Frequently asked questions

Find the answer to our frequently asked questions here. We're here to help, so if you can't find the answer here, give us a call.

A variable product means that your interest rate may change throughout the term of your loan, as it’s influenced by the market. While a fixed interest rate means you’ve locked in a rate for the duration of your loan.

Our secured personal loans require you to secure the loan with the asset you are purchasing, such as your car, bike, caravan, or new jet ski.

On the other hand, an unsecured loan does not require you to secure your loan with an asset.

It’s a feature of your loan which will allow you to redraw any additional repayments you’ve made to your loan.

A offset account is a transaction account which is linked to your loan and also helps you reduce the interest you pay. Your loan account balance is reduced by the balance of your offset account for the purpose of calculating interest. For example, if you had a loan balance of $25k, and $10k in your 100% offset account, you would only pay interest on $15k of your loan balance.

Absolutely! If you like the certainty of fixed repayments, but also want the flexibility that a variable product provides, then chat to us about splitting your home loan, so it’s right for you. Plus you can decide how much is fixed vs. variable.

How does it work? If you’d like to borrow $250K in total, you can choose to take out two smaller loans, which equal the total loan amount. For example, you might decide to fix $150K and keep $100K as a variable loan. Your fixed component will provide you with certainty should interest rates rise. On the other hand, your variable loan will give you the flexibility to pay off your mortgage faster. Call us on 1300 132 249 or contact us to find out more.

If you’re dealing with any financial hardship, get in touch with us. We’re here to help. You can read more about how to make a financial hardship request here.

If you’re over the age of 18, plus a citizen or a permanent resident of Australia, you may be eligible to apply for a home loan. Other eligibility, terms and conditions may apply.

Much like other financial institutions, there’s a range of factors we take into consideration when we’re setting our lending rates. However, as a mutual credit union, we do not rely on the cash rate set by the Reserve Bank of Australia (RBA) to set our interest rates. We use the money our members deposit with us to fund our lending portfolio, so the RBA cash rate serves as more of an industry benchmark and isn’t directly influential. We always strive to find an equitable balance between our depositor members and our borrowing members.

Unlike banks, we reinvest our profits back into the Credit Union to provide better products and services, so we can continue to offer competitive rates to both depositing and lending members.

There are a few simple ways you can apply for a home loan:

  1. Apply online,
  2. Call us on 1300 132 249,
  3. Visit your local branch, or
  4. Arrange an appointment with one of our mobile lenders.

Your borrowing power relies on a number of different factors, like how much of a deposit you’ve saved and your current financial status.

 

Investment Loans:

The maximum we can lend you for investment loans is 80% LVR with LMI approval, subject to lending criteria.

 

Owner-occupied Home Loan:

The maximum we can lend you for an owner occupied home loan is 95% LVR or 90% for refinancing purposes, subject to lending criteria.

To find out exactly how much you can borrow, we recommend you get in touch with us to find out exactly how much you can borrow, OR check out our borrowing calculator, to get a feel of how much you can borrow.

The term of your home loan is up to you and the amount of money you end up borrowing. You can take out a loan for 5 years or up to 30 years. Your repayments each month will also influence the length of your loan with us.

You can pay off your loan in a few ways! Either through direct credits into your loan, salary deductions or simply depositing cash at our branch. It’s really that simple.

With the exception of our fixed rate home loans, you can pay out your home loan early without any additional fees. Check out our Fees and Charges to find out more.

Certainly! Most of our variable rate home loans you can make additional repayments with no fee or penalty. However, a fee may apply for a fixed rate home loan. Refer to our Fees and Charges or call us on 1300 132 249.

Yes! You can fix all, or part of, your variable home loan. Get in touch to find out how.

We only pass on the cost of any external fees we’re charged, including the valuation of your property and any legal fees. These fees will vary depending on your property.

If you’d like to read more about these fees, and any others, download our Fees and Charges.

Our variable rate home loans allow you to top up your loan, subject to credit approval. Top up is not available on our fixed rate home loans. You simply need to get in touch with us to set this up.

Yes, we offer both interest only and principal and interest home loans.

Once you’ve been approved for one of our home loans, the offer is valid for 90 days, from the date of the offer.

Most of our home loan products allow you to redraw equity from your home loan. Check your product features to make sure it’s available to you.

This really depends on a number of factors. When you refinance your home loan, you’re reapplying to transfer your current home loan to a new home loan so you can apply for a larger amount, however you will be assessed in terms of affordability and a credit check will be undertaken.

Refinancing your home loan is when you move your home loan to another financial institution.

Clearing a web browser cache is easy, no matter what web browser you are using.

The link below provides all the steps for the most popular web browsers:

http://www.refreshyourcache.com/en/home/

moneytree is our mobile banking app for Android and iPhone. It’s mobile banking made easy and allows you to access your account and do your banking anywhere, anytime.

 

Learn more about our moneytree app here.

Yes. The system will require you to change your password the first time you use internet banking.

 

The login password will need to be a minimum of 8 characters long and contain 3 out of the following 4 formats:

  • At least one capital case character (A-Z).
  • At least one lower case character (a-z).
  • At least one number (0-9).
  • At least one special character out of the following (!#%*()-+=/) .

Don’t forget, passwords are case-sensitive.

 

You can change your password at any time. For your own security, we actually recommended you do so on a regular basis. To change your password, log into your account and search for “Change your password” under the “Personal” tab.

 

Please refer to the Conditions of Use for more information on security of your access code.

We understand that this happens to the best of us. You’ll need to notify us to let us know your access code is not working or that you’ve forgotten your code. We’ll then issue you a new code after we’ve performed the appropriate identity checks.

You can transfer funds either between your own accounts and external bank accounts online through internet banking or our moneytree mobile banking app or our team can help you with this, through our contact centre or in our branch.

 

To transfer to an external bank account you need the correct BSB, account number and account name of the bank you’re transferring to. You need to make sure the correct details are provided to avoid your transfer payment being delayed or returned, or credited to an incorrect account.

 

For your account security these may be subject to daily limits.

You may be required to print out an account transaction history for certain purposes. To ensure that you print out the most current version branded with the Illawarra Credit Union logo, follow the steps below.

  1. Select the ‘Accounts’ tab from the main menu via internet banking;
  2. Select ‘Transactions/Account Details’;
  3. Select the relevant account by clicking on the drop down arrow on the right-hand side to view all accounts;
  4. Either click ‘File’ at the top of your screen and select ‘Print’ OR right-click somewhere on the page and select ‘Print’.

You can view your transaction history in one of two ways:

  1. On the main menu of internet banking, select the relevant account by clicking on the drop-down arrow on the right-hand side of the default account name & number

You should be able to see your most recent transactions straight away.

OR

  1. Select the ‘Accounts’ tab from the main menu via internet banking;
  2. Select ‘Transactions/Account Details’;
  3. View all accounts by clicking on the drop down arrow on the right-hand side of your account name & number and choose the relevant account

This gives you the ability to tailor the transaction listing you see (e.g. to view and search certain types of transactions or transactions between certain dates).

Your daily transfer limit is set at $5,000 for EFT transfers and $5,000 for BPAY®.

When you log into internet banking, your account will display the last 12 months of your transaction history

Visa payWave is a contactless method of payment. It is a simple, secure and quick way to pay for transactions up to $100, with a maximum of $500 per day. Visa payWave allows you to ‘tap’ your card on a contactless POS terminal to make transactions up to $100, rather than ‘swiping or inserting’ your card into the POS terminal.

 

How do I change my card PIN?

Follow these simple steps to change your PIN in our moneytree app, or internet banking.

moneytree app

  • Log and select ‘cards’ from the menu;
  • Select ‘Change PIN’ and follow the prompts.

Internet Banking

  • Login and select ‘Accounts’;
  • Select ‘Card PIN Change’ and follow the prompts.

 

No, a Visa Debit card is linked to the funds available in your account. So, if you attempt to make a purchase, which exceeds your available funds, the transaction will be declined.

Yes. In additional to the 24/7 monitoring, we have in place here at the Credit Union, there are a number of security features for Visa cards including:

  • Ultra-short read range – generally less than 4cm;
  • Each Visa payWave card has its own, unique, built-in, secret key, which is used to generate a unique code for every Visa payWave transaction;
  • Every Visa payWave transaction is authorised securely; and
  • The power and global reach of the VisaNet* system to help prevent fraudulent transactions.

*VisaNet is the global payment system, including security and technology which operates the Visa network.

A number of merchants are also part of the Verified by Visa program. This means you may be asked to answer additional security questions before you can complete the purchase online.

Even for transactions not covered by Visa Zero Liability, there is protection against unauthorised or fraudulent activity on your account under the ePayments Code (monitored by the Australian Security and Investment Committee).

Also remember, you remain in control of your card during the entire transaction, further reducing the risk of fraud.

All Visa card holders are also protected by Visa’s Zero Liability policy, so you won’t be held responsible for fraudulent charges or unauthorised purchases made with your card or account information. The policy covers you when you:

  • Transact using payWave;
  • Complete a transaction online or over the phone;
  • Select credit option and enter PIN; or
  • Make an overseas and/or domestic transaction and select the credit option.

The policy covers Australian and New Zealand-issued cards and does not apply to ATM transactions, transactions not processed by Visa or certain commercial card transactions.

With a Visa Debit card, you’ll be able to make purchases online, over the phone and with a merchant wherever Visa is accepted. The same card also gives you access to Australian and international ATMs where the Visa card logo is displayed.

It also makes paying for the everyday easier with Visa payWave. You can simply tap your card to quickly and securely process transactions up to $100, with a maximum of $500 per day.

You’ll also have access to our mobile payment solutions, including Android, Apple and Samsung Pay.

Unfortunately, you cannot opt-out of payWave. However, the way in which you use your card is up to you – whether it’s using payWave or selecting ‘savings’ and entering your PIN.

Our members can easily avoid a $2.50 ATM operator fee by accessing one of the 10,000 ATM’s which provide ATM operator fee free withdrawals. To view a full list of banks with fee free ATMs visit www.ratecity.com.au/bank-accounts/news/banks-allow-free-atm-withdrawals

Plus, with PayWave, our Pays solutions (Google Pay, Apple Pay, Samsung Pay, Garmin Pay and Fitbit Pay), paying for everyday items is easier and fee free. Note, some retailers might charge a fee for using their EFTPOS facilities.

You’ll need to activate your card before you can use it. But don’t fret we’ve made it simple for you.

You can activate your card in minutes by:

  • Internet banking – simply log in and select ‘Accounts’ and then ‘card activation’ and follow the prompts.
  • moneytree mobile banking app – log in and select ‘cards’ from the menu, and follow the prompts.
  • Give us a call on 1300 132 249.

Follow these simple steps to let us know if your card has been lost, damaged or stolen.

  • Login into the moneytree app
  • Select ‘cards’ from the home screen
  • Select the card
  • Tap “need help with your card?’
  • Choose from one of the 3 options
    • ‘Damaged your card?’
    • ‘Card been stolen?’
    • ‘Lost your card?’
  • Damaged card
    • Select ‘Yes’
    • Confirm your address
    • A stop will be put on your card and a replacement card will be ordered
  • Stolen card
    • Select ‘yes’
    • Confirm your address
    • A stop will be put on your card and a replacement card will be ordered
  • Lost card
    • Select ‘yes’
    • Confirm your address
    • A stop will be put on your card and a replacement card will be ordered

If you don’t have the app you can download it here.

You can also get in touch on the below contact numbers –

Visa Debit
1300 132 249
Contact centre hours

1800 648 027
Outside business hours

You can certainly use your VISA card overseas. Note you’ll be charged a few fees including a 3% fee of the purchase or withdrawal amount. You may also be charged a foreign ATM withdrawal fee. Remember to factor in the conversion rate.

Don’t forget to let us know when you’re leaving so we can keep an eye on your transactions while you’re away.

Yes, we’re here to help.

 

You’ll need to contact the VISA hotline on +1 303 967 1090. There will be a fee of approximately $50-350 for your emergency card.

If you’ve forgotten your PIN or want to change it, you can do this anytime! Simply log onto internet banking or our mobile banking app, moneytree, and follow the prompts.

Looking to update or provide us with your TFN? This is something we’ll need to chat to you about.

Give us a call on 1300 132 249 or email our team at here.

Unless you’ve provided us with your Tax File Number (TFN) or TFN exemption, withholding tax may apply to interest earned on your account(s).

We are authorised under the Income Tax Assessment Act to collect TFNs of account holders. You’re not obliged to provide us with your TFN or TFN exemption, but if you don’t or have an overseas home address, we’re required by law to withhold tax.

The money we withhold is paid to the Australian Taxation Office (ATO).

If you need to cancel a direct debit from a service provider/merchant (gym, food delivery service), or bill (insurance, mobile service provider), you can ask us to cancel your direct debit request and we will process the cancellation. Once we’ve completed the cancellation, it is strongly advised that you call the company and make them aware of the change.

Despite the similar name, direct debiting differs from paying with a debit card. From your point of view, as the consumer paying the bill, both payment methods work almost identically. The only difference is that with direct debiting you enter your account number and BSB number, while with debit-card payments you enter your card details.

There are time limits on making a chargeback, for the Illawarra Credit Union, we request written notification within 120 days from the transaction date. We encourage you to submit a claim as soon as possible.

Keep all forms, emails, documents or web pages you have filled in, read or received. You may need them to support your claim.

You may be able to request chargebacks for many reasons. The most common are when:

You pay for products or services with a debit or credit card, and:

  • the products or services received are not as described
  • you do not receive the products or services at all or within the agreed timeframe
  • there are duplicate or fraudulent transactions
  • charges are made without permission
  • unrecognised transactions appear
  • the business stops operating and does not supply the purchased product or service

There are circumstances when a chargeback may not be available. For example, if you:

  • paid with cash, money transfer, cheque, direct debit or BPAY
  • are eligible to lodge an insurance claim
  • have already been compensated

A chargeback is like a refund – it reverses a transaction made on a debit or credit card.

A chargeback takes place between the cardholder’s and retailer’s banks. When a cardholder asks for a chargeback, the retailer’s bank may agree to pay back funds to the cardholder’s bank.

Telephone banking gives you 24 hour access to your accounts from your phone. It’s a free service, which costs the price of a local call, regardless of where you’re calling from in Australia. Enjoy the perks like:

  • Access the balances of loans, savings and term deposit accounts
  • Transfer money between your accounts and other pre-nominated members’ accounts
  • Get your last 5 transactions (up to max 15 transactions)
  • Find out your interest earned last Financial Year
  • Change your access code
  • Pay your bills using BPAY®

You can view the interest you’ve earned on an account via your e-statement, through internet banking or on our moneytree mobile banking app. Your year end June statement will also show your annual interest earned for tax purposes.

You can open a new account online, by calling us on 1300 132 249 or by visiting our branch.

You can set up a direct credit to one of your accounts through Internet Banking, giving us a call on 1300 132 249, or by visiting our branch.

Direct debits need to be set up via your external provider – simply provide them with our BSB and your account number to have funds deducted as per your agreement.

Cheques usually take 3 business days to clear. This doesn’t include the initial day of the deposit, and any public holidays.

Transfers to other financial institutions usually take up to 3 days.

Our members can easily avoid a $2.50 ATM operator fee by accessing one of the 10,000 ATM’s which provide ATM operator fee free withdrawals. To view a full list of banks with fee free ATMs visit www.ratecity.com.au/bank-accounts/news/banks-allow-free-atm-withdrawals

Plus, with PayWave, our Pays solutions (Google PayTM, Apple Pay®, Samsung Pay®, Garmin PayTM and Fitbit PayTM), paying for everyday items is easier and fee free. Just note, some retailers might charge a fee for using their EFTPOS facilities.

We’ll be sad to see you go, but our staff can assist you with closing your account or membership.

 

Submit a general enquiry online, call us on 1300 132 249 or pop into our branch.

The Illawarra Credit Union BSB number for all accounts is 802 249.

If an account is dormant for greater than 7 years, any unclaimed money (greater than $500) left in the account, is claimed by the Government. To claim this money back you must visit your local branch. Bring along photo ID so we can re-identify you and we will request this money back from the Government.

This process will take a minimum of 10 days, after which you will need to revisit the branch to collect a cheque or, if you prefer, we can arrange to have the cheque sent to you.

To cancel a direct debit on your account, you can contact either the biller or us. If you contact us we will be able to stop the debit. However, we suggest that you also notify the biller of the change.

You’ll need to go to a JP or a solicitor. Bring the original document and a photocopy and they’ll assist you.

We’ll need a certified copy of the death certificate, a Will (if applicable) and your solicitor’s details, if you’re using one. We will then advise if any further information is required on receipt of this. For more information, please get in touch with our team.

There are a few ways you can increase your transfer limit.

Send us a message via our moneytree mobile banking app, through internet banking, pop into our branch, or call us on 1300 132 249.

You’ll need to provide photo ID when you become a customer. A driver’s license or a passport will be acceptable.

 

If you don’t have any photo identification, don’t fret, get in touch with us to discuss an alternative and we’ll help you sort it out.

Yes.

In the unlikely event that a bank, Building Society or Credit Union becomes insolvent, the Australian Government may activate the Financial Claims Scheme, which enables quick access to deposits that are protected under the Scheme.

The Scheme is also referred to as the Australian Government Guarantee on Deposits. Under the Scheme, certain deposits are protected up to a limit of $250,000 for each account-holder at any bank, Building Society or Credit Union that is authorised by the Australian Prudential Regulation Authority (APRA). These institutions are known as authorised deposit-taking institutions (ADIs).

For more information refer to www.fcs.gov.au.

Bank@Post gives you the ability to make deposits and withdraw cash at Australia Post branches. It’s safe, secure and ensures that you can bank anywhere a Bank@Post is offered.

With Bank@Post you can:

  •  Deposit up to $9,995.95 in cash per day;
  •  Deposit cheques; and
  •  Make up to $2,000 of withdrawals per day.

You’ll need to bring your Illawarra Credit Union Visa Debit Card. Don’t have a Visa Debit card? Call 1300 132 249 or complete our short form and we’ll have one posted to you.

Find out more about Bank@Post here.

Fees & charges may apply, click here for all the details.

You can withdraw up to $5,000 in a single day. If you need to withdraw more, get in touch with us and let us know, as we’ll need 24 hours notice.

If you’re dealing with any financial hardship, get in touch with us. We’re here to help. You can read more about how to make a financial hardship request here.

The Illawarra Credit Union BSB number for all accounts is 802 249.

Telegraphic transfers are an easy way to send large amounts of money overseas quickly. Through our partnership with Convera, you are able to send payments to most countries in the world in over 200 different currencies. A telegraphic transfer transmits funds electronically to an overseas bank account in a specified currency. Funds are deposited directly into the payee’s bank account where they can be easily accessed by the payee.

Here’s how:

  1. Log onto Internet Banking;
  2. Go to the Payments tab;
  3. Select International Transfers; and
  4. Follow the country specific information and prompts

Alternatively, you can:

  • contact us on 1300 132 249;
  • visit our branch.

Note, a normal transfer takes between 48 and 72 hours. Payments can be made between local and overseas organisations or people. Fees will apply. View our Fees and Charges.

 

Absolutely! You don’t have to wait for your paper statement, you can view it online. It’s easy.

  • Log into your internet banking account;
  • Select your account;
  • Click on ‘view statements’.

Pay with iPhone with Face ID

  • To use your default card, double-click the side button, then glance at your iPhone to authenticate with Face ID, or enter your device passcode.
  • Hold the top of your iPhone within a few centimetres of the contactless reader until you see Done and a tick on the display.

Pay with iPhone with Touch ID

  • To use your default card, rest your finger on Touch ID.
  • Hold the top of your iPhone within a few centimetres of the contactless reader until you see Done and a tick on the display.

How to use Apple Pay link: https://support.apple.com/en-au/HT201239

Pay with Apple Watch

  • To use your default card, double-click the side button and hold the display of your Apple Watch within a few centimetres of the contactless reader.
  • Wait until you feel a gentle tap.

When you strap your Apple Watch to your wrist you will be prompted to enter the device passcode. This will enable Apple Pay. If the Apple Watch is removed from your wrist, so skin contact is lost, Wrist Detect detects that skin contact has been lost and Apple Pay and the NFC feature are deactivated.

You do not need to download any additional app to use Apple Pay. The latest version of iOS and watchOS is required to set up cards in Apple Pay. Set up Apple Pay link: https://support.apple.com/en-au/HT204506

How do I add a card to Apple Pay?

Adding a card to Apple Pay is different depending upon device:

iPhone

  • Open the Wallet app
  • Tap the + in the upper right corner, follow the prompts
  • Add the card details by either:
    • Entering the card’s security code to add the credit or debit card you use with iTunes
    • Using the camera to capture the card information
    • Typing the card details in manually

 

Apple Watch

  • Open the Apple Watch app on your iPhone
  • Tap Wallet & Apple Pay and then Add a new Credit or Debit Card, follow the prompts
  • Add the card details by either:
    • Entering the card’s security code to add the credit or debit card you use with iTunes
    • Using the camera to capture the card information
    • Typing the card details in manually

iPad

    • Go to Settings
    • Tap Wallet & Apple Pay and then Add Credit or Debit Card, follow the prompts
    • Add the card details by either:
      • Entering the card’s security code to add the credit or debit card you use with iTunes
      • Using the camera to capture the card information
      • Typing the card details in manually

Find out more here.

Yes, you will be able to view the last 10 transactions made using Apple Pay on that device within the Wallet app. eftpos transactions made using your Illawarra Credit Union Visa Card with Apple Pay can currently only be viewed via internet banking and the moneytree app.

To update your Card on iPhone and Apple Watch

  • Remove your visa debit Card from Apple Pay on your iPhone
    • Open Wallet, tap your Illawarra Credit Union Visa debit card, tap , then tap Remove Card.
  • Remove your Illawarra Credit Union Visa debit card from Apple Pay on your Apple Watch
    • Open the Watch app on your iPhone, go to the My Watch tab, tap Wallet & Apple Pay, tap the card, then tap Remove Card.
  • Add your Illawarra Credit Union Visa debit card back into Apple Pay on your iPhone
    • On iPhone, Open the Wallet app, tap the “+” sign in the upper-right corner then tap ‘Add a Different Card’ follow the prompts. (Do not choose previously provisioned card option)
  • Update your Card on Apple Watch
    • Add your Illawarra Credit Union Visa debit car back to Apple Pay on your Apple Watch
    • Open the Apple Watch app on your iPhone, tap “Wallet & Apple Pay” tap “Add Card” and select ‘Add a Different Card’ at the bottom of the screen, follow the prompts (Do not choose previously provisioned card option)
    • For more information visit: https://support.apple.com/en-au/HT209137

Is there a minimum age to use Apple Pay?

Yes, Apple Pay isn’t available to customers under 13 years of age.

For more information please visit: https://support.apple.com/en-us/HT204506 

Once you have reported your card as lost or stolen through the moneytree app, we’ll order a new card. Your wallet will be automatically updated to remove the old card, and replace it with a new one, so you can continue making contactless payments, while waiting for your new card to arrive in the post!

Allow up to 48 hours for your new card to appear.

If there is no will, the next of kin will need to act on behalf of the estate. Alternatively, an administrator will need to be appointed by the Supreme Court in the state or territory where the assets are held. Please contact your local branch with the Death Certificate, and explain to them that a Will has not been located.

You’ll need to inform us as soon as possible so that we can start to help you through the process. Please notify us either in person, online or in writing. When available, you’ll also need to provide Illawarra Credit Union with a certified copy of proof of death and a Will (if applicable).

It is common that payments will need to be made to the deceased’s accounts in the months following their passing. Examples of these payments are Superannuation benefits, shares, tax refunds, lost super cheques in the ‘estate of deceased person’s name, and so on. Re-opening a closed account in the name of the deceased can be a complex, lengthy and time consuming process. Keeping accounts open ensures that funds can be easily accepted into the estate.

No, all Power of attorneys, Guardianships and authorised signatories cease once a person is deceased. Upon their passing, only the next of kin, or Executor/Administrator/Legal representative will have the authority to engage with the bank regarding the deceased’s account.

We assess each estates circumstances on a case-by-case basis. Sometimes, we may require probate or Letters of Administration to be granted in order to release the funds. If this is the case, you’ll be advised.

The death certificate can usually be obtained from the Registry of Birth, Deaths and Marriages in your state or territory.

As the circumstances of each matter vary considerably, so too will the amount of time taken to settle each deceased estate. However, the earlier we receive all required documentation, the quicker we will be able to process the request.

This is a legal requirement. The Anti-Money Laundering and Counter-Terrorism Act 2006 states that all signatories must be identified if instructing a financial institution about a deceased estate’s funds before such moneys can be released.

We’re able to pay some components of the funeral bill from the available estate funds when you provide us with an original invoice.

Once we have received the original tax invoice from the funeral director, only the funeral bill can be paid for directly from the deceased’s account. If you would like to claim for funeral costs already paid, we’ll need the original receipt – in addition to the tax invoice – to reimburse any payment.

If there aren’t enough funds in the account to cover the invoice, we’ll consider alternatives and look to compensate the funeral director with other available funds from the estate. No other related expenses such as the wake, headstone or memorial can be paid from the deceased person’s account.

Illawarra Credit Union will usually not release funds from our late customer’s account(s) to pay for additional kinds of funeral expenses, for example the wake, flights etc.

It’s normal to receive a final statement for any transaction account once it’s been finalised, showing a nil balance. Please also note that when accounts have a debit or small credit balance, you’ll continue to receive statements until the balance is nil.

If you continue to receive mail in our late customer’s name beyond this point, please contact us on 1300 132 249.

Safe Custody is the safe keeping of important documents and valuables. Items commonly requested by customers to be held in safe custody by the bank include property deeds, a Will, as well as other valuables and documents. Should you require access to a safety deposit box to get the will, you will need at least one of the proof of death requirements (a Medical Certificate, Death Certificate, Funeral Bill, Solicitor’s or Coroner’s Letter, Grant of Probate, Letters of Administration or a Probate Bond). When accessing the safety deposit box, you will be in the presence of two bankers, and only able to remove the Will if you are named as an executor of the will, or can prove you are an authorised nominee of the executor/s.

If you notice any unauthorised transactions on your account, please contact us immediately and we can investigate this for you. You also have 24/7 access to our card management services via our moneytree app, which means you can place a temporarily hold on your card or cancel it, if you think it’s been lost or stolen.

There are a few way you can protect yourself.

Check out some handy tips suggested by the Australian Government by visiting Scam watch.

Give us a call quick smart and we’ll help you out. We’ll freeze your account and give you an alternative to access your money while we look into the matter for you.

 

1300 132 249
Monday – Friday: 8:30am – 5:30pm (AEDT)
Saturday: 9am – 1pm (AEDT)

 

1800 648 027
Outside business hours

We have employed a range of security measures to help protect your personal information and transactions. These measures extend from data encryption to firewalls to automatic timeouts. Therefore, when you do your banking online with us, you can be assured that your banking is safeguarded and protected.

 

Learn more about our online security practices.

Your banking safety is our priority. So, to ensure there’s no unauthorised access to your membership, we’ve put some measures in place:

  • Access will be locked after 3 incorrect attempts at logging into internet banking. After midnight on that day, your account will be automatically ‘unblocked’ and you will be able to gain access again by entering a correct password.
  • If you are logged-on to internet banking and haven’t used it for a period of 5 minutes, you will be automatically logged-off and will need to re-enter your member number and password to gain access.
  • The access code you’re issued on registration will only be valid for 24 hours, after this time has expired, you will need to register again.
  • Check your transaction history regularly to identify and report any suspicious activity as soon as possible, or any instances where internet banking has been used without your authority.
  • Check your last login details when you log into internet banking. These will appear on the introduction page each time you log in. Make sure you notify us immediately if the last login details are incorrect.
  • If your internet banking account becomes locked, you’ll need to contact us to request that your internet banking access be reinstated.

When you add your Illawarra Credit Union Visa Card to Apple Pay, the card will be defaulted to the Visa network for payments with Apple Pay.

To change the payment network on iPhone

  • Open the Wallet app,
  • tap on your Illawarra Credit Union Visa Card
  • tap the symbol and choose the network.
  • You can also change the payment network prior to tapping your device. Simply, authenticate, choose network on screen, then tap device for payment.

 

To change the payment network on Apple Watch

  • double-click the side button and select your Illawarra Credit Union Visa Card
  • firmly press the display and choose the network.

Google PayTM is a free app that allows you to pay with your Illawarra Credit Union card with a tap of your phone while enjoying the same benefits and protection of your physical card. Add an eligible credit card and you’re ready to tap and pay for purchases. Use Google Pay in participating mobile apps and anywhere contactless payments are accepted.

To learn more, visit www.support.google.com/googlepay.

Yes. Google PayTM has a number of security features:

  • Your physical card number is not stored on your phone
  • Just like a contactless transaction with your Illawarra Credit Union card, Google Pay will not work for purchases over $100 unless you enter your PIN at the terminal
  • If your phone is ever lost or stolen, you can use Android Device Manager (www.google.com/android/devicemanager) to instantly lock your device, or even wipe it clean of any personal information
  • You will continue to enjoy $0 liability for unauthorised transactions the same as when using your physical card

All smartphones that are enabled with NFC technology, have Android KitKat 4.4 or above operating system and have an Australian carrier, are compatible with Google Pay.

  1. Wake your phone by tapping the home or power button
  2. Hold the back of your smartphone over the contactless symbol at checkout when prompted by the cashier
  3. If the transaction is over $100 you will need to enter your card PIN at the terminal
  4. Confirm with the merchant that the Google Pay transaction has been accepted and collect your receipt
  5. To make a purchase in a mobile app, select Google Pay at checkout. Your Illawarra Credit Union card and address details will be automatically added

Certain online card transactions will now require a ‘One Time Password.’  A ‘One Time Password’ is a security system we use to verify your identity online, to make sure it’s actually you making the purchase. When requested, we will send a six digit numeric code to your mobile number, for you to then enter into the provided field. The system will then verify your identity using this code, and allow you to proceed with the purchase.

  1. Review the DocuSign email – Open the email and review the message from the sender. Click REVIEW DOCUMENTS to begin the signing process.
  2. Agree to sign electronically – Review the consumer disclosure and select the checkbox I agree to do business electronically. Click REVIEW DOCUMENTS to continue.
  3. Start the signing process
    › Click the START tag on the left to begin the signing process. You are taken to the first tag requiring action.
    › Click the SIGN HERE tag. You are asked to Adopt Your Signature.
  4. Verify your name – Verify that your name and initials are correct. If not, change them as needed.
  5. Adopt a signature – Do one of the following:
    • Accept the default signature and initial style.
    • Click Change Style, and select a signature option.
    • Click Draw. Draw your signature using a mouse, or your finger or a stylus on a touchscreen.
  6. Save your signature – Click Adopt and sign to adopt and save your signature information and return to the document.
  7. Confirm signing – When you finish clicking all signature tags in the document, the CONFIRM SIGNING tag appears. Click CONFIRM SIGNING.

Note: A message appears stating that you have completed your document. You can download a PDF copy or print a copy of the document. The sender gets notified by email and has access to the signed document appears in their DocuSign account.

Osko® is a new payment service on the New Payments Platform (NPP). The service, which is backed by BPAY, will allow you to make payments in real-time, 24/7. Osko® will allow you to process payments in less than a minute, anytime, anywhere via internet banking or moneytree.

Osko® payments can be made to any eligible BSB and account number, or PayID’s within Australia, as long as both financial institutions are participating in the industry-wide initiative.

No, you can send an Osko® payment to any Financial Institution who is participating in this initiative, without a PayID.

When you’re processing a payment through internet banking or moneytree using a BSB and account number, you’ll automatically be given an option to process the payment using Osko® if it is available.

The New Payment Platform Australia (NPPA) will also have a list of participating financial institutions listed on their website.

Yes, to take advantage of Osko® and real-time payments you will need to be registered for internet banking.

To register for internet banking, get in touch with us on 1300 132 249 or send us an email.

No, you can continue to use BPAY services as normal. BPAY is and will continue to be, a quick and easy way to pay your bills.

BPAY has introduced Osko® to provide Australians with a quick and easier way to pay each other. It’s another service which BPAY is providing to make banking easier.

A “PayID” is a smart address for payments. It uses a mobile phone number, email address, ABN or ‘organisation ID’ such as a company name to replace an account number and BSB, making it easier for our member to process payments.

You can create a PayID now! Here’s how:

If you’re logged onto internet banking, simply:

  1. Select ‘My preferences’ in the top navigation and click on ‘manage PayID’;
  2. Pick your preferred contact you’d like to use as your PayID;
  3. Choose the account you’d like your PayID to link to;
  4. Verify your details; and
  5. Create your PayID.

If you’re using moneytree:

  1. Once you’ve logged in, select ‘Payments’, then PayID;
  2. Click on the ‘+’ symbol to add your PayID;
  3. Pick your preferred contact you’d like to use as your PayID;
  4. Choose the account you’d like your PayID to link to;
  5. Verify your details; and
  6. Create your PayID.

Let’s face it, not all of us can remember our account and BSB number, but we know our mobile phone number and email address off by heart. Creating a PayID means that you can simply provide your mobile number or email address to your family and friends when they owe you money. It also means that you keep your account number details private.

Yes, you can continue to use individual’s BSB numbers and account numbers to make payments. Creating a PayID simplifies the process and limits the amount of information you’ll need to collect from the payee.

You can only use a PayID once. For example, if you register a mobile number as a PayID for your Everyday transaction account, you will be unable to register your mobile number for another account.

Yes, both you and your partner can have two different mobile numbers or email addresses loaded as PayID’s against the same account.

You’ll need to get in touch with a member of our team. Simply call us on 1300 132 249 or send us an email.

No, Osko® and a PayID are restricted to Australian payments. However, you can process international payments via internet banking.

Osko® payments can only be sent to accounts which have been enabled for this service. While we’ve enabled Osko® and PayID for all of our members, many other financial institutions, including the big four, will be rolling out these services to their customers over the next few months.

This means that your payment may be failing as the account you’re sending funds to may not be enabled to receive Osko® payments. You can continue to send payments to these financial institutions via a standard transfer until they make Osko® available.

Back in August 2017, we communicated to our members that we were adding a prefix of ‘1’ to the beginning of your account number, to ensure it was compatible with our new system. To date, all payments going in and out of your account via a standard transfer, which referenced your old account number, would have processed as normal.

While this is still the case for standard transfers, Osko® has been built on new infrastructure by the NPPA, and only accepts nine-digit account numbers.

Given the real-time nature of Osko® payments, the solution will only look for an exact match of your account number to accept and process your transaction. You’ll need to provide all of your existing payees with your nine-digit account number to received Osko® payments. Alternatively, you can create a PayID and supply this to your Payee.

Apply now.

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