Internet banking FAQs

How do I set up internet banking?
Register for internet banking by going to our website’s home page and following the prompts, or contact Member Response on 13 63 73 option 3, 8am – 5pm AEST Monday to Friday.

I’m getting a message to contact Member Response after attempting to login. Why?
After a number of unsuccessful login attempts, online banking may lock your account for security reasons. To fix this, you will need to contact Member Response on 13 63 73 option 3, 8am – 5pm AEST Monday to Friday.

What can I do in internet banking?
You can perform the following once you are logged into your internet banking:

• Transfer funds between accounts
• Pay bills
• Change your phone and address details
• Apply for loans
• Set up transfers for the future
• Change your password
• See transactions within specified date ranges

What if I forgot my password?
Contact Member Response for assistance on 13 63 73 option 3 between 8am – 5pm AEST Monday to Friday. As a security precaution, passwords will not be reset via email.

How do I change my password?
You can change your password under ‘Account Options’, and then selecting ‘Change Password’ from the dropdown list. You will need to enter the old password, followed by the new password twice as confirmation. Note that passwords must be 6 – 8 characters long and include a combination of alpha and numeric, upper and lower case characters.

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

We therefore strongly recommend that you:

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

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

Why is some information on the Home page not visible?
The information widget boxes eg. Account Details, located on the home screen includes a feature to hide or display the information. This works by selecting the small arrow on the right-hand side of the widget box display:

• Arrow pointing down: if the small arrow on the right-hand side of the box is pointing down, the information is displayed.
• Arrow point upwards: if the arrow is pointing upwards the information will not be displayed. Click the arrow again to make it visible.

Are the widget boxes on my Home Screen able to be sorted?
The widget boxes on the Home screen are customisable with an Internet Explorer browser. To move the widgets simply place your cursor over the top the widget box until the cursor changes to a cross, then click and hold and move the Widget to the desired location. A red line will display that indicates a suitable new position to be dropped.

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

How do I customise the widget boxes if I use a Mac?
Mac users will need to login to a computer using Internet Explorer to customise their widget box display. The settings made to Internet banking within Internet Explorer will be retained and will continue to display those settings in other web browsers.

How do I find my BSB and account number via online banking?
Your account and BSB information is displayed in both internet and mobile banking.

For internet banking, login with your credentials and select ‘Account Options’ tab> ‘Account and BSB’ from the drop down list. For Mobile Banking, login to Mobile Banking and then select ‘More’ > BSB. The BSB is 704 230.

You can also locate your account number and nine-digit number on your statements, above your opening balance.

How long will it take for funds to move between my accounts when I do a transfer?
In most cases, transfers between your accounts will go through immediately.

Can I schedule transfers to process at a later or recurring date?
Yes. You can schedule transfers into the future. You can also set up regular payments daily, weekly, fortnightly or monthly to end after a specified number of occurrences.

Can I schedule a recurring payment to my credit card?
Yes. You can set up a recurring payment for a specific amount. However, you cannot schedule a recurring payment for the 'Minimum' or 'Full Amount'.

Can I transfer to somebody else's account or to my own account at another bank?
Yes. You can transfer to other banks and people. Simply go to the Payments tab in internet banking, and select Transfer money.

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

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

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

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

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

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

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

‘Transfer To’ drop-down menu options:

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

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

Internal Personal Payees – Lists all your internal personal payees.

External Personal Payees – Lists all your external personal payees.

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

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

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

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

How do I redraw from my loan?
First, check that your loan has a redraw feature. To redraw funds from an eligible loan, select ‘Accounts’> ‘List of Accounts’ then select the redraw account (eg L97). A Transfer option will be displayed if the loan has a redraw feature.

How can I redraw funds from my Line of Credit account?
Select Payments > Transfer Money and choose your Line of Credit account from list of available ‘Transfer From’ accounts. Then fill out the required details to complete your transfer.

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

How do I order an overseas Telegraphic Transfer/Draft via internet banking?
Telegraphic Transfers and Drafts cannot be ordered online. Contact Member Response on 13 63 73 option 3 8am – 5pm AEST Monday to Friday to obtain current exchange rates and to perform the transaction.

I’ve recently moved house. Can I change my postal address online?
Yes. Both your residential and postal addresses and your contact details can be changed via internet and mobile phone banking.

• Mobile banking – login to mobile phone banking. Select “More”. Choose “Personal Details” and update your address, phone, fax and email details here. Click Confirm to register the changes.
• Internet banking – login to internet banking. Select ‘My Preferences’ – then ‘My Profile’ – select “Address details” or ‘Contact details’. Click ‘Update’ to submit. You can also have your details updated by contacting Member Response on 13 63 73 option 3, between 8am – 5pm AEST Monday to Friday, or visit a branch.

Please note: your residential address cannot be changed to a post office box.

Why do I keep getting a ‘Connection Expired’ message?
This occurs when your computer’s configuration does not meet our download requirements. It requires Internet Explorer / Mozilla Firefox to be configured for downloads – read the step-by-step instructions in our online help centre.

What's BPAY® and how do I set it up?
BPAY® is a national electronic bill payment service. If your bill displays the BPAY logo, you can use BPAY to pay it through your online banking.

There is no set-up required. Once you are registered for internet banking, BPAY is ready to use. Simply check that the BPAY logo is displayed on your bill, note the Biller Code, Customer Reference Number and amount you need to pay, and then follow the step-by-step instructions provided.

To make things easier, online banking can remember each biller you pay and store your favourite billers. Using online banking, you can pay your bills straightaway or schedule for them to be paid later. You can even set up regular payments daily, weekly, fortnightly or monthly.

What are the BPAY® Customer Reference Number and Payer Name and do I have to enter them?
The BPAY® Customer Reference Number (CRN) and Payer Name identify you and the bill you’re paying to the biller. You must enter the CRN to process the payment.

Where do I find the BPAY® Biller Code and Customer Reference Number (CRN)?
The Biller Code and Customer Reference Number (CRN) are located next to the BPAY® logo on your bill.

Which bills can I pay via BPAY®?
BPAY® is offered on over 44,000 bills, including phone bills, utilities, credit cards and much more. Look for the distinctive BPAY logo in the payment section of your bill.

Can I schedule a BPAY® payment for a later or recurring date?
Yes. You can schedule payments in advance. You can also set up regular payments which end after a specified number of payments.

Is there a fee to use BPAY®?
No. BPAY® is free to use via online banking

What's BPAY® View and how do I set it up?
BPAY® View allows you to receive and view your bills through the secure environment of online banking. You can do away with paper bills and efficiently manage your bills online. With BPAY View you can view, pay and track payments at any time. To get started, register for the bills you wish to receive electronically via internet banking.

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

How do I cancel BPAY® View?
You can cancel BPAY® View at any time by cancelling billers that you’ve previously registered.

Is there a fee to use BPAY® View?
No. BPAY® View is free to use via online banking.

I’m having trouble viewing my eStatements and/or BPAY® View bills. Why?
BPAY® View bills and eStatements require Adobe Acrobat or another compatible PDF program to be installed on your computer to view your eStatements. If you don’t have Adobe Acrobat Reader, visit www.adobe.com/reader to download a free Adobe reader.

I am having problems downloading a transaction list into Excel, Quicken or MS Money. Can you assist?
This may occur when your computer’s configuration does not meet the systems download requirements. It requires Internet Explorer / Mozilla Firefox to be configured for downloads – read the step-by-step instructions in our online help centre.

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

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

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

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

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

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