terms and conditions for savings accounts and ... - qudos · pdf filewhich shows all of your...

Issued by Qudos Mutual Limited trading as Qudos Bank ABN 53 087 650 557 Australian Credit Licence/AFSL no. 238 305.

the T&C’sTerms and Conditions for Savings Accounts and Payment Services

Qudos Bank T&C’s Booklet March 2018 | 2

welcome

7.3 Governmentbenefitsandtaximplications 16 7.4 YourTaxFileNumber(TFN) 16 Money in, money out...8. Transacting on your account 17 8.1 Joint accounts 17 8.2 Trust accounts 17 8.3 Authorisingotherstooperateonyouraccount 17 8.4 Makingdeposits 18 1. Howyoucanmakedeposits to your account 18 2. Depositsusingelectronicequipment 18 3. Depositingcheques 18 4. MakingdepositsusingBank@Post andGiropost 18 8.5 Making withdrawals 19

1. How you can make withdrawals from your account 19 2. Over the counter withdrawals 19 3. Withdrawalsbycheque 19 4. Withdrawals using our corporatecheques 19 5. Debiting transactions generally 20 6. Direct Debit 20 7. PayPal 20 8. Withdrawal and transaction limits 20 9. What if I need to withdraw more than the limit allows? 21

8.6 Paymentservicesgenerally 21 8.7 Overdrawn accounts 22 8.8 We may transfer money to cover any overdrawing 22 8.9 Sweepterms 22 8.10 We may combine your accounts 22 8.11 Credit reversal 22 8.12 Changing your details (name,address,emailetc.) 22 8.13 Dormant accounts 23

8.14 Closing accounts and cancelling access 23

8.15Moreinformationaboutcheques 23

8.16 Your account statements 24

8.17 Notifying you about changes 24

8.18 Sending notices and statements 25

8.19 Liability 25

8.20 Authorisations 25

1. It’s nice to feel welcome! 1.1 About the booklet 42. Quick references 4 2.1 About Us 4 2.2 Financial Services Guide 4 2.3 Member Care 5 2.4 Member Numbers 5 2.5 MemberAccessPassword 5 2.6 Privacy 6 2.7 FinancialDifficulty 6 2.8 FeedbackandComplaints 6

A little more information please...3. Account features at a glance 7 3.1 Account summaries 8 1. Savings account 8 2. QSaver 8 3. Bonus Saver 8 4. QantasPointsSaver 8 5. Cash Management Account 8 6. DIYSuperSaver 8 7. TermDeposits 9 8. LoanOffsetAccount 9

Making sense of it all 4. WordsinplainEnglish 105. InterpretingtheseT&Cs 11 Open for business!6. OpeningyourQudosBankaccount 12 6.1 Am I eligible? 12 6.2 HowdoIopenanaccountwithQudosBank? 12 6.3 WhatdoIhavetoprovidewhenIapply? 12 6.4 Whatdoes“verification”mean? 13 6.5 It’s easy to switch 13 Money in my pocket!7. Whatyouneedtoknowaboutfees,charges and interest 14 7.1 Fees and charges 14 7.2 Earninginterest 14 1. SavingsAccounts,QSaver,BonusSaver and Cash Management Account 14 2. 100%LoanOffset 15 3. TermDeposits 15 4. DIYSuperSaver 15


8. Network arrangements 35

9. Mistakeninternetpayments 35

9.1Whathappensafterwerequestareturn offundsfromareceivingfinancialinstitution? 35

10. UsingElectronicBanking (Telephone,MobileandOnlineBanking) 37

11. Reportingloss,theftorunauthoriseduse ofcards,electronicbankingorpasscodes 37

11.1ReportinginsideAustralia 37

11.2Howtoreportifyou’reoutsideAustralia 37

12. Using your card 38

13. Using your Visa card 38

13.1 Visa Debit cards 38

13.2 Visa Credit cards 38

13.3 VisapayWave 38

13.4 Requestingachargeback 38 1. Howtorequestachargeback 39 2. Whathappenswhenweclaim a chargeback 39

14. Using your cards outside Australia 40

15. Letting others have a card 40

16.Whenyourcardisexpiredorcancelled 40

17. Transaction limits and restrictions 40

18. Things outside of our control 40

19. Cancelling your card or access services 40

20. When we’ll terminate your card or access services 40

21. UsingBPAY 41

21.1 What you need to give us when you makeaBPAYtransaction 41

21.2 WhathappensifIenter incorrect information? 41

21.3 CanIcancelaBPAYtransaction? 41

21.4 Ifyoufindanyirregularities 41

21.5 ProcessingBPAYpayments 42

22. Future-datedBPAYpayments 42

23.Regularpaymentarrangements 43

24. QSafeSMSverification 43

Resolving your concerns9. Feedbackandresolvingcomplaints 26

9.1 Whattodoifyouhaveacomplaint 26

9.2 Detailsofyourcomplaint 26

9.3 Whatwe’lldowithyourcomplaint 26

9.4 If you want someone else to look atyourcomplaint 26 e-Conditions Content1. What do these facilities do? 27

1.1 Account transfers 27

1.2 ATMS 27

1.3 Autotransfer(Periodicpayments) 27

1.4 CueCard 27

1.5 Direct Debit 27

1.6 EFTPOS 28

1.7 Visa card 28

1.8 Online Banking 28

1.9 TelephoneBanking 28

1.10MobileBanking(QActive) 28

1.11BPAY 28

1.12 SMS Banking 29

2. Tipstohelpprotectyou 29

3. ImportantWords 29

4. Transactionsthesee-Conditionsapplyto 31

5. Who’sresponsibleforunauthorisedtransactions? 31

5.1 Whenyou’renotresponsibleforloss 31

5.2 Whenyouareresponsibleforloss 32

5.3 Limits on your liability for loss 33

5.4 Unauthorised transactions using apasscode 33

5.5 How we will assess loss 33

6. Passcodesecurityrequirements 34

6.1 Requirementswhenchoosing yourpasscode 34

6.2 When you aren’t in breach of these passcodesecurityrequirements 34

7. Whathappensifelectronicequipment doesnotworkproperly? 34


it’s nice to feel welcome!

1. About this bookletThanksforconsideringustohelpyoubank!Wehopethatyou’llenjoythebenefitsofyourmembership,includingourdepositaccountsandpaymentservicesthataretailoredwith you in mind.

We would like you to read this booklet carefully before youstartusinganyofouraccounts,tomakesurethattheaccount you have chosen meets your everyday needs. Oncereadthroughcarefully,youshouldkeepthisbookletsomeplaceeasilyaccessibleforfuturereference.

Somewordsinthisbooklethavespecialmeanings.Sotomakeiteasiertoread,pleasetakeamomenttogothroughthe“WordsinplainEnglish”section.

ThisbookletwillexplainthefeaturesandbenefitsofourdepositproductsandtheirTermsandConditions:

• Savings account

• QSaver

• Bonus Saver

• QantasPointsSaver

• Cash Management Account

• DIYSuperSaver

• Termdeposits

• Loanoffsetaccount

More information on account features can be found in “Accountfeaturesataglance.”

TheTermsandConditionsthatapplytooursavingsaccounts,paymentfacilitiesanddepositaccountsarecontainedinthisbooklet,ourelectronicconditionsofuse(“thee-Conditions”),atthebackofthisbooklet,ourInterestRates brochure and our Fees and Charges brochure.

For more information visit qudosbank.com.au or feel free to give us a call on 1300 747 747.We’rehappytohelp!

The information contained in this Terms and Conditions bookletisuptodateasat15February2016.

2. Quick referencesHerearesomeoftheimportantthingsyoushould knowupfront.

2.1 About Us TheseaccountsareprovidedbyQudosMutualLimitedtradingasQudosBank,ABN53087650557, Australian Credit Licence/AFSL No. 238305.

Weareamutualorganisation,whichmeansweareownedbyourcustomers(ourMembers).Membershipeligibility andconditionsaregovernedbyourConstitution, whichisavailablefromourwebsitequdosbank.com.au or by contacting us.

Ifyouneedhelp,youcancontactusby:

• phoning1300747747

• faxing0295823400

• writing to

QudosBank, LockedBag5020, Mascot NSW 1460

• emailingusbyaccessingyourOnlineBanking,choosing Other functions and selecting Send a Secure Message

2.2 Financial Services Guide Forinformationonourfullrangeofproductsandservices,pleaseseeourFinancialServicesGuide(FSG).OurFSG, our Constitution and information about how to join are availableonourwebsitequdosbank.com.au.


2.3 Member Care WeareproudtosubscribetotheCustomerOwnedBankingCodeofPracticeandtheePaymentsCode.Therelevantpartsofthesecodeswillapplytoyouraccount.

We’dliketohighlightour10keypromisestoyouundertheCustomerOwnedBankingCodeofPractice.Wepromiseyouthat:

1. We will be fair and ethical in our dealings with you

2. We will focus on our customers

3. Wewillgiveyouclearinformationaboutourproductsand services

4. Wewillberesponsiblelenders

5. We will deliver high customer service and standards

6. Wewilldealfairlywithanycomplaints

7. We will recognise customers’ rights as owners

8. Wewillcomplywithourlegalandindustryobligations

9. Wewillrecogniseourimpactonthewidercommunity

10. WewillsupportandpromotethisCodeofPractice.

Formoreinformationaboutour10keypromisestoyou,pleasevisitourwebsite.

IfyouwouldliketomakeacomplaintaboutourcompliancewithourpromisesandtheCustomerOwnedBankingCodeofPractice,pleaseseethe“Feedbackandresolvingyourcomplaints”section.

2.4 Member Numbers Wehaverelationshipswithourmembers,notwith accounts. That’s why when you join us we give you auniqueMemberNumber(orRIM).

Allofyouraccountsandpaymentserviceswithus are linked to your Member Number. This means you willreceivearegularstatementforyourmembership which shows all of your savings and loan accounts (howeverifyouhaveacreditcardyouwillreceivea separatestatementforthatcard).

2.5 Member Access Password We understand that sometimes you can’t come into a Member Service Centre but you would still like to talk to arealperson.TomakeiteasiertogiveusinstructionsoverthephoneyoucanarrangeaMemberAccessPassword.

ThefirsttimeyoucallourCallCentreon1300 747 747 wewillaskyousomequestionstohelpusconfirmyouridentity,thenwewillaskyoutochooseapasswordto usewhenyoucallusfromthenon.It’sassimpleasthat.


2.6 Privacy Wearecommittedtoprotectingyourprivacy.OurPrivacyPolicycontainsinformationabouthowyou:

• canrequestustoprovideyouaccesstoanypersonalinformationaboutyou,

• canseekcorrectionofpersonalinformationweholdaboutyou,

• maycomplainaboutabreachofanAustralianPrivacyPrincipleandhowwewilldealwithsuchacomplaint.

ThePrivacyPolicyisavailableonourwebsiteoronrequestby calling 1300 747 747 or at any of our Member Service Centres.WemaymakechangestoourPrivacyPolicyfromtimetotimeforanyreason.Forthisreason, we recommend that you review it on a regular basis.

YoumayrequestthatweprovideyouwithaccesstoyourpersonalinformationheldbyusinrelationtoyouraccountbycontactingourPrivacyofficerby:

• phoning1300747747duringnormalbusinesshours

• writing to the

PrivacyOfficer Qudos Bank LockedBag5020, MascotNSW1460Officer1481

• emailing [email protected]

2.7 Financial DifficultyIfyouareeverexperiencingfinancialdifficultypleaseletusknowandwewilldoourbesttohelp.Knowingearlyincreasesourabilitytohelpyoufindasolution.Insomecircumstanceswemaybeabletohelpbyrearrangingyourpaymentsbeforeyoufallbehindonyourloan.

Ifyouareinatoughsituationfinancially,pleasecallusimmediately on 1300 747 747.

2.8 Feedback and complaintsWestrivetoprovidethebestpossibleservicetoyouandyour family. And we love to hear from you.

So,ifyou’vehadagreatexperiencepleaseletusknow,asweliketopassonyourcomplimentstoourstaff.Ifyouhaven’thadsuchagreatexperience,pleaseletusknowthattoo,sowecanensurethatwe’realwaysimprovingandlearning how we can do things better.

Youcancontactusfromanywhereby:

• phoning1300747747

• faxing0295823400

• writing to

Qudos Bank LockedBag5020, Mascot NSW 1460

• emailingusbyaccessingyourOnlineBanking,choosing Other functions and selecting Send a Secure Message

Wewillaimtoresolvethematterwhenyoufirstcontactus.Ifyouaredissatisfiedwithourresponseandyou’dlikeanindependentreview,youcanreferyourcomplainttotheCreditandInvestmentsOmbudsmanby:

• phoning1800138422

• faxing0292738440

• writing to

Credit and Investments Ombudsman P.O.BoxA252 Sydney South NSW 1235

• emailing cio.org.au

For more information on how we will try to resolve your complaint,pleaseseeoursectionon“FeedbackandResolvingyourComplaints.”


a little more information, please!

3. Account features at a glanceLet’stakealookatoursavingsaccountsandpaymentservices.

Features Savings Account (S0)

Additional Savings Account (S1,2,3...)

QSaver Bonus Saver

100% Loan Offset

Term Deposits

Cash Management

Qantas Points Saver

DIY Super Saver (Availableonly forSuperfunds)

Applyoverphone,bypostorinbranch n n n n n n1 n n n

Applyonline n n n n n n n n

At call withdrawals n n n n n n n n

FixedTerm n

Tiered variable interest rate n n n n n n n

Bonus variable interest rate n n

Fixedinterestrate n

Loanoffset2 n

Noaccountkeepingfees n n n n n n n n n

Online Banking n n n n n n3 n n n

TelephoneBanking n n n n n n4 n n n

Mobile Banking n n n n n n5 n n n

CueCard 6 n n

Visa Debit Card 7 n n n

Chequebook n n n

Direct credit n n n n n n n n

Direct debit to another bank n n n n n n n n

Direct debit from another bank n n n n n n8 n n n

BPAY n n n n n n n n

Account transfer n n n n n n n n

Autotransfer n n n n n n n n

Bank@Post n n n

ATM/EFTPOS n n n

Westpacdepositbook n n n

SMS Banking n n n n n n n n

Member Service Centre access n n n n n n n n

EarnQantasPoints n

Minimum Balance n9

1 Termdepositscanonlybeappliedforoverthephoneforrolloversandnewterm depositswherefundseligiblearetransferredfromanaccountwithinthesameRIM

2 Linked to Qudos Bank eligible home loan only3 View only4 View only5 View only

6Forpeople12yearsorolder,notavailableonnon-personal(business)accounts7 Forpeople16yearsorolder,notavailableonnon-personal(business)accounts8 Initialdepositandatrolloveronly9 See our Interest Rate brochure for information on minimum balance and rates


Wewillallocate400QantasPointsperannumforeach$1,000oftheaveragebalanceofyouraccountincreditupto$1,000,000.00.ThislimitappliesperMember.

Pointsareallocatedmonthlyusingthefollowingformula:

(averagebalance/1,000)x(400/12)=monthlypoints

The average balance is the total of the daily balances during the month divided by the number of days in the month.

Examples:

Balance Points Monthly Points

$20,000 400per$1,000pa 667

$1,250,000 400per$1,000pa 33,333Note:Theseexamplesareindicativeonlyandusefiguresselectedbyustodemonstratehowtheproductworks.Theexampleisbasedona30daymonth,with the closing daily balance remaining the same for the entire month. The pointscalculationincludesroundingdowntothenearestwholepoint.

YouwillearnbothinterestandQantasPointsforthefirst$1,000,000.00ofyoursavings(perMember).Foranyamountover$1,000,000.00,youwillnotearnany QantasPoints,butyouwillstillearninterest.ThislimitappliesperMember.

Pointscalculationchangescanbemadeatourdiscretion.CalculatingandcreditingQantasPointsissubjecttotheQantasPointsBankingRewardsTermsandConditions (asamendedorsubstitutedfromtimetotime).Youcanfindout more information on our website or by contacting us on 1300 747 747.

Someaccessmethods,suchascards,cannotbelinkedtoaQantasPointsSaver.Ifyouneedthesefeaturesthenoneofourotherproductsmaybemoresuitableforyou.

5.CASHMANAGEMENTACCOUNT The Cash Management Account is an at-call cash managementsavingsaccountwithoptionalchequebookaccess.Someaccessmethods,suchascards,cannotbe linked to a Cash Management Account. If you need thesefeaturesthenoneofourotherproductsmaybemoresuitable for you.

6.DIYSUPERSAVERTheDIYSuperSaverAccountisanatcallsavingsaccountforself-managedsuperannuationfunds.TobeeligibletoopenaDIYSuperSaverAccount,youmustbetheTrusteeofanATORegulatedSuperannuationFundorSelfManagedSuperannuationFund.

3.1 Account Summaries

1. SAVINGS ACCOUNTSWecallourmainatcallsavingsaccountaSavings0(S0)account.ThisaccountisusuallyopenedwhenyoubecomeaMemberofQudosBank.Youcanalsochoosetoopenadditionalsavingsaccounts(S1,S2,S3etc).

Theseaccountsareprimarilydesignedastransactionaccounts. If you would like to earn higher interest on your savings you should consider some of our other depositaccounts.

2.QSAVERThisisouronlineatcallsavingsaccount.Itoffersahigherrateofinterestthanoursavingsaccounts,withafocusonelectronic access.

3.BONUSSAVERThisisasavingsaccountthatpaysabonusinterestrateeach month if you have made no withdrawals that month.

Whileyoustillenjoyeasyelectronicaccess,BonusSaveris designed to encourage saving. If you need to make withdrawalsonaregularbasis,youshouldconsiderone ofourotherdepositproducts.

Youcanonlyhaveoneatcallsavingsaccountthatoffersabonusinterestrate,suchasaBonusSaverorDIYSuperSaverpermembership/person.

4.QANTASPOINTSSAVERQantasPointsSaverisanat-callcashmanagementaccountthatoffersmembershipofQudosBank’sPointsBankingRewardProgram,wheretheprimaryaccountowneriscreditedwithQantasPointsbasedontheaveragebalanceof the account.

ToearnQantasPointswithaQantasPointsSaveryoumustalsobeaMemberoftheQantasFrequentFlyerprogramandprovideyourQantasFrequentFlyernumbertous.

QantasPointsSaverisonlyavailabletoindividualswhohave a residential address in Australia. It is not available to non-individuals,whichincludescompanies,partnerships,trusts,soletraders,superannuationfundsorself-managedsuperannuationfunds.

YoucanonlyhaveoneQantasPointsSaverperMember.


toanyothertermdepositmadeonthatdayforthesameamountandterm.Iftheapplicabletermoramountisnotavailableonthatday,therateandotherconditionswillbethoseapplicabletothenearest(shortest)termsavailableonthat day.

Duetothefixedinterestrateandterm,restrictionsapplytowithdrawalsoftermdeposits.Ifyoubelieveyoumayneed toaccessyourfundspriortomaturity,youshouldconsiderashortertermoranotherdepositproduct.

Youmaywithdrawthebalanceofyourtermdepositearly bygivingus31daysnotice.Howeverifyoudo,wewillreducetheinterestonthetermdepositfromthedateit wasopeneduntilthedateofwithdrawalby2%perannum.Ifyouhavealreadybeenpaidinterest,thereductionwillbedeductedfromthebalanceofthetermdeposit.

Intheeventofemergencyorthedeathofatermdepositowner,orjointowner,ifrequested,wemayagreeto earlywithdrawalofthetermdepositwithoutapplying theinterestreduction,oncompletionofthenormal legalrequirements.

8.LOANOFFSETACCOUNTYou can link your savings account to your eligible Qudos Bankhomeloaninyournameasaloanoffsetaccount. We will tell you which home loans are eligible to have a loanoffsetaccount.Insteadofbeingpaidinterestonyoursavings,theinterestyoupayonyourQudosBankhomeloan is reduced using the same rate as your home loan.

Itisimportanttonotethatthemaximumloanoffsetis limitedtothebalanceofyourloan.So,ifyoursavingsbalance is greater than your loan balance you should considerplacingtheexcessfundsinanotheraccount to earn interest on those savings.

Regardlessoftheamountintheloan/savingsaccount, noreductionwillapplytotheoutstandingprincipalofthelinkedloan.Theoffsetratecanneverexceedtheloaninterestratetowhichitrelates.Nooffsetbenefitwillapplyunlesstheloanoffset/savingsaccountisincredit.

Ifyoupayoutalinkedloan,itisyourresponsibilityto closeorcanceltheloanoffsetaccount,orhaveitlinked toanotherloanaccount.Ifyoupayoutthelinkedloan partwaythroughacalendarmonth,therewillbenooffset benefitfortheentiremonth.

Itoffersabonusinterestrateforbalancesof$10,000 ormore,wherenowithdrawalsaremadeinamonth.However,someaccessmethods,suchascardsandMemberchequebookscannotbelinkedtoaDIYSuperSaver Account. If you need these features then one of ourotherproductsmaybemoresuitableforyou.

Youcanonlyhaveoneatcallsavingsaccountthatoffersabonusinterestrate,suchasaBonusSaverorDIYSuperSaverpermembership/person.

7.TERMDEPOSITSTermdepositsofferafixedinterestrate(thismeanstheratewillnotchangeduringthetermofyourdeposit,unlessagreedbetweenyouandus).Youcanchooseatermof3,6,9,12,24or36months.Youcanchoosethatinterestbepaidmonthly(forallstandardterms),atmaturity(fortermsof12monthsorless)orannuallyandatmaturity(fortermsgreaterthan12months).

Theminimumtermdepositis$2,000.00for3monthsand$5,000.00forotherterms.Termdepositsover$1millionaresubjecttoapproval.

Ifwequoteyouaninterestrateforatermdeposit,theratemaydifferifyourdepositisnotmadeonthesameday. Theinterestratefornewtermdepositsmaybevariedwithout notice.

We’llissueyouwithaTermDepositCertificateonestablishmentandwhenindividualdepositsarerolledover.

Everynowandagainwemaysetmaximumandminimumamountsfortermdepositsandterms.Noregularfees orchargesarepayableoverthetermofthetermdeposit.

Wemayalsoofferothertermsfromtimetotime(“termdepositspecials”).Wewilltellyouanyconditionsthatapplytotermdepositspecialsbeforeyouapply.

Atmaturity(wewillsendyouamaturitynoticeatleasttwoweeksbefore),thebalancecanbeautomaticallyrenewedforthesameorclosestterm(subjecttoavailability)attheinterestrateapplicableatthetimeorcanbecredited to your Qudos Bank savings account.

If you don’t nominate how you want us to deal with the balanceatmaturity,wewillrenewtheprincipalandinterestforafurtherterm.Ifthetermdepositisrenewedbyus,theinterestrateandotherconditionswillbethoseapplicable


4. Words in plain English…IntheseTermsandConditions(unlessthecontextrequiresotherwise):

ABN means an Australian Business Number issued by the AustralianTaxationOffice.

Account ownermeansthepersonwhoappliedforandownsthe account.

ASIC means Australian Securities and Investments Commission.

ATM means automated teller machine.

AttorneymeansapersonauthorisedunderaPower ofAttorneyorguardianshiporadministrationorderissued byacourtortribunal,abletoactonyourbehalfinrespect offinancialmatters.

Autotransfermeanstheperiodicpaymentsthatyousetupfrom your account.

Bank@PostmeansanyAustraliaPostoutletdisplayingtheBank@Post™AgencyBankingsymbol.

BPAYmeanstheBPAY®billpaymentservicethatallows youtopaybillselectronically.

Business daymeansaweekdayexceptanational publicholiday.

Card means our CueCard and Visa cards.

ChequemeansachequeissuedbyyoufromaQudosBankchequebook.

Cleared funds means available funds that you can access inyouraccount.Thisincludeschequedepositsthathavebeencleared,cashdepositsanddirectdebits.

Corporate chequemeansachequeissuedbyQudosBank.

ElectronicbankingisacollectivereferencetoTelephone,Mobile and Online Banking.

e-Conditions means our electronic conditions of use (foundtowardsthebackofthisbooklet).

ePaymentsCode is the code issued by the Australian SecuritiesandInvestmentsCommissioninSeptember2011(asamendedfromtimetotime)whichregulatesconsumerelectronicpayments.

Fees and Charges brochureisourbrochurespecifyingfeesandchargesthatapplytotheaccount.

Identifier means information that you know but are not requiredtokeepsecretandwhichyoumustprovidetoperformatransaction(forexample,anaccountnumber).

Interest Rate brochure means our brochure setting out our current interest rates.

Membermeanssomeonewhoholdsmembership(by wayofpaidorunpaidshares)inQudosMutualLimitedtrading as Qudos Bank.

MemberAccessPasswordmeansthepasswordourCallCentregivesyoutofacilitateTelephoneBanking.

Member NumbermeansyouruniqueMembernumberwe give you when you become a Member of Qudos Bank (wealsocallthisa“RIM”).WegenerallyonlyallocateoneMembernumber,regardlessofthenumberofaccountsyouhold with Qudos Bank.

Member Service Centre means our branches created to servicefacetofaceMemberneeds(alsoreferredtoas a“branch”).

MemberServiceRepresentativemeansapersonyou speaktoatourCallCentre,inabranch,bytelephoneoremail communications.

MerchantmeanswhoeveracceptsyourVisacardinpaymentforthesupplyofgoodsorservices.

Mistakeninternetpayment is a withdrawal from one or more otherbankaccounts,wherefundsarepaidintoanaccountofanunintendedrecipientbecauseyouenterorselectabank/state/branch(BSB)numberoranidentifierthatdoesn’tbelongtotheintendedrecipient–asaresultof yourerror,oryoubeingadvisedthewrongBSBnumberand/oridentifier.

making sense of it all


Mobile BankingmeansourQActivemobilebankingappthatallowsyoutobankelectronicallyusingyoursmartphone,computertabletorphablet.

Online Bankingmeansourinternetbankingportalwhereyoucanaccessyouraccounts,makepaymentsandorganise your accounts online.

Passcode securityrequirements means the security requirementsforyourpasscodedescribedunder “Passcodesecurityrequirements”inoure-Conditions.

PINmeansyourconfidentialpersonalidentificationnumberused to access your account through your cards.

RIM(see“MemberNumber”).

Unauthorised transactions means a transaction on your account that’s not authorised by the user.

Us,our and we means Qudos Mutual Limited trading as Qudos Bank.

Youmeanseachpersonwhoopensanaccount,whether onyourownorjointly,oranAttorneyactingonyourbehalf.

5. Interpreting these T&CsWheninterpretingourTermsandConditions:

• headingsareonlyforconvenienceanddonotaffectinterpretation,

• awordorexpressionindicatingthesingularalsomeanstheplural,andtheotherwayaround,

• examplesaredescriptiveonlyandarenotexhaustive,and

• areferencetoanydocumentthatispartoftheseTermsandConditionsincludesareferencetoallamendments,supplementsandreplacementsofthatdocument.


6. Opening your Qudos Bank accountWe’vetriedtomakeourapplicationprocessassimpleandclearcutaspossible.Soonceyou’vereadtheseTermsandConditionsanddecidedoneofouraccountsisrightforyou,pleasemakesureyouprovideallthedetailsweneedforyourapplication.

Ifyou’realittleunsureofsomething,takealookatourwebsitequdosbank.com.auorfeelfreetocalloneofourMemberServiceRepresentativeswhowillbehappytohelpon 1300 747 747.

6.1 Am I eligible? Yes!AnyoneandeveryonecanbeaQudosBankMemberandbankwithus,aslongas:

• youresideinAustralia,and

• ourConstitutionsaysyou’reeligibleformembership,including:

–acurrentorformeremployeeoftheQantasGroup ofCompanies,anotherairline,QudosBank, agovernmentbody,orinthetravel,hospitality, freightorlogisticsindustries,

–afamilymemberofapersonwhoiseligible,or

–anypersonnominatedformembershipbyaMember (includingbyourMemberServiceRepresentatives).

6.2 How do I open an account with Qudos Bank? Whenyouopenanaccountwithus,youwillbecome aMemberandshareholder.Don’tworry,youdon’thavetobuyshareswhenyouopenyouraccount;you’llbeissuedwithfiveunpaid$2sharesthatmayonlybecalledupon in accordance with our Constitution.

ApplyingtobeaMemberiseasy,it’sincludedinourprocesswhenyouapplyforanyofourproducts.

6.3 What do I have to provide when I apply?

We’llrequireyour:

• fullname,

• Australianresidentialaddress,

• Australianphonenumber,

• dateofbirth,

• emailaddress,and

• otherdetailsrequestedintherelevantproductapplication.

Youmustalsoprovideuswithdocumentstoverifyyouridentityorbeverifiedonlinewhenyouapplyonline.

IfyouapplyinpersonyouwillneedtoprovidephotoID,suchas:

• aPhotoCard(NSWonly),

• StateorTerritorydriver’slicenceorproofofagecard,

• currentAustralianpassport,oronethatexpiredwithinthelast2years,

• photodriver’slicenceissuedbyaforeigngovernment,

• foreignpassportissuedbyaforeignGovernment,UnitedNationsorUNagency,

• nationalIDcard,withphotoandsignature,issued byaforeignGovernment,theUnitedNations, or a UN agency.

IfyoudonothaveaphotoID,youshouldcontactustodiscussotherformsofidentificationyoucoulduseinstead.

open for business!


6.4 What does “verification” mean? Wecan’topenorallowyoutotransactonyourQudosBankaccount until we’ve successfully checked your identity.

Allaccountownersneedtobeverified,asdoattorneys and signatories.

Youshouldnotethatwearelegallyunabletoopenanaccount using an alias without us verifying your identity under all the other names you are known by.

Tocomplywithourobligationsunderthelaw,wemay havetoverifyyouridentityagainifyou:

• openanewaccount,

• becomeasignatorytoanaccount,

• haveaadditionalcardissued,

• wishtowithdrawfunds,

• increaseyourwithdrawallimits,or

• provideuswithinstructionsaboutyouraccount

6.5 It’s easy to switch Account switching makes it easier for you to switch your accountfromonefinancialinstitutiontoanother.Bothyouroldandnewfinancialinstitutionwillhelpwithre-establishingyour direct debit and credit arrangements to your new account.

Formoreinformationonaccountswitching,pleasesee ourwebsitequdosbank.com.au.


7. What you need to know about fees, charges and interest7.1 Fees and chargesWechargeserviceandadministrationfeesforourproductsandservicesincluding:

• chequebookfee,

• corporatechequefee,

• cardreplacementfee,

• feesforSMSBankingalerts,

• dishonourfees,

• feesforprovidingadditionalstatementsandcopies ofdocuments,

• dormantaccountfees,

• telegraphictransfer,internationalbankdraftandbankchequefees,and

• feesforoverseasemergencyVisacardreplacementand/or cash advances.

Take a look through our Fees and Charges brochure for ourcurrentfeesandcharges,notingthatwemightchangefeesorchargeseverynowandagain.Ifwedo,we’llmakesureyou’renotifiedinaccordancewiththetableinthesection“Notifyingyouaboutchanges.”

Wewilldebityourprimaryaccountforanyapplicablegovernmenttaxesandcharges.

Fees or charges may be varied every now and again for ourdepositaccounts,exceptourtermdepositaccounts, which will not be varied within the term.

7.2 Earning interest This is how we calculate and credit interest to your account.

1.SAVINGSACCOUNTS,QSAVER,BONUSSAVERANDCASHMANAGEMENTACCOUNT

Interest is calculated on the daily balance of the account and credited at the end of each month. Tiered interest rates arebasedonrangesofdollaramounts.Generally,thehigherthe tier means the higher the interest rate.

Forexample:

IF

Thedailybalanceofyoursavingsaccountis$1,000.00forthewholemonthinSeptember

AND

The interest rate for the relevant tier is 1%

THEN

Interest for the month will be $0.82

IF

Thedailybalanceofyoursavingsaccountis$10,000.00forthewholemonthinSeptember

AND

The interest rate for the relevant tier is 2.5%

THEN

Interest for the month will be $20.54Note:Theseexamplesareindicativeonlyanduseratesandfiguresselectedbyustodemonstratehowtheproductworks.Actualinterestratesvaryfromtimetotime.Theexamplesarebasedona30daymonth,withtheclosingdailybalanceand interest rates remaining the same for the entire month. The calculations aboveincludetruncationofdailyinteresttothe2nddecimalplaceandthecarryovertothenextdayoftheremaininginteresttothe12thdecimalplace.

BonusinterestwillalsobepaidonBonusSaveraccountswhere there have been no withdrawals in the month.

Wemaychangeinterestrates,themethodofcalculationorthefrequencyofinterestpaymentsbygivingyoupriornoticeof the change. For more information on how we give you noticesinrelationtointerestratechanges,pleaseseeoursection“Notifyingyouaboutchanges.”

Ifwemakeanychangestotheinterestrate,wewillactreasonablyandinaccordancewithourprincipalsas a mutual organisation.

Ifyouraccountisoverdrawn,interestwillbechargedontheoverdrawn amount calculated on the closing daily balance and debited at the end of the month. Qudos Bank will use the same interest rates on overdrawn amounts as the current interest rate for unsecured overdrafts from time to time.

Current interest rates are available in our Interest Rates brochure,fromMemberServiceCentres,innewsletters or from our website.

money in my pocket!


2.100%LOANOFFSET

SavingsAccountswitha100%loanoffsetarenotpaidorcredited interest when they have a credit balance. Instead the amount of interest on the linked Qudos Bank home loan isreducedbyaloanoffsetbenefit.

The100%loanoffsetbenefitiscalculatedonthedailycreditbalance of the savings account and credited against the interest due on the linked Qudos Bank home loan at the end of each month.

TheloanoffsetrateisthesameastheinterestrateforthelinkedQudosBankhomeloan.Loanoffsetratesmaychange in the same way as Interest Rates.

Forexample:

IF

theinterestrateonyourlinkedmortgageloanis7.50%pa

AND

theclosingbalanceofyourloanoffsetsavingsaccountforeachdayinFebruaryis$50,500.00

THEN

yourloanoffsetbenefit,creditedagainsttheinterestdueonyourlinkedmortgageaccounton28February,wouldbecalculatedasfollows:

$50,500.00x0.0205%=$10.35x28(days)=$289.80(roundedofftonearestcent)

3.TERMDEPOSITS

Interestontermdepositaccountsiscalculatedonadailybasisandisfixedforthetermofthedeposit.Interestwill be calculated from the date of lodgement of the Term Deposit,butwillnotbepaidforthedayonwhichthedepositmatures.

Interestpayablemonthlyispaidtoyoueachmonthonthedateoftheoriginaldepositandatmaturity.Theamountofmonthlyinterestwillvarydependingonthenumberofdaysinthemonth.Thisoptionisavailableonalltermdeposits,exceptwherespecifiedontermdepositspecials.

Interestpayableatmaturityisnotpaiduntilmaturityofthetermdeposit.Thisoptionisnotavailableondepositswithterms greater than 12 months.

Interestpayableannuallyispaidattheendofeach12monthsandatmaturity.Ifyouselecttheannualinterestoptiontheinterest earned is credited to your savings account and cannotbecreditedtotheTermDeposituntilmaturity. Thisoptionisavailableondepositswithtermsinexcess of 12 months.

Forexample:

IF

youhavea4monthTermdepositof$10,000.00from1/03/209to1/07/2009(totalof122days)

AND

interestispayableatmaturity

AND

the interest rate is 4.2%

THEN

Theinterestis$140.38(interestistruncateddaily,there isnocarryoveronthelastdayoftheterm).Note:Thisexampleisindicativeonlyandusesratesandfiguresselectedbyustodemonstratehowtheproductworks.Notethecalculationincludestruncationofdailyinteresttothe2nddecimalplaceandthecarryovertothenextdayoftheremaininginteresttothe12thdecimalplace(exceptforthelastdayofthetermwhenthereisnocarry-overoftheremaininginteresttothe12thdecimalplace).

Youcanfindinformationonourcurrentinterestrates in our Interest Rates brochure and on our website qudosbank.com.au.

4.DIYSUPERSAVER

AstandardinterestrateappliestothewholebalanceoftheDIYSuperSaverAccount.Inadditiontothestandardinterestrate,ifthebalanceis$10,000ormoreandtherehavebeennowithdrawalsmadeontheDIYSuperSaverAccountinthemonth,abonusinterestratewillapplyforthat month.

PleaseseeourInterest Rates brochure for the current interest rate and bonus interest rate.

Interest is calculated on the daily balance of your account and credited at the end of each month. The daily interest rate is the interest rate divided by 365.


Thestandardinterestrateappliestothebalanceoftheaccount,whetherornottherehavebeenanywithdrawalsinthemonth.Thebonusinterestratewillapplytobalancesof$10,000ormore,iftherehavebeennowithdrawals inthemonthandwillbepayableontheentirebalance.

Example:

Without bonus interest

Balance Base Interest Interest Paid

$9,000.00 1.75%pa $12.95

With bonus interest

Balance Base+ Bonus Interest

Interest Paid

$10,000.001.75%pa+1.00%p.a.=2.75%p.a.

$22.60

Note:Theexamplesaboveareindicativeonlyanduseratesandfiguresselectedbyustodemonstratehowtheproductworks.Theexamplesarebasedona30daymonth,withtheclosingdailybalanceremainingthesamefor the entire month. The calculations above include truncation of daily interest tothe2nddecimalplaceandthecarryovertothenextdayoftheremaininginteresttothe12thdecimalplace.

7.3 Government benefits and tax implicationsInterestearnedonyoursavingsandtermdepositaccounts mustbedeclaredforincometaxpurposesmayimpactyourincometaxoranyGovernmentbenefitsyoureceive.Youshoulddiscussthiswithyourtaxadviser.

7.4 Your Tax File Number (TFN) Whenyouopenanaccountwithus,wewillaskforyourTFN. You do not have to disclose your TFN to us. If you choosetodiscloseit,we’llnoteyourTFNonanyaccountyouopenwithus.

Ifyoudon’tdiscloseyourTFN,orquoteanexemption, wewilldeductwithholdingtaxfromanyinterestpaidonyouraccount,atthehighestmarginalrate.

Forjointaccounts,unlessbothaccountownersprovideuswiththeirTFNand/orexemptions,withholdingtaxwillapplytoallinterestearnedonthejointaccount(evenwhereoneaccountownerprovidestheirTFN).

BusinessescanquoteanABNinsteadofaTFN.


8. Transacting on your accountBeforewegiveyoutheinsandoutsofoperatingyouraccount,hereareafewgeneralthingswe’dlikeyouto knowaboutdeposits,withdrawalsandbalances.

We’llprocessdepositsandwithdrawalsassoonaswecan,but not necessarily on the day we receive them.

Ifthere’sanerror,achequehasbeendishonoured, oracreditreversed,wemayneedtoadjustyourdepositsandwithdrawalsandconsequentlyyourbalance,toreflectboth yours and our legal obligations.

8.1 Joint accountsIfyouopenanaccountjointlywithsomeoneelse,youauthoriseustoactonanyinstructiongivenbyeitherofyou,unlessyoubothagreethatallaccountownersmustprovidethe instruction before we act on it.

Ifyouopenajointaccount,itcanbeoperatedby:

• All to sign–meaningthatalljointownersmustinstructustooperatetheaccount(forexample,allpartiesmustsignawithdrawalslip,chequeetc),or

• Either to sign–meansthatyouandyourjointaccountownercanoperatetheaccountindependentlyofeachother and instructions about your account can be given byeitherofyou(forexample,onlyonepartyhastosignawithdrawalslip,chequeetc).

While all account owners must consent to make the account either to sign,anyonejointaccountownercancancelthisarrangement,makingitall to sign.

Ifacardorelectronicbankingisrequiredforajoint account,thentheaccountmustbeoperatedbyeither to sign.

Otherimportantthingsyouneedtoknowaboutjointaccountsare:

• Credit balance–Thecreditbalanceisheldjointly byallaccountowners,

• Survivorship–ifonejointaccountownerpassesaway, we treat the balance of the account as belonging to the livingaccountowner(forbusinessaccountsdifferentrulesmayapply–seeNotebelow),

• Authority/ Disputes–Ajointholdermayonlymake awithdrawalonthetermsofanyauthoritytooperate ontheaccount.Ifwebecomeawareofapotential disputebetweenjointaccountowners,wemaydecide torestricttheaccountandonlypermitoperation oftheaccountwhenallpartieshavesignedthe necessaryauthority,

• Joint and several liability–iftheaccountisoverdrawn,eachjointaccountownerisindividuallyliableforthefullamountowing,

• Cheque payees–wemayacceptachequeinto ajointaccountwhichispayabletoanyoneormore of the joint account owners.

Note:Therightofsurvivorshipdoesnotautomaticallyapplytojointbusinessaccounts,suchaspartnerships.Apartner’sinterestinabusinessjointaccount wouldnormallypasstobeneficiariesnominatedinthepartner’swillornextofkinifthereisnowill.Ifyouareoperatingabusinesspartnershipjointaccount,youshould obtain legal advice to ensure your wishes are carried out.

8.2 Trust accounts Youcanopenanaccountasatrustaccount.However, youshouldnote:

• wearenotawareofthetermsofthetrust,and

• we do not have to verify transactions are authorised by the trust.

You agree to indemnify us for any claim made against usinrelationto,orarisingoutofthattrust.

8.3 Authorising others to operate on your accountYou can let us know anytime whether you would like toauthorisesomeonetooperateonyouraccountsbycompletingan“AuthoritytoOperate”form,whichis available at any Member Service Centre or by calling 1300 747 747.

Wewillhowever,havetoverifytheperson’sidentitybeforetheycantransactonyouraccounts(seeoursection“Whatdoes“verification”mean?”).

Becauseyouareresponsibleforalltransactionsmadebyyourauthorisedperson,youshouldensurethatyoubothknow and trust this person completely.

money in, money out...


Youcannominatethemethodofoperatingtheaccount tobe:

• any account owner or signatory to sign/ either to operate(thisisthedefaultmethodunlessstatedotherwise).Forexample,youoryoursignatorycanoperatetheaccountbysigningwithdrawalslips,chequesetc.,

• allaccountownersandsignatoriestosign(i.e.you andyoursignatorymustbothsigntooperatetheaccountbybothsigningwithdrawalslipsorchequesetc.),oranothermethodwhichyouspecifyandisacceptabletous.

Authorisedsignatoriescanoperatetheaccountbuthavelimitsonmanagingtheaccount.Forexample,anauthorisedsignatorycannot:

• openorcloseaccounts,

• changeanaccountowner’saddressdetails,or

• appointothersignatories.

Thesearethetypesofinstructionsonlyanaccountownercanprovide.

Ifwebelievethereisadisputeontheaccount,wemayrestricttheaccountandrefusetoallowoperationontheaccountuntilallpartieshavesignedthenecessaryauthorityor instruction.

Wecanstoptheauthorisationatanytime,aslongasyousend us a withdrawal of your authorisation in writing.

Otherwise,theauthoritywillremaininforceuntilwereceiveandprocessacancellationofauthorisationinwritingorwrittennoticeofthedeathofthepersongrantingtheauthority. Notice of cancellation must be signed by all survivingaccountowners.WemayrequireanewAuthoritytoOperatebeforeweallowfurtheroperationoftheaccount.

Ifacardorelectronicbankingisrequired,thentheaccountmustbeoperatedbyeithertosign.

8.4 Making deposits1.HOWTOMAKEDEPOSITSTOYOURACCOUNT

• cash/chequeatanybranch

• transferring money from any of your other eligible Qudos Bank accounts

• transferringmoneyfromanotherfinancialinstitution

• arrangingadirectdeposit,e.g.salarypaymentsfromyouremployer(pleasenotethatwecanreverseadirectcreditifwedonotreceivefullvalueforthedirectcredit)

• cash/chequeataWestpacbranchusingaspeciallyencodeddepositbook

• cash/chequeatAustraliaPosts’Bank@Post(see“MakingdepositsusingBank@Post”below)

We’reunabletoacceptdepositsof:

• internationaldrafts,chequesorcurrency(unlessforeigncurrencyisconvertedintoAustraliandollarsfirst),

• coins,

• traveller’scheques,or

• cash/chequesatanATM.

2.DEPOSITSUSINGELECTRONICEQUIPMENT(INCLUDINGDIRECTCREDITS)

Ifyoumakeadepositthat’sreceivedbyourelectronicequipmentordevices,we’lltakeresponsibilityfromthetimeyoucompletethedeposit,subjecttoverificationoftheamountoramountsdeposited.

We’llcontactyouassoonaspossibleifwefindadifferencebetweenthedepositamountrecordedbyourelectronicequipmentandtheamountwereceive.

Youshouldnotethatelectronicdepositsmaynotbeprocessedonthesameday.

3.DEPOSITINGCHEQUES

YoucanonlyaccessfundsdepositedbyanAustralian cheque,oncethechequehasbeenclearedbyus.Fromthedayyoudepositachequeintoyouraccount,itgenerallytakes 3 business days to clear.

4.MAKINGDEPOSITSUSINGBANK@POST™

DepositscanbemadeatanyAustraliaPostoutletofferingtheBank@Postservice.

TomakeBank@PostdepositsyouneedyourCueCard orVisacardlinkedtothesavingsaccountyouwanttodepositto.Depositscanbecash,chequesoracombinationofboth.

Forcashdeposits,notethatAustraliaPostmaylimittheamountofcashyoucandepositeachdayusingthe Bank@Postserviceandmayrefusetodepositexcessivecoins or small denomination notes.


Forchequedeposits,notethatAustraliaPostisunabletoacceptchequesthatarefuturedated,stale(datedmorethan15monthsagoattimeofreceiptbyAustraliaPost),notauthorised,physicallyaltered(withoutinitialisationbydrawer)orifpayeedetailsaremissing,notdrawnonanAustralianfinancialinstitution,orpayabletojointnames(chequesmustbepayabletothenameonyourcard).

YoushouldnotethatdepositsthroughBank@Postcantakeup to 10 days to clear.

8.5 Making withdrawals 1. HOW YOU CAN MAKE WITHDRAWALS FROM YOUR ACCOUNT

• Over the counter at any Qudos Bank Member Service Centre

• Direct debit

• Cheque(ifyouraccounthasachequebook)

• Telephone,MobileorOnlineBanking

• BPAY

• ATMs(ifyouhaveanaccesscardlinkedtoyouraccount)

• selectedEFTPOS(ifyouhaveanaccesscardlinkedtoyouraccount)

• using your Visa card

• Bank@PostatAustralianPostOfficebranches (ifyouhavecardaccess)

Refer to our e-Conditions for more information.

We may have to identify you or check any authorisation you givetosomeoneelsetowithdrawonyourbehalf,beforewecanprocessanywithdrawal(includingoverthecounterwithdrawals).

2.OVERTHECOUNTERWITHDRAWALS

Generally,youcanmakeoverthecounterwithdrawalsincash,byobtainingaQudosBankcorporatechequeormaking transfers between accounts. For information on how muchyoucanwithdraw,takealookatour“Withdrawalsandtransactionlimits”sectionbelow.

If you ask someone to conduct a withdrawal for you at one ofourMemberServiceCentres,wemayrequireyoutoprovideyourwrittenauthorisationtoverifyyourinstructions.

PleaseseeourFees and Charges brochure for current fee information.

3.WITHDRAWALSBYCHEQUE

Youcanmakepaymentsbycheque,dependingonwhetheryouraccountallowschequebookaccess(seesection“Accountfeaturesataglance”).Ifitdoes,we’llgiveyoutheoptionofhavingachequebookwhereyoucandrawchequeson our bank or other banks as we choose. We’ll debit your accountfortheamountofeachchequethatyoudraw.

Pleasemakesureyouhavesufficientfundsinyouraccountbeforeyoudrawacheque.Ifyoudon’t,wemayinstructourbanktodishonouryourcheque.Wecanalsoallowthechequetobepaidandoverdrawyouraccount.Ifwedo, wewillchargeyouinterestandfees(pleaseseesection on“Overdrawing”).

Youcanstopapaymentonachequebywritingtouswithsufficientdetailstoidentifythechequeandstopit.Ifyouaskustostopachequeverbally,wecan’tactionitunlessyouhaveimmediatelyconfirmedyourrequestinwriting. Youmust,ofcourse,dothisbeforewehavepaidacheque.

NochequeswillbecashedatWestpacBankunless priorarrangementshavebeenmadebetweenyou, QudosBankandWestpac.

Itisyourresponsibilitytoensurethatallyourchequesareproperlycompleted.Anychequepresentedforpaymentwhichisincomplete(undated,unsignedorwithoutapayee)may be dishonoured.

Formoreinformation,pleaseseethesection“Moreinformationoncheques”below.

4. WITHDRAWALS USING OUR CORPORATE CHEQUES

Thisisourcorporatechequeyoucanobtainfromus,whichwe’llmakeitpayabletoapersonyounominate.Wewilladvise you if we charge a fee. Our current fees are found in our Fees and Charges brochure.

Ifyouloseacorporatechequeorsomebodystealsit,youcanaskustostopitspaymentby:

• completingourrequestformandattachingevidence ofthelossortheftofthecheque,and

• givingusanindemnity(theindemnityprotectsusifsomeone else claims that you wrongfully authorised ustostopthecheque).


Wewillnotstoppaymentonacorporatechequeifyouusedittobuygoodsandservicesthatyouarenothappywith.Youmustseekarefundorcompensationdirectlyfromthegoodsandservicesprovider.Ifyouneedhelpdoingthis, we suggest that you contact a Government Consumer Agency(forexample,ifyouareinNewSouthWales, NSWFairTrading)forguidance.

5.DEBITINGTRANSACTIONSGENERALLY

We will debit transactions we receive in the order we determine(atourabsolutediscretion).Transactionswillnotnecessarilybeprocessedtoyouraccountonthesameday.

Wemaydeclinetoacceptyourauthorisationforanytransaction,ifweareuncertainoftheauthenticityorvalidityoftheauthorisationoryourlegalcapacitytogivetheauthorisation.Wewillnotbeliabletoyouoranyotherpersonforanylossordamagesufferedasaresultofouraction.

Ifyoucloseyouraccountbeforeweprocessadebittransaction,youwillremainliableforanydishonourfeesincurred from that transaction.

6.DIRECTDEBIT

Adirectdebitisanauthorityfromyoutoanotherpersonorinstitution(“merchant”)tomakepaymentsbyelectronicallydebiting your account.

You can nominate eligible Qudos Bank accounts to be used fordirectdebitrequestsfrommerchants,otherfinancialinstitutions or organisations.

Generally,themerchantwillprovideyouwithadirectdebitrequestformforyoutocompleteandsigntogivethemtheauthority to debit from your account.

Tocancelyourdirectdebit,youcanletusorthemerchantknow,atanytime.Ifyouaskustocancelthedirectdebits,wewillputastoponanydebitingtransactions,howeveryoumust cancel the direct debit with the merchant.

We suggest that you contact both to make sure the direct debitiscancelledpromptly.

All direct debits are included in your monthly transaction totals.

If a direct debit authority is given to a merchant using a Visa card,the e-Conditionswillapply.

You should always review your account statements to ensure the merchant is debiting your account in accordance with your instructions.

Ifyou:

• believeadirectdebitiswrongyoushouldfirstcontactthemerchanttofixit.Wearenotresponsibleforcompensatingyouforanymerchanterror

• don’thavesufficientclearedfundsinyouraccountforadirectdebit,itmayberejected.Youshouldcontactthe merchant to let them know. Any fees the merchant chargesasaresultareyourresponsibility

• setupdirectdebitpaymentsonyourVisacardandfindanyunauthorisedorirregulardebits,youneedtocontact us immediately on 1300 747 747

• have 3 consecutive direct debit instructions dishonoured,wecancancelyourdirectdebits.Ifwedothis,merchantswillnotbeabletodebitfromyouraccount.Dependingonthedirectdebitagreementyousignwithyourmerchant,theymaychargeyouadishonourfeeforeachdirectdebitrequestdishonoured

7.PAYPAL

WhenyouusePayPalyouareauthorisingPayPaltodebitfromyouraccountasadirectdebit“merchant”(justliketheDirectDebitssectionabove).

Youshouldnotethat:

• youareresponsibleforallPayPaldebitstoyouraccount

• ifyoudisputeaPayPaldebit,youmustcontactPayPaldirectly

• wearenotresponsibleforcompensatingyouforanydisputedPayPaldebitorforreversinganydisputedPayPaldebittoyouraccount

• tocancelanyPayPaldirectdebitarrangement,pleasecontactusorPayPaldirectly

• when you ask us to cancel your direct debit arrangementwithPayPal,wewilldothisassoonaswecan,butwearenotresponsibleifPayPaldoesn’trespondassoonaspossible,oratall

8. WITHDRAWAL AND TRANSACTION LIMITS

Welimittheamountofdailywithdrawalsorpaymentsyoumake using electronic access methods or in our Member Service Centres.


Pleasenotethatmerchants,billersorotherfinancialinstitutionsmayimposeadditionalrestrictionsontheamountoffundsthatyoucanwithdraw,payortransfer.

Wemayalsorequireyoutoapplyfornewtransactionlimits ifyouchangeanyaccesscode.Ifthisisthecase,wewillrequireyoutoprovideproofofidentitythatsatisfiesus.Wemayalso reduce transaction limits to zero for security reasons.

Our daily cash withdrawal and transaction limits are below.

Transaction By Minimum Daily Maximum

Cash withdrawal Over the counter at Member Service Centre

$5 $2,000

Cash withdrawal ATM–CueCard/Visa card

$20 $1,000

Cash withdrawal EFTPOS–CueCard/Visa card

$20 $1,000

Transaction EFTPOS–CueCard/Visa card

None $15,000

Externaltransfer Mobile and Online Banking

None $5,00012

Internal transfer to accounts within same membership)

Mobile and Online Banking

None $25,000

Internaltransfer(toaccounts within same membership)

Telephonebanking

None $25,000

Transfer to another Qudos Bank account (outsideyourmembership)

Telephone,Mobile and Online Banking

None $25,000

BPAYtransfer Telephone,Mobile and Online Banking

None $25,000

Eachtransaction VisapayWave None $10013

Transactions in a day VisapayWave None $20013

12 Youcanaskustoincreasethislimittoamaximumof$25,000,seeoursection“WhatifIneedtowithdrawmorethanthelimitallows?”inthesectionbelow.

13 ThepayWavetransactionlimithasbeensetto$100.00.YoucanuseVisapayWaveforatotalnumberofpurchasestotalling$200i.e2payWavetransactionsupto$200or5payWavetransactionsupto$200perday. Formoredetails,seeourwebsitequdosbank.com.au.

9.WHATIFINEEDTOWITHDRAWMORETHANTHE LIMIT ALLOWS?

Ifyourequirealargercashwithdrawalamount,wecanmakearrangementswithourbank(Westpac)tocash aQudosBankcorporatecheque.

You may increase your electronic withdrawal limit with our approval,bycalling1300747747orsendingasecureemailaskingustoincreaseyourlimit.PleasenotethatwewillnotallowalimitincreaseunlesswehaveproofoftheidentityoftheMemberorsignatoryrequestingthelimitincrease.

8.6 Payment services generallyAlthoughweendeavourtoeffectpayments,wedon’tacceptresponsibilitytomakethem,andaccordinglywewon’tincur any liability through any refusal or omission to make paymentsorbyanyreasonoflatepaymentorfailuretofollow instructions.

Wemaydeterminethepriorityofpaymentsfromyouraccount at our absolute discretion.

Apaymentinstructionwillremaininforceforourprotectioninrespectofpaymentsmadeingoodfaithafteryourdeath,bankruptcyorcancellationoftheinstructionsoruntilwereceive notice of any of those events.

Wearenotrequiredtopayanamountwhichexceedstheavailable balance of your account.


8.9SweeptermsWemaytransferfunds(sweep)betweenaccountsinyourmembershiptomeetsomewithdrawalswhichwouldotherwiseoverdrawyouraccount.Sweepoperatesatourdiscretionandweacceptnoresponsibilitytomakesweeps.Wewillnotincur any liability from our failure to do so for any reason.

8.10 We may combine your accountsIncertaincircumstances,wemayhavetherighttouse any credit balance in any savings account you have with ustorepayanydebtthatyouoweus.

Ifwecombineaccounts,we’llcomplywithanyapplicablerequirementsoftheCodeofOperationfortheDepartmentofHumanServiceandDepartmentofVeteran’sAffairsDirectCreditPayments.

We’llinformyoupromptlyafterexercisingourrighttocombineyour accounts.

8.11 Credit reversalWe may reverse any credit to any of your savings accounts thatwehavereceivedonyourbehalfifwe,foranyreason,do not receive value for the credit or the credit is reversed bythepayee’sfinancialinstitution.

8.12Changingyourdetails(name,address, emailetc.)Pleaseletusknowimmediatelyifanyofyourdetailschange.

Ifyournamechanges,youmustprovideuswithacertifiedcopyofyourmarriageorchangeofnamecertificate. We may ask you to bring in your documents to a branch.

8.7 Overdrawn accountsAswedon’tprovidecreditonyouraccounts(unlessyouhaveanapprovedoverdraftlinkedtoyouraccount),youmust not withdraw an amount greater than the available balance in your account.

Youmustkeepenoughclearfundsinyouraccountto coveranycheque,directdebitandelectronictransactions. Ifyoudon’t,wecandisallowthetransactionandchargeyoudishonourfees(seeourFees and Charges brochure).

Ifawithdrawalwilloverdrawyouraccount,wemaystillallowthewithdrawal.Ifweallowyouraccounttobeoverdrawn,wedosoonthefollowingterms:

• interest will be charged at our current rate for unsecured overdrafts,calculatedonthedailyclosingbalanceanddebitedattheendofthemonth,(seeourInterest Rate brochureforcurrentrates),

• youmustrepayyourdebttousandpayanyaccruedinterestonthatdebtimmediately,and

• you must return the account to a positive balance.

Youshouldinformusassoonaspossibleifyouareinfinancialdifficulty.Ifso,pleasecalluson1300 747 747.

8.8 We may transfer money to cover any overdrawing Ifyouraccountisoverdrawn,wemaytransferthemoneyto cover any losses from any other account you have with usthat’sinthesamenameasyouroverdrawnaccount,including joint accounts.

Ifanyotheraccountyouholdwithusisoverdrawn,includingjointaccounts,wemaytransfermoneyfrom yourdepositaccountsuptotheamountowing.

We’re not liable for any loss that may occur whether we do this or not.

Ifwetransfermoneytocoveranyoverdrawing,we’lllet youknowassoonaspossibleafterdoingso.


8.13 Dormant accounts If you don’t carry out any transactions on your account for atleast12months(asidefromourtransactions,like creditinginterestordebitingfeesandcharges),wemaywritetoyouaskingifyouwanttokeeptheaccountopen. Ifyoudon’treply,wemaytreatyouraccountas “dormant.”

Thismeansthatwemay:

• chargeadormancyfee,and

• stoppayinginterestorreducetheamountofinterest.

When your account remains dormant for 7 years we are legallyrequiredtoremitbalancesmorethan$500to ASICas“unclaimedmoney.”Thisdoesnotapplytochildren’s accounts.

Pleaseseeour Fees and Charges brochure for more information.

8.14 Closing accounts and cancelling accessYoucancloseyouraccountsandmembershipatanytime,bylettingusknowandsurrenderingyourchequebookand any access cards at the time. We may defer closure andwithholdfundssufficienttocoverpaymentofanyoutstandingcheques,electronictransactionsandfeesetc.

If you would like to cancel any access facilities (e.g.CueCard,Visacard)youcandosoatanytimebycalling us on 1300 747 747.

Aftergivingyoureasonablenoticewecan:

• closeyouraccountbynotifyingyouandpayingoutthebalanceofyouraccount,or

• cancel any access facility for security reasons or if you breachtheseTermsandConditions,or

• classifyyouraccountasdormant(seesectionon“Dormantaccounts”).

WemayrequestthereturnofanyCueCardorVisacardauthorisedforuseonyouraccount,unlessitisauthorisedfor use on someone else’s account.

8.15MoreinformationaboutchequesWedonothavetoissueyouwithachequebookifyouhavean unsatisfactory banking history with us or if you’re under 18 years old.

Inobtainingachequebookfromus,youacceptandagreethatyou’veappointedbothQudosBankandIndueLtd(“Indue”)asyouragentandthatyouhaveauthorisedeach ofthemto:

• conductaccountswithWestpacBank(toenableyoutodrawchequesfromyourQudosBankaccountandmakedepositstoWestpacBank),

• transfer funds from your Qudos Bank account to meet theamountofchequesorpaymentordersthatyouoryourauthorisedsignatorieshavesigned,andtomeetallfees and charges made or incurred by Qudos Bank orWestpacBank,and

• discloseinformationaboutyouraccounttoWestpacBankinordertoprocessyourtransactions.

YoualsoacceptthatQudosBank,IndueandWestpacBankmaydisclosetoeachother,allinformationrelatingtothetransactionscompletedonyourbehalf.

Wemayrefusetopayordishonouranychequepresentedforpayment,if:

• WestpacBankreceivesadirectionfromInduetodishonourthecheque,(whetherornotthedirectionisauthorisedorjustified),

• atthetimethechequeispresented,dishonouringthechequeisthecurrentbankingpractice,

• Induedoesn’tpayWestpacBank,anamountoffundsequaltothevalueofthecheque,

• Indueisunderadministrationorintheprocessofbeingwoundupand/orWestpacrefusestocarryonbusinesswithIndue,or

• wehaveterminatedthechequingfacilityorits linked account.


Wedon’tacceptanyresponsibilityiflapseoftimeistreatedasadishonourofacheque.

Ifyouoverdrawyouraccountbecausewedecidedtopayyourcheque,youmayincuroverdrawingfeesandcharges.Pleaseseeour“Overdrawing”sectionformoredetails.

Wemayalsowithdrawyourchequefacilityatanytime,whichmeansthatyoucan’tissueanychequesafterwehave withdrawn the facility.

Youcancancelchequesorreportlostorstolencheques orchequebooksanytimeeitherinwritingorcallinguson1300 747 747.

8.16 Your account statements We’ll issue you with a statement of account every three months(includingthethreemonthperiodinwhichyouraccountisclosed).

Foraccountsthathaveapre-arrangedcreditfacility (e.g.overdraftaccounts),statementswillbesentmonthly orasrequiredbytheapplicablelaw,ePaymentsCode ortheCustomerOwnedBankingCodeofPractice.

Savings accounts with an overdraft will receive monthly statements.

Your statements will be available to you online if you have registered for electronic statements in your Online Banking. Onceyou’veregistered,youcanaccessyourstatementsbylogging into your Online Banking.

Alternatively,ifyouwantacopyofaparticularstatementyoumaycallus.However,wewillchargeyouafeeforprovidingstatementsorcopies(seeourFees and Charges brochure).

Eachstatementwillrecordalltransactionsonyouraccountsince the last statement. We recommend you check your statements carefully.

Ifyouwouldliketocheckyouraccountdetails,orbelievethere’samistake,oratransactionwasn’tauthorisedbyyou,you should contact straight away by calling 1300 747 747 or sending a secure email through your Online Banking.

Type of change Notice

Increasing any fee or charge 30 days

Adding a new fee or charge 30 days

Reducing the number of fee-free transactionspermittedonyouraccount 30 days

Changing the minimum balance to whichanaccountkeepingfeeapplies 30 days

Changing the method by which interest is calculated 30 days

Changing the circumstances when interest is credited to your account 30 days

Changingdepositrates On the day of the change

Increasing your liability for losses relatingtoePayments(seeour“ElectronicConditionsofUse”formoredetails)

30 days

Imposing,removingorchanging anyperiodictransactionlimit 30 days

Changing any terms or conditionsInournextcommunication after the change

8.17 Notifying you about changesWemaychangefees,chargesinterestratesandotherconditions at any time. This is how we will inform you ofanychanges:


We’llsendyounoticesthroughanynumberof,andanycombinationofthemethods,including:

• letters

• noticesonorwithyournextaccountstatement

• QNews newsletters

• media advertisements

• our website.

We’llalwaysusethemethod/smostappropriatetothetypeandextentofthechange,keepinginmindthecosteffectivenessofthenoticemethod.

8.18 Sending notices and statementsYouwillreceiveournoticesandstatementsby:

• post–totheaddressinourrecords,oramailingaddress you have nominated

• fax

• email

• mediaadvertisements(forsomenoticesonly)

Noticesandstatementscanbepostedtoourwebsiteif you agree to receive them this way. We’ll let you know how we’llnotifyyouofourpostings,ifthisfunctionisavailable on your accounts.

8.19 LiabilityWe’re not liable for any loss or damage caused to you by personsauthorisedtooperateonyouraccount,exceptwhere it arises from fraudulent conduct by our agent or employeeorifweareliableunderlawortheePaymentsCode. We’re also not liable for any loss or damage caused byanydelayinprocessinganyMemberrequest.

8.20 AuthorisationsYou:

• acknowledge that we have the right to refuse authorisationforyoutocompleteanytransaction foranyreason,and

• agree that we won’t be liable to you or anyone else foranylossthatyouoranyoneelsemaysufferas a result of our refusal to authorise any transaction.


9.3 What we’ll do with your complaintOnceyourcomplaintismadetous,we’llinvestigateandkeepyouinformedofitsprogress.We’llcontactyouif weneedmoreinformationtohelpwithourinvestigation.

Youshouldalsoreplypromptlyifweaskyouformoreinformation(thishelpsusfinishourinvestigations morequickly).

Within at least 21 days we’ll let you know in writing the outcomeofourinvestigation,ourfindingsandthereasonsforourfindings.

9.4 If you want someone else to look at your complaint Intheunlikelyeventthatyourcomplaintcannotberesolveddirectly with us you can seek assistance from the Credit and InvestmentsOmbudsman(CIO).CIOprovidesafreeandindependentdisputeresolutionservice.Youcancontactthemby:

• phoning1800138422

• faxing0292738440

• writing to

Credit and Investments Ombudsman P.O.BoxA252 Sydney South NSW 1235

• emailing cio.org.au

If you think we have breached the Customer Owned Banking CodeofPractice,youcanmakeacomplainttotheCodeComplianceCommitteeby:

• phoning1300780808

• faxing0396137481

• writing to

ComplianceManager Code Compliance Committee P.O.Box14240 Melbourne VIC 8001

• [email protected]

MoreinformationoncomplaintsmadetotheCodeComplianceCommittee,canbefoundonitswebsite cccmutuals.org.au/resolving-complaints/ how-the-ccc-can-help/.

9. Feedback and resolving complaintsWebelieveyou’reentitledtoefficient,honestandfairtreatmentinyourdealingswithus,especiallyifsomethinggoeswrong.

Ifwecanimproveourserviceswewelcomeyourfeedback. Ifyouhaveanyissues,suspectanerror,orhaveanyconcernsaboutyouraccounts,wegenuinelywanttohelpresolve them.

9.1 What to do if you have a complaintPleasecallusstraightawayon 1300 747 747ifyou:

• suspectanerroronyouraccounts,includinganaccountstatement,or

• you’veexperiencedanyotherproblemconcerningyouraccounts,facilitiesorservices.

Ifyouneedtoputyourconcernorcomplaintinwriting, orweneedyoutoconfirmsomeoftheinformationinwriting,pleaseaddressitto:ComplaintsResolution Qudos Bank LockedBag5020, Mascot NSW 1460

Alternatively,youcanalsocomeintoanyMemberServiceCentreandourstaffwillbehappytoassist.

WeexplainourcomplaintshandlingprocessinourDisputeResolutionbrochure,availableonourwebsite,bycalling1300 747 747 or at any of our Member Service Centres.

9.2 Details of your complaint Tohelpusresolveyourconcernsit’simportanttogiveusalltheinformationyouhave,suchas:

• Account information–youraccountname and number

• Contact details–yourphonenumber(andpreferredcontacttimes),oranotherwaytocontactyou

• Detailed information–whatyourconcernisaboutandwhenithappened

• Resolution–howyou’dlikeyourconcernorcomplaintto be resolved

Ifwereceiveeverything,we’llbeabletoproperlyinvestigateyourcomplaintandworktowardsaresolutioninourinternaldisputeresolutionprocedures.

resolving your concerns


You agree to these e-Conditions for all transactions madeunderourcardandelectronicaccessandpaymentfacilitiesbelow:

• Account transfers

• ATMs

• Autotransfer(Periodicpayments)

• CueCard

• Direct Debit

• EFTPOS

• Online Banking

• TelephoneBanking

• Mobile Banking

• Visacards(debitandcredit14)

• BPAY

• SMS Banking

1. What do these facilities do?1.1 Account transfers You can make transfers from your account to other accountswithinthesamemembership,tootherQudosBankaccountsortootherAustralianfinancialinstitutionsifyouhavetherecipient’saccountdetails.

1.2 ATMS You can use an ATM to withdraw money from your accounts atanytimeifyouhaveaCueCardorVisacardandPIN.Both cards can be used at all Qudos Bank ATMs and other ATMs throughout Australia.

Overseas,youcanuseyourCueCardatATMsdisplayingthe“Cirrus/Maestro”logoandVisacardsatATMsdisplayingthe“Visa”logo.

14 Visacreditcardsarealsosubjecttothetermsoftheloancontract,Qantas PointsRewardsprogramandtherelevantCreditCardTermsandConditions.

1.3 Autotransfer (Periodic payments)Youcanmakepaymentsortransfersfromyouraccount tootherfinancialinstitutionsorsuppliersonaregular basis.Youneedtofilloutandlodgeanauthorityform, whichremainsinplaceuntilitiscancelled.Onceyou setupanAutotransferyoucanviewormodifydetails or delete/cancel the authority via Online Banking by letting us know in writing.

1.4 CueCard YoucanuseCueCardwithyourPINfor24/7accessto youraccounts,tomakewithdrawalsorpurchasegoods orservices,viaATMsorEFTPOS.CueCardsareavailable to account owners or signatories over the age of 12 years.

CueCardsarenotavailableonbusiness,company,associationortrustaccounts.Pleaseseethe“Accountfeaturesataglance”section,tofindoutwhichaccountshave CueCard access.

YoucanuseourCueCardto:

• check your account balances

• withdraw money from your account (atATMs,EFTPOSoraMemberServiceCentre)

CueCardletsyouaccessyouraccountatATMsorEFTPOSbothinAustraliaandoverseas(aslong astheCirrus/MaestrologoisdisplayedontheATM).

We may decide not give you a CueCard if you are under 16 years of age.

1.5 Direct Debit Youcanauthoriseaninstitutionorsuppliertodebityouraccount,bygivingthemyourwrittenauthorisationandprovidingthemwithBSBnumber704865plusyouraccountnumber.Youmaystopadirectdebitbyasking ustostopapaymentoryoumaycontacttheinstitution orsupplierdirectly.Pleaserefertoqudosbank.com.au for further information.

the “e-conditions” (our electronic conditions of use)


1.8 Online Banking You can use Online Banking to access information aboutourproductsandservicesandalsotoaccess your accounts.

Online Banking allows you to undertake a range of transactionsandenquiries.Youcanobtainaccountbalances,transactiondetailsandinterestdetails. Youcanmakeaccounttransferswithinyourmembership,tootherQudosBankaccountsorotherAustralianfinancialinstitutionsandmakeBPAYpayments.

YoucanalsoviewormodifyautotransfersandfutureBPAYpayments,changeyouraccesscode,activatecards,send asecureemailtousandrequestformsorapplications.

1.9 Telephone Banking YoucanuseTelephoneBankingtoaccessinformationaboutourproductsandservicesandalsotoaccess your accounts.

TelephoneBankingallowsyoutoundertakearangeoftransactionsandenquiries.Youcanobtainaccountbalances,transactiondetailsandinterestdetails.Youcanmakeaccounttransferswithinyourmembership,tootherQudosBankaccountsorotherfinancialinstitutionsandmakeBPAYpayments.YoucanalsochangeyouraccesscodesandorderanewMemberchequebook.

1.10 Mobile Banking (QActive banking app) You can take your banking wherever you go with our QActivebankingappdownloadableontoaniPhoneorAndroidphoneortablet.Ourappallowsyoutoview youraccounts,transferfundstodestinationsyou’vepreviouslyusedwithinOnlineBankingandtoBPAYdestinationspreviouslysetupwithinyourOnlineBanking.

You need to register for Online Banking before you can usetheQActivebankingapp.

1.11 BPAY™ You can make transfers from your account to other accountswithinthesamememberships,tootherQudosBankaccountsortootherAustralianfinancialinstitutions ifyouhavetherecipient’saccountdetails.

FormoreinformationonhowtouseBPAY,pleasesee our“BPAY”section.

1.6 EFTPOSYoucanuseEFTPOStowithdrawcashorpurchase goods and services if you have a CueCard or Visa card atsuppliersthathaveEFTPOSfacilities.

TofindoutthetransactionslimitsviaEFTPOS,please see“Withdrawalandtransactionlimits.”

1.7 Visa card You can use your Visa card anywhere in the world with yourPIN,wherearetailerorATMdisplaystheVisalogo. Visacardallowsyouto:

• makepaymentsatanyretailer,

• withdraw cash from your account.

• check your account balances

• makeonlinepurchases

• makecontactlesspurchasesthroughVisapayWave

• withdraw“cashout”asacashadvance(forVisacreditcardsonly)

YoucanuseVisacardwithmostofouraccounts(seethe“Accountfeaturesataglance”section).VisaDebitcardaccessmayberestrictedtoaccountwithanapprovedoverdraft at our discretion.

YoucanuseVisacardtomakewithdrawalsorpurchasegoodsandservicesviaATM,EFTPOSand“credit”transactions,includingusingtheVisacardandyoursignatures(eithermanualorelectronic)ontheinternet andoverthetelephone.

Visa cards are available to account owners and signatories overtheageof18yearsold.However,wemaychoosenot to give you a Visa card is you have an unsatisfactory banking history or if you do not meet our lending criteria (forVisaCreditcardsonly).

You may be eligible for a Visa Chargeback if you believe aVisacardtransactionwasunauthorised,thegoodsorservicepurchaseddidnotmatchitsdescriptionorwere notdelivered.Pleasereadoursectionon“Requesting a chargeback”under“UsingyourVisacard.”


1.12 SMS Banking You can use SMS banking to receive alerts about your accounts.Alertsinclude-directcreditalerts,direct debitalerts,lowaccountbalancealerts,highaccountbalance alerts and scheduled balance alerts.

Youcanalsorequestabalanceenquiry,mostrecenttransactions,mostrecentcredittransactions,most recentdebittransactionandinterestearned/paid.

2. Tips to help protect youProtectingyoursecurityisreallyimportant.Herearesomethingswerecommendyoudotoprotectagainstanyunauthoriseduseofyourcard,electronicbankingand passcode.

Beforeyoumakeanelectronicpayment,youshouldnote:

• read all of our Terms and Conditions and understand your obligations under our terms of use

• know where to go if your card is lost or stolen or you findunauthorisedtransactionsfromyourcard,BPAY ortelephoneorOnlineBanking

• sign your card as soon as you receive it

• immediatelyreportanyusualactivityyoufindon your accounts

• donotselectapasscodewhichrepresentsyourbirthday,apartofyournameorisasequenceofrepeatednumbersorletters

• neverwriteyourpasscodeonyourcardoryour PINonanythingkeptnearyourcard

• never lend your card to anyone or leave it unattended (i.e.inyourcarorworkplace)

• don’ttellyourpasscodeorPINtoanyone

• take reasonable measures to make sure no one sees youenteryourpasscodeorPIN

• keeparecordofyourcardnumberandyouremergencytelephonenumbers

• onexpiryofacard,destroythecardbycuttingitdiagonally in half

• check your statements when you receive them for any unusual activity

• inform us straightaway if you change your address

• alwaysaccesstelephoneorOnlineBankingthroughofficialphonenumbersandwebsiteaddresses

• alwaysdeleteyourbrowsinghistory,ifyouaccessyourOnlineBankingonsomeoneelse’scomputer

• neverprovideorconfirmyourpasscodeorPINtoanyone.Wewillneveraskyoutoprovidethesedetails

3. Important WordsATM means automatic teller machine.

Card means the card we give to a user that is used to performatransaction,suchas:

• ATM cards

• debit cards or credit cards.

Chargebackmeansyourrequesttohaveadisputed or fraudulent transaction returned under the card scheme rules.

ContactlesspaymentmeansawaytopayforapurchasebytappingyourcardoradeviceonaPayPass,payWaveorsimilarterminal,withnoneedtouseaPINorsignature.

CIO means Credit and Investments Ombudsman (ourexternaldisputeresolutionscheme,detailsare foundin“FeedbackandComplaints”and“Resolving yourconcerns”).

Day meansa24hourperiodcommencingatmidnightEasternStandardTimeorEasternSummerTime,asthecasemaybe,inSydney.

Direct entry means a direct debit or credit.

EFTPOSmeansapointofsaleelectronicbankingfacilityavailable at retail or wholesale outlets.

ElectronicbankingisusedwhenwerefertoTelephone,Mobile and Online Banking.

ElectronicBankingTerminalmeansanATMorEFTPOSdevice owned by us or included in an authorised interchange network.

ElectronicFundsTransfer(EFT)means an electronic transfer ofmoneybetweenaccounts,withinafinancialinstitutionoracrossmultipleinstitutionsthroughcomputerisedsystems.


Financial institutionmeansanAustralianDeposittakingInstitution(ADI)undertheBanking Act 1959 (Cth)(suchas abank,creditunionorbuildingsociety).

ePaymentsCodemeans the code issued by ASIC governing consumer electronic transactions

Facility meansanarrangementwhichyoucanperformtransactions through.

IdentifiermeansinformationthataUser:

• knowsbutisnotrequiredtokeepsecret,and

• mustprovidetoperformanelectronictransaction.

Linked account means an account you have with Qudos Bank,towhichyoucanobtainaccessthroughacard.

Manual signature means your handwritten signature (includingyoursignaturewrittenonpaperoronan electronictablet).

Mistakeninternetpaymentmeansapaymentbyauserthrougha‘PayAnyone’internetbankingfacilityandprocessedbyafinancialinstitutionthroughdirectentrywherefundsarepaidintotheaccountofanunintendedrecipientbecausetheuserentersorselectsaBank/State/Branch(BSB)numberand/oridentifierthatdoesnotbelongtothenamedand/orintendedrecipientasaresultof:

• theuser’serror,or

• the user being advised of the wrong BSB number and/oridentifier.

YoushouldnotethatthisdoesnotincludepaymentsmadeusingBPAY.

MobileBankingappisourQActivebankingappdevelopedfor your mobile electronic devices and linked to your Online Banking.

PasscodemeansapasswordorcodethattheUsermustkeepsecret,thatisnormallyusedtoauthenticateatransactionoftheUser.Apasscodeismadeupofnumbers,letters,acombinationofboth,oraphrase. Thisincludes:

• aPIN

• aTelephone,MobileorOnlineBankingpassword (thismayalsobecalledan“accesscode”)

• an SMS code generated by QSafe

Youshouldnotethatanumberprintedonyourdebit orcreditcardisnotapasscode.

PINmeansyourpersonalidentificationnumberusedtoaccess your CueCard or Visa card.

QSafereferstoourSMSverificationsystem,whereasecureverificationcodeissenttoyourmobilephoneorlandlinetelephonewhenyoumakeatransactiontoanewaccountthrough electronic banking.

Receivingfinancialinstitutionmeansafinancialinstitutionwhosecustomerhasreceivedaninternetpayment.

Regularpaymentarrangementmeansrecurringpaymentsyouasthecardholderhavesetupwithyourmerchant, to allow the merchant to bill you at agreed intervals.

RBA means the Reserve Bank Australia.

SMS code meansthesecureverificationcodesenttoyourmobilephoneorlandlinetelephonethroughourQSafeSMSverificationsystem.

Telephone,Mobile and Online Banking means any service weofferthroughacommunicationnetwork(includingtelephoneandtheInternet)toenableyoutoreceiveinformation from us and transmit instructions to us electronically about your account our banking services.

Transaction means the transactions to which these e-Conditionsapplyto(formoreinformationonthesetransactionspleasesee“Whatdothesefacilitiesdo?”).

Unauthorised transaction means a transaction which has notbeenauthorisedbyaUser.Forexample,atransactioncarried out by someone who is not an account owner or signatory without your knowledge or consent.

Unintendedrecipientmeanstherecipientoffundsas aresultofamistakeninternetpayment.

User means you or an individual you have authorised toperformtransactionsonyouraccountincluding:

• athirdpartysignatoryonyouraccount,or

• apersonyouauthoriseustoissueanadditional card to.

Visa card is a reference to both Visa Debit cards and Visa Credit cards.

Visa Debit card means the card you use to accessed your linked Qudos Bank savings accounts.

Visa Credit card means the card linked to a credit facility providedbyus.

VisapayWaveallowsyoutoauthorisepurchasesusing Visa DebitcardsembeddedwithVisaPayWavecontactlesstechnologybywavingthecardatpointofsalereadersdisplayingthecontactlesssymbol.


4. Transactions these e-Conditions apply toThesee-Conditionsapplytopayments,transfersandcashwithdrawalsthatare:

• madeusingelectronicequipment,and

• notintendedtobevalidatedbycomparingyoursignaturewithaspecimensignature.

Thetypesoftransactionsthesee-Conditionsapply toinclude:

• electroniccardtransactions,(suchasATM,EFTPOS,creditcardanddebitcardtransactions,thatare notvalidatedbycomparingamanualsignaturewith aspecimensignature)

• billpaymenttransactions

• TelephoneBankingtransactions

• Mobile Banking transactions

• OnlineBankingtransactions,including‘PayAnyone’

• onlinepurchasesandtransactionsusingyourcarddetails(cardnumber,expirydate)

• onlinebillpayments(includingBPAY)

• direct debits

• transactions using mobile devices and services

• contactlesstransactions(VisapayWave)

5. Who’s responsible for unauthorised transactions? An unauthorised transaction is one which is not authorisedbyauser(forexample,atransactionwhichiscarried out by someone else or another user without you knowingorconsentingtoit).

TheePaymentsCodedeterminesyourliabilityforlossesresultingfromunauthorisedtransactions.WehavereflectedtherelevantCodeprovisionsinthefollowingsections.

PleasenotethattheCode(andthesectionsbelowdealingwithunauthorisedtransactions)isnotapplicabletopurchasesusingyourVisacardwhereyousigntoauthorisethetransaction(butchargebackprotectionmaybeavailableinthatsituation).

5.1 When you’re not responsible for lossYouarenotresponsibleforanylossarisingfromanunauthorisedtransactionifanyofthefollowingapply:

• it is clear a user did not contribute to the loss in some way

• the loss was due to fraud or negligent conduct by any ofouremployeesoragentsofanyperson(includingmerchants)inanEFTnetwork,

• thelossoccurredbecauseacard,identifierorpasscodewasforged,faulty,expiredorcancelled,

• thelossresultsfromatransactionwhichoccurredpriortoyouoranotheruserreceivingacardorpasscoderequiredtoaccesstheaccount(includingareissuedcardorpasscode),

• the same transaction was incorrectly debited more than oncetoyouraccount,and

• the loss occurs after you notify us that a card used toaccesstheaccounthasbeenmisused,lostor stolen,orthesecurityofapasscodeorothercode was breached.

You are not liable for loss arising from an unauthorised transactionthatcanbemadeusinganidentifierwithoutapasscodeorcard.Whereatransactioncanbemadeusingacard,oracardandidentifier,butdoesnotrequireapasscode,youareliableonlyiftheuserunreasonablydelaysreportingthelossortheftofthecard.

Ifyoudisputereceivingacardorpasscode:

• it’suptoustoprovethatyoudidreceiveit,

• onewaywecanprovethatyoureceivedthecard orpasscodeisifweobtainanacknowledgment ofreceiptfromtheuserwhentheyreceivedthe cardorpasscode(e.g.activatingyourcardvia OnlineBanking),and

• wemaynotrelyonproofofdeliverytoauser’s correctmailingorelectronicaddressasproofthat theuserreceivedthecardorpasscode.


5.2 When you are responsible for lossWherewecanproveonthebalanceprobability(thismeansifitismostprobablebasedontheinformationavailable)thatyouhavecontributedtotheloss,youwillberesponsibleforlossesresultingfromunauthorisedtransactions:

Scenario You will be liable for:

You have contributed to the loss through fraud or by breachingthe“Passcodesecurityrequirements”inSection6,including:• fraudbyanyuser,

• anyuservoluntarilydisclosingtheirpasscodeoridentifiers,

• any user recording or otherwise indicating one or more passcode/soridentifiersontheoutsideofacardorotherarticle,

• anyuserkeepingarecordofoneormorepasscodesoridentifiers(withoutmakinganyreasonableattempttoprotecttheirsecurity)onanarticleoronseveralarticleswhicharekeptwiththecard,whichcouldbelostorstolenatthesametimeasthecard,

• anyuserkeepingarecordofpasscodes(withoutmakinganyreasonableattempttoprotecttheirsecurity)which may be used without a card on one article or several articles which could be lost or stolen at the sametime,

• anyuserselectingorchanginganyoftheirpasscodestoonewhichrepresentstheirdateofbirthorarecognisablepartoftheirname,despiteusspecificallyinstructing the user not to do so and bringing to their attentiontheconsequencesofdoingso,or

• auseractingwith“extremecarelessness”infailingtoprotectthesecurityofalltheirpasscodesoridentifiers.

Theactuallossesthatoccurbeforeyounotifyusthat: −thecardusedtoaccesstheaccounthasbeen

misused,lostorstolen,or

−thesecurityofthepasscodeusedtoaccesstheaccounthasbeenbreached,butonlyifthatbreach was the dominant cause of the loss.

Note:Wheremorethanonepasscodeisrequiredtoperformatransactionandweprovethatauserbreachedourpasscodesecurityrequirements, butnotforallpasscodes.Youwillbeliablefortheactuallosses,but onlyifwealsoprove(onthebalanceofprobability)thatthebreachof thepasscodesecurityrequirementscausedmorethan50%oftheloss (whenassessedtogetherwithallcontributingcauses)

The losses result from your unreasonable delay in notifying usafteryoubecameawareofthemisuse,lossortheftoracardusedtoaccessanaccountorthatthepasscodeusedto access an account has been breached.

The actual losses which occur between when you become aware(orshouldreasonablyhavebecomeawareinthecaseofalostorstolencard)andwhenyounotifyus.Note:Youwillstillbeliableifyouweretheuserwhocontributedtotheloss, orifadifferentusercontributedtotheloss.

LossesresultfromyouleavingyourcardinanATM,aslongastheATMincorporatesreasonablesafetystandardsthatmitigatetheriskofacardbeingleftinthemachine(forexample,themachinecapturescardsthatarenotremovedafterareasonabletimeorrequiresthatcardberemovedfromthemachinebeforethetransactioncanproceed).

The actual losses incurred.


5.5 How we will assess loss

Indecidingonthebalanceofprobability,whetherauserhascontributedtolossinthescenariosoutlinedinthissection,wewilltakeintoaccount:

• allreasonableevidence(includingallreasonableexplanations),

• the fact that an account has been accessed with the correctcardand/orpasscode,doesnotmeanthat a user contributed to losses through fraud or breach ofourpasscodesecurityrequirements,and

• itisunnecessaryinassessingliability,toconsider the use or security of any information that was not meanttobekeptsecretbyauser.

Ifyouareunhappywithourassessmentoflossand liability and would like someone else to see if we assessedcorrectly,pleaseseeour“Resolvingyourconcerns”section.

5.3 Limits on your liability for losses

Evenifwefindthatyouhavecontributedtotheloss, youwon’tbeliablefor:

• thatportionofmoneythathasbeenwithdrawnfromyour account on any one day that which is more than anyapplicabledailytransactionlimit,

• thatportionofmoneythathasbeenwithdrawnfromyouraccountinaperiodwhichismorethananyapplicableperiodictransactionlimit,

• thatportionofmoneythathasbeenwithdrawnfromyouraccountwhichexceedsthebalanceofthataccount(includinganypre-arrangedcredit)whenthetransactionoccurs,

• thatportionofmoneythathasbeenwithdrawnfromanaccount which we had not agreed with you could be accessedusingtheaccessmethod,or

• any amount recoverable under the card scheme rules whenyouuseaVisacard(wearenothoweverrequiredtoexerciseanyrightswemayhaveundertheVisaschemerules).

5.4 Unauthorised transactions using a pass codeWhereapasscodewasrequiredtoperformanunauthorised transaction and the above scenarios do not apply,youareliableforthelesserof:

• $150,oraloweramountdeterminedbyus,

• thebalanceofthoseaccount(s)(includinganypre-arrangedcredit)fromwhichfundsweretransferredin the unauthorised transactions and which we had agreed with you may be accessed using the card and/orpasscode/accessmethod,or

• theactuallossatthetimeyounotifyus(whererelevant)thatthecardhasbeenmisused,lostorstolenorthatthesecurityofpasscodeshasbeenbreached(excludingthatportionofanymoneylostonanyonedaythatismorethantheapplicabledailytransactionorotherperiodictransactionlimits).


6.1 Requirements when choosing your pass codeYoumustnotselectapasscodethatrepresentsyourbirthdayorarecognisablepartofyourname.Youwillbeliable for loss in accordance with the section “When you areresponsibleforloss”ifwecanproveonthebalanceofprobabilitythatwe:

• toldyounottouseapasscodethatresemblesyourbirthdayorapartofyourname,and

• warnedyouoftheconsequencesofdoingso (i.e.provingyouwithourwarningmessageonourmachinesforchangingyourPIN).

6.2 When you aren’t in breach of these pass code security requirementsYouwon’tbreachourpasscodesecurityrequirementsif:

• weexpresslyauthoriseyoutoactinacertainwayorengageinparticularconduct(eithergenerallyorsubjecttoconditions),or

• we authorise the use of a service for accessing a facility andyouhavetodisclose,recordorstoreapasscodethatisrequiredforusingtheservice(forexample,hostinganaccessserviceonourelectronicaddress).

7. What happens if electronic equipment doesn’t work properly?You’re not liable for loss which is caused by electronic systemorequipmentfailure,ifoursystemorequipmentfailsafteracceptingyourinstructions.Forexample,Yourequest$50fromaQudosBankATM.AfterenteringyourPIN,ourATM only gives you $20 but debited $50.

However,wewon’tberesponsibleifoursystemorequipmentdoesnotacceptyourinstructions,cardorpasscode.Forexample,IfyouenteryourPINintoATManditdoesn’tprocessyourwithdrawalatall.

If you were reasonably aware at the time of use that our systemorequipmentwasunavailableornotfunctioningproperly,ourliabilityislimitedto:

• correcting any wrong entry in your account

• refunding any fees or charges debited to your account as a result of the wrong entry.

6. Pass code security requirementsThissectionapplieswhenapasscodeisneededtoperforma transaction.

Youmustnot:

• voluntarilydiscloseyourpasscodetoanyone(includingfamilyorfriends),

• writeorrecordyourpasscode(s)onanycard, oronanything:

−carriedwithacard,or

−thatcouldbelostorstolenwithacard,

unless the user makes a “reasonable attempt”toprotectthesecurityofthepasscode,and

• whereacardisnotneededtoperformatransaction,keepawrittenrecordofallpasscodesrequiredtoperformtransactionsononeormorearticlesliabletobelostorstolensimultaneously,withoutmaking a “reasonable attempt”toprotectthesecurityofthepasscode.

A “reasonable attempt”toprotectthesecurityofapasscoderecordincludesmakinganyreasonableattempttodisguisethepasscodewithintherecord,orpreventunauthorisedaccesstothepasscoderecord.Forexample:

• hidingordisguisingthepasscoderecordamong other records

• hidingordisguisingthepasscoderecordinaplacewhereapasscoderecordwouldnotbeexpectedto be found

• keepingarecordofthepasscoderecordinasecurelylocked container

• preventingunauthorisedaccesstoanelectronicallystoredrecordofthepasscoderecord.

You must not act with “extreme carelessness” when protectingthesecurityofyourPINandallpasscodes.

“Extreme carelessness”meansbeingsocareless,thatyouractionsgreatlyexceedwhatisnormallyconsideredcarelessbehaviour.Forexample,storingyourOnlineBankingusernameandpasscodeinadiary,smartphoneorcomputerthatisnotpasswordprotected,undertheheading“Internetbankingcodes”wouldbeseenasactingwith“extremecarelessness.”

keeping you safe


8. Network arrangementsWecan’tavoidanyobligationowedtoyouonthebasisthat:

• weareapartytoasharedelectronicpaymentsnetwork,or

• anotherpartytothenetwork(e.g.aretailer,merchant orcommunicationsserviceprovider)causedafailure to meet the obligation.

Wemustnotrequireyouto:

• raiseacomplaintordisputeabouttheprocessingof atransactionwithanyotherpartytoasharedelectronicpaymentsnetwork,or

• haveacomplaintordisputeinvestigatedbyanyotherpartytoasharedelectronicpaymentsnetwork.

9. Mistaken internet paymentsWhenyoureportamistakeninternetpayment,we mustinvestigatewhetheramistakeninternetpayment has occurred.

Ifwearesatisfiedthatamistakeninternetpaymenthasoccurred,wemustsendthereceivingfinancialinstitution arequestforthereturnofthefunds.

Note:Within5businessdaysofourrequest,thereceivingfinancialinstitutionmust:

• sendusanacknowledgmentofourrequest,and

• letusknowwhethertherearesufficientfundsintheaccountoftheunintendedrecipienttocoverthemistakeninternetpayment.

Ifwearenotsatisfiedthatamistakeninternetpaymenthasoccurred,wewillnottakeanyfurtheraction.

Wemustletyouknowtheoutcomeofanyreportedmistakeninternetpaymentinwritingandwithin30businessdaysofthedayyoureportedittous.

Ifyouaredissatisfiedwiththeoutcomeweprovideyou,orthewaywehavedealtwithyourmistakeninternetpayment(i.e.notcomplyingwiththeprocessortimeframessetoutinthissection),youmaymakeacomplainttousorourexternaldisputeresolutionscheme(theCIO).

Youmaycomplaintousabouthowthereportisdealtwith,includingthatwe,orthereceivingfinancialinstitution:

• donotacceptthatamistakeninternetpaymenthasoccurred,or

• havenotcompliedwiththeprocessesandtimeframesasdescribedaboveorinthesection“Whathappensafterwerequestareturnoffundsfromareceivingfinancialinstitution”

Whenwereceiveacomplaintundertheparagraphabove,wemust:

• dealwiththecomplaintunderourinternaldisputeresolutionprocedures,and

• notrequireyoutocomplaintothereceivingfinancialinstitution.

Formoreinformationonhowtomakeacomplaint,pleaseseethe“Resolvingyourconcerns”section.

9.1 What happens after we request a return of funds from a receiving financial institution?UndertheePaymentsCode,theprocessforretrievingmistakenpaymentsissetoutinthefollowingtable.

The information contained in the table below does not give youanycontractualrighttorecoverthemistakenpaymentfromusortorecoverthemistakenpaymentfromthereceivingfinancialinstitution.


If funds are?

and your report is made?

What happens?

Availablewithin 10 business days

• Ifthereceivingfinancialinstitutionacceptsthatamistakeninternetpaymenthasoccurred,itmustreturnthefundstouswithin5businessdaysofreceivingtherequest.Ifreasonablynecessary,thereceivingfinancialinstitutionhasuptoamaximumof10businessdaystoreturnthe funds.

• Ifthereceivingfinancialinstitutionisn’tsatisfiedthatamistakeninternetpaymenthasoccurred, itmayseekconsentfromtheunintendedrecipienttoreturnthefundstous.

• Oncereceived,wemustreturnthefundstoyouassoonaspossible.

Availablebetween 10 business days and 7 months

• Thereceivingfinancialinstitutionmustcompleteitsinvestigationintothereportedmistakenpaymentwithin10businessdaysofreceivingtherequest.

• Ifsatisfiedthatamistakeninternetpaymenthasoccurred,thereceivingfinancial institutionmust:

−preventtheunintendedrecipientfromwithdrawingthefundsfor10furtherbusinessdays,and

−notifytheunintendedrecipientitwillwithdrawthefundsfromtheiraccount,iftheydon’testablishentitlementtothefundswithin10businessdays(startingonthedaytheunintendedrecipientwaspreventedfromwithdrawingthefunds).

• Iftheunintendedrecipientdoesnotestablishthattheyareentitledtothefundswithinthe10days,thereceivingfinancialinstitutionmustreturnthefundstouswithin2businessdays,afterthe10businessdayperiodhasended(duringwhichtheunintendedrecipientispreventedfromwithdrawingthefundsfromtheiraccount).

• Ifthereceivingfinancialinstitutionisnotsatisfiedthatamistakeninternetpaymenthasoccurred,itmayseektheconsentoftheunintendedrecipienttoreturnthefundstoyou.

• Oncereceived,wemustreturnthefundstoyouassoonaspracticable.

Available after 7 months

• Ifthereceivingfinancialinstitutionacceptsthatamistakeninternetpaymenthasoccurred, itmustseektheconsentoftheunintendedrecipienttoreturnthefundstoyou.

• Ifnotsatisfiedthatamistakeninternetpaymenthasoccurred,thereceivingfinancialinstitutionmayseektheconsentoftheunintendedrecipienttoreturnthefundstoyou.

• Iftheunintendedrecipientconsentstothereturnofthefunds:

−thereceivingfinancialinstitutionmustreturnthefundstous,and

−wemustreturnthefundstoyouassoonaspossible.

Not available

Whereweandthereceivingfinancialinstitutionaresatisfiedthatamistakeninternetpaymenthasoccurred,buttherearen’tenoughfundsavailableintheunintendedrecipient’saccount(tomatchthefullvalueofthemistakeninternetpayment),thereceivingfinancialinstitutionmustusereasonableendeavourstoretrievethefundsfromtheunintendedrecipientforreturntotheaccountowner (forexample,byfacilitatingrepaymentofthefundsbyinstalments).


10. Using Electronic Banking (Telephone, Mobile and Online Banking) Wetakeallreasonablestepstomakesureoursystems andservicesareaccessibleandsecure,howeverwe can’t guarantee:

• that the information about your accounts through our electronicbankingservicesarealwaysuptodate,

• thatyouwillhaveaccess24hoursaday,7days aweektoelectronicbanking,and

• that data you transmit via electronic banking is totally secure.

It is your sole obligation to make sure your electronic equipment(suchasyourmobilephone,computeror tabletetc.)isinproperworkingordertouseelectronicbanking methods.

11. Reporting loss, theft or unauthorised use of cards, electronic banking or pass codesIfyoubelieveyourcardorpasscodehasbeenmisused,lostorstolenorthepasscodehasbecomeknowntosomeoneelse,youmustcontact us immediately on 1300 747 747. More details on how to contact us are found inthe“AboutUs”sectionortherelevant24/7CardHotlinenoted in the section below.

Ifyoucallus,we’llgiveyouareferencenumbertoconfirmthedateandtimeyoucontactedus.Pleasekeepthisreference number in case we ask you for it.

IfourCallCentreisn’toperationalwhenyoutryandcontactus,youstillneedtoreporttheloss,theftorunauthoriseduseassoonaspossibleduringbusinesshours.WewillbeliableforlossesduetoourCallCentrenotbeingoperationalatthetimeyoutriedtocontactus,aslongasyoumakeyourreportassoonaspossibleafterwards.

Ifyoureportloss,theftormisuseofyourcardorpasscode,wewillimmediatelyrestrictyouraccount,meaningthatnoone(includingyou)cantransactontheaccountuntilweremove the restriction.

11.1 Reporting inside AustraliaIfyoubelieveyourpasscodesusedforcardsorTelephone,MobileorOnlineBankingtransactionshavebeenmisused,lostorstolen,oryourpasscodehasbecomeknown tosomeoneelse,youmustcontactusimmediatelyon 1300 747 747.Formoredetailsonhowtocontactus, pleaseseethe“AboutUs”section.Note:Ifyoubelieveanunauthorisedtransactionhasbeenmadeandyouraccessmethodusesapasscode,youshouldchangethatpasscode.

Whenyoumakeareportwithus,we’llgiveyouareferencenumberthatverifiesthedateandtimeyoucontactedus.Pleasekeepthisreferencenumberincaseweaskforit.

Ifyouneedtomakeareportabout your card outside ofbusinesshours,pleasecontact:

24/7 Emergency Hotline Australia wide toll free 1800 621 199

Ifyoucallthisnumber,youwillbegivenareferencenumberthatyoushouldkeepasarecordofthetimeanddateofyourreport.

11.2 How to report if you’re outside AustraliaIfyouareoutsideAustralia,youneedtoimmediatelyreportanyloss,theftormisuseimmediatelyby:

• contactingusbytelephoneon+61295823200(thisincludesanoptiontoberedirectedtoour24/7EmergencyHotline)

• contactusbyemailorprioritymail,

• telephoningtheVisaCustomerAssistancenumberforthecountryyouarein,

• notifyinganorganisationdisplayingtheVisasignandthenconfirmtheloss,theftormisuseofthecard:

−withusbytelephone,emailorprioritypaidmailassoonaspossible,or

−bytelephoningtheVisaGlobalCustomerAssistanceCentrenumberforthecountryyouarein,pleaseseethe Visa website for more details at visa.com.


12. Using your cardTouseyourcardtoaccessyouraccount,youmust:

• signyourcardimmediatelywhenyoureceiveit(this alsopreventsanyfraudulentorunauthoriseduse),and

• thenactivatethecardwithinOnlineBanking, orbycalling1300747747,orattendingaMember Service Centre.

You agree that you won’t use your card to overdraw the balance in any linked accounts. For information on your dailylimits,pleaseseethesection“Withdrawalandtransactionlimits.”

You must ensure that any additional cardholder signs their accesscardimmediatelyuponreceivingitandbeforeusingit.Seeoursection“Lettingothershaveacard”formoreinformation on additional cardholders.

Everynowandagain,we’llletyouknow:

• thetransactionsthatyourcardmayperform,

• ATMsofotherfinancialinstitutionsthatmaybeused,and

• what the daily cash withdrawal limits are.

Pleasenotethatcards,PINS,passcodesandcardsremainourpropertyatalltimes.

13. Using your Visa card

13.1 Visa Debit cardWhenyouuseyourVisaDebitcardatATMsorEFTPOSterminals,youmaybeaskedtochoosebetweenthe“credit”andthe“savings”options.

Whicheveroptionyouchoose,thefundsaredebitedtoyouraccountattachedtothecard.However,ifyouchoosethe“credit”optiontomakeapurchase,youmaybeabletoexerciseVisachargebackrights(seeoursection“Requestingachargeback”below).

WhenyouuseyourVisaDebitcardtomakepurchasesonline,bytelephone,mailorder,byPayWaveandcontactlesspurchasesthe“credit”optionautomaticallyappliestothattransaction.

13.2 Visa Credit cardThe use of Visa Credit card is subject to Credit Card Terms andConditions,thetermsofyourloancontractandtheQantasPointsRewardsprogramme(ifitapplies).

13.3 Using Visa payWaveIfyourVisacardhastheVisapayWavesymbolonthefrontofthecard,itcanbeusedtoauthorisepurchasesatmerchantsdisplayingthecontactlesssymbol,simplybywavingthecardatthemerchant’spointofsalereader.

ThereisnoneedforaVisapayWavetransactiontobeauthorisedbyaPINorsignature,providedthatthetransactionisundertherelevantauthorisationlimit($100 atthetimeoftheseTermsandConditions).

IfyouexceedyourpayWavemaximumlimitfortheday (see“Withdrawalandtransactionlimits”),you’llstillbeabletousethePINwithyourcard.

You should note that all of our Visa cards issued from March 2014comewithPayWave,andweareunabletoprovideVisacardswithoutpayWavefunctionality.

13.4 Requesting a chargebackInsomecases,Visa’sschemerulesallowustodisputeatransactionandrequestarefundofthetransaction(a“chargeback”)foryoufromthemerchant’sfinancialinstitution.

WecanrequestachargebackifyoubelieveyourVisacardtransactionwas:

• unauthorised,

• notdeliveredbythemerchant(forgoodsandservicesonly),or

• for goods and services that didn’t match the descriptiongivenbythemerchant.

Usually,wecanonlydothisafteryouhavetriedtogetarefund from the merchant and were unsuccessful.

Youshouldtellusassoonaspossibleifyouthinkyourstatement has a mistake in it or records a transaction whichispossiblyunauthorised,sothatwemayaskforachargeback.TimelimitsmaynotapplywheretheePaymentsCodeapplies.

Chargeback rights do not applytoBPAYtransactions(seethe“BPAY”section).


13.4.1HOWTOREQUESTACHARGEBACK

Torequestachargeback:

• tell us you want us to chargeback the transaction within90daysofthedisputedtransaction,and

• provideuswithanyinformationweaskfortosupportyourrequest.

Ifyoudon’tfollowthesesteps,wemayloseanychargeback right we have under Visa’s scheme rules.However,thisdoesn’tapplytoanunauthorisedtransactionthatisregulatedbytheePaymentsCode(seethesection“Whoisresponsibleforunauthorisedtransactions”).

13.4.2WHATHAPPENSWHENWECLAIM ACHARGEBACK

We will try our best to claim a chargeback for you. However,foryourclaimtobesuccessful,themerchant’sfinancialinstitutionmustaccepttheclaim.

Iftheyrejectachargeback,wewillonlyaccepttherejectionifwearesatisfiedthatitisreasonableandisconsistentwithVisa scheme rules.

Asaresultofourinvestigations,ifwefindthatyouraccounthasbeenincorrectlydebitedorcredited,thenwewilladjustyouraccount(includinganyinterestandcharges)andnotifyyou in writing.

14. Using your cards outside AustraliaAll your overseas transactions on cards are converted intoAustraliandollarsbythecardschemeproviderandcalculated at a wholesale market rate by the card scheme providerfromarangeofwholesalerates,orthegovernmentmandatedratethatisineffectonthedaybeforethedatethecardschemeproviderprocessesthetransaction.

All transactions made in a foreign currency on your card are subjecttoaconversionfee.PleaserefertotheFees and Charges brochure for the current conversion fee.

Some overseas merchants and ATMs charge a surcharge formakingapurchaseusingyourcard.Youcan’tdisputethissurchargeonceyouhavecompletedthetransaction.Thesurchargemayalsoappearonyourstatementaspartofthepurchaseprice.

Youagreetoreimburseusforanycosts,feesorchargesarisingoutofafailuretocomplywithanyexchange controlrequirements.

15. Letting others have a cardIfyouaskustodosoinwritingandweagree,wemayissueacardandPINtoanotherperson.Anadditionalcardholdermust be a signatory on the account and be 18yearsofageorolderforaVisacard,orover12years ofageforaCueCard,iftherearenocreditfacilitiesattachedto the card.

Iftherearecreditfacilitiesattachedtothecard,wemayrequireadditionalcardholderstobe18yearsofageorolder.

An additional cardholder’s use of a card is subject to these Terms and Conditions and e-Conditions and we suggest thatadditionalcardholdershaveacopyofthem.

Youareresponsibleforanadditionalcardholder’suseofacard and for all transactions carried out by this cardholder (includingwithdrawals,purchasesorpayments).Youshouldnote that additional cardholders may have access to your account information.

We’llgiveeachadditionalcardholderaseparatepasscode.Youmustensurethatanyadditionalcardholdersprotecttheiraccesscardandpasscodeinthesamewayas thesee-Conditionsrequireyoutoprotectaccesscard andpasscode.

Ifyouwishtostopaccessbyanadditionalcardholder,youmust ask us in writing to remove the additional cardholder andplaceastopontheadditionalcard.Pleasenotethatthecancellationmaynotbeeffectiveuntiltheadditionalcardisreturnedtousoryouhavetakenallreasonablestepstohave the additional card returned to us.

You won’t be liable for any continued use of the additional cardfromthedayyouhave:

• letusknowthatyouwantitcancelled,and

• returned the additional card to us or have destroyed it.

If you only let us know that you want the card cancelled anddon’treturnordestroythecard,theadditionalcardholdermaystillbeabletousethecard(forexample, offlinepurchases).


Pleasenotethatifyouareunabletoreturntheadditionalaccesscardtous,wemayaskyoutomakeawrittenstatementdescribingthestepsyou’vetakentoreturn the card to us.

16. When your card is expired or cancelledYoumustnotuseyourcard:

• aftertheexpirationdateshownonthefrontofthecard,or

• after the card has been cancelled.

Ifyoucontinuetouseyourcardafterithasexpiredorbeencancelled,youmustreimburseusforanyindebtednessincurredthroughsuchuse,whetherornotyouhaveclosedyour account.

17. Transaction limits and restrictionsYou agree that you won’t use your card or electronic banking access methods to overdraw the balance in any linked accountsorexceedtheunusedportionofyourcreditunderanypre-arrangedcreditarrangement(i.e.VisaCreditcards).

We:

• maysetlimitsontheminimumandmaximumtransactionamountsonadailyorcumulativebasis,

• maysetrestrictionsontheuseorprocessingoftransactions(forexample,processingcutofftimes),

• and will advise you of the transaction limits and/or restrictionsontheuseorprocessingoftransactions atthetimeyouapplyforacardoraccessmethodorontherelevantsystemorequipment(e.g.ourwebsiteorOnlineBanking).

Forinformationonyourdailycardandaccessmethodlimits,pleaseseethesection“Withdrawalandtransactionlimits.”

18. Things outside of our controlWecan’tguaranteethatmerchantsorATMsdisplayingcardsignsorpromotionalmaterialwillacceptourcards.

Wedonotacceptanyresponsibilityifamerchant,bankorotherinstitutiondisplayingcardsignsorpromotionalmaterial,refusetoacceptorhonourourcards.

WearealsonotresponsibleforanydefectsinthegoodsandservicesyoupurchasethroughtheuseofyourVisacard.Disputesaboutthequalityofgoodsand/orservicesmustbeaddressedtothesupplierormerchant.

19. Cancelling your card or access servicesYoumaycancelyourcard,telephonebanking,OnlineBankingorBPAYatanytimebylettingusknowinwriting.Ifyoudoso,we’llimmediatelyrestrictyourcardoraccessservices.

Wemayimmediatelyrestrictand/orcancelyourcard,accesstotelephonebanking,OnlineBankingorBPAYatanytimeforsecurityreasonsorifyoudon’tcomplywithoure-ConditionsorbreachtheePaymentsCode.Inthecaseofacard,wemaycancelitbycapturingthecardatanyATM.

Ifwecancelyourcardoryouraccesstotelephonebanking,OnlineorBPAYforanyreason,wewillgiveyou30daysnotice.Wedon’thavetospecifyourreasonsforcancellingyour card or access.

Cancellationofyourcardwillnottakefulleffectimmediately.You will continue to be liable for any transaction amounts notyetprocessedonyourVisacardforpurchasesmadebefore the card is cancelled.

Ifyoucontinuetocarryoutatransactionusingtelephonebanking,OnlineBankingorBPAY,despitethecancellationofyouraccess,youwillbeliableforthattransaction.

20. When we’ll terminate your card or access servicesWe’llterminateyourcard,accesstoelectronicbanking orBPAYwhen:

• we notify you that we have cancelled your card or your accessmethodtotheaccountwithus,

• you close the last of your accounts with us to which the accesscardappliesorhastelephonebanking,OnlineBankingorBPAY,

• youceasetobeourcustomer,or

• you change the authorities governing the use of your accountoraccountstowhichthecardappliesorhastelephonebanking,OnlineBankingorBPAYaccess(unlessweagreeotherwise).


21.2 What happens if you enter incorrect information?Youmustbecarefultotellusthecorrectamounttobepaidand let us know immediately if you make a mistake. Ifyoutellustomakeapaymentandlateryoudiscoverthat:

anamountwasnotpaidin accordance with your instructions

call 1300 747 747 and speakwithourCallCentre

the amount you told us topaywaslessthan therequiredamount

youcanmakeupthedifferencebymakinganotherBPAYpayment

the amount you told us topaywasmorethan therequiredamount

you should call the biller andrequestarefund.

you have made any other mistake(i.e.theaccount,Biller code or customer reference number wasincorrect)

call 1300 747 747 and speakwithourCallCentre

We may ask you to give us a written consent addressed tothebillertoinvestigateamistakenBPAYtransaction. Ifyoudon’tgiveusthatconsent,thebillermaynotbelegallyrequiredtogiveustheinformationweneedtoinvestigate orfixthemistakenBPAYpayment.

IfyouareresponsibleforamistakenBPAYpaymentandwecannotrecovertheamountfromthepersonwhoreceived itwithin20bankingbusinessdaysofustryingtodoso, youwillbeliableforthatpayment.

21.3 Can I cancel a BPAY transaction?YoucannotstopanyBPAYtransaction(exceptfor afuturedatedpayment,seebelow)onceyouhaveenteredtherelevantdata,andgiventheinstructiontoprocess thepayment.

21.4 If you find any irregularitiesPleasecontactusimmediatelyon1300 747 747,ifyou:

• becomeawareofanydelaysormistakesinprocessingyourBPAYpayment,

• findanunauthorisedBPAYpaymentmadefromyouraccount,or

• think that you have been fraudulently induced to makeaBPAYpayment.

Inthecaseofanaccesscard,wemayrequireyoutoreturnor destroy the cancelled card.

21. Using BPAYYoucanuseBPAYtopaybillsbearingtheBPAYlogofromthoseaccountsthathavetheBPAYfacility.

YoucanuseBPAYtopaybillsbearingtheBPAYlogofromthoseaccountsthathavetheBPAYfacility.

YoucanpayyourbillsusingOnlineBankingorTelephoneBanking or at any Qudos branch.

Youmayselecttopayyourbillsoneitherthecurrentdate or on a future date.

BPAYViewenablesyoutoreceivebillsfromparticipatingbillers nominated by you through Online Banking.

InformationaboutBPAYViewisavailableinOnlineBanking.

21.1 What to give us when you make a BPAY transactionYouwillneedtoprovidethefollowingaccurateinformationsothatwecanprocessaBPAYpayment:

• Billercode(printedonyourbillneartheBPAYlogo),

• customerreferencenumber(printedonyourbillneartheBPAYlogo),

• details of the account from which you wish to make the payment,

• amounttobepaid,and

• dateonwhichthepaymentistobepaid(onlyiftheuserisschedulingafuturepaymentwithBPAY)

Itisimportantthatyougiveusalloftherequiredinformationanditisaccurate,otherwisewewillbeunabletocompleteyourBPAYinstructions.

Pleasenotethatamistakenpaymentreceivedbyabillerdoesnotdischarge,allorinpart,theunderlyingdebtyouowe that biller.

WewilltreatyourBPAYpaymentinstructionasvalidifyouuse the correct access method.

AllBPAYpaymentsaregivenareceiptnumberimmediatelyat the time of the transaction.


21.5 Processing BPAY paymentsWe’llattempttomakesurethatyourBPAYpaymentsareprocessedpromptlybyBPAYparticipants,howeveryoumusttelluspromptlyif:

• you become aware of any delays or mistakes in processingyourBPAYpayment,

• youdidnotauthoriseaBPAYpaymentthathasbeenmadefromyouraccount,or

• you think that you have been fraudulently induced to makeaBPAYpayment.

Note:PleasekeeparecordofBPAYreceiptnumbersontherelevantbills.

All“paynow”transactionsaredebitedtoyouraccountimmediately.Ifarequestismadeafter3pm(EasternStandardTime)onabusinessdayoratanytimeonaweekendorpublicholiday,thepaymentwillnotbesenttothe biller until the following business day.

ABPAYpaymentistreatedasreceivedbythebiller:

• onthedateofyourinstructions,ifwereceiveyourinstructionsbythecutofftimeonabankingbusinessday(adayinSydneyorMelbournewhenbankscaneffectsettlementsthroughtheRBA),and

• orelse,onthenextbankingbusinessday.

PleasenotethataBPAYpaymentmaytakelongertobecreditedtoabillerifyoutellustomakeitonaSaturday,SundayorapublicholidayorifanotherparticipantinBPAYdoesnotprocessaBPAYpaymentassoonastheyreceiveits details.

DelaysmayoccurwhenprocessingaBPAYpaymentif:

• thereisapublicorbankholidayonthedayafteryouinstructustomaketheBPAYpayment,

• youtellustomakeaBPAYpaymentonadaywhichisnotabankingbusinessdayorafterthecutofftimeon abankingbusinessday,or

• abiller,oranotherfinancialinstitutionparticipatinginBPAY,doesnotcomplywithitsBPAYobligations.

Ifweareadvisedthatyourpaymentcannotbeprocessedbyabiller,wewill:

• letyouknowassoonasreasonablypossible,

• credityouraccountwiththeamountoftheBPAYpayment,and

• takeallreasonablestepstoassistyouinmakingtheBPAYpaymentasquicklyaspossible.

22. Future-dated payments and recovering themFutureBPAY,Autotransferordirectdebitpayments(either“one-off”or“periodic”)canbescheduledatanytimeinadvanceofthedateforpayment.Ifyouscheduleafuturepayment,youshouldnote:

• youmustensuretherearesufficientavailablefundsinyouraccount(s)tocoveranyfuture-datedpayments(andanyotherpaymentscomingoutofyouraccount)ontheduedate,

• ifthereareinsufficientclearedfundsorcredit,thepaymentwillnotbemadeandyoumaybecharged adishonourfee,

• youareresponsibleforcheckingyouraccounttransaction details or account statement to ensure thefuture-datedpaymentismadecorrectly,

• youshouldcontactusifthereareanyproblemswithyourfuture-datedpayment,

• you must contact us if you wish to cancel a future-datedpaymentafteryouhavegiventhedirectionbutbeforethedateforpayment.Youcannotstopthepaymentonorafterthatdate,and

• wemaystopfuturepaymentinstructionsatanytimeaftergivingwrittennoticetoyou,orwithoutnoticeatanytime,afterbeinginformedbyapayeethatnofurtherpaymentisrequired.


23. Regular payment arrangementsYoushouldmaintainarecordofanyregularpaymentarrangement(i.e.adirectdebit)thatyouhaveenteredintowith a Merchant.

TochangeorcancelanyregularpaymentarrangementyoushouldcontacttheMerchantorusatleast15dayspriortothenextscheduledpayment.Ifpossibleyoushouldretain acopyofthischange/cancellationrequest.

Shouldyourcarddetailsbechanged(forexample,ifyour Visacardwaslost,stolenorexpiredandhasbeenreplaced)thenyoumustrequesttheMerchanttochangethedetails ofyourexistingregularpaymentarrangement toensurepaymentsunderthatarrangementcontinue. Ifyoufailtodosoyourregularpaymentarrangementmay notbehonoured,ortheMerchantmaystopprovidingthegoods and/or services.

If your Visa card or your accounts with us are closed for anyreason,youneedtoimmediatelycontacttheMerchanttochangeorcancelyourregularpaymentarrangement(becausetheMerchantmaystopprovidingthegoods and/orservices).

24. QSafe SMS verificationQSafeworksbysendingauniquecodetoyourAustralianmobilephoneeachtimeyourequesttomakeanew transferorBPAYpaymentthroughelectronicbanking. Ifyoudon’thaveamobilephone,we’ll let you know your uniquecodeoveryourAustraliantelephonelandline.

You can register for QSafe SMS under the ‘Security’ tab’ in Online Banking. Just make sure your mobile number detailsareuptodatein the ‘My Details’ tab.

TherearenochargesassociatedwithQSafeSMSverification.

Ifyouaretravellingoverseassomecostsmayapplytouse internationalroaming,pleasecheckwithyourserviceprovider.

Issued by Qudos Mutual Limited trading as Qudos Bank ABN 53 087 650 557 Australian Credit Licence/Australian Financial Services Licence no. 238 305.Q

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