eStatements Frequently Asked Questions
Will my eStatement look the same as the paper statement I receive in the mail?
Yes, the PDF eStatement will look the same as your paper statement and it’s legally acceptable. Even for record keeping purposes, you can save and print your eStatements in the same format as a paper statement.
What happens if I don’t receive an email notification?
If you don’t receive an email notification, we’ll send a message to your Westpac Online Banking Message Centre. Credit card accounts will also be sent a letter in the mail (although this letter won’t include a statement).
If an email notification delivery fails 3 times in a row, we’ll mark you email address as obsolete and send a message to let you know to your online banking message centre. Credit card accounts will automatically be switched back to paper statements. We’ll send you a letter in the mail to let you know about this change to your credit card statement.
How do I switch to eStatements?
- Sign into Westpac Online
- Click on “manage your accounts” and select “change statement options”
- Enter your email address (if you haven’t already done so) by selecting the “add email address” link
- Click “confirm”.
Can I go back to receiving paper statements?
Yes, you can return to receiving paper statements anytime. You can do this online, at your local branch or through our Online Banking Service Centre by calling 1300 655 505.
Follow these steps to change back to paper statements online:
- Sign into Westpac Online
- Click on “manage your accounts” and select “change statement options”
- Select the paper statement option for the required accounts
- Click “confirm”.
Can I still view eStatements after an account has been closed?
When an account is closed it’s no longer accessible online, so you won’t be able to view your past eStatements. Prior to closing your account, make sure you print any eStatements you may require.
I have a joint account – can I receive eStatements?
Yes you can. Joint account holders can independently choose to view eStatements and in some instances you might receive a paper statement as well, to ensure that all account holders have access to a statement.
Can I stop receiving paper statements for joint accounts?
Yes you can – any joint account holder can choose to stop receiving paper statements, consent isn’t needed from each joint account holder. However, for credit card accounts, only the primary cardholder can choose to stop receiving paper statements.
Do I need to let Westpac know if I change my email address?
Yes, it’s important to keep your email address current to ensure we can notify you when your eStatements are available.
Do I need to let Westpac know if I change my postal address?
Yes, from time to time we may need to contact you by mail.
Are there any security issues I need to be aware of?
Make sure you always keep your Westpac Internet Banking password secure. You also need to make sure you close all windows that you’ve opened to display your eStatements in order to protect your account information.
Can I access someone else’s eStatements?
No, only account holders can access eStatements. However, if a joint account holder is added to an eligible account, they can then access eStatements for the account for a period before they became a joint account holder.
Can I save my eStatements?
Yes, you can save any of your eStatements as a PDF issued from September 2009 to your computer.
Can I print my eStatements?
Yes, you can print your eStatements in Internet Banking. All statements from September 2009 can be printed in PDF format as a replica of your paper statement.
