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What is Internet Banking? How do I register for Internet Banking? Can I use a Four-digit PIN for Internet Banking? Can I use the same password for Phone and Internet Banking? Can I allow other people to access my accounts via Internet Banking? Can I download an app for Internet Banking? What mobile devices can I use for Internet Banking? I have the Rural Bank App on my mobile/tablet device. How do I access any updates to the app? How do I know what Rural Bank App version I have? Who do I contact if I have any questions or comments regarding the Internet Banking Service?
Can I open new accounts using Internet Banking? Can I close accounts using Internet Banking? Can I hide the account graphs and charts on the Accounts page of Internet Banking? Is there a maximum number of transactions that will be presented on the Account graphs? Am I able to download my transactions? Can I cancel or edit an upcoming transaction? When using the Rural Bank App, how do I enable the Quick Balances feature? When using the Rural Bank App, can I change which accounts are linked to the Quick Balances feature? How often are my account details updated? Can I print Internet Banking information?
How do I set up my Four-digit PIN in the Rural Bank App? Can I use more than one device to access my Four-digit PIN? When using the Rural Bank App, how do I remove a device from my Four-digit PIN enabled devices list? What do I do if I forget my four-digit PIN with the Rural Bank App? What do I do if I forget my access ID and PIN? How do I change my Rural Bank logon PIN?
Bulk payments Can I send a payment overseas? Are there any accounts that I can't transfer funds from?
How secure is Rural Bank Internet Banking? What do I do if my mobile phone is lost, stolen, broken or replaced?
Quick link to order or activate a token Sharing payees Improved print-friendly account history printing Quicker BPAY® payments Request to cancel a cheque Instant account history Available funds at a glance Transaction download Make a payment Name your own accounts Improved receipt printing What is the 'Secure Mail' service? What is the 'Payments' feature? What is the Bill Payment (BPAY) service? What is the 'Authorisations' feature?
What is a security token? Why do I need a security token? Can I have an e-token as well as a One-touch physical token? Can I share my token? Which services can I activate my security token for? How do I arrange a free e-token? What devices are compatible with the e-token? I've just got an e-token - what do I do with my old physical token? How do I use an e-token on a PC/Desktop? Is an e-token secure? Will an e-token use my phone data? What do I do if I have a new phone? How do I purchase a One-touch physical security token? Will I receive a tax invoice when I purchase a One-touch physical security token? What should I do if I lose my One-touch physical token? What do I do if my security token is not working?
What are e-statements? Do I need to register for e-statements? How often will e-statements be provided? How can I access my e-statements? How can I access e-statements and turn off paper? Who can access the “Statements” link on Internet Banking? What options are available for receiving my statements? How do I ‘opt out’ of (switch off) paper statements? Can I go back to receiving paper statements? Will the delivery of paper statements be impacted by the introduction of e-statements? Can I view a previous statement? Can I view and save an e-statement? How do I view or change the email address(es) where notifications are sent? Will an e-statement be produced for a closed account? Who do I contact if I have a query regarding e-statements?
Data feeds and accounting packages
Can one PayID be linked to more than one account? Can I have multiple PayIDs? What is the maximum daily limit for OSKO fast payments? What if my daily limit is less than $30,000? What if I need to transfer more than $30,000 in one day? Can a PayID be used to make or receive overseas payments? Is PayID secure? What happens if I lock my PayID? Do you have to be registered for Internet Banking to create a PayID? What happens if the PayID I want to use is already registered by someone else? What should I do if I don’t receive the six digit verification code when creating a PayID? What happens if I lose my mobile phone and that number was also my PayID?
Affordable banking Closing your accounts Deceased estate Disputing a card transaction
What is financial abuse? Who to contact Additional assistance* Frequently asked questions
Are you experiencing financial hardship?
What are my assistance options? What is the application process? How will we tell you about our decision? What happens if my application is declined? What if I am not satisfied with the outcome of the assessment? Other useful resources
Who is Rural Bank? Is Rural Bank still owned by Elders? How safe is Rural Bank? Is Rural Bank only for farmers? How do I apply? How much can I borrow? How do I change my personal contact details? How do I find out my account details? How do I close an account? How do I find a Branch/ATM? How do I request a statement? What is Rural Bank's BSB? What security measures has Rural Bank put in place to protect my data?
Health and wellbeing
Who will I be dealing with? Can I have access to a dedicated relationship manager? Can I choose my relationship manager? Do relationship managers promote solutions from multiple banks? Will my local relationship manager visit my property? Does Rural Bank have branches? How do I complete my day to day banking?
What is a direct debit? What is a recurring payment? On which accounts can I set up regular payments? How do I cancel a direct debit on my bank account? How do I cancel a recurring payment on my credit or debit card? Is there an easy way to keep track of my direct debits and other recurring payments? What happens to my recurring payments when I get a new card?
How we protect you How to protect yourself Debit card security Safe shopping online with Verified by Visa Fraud and scams For more security information Card disputes
Step 1: Apply to open your new Rural Bank account Step 2: Identify your regular payments to and from your old account Step 3: Re-establish the regular payments on the new account Step 4: Close your old account
What disaster assistance measures are available to customers? What hardship assistance options are there for Rural Bank clients? Are 'hardship' specialists only based in capital cities? Where else can I get face-to-face assistance? What other resources are available? What is involved in considering my financial hardship claim? What happens if the Bank doesn't support my claim? When will the Bank take legal action? What can I do if I am not happy with the Bank's decision?

What can I do if I am not happy with the Bank's decision?

If you are not satisfied with the response provided, you have the option of referring the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of the progress and provide you with a response.

The Customer Advocate can be contacted by:

Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: 03 9613 6399
Email: info@afca.org.au
www.afca.org.au

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Topics

Internet Banking

Affordable banking

Closing your accounts

Deceased estate

Disputing a card transaction

Financial abuse

Financial difficulty assistance

General

Hardship and disaster assistance

Health and wellbeing

Our network

Regular payments

Security

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