Terms and Conditions
Online Banking Terms and Conditions
Effective as at 18 September 2016
These Terms and Conditions apply to your access and use of Westpac Live.
This document sets out the Terms and Conditions for Westpac Live, our new online, mobile and tablet banking service (“Online Banking”). Online Banking is a service that lets you check information about Accounts, and tell us to perform transactions using those Accounts. However, the operation of each of those Accounts including banking services on the Accounts is controlled by the terms and conditions we give you for that Account (or in the case of another person's Account that you are authorised to access, controlled by the terms and conditions which we give to that other person).
For individual customers, you can manage the Accounts in your own Online Banking and can authorise Users to access the Accounts by creating a Personal Network.
If you are an organisation, you will register for Online Banking for business, and may add several Accounts held by different legal entities to your Business Network. The authorised Administrators will manage your Business Network including authorising Users to access the Accounts.
Please read this document carefully. Your access and use of Online Banking signifies your acceptance to be bound by these Terms and Conditions.
The information in this document is subject to change. We may vary these Terms and Conditions and we will provide updated information by giving you notice (if required) or by posting the information on our website, as described in Part 3. You can get a paper copy of any updated information without charge by contacting us.
A guide to reading this document
If you intend to authorise Users to access the Accounts in your Online Banking, or you are authorised to access someone else’s Online Banking service, Part 2 of these Terms and Conditions sets out some additional terms and conditions that will apply.
There are words used in these Terms and Conditions that have special meanings, which can be found at the end of this document in the section “Meaning of Words” in Part 3.
If you need to know more, please ask
If there's anything in this document that you'd like to clarify or know more about, simply contact us by:
- calling Telephone Banking 132 032 or (+61 2) 9293 9270 from overseas
- visiting our website www.westpac.com.au
- visiting any of our branches
- writing to us at GPO Box 3433, Sydney NSW 2001
- sending an email to email@example.com
To report suspected unauthorised access or a security breach to your Online Banking or Access codes, or to request your Online Banking to be reactivated please call our contact centre on 1300 655 505 or (+61 2) 9293 9270 from overseas (24 hours, 7 days a week).
The banking products and services set out in this document are provided to you by:
Westpac Banking Corporation ABN 33 007 457 141
275 Kent St, Sydney NSW 2000
Australian financial services licence number 233714
Pointing you in the right direction
We would like to help point you towards choosing the accounts that best suit your needs from the very beginning, and then using them in the most efficient manner - so you can get maximum value from your relationship with us. That's why we've introduced our Terms and Conditions document in an online form which can also be viewed or printed as a PDF document:
PART 1 - Features, fees and terms and conditions
SECTION A - Features and benefits of Online Banking and BPAY®
We want to make all the details about your banking clear and easy to understand. This document gives you the information you need to use Online Banking in the right way, so you can get the best value and keep bank fees to a minimum.
You can use Online Banking to access a range of banking services including:
Get a better picture of your banking
- See all Accounts on one screen instantly
- Check Account balances and details of transactions available through Online Banking
- View and export up to 3 years’ transaction history
- View and print eligible account statements for up to the last 7 years
- Create a ‘nickname’ for Accounts, bills or payments
- View balances of External Accounts
- Receive alerts about the status of transactions, the progress of loan applications, due dates for BPAY bills and other important banking events
- Choose between eStatements and paper statements
- View your Scheduled payments
- View account information
- Import files
- Export payment files
- Transfer funds between Westpac Accounts
- Make a payment to an account at Westpac or other Australian financial institutions
- Make a payment to an Australian mobile phone number
- Make International Payments to accounts held at overseas banks
- Pay a tax bill to the Australian Taxation Office
- Schedule payments up to 24 months in advance
- Set up Recurring payments
- Make a payment from a Foreign Currency Account (balances shown with indicative rates)
- Make Same day – RTGS payments to accounts held at eligible Australian financial institutions
- Create and manage a list of payees and billers
- Make Payments to your Global Currency Card
- Pay bills using BPAY
- Schedule the payment of bills up to 24 months in advance
- View bills and statements online using BPAY View®
- Apply for selected Westpac accounts online
Services and preferences
- Manage contact details
- Create and receive alerts and messages
- Advise us that you are going overseas
- Trace a transaction
- Stop a cheque or cheque book
- Manage Daily Payment Limits
- Manage Business Daily Limits
- Nominate Administrators to manage a Network
- Lock a card temporarily
- Activate your card set and change your card PIN
- Reissue or report a card lost or stolen
- Change your personal card cash withdrawal limit
- Increase or decrease your credit card limit
- Add an additional card holder
- Transfer your card balance or switch your card type
- Set up and manage SmartPlan repayments for eligible Westpac credit cards
- Set up and manage your Card Autopay facility
- Manage your Term Deposit
- Request a home loan top up
Share an Account
- Share access to an Account through Online Banking
- Access authorised third party Accounts
Your access to Online Banking services is dependent upon the access to the Accounts you are granted by the owner of the Online Banking service, including the Administrators on their behalf, and Westpac.
Not all Online Banking services are available for all Accounts - see the Terms and Conditions applicable to the Account for more information. For information about services you can initiate through Online Banking on selected Accounts (for example to request a cheque to be stopped on an Account), please refer to the relevant Account Terms and Conditions.
Online Banking has been tailored to access via your mobile phone and tablet device through Mobile Banking and Tablet Banking. Some features of Online Banking are not available in Mobile Banking or in Tablet Banking.
SECTION B - Fees and charges for Online Banking and BPAY
There are no establishment or ongoing fees for accessing Online Banking. However fees and charges apply for the processing of some payments and may apply for the use of some Security devices, for services to which the ePayments Code does not apply.
Online Banking customers will be charged the below fees at the time of processing their transaction either to the nominated billing account or an Account chosen at the time of requesting or approving the transaction.
Each Westpac Account has a separate fee structure, and fees and charges in addition to the below fees may be payable. Please refer to the Account Terms and Conditions for more details.
|International payments||International Payment||$20.00 per payment|
|International Payment cancellation (applies when Payment is returned by overseas financial institution as described in the International Payments section||$25.00 per returned payment|
|LitePay International||Up to $10 per payment. The applicable fee depends on the destination country and is specified in the LitePay International Service Information document available on www.westpac.com.au|
|Request to investigate non-receipt of LitePay International||$25 per request|
|Bank cheque||$5.00 per cheque|
|Voucher and cheque imaging||$5.00 per image retrieved Note: The image is available to view for 24 hours from the time it is first retrieved|
|Imported Payment files Payment template||Nil|
|Stop individual cheque||$12.00 per cheque charged to the Westpac Account|
|Request to trace a transaction||$35.00 per request|
Fees applicable to Online Banking for business (unless you, as an individual customer request and Westpac agrees to add any of these services or payment methods to your Online Banking.)
|Same day – RTGS payment||$20.00 per transaction|
|Imported Payment files Payment template||Nil Manually created payments using File import or Payments created from a template may incur fees based on the Terms and Conditions of the Direct Entry facility used.|
|Additional Token||First 3 Tokens issued to an organisation are free $5.50 per month (or part thereof) for each additional Token|
|Replacing a lost or stolen Token||$25.00 per Token|
Note 1: Excess transaction fees may apply when you exceed any monthly withdrawal allowance that applies to your Westpac Account. Please refer to the Account Terms and Conditions for more detail.
Note 2: Online Banking for business customers must nominate a billing account for fees to be charged monthly no later than the first Business Day of the next month.
SECTION C - Online Banking Terms and Conditions
1 Your use of Online Banking is to be in accordance with these Terms and Conditions.
2 These Terms and Conditions are separate from and do not affect the Terms and Conditions applicable to any Account or Direct Entry facility accessed by Online Banking.
3. Getting started
3.1 You, as the owner of an Online Banking service must register to establish an Online Banking service in your name.
3.2 If you are an individual, you can register by visiting any of our branches or by calling our contact centre, going to www.westpac.com.au or downloading the Mobile or Tablet Banking application. We will provide you instructions on how to complete your registration and activate Online Banking. If we automatically register you for Online Banking we’ll give you notice.
3.3 If you are an organisation, you can register by going to www.westpac.com.au and visiting any of our branches.
3.4 To sign in to Online Banking for the first time, you will need a Customer number and a Password.
User set up
3.5 You, as the owner of the Online Banking service or an Administrator on your behalf can register Users to access Accounts and open certain Accounts (which includes accepting the terms and conditions on your behalf) within your Network through User administration or by contacting us. We will assign each User a Customer number and a Password if they don’t already have one. Part 2 of these Terms and Conditions describes the access Users may be assigned to the Accounts in a Network by you or the Administrators on your behalf.
3.6 When setting up a new User the process for delivering the Customer number and Password to the User must be nominated. For existing Online Banking Users, the User will be able to access the Network by signing in to Online Banking in the usual way and then selecting the Online Banking service from the Profile list in Online Banking .
First sign in
3.7 When you sign into Online Banking for the first time you’ll be required to change the Password we provide you. For your security, we recommend that you choose a Password for Online Banking that is unrelated to any of your other Westpac passwords, such as your card PIN. Section D – Security and liability describes how you can protect your Access codes from unauthorised access.
3.8 We may ask for additional personal information (including your email address and mobile phone number) to facilitate your use of Online Banking including asking you to register for Westpac Protect SMS Code to approve transactions. We will handle your personal information as set out in Privacy section in Part 3.
3.9 You and any User authorised to administer your Network or approve payments in Online Banking must have satisfied Westpac's identification requirements. You can find Westpac's identification requirements on westpac.com.au
3.10 Online Banking is a browser-based service which means you don't need any software other than a compatible browser. For more information on compatible browsers, please go to www.westpac.com.au.
3.11 Mobile Banking offers a browser based service (for compatible browsers) and also a mobile application based service for approved Mobile devices. For more information on supported operating systems for Mobile devices, please go to www.westpac.com.au
3.12 It’s your responsibility to ensure any electronic equipment required to use Online Banking is available to you, working properly, and that you know how to use it to access Online Banking.
3.13 You must take all reasonable steps to protect the security of your electronic equipment, including ensuring that it doesn’t have any viruses or any form of program or mechanism capable of recording your Access codes.
3.14 The owner of a Network may share a joint account within their Network once all Account holders have signed the Joint Account On-share Authority and we have approved the request.
3.15 The method of operation of the Account (e.g. two to sign) will apply in Online Banking for all payments other than those created via a Direct Entry facility. For payments created via a Direct Entry facility, only one approval will be required. Each Account Holder authorises us to process payments from a Joint Account created via a Direct Entry facility without reference to the method of operation of the Account.
3.16 An Account with a method of operation of two or more to sign will be added to Online Banking with access limited to view Account information, unless the Account holder authorises and we approve the request for the Account to be shared in a Network.
3.17 The Account will be visible in Online Banking to the Users granted access to the Account by you or the Administrators. To transact on the Account you or the Administrators must grant access to at least the equivalent number of Users as the number to sign on the Account. Any transaction created in Online Banking will need to be approved through the approval work flow process for the Network. The work flow process is described in Part 2.
3.18 In a Business Network the organisation has the ability to appoint a User that can self approve transactions in Online Banking. Part 2 describes how a Senior Approver can be appointed.
Note: The authorised sharing of an Account through Online Banking does not authorise you or the Users to operate an Account outside of Online Banking.
Third party Accounts
3.19 The Account holder of an Account which is not held in the same name as the Online Banking service can authorise the Account be added to your Online Banking by completing a Third Party Access Authority form.
3.20 The Account holder nominates the highest level of access to the Account that a User can be granted access to the Account in Online Banking. The access can be limited to view information on the Account, known as non-value access or value access, which allows you or any User authorised to approve payments on the Account by the Administrators, to transact or provide instructions for the Account in accordance with the method of operation on the Account. The approval work flow process is as described in clause 3.15 above and in Part 2.
4. Our authority
4.1. You authorise us to allow any transaction or act on any instructions received on an Account for which the correct Access codes have been provided, including access by Users where appropriate.
4.2. You acknowledge that subject to the sections on liability below, you’ll be liable for any misuse of Online Banking including transactions on the Accounts or any failure by a User to observe these Terms and Conditions.
4.3. You acknowledge that, in addition to your own use of Online Banking a User's access to the Accounts may also incur fees and charges which you’ll be required to pay to us.
5.1 You may use Online Banking to make payments through a range of payment methods. You need to be aware that any User authorised to approve payments on the Account(s) in Online Banking will also be able to make payments from the Account(s) in accordance with the access to the Account.
5.2 You and any User are solely responsible for providing correct payment details including amount and payee details. We have no liability to you or any User for any payment made in accordance with details provided by you or the User. In processing a Payment to another financial institution we verify that only the BSB is valid to accept Payments. For Payments to Westpac accounts we verify that the BSB and account number are valid. However for all Payments to any financial institution we do not verify that the account number matches the account name.
5.3 By using the Transfer Funds option in Online Banking, you may transfer funds between the eligible Westpac Accounts that are accessible through Online Banking. The Account balances and transactions lists will be updated straight away, except credit cards and transfers to a foreign currency Account made after the payment cut-off time, where the transactions list will not update until the following Business Day.
5.4 Transfers from a credit card to any other Account will be treated as a cash advance and will attract the standard cash advance fee and interest charges (refer to the relevant credit card conditions of use for details).
Transfers from a Corporate Card, Purchasing Card, Virtual Purchasing Card or Employee Benefits Card are not permitted via Online Banking. To make a Transfer Funds payment from these facilities or to effect a reversal of a Transfer Funds made to these facilities, the card Principal must contact their Westpac representative.
5.5 You may also transfer funds to your BT Super for Life superannuation account, and the transfer will have effect from the day of the transfer (if done before the cut-off time shown in the Help centre). However, transfers to this account may take up to 5 Banking Days to appear on your BT Super for Life account transaction list. Funds Transfers from eligible accounts to BT Invest and BT Panorama accounts will take up to 3 Banking Days to appear and be available in these accounts.
5.6 Pay Anyone is a transfer of funds from an Account to any other account which is not held in the same name(s). Payment may be made to other Westpac Accounts, or to any valid account at another Australian financial institution which accepts such a Payment.
5.7 If there are insufficient cleared funds in the Account at the time you tell us to make a Payment (including the time for a Scheduled payment you have arranged), we may:
- decline to make the Payment, or
- use our discretion to honour the Payment.
In either case (in accordance with the terms and conditions of the Account) we may charge a fee to the Account. For details of the applicable charges refer to the terms and conditions for the Account from which you’re making a Payment.
Same day – RTGS
5.8 You may have the option to make a payment to a Pay Anyone payee using RTGS (real time gross settlement) which is a centralised payment system used in Australia for the same day settlement of Australian dollars transactions. In order to make a payment you’ll need to be registered for a Security device.
5.9 The payment must be fully approved before the cut off time on a Banking Day to be settled with the Australian financial institution of the payee’s account by close of business on the same Banking Day. Refer to the Help centre for the cut off time.
5.10 There is a maximum daily limit for Same day – RTGS payments that a User can approve. This limit appears in the Same day- RTGS payments section in the Help centre.
Pay to Mobile
5.11 Pay to Mobile is a way of making a Pay Anyone Payment. Pay to Mobile is a service that allows Westpac customers to make Payments to third parties (Pay to Mobile Payees) by giving us that party’s Australian mobile phone number. Mobile or online Payments may be made to an Australian mobile phone number rather than to a Westpac Account or an account at another Australian financial institution. When you register for Pay to Mobile, you can also receive Pay to Mobile Payments as set out in this section. To be eligible for Pay to Mobile, your Mobile phone has to be registered for Westpac Protect SMS Code service and you have to have an eligible Account.
If you are also a St.George Banking Group customer, you are unable to register for the St.George Banking Group Pay to Mobile service with the same Mobile phone number used to register for the Pay to Mobile service.
To make Payments
5.12 You agree to advise the Pay to Mobile Payee that you have provided us with their Australian mobile phone number for the purpose of the Pay to Mobile Payment.
5.13 For Pay to Mobile Payees who are:
Westpac customers not registered for the Pay to Mobile service;
St.George Banking Group customers not registered for the St.George Banking Group Pay to Mobile service; or
customers of another Australian financial institution:
(a) Following an instruction from you that you wish to make a Pay to Mobile Payment, we will allocate a Payment Code to you. You must notify the Pay to Mobile Payee that a Pay to Mobile Payment is available for them to claim by using the Payment Code (which must be used in conjunction with their Australian mobile phone number the Payment was made to). You are solely responsible for notifying the Pay to Mobile Payee of this information and we are not liable for any failure or delay in the Pay to Mobile Payee receiving this information.
(b) You must provide the Payment Code to the Pay to Mobile Payee only. You must not allow any other person to see, or overhear you providing the Payment Code. You must not record the Payment Code anywhere that is liable to loss, theft or abuse. If the Payment Code is known to any other person, that person may be able to claim the Pay to Mobile Payment and we are not liable for any loss or damage you or any person suffer.
(c) The Pay to Mobile Payee must claim the Pay to Mobile Payment from www.westpac.com.au/collectpayment by entering:
- their Australian mobile phone number the Payment was made to;
- the Payment Code; and
- the details of their eligible Australian bank account for the funds to be paid to.
If this information is entered incorrectly, their claim of the Payment may be unsuccessful.
(d) The Pay to Mobile Payee must successfully claim the Pay to Mobile Payment by midnight Sydney time on the third calendar day following the day on which the Payment Code is allocated. If the Pay to Mobile Payee does not successfully claim the Payment within this time, the Payment Code will expire, the funds will be returned to the Account the funds were debited from, and the Pay to Mobile Payee will not be able to claim Payment.
5.14 For Pay to Mobile Payees who are Westpac customers registered for the Pay to Mobile service and have an eligible Account and St.George Banking Group customers registered for the St.George Banking Group Pay to Mobile service and have an eligible Account, Pay to Mobile Payments will be processed directly to their nominated account without further information or action required by you or by them. You cannot delete or cancel a Payment made to these Pay to Mobile Payees.
5.15 Pay to Mobile Payments will be debited from your Account at the time you instruct the Pay to Mobile Payment. When the Pay to Mobile Payee’s account will be credited will depend on the policy and systems of their financial institution. We do not pay interest on any amount credited to your Account if the Pay to Mobile Payee does not claim the Payment or the funds are credited back to your Account for any reason.
5.16 If the Pay to Mobile Payee wishes to dispute the amount or payment of the Pay to Mobile Payment, they must contact you directly.
5.17 Your Daily Payment Limit covers Pay to Mobile Payments in general. There are also specific daily limits for making Pay to Mobile Payments to payees who are Westpac customers not registered for the service or are not Westpac customers. These daily limits form part of your Daily Payment Limit and they appear in the Pay to Mobile payments section in the Help centre.
To receive Payments
5.18 Once you have registered for Pay to Mobile, you can also receive Pay to Mobile Payments directly to the Westpac account nominated for Pay to Mobile. Pay to Mobile payments will be paid to your Australian Mobile phone number registered for the Westpac Protect SMS Code service and processed directly to the Account you have nominated without further information or action being required by you. You agree that the payer will be aware that you are a Westpac customer. Where a Pay to Mobile Payee is not registered for Pay to Mobile, payment receipt will occur as described in clause 5.13 above.
6. International Payments
Standard International Payments
6.1 In order to make an International Payment you’ll need to be registered for a Security device.
6.2 International Payments will usually be available to the recipient within 2 Banking Days of us processing your Payment. However, we can’t guarantee this, and in some circumstances it may take longer.
6.3 The services of other financial institutions may be used to carry out an International Payment. The other financial institutions involved in carrying out an International Payment (such as the recipient’s financial institution or any intermediary financial institution, where we do not have a direct relationship with that institution) may impose fees and charges. Any overseas financial institution handling charges will be borne by the recipient of the International Payment and deducted from the payment amount. We don’t have any control over the fees that these institutions might charge, or what the fee may be.
6.4 An International Payment may be made in Australian dollars or a foreign currency. If you ask us to transfer an amount in a foreign currency, we’ll convert the Payment amount from Australian dollars using the retail exchange rate we make available for the foreign currency on that day. When you make an International Payment in a foreign currency you’ll receive a confirmation of the Payment at the rate you purchased.
6.5 If an International Payment is returned by an overseas financial institution, we’ll credit your Account with the Australian dollar equivalent of the amount received, at our prevailing buying rate of exchange for that currency on the date we credit your Account.
6.6 There is a maximum daily limit for International Payments that a User can approve. This limit appears in the International Payments section in the Help centre.
6.7 If the payment is less than the Foreign Currency Rate Sheet Limit, you may be told the indicative foreign exchange rate for the payment date and can approve the payment on this basis. A higher or lower rate may apply to the actual payment.
6.8 If you request us to make a payment in a different currency to the drawing Account for a value of more than Foreign Currency Rate Sheet Limit, or we advise you at the time of creating the payment, you must fully approve on the payment date. By approving the transaction you accept the rate derived by us from current foreign exchange rates. We will enter into foreign exchange contracts on the foreign exchange market to lock in that rate.
6.9 If an International Payment does not proceed for any reason, or you amend or alter any of the details of that payment, we will need to cancel the underlying foreign exchange contracts. As part of the cancellation process, it may sometimes be necessary to ‘unwind’ the underlying foreign exchange contracts used to lock in your International Payment rate. This will result in your International Payment being cancelled. A different or new rate will also be used in the cancellation process. Depending on market movements in the relevant foreign exchange rates, there could be a cost or gain arising as a result of cancellation. We will pass on to you any such cost or gain.
6.10 The foreign exchange rate applicable to scheduled International Payment (including Recurring payments) will be determined on the payment date.
6.11 If the value of a scheduled International Payment (including Recurring payments) is greater than the Foreign Currency Rate Sheet Limit, if the International Payment is created in a personal or business network, or if we advise you at the time of creating the payment; the International Payment must be fully approved on the payment date. Such approval may not be possible if the payment date is not a Banking Day.
6.12 You should check your payments list to confirm that a scheduled International Payment (including a Recurring payment) has been processed. A rejected International Payment will need to be resubmitted for approval and processing.
6.13 Clauses 6.1 - 6.12 of these terms and conditions do not apply to LitePay International.
LitePay International Payments
6.14 Clauses 6.14 to 6.23 of these terms and conditions apply only to LitePay International Payments.
6.15 LitePay International payments can only be made from Westpac consumer deposit accounts to foreign accounts in eligible destination countries. The eligible destination countries are outlined in LitePay International Service Information document available on www.westpac.com.au.
6.16 In order to make a LitePay International Payment, the Westpac consumer deposit account must have sufficient funds to cover the payment.
6.17 There is no limit on the number of LitePay International Payments you can make each day; however, the daily aggregate value of all LitePay International Payments must not exceed $3,000 (AUD).
6.18 Each LitePay International payment is subject to the LitePay International fee. Once the transfer is processed, we will debit the fee from your nominated account. The fee will not be refunded if the payment is rejected or otherwise not received by the recipient. The LitePay International fee will appear on your Account statement as an Overseas Telegraphic Transfer fee.
6.19 To make a LitePay International Payment you'll need to be registered for a Security device.
6.20 LitePay International Payments made through the service are processed as payments via Online Banking. LitePay International Payments will usually be available to the recipient within 2 Banking Days of us processing your Payment. However, we can't guarantee this, and in some circumstances it may take longer.
6.21 The services of other financial institutions may be used to process a LitePay International Payment. The other financial institutions involved in processing a LitePay International Payment (such as the recipient's financial institution or any intermediary financial institution, where we do not have a direct relationship with that institution) may impose fees and charges. Any overseas financial institution handling charges will be borne by the recipient of the LitePay International Payment and deducted from the payment amount, even if the payment is rejected or otherwise not received by the recipient. We don't have any control over the fees that these institutions might charge, or what the fee may be.
6.22 LitePay International payments will be converted to the applicable foreign currency, using the foreign exchange rate quoted to you at the time of making the payment.
6.23 If a LitePay International Payment is returned by an overseas financial institution, we'll credit your Account with the Australian dollar equivalent of the amount received, at our prevailing buying rate of exchange for that currency on the date we credit your Account. This amount may be different to the amount submitted for payment.
7 Payment times
7.1 Payment instructions received after a cut-off time may not be processed until the next Business or Banking Day depending on the payment method. This may be the case even if Online Banking shows a change in Account balances resulting from the instruction given. Different cut-off times apply to different payment methods. Cut off times for BPAY payments are set out in Section E, clause 3.10. For other cut off times refer to the Help centre.
7.2 We may vary cut-off times at any time. We’ll advise you of permanent or long term variations to cut-off times. If we need to make temporary changes we may not give advance notice.
7.3 If you tell us to make an Online Banking transaction or payment before the applicable cut-off time, in most cases it’ll be treated as having been made on the same day. However, we may choose to process a transaction or payment on a day after the cut-off time for that day. (The date on which a BPAY payment is effective is worked out in accordance with Section E.)
7.4 We will endeavour to process all instructions initiated through Online Banking promptly but there may be delays that are caused by factors beyond our control. If you should reasonably be aware that there are technical problems affecting an instruction, our liability is limited to correcting any errors and refunding any fees that we have charged you.
Anti-Money Laundering and Counter-Terrorism Financing Obligations
7.5 Please be advised that in order for us to meet our regulatory and compliance obligations we will be increasing the levels of control and monitoring we perform. You should be aware and you agree that:
- transactions may be delayed, blocked, frozen or refused where we have reasonable grounds to believe that they breach Australian law or sanctions (or the law or sanctions of any other country). Where transactions are delayed, blocked, frozen or refused, we and our correspondents are not liable for any loss you suffer (including consequential loss) howsoever caused in connection with your use of Online Banking
- we may from time to time require additional information from you to assist us in the above compliance process; and you must provide that information
- where legally obliged to do so, we will disclose the information gathered to regulatory and/or law enforcement agencies, other banks, other members of the Westpac Group, service providers or to other third parties.
7.6 You provide us with the following undertakings and indemnify us against any potential losses arising from any breach by you of such undertakings:
- you will not initiate, engage in or effect a transaction that may be in breach of Australian law or sanctions (or the law or sanctions of any other country), and
- the underlying activity / product for which Online Banking is being provided does not breach any Australian law or sanctions (or the law or sanctions of any other country).
Scheduled payments (except Pay to Mobile and LitePay International Payments)
7.7 You can ask us to schedule a Payment up to 24 months in advance as either a one off payment or a Recurring payment.
7.8 Cleared funds must be available at least a day before a Scheduled payment is due. A Scheduled payment may not be able to be made if:
- there is an insufficient Available balance in the Account
- the Payment will exceed the daily limit for the payment method (if applicable)
- the payment will exceed your Daily Payment Limit or the Business Daily Limit
- an invalid Account is selected, or
- a User in a Network involved in the approval of a Recurring payment is no longer an Approver, no longer has access to the Account or has been removed from the Network.
Note: For individual customers, Scheduled payments and Recurring payments will not be automatically cancelled when your Online Banking service is terminated. We recommend you cancel all Scheduled payments and Recurring payments in Online Banking before you request we terminate your Online Banking
7.9 You can cancel or make a change to the amount or date of an individual payment before midnight (Sydney time) on the day before the payment date. A change to an individual Scheduled payment won’t change any other Scheduled payments to the same payee or the Recurring payment arrangement. To change the payment details for future payments in a Recurring payment arrangement, select the Payment from the Recurring payment list.
8. Daily Payment Limits
8.1 We may impose a maximum amount you may transfer from all the Accounts you can access using Online Banking per day, known as your Daily Payment Limit.
8.2 If you are an individual customer, the default Daily Payment Limit is $750 per day. You can request to change your Daily Payment Limit and we will notify you of the maximum limits available. You will need to be registered for a Security device to request to amend the limit through Online Banking. You and any Users you add to your Online Banking with make payments access to Accounts will share your Daily Payment Limit (Refer to Part 2 for User access). This is the maximum amount that can be transferred from all the Accounts in the Personal Network per day.
8.3 You’ll need to be registered for a Security device at all times to have a Daily Payment Limit above the Maximum No Device Limit. If your Daily Payment Limit is above the Maximum No Device Limit and at any time you become deregistered from a Security device, the Daily Payment Limit that applies to you will immediately be reduced to the Maximum No Device Limit.
8.4 Each User with Approver access must be assigned a Daily Payment Limit. The default limit for each User is $1,500 per day.
8.5 The Administrators can manage the Daily Payment Limit for each User with Approver access up to the maximum amount available depending on the Security device the Administrator has registered for the User. The Administrator will be notified within User administration if the Administrator requests to increase a Daily Payment Limit for a User above the maximum available limit.
8.6 We will notify you in accordance with Part 3 if there are any changes to the default Daily Payment Limits or the Maximum No Device Limit for individual customers. For details of the Daily Payment Limit assigned to each User please refer to User administration in Online Banking or you can call our contact centre.
8.7 The aggregated maximum amount across all the Accounts in a Business Network that can be approved each day is known as the Business Daily Limit. Part 2 of these Terms and Conditions describes this limit.
What payments methods does the Daily Payment Limit apply?
8.8 The Daily Payment Limit covers the following payment methods:
- Pay Anyone payments
- Same day – RTGS payments
- Pay to Mobile payments
- International Payments
- LitePay International Payments
- Requests for the issue of a bank cheque
- BPAY payment to a Restricted BPAY biller
- Direct Entry (if applicable)
- Pay Anyone payment to the Australian Taxation Office (ATO) (Business Networks only)
8.9 Unless the payment is to a Restricted BPAY biller, any BPAY payments made from an Account won’t count towards your Daily Payment Limit.
8.10 In addition to the Daily Payment Limit assigned to you, a daily limit may be applicable to certain payment methods for your security and the security of the Accounts. If the daily limit applicable to a payment method is exceeded, the payment won’t be processed on that day, whether or not you have sufficient funds available in your Daily Payment Limit.
Changes to the Daily Payment Limit
8.11 If a Daily Payment Limit is increased you should note that this increases your risk that an unauthorised person with knowledge of your Access codes may make larger withdrawals on the Account(s).
8.12 We may lower your Daily Payment Limit where no Online Banking activity has occurred for an extended period (usually of 3 months or more). This is a security feature designed to reduce the risk of unauthorised transactions occurring on the Account(s) in Online Banking. We will give you notice when we do this in accordance with Part 3. We may not give you notice if we reduce the limit to restore security to Online Banking or individual Accounts as described in Part 3.
9. Important note on Payments
9.1 We can’t verify Account Details for Payments made to non-Westpac accounts. If the receiving financial institution has an account with the Account Details you enter, the Payment will usually be completed.
9.2 If the Account Details don’t match to an account, in most cases the Payment is returned to the Account by the receiving financial institution. You won’t be notified and the payment status in Online Banking won’t change. (That is, the returned amount is treated as a separate payment to the Account, and not a reversal of your original Payment transaction.) For this reason, please be careful when making Payments to third party accounts, and check the Account activity lists regularly for any returned Payments.
9.3 If you make a Payment in error and it’s not returned automatically by the receiving financial institution, it may not be recoverable. For more information on the process for recovering a Mistaken Internet Payment refer to Section D below. For other Payment methods, refer to the Terms and Conditions for the Account.
9.4 If you have the permission to create multiple Payments, you need to carefully review the details for each Payment including the Account Details. You will be given the option to save the Payment details into a Payment template after the Payments are approved.
9.5 Under an arrangement with the Australian Taxation Office (ATO), the ATO payee details are automatically listed in the Payee list and the ATO cannot be deleted as a payee.
9.6 If we are notified that an Account holder on a joint Account dies and we consent to the surviving Account holder’s request for the Account to remain open, the surviving Account holder will be liable for all payments that have been authorised by the late Account holder (or authorised on their behalf) in Online Banking including any Recurring payments and future dated payments, unless the surviving Account holder requests us to cancel the payments.
10. Receipts and records
10.1 We’ll provide you with a payment ID - a unique transaction number – and a deposit receipt number each time you make an Online Banking transaction. You should keep this record in case you have any queries in relation to the transaction.
10.2 We’ll make available an electronic receipt of the details of any payment created in Online Banking. You can request us to send an electronic receipt to an email address as a record.
10.3 We recommend you check the status of your Payments and Scheduled Payments after the Scheduled payment date to ensure that it was able to be completed.
10.4 You should check your payment records and receipts carefully and promptly report any error to us by calling our contact centre.
10.5 Unless stated otherwise the time recorded on transaction records is the time in Sydney.
11. Currency of information and availability
11.1 Information available through Online Banking concerning transactions and balances may not always be up to date. It will usually record the transactions and available balance of an Account up to the close of business on the previous Business Day, but may show the effect of some transactions since the previous Business Day. Information shown through Online Banking at a particular time may be adjusted after that time to reflect the true position between you and us, for example if a cheque is dishonoured.
11.2 When you sign into Online Banking for the first time, the record of transactions on an Account may not be available. These transaction records will usually be available the following Business Day.
11.3 Not all services and functions offered through Online Banking are available at all times.
11.4 Online Banking may be unavailable due to scheduled outages or due to factors beyond our control, such as your internet connection.
11.5 The balances given in a regular balance alert or insufficient funds alert are current as at the time and date given within the alert message.
11.6 If you set up Quick Balance on your Mobile device, you can view the available balance as described in 11.1 above, for your chosen Accounts without signing into Mobile Banking each time. For the most up to date information available we encourage you to sign in to Mobile Banking. The information will be viewable by anyone who has access to your Mobile device. You can also turn off Quick Balance through Online Banking for your security.
12.1 You may receive statements on eligible Accounts through Online Banking, instead of having paper statements mailed to you. If you stop receiving paper statements on the nominated Account(s) you can revert to paper statements at any time by changing your preferences in Online Banking or contacting us.
12.2 If you receive statements through Online Banking we’ll send an email to your nominated email address and your Message inbox in Online Banking, advising that your statement is available. It’s your responsibility to check your email regularly for these notifications and to access your statement promptly following our email. You must also keep your nominated email address current and let us know if you can’t access your email or Online Banking for any reason. While you are receiving statements through Online Banking, you can’t opt out of receiving these notifications; however you can change your nominated email address at any time.
12.3 If we don’t have your current email address, we can’t send you email notifications and, for credit card and loan Accounts, we’ll go back to sending your statements by mail. We’ll also send your statements by mail if you cease to be registered for Online Banking, or if your Account becomes ineligible to receive non-paper statements.
12.4 You can query any entry on your statement by calling Westpac Telephone Banking.
13. Suspension and termination
13.1 We may suspend or terminate your use of Online Banking without giving you notice where we reasonably believe your access should be suspended or terminated. This includes where we believe that there is a risk of fraud or security breach, or where you have not accessed Online Banking for a period of 6 months or more.
13.2 You may terminate your use of Online Banking at any time by giving us written notice or calling our contact centre.
SECTION D - Security and liability
1. Access codes
1.1 Access codes are the keys to each Account. They allow anybody using them to conduct operations on the Account. Because of this you must take special care to protect them.
1.2 You must ensure that your Access codes are kept secure. The requirements for protecting your Access codes are set out in clause 4 below. You must ensure that all Users comply with these requirements.
1.3 You must not disclose your Access codes to anyone, except to us, in the course of using Online Banking.
1.4 If you enter any of your Access codes incorrectly 3 consecutive times, your Online Banking may be suspended and you won’t have access to Online Banking. If this occurs, please call our contact centre to reactivate your Online Banking access.
2. Passwords, Mobile passcodes and fingerprint sign in
2.1 When you register for Online Banking you’ll be provided with a temporary Password. You must change this Password when you first access Online Banking and ensure any User does the same.
2.2 It is very important that your Password, and every User's Password, remains secure. Ways to achieve this include choosing a Password that nobody could guess, not using one that includes your name, date of birth (or part thereof) or a combination of these, and not using the same password that is used for other services such as your email service.
2.3 If you use Mobile Banking, you can access your Mobile Banking using your Customer ID and Password. You may be given an opportunity to select a Mobile passcode or choose to use the fingerprints you store on your Mobile device for accessing Mobile Banking through your chosen Mobile device. Selecting a Mobile passcode or selecting to use the stored fingerprint to sign in to Mobile Banking are alternatives to entering the Password each time. We will notify you through the Mobile device when you can choose to set up these options to sign in to Tablet Banking.
2.4 You can activate fingerprint sign in where your Mobile device allows you to control access to it using any fingerprint that you store in the device. If you wish to use fingerprint sign in, you should ensure that only your fingerprint is stored on the Mobile device. Each time the Mobile device registers a fingerprint sign in to authorise any transactions through Westpac Mobile Banking or Westpac Tablet Banking (as applicable), you instruct us to perform those transactions.
2.5 In addition to ensuring your Mobile device is secure, it is very important that each Mobile passcode or fingerprint used in connection with that Mobile device, remain secure.
2.6 If we suspect the security of your Password or Mobile passcode has been breached, you’ll be required to change it.
3. Security Codes
3.1 In order to make certain Online Banking transactions, including changes to your Online Banking settings you’ll need to be registered for a Security device, for example Westpac Protect SMS Code service.
3.2 Once you’re registered you may need to enter the Security Code provided for each of the following transactions:
- Create new and amend payee and biller details
- a new Pay Anyone payment (i.e. a payment to a person whom you have not already made a Pay Anyone payment)
- a Pay to Mobile payment
- a new BPAY payment (i.e. a BPAY payment using a biller code and reference number combination that you have not previously used for a BPAY payment)
- a Same day – RTGS payment
- an International Payment (not applicable for Online Banking for business)
- a request for an issue of a bank cheque to a person who doesn’t appear in your bank cheque payee list
- an instruction to withdraw funds from or close a Term Deposit account
- update your contact details
- Administrators to access and make any changes in User administration
- Any other feature that may be deemed to require additional authentication based on our security controls and monitoring.
3.3 If you are no longer registered for a Security device at any time it may have the effect of immediately reducing your Daily Payment Limit as described in the section Daily Payments Limits in Section C. You can cancel your registration for a Security device by contacting us, or if you are a Business Network User, the Administrator can cancel your registration in User administration.
3.4 If you are registered for a Security device call our contact centre for assistance if you need to approve a transaction and:
- your Mobile phone or Security device has been lost or stolen
- your Mobile phone or Security device is not operational
- If you are registered for SMS Code:
- you don’t have access to the Mobile phone
- you’re out of phone range, or
- the SMS Code service is not operational.
Westpac Protect SMS Code service
3.5 We will send the Westpac Protect SMS Code by SMS to your Mobile phone, and you’ll need to promptly enter that Access code in Online Banking for the transaction to be processed.
3.6 We recommend you nominate a Mobile phone number used only by you. If the Mobile phone is also used by other people, they may receive, or be able to access your SMS Code messages. If you tell us your Mobile phone number is changing, we’ll send an SMS to both the old and the new numbers.
3.7 We don’t charge you a fee for sending a SMS Code to your Mobile phone. However, your Mobile phone service provider may impose fees and charges, including fees and charges for sending and receiving SMS messages. The payment of any such fees and charges is the responsibility of the Mobile phone account holder. If you have any concerns regarding such fees and charges speak with your service provider.
3.8 If you are registered to hold a Token you agree that the Token issued to you remains our property, and agree to return the Token to us immediately:
- upon our request
- on cancellation of Online Banking
- on termination of your authority to use the Security device by us or any Administrator.
3.9 You must keep any Token secure and in a location where unauthorised people can’t access it.
4. Protecting your Access codes
4.1 To protect your Access codes you must:
- try to memorise them
- destroy any documentation or communication we issue to you that contains an Access code
- not write your Access codes including your Password or Mobile passcode on your computer, Mobile phone, Mobile device or Security device, even if disguised
- not keep a record of your Access codes with or near your computer, Mobile phone, Mobile device or Security device
- not tell anyone your Access codes, including family members, friends and our staff; and in the case of making a Pay to Mobile payment, only notify the Pay to Mobile Payee the Payment Code in accordance with Section C
- not select as your Access code a number or word that can easily be associated with you, such as your date of birth, phone number, driver's licence number, or part of your name
- make sure nobody watches you or hears you when you’re entering or using your Access codes at electronic equipment or when you notify the Pay to Mobile Payee the Payment Code in accordance with Section C.
4.2 If you make a record of your Access codes you must either take reasonable steps to prevent unauthorised access to the record or ensure it is reasonably disguised. We don’t consider it a reasonable attempt to disguise an Access code if you only:
- record it in reverse order
- record it as a series of numbers with any of them marked to indicate the Access code
- record the Access code as a phone number with the Access code in its correct sequence within the number
- record the Access code as a telephone number where no other telephone numbers are recorded
- disguise the Access code as a date or as an amount.
There may be other forms of disguise which may be similarly unsuitable because of the ease of another person working out your Access code.
4.3 If you make a record of your Access code you must keep that record separate and well away from any electronic equipment (such as a computer or Mobile phone) or any other Access code or Security device you use to access Online Banking unless the Access code is reasonably disguised.
4.4 If you’re registered for a Security device, to protect the Accounts you must:
- keep your Security device secure and in a location where unauthorised people can’t access it
- not write your Customer number, Password on, or store them in an unprotected manner in or on the Security device
- not keep a record of your Customer number, Password near the Security device
4.5 If you're using Mobile Banking, you must also not write your Customer number, Password or Mobile passcode on your Mobile device or keep a record of any of them near the Mobile device.
What you must do if you suspect an unauthorised transaction, loss of Security devices or breach of security of Access codes
4.6 If you suspect the security of any Access code has been breached, your Mobile device has been lost, stolen or misused, your Security device or the Mobile phone you use to receive Westpac Protect SMS Codes has been lost, stolen or misused, or an unauthorised transaction has occurred you must ensure:
- you call our contact centre immediately (details are at the front of these Terms and Conditions)
- the Access code (excluding Customer number) is changed
- the Mobile device is de-authorised for Mobile Banking
- the Security device (excluding Customer number) is replaced
- you inform us that SMS Codes should no longer be sent to the Mobile phone number.
4.7 We’ll give you the notification number or some other form of acknowledgment which you should retain as evidence of the date and time of your report of a suspected breach.
4.8 If you can't contact us by phone because our emergency telephone numbers are unavailable, you’ll not be responsible for any unauthorised use of Online Banking which could have been prevented if you were able to contact us by phone provided you tell us of the loss, theft or misuse of your Security device or Mobile phone or suspected breach of security of your Access code(s) within a reasonable time after our contact numbers become available again.
5.1 Liability for any losses resulting from unauthorised transactions made using Online Banking will be determined by us in accordance with the ePayments Code, where that Code applies to the transaction.
5.2 For the purposes of this clause 5, a reference to you or your means the Account holder of the Account from which an unauthorised transaction has occurred.
5.3 You are responsible to ensure when you grant access to your Account(s) to another Online Banking service, that the owner of that Online Banking service notifies you of any changes to the Daily Payment Limit and/or Business Daily Limit. Any increase to these limits may increase your liability for unauthorised transactions.
When you are not liable
5.4 You’ll not be liable for losses resulting from unauthorised transactions made using Online Banking where it is clear that you or a User have not contributed to the loss.
5.5 You’ll also not be liable for losses resulting from unauthorised transactions made using Online Banking that:
- are caused by the fraudulent or negligent conduct of our employees or agents or companies involved in networking arrangements, or merchants or their agents or employees
- happen before you or a User receives or selects an Access code and/or Security device (including any reissued Access code or Security device)
- happen after we have been notified that a Security device or Mobile phone has been misused, lost or stolen or that the security of any Access code has been breached
- relate to any component of a Security device, an Access code or Identifier that is forged, faulty, expired, or cancelled
- are the result of the same transaction being incorrectly debited more than once to the same account
In the above situations we will credit the amount of the unauthorised transaction to the Account.
When you are liable
5.6 You’ll be liable for losses resulting from transactions which are carried out by you, a User or by another person with the knowledge and consent of you or of any User.
5.7 You’ll be liable for actual losses resulting from unauthorised transactions made using Online Banking caused by you or a User:
- engaging in fraud
- voluntarily disclosing any of their Access codes to anyone, including a family member or friend (except in the case of Pay to Mobile where the voluntary disclosure relates to the Payment Code to the Pay to Mobile Payee in accordance with Section C
- keeping a record of an Access code without making a reasonable attempt to disguise it or to prevent unauthorised access to it in accordance with clause 4
- where more than one Access code is required, recording both (or all) of the codes in a way that they could be lost or stolen together. For transactions where a Security device is required this includes keeping a record of an Access code in a way that could be stolen with their Mobile phone, Mobile device or Security device
- writing their Access codes or a disguised record of their Access codes on their Mobile phone or Security device
- selecting an Access code which represents their date of birth (or part thereof), or being an alphabetical code which is a recognisable part of their name, after we have asked them not to select such an Access code and told them of the consequences of doing so
- acting with extreme carelessness in failing to protect the security of their Access codes.
5.8 You’ll also be liable for actual losses resulting from unauthorised transactions made using Online Banking caused by the User unreasonably delaying notifying us of the misuse, loss or theft of a Mobile phone, Security device, or of their Access code(s) becoming known to someone else.
5.9 In these cases your liability will only extend to losses which occur between the time when you or a User became aware (or should reasonably have become aware) of such misuse, loss or theft and when we were actually notified. This limit on liability does not apply to customers of Online Banking for business.
5.10 However, you’ll not be liable to pay for:
- that portion of the losses incurred in a period which exceed any transaction limit for that period
- that portion of the losses incurred which exceed the balance of their account(s), including any pre-arranged credit
- losses incurred on any accounts which the Account holder and Westpac had not agreed could be accessed using Online Banking
- losses occurring after we have been notified that a Security device that has been issued, has been lost or stolen or that the security of the Access code(s) has been breached.
5.11 Your liability is subject to Westpac proving on the balance of probability that a User contributed to the losses in one or more of the ways listed above.
5.12 If more than one Access code is required to perform a transaction and we prove that a User breached the security requirements for one or more, but not all, of those codes, you will be liable under this clause only if we also prove, on the balance of probabilities, that the breach of the security requirements was more than 50% responsible for the losses.
5.13 In circumstances where it is unclear whether you (or a User) contributed to the loss, you will only be liable for losses resulting from unauthorised transactions made using Online Banking to a limited extent. Your liability in such cases will be the least of:
- the balance of the Account on which the unauthorised transactions were made
- the actual loss incurred before we are notified of the misuse, loss or theft of a Security device, or an Access codes becoming known to someone else (excluding that portion of the loss incurred on any one day which exceeds the applicable Daily Payment Limit).
Online Banking for business:
5.14 In circumstances where it is unclear whether you (or a User) contributed to the loss, you will only be liable for losses resulting from unauthorised transactions made using Online Banking to a limited extent. Your liability in such cases will be the least of:
- the balance of the Account on which the unauthorised transactions were made
- the actual loss incurred before we are notified of the misuse, loss or theft of a Security device, or Access codes becoming known to someone else (excluding that portion of the loss incurred on any one day which exceeds the applicable Daily Payment Limit).
5.15 You will also be liable for losses resulting from an Administrator or User accessing Online Banking via a computer that you know contains software that has the ability to reveal to a third party, or to otherwise compromise, Access codes and/or customer information, including account information.
6. Mistaken Internet Payments (This does not apply to Online Banking for business)
6.1 This clause does not apply to:
(a) BPAY payments. See Section E of these Terms and Conditions for what to do if you believe a BPAY payment has been affected by a mistake; and
(b) Any other payment method other than a Pay Anyone Payment (including Same day - RTGS payments) and a Pay to Mobile Payment. See the Account terms and conditions for what to do if you believe a payment has been affected by a mistake.
6.2 You should report Mistaken Internet Payments to us as soon as you become aware of them. You can report Mistaken Internet Payments to us in Online Banking, by visiting a Westpac branch or by calling Telephone Banking.
6.3 We’ll give you a notification number or some other form of acknowledgment which you should retain as evidence of the date and time of your report.
How we deal with Mistaken Internet Payments
6.4 Mistaken Internet Payments will be dealt with by us in accordance with the ePayments Code, where that Code applies to the payment. This section provides a summary of the processes in that Code.
6.5 We may be the sending institution, that is the financial institution whose customer made the payment or the receiving institution, that is the financial institution whose customer received the payment (this customer is the unintended recipient of the payment). We will be the sending institution where the payment is made from your Westpac Account. We will be the receiving institution where the payment is made to your Westpac Account.
6.6 Where a financial institution other than us is the receiving or sending financial institution, we can’t guarantee that it’ll follow the processes in the ePayments Code. A financial institution is unlikely to follow these processes if it is not an authorised deposit-taking institution for the purposes of the Banking Act. We are not liable for any loss suffered if it doesn’t follow those processes.
6.7 Where the sending institution is not satisfied that a payment is a Mistaken Internet Payment, it is not required to take any further action, however it may choose to contact the unintended recipient and explain that a person has claimed that a transaction was mistaken.
6.8 Notwithstanding anything set out below, where the unintended recipient of the Mistaken Internet Payment is receiving income support payments from Centrelink, the receiving institution must recover the funds from that recipient in accordance with the Code of Operation for Centrelink Direct Credit Payments.
6.9 Where you or another financial institution advises us that you are, or we think you may be, the sender or recipient of a Mistaken Internet Payment, you must give us, as soon as reasonably practicable and within the time we request, any information we reasonably require to enable us to determine whether the payment was a Mistaken Internet Payment.
Where sufficient funds are available in the unintended recipient's account
6.10 Where the sending institution is satisfied that the Mistaken Internet Payment occurred and there are sufficient credit funds available in the account of the unintended recipient to the value of the Mistaken Internet Payment, the process that will apply will depend upon when the report of the mistaken transaction is made.
Where the report is made within 10 business days of the payment
6.11 If the receiving institution is satisfied that a Mistaken Internet Payment has occurred, it will return the funds to the sending institution within 5 Business Days of the request or any reasonably longer period up to a maximum of 10 Business Days.
Where the report is made between 10 business days and 7 months of the payment
6.12 The receiving institution will investigate the payment and complete the investigation within 10 Business Days of receiving a request
6.13 If the receiving institution is satisfied that a Mistaken Internet Payment has occurred, it will prevent the unintended recipient from withdrawing the funds for a further 10 Business Days and notify the unintended recipient that they will withdraw the funds if that recipient does not establish they are entitled to the funds within that 10 day period.
6.14 If the unintended recipient does not establish they are entitled to the funds within that time, the receiving institution will return the funds to the sending institution within 2 Business Days of the end of that period.
Where a report is made more than 7 months after the payment
6.15 if the receiving institution is satisfied a Mistaken Internet Payment occurred, it must seek the consent of the unintended recipient to return the funds.
6.16 In each case where the receiving institution is not satisfied that a Mistaken Internet Payment has occurred, it may (but is not required to) seek consent of the unintended recipient to return the funds.
6.17 In each case, where the funds are returned to the sending institution, it will return the funds to the source Account as soon as practicable.
Where sufficient funds are not available
6.18 Where both the sending and receiving institution are satisfied that a Mistaken Internet Payment has occurred but there are not sufficient credit funds available in the account of the unintended recipient, the receiving institution will use reasonable endeavours to recover the funds from the unintended recipient.
Where you receive a Mistaken Internet Payment
- both we and the sending institution are satisfied that a payment made to your account is a Mistaken Internet Payment; and
- sufficient credit funds are available in your account to the value of that payment; and
- the Mistaken Internet Payment is reported 7 months or less after the payment; and
- for Mistaken Internet Payments reported between 10 business days and 7 months of the payment, you don’t establish that you are entitled to the payment within the relevant 10 business day period referred to in clause 6.13
we will, without your consent, deduct from your account an amount equal to that mistaken payment and send that amount to the financial institution of the payer in accordance with clause 6.11 or 6.14 above.
6.20 If there are insufficient funds in your account, you must co-operate with us to facilitate payment by you of an amount of the Mistaken Internet Payment to the payer.
6.21 We can prevent you from withdrawing funds that are the subject of a Mistaken Internet Payment where we are required to do so to meet our obligations under the ePayments Code.
Liability for losses arising from Mistaken Internet Payments
6.22 You must ensure that Internet payment details are correct. You and any User are solely responsible for providing correct payment details including amount and payee details. We will return to you any funds recovered by us on your behalf from an unintended recipient in respect of a Mistaken Internet Payment in accordance with this clause 6, but otherwise have no liability to you or your user for any payment made in accordance with details provided by you or your user including Mistaken Internet Payments.
SECTION E- BPAY
1. BPAY Terms and Conditions
1.1 The terms and conditions set out in this section apply when you make a payment through the BPAY® Scheme.
1.2 In relation to your use of BPAY, if there is any inconsistency between these BPAY terms and conditions and any other terms and conditions (such as those that apply to an Account) then these terms and conditions will apply to the extent of that inconsistency.
2. BPAY Scheme
2.1 We are a member of the BPAY Scheme. We’ll tell you if we’re no longer a member of the BPAY Scheme.
2.2 For the purposes of the BPAY Scheme, we may also be a biller and you may nominate us as a biller for the purposes of your use of BPAY View®. You may be able to make a transfer from an account at another financial institution which is a member of the BPAY Scheme to an Account you have with us.
3. BPAY payments
3.1 You can use the BPAY service of Online Banking to pay any of your bills displaying the BPAY logo. You may select to pay your bills on either the current date or a date up to 24 months in the future.
3.2 When we make a BPAY payment on your behalf we are not acting as your agent or the agent of the biller to whom that payment is directed.
Making a payment
3.3 You don't need to register for BPAY in order to make a BPAY payment.
3.4 When you ask us to make a BPAY payment, you must give us the information specified below:
- the Account you want us to debit the payment from;
- the amount you wish to pay;
- the biller code of the biller you wish to pay (this can be found on your bill, or can be selected from your existing biller list if you have previously made a payment to this biller), and
- your customer reference number (this can be found on the bill or invoice you receive from the biller).
3.5 When the payment is approved, we'll debit your nominated Account with the amount you specify. Details of BPAY payments, including a receipt number, will appear on your Account statement.
3.6 If you are registered for a Security device and are making a payment to a new BPAY biller and customer reference number combination you’ve not paid before, you’ll be required to enter an Access code to confirm your payment.
3.7 If there aren’t sufficient cleared funds in the Account at the time you tell us to make a BPAY payment, we may:
- decline to make the payment, or
- use our discretion to honour the payment.
In either case (in accordance with the terms and conditions of the Account) we may charge a fee to the Account. For details refer to the terms and conditions for the Account from which you’re making a payment.
3.8 BPAY payments can be made from most Accounts held with us. A list of eligible Accounts appears in the BPAY section in the Help centre. Some billers will not accept BPAY payments from certain account types.
3.9 When you use a credit card to make a BPAY payment, we treat that payment as a credit card purchase transaction.
BPAY payment cut-off times
3.10 Billers participating in the BPAY Scheme will treat BPAY payments you make as received according to the table below:
|If the BPAY payment is made:||If the Payment will be treated as received:|
|Before 6.00pm Sydney time on a Banking Day||On the date that you make the BPAY payment|
|After 6.00pm Sydney time on a Banking Day||On the next Banking Day|
|On a non-Banking Day (including for Scheduled payments)||On the next Banking Day|
3.11 A delay might occur in the processing of a BPAY payment where:
- there is a public or bank holiday on the day after you tell us to make a BPAY payment
- we received your BPAY instructions after the cut-off times referred to above
- another participant in the BPAY Scheme isn’t complying with its obligations.
3.12 If we’re advised that a BPAY payment can’t be processed by a biller, we’ll send an alert in Online Banking to advise you of this, credit the account with the amount of the BPAY payment, and if you ask us to do so, take all reasonable steps to assist you in making the BPAY payment as quickly as possible.
Scheduled BPAY payments
3.13 You can arrange a BPAY payment to be made up to 24 months in advance as either a one off payment or a Recurring payment. If the date you select is a non-Banking Day, your BPAY payment may be delayed as described above.
3.14 Cleared funds must be available in the Account the day before the Payment is made. If there aren't sufficient cleared funds in the Account on the day before the selected date, we may:
- decline to make the payment; or
- use our discretion to honour the payment.
In either case (in accordance with the terms and conditions of the Account) we may charge a fee to the Account. For details refer to the terms and conditions for the Account from which you have selected as the source of the payment.
3.15 A Scheduled payment may not be able to be made for a number of reasons including if the biller no longer participates in the BPAY Scheme. If we aren’t able to make a BPAY payment at the nominated future payment date we’ll advise you by email.
BPAY biller daily limits
3.16 To increase the security of your BPAY service, a daily limit of $10,000 will be applied to a certain group of billers (in particular, this relates to payments made to credit card accounts). Note this limit is different to your Daily Payment Limit and Business Daily Limit, and if the daily limit for your BPAY service is exceeded, further BPAY payments will be rejected, irrespective of whether sufficient funds are available in your Daily Payment Limit and Business Daily Limit (as applicable).
3.17 A daily limit won’t be implemented for billers related to payments of your utilities; e.g. electricity or phone bills.
3.18 Please be aware that a BPAY biller may also set limits on the amount of a BPAY payment they’ll accept.
Stopping or altering payments
3.19 If you believe that you have made a mistake in a BPAY payment, you must contact us as soon as possible so that we can locate the transaction and take action.
3.20 If you make a BPAY payment and later discover that:
- the amount you specified is greater than the required amount - then you must contact the biller to obtain a refund of the excess;
- the amount you specified is less than the required amount - then you can make another BPAY payment to make up the difference; or
3.21 You may stop or alter a Scheduled payment by asking us to before midnight on the Business Day immediately prior to the day the payment is to be made.
3.22 We can’t accept a request to stop or alter a BPAY payment that is not a Scheduled payment after you have instructed us to make it.
4. Liability for BPAY payments
4.1 We attempt to rectify any mistaken or unauthorised BPAY payments in the way described in this section. If the ePayments Code applies to an unauthorised BPAY transaction, liability for that transaction will be determined in accordance with the provisions of that Code.
4.2 Other than as set out below (and subject to the ePayments Code) we’ll not be liable for any loss or damage you suffer as a result of using the BPAY Scheme.
4.3 No refunds will be provided through the BPAY Scheme where you have a dispute with the biller about any goods or services you may have agreed to acquire from the biller. Any dispute must be resolved with the biller. Even where your BPAY payment has been made using a credit card, no chargeback rights will be available under BPAY Scheme rules.
Mistaken BPAY payments
4.4 Please tell us promptly if you’re aware if a BPAY payment is made to a person or for an amount which is not in accordance with your instructions. If the Account was debited for the amount of that mistaken payment, we will credit that amount back to that Account.
4.5 However, if you were responsible for a mistake resulting in that payment and we cannot recover within 20 Business Days of us attempting to do so, the amount of that payment from the biller who received it, you will be liable to pay us that amount.
Unauthorised BPAY payments
4.6 You should tell us promptly if you become aware that a BPAY payment that you didn’t authorise has been made from your Account.
4.7 You won’t be liable for loss of funds if a BPAY payment is made in accordance with a payment direction which appeared to be from you or on your behalf but for which but for which you did not give authority. If the Account was debited for the amount of that unauthorised payment, we will credit that amount back to that Account.
4.8 However, you must pay us the amount of that unauthorised payment if:
- we cannot recover that amount within 20 Business Days of us attempting to do so from the biller who received it; and
- the payment was made as a result of a payment direction which did not comply with our prescribed security procedures for such payment directions.
4.9 If you tell us that a BPAY payment made from your Account is unauthorised, you must give us your written consent addressed to the biller who received that BPAY payment, consenting to us obtaining from the biller information about your account with that biller or the BPAY payment, including your Customer Reference Number and such information as we reasonably require to investigate the BPAY payment. We are not obliged to investigate or rectify any BPAY payment if you do not give us this consent. If you do not give us that consent, the biller may not be permitted under law to disclose to us information we need to investigate or rectify that BPAY payment.
4.10 If you make a BPAY payment because of the fraud of a person involved in the BPAY Scheme (e.g. a biller), then that person should refund the amount of the fraud induced payment. If you aren’t able to obtain a refund, then please advise us and we’ll inform you of other rights of recovery you may have under the BPAY Scheme rules.
If there is more than one reason for the payment
4.11 If an unauthorised BPAY Payment mentioned in clause 4.6 is also affected by a mistake mentioned in clause 4.4 or fraud as described in clause 4.10, we will resolve it under the unauthorised BPAY payments regime in clauses 4.6 to 4.9. If a BPAY payment that is not an unauthorised BPAY payment is affected by both a mistake mentioned in clause 4.6 and fraud as described in clause 4.10, we will resolve it under the rules for fraud induced payments under clause 4.10.
4.12 We’re not liable for any consequential loss or damage you suffer as a result of using the BPAY Scheme, other than due to any loss or damage you suffer due to our negligence or in relation to any breach of a condition or warranty implied by law in contracts for the supply of goods and services and which may not be excluded, restricted or modified at all or only to a limited extent.
4.13 You indemnify us against any loss or damage we may suffer due to any claim, demand or action of any kind brought against us arising directly or indirectly because a user did not observe any of their obligations under these terms and conditions or acted negligently or fraudulently in connection with the use of the BPAY Scheme.
4.14 This clause doesn’t apply to the extent that it’s inconsistent with or contrary to any applicable law or other code of practice to which we’ve subscribed. If those laws or that code would make this clause illegal, void or unenforceable or impose an obligation or liability prohibited by those laws or that code, this clause is to be read as if it were varied to the extent necessary to comply with those laws or that code or, if necessary, omitted.
5. BPAY View®
5.1 BPAY View enables you to receive bills from participating billers nominated by you through Online Banking. Users within a Network must be granted access to manage BPAY View by the Administrators, and only then will be able to register a biller for BPAY View, see bill summaries, and where applicable, view detailed bills.
5.2 If you nominate to receive bills through BPAY View, you agree to:
(a) us or a biller (as appropriate) collecting data about whether you access your emails, Online Banking and any link to a bill or statement.
(b) receive bills and statements electronically and agree that this satisfies the legal obligations (if any) of a biller to give you bills and statements. For the purposes of this clause we are the agent for each biller nominated by you.
Refer to clause 7 Privacy on the disclosure and use of your personal information in the BPAY Scheme.
5.3 You can remove a biller at any time. The removal is effective immediately, the biller will be removed from your BPAY View bill registrations and you will no longer receive electronic bills from that biller.
5.4 When using BPAY View to receive bills, you must:
- check your emails or Online Banking at least weekly
- tell us if your contact details (including email address) change
- tell us if you’re unable to access your email or Online Banking or a link to a bill or statement for any reason
- ensure your mailbox can receive email notifications (e.g. it has sufficient storage space available)
Notice of bills or statements
5.5 You agree that when using BPAY View if you receive an email notifying you that you have a bill or statement, then that bill or statement is received by you:
(a) when we receive confirmation that your server has received the email notification, whether or not you choose to access your email; and
(b) at the email address nominated by you.
5.6 You agree that when using BPAY View if you receive notification in Online Banking without an email then that bill or statement is received by you:
(a) when a notification is posted on Online Banking, whether or not you choose to access our Online Banking; and
(b) at Online Banking
5.7 You agree that when using BPAY View, bills and statements delivered to you remain accessible through Online Banking for the period determined by the biller, after which they will be deleted, whether paid or not. However, if you don’t use Online Banking for 6 months we may determine that you’re inactive and may delete the bills and statements at any time from that determination.
5.8 You agree that when using BPAY View you’ll contact the biller direct if you have any queries in relation to bills or statements.
Paper bills and statements
5.9 You may receive paper bills and statements from a biller instead of electronic bills and statements
(a) at your request to a biller (a fee may be charged by the applicable biller for supplying the paper bill or statement to you if you ask for this in addition to an electronic form).
(b) if you or a biller de-register from BPAY View.
(c) if we receive notification that your email mailbox is full, so that you can’t receive any email notification of a bill or statement.
(d) if your email address is incorrect or can’t be found and/or your email is returned to us undelivered.
(e) if we’re aware that you’re unable to access your email or Online Banking or a link to a bill or statement for any reason.
(f) if any function necessary to facilitate BPAY View malfunctions or isn’t available for any reason for an extended period.
BPAY View billing errors
5.10 For the purposes of this clause, a BPAY View billing error means any of the following:
(a) if you’ve successfully registered to receive bills via BPAY View:
- failure to give you a bill (other than because you failed to view an available bill)
- failure to give you a bill on time (other than because you failed to view an available bill on time)
- giving a bill to the wrong person
- giving a bill with incorrect details
(b) if your attempt to deregister from BPAY View has failed for any reason - giving you a bill if you’ve unsuccessfully attempted to deregister
5.11 You agree that if a billing error occurs:
(a) you must immediately upon becoming aware of the billing error take all reasonable steps to minimise any loss or damage caused by the billing error, including contacting the applicable biller and obtaining a correct copy of the bill; and
(b) the party who caused the error is responsible for correcting it and paying any charges or interest that would ordinarily be payable to the applicable biller due to any consequential late payment and as a result of the billing error.
5.12 You agree that for the purposes of this clause you’re responsible for a billing error if the billing error occurs as a result of an act or omission by you or the malfunction, failure or incompatibility of computer equipment you’re using at any time to participate in BPAY View.
6.1 We may suspend your right to participate in the BPAY Scheme at any time.
6.2 The circumstances in which we may suspend your right to participate are:
(a) You’re in breach of the Online Banking Terms and Conditions or these Terms and Conditions;
(b) You or someone acting on your behalf is suspected of engaging in fraudulent conduct; or
(c) You’re engaging in conduct that is in our sole opinion disruptive to the operation of Online Banking and or BPAY.
7.1 If you use the BPAY Scheme (including BPAY View), you agree to our disclosing to billers nominated by you and if necessary the entity operating the BPAY Scheme (BPAY Pty Ltd) and any agent appointed by it from time to time, including Cardlink Services Limited, that provides the electronic systems needed to implement the BPAY Scheme:
(a) such of your personal information (for example your name, email address and the fact that you are our customer) as is necessary to facilitate your registration for or use of the BPAY Scheme. If you nominate to receive bills through BPAY View, to billers nominated by you to verify that you can receive bill and statements electronically using BPAY View (or telling them if you cease to do so);
(b) such of your transactional information as is necessary to process your BPAY payments and your use of BPAY View. Your BPAY payments information will be disclosed by BPAY Pty Ltd, through its agent, to the biller's financial institution and your information necessary to process your use of BPAY View will be disclosed by BPAY Pty Ltd, through its agent, to the biller; and
(c) that an event in clause 4.9 has occurred.
7.2 You must notify us if any of your personal information changes and you consent to us disclosing your updated personal information to all other participants in the BPAY Scheme as necessary.
7.3 You can request access to your information held by us, BPAY Pty Ltd or its agent, Cardlink Services Limited at their contact details listed in the section “Meaning of Words”.
7.4 If your personal information detailed above is not disclosed to BPAY Pty Ltd or its agent, it will not be possible to process your requested BPAY payment or use of BPAY View.
Part 2 Additional terms and conditions that apply to Networks
1. Network Terms and Conditions
1.1 For individual customers, you as the owner can authorise Users to access any Accounts available in your Online Banking. This is known as a Personal Network. An Administrator of your Personal Network can also assign Users access to any Accounts available in your Online Banking.
1.2 For business customers, you, the organisation as the owner of the Online Banking service nominate Administrators to manage your Business Network. The Administrators can manage Users’ access to the Accounts in the Business Network.
2.1 There must be at least one Administrator on a Network. The Administrators can manage the permissions including the features Users can access on the Accounts through User administration in Online Banking. The types of tasks an Administrator is authorised to perform include:
- Add, amend or remove a User
- Suspend and reactivate a User's access
- Add and assign User access to Accounts and features available in the Network
- Set up payee and biller groups within the payee and biller list and assign User access
- Create and update new payees and billers
- Manage contact details for Users
2.2 An Administrator in a Business Network can also:
- Add, reset, suspend, reassign and remove Security devices
- Amend a User’s Daily Payment Limit
- Amend the Business Daily Limit
- Amend the business contact details i.e. email address, contact person and contact address
- Manage the Accounts and features available in the Business Network
- Manage the number of approvals required for payments and other tasks
- Elect to receive statements on eligible Accounts through Online Banking
2.3 To add an Administrator to your Online Banking, you, the owner of the Online Banking service will need to complete the application form. The form is available in User administration online, on the Westpac website or from a Westpac branch.
3.1 Each User added to a Network must be assigned an access group by the Administrators, who can then customise the features accessible to the Users. The following table sets out the User access groups available in the Networks and the features that can be made available to Users in the Network.
|Group||Business Network||Personal Network|
Any fees charged in relation to these services will be charged to the Account or billing account as applicable.
An Approver with 'Create Payments' access to any account may:
Approval work flow process
3.2 A payment may be fully approved up to 90 calendar days after it has been submitted, regardless of the scheduled payment date. After 90 days following submission the unapproved payment will expire and will need to be created again in order to be processed. International, Same day (RTGS) and Recurring payment arrangements will expire on the scheduled payment date.
3.3 Once the payment is fully approved it will be processed in accordance with the cut-off time applicable for that payment method.
3.4 A Scheduled payment will count towards the Daily Payment Limit and Business Daily Limit on the payment date initially scheduled when submitted for approval.
3.5 In a Personal Network, for all payments other than those created via a Direct Entry facility, the account method of operation (e.g. 2 to sign) determines the number of Users with 'make payments' access that must approve the transaction in work flow. For payments created via a Direct Entry facility, only one User will be required to approve the transaction.
3.6 In a Business Network, for all payments other than those created via a Direct Entry facility, the account method of operation (e.g. 2 to sign) determines the minimum number of Users that must approve a transaction. For payments created via a Direct Entry facility, only one User will be required to approve the transaction unless the Administrator has nominated otherwise. An Administrator may nominate a higher number of approvals for any payment method or task, including payments created via a Direct Entry facility.
3.7 A Senior Approver is a User with Approver access that can self approve payments and tasks that usually require more than one User with Approver access to authorise in Online Banking. Clause 5 below describes how a Senior Approver can be established on a Network.
Third party Accounts
3.8 The Account holder can nominate non-value access, which allows the Administrators to assign view Accounts access to Users in the Network, or value access, which allows the Administrators to assign view Accounts, make payments or create payments or Approver access to the User.
Note: for Business Networks non-value access will also allow a User to create payments.
Joint Accounts and third party Accounts
3.9 The Account holder in authorising for the Account to be added to the Network acknowledges the Account may be nominated as the billing account for the Network and any transactions authorised by the Network Administrators and Users are treated as being authorised by the Account holder.
4. Additional terms and conditions for Personal Networks
4.1 You or any Administrator of your Personal Network can authorise Users to access any of the Account(s) in your Online Banking now and in the future by registering an individual through User administration in Online Banking.
4.2 You and any Users with make payments access will share the Daily Payment Limit set for your Online Banking. If you increase your Daily Payment Limit, Users will also be able to access the increased limit provided they are registered for a Security device.
5. Additional terms and conditions for Business Networks
Business Daily Limit
5.1 The Business Daily Limit is the maximum monetary amount that can be approved to be processed from the Accounts in a Business Network per day. Once the Business Daily Limit is reached, no further transactions can be approved, irrespective if any User has an amount remaining in their individual Daily Payment Limit.
5.2 The default Business Daily Limit of $10,000,000 applies to Business Networks, which may be changed by an Administrator up to a maximum amount. The maximum Business Daily Limit for Business Networks is subject to change and appears in the 'What's a Daily Payment Limit?' section in the Help centre.
5.3 We will notify you in accordance with Part 3 if there are any changes to the default Business Daily Limit.
5.4 You, as the owner of the Online Banking business may authorise a User to self approve tasks and payments on all Accounts they have access to in the Network by completing a Senior Approver nomination form [and returning it to us. A User will be granted Senior Approver access until the authorisation is revoked by the organisation.
Part 3 - General information
1. The Code of Banking Practice
This is a self-regulatory Code adopted by us and other banks. Its purpose is to set standards of good banking practice for banks to follow when dealing with individual and small business customers and their guarantors. Relevant provisions of this Code apply to Online Banking. We actively comply with this Code.
Information is available from us about:
- account opening procedures;
- our obligations regarding the confidentiality of your information;
- complaint handling procedures;
- bank cheques;
- the advisability of you informing us promptly when you are in financial difficulty; and
- the advisability of you reading the Terms and Conditions applying to the relevant banking service.
2. The ePayments Code
The ePayments Code governs certain electronic payments to or from an Account where you, the owner of the Online Banking are an individual (e.g. Payments and BPAY). We’ll comply with this Code where it applies. The Code does not apply to Online Banking for business.
3. Changes to Terms and Conditions
We may change these Terms and Conditions at any time and we’ll notify you of changes as described below.
|Type of change||Time frame||Method of notification|
|New fee or increase to a fee relating solely to your use of Online Banking and BPAY||30 days in advance||In writing or electronically|
|Changes increasing your liability for losses relating to transactions||20 days in advance||In writing or electronically|
|Impose, remove or adjust transaction limits which apply to the use of Online Banking and BPAY||20 days in advance||In writing or electronically|
|A new or varied government charge that directly or indirectly affects you||In advance of the change, or as soon practicable afterwards, unless the change has been published by a government agency, government or representative body||In writing, electronically or through an advertisement in a major newspaper|
|Any other change to a term or condition that is required to be in these Terms and Conditions||In advance of the date of the change||In writing, electronically or through an advertisement in a major newspaper|
Advance notice may not be given where a change has to be made to restore or maintain the security of our systems or of individual accounts or facilities or where you cannot reasonably be located. This includes suspension or limiting your access to Online Banking, reducing your Daily Payment Limits or the Business Daily Limit.
4. Contacting you electronically
We may use your email address to advise you of any enhancement or changes to Online Banking, including these Terms and Conditions or send you an email notification to tell you the changes are available for viewing within Online Banking or on a website.
For Networks we may advise you by sending an email notification to your Administrators. You acknowledge that by sending email notifications to Administrators, we have notified you of changes to Online Banking and these Terms and Conditions in relation to your Online Banking.
5. Updating your contact details
You need to keep your email address current. You may update your email address in the personal details section under settings in Online Banking. If you don’t provide us with a correct email address, we may not provide you with access to Online Banking because you may not receive important information regarding Online Banking from us.
Mobile phone number
We may use your Mobile phone number to send you SMS Codes and any information relevant to this service.
When you’re registered for SMS Code, you need to contact Westpac on the number(s) at the beginning of these Terms and Conditions to update your Mobile phone number. If you are registered for SMS Code and are a User in a Business Network, you will need to contact the Administrator to update your Mobile phone number.
You’ll be notified of any changes to our records of your Mobile phone number via an SMS to both your old and new Mobile phone numbers. If you don’t provide us with your correct Mobile phone number, you may not be notified of important information relevant to the use of SMS Codes.
For Pay to Mobile, your Mobile phone number has to be an Australian number and it is used for registering for the service. If you update or no longer use your Mobile phone number, you must contact us and you may need to re-register for Pay to Mobile using your new Mobile phone number. Only a Mobile phone registered for the Westpac Protect SMS Code service can be used for Pay to Mobile.
6. What to do if you have a problem or dispute
If you have any problems with the services that we provide, or if you think there has been a mistake in a transaction or an unauthorised transaction has been made through Online Banking, please contact us.
Fixing these problems is very important to us and we aim to resolve your complaint at your first point of contact with us. So please raise your complaint with any of the people handling your banking.
You can contact us 24 hours a day, 7 days a week from anywhere in Australia by:
Phone: 1300 130 467
Email: firstname.lastname@example.org or via our website - www.westpac.com.au and click on 'Contact Us'
Fax: 02 9876 9218
Mail: Reply Paid 5265, Sydney NSW 2001
In person: visit any of our branches in Australia.
Contact our Customer Relations and Support Team
If we can’t resolve your complaint at your first point of contact with us, we’ll escalate it to our Customer Relations and Support Team. You can contact them directly by:
Phone: 1300 130 206
Email: via our website - www.westpac.com.au and click on 'Contact Us'
Fax: 1300 655 858
Mail: CRST, Reply Paid 5265, Sydney NSW 2001
By using Online Banking you agree that we may advise you of the progress and resolution of your complaint in writing or verbally as we consider appropriate.
What if you feel your complaint has not been resolved?
If we haven't been able to deal with your issues to your satisfaction, and you'd like an independent review, you can refer your complaint to the Financial Ombudsman Service (FOS). The FOS deals with complaints about banks and their related companies. Their contact details are:
Financial Ombudsman Service
Phone: 1300 780 808
Fax: (03) 9613 6399
Mail: GPO Box 3, Melbourne VIC 3001
7. Privacy and confidentiality
- calling Telephone Banking;
- asking at any of our branches;
- visiting our website at www.westpac.com.au
Westpac has a general duty of confidentiality towards you, except in the following circumstances:
- where disclosure is compelled by law;
- where there is a duty to the public to disclose;
- where the interests of Westpac require disclosure;
- where disclosure is made with your express or implied consent.
Direct electronic marketing
It’s our policy to only send marketing material by electronic communications to customers who give us permission. By agreeing to these Terms and Conditions you give us this permission unless you have already told us that you withdraw your consent. If we send you an electronic communication other than a communication containing no more than factual information (for example, an email advising you that these Terms and Conditions have changed), we’ll give you the option of not receiving further communications of this nature. This will allow you to opt out of receiving electronic communications containing marketing material at any time.
8. Recommending solutions that meet your needs
This document has been designed to help you understand Online Banking. If we have a discussion based on your individual needs and circumstances, we are able to recommend a product. Please be assured that these recommendations are given in the best interests of our customers.
Advice provided by our staff is provided to you on behalf of Westpac Group. It is important that the information our customers provide to us is accurate as it is this information which we rely upon in providing our recommendations. If the information you have provided is inaccurate or incomplete, you should consider the appropriateness of the advice in regards to your personal circumstances.
9. Factors that may influence our advice
Staff are paid a combination of salary and superannuation but may also become entitled to other benefits as a result of customers acquiring products through them. These other benefits may include cash incentive programs where staff may be eligible for a cash bonus based on the performance of their team and their own performance for achieving or exceeding a sales target. The performance requirements include a variety of key behaviours and objectives, such as the quality of their customer service and level of product sales made by them and by other areas of the business as a result of their referrals.
The amount of the bonus will be based on the extent to which they have exceeded their objectives, their general behaviour, the performance of their business unit and their job classification.
Staff may also be entitled to receive other benefits from incentive and promotional programs. These vary from small non-monetary rewards such as movie tickets, hampers and dinners, to more valuable benefits such as flight and accommodation packages.
Meaning of words
Access codes means any one or more of your Password, Mobile passcode, Security Code and any other code we provide to you (or permit you to choose) from time to time, that enables you to gain access to or use Online Banking and which you are required to keep secret.
Account means any one or more of your Westpac bank accounts from which you can access Online Banking services, and includes any Westpac bank account of another person who has authorised you to access the account through Online Banking.
Account Details means the BSB and account number
Account holder means the person(s) in whose name an account is conducted and who is responsible for all transactions on the account.
Administrator means an authorised User that has/have been nominated by you to access User administration to complete administration tasks for a Network.
APCA means the Australian Payments Clearing Association
Available balance means the total balance in your account less any unsettled transactions (i.e. cheques deposited that have not yet cleared, or card transactions pending authorisation) plus any credit limit you may have on your account for accounts with overdraft arrangements.
Banking Day means a day that is not a Saturday or Sunday and which banks in Melbourne or Sydney are able to effect settlement through the Reserve Bank of Australia, and typically excludes national public holidays.
Biller means a merchant or other organisation that is registered to receive payments through the BPAY Scheme.
Billing account means an Account nominated for the collection of fees charged for transactions and services initiated through Online Banking.
BPAY and BPAY View are registered trademarks of BPAY Pty Ltd ABN 69 079 137 518 of Level 11, 1 York Street, Sydney NSW - Telephone (02) 9646 92222.
BPAY payment is a payment made via the BPAY Scheme through Online Banking.
BT Super for Life is issued by BT Funds Management Limited ABN 63 002 916 458 Australian financial services licence number 233724 which is a member of the Westpac Group. An investment in BT Super for Life is not a deposit with, or any other liability of, Westpac Banking Corporation ABN 33 007 457 141 or any other company in the Westpac Group. It is subject to investment risk, including possible delays in repayment or loss of income and principal invested. None of Westpac Banking Corporation or any of its related entities stands behind or otherwise guarantees the capital value or investment performance of any investment option within BT Super for Life.
BT Invest means the BT Invest investor directed portfolio service
BT Panorama means the BT Panorama investor directed portfolio service
Business Daily Limit means the maximum daily aggregate payment amount that may be transacted on all Accounts available in a Business Network by the Users.
Business Day means any day when Westpac is open for business in any State or Territory of Australia. If Westpac is closed in all States and Territories then that day won’t be a Business Day. If Westpac's offices are closed in your State or Territory but open in other States and Territories then Westpac will still regard that day as a Business Day in every other State and Territory. Saturday and Sunday are not classified as Business Days even though some branches may be open for business.
Cardlink Services Limited ABN 60 003 311 644 of Level 4, 3 Rider Boulevard Rhodes NSW — Telephone (02) 9646 92222.
Contact person means the person nominated to be the primary contact person for Online Banking.
Customer number or Customer ID is the 8 digit number you’re given by us which must be entered into Online Banking to identify you.
Daily Payment Limit means the maximum amount you can pay per day across all accounts accessible through Online Banking
Direct Entry facility is a transaction service that a business may hold, that enables the exchange and settlement of bulk electronic Direct Debit and/or Direct Credit transactions, between participating financial institutions, using APCA’s Bulk Electronic Clearing System (BECS). Each facility will be issued with its own Direct Entry User ID and User Preferred Specification (UPS) name to enable processing.
External Accounts allows you to view through Online Banking information from your online accounts with a range of external providers or institutions, including financial institutions and frequent flyer programs.
Feature means an activity or task that can completed through Online Banking that can be assigned to a User (for example create a Pay Anyone payment)
Financial Position (previously known as Balance Sheet) allows you to create an indicative financial statement by organising the Online Banking information from your Accounts, including any balances from your External Accounts and any other information you choose to enter.
Foreign Currency Rate Sheet Limit means the maximum value of an International Payment which can be accepted immediately after being informed of the indicative foreign exchange rate. The Foreign Currency Rate Sheet Limit is subject to change and appears in the 'International Payments' section in the Help centre.
Global Currency Card means the reloadable prepaid Visa branded card issued by Cuscal Limited ABN 95 087 822 455 AFSL 244116 and is serviced by Rev Australia Pty Limited ABN 91 117 378 953 AFSL 401610.
Help centre means the information contained under the the "?" icon or “Learn more” links found on the page in Online Banking.
Identifier means information that a User or Administrator knows and must provide to perform a transaction in Online Banking but is not required to be kept secret.
Joint Account On-share Authority means a form on which an Account holder authorises the owner of a Network to share their Account(s) within the owner's Network.
LitePay International means an international payment made through the LitePay International service in Online Banking or Mobile Banking.
Maximum No Device Limit means the maximum available Daily Payment Limit if you do not have a Security device. For individual customers, the maximum No Device Limit is $1,500. For business customers, the Maximum No Device Limit is subject to change and appears in the 'What's a Daily Payment Limit?' section in the Help centre.
Mistaken Internet Payment means a payment, other than one made using BPAY, by an individual through a 'Pay Anyone' or 'Pay to Mobile' internet banking facility and processed through direct entry where the funds are paid into the account of an unintended recipient because the user enters or selects a BSB number and/or identifier that does not belong to the intended recipient as a result of the individual's error or the individual being advised of the wrong BSB number and/or identifier.
Mobile Banking means an internet service designed for our customers to access certain Online Banking services through a Mobile device. Different services are presented depending on whether the Mobile device is a mobile phone (Westpac Mobile Banking) or a tablet (Westpac Tablet Banking) or other devices that you use to access Online Banking. Services may be offered through an internet website, or through a computer application you may choose to install on your Mobile device.
Mobile device means a mobile phone that is able to access Westpac Mobile Banking, a tablet device that is able to access Westpac Tablet Banking, or another type of personal electronic device as described in the Help centre that is able to access specific Online Banking services. Details of supported operating systems are available at www.westpac.com.au Your Mobile device may also be the Mobile phone you register to receive Westpac Protect SMS Codes or use Pay to Mobile.
Mobile passcode means a confidential number or alphanumeric that can be used to sign in to Mobile Banking on a Mobile device after you’ve signed in first using your Customer ID and Password.
Mobile phone means, if you’re registered for Westpac Protect SMS Code, the device with the number that is registered to receive Westpac Protect SMS Codes by SMS; and if you're using Pay to Mobile, the device with the Australian number that is used for the service. Your Mobile phone may also be used as a Mobile device for Mobile Banking.
Network means the authorising of Users to access Accounts available through your Online Banking and includes a Business Network and Personal Network, unless otherwise specified.
Online Banking means the online banking service registered in the name of an individual to manage their banking online, and Online Banking for business unless the context specifies otherwise.
Online Banking for business means the online banking service registered in the name of an organisation to manage their business banking online.
Password means a confidential alphanumeric containing 6 characters. When used with your Customer number it gives access to Online Banking.
Pay to Mobile Payee means the intended recipient to receive a payment from you as payer by you providing us their Australian mobile phone number. You are a Pay to Mobile Payee when you are the intended recipient of a Pay to Mobile payment.
Payment including Pay Anyone and Pay to Mobile (as distinct from a BPAY payment) means a transfer of value from an account held with us to:
1. an account (other than yours) which is held with us
2. an account held at another Australian financial institution or an overseas financial institution that accepts such payments (which may be in a foreign currency) and includes a transfer to an account held by you at such institution
3. a credit card account held with us.
For Pay to Mobile, Payment can only be made to an Australian mobile phone number and not to an overseas mobile phone number or an overseas financial institution.
Payment Code means the code we create and allocate to you following an instruction from you that you wish to make a Pay to Mobile payment.
Profile means an Online Banking service that can be accessed by an User when then sign into Online Banking. A personal customer can be registered for their own Online Banking service, and may be added as a User to access a Network in someone else’s Online Banking.
Quick Balance is a feature in Mobile Banking to view the available balance of chosen Accounts on your Mobile device without having to sign in to Mobile Banking each time. To set up this feature you must sign in to Mobile Banking with your Customer ID and Password
Recurring payment means a Payment or BPAY payment of a fixed amount that you select to repeat at regular intervals.
Restricted BPAY biller means a BPAY biller that allows amounts to be withdrawn as cash, and some BPAY billers where there have been reports of possible fraud.
Security Code is an authorisation code that is generated by a Security device to authorise a transaction through Online Banking and includes Payment Code, Token Code or SMS Code.
Security device means the additional security device, or additional authentication steps required to approve certain transactions through Online Banking and includes a Payment Code, Token and Westpac Protect SMS Code.
Senior Approver is a User access level in a Business Network that authorises a User to approve tasks and payments alone for all Accounts and [features] the User is authorised to access.
Scheduled payment means a payment (including a BPAY payment) or a funds transfer that you request us to make at a later date.
SMS means the telecommunications "short message service" technology which may allow text messages to be sent to your Mobile phone.
St.George Banking Group means the Divisions of Westpac trading as St.George Bank, Bank of Melbourne and BankSA
Third Party Access Authority means a form on which an Account holder grants access to the owner of the Online Banking service for their Account to be added to the owner's Online Banking.
Token Code is an authorisation code that is generated by a Token to authorise a transaction through Online Banking.
Token is a physical device that generates a new unpredictable Token Code every sixty seconds.
User means the Account holder, or any other person authorised by the Account holder to operate on an Account through Online Banking, including an Administrator.
User administration is a self service administration service for Networks.
We, us or our means Westpac Banking Corporation ABN 33 007 457 141.
Westpac Live, Online Banking, and Westpac Online, means Westpac’s latest online banking service platform available at www.westpac.com.au including Mobile Banking and Tablet Banking unless specified otherwise.
Westpac Protect® SMS Code or SMS Code means an authorisation code sent by SMS to your Mobile phone to authorise a transaction through Online Banking.
Westpac Group means Westpac Banking Corporation and its related bodies corporate as defined in section 9 of the Corporations Act 2001.
You and your means the individual or organisation that holds the Online Banking service in their name and includes a User, where applicable.