Internet Banking Terms and Conditions
Important : On 16 January 2019 new Terms and Conditions for Internet Banking will take effect.
- The current Terms and Conditions are found below and are effective up until 15 January 2019
- Read the Terms and Conditions effective from 16 January 2019 or view a summary of the changes to the Terms and Conditions.
Internet Banking Terms and Conditions - 10 September 2018 to 15 January 2019
These Conditions apply to Internet Banking and your use of it. You must accept them:
- if you are reading this conditions within Internet Banking, by clicking on the "I accept these conditions" button at the bottom of this screen in order to register for or use Internet Banking or
- if you are completing an online application to open an Account (available only for some accounts), by ticking the ‘I have read and agree to the above’ box during the application process.
These Conditions (excluding clause 26 Online Cashback) are included as clause 23 in the Terms and Conditions for Suncorp Bank Accounts and for Continuing Credit Accounts and are repeated here for acceptance by you prior to registering for Internet Banking.
Your Secret Codes are important and must be kept secret. You may be liable for unauthorised transactions. See Clause 5, Clause 6, Clause 8, Clause 9 and Clause 10 for more details.
If any of your Secret Codes have become known to another person or you are concerned they have, please refer to Clause 5 for information on what you should do.
If you have any queries regarding Internet Banking or these Conditions, please call our Customer Service Team on 13 11 55. If your query relates to an Everyday Super Account, please call 1800 191 517. If your query relates to general insurance, life and income insurance please call 13 11 55.
Words in these Conditions in Capitals have a particular legal or banking meaning which is set out at the end of these Conditions in Clause 29.
Where applicable, the relevant provisions of the Code of Banking Practice (COBP) and the ePayments Code apply to this service.
The COBP and ePayments Code do not apply in relation to Everyday Super Accounts, except to a contribution from a Suncorp Bank Account to an Everyday Super Account, which is processed as a Bpay payment.
The COBP and ePayments Code do not apply to Suncorp Insurance or Suncorp Life Insurance however, they will apply to your Internet Banking when you access it through My Suncorp using your Insurance Password, which will be a Secret Code for the purposes of these Internet Banking Terms and Conditions if you choose to link your OneSuncorp profile to your Internet Banking.
These Conditions apply to Internet Banking and Internet Banking Transactions. All the other terms and Conditions that apply to your accounts still apply, including if applicable the Terms and Conditions for Suncorp Accounts and other particular Conditions that Suncorp Bank has given to you in writing. If there are differences between these Conditions and any particular Conditions we give you, the particular Conditions apply. If there are differences between these Conditions and the Terms and Conditions for Suncorp Bank Accounts and Continuing Credit, these Conditions apply. You can obtain another copy of the Terms and Conditions for Suncorp Bank Accounts at any Suncorp Bank branch or by phoning 13 11 55. When you visit a Suncorp Group website page other than Internet Banking or the Internet Banking Transactions page, that page may be owned and operated by a different company in the Suncorp Group. It may have its own relevant online terms and conditions relevant to those products and product issuers which you may be deemed to have accepted by use, or be required to accept.
When you visit My Suncorp and choose to link your My Suncorp profile to your Internet Banking, these Conditions will also apply to your Insurance Password as it will become a Secret Code as defined under these Conditions.
2. Accepting these Conditions
You accept and agree to be bound by these Conditions by clicking on the "I accept these conditions" button at the bottom of this screen or when you register or logon to Internet Banking, which ever first occurs, or in the case of completing an online application to open an account, by ticking the ‘I have read and agree to the above’ box during the application process.
3. Registering for Internet Banking
A. Where you have to manually register for internet banking
In order to manually register for Internet Banking, you will need to have a TAC (Telephone Access Code) or temporary TAC. To get a temporary TAC to enable you to register for Internet Banking simply call 13 11 55. Once our staff has identified you, you will need to select a TAC or be provided a temporary TAC.
Your TAC or temporary TAC must be between 4 and 6 digits long. It cannot be:
- a numeric code that represents your date of birth
- your driver's license number
- a series of consecutive or the same numbers
Once you have a TAC or temporary TAC you can register for Internet Banking by going to the Suncorp Bank website. You will be required to enter either your TAC or temporary TAC and at least one of your Suncorp Bank account numbers or your Everyday Super Account number. You will then be asked to choose an Internet Banking Password (IBP) which will be used in the place of the TAC or temporary TAC in all subsequent Internet Banking Sessions.
B. Where you open a single Account online (available only for some accounts)
You will be automatically registered for Internet Banking as part of the online application process. The email address that you provide as part of the account application, and the selection of an Internet Banking Password (IBP) will be required to complete the automatic registration.
You will be asked to provide your email address and create your IBP in the personal details section of the online application.
Your IBP must follow the password requirements as outlined in the General requirements (Section C) below.
Your Internet Banking profile will not be created until you have fully completed the online application form.
Upon completing the online application, you will be given a Customer ID which will be emailed through to you and displayed on the confirmation page.
Once you have been provided with a Customer ID, you will be able to login to your Internet Banking profile, either by using the login button provided on the confirmation page, or by navigating to the Suncorp Bank website and clicking the login button in the top right corner.
C. General requirements
You will need at least one valid email address to register for Internet Banking. This will be used to communicate outcomes of your Transactions setup within Internet Banking.
Your IBP must be between 6 and 8 letters and/or numbers. It cannot be:
- a numeric code that represents your date of birth
- your driver's license number
- a series of consecutive or the same numbers
- an alphabetical code that is a recognisable part of your name
After you have successfully registered for Internet Banking you will be given your Customer ID. You must remember your Customer ID as you will need to use it each time you logon to Internet Banking along with your IBP.
We may require you to use an additional access device or code to operate Internet Banking.
You will also need to have access to Secure Computer Equipment with Suitable Software. By accepting these Conditions you certify to us that you are only attempting to gain access to Internet Banking using Secure Computer Equipment with Suitable Software.
We will make best efforts to render support to customers using Suitable Software should it be required however, Suitable Software from some vendors will be more difficult to support and may result in us offering general advice only.
Refer to the Internet Banking screen called Internet Banking Requirements for details. By accepting these Conditions you certify to us that you are only attempting to gain access to Internet Banking using a computer with Suitable Software.
We are not liable for any loss, damage or consequential loss or damage if you use or attempt to access Internet Banking without using Suitable Software.
4. ePayments Code
Where you are an individual, the ePayments Code applies to the following transactions provided by us, each of which is an ePayments Transaction:
- electronic card transactions, including ATM, EFTPOS, credit card and debit card transactions that are not intended to be authenticated by comparing a manual signature with a specimen signature,
- Telephone Banking and bill payment transactions,
- internet banking transactions, including by way of External Transfer,
- online transactions performed using a card number and expiry date,
- online bill payments (including BPAY®),
- transactions using facilities with contactless features and prepaid cards, not intended to be authenticated by comparing a manual signature with a specimen signature,
- direct debits,
- transactions using mobile devices,
- mail order transactions not intended to be authenticated by comparing a manual signature with a specimen signature, and
- any other transaction specified by the Australian Securities & Investments Commission.
We will comply with the ePayments Code where it applies.
We agree to follow the rules of the ePayments Code for ePayments Transactions made in Australia and we give you a warranty that we will do so.
This does not apply to:
- an Account that is designed primarily for use by a business, and established primarily for business purposes, or
- a facility where you and Suncorp Bank do not have a contractual relationship.
It also does not apply in relation to Everyday Super Accounts, other than a contribution from a Suncorp Bank account to an Everyday Super Account, which is processed as a Bpay payment.
It does not apply in relation to Suncorp Insurance or Suncorp Life Insurance however, if you choose to access Internet Banking from My Suncorp, your Insurance Password will become a Secret Code for the purposes of these Internet Banking Terms and Conditions and it will apply to your Internet Banking when you access it through My Suncorp and the ePayments Code will apply to all ePayments transactions listed above. Further, you will need to ensure that your Insurance Password meets the requirements of these Internet Banking Terms and Conditions.
5. Your Secret Codes
Your Secret Codes are the key to accessing Internet Banking, your Secret Codes are valuable and should be kept secret. This includes Secret Codes such as your TAC, Customer ID, Internet Banking Password, Insurance Password, External Transfer Password or Security Token Code.
If we allow you to select your Secret Code, you should not select a numeric code that represents your date of birth, a series of consecutive or the same numbers of your driver's licence number or an alphabetical code that is a recognisable part of your name.
You will agree to tell us quickly and without delay by telephone by calling our Hotline number which is available 24 hours a day on 1800 775 020 if you think someone knows any of your Secret Codes.
6. Your Secret Code Security Requirements
You must not voluntarily disclose one or more of your Secret Codes to anyone, including a family member or friend.
You can record your Secret Codes to help you remember them but they must be reasonably disguised. You should NOT:
- put any Secret Code on your Card even if you disguise it;
- reverse the order of the Secret Code;
- say a disguised number is your Secret Code;
- disguise your Secret Code as a telephone number;
- replace your Secret Code with letters (eg. A=1, B=2, C=3);
- write numbers that contain the same sequence of numbers as your Secret Code;
- record it on any secure computing equipment where it can easily be retrieved
- keep a record of it in close proximity to where it can be obtained with the access method (for example next to your secure computing equipment) unless you make a reasonable attempt to protect the security of the Secret Code; or
- where a Device is not needed to perform an ePayments Transaction keep a written record of all Secret Codes required to perform ePayments Transactions on one or more articles liable to be lost or stolen simultaneously, without making a reasonable attempt to protect the security of the Secret Code(s).
These are only examples. There are other ways that you should not use to disguise Secret Codes so as to make your Secret Codes obvious to another person.
Your liability for losses arising from an unauthorised transaction will be determined under the ePayments Code (refer to clause 8 to clause 9 of these Terms and Conditions).
7. Daily Limits
Your daily limit is a security measure to limit the amount of money that can be transferred from any of your accounts. Your default daily limit will be $5,000 unless we agree otherwise. We may vary the default limit at any time and provide at least 30 days notice of the change.
Daily limits apply to External Transfers, Online Telegraphic Transfers, Business Payments, BPay® and for funds transferred using the "Other Suncorp Account" transfer type. Funds transferred to any of your Suncorp Bank accounts using the "My Account" transfer type (whether you hold these accounts alone or with others), will not be included in the daily limit. In addition, personal contributions from any of your Suncorp Bank accounts to your Everyday Super Account using the "Superannuation Contribution" function in Internet Banking, will not be included in the daily limit.
The total of all Business Payments, External Transfers, Online Telegraphic Transfers, BPay® and transfers using the "Other Suncorp Account" transfer type on any given day from all of your accounts must be less than your daily limit. If you attempt to perform a Transaction that exceeds your daily limit, it may be rejected.
8. When You are Not Liable for Any Losses
An unauthorised transaction, that is a transaction you do not authorise, does not include any transaction carried out by you or by anyone performing a transaction with your knowledge and consent. you will not be liable for losses resulting from unauthorised transactions where it is clear that you have not contributed to the loss.
Where you do not authorise a transaction, you will not be responsible for losses which:
- are caused by fraudulent or negligent conduct of our staff or agents of ours or third parties involved in networking arrangements or merchants or their agents or employees;
- are losses relating to an Identifier, Device or Secret Code which is forged, faulty, expired, or cancelled;
- arise from a transaction which required the use of any Device and / or Secret Code that occurred before you received any Device and / or Secret Code or reissued Device and / or Secret Code;
- are caused by the same transaction being incorrectly debited more than once to the same Account;
- arise from unauthorised transactions performed after we have been informed that the Device has been misused, lost or stolen or the security of the Secret Code has been breached;
- arise from unauthorised transactions that can be made using an Identifier without a Secret Code or Device or can be made using a Device, or a Device and an Identifier, but does not require a Secret Code, if you do not unreasonably delay reporting the loss or theft of the Device; and / or
- are losses which occur while our processes are unavailable, provided that a report is made within a reasonable time of the process again becoming generally available.
9. When You are Liable for Losses
You will be liable for losses resulting from transactions which are carried out by you or by another person with your knowledge and consent.
Where we can prove on the balance of probability that you have contributed to a loss through fraud, or breaching the Secret Code security requirements in clause 3, clause 5, clause 6 and / or clause 10:
You are liable in full for the actual losses that occur before the loss, theft or misuse of a Device or breach of Secret Code security is reported to us, but
You are not liable for the portion of losses:
- incurred on any one day that exceeds any applicable daily transaction limit,
- incurred in any period that exceeds any applicable periodic transaction limit,
- that exceeds the balance on the Account, including any pre-arranged credit, or
- incurred on any Account that we and you had not agreed could be accessed using the Device or Identifier and/or Secret Code used to perform the transaction.
- more than one Secret Code is required to perform a transaction, and
- we prove that you breached the Secret Code security requirements in clause 3, clause 5, clause 6 and / or clause 10 for one or more of the required Secret Codes, but not all of the required Secret Codes,
You are liable as outlined above only if we prove on the balance of probability that the breach of the Secret Code security requirements under clause 3, clause 5, clause 6 and / or clause 10 was more than 50% responsible for the losses, when assessed together with all the contributing causes.
You are liable for losses arising from unauthorised transactions that occur because you contributed to losses by leaving a Card in an ATM, as long as the ATM incorporates reasonable safety standards that mitigate the risk of a card being left in the ATM.
Where we can prove, on the balance of probability, that you contributed to losses resulting from an unauthorised transaction by unreasonably delaying reporting the misuse, loss or theft of a Device, or that the security of all Secret Codes has been breached, you:
- are liable for the actual losses that occur between:
- when you became aware of the security compromise, or should reasonably have become aware in the case of a lost or stolen Device, and
- when the security compromise was reported to us, but
- are not liable for any portion of the losses:
- incurred on any one day that exceeds any applicable daily transaction limit,
- incurred in any period that exceeds any applicable periodic transaction limit,
- that exceeds the balance on the Account, including any pre-arranged credit, or
- incurred on any Account that we and you had not agreed could be accessed using the Device and/or Secret Code used to perform the transaction.
Where a Secret Code was required to perform the unauthorised transactions, and the other circumstances outlined in this clause above do not apply, you are liable for the least of:
- $150.00, or a lower figure determined by us;
- the balance of the Account or Accounts which we and you have agreed may be accessed using the Device and / or Secret Code, including any prearranged credit; or
- the actual loss at the time the misuse, loss or theft of a Device or breach of the Secret Code security is reported to us, excluding that portion of the losses incurred on any one day which exceeds any relevant daily transaction limit or any other periodic transaction limit.
We, or our external dispute resolution body, have a discretion to reduce your liability in the circumstances set out in the ePayments Code.
If you report an unauthorised transaction on a debit card Account:
- we must not hold you liable for losses under this clause for an amount greater than the liability of you if we exercised any rights we had under the rules of the card scheme at the time the report was made, against other parties to the scheme (for example, charge-back rights), and
- this clause does not require us to exercise any rights we may have under the rules of the card scheme. However, we cannot hold you liable under this clause for a greater amount than would apply if we had exercised those rights.
10. Our requirements of you to protect your account against unauthorised transactions
- never voluntarily disclose or give your Secret Codes or any other access method or Secret Code to anyone, including a family member or friend; or
- where the access method uses a Security Token or other device, not indicate one or more of the Secret Codes on the outside of the device, or keep a record of one or more of the Secret Codes (without making any reasonable attempt to protect the security of the Secret Code records) on the one article, or on several articles, carried with the device or liable to loss or theft simultaneously with the device; or
- where the access method comprises a Secret Code or Secret Codes without a device, not keep a record of all the Secret Codes (without making any reasonable attempt to protect the security of the Secret Code records) on the one article, or on several articles so that they are liable to loss or theft simultaneously; or
- where we permit you to select or change a Secret Code (and, immediately before your selection or change of the Secret Code, we specifically instruct you not to select a numeric Secret Code which represents your birth date or an alphabetical Secret Code which is a recognisable part of your name and we warn you of the consequences of such a selection) not select such a numeric or alphabetical Secret Code; or
- not act with extreme carelessness in failing to protect the security of all the Secret Codes.
For the purposes of this clause, a reasonable attempt to protect the security of a Secret Code record includes either or both of:
- making any reasonable attempt to disguise the Secret Codes within the record;
- taking reasonable steps to prevent unauthorised access to the Secret Code record.
Notwithstanding the Conditions for the purposes of determining your liability for any losses resulting from unauthorised transactions using an electronic device and an access method we will comply with the requirements of the ePayments Code (except where the ePayments Code does not apply).
11. Using Internet Banking
We are not responsible for the operation of any Secure Computer Equipment or electronic system (other than our systems) you use to transact using Internet Banking or the operation of any telephone system.
We can cancel or suspend your access to Internet Banking or any function or service incorporated in Internet Banking at any time. If we do this, we will tell you in writing as soon as possible. We can also delay or refuse to process your instructions.
Internet Banking instructions requiring transfer of funds (including BPAY bill payments) may not be carried out if you do not have enough cleared funds in the relevant account. We will notify you on screen if this occurs while attempting to perform an immediate transaction. We will notify you by Secure Message if this occurs if you have attempted to perform a future dated or recurring transfer or a transfer which requires two authorisations.
If you give us instructions for more than one transfer and/or bill payment and/or business payment on a particular date, we will determine the order in which the payments are made on that day.
12. Electronic Communication
In accepting these Conditions you agree that we can provide you with any information required to be given to you by law or any code including the Code of Banking Practice and ePayments Codes; as well as non-marketing communications, by electronic communication, unless any law or code requires otherwise.
In accepting these Conditions you agree that we and any related companies that use the Suncorp brand can contact you by email about news, special offers, products and services that may be of interest to you. We will engage in marketing unless you tell us otherwise. You can change your marketing preferences at any time.
13. Account Information
Information provided by Internet Banking about your Account relates to transactions that we have processed and verified. Your Internet Banking transactions will be processed in the normal course of business or at the times we tell you.
We are not responsible for delays, errors, inaccuracies, or omissions due to failure in any Secure Computer Equipment, the Telephone Banking network, any telephone system, any other electronic system or ancillary equipment or any other circumstances beyond our control.
14. Security Token
Where your daily limit is over the default daily limit, you must be issued with a Security Token, unless we agree otherwise. You cannot cancel your Security Token.
Where your daily limit is the default daily limit or less, you can choose to have a Security Token issued to you. You can also choose to cancel your Security Token at any time by contacting us where your daily limit is the default daily limit or less.
To conduct an Online Telegraphic Transfer you must be issued with a Security Token even if your daily limit is the default daily limit or less.
A fee is payable for the issue of each Physical Security Token.
If you have been issued with a Security Token, you must use the Security Token Code displayed on the Security Token at the relevant time, to log in to Internet Banking and to perform External Transfers, Online Telegraphic Transfer and Business Payments.
You must keep your Physical Security Token safe and secure and advise us immediately if it is lost, stolen or misused. If it is lost, stolen or misused, we can cancel it and issue you with a temporary Security Token Code which is to be used for a limited period until we issue you with a new Physical Security Token.
The Physical Security Token will expire approximately 5 years from the time it is issued to you. The expiry date of the Physical Security Token can be found on the back of the device. We will notify you 90 days before the Physical Security Token is due to expire in order for you to order a replacement Physical Security Token via Internet Banking.
Where your Security Token expires or is deactivated, and your daily limit is above the default daily limit, we may reduce your daily limit to the default daily limit until a new Security Token is activated and you request the limit to be increased.
Suncorp Bank is a member of the BPAY Scheme. This means that you can ask us to make payments on your behalf to registered BPAY Billers from any account which allows for BPAY payments.
The terms and conditions that apply to BPAY are found in these Terms and Conditions. You can obtain an additional copy from any Suncorp Bank Branch or by phoning 13 11 55.
16. Particular conditions applying to bill payments via Internet banking
If your instruction to make a bill payment using BPAY is made before 6:00p.m. Australian Eastern Standard Time on a Business Day, it will in most cases be treated as having been made on that same day or on the date in the future that you specify. Where your instructions are received after 6:00p.m. Australian Eastern Standard Time, in most cases the payment will be treated as having been made on the next Business Day or on the date in the future that you specify.
A payment may take longer to be credited to a Biller under the BPAY Scheme if we receive your instruction on a day other than a Business Day or if another participant in the BPAY Scheme does not process a payment as soon as they receive it.
You need to allow sufficient time for processing of bill payments.
17. External Transfers and Online Telegraphic Transfer
We will only agree to process a transfer of funds from an Account to an external financial institution or to an overseas bank account held with an external financial institution via Global Payments, if you accept and comply with the particular conditions for External Transfers and Online Telegraphic Transfers. The Conditions for External Transfers require you to use an External Transfer Password (ETP) or a Security Token to perform an External Transfer through the Internet Banking service. If you have been issued with a Security Token, you must use the Security Token Code instead of an ETP. The Conditions for Online Telegraphic Transfers require you to use a Security Token to perform an Online Telegraphic Transfer. Daily Limits apply.
18. Business Payments
To use the Business Payment Credit function within Internet Banking you must:
- Have an eligible business account
- Be registered for Internet Banking
- Have been issued with an External Transfer Password or a Security Token to enable transfer of funds to accounts with other institutions
- Have an APCA ID that has been issued by Suncorp Bank (Australian Payments Clearing Association Identification which entitles you to be a registered user of the Bulk Electronic Clearing System).
To use the Business Payment Debit function within Internet Banking you must:
- Have an eligible business account
- Be registered for Internet Banking
- Be approved by Suncorp Bank as a Suncorp Bank Direct Debit User
- Have an APCA ID that has been issued by Suncorp Bank
- Comply with any additional requirements provided to you when approved as a Suncorp Bank Direct Debit User.
A separate APCA ID is required for Business Payment Credit and Business Payment Debit. You can apply to us for an APCA ID.
If your instructions to make a business payment credit using the Internet Banking service is made before 5:30 p.m. Australian Eastern Standard Time on a Business Day, it will in most cases be treated as having been made on that same day or on the date in the future that you specify. Where your instructions are received after 5:30 p.m. Australian Eastern Standard Time, in most cases the payment will be treated as having been made on the next Business Day or on the date in the future that you specify.
A payment may take longer to be credited to an account at another financial institution if we receive your instructions on a day other than a Business Day or if the other financial institution does not process a payment as soon as they receive it.
Business payment debits rely on processing by other financial institutions and we cannot advise when these payments will be processed to your customers account.
You need to allow sufficient time for processing of business payments.
Daily, account and personal limits may apply to business payment credit files. Period, file and Transaction limits will apply to business payment debit files. Details of these limits and full terms and Conditions relating to business payments can be obtained from any Suncorp Bank branch, by contacting us on 13 11 55 or by referring to your Suncorp Bank Business Account Product Information Document.
19. WARNING - Transfers, External Transfers, Online Telegraphic Transfers and Business Payments
We are not responsible for any loss suffered if the account numbers, B.S.B., Bank Codes or amounts of Transactions you authorise are incorrect or invalid or if you authorise Transactions more than once in error.
The account name of the account funds are being transferred to will not be used by us when transferring funds.
Funds will be transferred to the account number provided regardless of whether the account name matches the account number. You must ensure the account number is correct.
You must check the details of each External Transfer, Online Telegraphic Transfer and each Transaction in a business payment and ensure that the accounts, B.S.B., Bank Codes and amounts are correct. All details of Online Telegraphic Transfers must be checked before submitting.
Once you authorise Transactions to be processed generally we will not be able to stop, withdraw, suspend or delete the transfer, change any details or recover the funds.
If a transfer cannot be processed by the receiving financial institution, the funds will be returned to your account. This may take approximately 3 days but can take longer depending on the other financial institution.
Accounts with signing instructions of "any two signatories to sign" to authorise a Transaction can use the Internet Banking service, except for an online Telegraphic Transfer.
Once a Transaction has been set up by a signatory it will await approval within Internet Banking from the second account signatory. The Transaction can also be approved from Mobile Banking. The Transaction will not be successfully processed until it has been authorised by two signatories. If a Transaction is still awaiting approval on the next payment date you requested, it will not be processed and will be deleted from Internet Banking.
Where there are multiple signatories on an account, the authorisation of any (2) two will be accepted and the Transaction processed.
Appropriate signatories will be advised on the Internet Banking homepage of any Transactions awaiting approval within Internet Banking.
For Business Payments, any Transactions awaiting approval from a second signatory 14 days after the Transaction was set up, will not be processed and will be deleted.
21. View Only Access
If you ask us and we agree, we can provide Internet Banking access to various accounts limited to "view only" access.
View only access means you can authorise a person to view transactional information, customer information and statement requests only. This does not allow the person to perform any type of debit Transaction, open or close the account, or make any changes to information on the account other than their own information.
When we agree to provide view only access you also authorise that person to view transactional information, customer information and statement requests via any of our branches.
22. Problems with Internet Banking
If you think there has been a mistake or a Transaction you did not authorise, you must phone us immediately on 13 11 55 and follow up with details in writing or by Secure Message. Your concerns or any problems will be investigated in the manner outlined in these Terms and Conditions.
To assist in obtaining a prompt resolution to the problem, please give us clear instructions as to the account number and Biller codes of any person or Biller involved in the problem and provide any supporting documentation which will assist in our investigation.
Fees apply for External Transfers, Online Telegraphic Transfer, business payments and Security Tokens.
Government fees and charges, and standard account and Transaction fees still apply. Full details of fees and charges are available from any Suncorp Branch, or by phoning 13 11 55.
We can introduce new fees and charges and change fees and charges that apply to Internet Banking, at any time. Where we have to give you notice of any new fees or charges we will do so.
We can change these Conditions and particular Conditions at any time. We will notify you of these changes where we are required to do so by law. You will be notified of any new fees and charges 30 days before they are introduced. New services will generally be advertised in national newspapers on or before the day they are implemented.
At any time we may restrict the types of accounts that can use Internet Banking or we may change or restrict your use of or access to Internet Banking by any Secure Computer Equipment. In addition, we may restrict the availability of some Internet Banking functions (eg BPAY, External Transfers, Online Telegraphic Transfers, Business Payments) to particular types of accounts or Secure Computer Equipment.
26. Online Cashback
You can only access Online Cashback where:
- you have a loan with Suncorp Bank;
- your loan contract provides you can access Cashback; and
- all borrowers under your loan contract have satisfied any additional requirements of Suncorp Bank from time to time, that must be met before Suncorp Bank will allow you access to Online Cashback.
You can contact us on 13 11 55 to find out if you can access Cashback and to find out any additional requirements that must be satisfied before you will be allowed access to Online Cashback.
Suncorp Bank may refuse to allow you access to Online Cashback, even where Suncorp Bank's requirements have been satisfied.
Online Cashback will generally be available during business hours in Brisbane and may be available during other hours subject to Suncorp Bank's processing requirements. When you select Online Cashback, a message will advise you if it is not available.
At any time Suncorp Bank can withdraw your access to Online Cashback or limit the functions that can be performed using Online Cashback, without providing a reason.
Access to Online Cashback is subject to:
- the terms and conditions of your loan contract;
- these Conditions; and
- any particular terms and conditions that you have agreed to before Suncorp Bank will provide you with access to Online Cashback.
Only immediate Transactions can be performed using Online Cashback. Future dated or recurring Transactions are not available.
Funds can only be transferred to another account and Suncorp Bank may at any time limit the accounts to which funds can be transferred. External transfers cannot be performed using Online Cashback.
The amount of funds that can be accessed through Online Cashback is called Available Cashback and is displayed on Account Details screen. You cannot access more than this amount through Online Cashback. In addition, there is a maximum limit of $99,999.00 for each Online Cashback Transaction.
Fees may apply for using Online Cashback. Full details can be obtained from your loan contract or by contacting us on 13 11 55.
You can continue to access Cashback in any other way permitted by Suncorp Bank, in accordance with your loan contract. For example, you can go to a branch to access Cashback.
You or any other borrower under your loan contract can request the cancellation of Online Cashback at any time in writing, by contacting us on 13 11 55, by going to a branch or by sending us a Secure Message. If you then wish to access Online Cashback again, you and all other borrowers under your loan contract will need to once more satisfy any additional requirements of Suncorp Bank from time to time, that must be met before Suncorp Bank will allow you access to Online Cashback.
27. Products provided by other Suncorp Group Companies
Suncorp Bank is not liable for, nor responsible for, and does not guarantee:
- Everyday Super Accounts;
- Suncorp Insurance products;
- Suncorp Life Insurance products,
These Products are not bank deposit products.
Suncorp Bank does not provide, nor is responsible or liable for information or the accuracy of the account, any other information (whether general or specific) or any Transactions in relation to any of these Products whether that information is accessible via the Internet Banking application or the relevant product issuer pages at the website www.suncorp.com.au.
a. Everyday Super
Everyday Super Accounts are provided by Suncorp Portfolio Services Limited ABN 61 063 427 958 (SPSL).
Where the balance of an Everyday Super Account is displayed in Internet Banking, this balance is provided by SPSL as at the close of business each Business Day.
Account and other information relating to Everyday Super Accounts generally or to a specific Everyday Super Account, is provided by SPSL. Where you click on any link relating to Everyday Super Accounts (including clicking on a fund name for a specific Everyday Super Account, "Find out More" or "How to Apply"), you will be redirected to the relevant Suncorp Everyday Super website pages, which are provided by SPSL.
Where you make a personal contribution from a Suncorp Bank account to an Everyday Super Account using the "Superannuation Contribution" function in Internet Banking, this contribution will be processed as a Bpay payment. If you have any queries in relation to making a contribution, you should contact SPSL by phoning 1800 191 517, before making the contribution.
b. Suncorp Insurance Products
Suncorp Insurance products are issued by AAI Limited ABN 48 005 297 807 trading as Suncorp Insurance.
Account and other information relating to Suncorp Insurance products generally or to a specific Suncorp Insurance product, is provided by Suncorp Insurance. Where you click on any link relating to Suncorp Insurance products (including clicking on "Learn More" or "Insurance" for Suncorp Insurance products, "Home and Contents", "Car Insurance", "Compulsory Third Party", "My Suncorp", or "Find my policy number"), you will be redirected to the relevant Suncorp Insurance website pages, which are provided by Suncorp Insurance.
c. Suncorp Life Insurance Products
Suncorp Life Insurance products are issued by Suncorp Life & Superannuation Limited ABN 87 073 979 530, AFSL 229 880 (SLSL), and AAI Limited ABN 48 005 297 807, AFSL 230859 (AAI), who only issues the redundancy benefit. Suncorp Life Insurance products are distributed by Suncorp Financial Services Pty Ltd ABN 50 010 844 621, AFSL 229885 (SFS).
Account and other information relating to Suncorp Life Insurance products generally or to a specific Suncorp Life Insurance products, are provided by SLSL or SFS. Where you click on any link relating to Suncorp Life Insurance products(including clicking on "Learn More" or "Insurance" for Suncorp Life Insurance products, and "Life and Income Protection") you will be redirected to the relevant Suncorp Insurance website pages, which are provided by SLSL and SFS.
d. Contacting other Suncorp Group companies
If you have any dispute, complaint or query in relation to a Product, the website or any information about a Product you need to contact the responsible product issuer or distributor:
For an Everyday Super Account (other than in relation to a contribution made from a Suncorp Bank account to an Everyday Super Account), SPSL should be contacted by phoning 1800 191 517;
For a Suncorp Insurance product, Suncorp Insurance should be contacted by phoning 13 11 55; or
For a Suncorp Life Insurance product SFS should be contacted by phoning 13 11 55.
Suncorp Bank is not responsible for any dispute, complaint or query and if one is received by Suncorp Bank it will pass it onto the relevant product issuer or distributor.
28. Mistaken Internet Payments
When the ePayments Code applies to a transaction made through an internet banking facility, we are bound by and follow the rules of the ePayments Code in relation to Mistaken Internet Payments. Other ADIs who have subscribed to the ePayments Code are required to follow the same processes. These processes do not apply to transactions where the ‘Pay Anyone' internet banking service used is a service designed primarily for use by a business and established primarily for business purposes.
This clause sets out how we will deal with Mistaken Internet Payments made by you and Mistaken Internet Payments received into your Account. You agree to us dealing with Mistaken Internet Payments in this way.
Reporting a Mistaken Internet Payment
You must report a Mistaken Internet Payment as soon as possible. You can report a Mistaken Internet Payment by:
- contacting us on 13 11 55 within Australia;
- contacting us on 617 3362 2222, if overseas; or
- visiting our branches.
You must give us full details of the transaction you are querying. We may require further information from you to investigate.
When you report a Mistaken Internet Payment we will 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.
When You Have Made a Mistaken Internet Payment
When you report a Mistaken Internet Payment to us, we as the Sending ADI, will investigate whether a Mistaken Internet Payment has occurred. We will require certain information to enable us to undertake that investigation, such as the BSB and Account number into which the Mistaken Internet Payment was made, the name of the party or the intended recipient and any further information you may have evidencing the mistake. We will contact you if we require further information.
If we are not satisfied that a Mistaken Internet Payment has occurred, we will not take any further action.
If we are satisfied that a Mistaken Internet Payment has occurred, we will send the Receiving ADI a request for the return of the funds. The Receiving ADI is required to acknowledge this request within 5 Business Days and advise us whether there are sufficient funds in the Account of the Unintended Recipient to cover the Mistaken Internet Payment.
The Receiving ADI will also investigate. If the Receiving ADI is not satisfied that a Mistaken Internet Payment has occurred, they will not return the funds.
We must inform you of the outcome of the reported Mistaken Internet Payment in writing and within 30 Business Days of the day on which you reported the Mistaken Internet Payment to us.
If the Receiving ADI returns the funds to us we will return the funds to you as soon as practicable. Usually, we will return funds to you by crediting the Account from which the Mistaken Internet Payment was made. If you no longer have an Account with us, or if it is not practicable to credit the returned funds to that Account, we will return funds to you by some other means.
Where we and the Receiving ADI are satisfied that a Mistaken Internet Payment has occurred, but there are not sufficient credit funds available in the Account of the Unintended Recipient to the full value of the Mistaken Internet Payment, the Receiving ADI must use reasonable endeavours to retrieve the funds from the Unintended Recipient for return to you (for example, by facilitating repayment of the funds by the Unintended Recipient by instalments).
When a Mistaken Internet Payment Is Made Into Your Account
When a Sending ADI sends a request to us, as Receiving ADI, of a Mistaken Internet Payment having been made into your Account, we will within 5 Business Days acknowledge that request and advise the Sending ADI whether there are sufficient funds in your Account to cover the Mistaken Internet Payment.
We will investigate whether a Mistaken Internet Payment has occurred.
If we are not satisfied that a Mistaken Internet Payment has occurred, we are not required to take any further action but we may seek your consent to return the funds.
If we are satisfied that a Mistaken Internet Payment has occurred, we will take action as follows:
(a) Process where funds are available and report is made within 10 Business Days
If a Mistaken Internet Payment is reported within 10 Business Days after the payment is made, we are satisfied that a Mistaken Internet Payment has occurred, and there are sufficient funds in your Account, we will withdraw the funds from your Account and arrange for the return of the funds to the Sending ADI within 10 Business Days.
(b) Process where funds are available and report is made within 10 Business Days and 7 months
If a Mistaken Internet Payment is reported between 10 Business Days and 7 months after the payment is made, we are satisfied that a Mistaken Internet Payment has occurred, and there are sufficient funds in your Account, we will complete our investigation into the reported Mistaken Internet Payment within 10 Business Days of receiving the request. If we are satisfied that a Mistaken Internet Payment has occurred, we will place a hold on your Account to prevent you from withdrawing the amount of the funds for a further 10 Business Days and notify you that we will withdraw the funds if you do not establish that you are entitled to the funds within that 10 Business Day period. If you fail to establish your entitlement within 10 Business Days, we will return the funds to the Sending ADI within 2 Business Days of the end of that period.
(c) Process where funds are available and report is made after 7 months
If a Mistaken Internet Payment is reported more than 7 months after the payment is made, there are sufficient funds in your Account and we are satisfied that a Mistaken Internet Payment has occurred, we will ask you if you agree to the return of the funds to the sender. If you consent to the return of the funds we must return the funds to the sender.
(d) Process where funds are not available in Your Account
Where we and the Sending ADI are satisfied that a Mistaken Internet Payment has occurred, but there are not sufficient credit funds available in your Account to the full value of the Mistaken Internet Payment, then we must use reasonable endeavours to retrieve the funds from you for return to the sender (for example, by facilitating repayment of the funds by you by instalments).
In each case, if we are not satisfied that a Mistaken Internet Payment has occurred, we may (but are not obliged to) seek your consent to return the funds.
We can prevent you from withdrawing funds the subject of a Mistaken Internet Payment where we are required to do so to meet our obligations under the ePayments Code.
Centrelink Direct Credit Payments
Where the Unintended Recipient of a Mistaken Internet Payment is receiving income support payments from Centrelink, we will recover the funds from the Unintended Recipient in accordance with the Code of Operation for Centrelink Direct Credit Payments.
Complaints about Mistaken Internet Payments
If you report a Mistaken Internet Payment to us as Sending ADI and you are unhappy with our handling of the matter, you can make a complaint to us. Please refer to clause 1.7 of the Terms and Conditions for Suncorp Bank Accounts and for Continuing Credit Accounts in relation to making complaints. If a complaint is made to another ADI where we are the Receiving ADI, we must cooperate with the other ADI's dispute resolution scheme.
In these Conditions a reference to the singular include the plural and vice versa.
A reference to "we", "us" or "our" means Suncorp Bank.
A reference to "you" or "your" means each person separately and jointly who is an account owner or authorised to transact on an account.
In these Conditions words that are capitilised have the following meanings:
An "account" includes any of the following accounts with Suncorp Bank.
- a savings account
- term deposit
- a cheque or Card account
- an account which has a facility limit
- a loan account
- another account which we allow you to withdraw and deposit money
- a lease
- an equipment finance facility
- a guarantee facility
- It does not include an Everyday Super Account
"ADI" has the same meaning as authorised deposit-taking institution in the Banking Act 1959 (Cth) or any successor term adopted by the Australian Prudential Regulation Authority.
“App Passcode” means a 4 digit passcode you nominate to access your Account using our Mobile Phone App.
"Australian Eastern Standard Time" or “AEST” means the time in Brisbane, Australia.
"Business Day" means a day which is Monday to Friday excluding national public holidays.
"Bank Code" is similar to a BSB number and is used to identify financial institutions (Not all banks have a Bank Code)
"Card" means the Card we give you to use with or without your PIN at an electronic terminal and includes any debit or credit Card we give you.
"Cashback" is the process where Suncorp Bank re-lends to the borrower funds paid in advance, as provided in the relevant loan contract.
"Conditions" means these terms and conditions which apply to Internet Banking.
"Customer ID" means the secret number we give you that you are required to enter electronically in order to use Internet Banking.
"Device" means a device given by us to you that is used to perform an ePayments Transaction. Examples include:
- ATM or transaction card,
- debit card or credit card,
- prepaid card (including gift card),
- Security Token.
"ePayments Code" means the ePayments Code issued by Australian Securities & Investments Commission.
"ePayments Transaction" has the meaning provided for in clause 4.
"external financial institution" means a participating member of the Bulk Electronic Clearing System (B.E.C.S.) other than Suncorp Bank.
"External Transfer Password" or "ETP" means your External Transfer Password that we issue to you."External Transfer" means a transfer of funds to an account held with an external financial institution.
"Global Payments" means the system that processes Online Telegraphic Transfers (International Transfers) via Internet Banking.
"Identifier" means information that you know and must provide to perform an ePayments Transaction but which you are not required to keep secret (for example, an account number).
"Insurance Password" means your Insurance Password if and once you elect to link your Internet Banking to your One Suncorp profile.
"Internet Banking" means the service provided for our customers to manage their banking online.
"Internet Banking Session" means each period that you have logged on to Internet Banking to perform transactions. An Internet Banking Session finishes when you successfully trigger the "log-off button" on the Internet Banking screen or when the Internet Banking session closes.
"Internet Banking Password" or "IBP" means your Internet Banking Password chosen by you.
"Mistaken Internet Payment" means a payment using a ‘pay anyone' internet banking facility (for example, an external funds transfer) processed by an ADI through direct entry where funds are paid into the account of an Unintended Recipient because the transferor entered or selected a BSB number and/or Identifier that does not belong to the named and/or intended recipient as a result of:
- the transferor's error, or
- the transferor being advised of the wrong BSB number and/or Identifier.
- It does not include payments made using Bpay.
“Mobile Banking” means the internet service designed for our customers to access certain Internet Banking services through the Suncorp Bank App or the Suncorp App.
“Mobile Device Passcode” means anything required to unlock a mobile device including a password, passcode, pattern or biometric identifier (where applicable).
"Online Cashback" means Cashback available through Internet Banking.
"Online Telegraphic Transfer" means a Telegraphic Transfer sent via Global Payments
"Physical Security Token" means a small electronic device which generates a Security Token Code.
"PIN" means your Personal Identification Number you use to transact at Automatic Teller Machines or using EFTPOS.
"Receiving ADI" means an ADI which is a subscriber to the ePayments Code and whose customer has received an internet payment which you have reported as being a Mistaken Internet Payment.
"Secret Codes" is your PIN, Telephone Access Code, Internet Banking Password, Customer ID, App Passcode, Mobile Device Passcode, Security Token Code, Security Token Passcode, External Transfer Password or other particular Access Method we give you as your Secret Code.
"Secure Message" means an electronic mail message sent to us by you from within your secure Internet Banking Session, or by us to you to retrieve from within your secure Internet Banking Session.
"Security Token" means a small electronic device or a mobile application issued by Suncorp Bank or its related entity which generates a Security Token Code, and includes any temporary security token.
“Security Token Code” means the random code generated by a Security Token, which changes approximately every 60 seconds and includes any temporary Security Token Code that is issued by us under clause 14(e) of these conditions.
“Security Token Passcode” means a 6 digit passcode you nominate to access the Security Token mobile application.
"Secure Computer Equipment" includes set top boxes, computers, games consoles, televisions, mobile phones or any other equipment that may be used to access Internet Banking and you believe is managed and used in a secure way. This may include but is not limited to:
- installing reputable firewalls, anti-spam or anti-virus software;
- regularly installing vendor supplied security patches;
- limiting the installation of software from unknown sources;
- and requiring users of the computing equipment to follow secure computing equipment use guides. See our hints and tips for securing your computer for help.
"Sending ADI" means an ADI which is a subscriber to the ePayments Code and whose customer has made an internet payment which you have reported as being a Mistaken Internet Payment.
"Suitable Software" refers to versions of operating system, firewall, anti-spam, anti-virus and web browser software that is presently supported by the software vendor.
“Suncorp App” means the mobile application designed to provide customers with access to products and services offered by Suncorp Group Limited ABN 66 145 290 124, its subsidiaries, related companies, and other third party providers, available for download under the name “Suncorp App”.
"Suncorp Bank" means Suncorp-Metway Ltd ABN 66 010 831 722 its successors and assigns.
“Suncorp Bank App” means the mobile application that allows customers to engage in Electronic Transaction available for download under the name “Suncorp Bank”. Suncorp Bank App is not the Suncorp App.
"Suncorp Insurance" means the financial products issued by AAI Limited ABN 48 005 297 807 trading as Suncorp Insurance.
"Suncorp Life Insurance" means the financial products issued by Suncorp Life & Superannuation Limited ABN 87 073 979 530, AFSL 229 880, and AAI Limited ABN 48 005 297 807, AFSL 230859, who only issues the redundancy benefit and are distributed by Suncorp Financial Services Pty Ltd ABN 50 010 844 621, AFSL 229885.
"TAC" means your telephone access code.
"Telegraphic Transfer" means funds transfers sent electronically to an overseas bank account held with an external financial institution.
"Telephone Banking" means the telephone banking service provided by Suncorp Bank.
"temporary TAC" means your temporary telephone access code which enables you to register for Internet Banking (unless you are registering online).
"Transaction" means any transaction we allow to be performed or carried out using Internet Banking.
"Unintended Recipient" means the recipient of funds as a result of a Mistaken Internet Payment.
Suncorp-Metway Ltd ABN 66 010 831 722 AFSL 229882 Australian Credit Licence 229882