Internet Banking

User Guide
Contents
1. Security, system requirements and cookies 3
2. Troubleshooting advice 3
2.1. Windows – Internet Explorer 9 and above 3
2.2. Windows – Firefox 4
2.3. MAC – Safari 4
2.4. MAC – Firefox 4
2.5. Chrome 5
3. New features 5
4. FAQs 6
4.1. Personal banking 6
4.1.1. General 6
4.1.2. System access 6
4.1.3. Accounts 6
4.1.4. Transaction history 7
4.1.5. Salary & direct credits 8
4.1.6. Transfers 8
4.1.7. Scheduled payments 9
4.1.8. BPAY 10
4.1.9. Bill payments – BPAY View 10
4.1.10. Cards 11
4.1.11. Click to Pay 11
4.1.12. International transfers online 11
4.1.13. eStatements 12
4.1.14. Secure mail 12
4.1.15. Alerts 12
4.1.16. Personal details 13
4.1.17. Reordering accounts view 13
4.1.18. Notifications 13
4.1.19. Security 13
4.1.20. Password 13
4.1.21. Secure SMS 14
4.1.22. VIP Token 14
4.1.1. Dormant accounts 15
4.1.2. Last logon information 15
4.1.3. Logout 15
4.1.4. New internet banking users 15
4.1.5. Internet banking Security 15
4.1.6. Session expiry time limit 16
4.1.7. Password 16
5. Fraud prevention tips 16

Internet Banking User Guide 2

1. Security, system requirements and cookies
Internet banking uses industry-standard encryption to keep customers safe online.
The following browsers are supported:
• Internet Explorer 9 and above
• Safari - current version
• Firefox - current version
• Chrome - current version
You should also make sure your browser is updated to the latest version. Most browser
updates are available free online.
[Link]
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2. Troubleshooting advice
If you are having trouble viewing or loading pages and are using a supported browser,
use the guidelines below specific to the browser you are using to check the cookie
settings and ensure Javascript is enabled.

2.1. Windows – Internet Explorer 9 and above

Delete the contents of the Temporary Internet Files folder
1. On the “Tools” menu in Internet Explorer, click Internet Options, and then the
“General” tab.
2. Click “Settings”
3. Under Browsing History select “Delete”
4. Check “Temporary Internet Files and website files” and “Cookies and website data”
and click “Delete”
5. Click “OK”

Configure security and settings

1. On the “Tools menu” in Internet Explorer, click “Internet Options,” and then click
the “Security” tab
2. Click “Trusted sites”, and then click “Default Level”
3. Add Bank Australia internet banking to the trusted sites list:
a) Click “Sites”
b) Type the URL of the site in the “Add this Web site to the zone” box
c) Click “Add,” click “OK,” and then click “Apply”

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2.2. Windows – Firefox

Allow Cookies

1. Select the “Tools” menu and click “Options”

2. Click on the “Privacy” Tab
3. Under “History” select “Use custom settings for history”
4. Select “Accept cookies from sites” and click “OK”

Enable Java and Javascript to run correctly

1. In the address bar, type about:config and press Enter.

2. Click “I’ll be careful, I promise” if a warning message appears.
3. In the search box, search for [Link]
4. Toggle the “[Link]” preference (right-click and select “Toggle” or
double- click the preference) to change the value from “false” to “true”.
5. Click on the “Reload current page” button of the web browser to refresh the page.

2.3. MAC – Safari

Clear Temporary Files (cache)

1. Select the “Safari” menu.

2. Click “Empty Cache” from the drop down list and click “Empty”

Configure security and settings

1. On the web browser menu click on the “Edit” and select “Preferences”.
2. In the “Preferences” window select the “Security” tab.
3. In the “Security” tab section “Web content” mark the “Enable JavaScript” checkbox.
4. Click on the “Reload the current page” button of the web browser to refresh the
page.

2.4. MAC – Firefox

Configure security and settings

1. Click “Firefox” from the top menu

2. Select “Preferences”
3. Click on the “Privacy” tab
4. Select “Enable cookies”
5. Click “OK”

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2.5. Chrome

Allow Cookies

1. Click on the “ ” in the right hand corner

2. Select “Settings”
3. Select “Show advance settings”
4. Under “Privacy” select “Content settings”
5. Select “Allow local data to be set (recommended)” under “Cookies”
6. Click “OK”

3. New features
Internet banking includes many features to make online banking easier.
The features and design provide a better experience for our customers. Internet
banking is designed to be simple and easy to navigate.

Access on the go

Internet banking is based on a flexible design that changes according to the device
you are viewing it from.

Reorder accounts

See things your way. Simply move your accounts around in an order that suits you.

Transaction history

View the last 14 days of history simply by clicking on the account title.

Quick View and Pay Actions

Quick transaction access allows for you to see your last 10 transactions on the home
screen. Transfer between your accounts, Pay another Bank Australia customer, Pay
anyone and BPAY actions are all also available from the home screen / Account
Balances screen once logged in. To access select the “…” icon next to the account
name you wish to transfer from.

Access to Loan Redraw

Loan Redraw is no longer a separate function and is accessed via the “Transfer/Pay”
menu making it easier to locate and process.

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4. FAQs
4.1. Personal banking

4.1.1. General

What is internet banking?

Internet banking is a service available to registered customers who wish to have access
to their accounts and complete their everyday banking online.

What is the difference between internet banking and the bank’s smartphone apps?

With internet banking, customers can access the same features and services across
all devices, anywhere at any time. The display resizes according to the device used
without having to download the bank’s apps.
Apps provide a familiar experience whether you use iOS or Android. Internet banking
features and services vary between the mobile website and our Apps.

4.1.2. System access

How do I register for internet banking?

If you are not registered for internet banking you can:

• visit a branch or
• call 132 888.
If you are already registered for internet banking you do not need to reregister.

4.1.3. Accounts

Which accounts can I access with internet banking?

You can access all accounts in your name with internet banking.
If you are an authorised signatory of another account, you can access these too if the
account owner/s has provided approval.

How do I open an account or apply for a loan in internet banking?

Select “Apply” from the main menu and then select from two options: “Open Account”
or “Apply For Loan”.

Can I access YTD interest information in internet banking?

To access the current or previous years’ interest details of open accounts, select the
“Accounts” option from the main menu and then select “Interest Details”.
You can also access interest details for an account by selecting the “…” icon from the
account balances page for more information on an account.
More information will drop down below the Quick View and Pay Actions showing
interest details. To minimise this information, select the “…” again.

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How do I complete a loan redraw?

To redraw to your own account, select the “Transfer/Pay” option from the main menu
and then select “Transfer between your accounts”.
The first account is the “From” account – select the home loan. It will then show the
balance and the amount available to redraw. Select the account to transfer to, the
amount and a reference if required.

What is the daily limit?

• Transfers to other bank customers have a limit of $2,000 per transaction per day.
• BPAY payments have a limit of $10,000 per transaction per day.

How do I change my daily limit?

You can request a temporary increase to daily transaction limits by contacting us on

132 888.

4.1.4. Transaction history

How do I view my transaction history?

Select the “Accounts” option from the main menu and then select “History”.
History of accounts at the top of the list will be shown by default. This can be changed
by clicking the downward arrow and selecting the account from the drop down list.
A maximum of 500 transactions are shown on your desktop while a mobile device will
display 100 transactions.

How do I print my transaction history?

To print transactions navigate to the “History” option from the main menu which is
available under “Accounts”. Click the Print and Export icon which is located at the
bottom of your transaction history.
Please note that the printing option is not available on some mobile devices.

How do I view more than 500 transactions?

You can export more than one list of transactions and then print the exported lists to
view and print more than 500 transactions for specified periods. The maximum export
is 500 transactions at a time.
The following file formats to download transaction history include:
• Microsoft Excel (XLS).
• Comma separated format (CSV).
• Quicken interchange format (QIF).

How do I view a transaction from a specific date?

From the Transaction History page, select the magnifying glass icon available under
the account name. Then select the “Advanced Search” option on the right hand side.
From the drop down options, choose “Selected Date Range” and then choose the date
to search from by clicking on the calendar or by typing over the date.

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What type of software packages can I export account and transaction
information to?

Any software packages that support uploads from XLS, CSV & QIF formats.

What does Uncleared Funds mean?

Uncleared Funds are debits or credits that are pending in the account. For example:
• a cheque deposit waiting clearance or
• a Visa transaction which has been approved, but not yet debited.

4.1.5. Salary & direct credits

How do I view a summary of direct credits?

To view a summary of all direct credits select “Services” from the main menu then
select “Salary & Direct Credits”.

4.1.6. Transfers

How do I make transfers?

Quick transfers can be made from the Accounts Balance page (welcome page) by
clicking on the ‘…’ icon next to the account name. You can also make a transfer by
selecting “Transfer/Pay” from the main menu, you can then choose from all transfer
options available including international and scheduled transfers.

What different options are there to make payments?

• Transfer between your own accounts.

• Transfer to another Bank Australia customer (Note: use the individual account number
and not customer number).
• Transfer to an account outside of Bank Australia.
• Make BPAY® payments.
• Transfer to an international account.
• Create, view, update and send batch transactions.

Can I use Bank Australia internet banking to make payments or transfers to

accounts at other banks?

Yes. Select the “Transfer/Pay” option along the top of the page and then select
“Pay Anyone”.

What details do I need to make a payment or transfer to another person’s

(or business’) account?

When transferring to another person or business within Australia, the following

information is required:
1. account name (E.g. John Smith)
2. BSB and account number
3. amount.

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The following information is optional:
4. favourites name – this title will identify your saved favourite
5. reference – this will appear in the payee’s statement
6. email – a notification email will be sent to the payee when the payment is
submitted.
Secure SMS and /or VIP authentication is required for a new person or business
transfer.

When transferring to another Bank Australia personal or business customer, the

following information is required:

1. first three (3) letters of the account holder’s last name or business name. For
example, if your name is John Smith, input “SMI”
2. account Number (not the customer number). The following information is optional:
3. favourites name – this title will identify your saved favourite
4. reference – this will appear in the payee’s statement
5. email – a notification email will be sent to the payee when the payment is
submitted.
Secure SMS and /or VIP authentication is required for a new person or business
transfer.

Can I use internet banking to make payments or transfers to overseas

beneficiaries?

Yes. Select the “Transfer/Pay” option from the main menu, and then select
“International”. Secure SMS and /or VIP authentication is required to authorise the
transfer.

4.1.7. Scheduled payments

How do I set up scheduled payments?

Select the “Transfer/Pay” option from the main menu and then select the appropriate
transfer type (excluding International).
Input the recipients details into the spaces provided or select from a pre-existing payee
(available if you have previously saved payees). Once you’re happy with the details,
select “Schedule Payment” instead of “Pay Now”.
The “Schedule Payment” section will drop down. Choose the date you want to
schedule the payment for, and select “One Off” from the drop down list, then click on
“Set Schedule”.

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How do I set up recurring payments?

Select the “Transfer/Pay” option from the main menu and then select the appropriate
transfer type (excluding International).
Input the recipients details into the spaces provided or select from a pre-existing payee
(available if you have previously saved payees).
Once the details of the payment have been entered, select “Schedule Payment”
instead of “Pay Now”.
The “Schedule Payment” section will drop down. Choose the date for the first transfer
to be sent, how often the transfers should be made and how many times the transfer
should be sent. Select “Ongoing” for the transfer to be sent until further notice.
Once you have made selections, select “Set Schedule”
Secure SMS and /or VIP authentication is required for a new person or business
transfer

How do I amend a scheduled or recurring transfer?

Select the “Transfer/Pay” option from the main menu, and then select “Scheduled
Transfers”.
From the “Scheduled Transfers” page you can view existing scheduled or reoccurring
transfers. Click on the “…” icon for more detailed information.
From here, you can edit, delete and print scheduled or recurring transfers.

4.1.8. BPAY
BPAY is a network of over 17,000 billers who accept your bill payments using internet
banking BPAY.

How do I process BPAY payments?

Select the “Transfer/Pay” option from the main menu, and then select “BPAY”. Input
the description (for your reference), Biller Code, Reference Number and Amount. Then
then select “Pay Now”.
If you don’t want the details to be updated to saved billers, then un-tick “Update
Billers”.

4.1.9. Bill payments – BPAY View

BPAY View allows you to receive and view your bills electronically from participating
billers and pay them conveniently from your account using BPAY.

How do I access BPAY View in internet banking?

Select “Services” from the main menu and then select “BPAY View”.
BPAY View is not currently available on a mobile device.

Which account can I pay bills from?

Refer to the Summary of accounts and availability of access facilities brochure for
information on what type of transactions you can complete with each account.

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What if the biller is not on my BPAY View list?

If the biller is not a participating BPAY View biller, you can still pay them by using the
BPAY option available under the ‘Transfer/Pay’ menu. Refer to the invoice and use the
details specified with the BPAY® symbol.
Secure SMS and /or VIP authentication is required to authorise the new payments.

How many days does it take for a payment to reach the biller?

It takes one (1) to two (2) business days.

4.1.10. Cards

How do I activate a card?

1. Select “Services” from the main menu, then select “Card Management”, enter your
Mobile number and select “Request SMS code”. More information on ‘secure SMS’
can be found on Pg 18 of this document.
2. You will see all cards linked to your membership and a coloured tag on the corner
of each card indicating its status if required. Select “Activate” for the relevant card,
then read through and once comfortable tick the ‘I acknowledge’ box and select
the pink box labelled “Activate”.
3. An additional confirmation screen will appear. Once you’re comfortable to
continue, select “Confirm”. This will activate your card. Selecting “No” will take you
back to the previous screen.

4.1.11. Click to Pay

What is Click to Pay?

Visa Checkout has evolved to Click to Pay, based on the latest industry standards. This
service can now be used to complete your online purchases whenever you see the
Click to Pay icon, where Visa cards [credit/debit] are accepted.
• You no longer have to enter 16-digit primary account numbers, look up passwords, or
fill out long forms to make a purchase online where Visa [credit/debit] is accepted.
• You’ll enjoy the same time-saving digital checkout.
• When you Click to Pay with Visa, you can be assured that Visa’s global payment
network is always looking out for you - fighting fraud, reducing risk, and helping to
make transactions fast and worry-free. Visa uses multiple layers of payment security,
and its anti-fraud detection system monitors every payment in real time, analyzing
more than 500 unique risk attributes. We will continue working closely with Visa to
safeguard your sensitive payment information and prevent unauthorized use of your
card. Protecting you is our top priority.

How do you enroll for Click to Pay?

Simply log in to Internet Banking, select the Click to Pay menu item in Services, and
follow the prompts to register.

4.1.12. International transfers online

How do I register for international transfers?

You’ll need to set up VIP Token/Access or Secure SMS. See how to make an
international transfer online.

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Can I make an international transfer if I’m not registered for SMS security?

To protect your account, International Transfers require VIP Token/Access or Secure

SMS registration and validation to continue.

4.1.13. eStatements

What are eStatements?

eStatements are formal account statements provided electronically through internet

banking. When you choose to receive eStatements you will no longer receive a
traditional paper based statement. eStatements are accessible within internet banking.

How do I register for eStatements?

Select the “Settings” option from the main menu, and then “Manage eStatements”.
Select the action as “Register”; select the email address you would like to be notified
by. Before submitting the request, you will need to read the terms & conditions and
ensure the email address is correct.

How do I view eStatements via internet banking?

Select the “Services” option from the main menu, and then select “View eStatements”.
You can search for a statement, or simply select a statement from the prepopulated
list.

4.1.14. Secure mail

What is the mailbox in internet banking?

The mailbox is an email system for you to communicate with the bank in a secure
environment.
To send or read secure emails, select “Services” from the main menu, and then “View
Mail”. You can compose a new email with attachments, as well as viewing sent and
received emails.
Please note:
• normal automatic log out times apply. If writing a long email, you may wish to either
attach a document, or copy and paste a draft to avoid being logged out mid-email
• attached documents must be one of the following formats- (.pdf) (.txt) (.docx) (.jpg)
• all secure mail is accessed via your internet banking mailbox, emails are not sent to
your email address.

4.1.15. Alerts

How do I set up alerts?

Select the “Services” option from the main menu, and then select “Alerts”. Click on the
settings icon if you cannot input information to create the Alert.
Input details and select the type of alert to receive and when to receive them. Fees &
Charges may apply.
The following types of alerts are available:
• When a direct credit is received and deposited to your account.
• When a direct debit has been paid from your account.

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• Account balance threshold. Set a high or low limit so that a message is sent whenever
your account balance reaches that amount.
• Scheduled account balance. Set up an alert to notify you of your account balance on
a regular basis. E.g. daily, weekly, fortnightly, monthly etc.
4.1.16. Personal details

How do I update my personal details?

To update personal details, go to “Settings” from the main menu, and then select the
appropriate option depending on what type of details you want to update. Options
include “Address Details”, “Contact Details”, “Personal Details”, and “Work Details”.
Updates to Contact and Address Details will require secure SMS or VIP Token
authentication.
Follow the instructions to update the details, and then select “Save Details”.

4.1.17. Reordering accounts view

How do I change the order of accounts?

From the Accounts Balances page, select “RE-ORDER ACCOUNTS” located on top of
the summary of account balances.
OR Select “Settings” from the main menu and then “Account Reorder”.
You can then drag accounts to new positions by clicking and dragging the re-order
icon. Save the re-ordering to apply the changes.

4.1.18. Notifications

How do I set up notifications and transaction receipts to send to my email address?

To set up Notifications, select “Settings” from the main menu then select
“Notifications”. Tick from the options you would like to receive notifications for.

4.1.19. Security

How does the bank make sure only I can access my accounts?

Each customer has their own customer number which is unique to them. When you
register for internet banking, a temporary password is provided for your first login.
You should log in as soon as possible and change this to a secure password of your
choosing.
In addition to a unique Customer Number and password, you may also need to register
for Secure SMS or VIP Tokens/Access in order to complete certain functions or perform
selected transactions from their accounts.

What security authentication is required when making transactions and bill

payments?

Some functions in internet banking require security validation. The security validation
options we provide are Secure SMS and VIP Tokens / Access app.

4.1.20. Password

How do I change my password?

You can change your password after logging in to internet banking, by selecting
“Settings” from the main menu and then “Change Password”.

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4.1.21. Secure SMS

What is Secure SMS?

What is Secure SMS? As part of our on-going commitment to the security of your
funds, we have implemented Secure SMS, a free and easy to use method to validate
internet banking services. With secure SMS a unique code is sent to a nominated
mobile phone, or a voice message call is made to a nominated home or business
landline phone. The code provided is used to validate the transaction or operation.

When is Secure SMS used?

A Secure SMS authorisation code is essential each time the following third party new
destination transactions occur:
• external funds transfers (not in your saved history)
• funds transfers customer to customer within Bank Australia (not in your saved history)
• BPAY transactions (not in your saved history)
• All batch processing
• To enter into and manage your cards within the “Card Management” section of
“Services”
Only one SMS validation is required per internet banking session. Secure SMS will
not be required for saved history transactions (transactions already in your payee/
favourites list).

How do I register for Secure SMS?

To register for Secure SMS select the “Settings” option from the main menu, then
select “Secure SMS Management”.
From here you can register, update and deregister from Secure SMS.
If your contact numbers are missing or incorrect please contact us on 132 888 to
update them.

4.1.22. VIP Token

What is a VIP Token?

A VIP Token is a small electronic device that generates a code upon request during a
transaction. VIP Tokens are available to you if you prefer to use Token validation rather
than Secure SMS as a method to validate internet banking services. VIP Tokens must
however be used if you regularly transact in amounts above $10,000.
You can request a physical Token at a cost of $40.00 or you can choose to use your
mobile phone as a Token at no purchase cost (a free software download). This is
available for a limited number of mobile phone models.
VIP Token security is provided by Symantec (VeriSign).

How do I apply for a VIP Token?

You can request a VIP token by sending an email from the “Secure Mailbox” in internet
banking, by calling 132 888 or by visiting a branch (Fees & Charges Apply).

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How do I register a VIP Token?

You can activate/register VIP Tokens in internet banking by selecting “Settings” from
the main menu, and then “Register Token”.

If I already have a VeriSign VIP Token can I register it for Bank Australia internet
banking?

Yes. The bank’s issued VIP Tokens are provided by VeriSign, therefore other VeriSign
Tokens will be accepted once registered in internet banking.

4.1.1. Dormant accounts

Dormant accounts are now displayed on the “Account Balance” page, shown when you
first login. Accounts become dormant if there is no activity for a period of 12 months.

4.1.2. Last logon information

When you initially login to internet banking, information is provided on the right
hand side of the page detailing the last time and date that your internet banking was
accessed. This information also includes the last transaction and date processed. We
recommend that you review this information each time you login.
Please note that all times are listed as (CST) Central Standard Time. Any unauthorised
access should be reported immediately on 132 888.

4.1.3. Logout
You should always logout and exit when you have completed your internet banking
session. To logout of internet banking from a computer select “LOGOUT” next to the
padlock icon visible at the top right hand corner of the screen.
To logout of internet banking from a mobile device select the padlock icon visible at
the top right hand corner of the screen.

4.1.4. New internet banking users

If you do not login to internet banking and change your password within 30 days after
registering, the status of your internet banking will automatically be set to Inactive.

4.1.5. Internet banking Security

Internet banking uses industry standard HTTPS (hypertext transfer protocol security) as
the secure protocol between your web browser and the web server to ensure a secure
connection is established and maintained.
Transactions are encrypted and authenticated as they travel across the Internet by
industry standard 128-bit SSL encryption to protect the privacy of information. Digital
identification certificate technology is employed through DigiCert Inc. Only valid user
messages are allowed to pass through the firewall and access the bank’s system via the
secure servers.
The user activities (allowed via the Internet) are strictly defined and controlled by the
secure servers in place.
In addition, your internet banking account is protected by a user identification
(customer number) and password. No one else can use your internet banking account
without knowing your user identification and associated password. After verifying your
identification and password, internet banking allows you to transact safely and securely
through the convenience of your web browser.

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4.1.6. Session expiry time limit
If you are logged into internet banking and have not used it for a period of fifteen
minutes, you will automatically be logged-off. To enter internet banking once again,
you are required to enter your customer number and password.

4.1.7. Password
If you enter an incorrect password three times on any given day, your internet banking
account will be ‘temporarily blocked’ and you will not be able to access your account
for the rest of the day (i.e. until midnight). After midnight, your account will be
automatically ‘unblocked’ and you will be able to gain access again by entering the
correct password.

5. Fraud Prevention tips

The bank applies stringent security standards to internet banking, however, there are
some things you can do to assist in keeping personal information secure and reduce
the risk of unauthorised access to your accounts.
• Always access our site by typing the bank’s website address in the address bar or by
keeping our website address in your favourites or bookmarks folder.
• Always look for the padlock icon in the lower status bar when logged into internet
banking.
• Check personal details at the Welcome screen - if you do not recognise the last login
or your details have been changed - contact the bank immediately.
• Never provide your password or account details in response to unsolicited requests
such as phone calls or emails.
• Never enter your password or account details in a website reached by clicking on a
link in an email or on another website.
• Install adequate security measures on computers such as up-to-date antivirus
programs or personal firewall.
• Change passwords regularly and try not to use the same password for every service.
• Do not choose a password that is easily identifiable (e.g. date of birth, phone number,
name or any part of it). Password should be difficult to decipher and consist of
alphanumeric characters.
• Set up email confirmation for transfers.
• Always take precautions in public places to make sure that no one is watching and
make sure to always log off the computer when finished.
• If you use a computer that is found or suspected to have a virus - change passwords
immediately.
• Always log out after finishing an internet banking session.
Aside from following these tips, check accounts and statements regularly and notify
the bank immediately of any unusual activity. If passwords become known by someone
else, immediately call the bank on 132 888.

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