Once we have opened an account for you we will supply you with your BSB and account information. Simply make a transfer into this account from another account and you will be ready to start your banking journey with us.

Accounts are available for individuals over the age of 18 who have access to the internet. You must also have a valid Australian residential address, mobile and email address.

Term deposits accounts are accounts that offer a fixed rate of interest over the term you choose. You need a minimum amount to open a term deposit and your money is locked away for the term selected.

We’ll send you a notification three (3) weeks prior to your maturity date. If you don’t provide us with instructions after this notice is received, we’ll automatically reinvest your funds for the same term and at the rate applicable on that day. You have seven (7) calendar days from the date of maturity in which you can make changes to your Term Deposit at no additional cost.

You’ll hear from us three (3) weeks prior to maturity so you can let us know how you would like to go ahead.

There is no fee for opening up a Term Deposit.

However, if we agree to allow you to withdraw part or all of the balance before the maturity date, the interest you receive on the amount withdrawn may be reduced based on the term elapsed as a percentage of the total term. This is the Early Withdrawal Adjustment. The closer the early withdrawal date is to the maturity date, the lower the Early Withdrawal Adjustment will be.

Interest will be paid on the maturity date of your investment.  You can choose to either have the interest invested back into any new term deposit selected or have it paid into your nominated account.

You will receive the rate advertised on the day you reinvest for the term selected.

Bank guarantees are available for the following entity types:

• Companies (ACN or ABN provided)
• Sole traders
• Trusts
• Partnerships

This is the third party you provide the guarantee to. A beneficiary must:

• Be a legal entity
• Have a valid ABN or ACN (if the beneficiary is not an individual)
• Acceptable business within Australia

The BNK bank guarantee is 100% cash secured. That means that if you need a $100,000 bank guarantee, you will need to deposit $100,000 with BNK.

You have the flexibility to set an expiry date or leave it opened ended, as required by your obligations to the beneficiary.

To cancel your bank guarantee, one of the following needs to occur:

• You or the beneficiary returns the original guarantee to us
• The beneficiary cancels the guarantee
• The guarantee expires
• The beneficiary has been paid

Getting started is simple. Please call us on 1300 265 226, and we’ll issue a temporary password to get you up and running. Once you log in, you’ll be prompted to create a new, secure password.

Please call us on 1300 265 226. Having your customer number handy will allow us to assist you quickly and securely.

If you’ve forgotten your password, please call 1300 265 226 and we’ll assist you in resetting it safely.

Please contact us on 1300 265 226 to unlock your account. We’ll guide you through resetting your password securely.

Updates can be made in Internet Banking. Log in, select ‘Manage,’ and access your profile. You may be prompted to enter a SECURECODE sent to your registered mobile number for security.

Call us on 1300 265 226, and we’ll guide you through the process safely and efficiently.

Our Internet Banking is compatible with the latest browsers and devices. Please ensure your device is up to date. Our system supports at minimum Windows 7, Apple iOS 8, and Android 4.1—any newer versions should work. If you experience any issues, please call us on 1300 265 226 and we’ll assist you promptly.

All your active accounts should be visible in Internet Banking. If any are missing, call 1300 265 226 and we’ll help you promptly and securely.

For your safety and security, the mobile app and internet banking have been set up to not allow multiple logins at once. If you are signed into your mobile app, you cannot be signed in on a computer or tablet elsewhere, the program will automatically log you out of the later online session.

Simply open the app and log in with your username and password. New users, if you need a temporary password, call us on 1300 265 226 with your customer number, and we’ll provide one securely.

The Goldfields Money app lets you manage your BNK accounts on Apple or Android devices. If you run into any difficulties, please contact us on 1300 265 226 for assistance.

To reset your password, please call 1300 265 226. We’ll confirm your identity and reset it safely over the phone.

Please contact us on 1300 265 226 to unlock your account. We’ll guide you through resetting your password securely.

To update your PIN, open your mobile banking app, select the menu, then ‘Users,’ and tap ‘Change my PIN.

Call us on 1300 265 226, and we’ll guide you through the process safely and efficiently.

For your safety and security, the mobile app and internet banking have been set up to not allow multiple logins at once. If you are signed into your mobile app, you cannot be signed in on a computer or tablet elsewhere, the program will automatically log you out of the later online session.

Our Internet Banking works across the latest browsers and devices. Please ensure your device is up to date. Our system is compatible with, at a minimum, Windows 7, Apple iOS 8, Android 4.1, and newer versions. If you experience any issues, call us on 1300 265 226 and we’ll assist you promptly

Your password is an important part of keeping your account secure. To protect your money, your password must:

• Be different from your previous password and not include your customer number

• Be at least 8 characters long

• Include at least one lowercase letter (a–z) and one uppercase letter (A–Z)

• Include at least one number (0–9) and one special character (e.g., !, *)

Following these guidelines helps us keep your account safe and secure.

Call us on 1300 265 226 and we’ll guide you through the setup process safely and efficiently.

When you log onto business banking as a delegated user, you are using the customer number assigned to the business account and your unique username.

Within Australia/Overseas, during Business hours (7am-5pm AWST Monday to Friday): Give us a ring on 1300 265 226 and we will organise for your old card to be cancelled, as well as order you your new card. Please note: for security reasons, your new card will have a different number, which will cause issues with any direct debit payments attached to the card. To fix this, simply provide the new card number to your relevant billers.

Within Australia/Overseas, outside of Business hours: To organise for your card to be cancelled, call 1800 648 027 (toll free) or +61 2 8299 9101 as soon as you can. The card operator will make sure your card is cancelled, so no transactions can go through. Once business hours resume, give us a ring on 1300 265 226 or +61 8 9438 8888 to place an order for your new card. You will also be able to discuss any transactions if you’re worried about fraud. As above, your new card will have a different number, so you will have to update any billers using your card with your new number.

Please call us on 1300 265 226 to order any replacement Visa debit cards. We will ensure this process is as quick and painless as possible.

Yes, you can use your BNK card while travelling overseas. Please call us on 1300 265 226 beforehand to let us know your travel plans, so your card remains active and secure.

By default, there is a $1,000 daily withdrawal limit across ATMs, EFTPOS, and internet banking transfers or payments when you first join us. If you’d like to increase this limit, please call us on 1300 265 226 and we’ll assist you promptly.

Call us on 1300 265 226 to set this up easily. Your limit will be active for 24 hours, and if you need more time, we’ll do our best to accommodate you.

Visa payWave has a single transaction limit of $100. You’ll have to enter your PIN if the purchase is over $100.

Please contact us at your earliest convenience so we can start the investigation for you and block or cancel your card if needed. You can contact us via a SecureMail inside internet banking, email us at info@bnk.com.au or give us a call on 1300 265 226.

We’ll send you a replacement card a few weeks before your current card expires. If you haven’t received it by then, please contact our BNK team and we’ll follow up promptly to ensure your new card reaches you.

You can easily pay bills via BPAY® in Internet Banking. Select ‘Transfer & Pay,’ click ‘BPAY®,’ enter the details, and confirm your payment.

When you go to make a regular BPAY® payment in Internet Banking, you are asked at the bottom to select “when”, here select “recurring” to set up your recurring payment.

To add a contact, log in to Internet Banking and go to ‘Manage’ > ‘Contacts’ > ‘Add Contacts.’ You can choose to add a contact for either a BPAY® transaction or a regular transaction.

As of March 2021, we are no longer offering cheques and will no longer support cheque payments from 1 December 2021 onwards. Unfortunately we are unable to accept cheque payments into your account. Please request the party making the cheque payment to instead transfer the funds directly into your account as it remains one of the safest payment options available.

For Apple Pay and Google Pay™ you may need to enter a PIN for transactions over $100 AUD. Your total daily limit is dependent on your individual account set up.

When you make a purchase using your digital wallet, a device-specific number and unique transaction code are used each time. This means your card number is never stored on your device, nor shared with merchants. Transactions cannot be linked back to you, keeping your payment information secure and private.

Yes, you can add multiple cards. The card you select to appear at the top will be set as your default for payments.

There are no additional fees for using these features.

If you have a Visa Debit Card, Visa Secure (formerly known as Verified by Visa) is a free service that provides increased protection against unauthorised card usage.

When a transaction is performed at a participating retailer, Visa Secure will send a One Time Password (OTP) via SMS to your mobile number to authenticate the purchaser.

Your Visa Debit Card will automatically be enrolled into Visa Secure. If your mobile number is not held by BNK Bank, please give us a call on 1300 265 226 so we can update your details.

Two-Factor Authentication keeps your account secure. When prompted, you’ll receive a text code to enter in the app or Internet Banking to finalise your transaction.

The mobile number you have on record with us will be automatically set up for you to use for Internet banking. If you wish to use a different number than that on record for 2FA please let us know by calling us on 1300 265 226. We care about you and the security of your money so we want all our customers to have this feature without having to move a finger. Make sure you have provided us with your mobile number by contacting 1300 265 226 otherwise you may be restricted in what you can do.

We cannot disable this feature, as two-factor authentication is required to protect your account and your money.

Please contact us on 1300 265 226 and we’ll review your request. Depending on the receiving institution and the time the payment was processed, changes may not always be possible.

You can search transactions in Internet Banking by selecting ‘Accounts’ > ‘Transactions’ for a specific account, then clicking the magnifying glass icon to search.

We do not provide or facilitate overseas transfers, or accept foreign cheques. Funds can be received into a BNK account from overseas by giving the sender the following details:
Swift Code: CUSCAU2SXXX BSB: 806-043
Account Number: (Your account number)
Bank: BNK
Beneficiary name: (Your name)

To set up a new contact, log in to Internet Banking, navigate to ‘Manage’ > ‘Contacts’ > ‘Add Contacts,’ and choose between a BPAY® or regular transaction.

Simply send us a secure mail request through your Internet Banking and we will call you to verify. These limit changes will be temporary and will be reduce back to your standard limits after 30 minutes.

Making an external transfer works like a same-bank transfer and is available via Mobile Banking. Log in, select your account, choose ‘External,’ and enter the details. For assistance, call 1300 265 226.

When you go to make a transfer in internet banking, directly under the “transfer” tab it asks whether you want to make an internal or external transfer. Select “internal” and you can transfer between your own accounts!

Yes, you can access your previous eStatements. First, ensure your email address is up to date in Internet Banking by going to ‘Manage’ > ‘Profile’ and entering a valid email. Then, go to ‘Accounts’ > ‘eStatements’ and search for statements by date.

Transactions made prior to April 2018 won’t appear in your transaction history or statements on our current Internet Banking, Mobile Banking, or Business Banking platforms. However, these records are still available, as we keep all information for at least seven years. Please call us on 1300 265 226 and we’ll assist you promptly

Processing is normally completed within 24–48 working hours. For any delays, please contact us on 1300 265 226 and we’ll look into it for you

You can view your contacts by logging in to Internet Banking, selecting ‘Manage,’ then ‘Contacts.’ If any are missing, please call us on 1300 265 226 and we’ll assist you.

We can help. Call 1300 265 226 and we’ll assist you promptly.

If the account is invalid, the transfer should return automatically. If the account is valid, please call 1300 265 226 – we’ll do our best to help you cancel it safely, although cancellation may not always be possible.

All new customers will be set up to receive eStatements automatically. If you would like to amend your statement preferences and how you receive them feel free to call us on 1300 265 226.

For Existing customers:
You can do it via internet banking by following the steps below:
1. Log on to your retail or business Internet Banking
2. On the main page you should see a tab called ‘eStatements’ underneath our logo
3. Select Opt In (you may need to update your email address first) and away you go! From here you will only receive emails to your provided email address with your statements. We will never send the actual statement to your email, only the link when your statement is ready to download via Internet Banking.

Alternatively, you can call us on 1300 265 226 and we can set this up for you.

Redraw is available for home loans and business loans. A minimum of $500 applies for each redraw. If you have any questions, please call us on 1300 265 226 and we’ll assist you.

No, there is no fee to redraw online.

We value your feedback and appreciate hearing from our customers. If you’d like to share a compliment, suggestion, or general feedback, please email us at info@bnk.com.au

If you have a complaint regarding BNK, we appreciate the opportunity to investigate the circumstances and take the required steps to achieve resolution of the issue you have raised.

You can always call us on 1300 265 226 (Monday to Friday 7am-5pm AWST) to discuss your complaint.

Alternatively you may prefer to use one of the following methods:

Email: complaints@bnk.com.au
SecureMail: via your Internet Banking

By mail to:
Attn: The Resolutions Officer
BNK Banking Corporation Ltd
PO BOX 7030,
Cloisters Square, WA 6850.

Please try to provide as much detail as possible about your complaint so that we may assist you accurately and efficiently.

We will acknowledge receipt of your complaint within 1 business day. We will treat your complaint fairly and will endeavour to resolve your complaint within 5 business days. If further investigation is necessary it may take longer than 30 calendar days (or 21 days for complaints relating to financial hardship or enforcement), we will ensure to inform you of the delay and will provide updates throughout the process.

Our BNK Complaints Policy explains;

• how you may lodge a complaint;
• our key steps for dealing with complaints, including acknowledgement, assessment and investigation;
• response timeframes; and
• making a complaint to the Australian Financial Complaints Authority (AFCA) where you are unhappy with our resolution.

If you are not satisfied with the investigation of your complaint and resolution offered, you can have your complaint reviewed by Australian Financial Complaints Authority (AFCA). You can lodge your complaint through the following options:

Phone: 1800 931 678 (Freecall)

Email: info@afca.org.au

Website: www.afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

Other options may be available to you.  You may wish to get legal advice from your community legal centre or Legal Aid.

You can also contact ASIC, the regulator, for information on 1300 300 630 or through ASIC’s website at www.asic.gov.au.

If you have a complaint about the way we manage your personal information, you can make a complaint to the Office of the Australian Information Commissioner (OAIC).

Call: 1300 363 992

Email: enquiries@oaic.gov.au