Our Commitment to support you during Coronavirus (COVID-19)

More than ever it’s the small things we do for each other that will make a big difference right now.

Auswide Bank is here to support our customers at a time when you need it most.

We are monitoring developments closely and taking precautions to ensure the safety and wellbeing of our staff and the availability of services for our customers.

This page will keep you informed of key developments impacting your banking with us and with the support Auswide Bank is providing.

Support for Customers

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Auswide Bank Customer Assistance Package

We are offering support to customers directly affected by COVID-19 to help ease the financial pressures caused by such events. An overview of our Customer Support Initiatives can be found here.

While each customer's circumstances are different, we have established an Emergency Assistance Package for times of crisis.

If you have been impacted by COVID-19 such as being unable to work, have experienced loss of income or your business has been impacted, please see the below ways Auswide Bank can assist you.

  • Home loan, personal loan and business loan customers requiring financial assistance as a result of COVID-19 will have several options available to them.
    • You may be able to defer repayments, with interest capitalised, for up to six months. For the duration of the support period no repayments are required. However during this time, interest and charges will add to the loan balance. At the end of the support period, your required repayment amount will increase so you repay the total balance over the remaining loan term (including interest and charges added to the balance during the support period).
    • You may be eligible to switch from Principal & Interest payments to Interest Only for a period up to 6 months.
    • You may be eligible to restructure your loan payments and pay a reduced monthly payment for up to 6 months.
    • To apply for financial assistance on your loan due to COVID-19 please complete the online application form or call 1300 077 969.
  • Loan customers may also wish to consider other options during this time, including:
    • Accessing any additional money you may have available in redraw in your eligible loan. Find out more about Home Loan redraw here. For Business Loan redraw please contact your Business Banker.
    • If you are currently paying more, reduce your repayments to the minimum monthly repayment amount
    • Utilising money in your Mortgage Offset Account (if available to you)
  • Affected term deposit customers needing early access to their funds may be eligible to do so without incurring any early withdrawal rate or providing the normal 31 days' notice of withdrawal.
  • Auswide Bank will suspend the following fees and charges to support vulnerable customers
    • monthly Account Service Fees on business accounts and business loans have been suspended for 6 months from 1st March until 30th August 2020. They will be reapplied in September 2020.
    • Loan Default Fees on home loans, personal loans and business loans have been suspended for 3 months from 1st April 2020 until 30th June 2020. They will be reapplied from July 2020
    • Late Payment Fees on Auswide Bank Visa Low Rate credit cards from 1st April 2020 until 30th June 2020. They will be reapplied from July 2020
  • Platinum Mastercard Credit Card cardholders can find out more about the cash flow management solutions available to them here.

Government Support for Businesses and Households

The Australian Government has introduced measures to support small and medium businesses.

The Australian Government has also introduced measures to support households. This includes Fact Sheets and information on eligibility and timing of support payments to social security, veteran and other income support recipients.

The Queensland Government has introduced the COVID-19 Jobs Support Loan Scheme. This Scheme is for Queensland businesses and non-profit organisations financially affected by COVID-19 to retain employees and maintain their operations.

Seeking Financial Advice?

We understand that the fast changing financial environment has left many of our customers confused about their finances and financial future. This includes recent changes to superannuation, investments and government benefits, job changes and losses and impacts on household budgets.

Apart from the Government support for households and businesses listed above, you may be seeking some additional support in making appropriate financial decisions at this time. Check out the 10 Tips to Bolstering your Family Finances, for some helpful hints.

The Australian Government's Moneysmart website also includes information, tools and videos to assist customers who may be having problems paying bills, who need urgent help with money or who may wish to access some free financial counselling.

If you are seeking more personalised financial advice about your situation, our partners Alliance Wealth are standing by to support you! Alliance Wealth are a wholly owned subsidiary of Centrepoint Alliance Limited ABN 72 052 507 507 - one of Australia's leading networks of advisers in financial services. You can find out more about our relationship with Alliance Wealth here.

Alliance Wealth Financial Advisors are working remotely however they can still discuss your situation via phone calls, Skype, Go To meetings or Zoom meetings to assist.

Importantly their first discussion with you is also complimentary.

Auswide Bank can easily introduce you to a qualified Financial Adviser – phone an Auswide Bank branch, email cc@auswidebank.com.au or call us on 1300 138 831 (7am to 7pm AEST Monday to Friday)

Senior Support COVID-19 Hotline

Our partner, National Seniors Australia, is proud to be part of a new COVID-19 Hotline launched in conjunction with the Federal Government (Department of Health) and three other seniors' organisations, including COTA, OPAN and Dementia Australia.

The Older Australians COVID-19 Support Hotline (1800 171 866) is available to seniors needing a listening ear, a friendly voice and help on what COVID-19 means for their circumstances. During this time, it's important not only to protect your physical wellbeing but also your mental wellbeing, especially if you are isolated from friends and family.

If you're an older Australian (or know one) in need of a friendly voice and a 'virtual' helping hand, please call 1800 171 866.

For more information about National Seniors Australia, visit nationalseniors.com.au.

Updates

We're pleased to report that Auswide Bank is not aware of any actual or suspected infection of any staff member and there is currently no interruption to available services. We are temporarily changing branch closure times from 20 April 2020 – see Visiting Our Branches for details.

In the event that we become aware of or suspect that any staff member has contracted the virus, we have measures in place to ensure we can continue to support you.

Scam Alert (18th March 2020)

The Australian Cyber Security Centre (ACSC) is aware of COVID-19 themed scams being distributed.

We urge our customers to be vigilant with scam text messages being received impersonating the Government with advice on testing for COVID-19.

The link in these text messages is not legitimate, and if clicked on, may install malicious software on your device, designed to steal your banking details.

If you receive one of these messages, delete the message and do not click the link.

Click here to read more detailed information on this scam

If you have responded to a suspicious phone call, email or text message such as giving out your account or online log-in details, please contact an Auswide Bank branch or call 1300 138 831 as soon as possible.

Ways to bank with us

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Online Banking and Customer Assistance

As an essential service our branches remain open, however we ask that wherever possible you consider using online banking services such as Internet or Phone Banking or our Mobile APP.

If you do not have online banking or need assistance, please phone our Customer Hub on 1300 138 831 (7am to 7pm weekdays AEST).

Debit and Credit Cards

Right now, debit and credit cards are an important way you can access you money when buying essential items or shopping on-line .

We encourage you to apply for a debit card on your eligible Auswide Bank account or a credit card if you do not already have one.

You can find out more about our Visa Debit card here. You can find out more about our credit card options here.

In response to COVID-19, for the next three months, the contactless card PIN limit for Visa paywave, Mastercard PayPass or EFTPOS Tap & Pay on our debit and credit cards will temporarily increase from $100 to $200. Increasing the limit to $200 means that fewer people will need to touch the payment terminal for purchases up to $200.

The new $200 limit will be progressively introduced across certain cards and at certain retailers starting from 7th April 2020. You can ask the retailer whether the new limit is available and will also know at the time of payment by the PIN pad prompts. The new limit will only be applicable where a merchant terminal has been updated with the new limits and not all merchant acquiring banks are participating with this change at the current time. If the new limit has been introduced, you will be prompted to tap your card for purchases up to $200, and NO PIN will be required.

We take this opportunity to remind our customers to keep your card safe at all times to protect against theft and to check your account often.

Visiting Our Branches

All our branches are currently operating, however from Monday 20 April 2020, our branches will close at 4pm until further notice.

This is a temporary measure due to reduced customer demand as a result of COVID-19 and to allow our branch staff the opportunity to support customers who are self-isolating and may be unable or unwilling to visit the branch to arrange essential banking services.

There is no impact on the employment of our staff.

For urgent cash needs after 4pm please use an ATM or visit Australia Post (Bank@Post) with an Auswide Bank Visa Debit Card where you can also deposit cash or cheques.

Further changes to our branch hours may occur in response to COVID-19 so please monitor this page from time to time for details.

We love serving you in our branch and we are taking all necessary precautions to protect the health and safety of our people and customers.

If you do need to visit a branch, to protect you and our staff we kindly ask you to keep a distance of 1.5 meters between yourself and others whenever possible and minimise physical contact when visiting our branches.

In addition we request that you refrain from visiting our branches if:

  • you are experiencing flu like symptoms (cough, fever, shortness of breath); or
  • you have come into close contact or live with someone who has a confirmed case of COVID-19; or
  • you arrived in Australia from overseas after midnight on Sunday 15 March; or
  • you have travelled from or through mainland China, South Korea, Iran or Italy in the last 14 days; or
  • you live with someone who has travelled through mainland China, South Korea, Iran or Italy in the last 14 days.

Our branch staff greatly appreciate your patience and co-operation during these unprecedented times. They want to thank their customers for respecting these social distancing protocols which safeguard other customers, them and their families.

Respect and understanding is very important right now!

New Loans:

Our Lending teams are working as per usual. If you have a loan in progress we will contact you if we require anything from you.

New customers can still apply for Home Loans, Personal Loans, Credit Cards and Business Loans.