Opening hours: 

Bowral:  9.00am – 5.00pm  Goulburn:  9.00am – 5.00pm.  Moss Vale:  9.00am – 1.00pm & 2.00pm – 5.00pm 

Mittagong:  Temporarily closed. 

At this time we encourage you to stay home and stay safe.  Online banking is your safest option.

If you need assistance accessing remote banking please contact our team on 4860 4000.

 

Financial abuse occurs when one person manipulates another to control their finances and property without their consent.

It can happen to anyone, no matter how old, or how much money they have.

We recognise that it may be difficult for you to seek assistance. If you feel you're in a financially abusive situation, please do not hesitate to speak to any member of our staff.

If you or someone close to you is in immediate danger, dial 000.

To learn more about how we can help, click here.

At BDCU Alliance Bank we pride ourselves on our commitment to conduct business ethically and to the highest possible standard. In line with this commitment, BDCU Alliance Bank complies with a range of codes of practices including the Banking Code of Practice, the Code of Operation for the Department of Human Services and the Department of Veterans' Affairs, Family Law Guidelines and the ePayments Code.

Banking Code of Practice

BDCU Alliance Bank has adopted the Banking Code of Practice.

The Banking Code of Practice is a voluntary code of conduct which sets standards of good banking practice for us to follow when dealing with you.

A copy of the Code is available at any of our Branch Locations or by telephoning (02) 4860 4000. A copy of the Code can also be downloaded or printed. Further information on the Code is also available from the Australian Banking Association website.

Family law guidelines

The guidelines below set out the manner in which BDCU Alliance Bank (the Bank) will:

  1. Deal with applicants for transfers of mortgage and consents to transfer of title pursuant to a Family Court determination or approval; and
  2. Otherwise enforce debts affected by a family law property settlement.

Where customers hold joint credit facilities, invariably the account holders will have a joint and several liability to the Bank. This means that the Bank is entitled to ask for the debt to be repaid by the parties jointly and by each of them severally (individually). An agreement between the parties for one of them to take responsibility for a joint and several debt will not change the right of the Bank to require either or both parties to pay the debt. The Bank has to agree to the re-allocation of liability before it is bound. For example, if one spouse has a credit card debt and the other spouse agrees to assume responsibility for the debt, the Bank's right against the credit card holder is not affected by the agreement unless the Bank agrees to recognise the change of responsibility.

A person's liability to a bank can be either as a borrower or as a guarantor. In these guidelines, a reference to a liability to a bank includes both borrowing and guarantee liabilities. These guidelines are for the assistance of parties, their legal practitioners and representatives involved with family law property proceedings (including agreements for division of matrimonial property) and the division of their joint property that is subject to a mortgage to a bank and of their other joint and several liabilities owed to the Bank.

Guidelines

  1. Unless the Bank is a party to a court order or to a privately negotiated agreement between parties to a marriage, the Bank is not automatically required to consent to arrangements such as the transfer of property mortgaged to the Bank or the re-allocation of debt between the parties. The Bank has to agree to the re-allocation of liability or the transfer.
  2. While the Bank will try to accommodate any new arrangements, it may need to conduct investigations into the parties' financial position so as to satisfy itself about the ability of the transferee of property or the party who has assumed liability for joint debts owed to the Bank to fulfil the financial commitment to the Bank by themselves, without undue hardship.
  3. The Bank might either agree to the transfer of the property subject to the mortgage and release the other party from further liability or retain its rights under the personal covenants in the mortgage against that other party.
  4. In the majority of cases a bank would be reluctant to release joint debtors from their joint obligation to the Bank where the debt is an unsecured liability.
  5. Where a transfer of property subject to the Bank's mortgage is contemplated, applicants should keep in mind the following points:
    1. Allow sufficient time for the Bank to make its assessment of the proposal; it is advisable to contact the Bank as soon as the likelihood of a settlement or court order altering the interests of the parties in mortgaged property arises:
    2. Don't enter into the agreement or seek the court order until you know the Bank will agree to the transfer.
    3. The Bank needs to make a fresh financial assessment of the party who is to assume responsibility for the mortgage debt as if it is a new loan application;
    4. Where the court intends making an order requiring one of the parties (A) to pay a lump sum or an amount by instalments in settlement of the other parties (B's) interest in property, if A is to borrow that amount the Bank will take that amount into account when assessing A's ability to service the existing loan facility. Depending on A's financial circumstances, the Bank might not be satisfied that the existing facility together with the new obligation to B can be serviced by A without undue hardship.
    5. Full financial particulars including the terms of the proposed agreement need to be provided to the Bank;
    6. If there are continuing credit facilities such as an overdraft on a joint (or several) account that is secured by a mortgage, the Bank may have to stop further drawings on the account until the matter is resolved or unless both parties expressly agree to further drawings;
    7. The Bank is not able to divulge information about one of the parties to the other party or to their practitioners or representatives without that parties’ consent;
    8. If there are other co-owners their consent will be required to any dealing with the property;
    9. If other persons have guaranteed the parties' obligations to the Bank, the consent of those guarantors might be needed before any re-arrangement of the facility;
    10. There may be Bank and other fees and costs payable for obtaining the Bank's consent to a dealing and in connection with the dealing itself;
    11. Each application for the Bank's consent will be assessed on a case-by-case basis.
  6. When there is a proposal that one party is to be responsible to repay the Bank for jointly owed unsecured debt, an application to the Bank for consent to recognise the change in liability should be made. The points a) to k) above should be observed.
  7. Please note that where the court grants one party the sole right to reside in a property to the exclusion of the other party, the Bank's rights against the other party under the mortgage would be preserved unless the Bank agrees to release the other party from the mortgage.
  8. If the Bank declines a transfer or to release a party from further liability, it will be entitled to enforce that liability, if that becomes necessary.

These guidelines are intended to be for general information and guidance. They are not intended to be legal or financial advice. They are not a substitute for legal or financial advice. If you are contemplating or are involved in family law proceedings or a family law agreement you should seek specialist legal and financial advice.

ePayments Code

BDCU Alliance Bank has adopted the ePayments Code (formerly known as the Electronic Funds Transfer Code of Conduct).

Download a pdf copy of the ePayments Code here.

Code of Operation for the Department of Human Services and the Department of Veterans’ Affairs

The Code of Operation cover the recovery of debts from Department of Human Services income support payments or Department of Veterans’ Affairs (DVA) payments. It aims to ensure that recipients of income support payments and DVA payments have sufficient income to maintain adequate food and shelter.

At BDCU Alliance Bank we understand this can be a stressful and difficult time for you.

Among all the important things to take care of when a loved one passes away, having to sort through bank matters is another thing to add to the list.

During this period, we are committed to helping you navigate through this task in a compassionate and understanding way. Our helpful and considerate staff will be on hand to assist you.

The information below aims to make the process of dealing with this challenging time as simple as possible.

What do I need to do?

The best place for you to start is to visit your local Advice Centre. They will be able to provide you with the information you need to get the process started.

Frequently Asked Questions

For further information, please contact us on (02) 4860 4000 or by email This email address is being protected from spambots. You need JavaScript enabled to view it.. Or visit us at your nearest Advice Centre.

Google Pay can be used almost anywhere contactless payments are accepted with your BDCU Alliance Bank Visa debit and credit card, just look out for the payWave and Google Pay logos. You can also make purchases on the web and in apps just click ‘Buy with Google Pay’. 

Adding a card

  1. Download the free Google Pay App from the Google Play Store
  2. Open the Google Pay App
  3. Go to payment and add a payment method
  4. Either take a photo of the physical card or enter the card details manually
  5. Follow the remaining prompts which will include a verification check (Via SMS or email).

Making a payment in store

  1. Simply wake your device - there's no need to launch the App or authenticate
  2. Hold the device near the terminal when the merchant requests the payment

FAQs

Samsung Pay is an easy and secure way to make fast payments with your BDCU Alliance Bank Visa debit and credit card using your compatible mobile or Samsung Gear. 

How to add a card

How to pay in store

FAQs

Want to know more about Samsung Pay? Visit them here: https://www.samsung.com/au/apps/samsungpay/

If you have an Apple device, you already have the technology, so all you have to do is set up Apple Pay and tap! You can also make effortless transactions using your tablet, desktop or watch.

Anywhere you see this symbol you can use Apple Pay.

applepay

Not only can you store your debit and credit cards in your digital wallet, you can also add your boarding passes, rewards cards, movie and concert tickets. Just check with the provider to see if they have this feature available.

It's a safe and secure way to pay

Your bank details are not stored on your device or Apple servers, nor is it shared with the merchant you are paying. When you perform a transaction your card number is replaced with a unique code adding an extra layer of security.

Authentication is also required, so to make a transaction you have to use Touch ID, Face ID or a passcode to verify the payment.

If you are worried about losing your phone, turn on Find my iPhone, so you can log into your Apple ID and suspend or remove your cards from Apple Pay.

What you uneed to get started

  • An eligible device
  • Your BDCU Alliance Bank card
  • Latest version of iOS, watchOS or macOS
  • An Apple ID

How to add a card

FAQs

Problems, Complaints and Dispute Resolution

BDCU Alliance Bank has an internal dispute resolution procedure to ensure our members' concerns are dealt with quickly and fairly.

At BDCU Alliance Bank we aim to solve problems and complaints in a friendly and fair manner.

If you feel that you have experienced service from us which is not to your satisfaction, please tell us about it so that we can attempt to fix this for you. We will address your concerns as soon as possible.

Please talk to our staff at your local Centre or, contact our Advice Support Centre on (02) 4860 4000 or send your concerns to us in writing.

 

External Dispute Resolution Scheme

If you are not satisfied with the response provided you have the option to refer your complaint to the relevant external dispute resolution scheme.

We are a member of the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact AFCA at:

In writing to: GPO Box 3, Melbourne VIC 3001

Telephone: 1800 931 678

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Website: www.afca.org.au

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expire.

Make a Complaint

If you would like to make a complaint, please email This email address is being protected from spambots. You need JavaScript enabled to view it. detailing your complaint. 

 

 

BDCU Alliance Bank is owned by its members, which makes us a true locally owned business. We work hard to foster positive change in our communities and support local businesses so they thrive and grow. As a social enterprise, our profits go back into the community through impact investing, enriching our local communities and enhancing people’s lives.

And yes, we offer banking stuff too. We are here to support you with your everyday banking needs, business banking, buying your first home or car or helping sort your finances out.

It’s easy to join, we can do a lot of the work for you. Give our Member Comms Team a call (02) 4860 4000 or visit your local Advice Centre to find out how. You can get started by either clicking the apply now button in the banner above  and using our online form or if you prefer to do it the old fashioned way then you can print and fill out the Personal Membership form or Business Membership form and we can help you with the rest! 

Email Scams

Internet Banking users have recently been targeted by a range of email scams involving various hoax emails. The hoax emails have been sent to large numbers of email addresses in anticipation of at least some reaching users of online banking facilities. Because of the large number of emails involved and the random nature of the hoax, these frauds are often called 'phishing'. The hoax emails seek to trick online banking consumers into disclosing confidential financial information such as their Internet Banking login and password details, thereby providing the perpetrators of the fraud with illegal access to their accounts.

The emails can look very professional and give the appearance of coming from a legitimate financial institution. Techniques that have been used so far include:

  • asking consumers to update their login and password details for 'security' purposes. The users are directed to an authentic looking but false website. In some cases, the website address is also very close to that of the targeted financial institution. When users try to login to their accounts, their login and password details are captured;
  • luring users into opening emails or attachments that secretly install 'Trojan' virus programs. Trojans are computer programs that secretly install themselves on a user's computer without the user even knowing about it. In the case of online banking fraud, Trojans are used to log and capture key strokes (such as Internet Banking passwords, etc);
  • falsely alerting consumers to suspect transactions on their account. If the recipient follows the link embedded in the email, a virus covertly installs a Trojan program that logs key strokes; and
  • directing a user to a false website (such as one email purporting to come from the federal police) where a Trojan program is installed to log key strokes.

Having used these or similar techniques to capture login and password details, fraud perpetrators are then able to illegally access accounts and withdraw funds.

Please note: BDCU Alliance Bank will:

  • never ask for your Internet Banking login details or card details via phone or email
  • never use email to send you a link to an Internet Banking login page
  • never ask you to communicate your passwords to us in any form

Job Scams

Members should also be alerted to a number of fraudulent job scams advertised on the Internet which entice users to act as money transfer agents for a third party. Consumers are duped into using their own accounts to transfer money for third parties as part of a legitimate business transaction for a commission based on a percentage of the transfer. In fact, they become part of a money laundering operation for transferring stolen money. Again, these false job websites appear very professional and can be very convincing.

Members should exercise extreme caution with any online job offer where you are asked for your personal and banking details.

Identity Theft

Identity theft occurs where a criminal obtains the personal details of an individual to masquerade as that individual and, typically; transfer funds, obtain cash, secure loans and other financial benefits. The individual is then left to deal with the debts incurred, along with the associated legal implications.

Identity theft can occur when a fraudster gets access to your personal information such as your date of birth, your address, your drivers licence number and information from utilities, phone and credit union/bank account records.

This can be obtained through:

  • email scams such as those mentioned above
  • similar telephone scams; and
  • theft of your records and/or mail.

Members should:

  • keep responsible care of all personal information to minimise the risk of loss/theft (e.g. by keeping tax records and other financial documents in a safe place);
  • minimise the risk of mail theft by securing your mailbox (e.g. with a padlock);
  • cancel unused credit union/bank/utility/phone accounts;
  • securely dispose of any documents that may contain personal details (such as account statements, credit card transaction slips, bills, etc);
  • regularly obtain a copy of your personal Credit File to make sure there is no unusual activity on your file; and
  • promptly report to the police any loss or theft of personal documents.

More information

 

1. What is the Financial Claims Scheme?

The Financial Claims Scheme (FCS) is an Australian Government scheme that provides protection and quick access to deposits in banks, building societies and credit unions in the unlikely event that one of these financial institutions fails.

Under the FCS, certain deposits are protected up to a limit of $250,000 for each account holder at any bank, building society, credit union or other authorised deposit-taking institution (ADI) that is incorporated in Australia and authorised by the Australian Prudential Regulation Authority (APRA).

The FCS can only come into effect if it is activated by the Australian Government when an institution fails. Once activated, the FCS will be administered by the Australian Prudential Regulation Authority (APRA).

In an FCS scenario, APRA would aim to pay the majority of customers their protected deposits under the Scheme within seven calendar days.

2. How is the FCS limit applied?

The FCS limit of $250,000 applies to the sum of an account holder's deposits under the one banking license.

Therefore, all deposits held by an account holder with a single banking institution must be added together towards the $250,000 FCS limit, and this includes accounts with any other banking businesses that the licenced banking institution may operate under a different trading name.

Bendigo and Adelaide Bank Limited’s network of brands and joint ventures provide a wide range of products and services, and those that are covered by the FCS are Bendigo Bank, Adelaide Bank, Community Bank , Alliance Bank, Rural Bank, Up Bank and Delphi Bank. Therefore, the $250,000 limit will apply to the aggregate balance of any eligible accounts held across these brands and joint ventures. 

3. Where can I get further information on the FCS?

Further information on the FCS is available on the FCS website - www.fcs.gov.au.

The APRA website contains a list of FAQ’s relating to banking.

Updated 9 October 2020

Resolving a Complaint

We love to hear from you whether it is a compliment, suggestion or complaint. It is important for us to know what we do well, and we are just as keen to hear when we have not met your expectations no matter the circumstance.

If you have a compliment, suggestion or complaint related to the products or services provided by BDCU Alliance Bank, please contact us in the first instance, as any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable and timely outcomes.

We will ensure that all complaints are fully documented, investigated and resolved in a timely manner and we will keep you informed of the progress of your complaint.

There are many ways to provide feedback to us:

  • In person: By speaking to a member of our staff
  • Over the phone: By contacting (02) 4860 4000
  • Online: By completing out Enquiry Form

 External Dispute Resolution Scheme

If you are not satisfied with the response provided by our team, you have the option to refer your complaint to the relevant external dispute resolution scheme.

We are a member of the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact AFCA at:

In writing to: GPO Box 3, Melbourne VIC 3001

Telephone: 1800 931 678

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Website: www.afca.org.au

Time limits may apply to complain to AFCA and so you should act promptly, or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires. 

If your complaint relates to how we handle your personal information you can also contact:

Office of the Australian Information Commissioner 

GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
www.oiac.gov.au

For additional information, please see the Bendigo Bank Policy on Customer Feedback Management, which is supported by detailed procedures covering the approach, responsibilities, monitoring, reporting and improvement of the customer experience.

We are here to help