Coronavirus support
The effect of COVID-19 (coronavirus) has impacted the lives of all Australians and the global economy. 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.
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.
Jump to:
- Assistance measures
- FAQs
- Contact us
- Financial difficulty assistance
Assistance measures
Rural Bank offers a range of assistance measures for our customers who are impacted by COVID-19.
We understand the financial affect these events could have on you, that’s why we have a plan in place to help you out.
Each of these measures will be implemented in consultation with your Rural Bank Relationship Manager, and taking into account your individual circumstances. If you require or believe you will require assistance, please contact your local Rural Bank representative when you are able to discuss the range of assistance measures that you may be able to access.
We have also compiled a list of organisations providing support for mental health and wellbeing. Download our support contacts list.
Lending accounts
You may apply for the following assistance from Rural Bank:
- defer principal payments of your agribusiness term loans for three months;
- waive the establishment fee for restructuring agribusiness
- defer annual or limit reviews by up to three months.
These measures will be assessed by Rural Bank on a case-by-case basis and made available where we believe you can meet changes to your financial arrangements without incurring further financial difficulty. Where applicable, any external costs, such as registration for new security, will continue to apply.
Deposit accounts
You may apply to Rural Bank to waive break costs for early withdrawal of funds from your Term Deposit or Fixed Rate Farm Management Deposit (FMD) by completing a Financial Hardship Declaration Form.
Please note: early withdrawal of fixed rate FMD funds may have taxation implications – you should consult your financial adviser. Banking staff at your local branch can assist with this request or you can call Rural Bank direct on 1300 660 115 or email service@ruralbank.com.au.
Banking Support
Your local Rural Bank representative will be able to assist with your enquiries.
If you are unable to leave or access your property due to the emergency event, please call your local Rural Bank representative as most things can be arranged over the phone.
Internet and Phone Banking services will operate as normal. Scheduled payments to and from your accounts will proceed as usual unless you advise us otherwise.
If you are unable to make contact, or you are unsure of who to call, please phone the Rural Bank Customer Service Centre on 1300 660 115 or email service@ruralbank.com.au.
Rural Bank is conscious of supporting all impacted clients at this time and will assess each applicant on an individual basis to maintain proper banking standards and importantly ensure that customers do not continue to be adversely impacted by this situation. If you wish to discuss the options available to you please contact us.
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 Financial difficulty assistance 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 Financial difficulty assistance 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
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 the latest health information visit the Department of Health Website and stay up to date on official information with the Coronavirus Australia app.
- For the latest travel information visit the Australian Border Force or Home Affairs website.
- For Australian Government’s Economic Response visit the Treasury website.
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.
