPAY® payment instruction as valid if, when you give it to us, you use the correct access method.
5. You should notify Regional Australia Bank immediately if you think that you have made a mistake (except for a mistake as to the amount you meant to pay - for these errors see Section 11.9) when making a BPAY® payment or if you did not authorise a BPAY® payment that has been made from your Account. Note: You must provide Regional Australia Bank with written consent addressed to the biller who received that BPAY® payment. If you do not give us that consent, the biller may not be permitted under law to disclose to Regional Australia Bank the information we need to investigate or rectify that BPAY® payment.
6. A BPAY® payment is treated as received by the biller to whom it is directed:
(a) on the date you direct us to make it, if we receive your direction by the cut off time on a banking business day, that is, a day in Sydneyor Melbourne when banks can effectsettlements through the Reserve Bank of Australia; and
(b) otherwise, on the next banking business day after you direct us to make it.
Note: BPAY® payment may take longer to be credited to a biller if you tell us to make it on a Saturday, Sunday or a public holiday or if another participant in BPAY® does not process a BPAY® payment as soon as they receive its details.
7. A delay may occur processing a BPAY® payment if:
(a) there is a public or bank holiday on the day after you instruct us to make the BPAY® payment;
(b) you tell us to make a BPAY® payment on a daywhich is not a banking business day or after the cut off time on a banking business day; or
(c) a biller, or another financial institution participating in BPAY®, does not comply with its BPAY® obligations.
8. If we are advised that your payment cannot be processed by a biller, we will:
(a) advise you of this;
(b) credit your Bank Account with the amount of the BPAY® payment; and
(c) take all reasonable steps to assist you in making the BPAY® payment as quickly as possible.
9. You must be careful to ensure you tell us the correct amount you wish to pay. If you make a mistaken BPAY® payment and later discover that:
(a) the amount you paid was greater than the amount you needed to pay – you must contact the biller to obtain a refund of the excess; or
(b) the amount you paid was less than the amount you needed to pay – you can make another BPAY® payment for the difference between the amount you actually paid and the amount you needed to pay.
10. If you are responsible for a mistaken BPAY® payment and Regional Australia Bank cannot recover the amount from the person who received it within 20 business days of attempting to do so, you will be liable for that payment.
You may arrange BPAY payments in advance of the time for payment. If you use this option you should be aware of the following:
1. You are responsible for maintaining, in the Bank Account to be drawn on, sufficient cleared funds to cover all future-dated BPAY® payments (and any other drawings) on the day(s) you have nominated for payment.
2. If there are insufficient cleared funds or, as relevant, insufficient available credit, the BPAY® payment will not be made and you may be charged a dishonour fee. Please refer to our Fees and Charges brochure.
3. You are responsible for checking your Bank Account transaction details or Bank Account statement to ensurethe future-dated payment is made correctly.
4. You should contact Regional Australia Bank if there are any problems with your future-dated payment.
5. You must contact Regional Australia Bank if you wish to cancel a future-dated payment after you have given the direction but before the date for payment. You cannot stop the BPAY® payment on or after that date.
1. This clause does not apply to the extent that it is inconsistent with or contrary to any applicable law or code of practice to which we have subscribed. If those laws would make this clause illegal, void or unenforceable or impose an obligation or liability which is prohibited by those laws or that code, this clause is to be read as if it were varied to the extent necessary to comply with those laws or that code or, if necessary, omitted.
2. We are not liable for any consequential loss or damage you suffer as a result of using BPAY® or Osko® other than loss due to our negligence or in relation to any breach of a condition or warranty implied by the law of contracts for the supply of goods and services which may not be excluded, restricted or modified at all, or only to a limited extent.
1. We will advise you from time to time:
(a) What ePayments transactions may be performed using the Visa Card;
(b) what ePayments terminals of other financial institutions may be used; and
(c) what the daily cash withdrawal limits are.
2. Please refer to the Fees and Charges brochure for details of current transaction limits.
3. You may only use your Visa Card to perform transactions on those Bank Accounts Regional Australia Bank permit. We will advise you of the Bank Accounts which you may use your Visa Card to access.
4. The Visa Card always remains Regional Australia Bank’s property.
1. You agree to reimburse Regional Australia Bank for any costs, fees or charges of any nature arising out of a failure to comply with any exchange control requirements.
2. All transactions made overseas on your Visa Card will be converted into Australian currency by VISAWorldwide, and calculated at a wholesale market rate selected by VISA from within a range ofwholesale rates or the government mandated ratethat is in effect one day prior to the Central Processing Date (that is, the date on which VISA processes the transaction).
3. All transactions made overseas on your Visa Card are subject to a conversion fee. Please refer to the Fees and Charges brochure for the current conversion fee.
4. Some overseas merchants and ePayments terminals charge a surcharge for making an ePayments transaction using your Visa Card. Onceyou have confirmed that transaction you will not be able to dispute the surcharge. The surcharge may appear on your statement as part of the purchase price.
5. The VISA hotline number is available at the beginning of these Conditions of Use.
1. This Section only applies to deposits made at ePayments terminals using your Visa Card.
2. Any deposit you make at an ePayment Terminal will not be available for you to draw against until your deposit has been verified by the ePayment Terminal and accepted by Regional Australia Bank.
3. Cheques will not be available to draw against untilcleared.
4. If the amount recorded by the ePayment Terminal as having been deposited should differ from the amount counted in the envelope by Regional Australia Bank, you will be notified of the difference as soon as possible andyou will be notified of the actual amount which has been credited to your Bank Account.
5. Regional Australia Bank are responsible for the security of your deposit after you have completed the transaction at the ePayment Terminal (subject to Regional Australia Bank verification of the amount you deposit).
1. You must not use your Visa Card:
(a) before the valid date or after the expiration date shown on the face of the Visa Card; or
(b) after the Visa Card has been cancelled.
2. You will continue to be liable to reimburse Regional Australia Bank for any indebtedness incurred through such use whether or not you have closed your Bank Account.
1. Regional Australia Bank do not warrant that merchants, ePayments terminals or ATMs displaying Visa Card or promotional material will accept the Visa Card.
2. Regional Australia Bank do not accept any responsibility should a merchant, bank or other institution displaying Visa Card signs or promotional material,refuse to accept or honour the Visa Card.
3. Regional Australia Bank are not responsible for any defects in the goods and services you acquire through the use of the Visa Card. You acknowledge and accept that all complaints about these goods and services must be addressed to the supplier or merchant of those goods and services.
1. You are liable for all losses caused by an unauthorised ePayments transaction unless any of the circumstances specified in this Section apply.
2. You are not liable for losses caused by unauthorised ePayments transactions:
(a) where it is clear that you have not contributed to the loss; and
(b) that are caused by the fraudulent or negligent conduct of employees or agents of:
(i) Regional Australia Bank;
(ii) any organisation involved in the provision of the ePayments system or BPAY®;
(iii) in the case of Visa Card - any merchant; or
(iv) in the case of BPAY ® - any biller;
(c) relating to a forged, faulty, expired or cancelled access method or any part of the access method;
(d) that are caused by the same ePayments transaction being incorrectly debited more than once to the same Account;
(e) resulting from unauthorised use of your access method or any part of your access method:
(i) before you receive all parts of your access method necessary for that unauthorised ePayments transaction; or
(ii) after you notify Regional Australia Bank that your access method of any part of your access method has been misused, lost or stolen or used without your authorisation, or where relevant, that the security of your pass code has been breached.
3. You will be liable for any loss of funds arising from unauthorised ePayments transactions if the loss occurs before you notify Regional Australia Bank that your access method or any part of your access method has been misused, lost or stolen or used without your authorisation, or, where relevant, the pass code has become known to someone else, and if we prove, on the balance or probabilities that you contributed to the loss through:
(a) your fraud or, where relevant, your failure to keep the passcode secure in accordance with Section 1; or
(b) unreasonably delaying in notifying Regional Australia Bank of the misuse, loss, theft or unauthorised use of the access method or any part of your access method or, where relevant, of the pass code becoming known to someone else, and the loss occurs between the time you did, or reasonably should have, become aware of these matters and the time of notification to Regional Australia Bank.
However, you will not be liable for:
(a) the portion of the loss that exceeds any applicable daily or periodic transaction limits;
(b) the portion of the loss on your Bank Account which exceeds the balance of your Bank Account (including any prearranged credit); or
(c) all losses incurred on any Bank Account which you had not agreed with Regional Australia Bank could be accessed using the access method.
4. Where a passcode is required to perform the unauthorised ePayments transaction and Section 20(3) does not apply, your liability for any loss of funds arising from an unauthorised ePayments transaction, if the loss occurs before you notify Regional Australia Bank that your access method or any part of your access method has been misused, lost, stolen or used without your authorisation, is the lesser of:
(b) the balance of your Bank Account, including any prearranged credit; or
(c) the actual loss at the time you notify Regional Australia Bank that your access method or any part of your access method has been misused, lost, stolen or used without your authorisation, or, where relevant, of the passcode becoming known to someone else (except that portion of the loss that exceeds any daily or periodic transaction limits applicable to the use of your access method or your Bank Account).
5. In the case of BPAY®, if you notify us that a BPAY® payment made from your Bank Account is unauthorised, you must provide us with a written consent addressed to the biller who received that BPAY® payment allowing us to obtain information about your Bank Account with that biller as is reasonably required to investigate the payment. If you do not give us that consent, the biller may not be permitted under law to disclose to us the information we need to investigate or rectify that BPAY® payment.
6. Notwithstanding any of the above provisions your liability will not exceed your liability under the ePayments Code, where the code applies.
7. If, in cases not involving ePayments Transactions, the Visa Card or PIN are used without authority, you are liable for that use before notification to Regional Australia Bank or the Visa Card Hotline of the unauthorised use, up to your current daily withdrawal limit.
1. You will not be responsible for any loss you suffer because the banking system, BPAY®, or an ePayments terminal accepted your instructions but failed to complete a transaction.
2. If there is a breakdown or interruption to our banking system or any BPAY® system, or malfunction to an ePayments terminal, and you should have been aware that it was unavailable for use or malfunctioning, we will only be responsible for correcting errors in your Bank Account and refunding any fees or charges imposed on you as a result.
1. You may cancel your Visa Card or your access to the App, Website, BPAY® or Osko® at any time by contacting us.
2. Notwithstanding any agreement with us (being Thriday), Regional Australia Bank may immediately cancel or suspend your Visa Card or your access to the Bank Account, internet banking (including the Website and App, BPAY® or Osko® at any time:
(a) for security reasons
(b) if you breach these ePayments Conditions of Use;
(c) you, or someone acting on your behalf, is being fraudulent;
(d) Regional Australia Bank suspect that you are using Osko® in a manner that is likely to affect Regional Australia Bank’s ability to continue providing Osko® to you or our other customers;
(e) if Regional Australia Bank cease to be a participant in Osko®;
(f) in the case of Visa Card Regional Australia Bank may cancel the Visa Card by capture of the Visa Card at any ePayments terminal.
3. Regional Australia Bank may cancel your Visa Card or your access to the Bank Account, BPAY® or Osko® ® for any reason by giving you 30 days notice. The notice does not have to specify the reasons for the cancellation.
4. In the case of Visa Card, you will be liable for any transactions you make using your Visa Card before the Visa Card is cancelled but which are not posted to your Bank Account until after cancellation of the Visa Card.
5. In the case of internet banking (including the App and the Website), Bpay or Osko® , if despite the cancellation of your access you carry out a transaction using the relevant access method, you will remain liable for that transaction.
6. Your Visa Card or your access to internet banking (including the Website or App) Bpay or Osko® will be terminated when:
(a) Regional Australia Bank notifies you that your Visa Card or access method has been cancelled;
(b) You close the last of your Bank Accounts with Regional Australia Bank to which the Visa Card applies or which has internet banking (including the App and Website) Bpay, or Osko® access.
7. In the case of Visa Card Access, Regional Australia Bank may demand the return or destruction of any cancelled Visa Card.
1. You should maintain a record of any regular payment arrangement that you have entered into with a Merchant.
2. To change or cancel any regular repayment arrangement you should contact the merchant or Regional Australia Bank at least 15 days prior to the next scheduled payment. If possible, you should retain a copy of this change/cancellation request.
3. Should your card details be changed (for example if your Visa Card was lost, stolen or expired and has been replaced) then you must request the merchant to change the details of your existing regular payment arrangement to ensure payments under that arrangement continue. If you fail to do so your regular payment arrangement may not be honoured, or the merchant may stop providing the goods and/or services.
4. Should your Visa Card or your Bank Accounts with us be closed for any reason, you should immediately contact the merchant to change or cancel your regular payment arrangement, as the merchant may stop providing the goods and/or services.
1. The PayID service is the NPP Payment addressing service that enables payers to make NPP Payments to payees using an alternative identifier instead of Bank Account Details.
2. Before you can create your PayID to receive NPP Payments into your Account, you have to satisfy Regional Australia Bank that you either own or are authorised to use your chosen PayID and you have an eligible Bank Account.
3. Whether you choose to create a PayID for your Bank Account or not, you and each Authorised User, may use a payee’s PayID to make particular types of NPP Payments to the payee from your Bank Account provided that:
(a) we and the payee’s financial institution support the NPP Payment Service;
(b) the payee’s account is able to receive the particular NPP Payment; and
(c) the PayID is not locked.
4. You may create a PayID as long as it is a supportedPayID Type. Some PayID Types, for example Organisation IDs, are restricted to business customers and organisations. Only eligible customers will be able to create a PayID that is a restricted PayID Type.
5. You must satisfy Regional Australia Bank that you own or are authorised to use your chosen PayID before you can use it to receive NPP Payments. This means Regional Australia Bank may ask you to provide evidence to establish this to our satisfaction, whether you are already registered for any other online payment services with us or not.
6. Depending on the policy of a payer’s financial institution, your PayID Name may be displayed to payers who send NPP Payments to you. At the same time you create your PayID, we will either enable you to:
(a) Confirm your selection of a PayID Name for display to payers; or
(b) Select an alternative PayID Name, such as your business name, for display.
7. Regional Australia Bank will not permit selection of a PayID Name that is likely to mislead or deceive a payer into sending you NPP Payments intended for another payee, or for which for nay any reason is appropriate. Regional Australia Bank will not create a PayID for you without your prior consent.
8. You may choose to create more than one PayID for your Bank Account.
9. Once a PayID is created and linked to your Bank Account, it may not be used in relation to any other account or with any other financial institution.
10. The PayID service does not support duplicate PayIDs. If you try to create a PayID for your Bank Account which is identical to another PayID in the service, you will see the following message “Unable to Register PayID”. You can contact Regional Australia Bank to discuss duplicate PayIDs. Regional Australia Bank cannot disclose details of any personal information in connection with duplicate PayIDs.
11. You can transfer your PayID to another Bank Account with or to an account with another financial institution by submitting a request to Regional Australia Bank.
12. A transfer of your PayID to another account with will generally be effective immediately, unless we notify you otherwise.
13. By creating your PayID you acknowledge that you authorise:
(a) Regional Australia Bank to record your PayID, PayID Name and Bank Account details in the PayID service;
(b) NPP Participants which are payers’ financial institutions will use your PayID information for the purposes of constructing NPP payment messages, enabling payers to make NPP Payments to you. Regional Australia Bank will disclose your PayID Name to payers for NPP Payment validation.
14. A transfer of your PayID to another financial institution is a two-step process initiated by you and completed by that financial institution. First, ask Regional Australia Bank to put your PayID into a transfer state and then complete the transfer via your new financial institution. Until the transfer is completed, NPP Payments to your PayID will be directed to your Bank Account. If the other financial institution does not complete the transfer within 14 days, the transfer will be deemed to be ineffective and yourPayID will remain with your Account. You can request transfer of your PayID at any time.
15. A locked PayID cannot be transferred.
16. To transfer a PayID that you created for an accountwith another financial institution to your Bank Account, you will need to start the process with thatfinancial institution.
17. You can close your PayID by contacting Regional Australia Bank or us.
18. You must notify Regional Australia Bank immediately if you no longer own or have authority to use your PayID.
19. Regional Australia Bank monitors PayID use to manage PayID misuse and fraud. Your PayID will be locked if Regional Australia Bank reasonably suspect misuse of your PayID or use ofyour PayID to procure NPP Payments fraudulently.
20. You can request to unlock a locked PayID. The PayID will be unlocked when it has been confirmedthat the PayID has not been misused.
21. Where we and the sending financial institution determine that an NPP Payment made to your Bank Account is either a Mistaken Payment or a Misdirected Payment, we may, without your consent, and subject to complying with any other applicable terms and conditions, deduct from your Bank Account, an amount up to the original amount of the Mistaken Payment or Misdirected Payment. We will notify you if this occurs.
1. You can make an Osko® payment which allows you to make everyday payments in a fast and versatile way.
2. Transaction limits may apply from time-to-time on the amount of Osko® Payments that you can make. These transaction limits are set out in the Fees and Charges brochure.
3. Money is transferred in near real-time with close to immediate funds availability, even if the individuals involved use different financial institutions or the payment is made over the weekend.
4. When you make an Osko® payment you must provide the bank account details or PayID of the person or business you wish to pay and the amount to be paid and the Bank Account from which the amount is to be paid.
5. Not all Australian accounts will be able to receive payments via the NPP. Your Osko® payment will only be effected if you provide all the specified information.
6. In order to make an Osko® payment you do not have to have a registered PayID.
7. When you direct an Osko® payment or a payment request to a PayID your full legal name and last known address as held by Regional Australia Bank will be provided to the receiving financial institution. This information will not be provided to the payment recipient and will be disposed of by the receiving financial institution in accordance with the Privacy Act (1998) (Cth).
8. When you direct an Osko® payment or payment request to a PayID connected to a joint Account, other Account holders may be able to see the messages and notifications associated with the payment or payment request. Similarly, depending on the settings you choose for your PayID, other authorised signatories on your Bank Account may be able to see messages and notifications associated with Payments and Payment Requests addressed to your PayID.
When initiating a Transaction, you might direct the Transaction to an incorrect account if you get a PayID wrong. To try to avoid this, we will ask you to verify that you have the right PayID. You will be presented with the associated PayID Name as an additional confirmation of the intended recipient before you submit a transaction
1. Regional Australia Bank will attempt to make sure that your Osko® payments are processed promptly by participants, and you must tell Regional Australia Bank if:
(a) you become aware of any delays or mistakes in processing your Osko® payment;
(b) you did not authorise an Osko® payment that has been made from your Bank Account; or you think that you have been fraudulently induced to make an Osko® payment.
Please keep a record of the Osko® receipt numbers on the relevant bills.
2. When you want to send a payment direction you must give provide the recipients PayID, their name, the amount of the transfer and the account payment the transfer is to come from. You should ensure all information you provide in relation to an Osko® payment is correct as an Osko® payment instruction is irrevocable.
3. Except for scheduled or recurring payments, you cannot stop Osko® payments once you have made it and it cannot reverse it.
4. Regional Australia Bank will treat your Osko® payment instruction as valid if, when you provide it, you use the correct access method.
5. You should notify Regional Australia Bank immediately if you think that you have made a mistake (except for a mistake as to the amount you meant to pay) when making an Osko® payment or if you did not authorise an Osko® payment that has been made from your Bank Account.
Note: You must provide written consent addressed to the payee who received that Osko® payment. If you do not give that consent, the payee may not be permitted under law to disclose the information needed to investigate or rectify that Osko® payment.
6. An Osko® payment is treated as received by the payee to whom it is directed:
(a) upon receipt of a successful payment notification approximately 15 seconds after the transfer has been submitted; and
Note: An Osko® payment may take longer to be credited to a payee if there is anything suspicious about the payment that requires investigation.
(b) notwithstanding this, a delay may occur processing a Osko® payment if a payee, oranother financial institution participating intheNPP,doesnotcomplywithits Osko® obligations.
7. You must be careful to ensure you advise the correct amount you wish to pay. If you make a Osko® payment and later discover that:
(a) the amount you paid was greater than the amount you needed to pay - you must contact the payee to obtain a refund of the excess; or
(b) the amount you paid was less than the amount you needed to pay - you can make another payment for the difference between the amount you actually paid and the amount you needed to pay.
8. If you are responsible for a mistaken Osko® payment and it cannot be recovered fromthe person who received it within twenty (20) banking business days of attempting to do so, you will be liable for that payment.
9. Please see the Fees and Charges brochure for current fees and charges in relation to Osko® Payments.
You may schedule Osko® payments in advance of the time for payment as well as scheduling recurring Osko®payments. If you use this option you should be aware of the following:
(a) you are responsible for maintaining, in the Bank Account to be drawn on, sufficient cleared funds to cover all future-dated Osko® payments (and any other drawings) on the day(s) you have nominated for payment or, if the Bank Account is a credit facility, there must be sufficient available credit for that purpose;
(b) if there are insufficient cleared funds or, as relevant, insufficient available credit, the Osko® payment will not be made and you may be charged a dishonour fee. Please refer to our Fees and Charges brochure.
(c) you are responsible for checking your Bank Account transaction details or Bank Account statement to ensure the future-dated payment is made correctly; and
(d) you should contact Regional Australia Bank if there are any problems with your future-dated payment.
Where Regional Australia Bank and the sending institution determine that an NPP Payment made to your Bank Account is either a Mistaken Payment or a Misdirected Payment, Regional Australia Bank may, without your consent, deduct from your Bank Account an amount up to the original amount of the Mistaken Payment or Misdirected Payment. We will notify you if this occurs.
CUSTOMER OWNED BANKING CODE OF PRACTICE
Customer owned banking delivers member-focused, competitive services. Mutual Banks are customer-owned financial institutions committed to putting their members first. The Customer Owned Banking Code of Practice, the code of practice for customer owned banks, is an important public expression of the value Regional Australia Bank place on improving the financial wellbeing of our customers and their communities.
Our 10 Key Promises to you are
1. Regional Australia Bank will be fair and ethical in their dealings with you
2. Regional Australia Bank will focus on their customers
3. Regional Australia Bank will give you clear information about transaction products and services
4. Regional Australia Bank will be responsible lenders
5. Regional Australia Bank will deliver high customer service and standards
6. Regional Australia Bank will deal fairly with any complaints
7. Regional Australia Bank will recognise member rights as owners
8. Regional Australia Bank will comply with their legal and industry obligations
9. Regional Australia Bank will recognise their impact on the wider community
10. Regional Australia Bank will support and promote this Code of Practice.
You can download a copy of the Customer Owned Banking Code of Practice here www.customerownedbanking.asn.au/consumers/cobcop
If you have a complaint about Regional Australia Bank’s compliance with the Customer Owned Banking Code of Practice you can contact
Code Compliance Committee Mutuals
PO Box 14240
Melbourne VIC 8001
Phone: 1300 78 08 08
Fax: 03 9613 7481
The Code Compliance Committee (CCC) is an independent committee, established in accordance with the Code, to ensure that subscribers to the Code are meeting the standards of good practice that they promised to achieve when they signed up to the Code. The CCC investigates complaints that the Code has been breached and monitors compliance with the Code through mystery shopping, surveys, compliance visits and complaint handling.
Please be aware that the CCC is not a dispute resolution body.
Australian Financial Complaint Authority (AFCA)
To make a claim for financial compensation we recommend you contact Regional Australia Bank first. You can contact Regional Australia Bank’s external dispute resolution provider, the Australian Financial Complaints Authority, directly. However, they will refer the complaint back to Regional Australia Bank to see if it can be resolved directly with you before involving them.