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For the long term

With you for the long term

As an agricultural specialist, we understand it is critical to provide you with the dedicated support you need to manage through uncertainty over an extended period.

The effect of COVID-19 (coronavirus) has impacted the lives of all Australians and the global economy. And at the same time, we recognise that much of regional Australia is managing the impact of drought and/or recent bushfire activity.

Natural disasters, unfavourable climatic conditions, unpredictable commodity markets and the day-to-day challenges of life on the land can lead to financial hardship, both at a business and personal level.

If you are a Rural Bank client experiencing debt related stress, we want to help. If you require assistance, you'll find more about our disaster and hardship assistance measures here. We encourage you to contact your relationship manager to discuss options available to you. You can also call the Rural Bank customer support team on 1300 660 115.

Australian communities are certainly facing a series of unique challenges, and as an essential service, we’ll continue to support you throughout the COVID-19 pandemic. We hope these Frequently Asked Questions help to answer some questions you may have.

General FAQs

No, there is no change to online banking transactions or payments – they are still being processed within the same timeframe as they always have.

As an agricultural specialist, we understand it is critical to provide you with dedicated and practical support to manage your business through uncertainty over an extended period. From repayment deferrals to fee waivers, we have a range of options available to you if you need financial assistance for your business during this uncertain time.

Visit our Assistance measures page for details.

As an essential service, bank branches and ATMs remain open. Some ATMs may not be accessible depending on their location (those within malls that may have closed or have altered trading hours).

For customers who bank through Bendigo Bank or Community Bank branches, please check the operating hours for your local branch as these may have changed.

For those who bank via Elders, please check the Elders website for details.

Special notice for Victorian branches

Due to stage three restrictions across regional Victoria, all Rural Bank staff are  operating remotely.

While this will result in the closure of Rural Bank’s five regional Victorian offices in Shepparton, Swan Hill, Horsham, Warrnambool and Sale, all transactional services will continue to be facilitated at Bendigo Bank branches across the state.

Rural Bank staff will remain accessible to customers via phone, video phone applications - such as Facetime - Bendigo Bank branch appointments or outdoors, on farm.

Rural Bank’s products and services are accessible at more than 400 locations nationally, through a network of banking partners including Bendigo Bank, Community Bank and Elders branches, along with more than 200 lending specialists based in rural and regional centres across the country.

Face coverings must be worn by all customers and staff when visiting one of our banking partners in Victoria, unless they fall within one of the published exemptions. This condition meets Victorian Government requirements.

Yes, Australia Post outlets remain open for customers to use for their daily banking. Please check the Australia Post website for post office closures.

You can access your accounts, check your balance, pay bills, and perform everyday transactions 24 hours a day via Rural Bank internet banking or the Rural Bank app*.

If you have a smart phone, download the Rural Bank app from the Apple Store (iPhone) or Google Play (Android).

For more help about Internet Banking view our Internet Banking page. Registering for Internet and Phone Banking is easy - simply phone 1300 651 839 between 8.00 am and 8.00 pm (EST) weekdays and 10.00 am to 4.00 pm (EST) on weekends.

*Normal transaction cut-off times apply.

Yes. For our bank, it’s business as usual: our branches remain open and our staff remain dedicated to providing you with the products you want, the technology you expect, and the service you deserve.

Under the Financial Claims Scheme (FCS), there is a cap of $250,000, guaranteed per person. This is the same for all Australian banks.

Visit our Financial Claims Scheme page for more information.

Yes. The Australian Payments Network has temporarily increased the limit for Tap & Go™ transactions that require a PIN from $100 to $200, reducing people’s need to physically touch payment terminals.

This change applies to Rural Bank Visa Debit cards, but no action is required from you.

Retailers are rolling out the changes gradually so you can be guided by the PIN-pad prompts when making purchases.

Please remember to keep your card safe at all times.

To find out more, visit our banking in person page.

Business FAQs

As an agricultural specialist, we understand it is critical to provide you with dedicated and practical support to manage your business through uncertainty over an extended period. From repayment deferrals to fee waivers, we have a range of options available to you if you need financial assistance for your business during this uncertain time.

Visit our Assistance measures page for details.

The banking industry has been working with the Australian Banking Association and Government to develop a common approach to hardship assistance for small businesses, including farming businesses, financially affected by COVID-19. As an agricultural specialist, we understand it is critical to provide you with dedicated and practical support to manage your business through uncertainty over an extended period.

In March, the Small Business Relief Package was made available to customers. This package included the opportunity to defer loan repayments for up to six months on term loan, overdraft and equipment finance facilities. During this deferment, account management fees are also waived.

Rural Bank will fast track processing of COVID-19 assistance packages, to ensure you receive support as soon as possible

Under the next phase of support, unveiled on 8 July 2020, customers who are still financially impacted by COVID-19, may be eligible for a further deferral period of up to four months.

Customers who can restart paying their loans will be required to do so at the end of the agreed deferral period. 

All agribusiness customers who are reaching the end of their existing deferral period and are still financially impacted by COVID-19 may be eligible for a further deferral period of up to four months.

If you have an existing deferral arrangement, we’ll contact you to discuss your circumstances near the end of your initial repayment deferral period.

You may be eligible for an additional four months relief. We’ll contact you to discuss your circumstances near the end of your six-month repayment relief period.

Visiting our branches

Special notice for Victorian branches

Due to stage three restrictions across regional Victoria, all Rural Bank staff are  operating remotely.

While this will result in the closure of Rural Bank’s five regional Victorian offices in Shepparton, Swan Hill, Horsham, Warrnambool and Sale, all transactional services will continue to be facilitated at Bendigo Bank branches across the state.

Rural Bank staff will remain accessible to customers via phone, video phone applications - such as Facetime - Bendigo Bank branch appointments or outdoors, on farm.

Rural Bank’s products and services are accessible at more than 400 locations nationally, through a network of banking partners including Bendigo Bank, Community Bank and Elders branches, along with more than 200 lending specialists based in rural and regional centres across the country.

Face coverings must be worn by all customers and staff when visiting one of our banking partners in Victoria, unless they fall within one of the published exemptions. This condition meets Victorian Government requirements.

The following applies to all states, including Victoria

As an essential service, our offices remain open, as do Bendigo Bank and Elders branches. However, where possible, please use ATMs, Internet Banking, the Rural Bank app or Phone Banking services.

The safety of our customers and our staff is our number one priority, so we are taking precautionary measures. When you visit our sites, we ask that you please do not enter our branch if:

  • You have returned from overseas within the last 14 days;
  • You have knowingly been in contact with someone who has been diagnosed with Coronavirus (COVID-19) or has returned from overseas within the last 14 days; or
  • You are displaying flu-like symptoms.

Should you require assistance with your banking, contact our customer service team on 1300 660 115.

If you have any health concerns or think you may have been exposed to Coronavirus (COVID-19), we urge you to contact your doctor immediately to arrange an appointment or contact the Coronavirus Health Information Line on 1800 020 080 (24 hours a day, seven days a week).

The health, safety and wellbeing of our customers, staff and community is very important and we thank you for your cooperation. Further information and key contacts for wider support and assistance measures can be found in our supports contact document.

Information about COVID-19

For information on how to keep yourself safe online visit Stay Smart Online website.

If you think you've been scammed, call us on 1300 660 115 immediately.

Get in touch

Call our customer service team
Contact your local Relationship Manager
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Rural Bank - A Division of Bendigo and Adelaide Bank Limited
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