ANZ Online Saver Terms and Conditions document contains terms and conditions for the following: >...

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February 2008 ANZ Online Saver Terms and Conditions

Transcript of ANZ Online Saver Terms and Conditions document contains terms and conditions for the following: >...

February 2008

ANZ Online SaverTerms and Conditions

This document contains terms and conditions for the following:> ANZ Online Saver Account> ANZ Internet Banking> ANZ Phone Banking> ANZ Mobile Phone Banking> BPAY®

® Registered to BPAY Pty Ltd ABN 69 079 137 518

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Table of contentsSection 1. How to open an account 5

1.1 Account opening 5

1.2 Account enquiries 5

1.3 Tax File Number 5

1.4 Government charges 6

1.5 Joint Accounts 6

Section 2. Operating an ANZ account 6

2.1 Authority for account operation 6

2.2 Deposits 7

2.3 Withdrawing or transferring money 7

2.4 Processing of withdrawals and deposits 7

2.5 Payment procedures and insufficient funds 8

2.6 Changes to fees and charges, interest ratesand these terms and conditions 8

2.7 Interest 8

2.8 Interest calculations and payments 8

2.9 Provision of Credit 9

2.10 Statements 9

2.11 Privacy and confidentiality 9

2.12 Inactive accounts 11

2.13 Disruption to service 11

2.14 Problem resolution procedure 11

2.15 Anti-Money Laundering 12

Section 3. Electronic Banking 13

3.1 Electronic Banking 13

3.2 Lost and stolen Card and PIN for linked account/s 13

Section 4. Other things you need to know 13

4.1 Change of name and address by signatories 13

4.2 ANZ’s right to combine accounts 13

4.3 Closing your account 13

4.4 Benefits of ANZ 14

4.5 Over the phone servicing 14

Section 5. Bank Fees and Charges 15

Section 6. Electronic Banking Conditions of Use 15

Section 7. Postal Addresses 30

Section 8. Customer Enquiries 31

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IntroductionReferences to ANZ

In this Terms and Conditions document, ‘ANZ’ means Australiaand New Zealand Banking Group Limited ABN 11 005 357 522and its related entities.

Read your terms and conditions

You should read all the relevant terms and conditions that areprovided to you and ask ANZ about any issues that concern you.

If you have any questions or require further information aboutyour account, please call ANZ’s Customer Services Centre on13 13 14, 24 hours a day, 7 days a week.

Application of this document

If you have an existing account, this document will apply 30days after you receive notification of it. If ANZ has agreed withyou on the terms and conditions for your account that have afixed expiry date, then this document will only take effect onexpiry of that term.

If you are opening a new account this document will

apply immediately.

In addition to this document, other terms and conditions,including those implied by law, apply. To the extent permittedby law, this document shall prevail in the event of anyinconsistency. If the law implies terms and conditions whichcannot be excluded, ANZ’s liability under those implied termsand conditions will be limited to the maximum extentpermitted by law.

Code of Banking Practice

If you are an individual or a small business (as defined in theCode of Banking Practice) ANZ is bound by the Code of BankingPractice when it provides its products and services to you.

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Section 1 How to open an account1.1 Account opening

You may only open this account if you:

> are an individual of at least 16 years of age and you use your account wholly and exclusively for your private or domestic use;

> are the account holder of, or signatory to, at least one ANZ deposit account with Internet and/or Phone Bankingaccess; and

> have previously been identified by ANZ (by presenting 100 points of identification at an ANZ branch).

The reference to ‘ANZ deposit account’ includes ANZ AccessAdvantage, Access Select, Access Basic, Access Deeming, ANZProgress Saver, ANZ V2 PLUS, ANZ Premium Cash ManagementAccount, ANZ Everyday Visa Debit and Private Cash accounts.

The ANZ Online Saver account must be linked to your ANZdeposit account/s at all times.

Where the ANZ deposit account to which your account is linkedis a joint account, the signing authority for the joint accountmust indicate that either party is able to sign.

The ANZ Online Saver account may not be opened asa trust account.

1.2 Account enquiries

For all enquiries in relation to your ANZ Online Saver account,please contact ANZ’s Customer Services Centre on 13 13 14,24 hours a day, 7 days a week.

Please note that ANZ branches are unable to assist you withqueries in relation to this ANZ Online Saver account.

1.3 Tax File Number

Federal law provides that all accounts earning deposit interest ina tax year may be subject to Tax File Number (TFN) legislation.

It is not compulsory for you to provide your TFN. However, if you choose not to do so, ANZ is required to deductwithholding tax from any interest earned unless you are in an exempt category. Withholding tax is calculated atthe highest marginal tax rate plus the Medicare Levy.

ANZ will preserve the confidentiality of your TFN, which can berecorded for all your accounts, in accordance with the Privacy Act.

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1.4 Government charges

Government charges or duties, which are levied for accountactivity, are debited to your account and shown on youraccount statement. These charges may vary according to Stateor Territory.

For further information about any applicable Governmentcharges, please call ANZ on 13 13 14, 24 hours, 7 days.

1.5 Joint Accounts

Where your account is held jointly with one or more persons,the following shall apply:

• ANZ can send you notices, statements or other documentsincluding changes to these terms and conditions by mailingthem to any one of the account holders at their addressshown in ANZ’s records;

• if ANZ does this, you will be deemed to have received thenotice, statement or other document the day after it is sent;

• if ANZ gives these Terms and Conditions to any one of thejoint account holders, they will be considered to have beenreceived by all account holders; and

• if an account holder dies, ANZ will treat the balance of theaccount as owned by the surviving account holder(s).

Section 2Operating an ANZ account2.1 Authority for account operation

At the time of opening your ANZ Online Saver account, younominate the persons who are authorised to operate theaccount. Except where expressly provided, ANZ can act at alltimes on the basis that the authorised operator or operatorscan act fully and effectively in all dealings, matters andtransactions in respect of the account.

For ANZ Online Saver joint accounts, each signatory willbe able to operate (and enter into agreements to operate),the account alone. You cannot stipulate that more than onesignatory is required to authorise transactions.

You are responsible to ANZ for all liability that is incurred as aresult of operations on the account. If you hold your accountjointly with one or more other persons then each of you isjointly and severally responsible to ANZ for any liability.

If you wish to alter the account authorisation instructions thenyou must notify ANZ by calling 1800 670 522, 8.00am to

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8.00pm, Monday to Friday (AEST). In some cases ANZ mayrequire your notice in writing.

2.2 Deposits

You may make deposits to your account:

• by transferring funds from your linked ANZ deposit oraccount/s electronically using ANZ Internet Banking, ANZPhone Banking or ANZ Mobile Phone Banking; or

• by arranging an electronic credit via another financialinstitution; or

• by transferring funds electronically from your linked ANZdeposit or account/s using an ANZ ATM in Australia, if yourANZ Online Saver account is linked to your ANZ card.

2.3 Withdrawing or transferring money

You may withdraw money from your account:

• by transferring funds to your linked ANZ deposit oraccount/s electronically using ANZ Internet Banking,ANZ Phone Banking or ANZ Mobile Phone Banking; or

• by making BPAY® bill payments via ANZ Internet Banking,ANZ Phone Banking; or

• by transferring funds to non-ANZ bank accountselectronically via ANZ Internet Banking or ANZ Mobile PhoneBanking (M-Banking service only).

Please note, you may not withdraw money from your ANZ OnlineSaver account via electronic Direct Debit or Periodical Payment.

2.4 Processing of withdrawals and deposits

Generally, any transaction made on your ANZ account will beprocessed to your account on the same day, provided it ismade before the following times:

• 10pm Melbourne time Monday to Friday (excluding nationalpublic holidays) for funds transfers made through ANZInternet Banking, ANZ Phone Banking or ANZ Mobile PhoneBanking; and

• 6pm Sydney time on Banking Business Days (as defined insection 6 ‘Electronic Banking Conditions of Use’) whenusing BPAY®; and

• 4pm Melbourne time Monday to Friday (excluding nationalpublic holidays) for transfers made via ANZ ATMs.

Any transaction made after these cut-off times may beprocessed on the following Banking Business Day.

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2.5 Payment procedures and insufficient funds

ANZ reserves the right to pay transactions presented forpayment in any order that we choose.

2.6 Changes to fees and charges, interest rates and these

terms and conditions

The table below sets out how and when ANZ will notify you of changes to your account. You agree that ANZ may notify

you of certain changes by advertisement in major daily ornational newspapers.

ANZ may make the following changes:

2.7 Interest

Details of current interest rates applicable to your accountare available:

• by contacting the Rate Inquiry Line Freecall on 1800 033 8888am to 8pm, Monday to Friday Melbourne time; or

• on ANZ Internet Banking.

2.8 Interest calculations and payments

Interest will be calculated on the daily closing balance of youraccount and is paid monthly (based on the anniversary of theaccount opening).

Introduce a new fee.

Increase anexisting fee or charge.

Change the methodby which interest iscalculated or thefrequency withwhich interest isdebited or credited.

Change the interest rate.

Change any otherterm or condition, the name ofinterest rates,accountsor publications

Minimum numberof days notice

30 days

30 days

30 days

Day of change

Day of change

Method of notice

In writing.

In writing or by pressadvertisement.

In writing.

In writingor by pressadvertisement.

In writing or bypressadvertisement.

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The daily interest rate is the annual rate divided by the numberof calendar days in the year.

2.9 Provision of credit

ANZ does not agree to provide any credit in respect ofyour account.

If you request a withdrawal or payment from your accountwhich would overdraw your account, ANZ may, in itsdiscretion, allow the withdrawal or payment to be made on the following terms:

• interest will be charged on the overdrawn amount at the ANZ Retail Index Rate plus a margin (refer to the fees andcharges in section 5 below for details);

• the overdrawn amount and any interest on that amount willbe debited to your account; and

• you must repay the overdrawn amount and pay any accruedinterest on that amount within seven days of the overdrawnamount being debited to your account.

You should inform ANZ as soon as possible if you are infinancial difficulty.

2.10 Statements

ANZ will issue you with quarterly statements for your account.You may also obtain information as to your ANZ Online Saveraccount balance and transaction history via ANZ InternetBanking, ANZ Phone Banking and ANZ Mobile Phone Banking.

You must carefully review your statements so you are aware of the status of your account. If you believe there are errors orunauthorised transactions shown on your statement, you mustcontact ANZ as soon as possible.

2.11 Privacy and confidentiality

When you deal with ANZ, ANZ is likely to collect and use someinformation about you. ANZ explains below when and howANZ may collect and use your information. References to 'ANZGroup' in this clause mean ANZ, ING Australia Limited (INGA)and their related bodies corporate. INGA is a joint venturebetween ANZ and ING Group.

Collection of your information

ANZ may collect your information:

• to provide information about a product or service;

• to consider your request for a product or service;

• to provide you with a product or service;

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• to tell you about other products or services;

• to assist in arrangements with other organisations (such asloyalty partners) in relation to the promotion and provisionof a product or service;

• to perform administrative and operational tasks (includingfor ANZ Group: risk management, debt collection, systemsdevelopment and testing, credit scoring, staff training, andmarket or customer satisfaction research);

• to prevent or investigate any fraud or crime (or a suspectedfraud or crime); and

• as required by relevant laws, regulations, Codes andexternal payment systems.

Absence of relevant personal information

If you do not provide some or all of the information requested,ANZ may be unable to provide you with a product or service.

Providing your information to others

ANZ may provide your information to:

• another member of ANZ Group;

• any outsourced service provider to ANZ Group (for examplemailing houses or debt collection agencies);

• an alliance partner for the purpose of promoting or using itsproducts or services (and any of its outsourced serviceproviders);

• credit reporting agencies;

• regulatory bodies, government agencies, law enforcementbodies and courts;

• other parties ANZ Group is authorised or required by law todisclose information to;

• participants in the payments system (including paymentorganisations and merchants) and other financial institutions(such as banks);

• insurers and reinsurers;

• any person who introduces you to ANZ;

• your referee(s); and

• your representative (for example your lawyer, mortgage broker,attorney or executor).

Accessing your personal information held by ANZ

Subject to the provisions of the Privacy Act, you mayaccess your personal information at any time by asking to doso at any ANZ branch or by calling 13 13 14. ANZ may charge

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you a reasonable fee for access. If you can show thatinformation about you is not accurate, complete and up todate, ANZ must take reasonable steps to ensure it is accurate,complete and up to date.

Collecting your sensitive information

ANZ will not collect sensitive information about you, such ashealth information, without your consent.

Where you supply ANZ with information about someone else

If you give ANZ information about someone else, please show thema copy of this clause so that they may understand the manner inwhich their information may be used or shared by ANZ Group.

2.12 Inactive accounts

If you do not operate your account for seven years and there is $500 or more in your account, ANZ is required by law to sendyour money to the Government as unclaimed money. If youhave not operated your account for seven years and youraccount balance is greater than $0 and less than $500, ANZwill be entitled to close your account without further notice.

2.13 Disruption to service

When planning transactions, please allow sufficient time. You should bear in mind that occasionally a banking servicemay be disrupted. A ‘disruption’ is where a service istemporarily unavailable or where a system or equipment failsto function in a normal or satisfactory manner. ANZ will correctany incorrect entry which is made in your account as a resultof a disruption and will adjust any fees or charges which havebeen applied as a result of that incorrect entry.

To the maximum extent permitted by law, ANZ will not be liable for any loss or damage, including consequential lossor damage, suffered because of a disruption. This disclaimerof liability does not apply to electronic banking transactions(see section 6 about the conditions which apply to thosetransactions). This disclaimer is in addition to, and does notrestrict, any other provisions contained in these terms andconditions which limits ANZ’s liability.

2.14 Problem resolution procedure

Making a complaint

If ANZ makes a mistake, or its service doesn’t meet yourexpectations, ANZ wants to know.

For the fastest possible resolution to your complaint callANZ on 1800 805 154 (hearing or speech impaired customerscan utilise the TTY (telephone typewriter) service by calling1300 366 255); or

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Send a letter to ANZ Customer Response Centre via:

• Mail: Locked Bag 4050, South Melbourne VIC 3205

• Email: [email protected]

• Fax: +61 3 9683 9267

Most often ANZ will be able to solve the problem on the spot.

If it can’t be resolved promptly ANZ’s specialist complaints team,ANZ Customer Response Centre, will take responsibility and workwith you to fix the matter quickly. ANZ’s aim is to resolve thecomplaint within 5 working days.

If this is not possible, ANZ will keep you informed on theprogress of your matter and how long ANZ expects it will taketo resolve your complaint.

ANZ Customer Advocate

If your complaint isn’t resolved to your satisfaction, you canask to have it reviewed by ANZ’s Customer Advocate who willprovide a free review of more difficult complaints to helpachieve a prompt solution.

Contact details:

ANZ Customer Advocate100 Queen StreetMelbourne VIC 3000Tel: +61 3 9273 6523Email: [email protected]

Financial Services Dispute Resolution Schemes

If you are not satisfied with the steps taken by ANZto resolve the complaint, or with the result of ourinvestigation, you may wish to contact an alternative disputeresolution scheme.

Banking and Financial Services Ombudsman Limited

GPO Box 3Melbourne VIC 3001Telephone: 1300 780 808Fax: +61 3 9613 7345Internet: http://www.abio.org.au/

2.15 Anti-Money Laundering

You agree ANZ may delay, block or refuse to make a paymentif ANZ believes on reasonable grounds that making a paymentmay breach any law in Australia or any other country, and ANZwill incur no liability to you if it does so.

You agree to provide all information to ANZ which ANZreasonably requires to comply with any laws in Australia

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or other country. You agree ANZ may disclose informationwhich you provide to ANZ where required by any laws inAustralia or any other country.

You warrant that you are acting on your own behalf in enteringinto this agreement.

You declare and undertake to ANZ that the payment of moniesin accordance with your instructions by ANZ will not breachany laws in Australia or any other country.

Section 3Electronic Banking3.1 Electronic Banking

Please refer to the Electronic Banking Conditions of Use in section 6.

3.2 Lost and stolen Card for linked account/s

If you replace your card for your ANZ deposit account/s towhich your ANZ Online Saver account is linked you will need tocontact ANZ on 13 13 14, 24 hours a day, 7 days a week, tohave your ANZ Online Saver account linked to your new card.

Section 4Other things you need to know4.1 Change of name and address by signatories

You should notify ANZ promptly of any changes to youraccount details. ANZ will not be responsible for any errors orlosses associated with account changes where ANZ has notreceived prior notice.

4.2 ANZ’s right to combine accounts

ANZ can combine the balances of two or more of youraccounts, even if the accounts are at different branchesor in joint names. This may happen when one of your accountsis overdrawn or is in debit and another is in credit. This meansthat the credit balance in one account can be used to repay toANZ the debit balance in another account. ANZ will promptlyinform you if it has combined any of your accounts. ANZ neednot notify you in advance. You should not treat your accountsas combined unless ANZ has agreed to such an arrangement.

4.3 Closing your account

You can close your account by contacting ANZ on1800 670 522 8.00am to 8.00pm, Monday to Friday (AEST).

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Prior to closing your accout, please ensure that any creditbalance has been transferred out of your ANZ Online Saveraccount via ANZ Internet Banking, ANZ Phone Banking or ANZMobile Phone Banking.

Deposit interest, if any, less any accrued government chargesapplicable at the closing date, will be paid into yournominated ANZ deposit account.

If the account is holding uncleared funds at the time of yourrequest to close the account, these will not be released untilthe funds are cleared.

If your account is in debit, the balance plus any accrued debitinterest and government charges applicable to the closingdate will be payable by you to ANZ.

If your account has either a nil or debit balance, and therehave been no transactions (except for government charges anddebit interest) on the account for more than three months,then ANZ may close your account.

If you close the ANZ deposit account/s to which your ANZOnline Saver account is linked then you must either:

> arrange for your ANZ Online Saver account to be linked to another ANZ deposit account for which you are an accountholder or signatory; or

> close your ANZ Online Saver account.

ANZ may exercise its discretion to close an account due tounsatisfactory conduct or for any other reason it considersappropriate. In this event, ANZ will notify you in writing at theaddress shown on our records and will forward a bank chequefor the net credit balance of the account.

4.4 Personal advice on Saving and Transaction Products

The advisor who provided you with this advice is a salariedrepresentative of ANZ. In addition to the salary received, the advisor may also be eligible to receive a reward based onsales performance. This reward will never exceed $6,000 permonth per advisor.

Each month, the advisor may also be eligible to receive non-monetary benefits such as movie tickets, gift vouchers andrecognition dinners for meeting or exceeding promotiontargets. The value of non-monetary benefits received by theadvisors will not exceed $2,000 per promotion per month.

4.5 Over the Phone Servicing

ANZ will, at its discretion, monitor and/or record enquiresmade over the telephone. This is done for quality, verification,security and training purposes.

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Section 5Bank Fees and ChargesYour account is subject to the fees and charges detailed below.

If ANZ fails to collect a fee or charge to which it is entitled, ANZ has not waived its right to collect the fee or charge forfuture transactions of the same nature.

Account Fees and Charges

Monthly Account Service Fee $0.00

ANZ Phone Banking transactions Free

• A transfer from one account to another via Phone Banking including BPAY® Bill payments

ANZ Internet Banking transactions Free

• A transfer from one account to another via Internet Banking including BPAY® Bill payments

ANZ ATM Balance Enquiry or Transaction Free

• A balance enquiry on this account or transfer between your linked accounts using the card for your linked ANZ deposit account/s. Please note balanceenquiries and transactions on this account may only bemade via ANZ ATMs in Australia.

ANZ Mobile Phone Banking

Fees and charges may apply to ANZ Mobile Phone Banking andcustomers will be advised of these at the time of applying forthe service. You may also incur charges from your mobilephone operator as a result of using ANZ Mobile PhoneBanking. Any such charges are solely your responsibility.

Associated Account Charges

Overdrawn Account Interest/Margins

• ANZ Retail Index Rate plus a margin of 4% per annum The ANZ Retail Index Rate is published weekly in theAustralian Financial Review and other major newspapers.

Section 6 Electronic Banking Conditionsof UseANZ warrants that it will comply with the requirements of theElectronic Funds Transfer Code of Conduct.

This section applies to all electronic transactions except thosewhere your signature may also be required.

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ANZ does not authorise, promote or endorse the use ofaccount deposit services offered by third parties to access yourANZ accounts (including account aggregation services, such asmay be provided by other financial institutions).

Definitions

‘Activation Code’ means the 7 digit temporary activation numberissued to activate the M-Banking or TXT Banking service.

‘ANZ Business Day’ means any day from Monday to Friday onwhich ANZ is open for business in at least one of its branchlocations in Australia.

‘Banking Business Day’ refers to any day on which banks inMelbourne or Sydney are able to effect settlement through theReserve Bank of Australia.

‘CRN’ means the Customer Registration Number issued by ANZto you.

‘ANZ Mobile Phone Banking’ means M-Banking and TXT Banking.

‘PIN’ means Personal Identification Number and includes anaction number.

‘Pay Anyone Processing Day’ means any day from Monday toFriday that is not a public holiday in both Sydney andMelbourne.

‘Securemail’ means the electronic messaging system whichenables communications to be sent to or from ANZ as part ofANZ Internet Banking.

‘Telecode’ means the four to seven digit number issued toaccess ANZ Phone Banking and your ANZ Mobile PhoneBanking Activation Code.

Transaction limits

ANZ or another party such as a merchant may limit the amountof any electronic transaction you can make over certainperiods (e.g. During any day or in a single transaction).

ANZ may change any electronic transaction limit or imposenew transaction limits by giving you notice. You can find outcurrent electronic transaction limits for your accounts bycalling ANZ on the relevant enquiries number listed at theback of this booklet.

How you can use ANZ Internet Banking

You can use ANZ Internet Banking to make transactions onyour linked accounts, as set out in your account terms andconditions. You can also use ANZ Internet Banking to purchase

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and order a range of financial services and products. Detailscan be found at www.anz.com.

Access to and use of Pay Anyone and International Services

(a) Obtaining Pay Anyone

When applying for Pay Anyone for ANZ Internet Banking, youmust request a Pay Anyone daily limit which is subject toapproval by ANZ. The options for the daily limits are set out onwww.anz.com when you apply. Restrictions apply depending onwhether you are using Pay Anyone for personal or businesspurposes. When applying for Pay Anyone for ANZ Mobile PhoneBanking, your daily limit will be as advised to you by ANZ andmay not be changed by you.

If you require your password for Pay Anyone for InternetBanking to be re-set or re-issued, ANZ may reduce your currentdaily Pay Anyone limit for ANZ Internet Banking. You will needto re-apply if you wish to reinstate that limit.

Please allow sufficient time for the change to be made beforeyou attempt to use the higher daily transfer limit.

You can increase or decrease your daily transfer limit for ANZInternet Banking by applying through ANZ Internet Banking.

(b) Obtaining International Services

You can apply for International Services after you have beengranted Pay Anyone access. International Services are notavailable through ANZ Mobile Phone Banking.

The total of all Pay Anyone and International Services transfers(converted into Australian dollars) on any day cannot exceedyour Pay Anyone daily transaction limit.

Access levels for ANZ Internet Banking, ANZ Phone Banking

and ANZ Mobile Phone Banking:

• ‘All transactions’ – includes transfers between accounts,withdrawals from accounts, account balance information,transaction history details, BPAY® and BPAY View™ (pleasenote that BPAY® and BPAY View™ are not available withANZ Mobile Phone Banking);

• ‘Transaction history details only and BPAY® – includes BPAY®,account balance information, transaction history details butexcludes transfers between accounts and BPAY View™;

• ‘Deposit and transaction history details only’ – includestransfers between accounts, transaction history details andaccount balance information but excludes withdrawals fromaccounts, BPAY View™, and BPAY®;

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• ‘Deposit only’ – includes transfers between accounts butexcludes withdrawals from accounts, BPAY®, BPAY View™,account balance information and transaction history details;

• ‘Transaction history details only’ – includes enquiries onpast transactions about the account but excludes alltransactions on the account, transfers between accounts,BPAY View™ and BPAY®.

Only the account holder can select an access level. Theaccount holder may authorise another person (an ‘authoriseduser’) to operate the account and that person may have adifferent access level to the account holder. The accountholder is responsible for the operation of the account by theauthorised user within that user’s level of access.

The account holder may cancel or change any access levelby sending a written request or Securemail to ANZ, or callingANZ on the relevant number listed at the back of this booklet.ANZ may require written confirmation. ANZ may take severaldays to process this change.

Authorised users, regardless of their level of access, cannotaccess ANZ Pay Anyone, ANZ International Services, or useSecuremail to change any of the account holder’s account orother personal details. However, all authorised users can useANZ Internet Banking to change their own profile, access theirown Securemail and select and change their own passwordand ANZ Mobile Phone Banking to change their own password.

Processing instructions – general

The account holder authorises ANZ to act on the instructionsyou enter into electronic equipment. Any electronic transactionmade by you cannot be cancelled, altered or changed by youunless allowed by the applicable terms and conditions.

ANZ may delay acting on or may ask you for further informationbefore acting on an instruction. Where ANZ has instructions formore than one payment from your account(s), ANZ willdetermine the order of priority in which payments are made.

If you make a deposit of funds to an account by making anelectronic transaction and there is a difference between theamount recorded as having been deposited and the amountANZ receives, the account holder will be notified of thedifference as soon as possible and will be advised of theactual amount which has been credited to the account.

ANZ is not liable for the refusal of any merchant to accept anelectronic transaction and, to the extent permitted by law, is notresponsible for the goods and services supplied by a merchant.

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An immediate transfer, Pay Anyone or BPAY®‚ cannot be revokedor stopped once ANZ receives your instruction. Future datedtransfer, Pay Anyone or BPAY®‚ instructions can only be revokedor changed if instructions to delete the transaction are given toANZ through ANZ Internet Banking before midnight Sydney timeon the ANZ Business Day (or, for Pay Anyone, the Pay AnyoneProcessing Day) before the transaction is scheduled to occur.After this time, the instruction cannot be revoked.

ANZ may notify you of electronic transactions (instructions forwhich are received through ANZ Mobile Phone Banking) it isunable to process.

Future dated transfers are not available through ANZ MobilePhone Banking.

Processing Instructions - ANZ Internet Banking, ANZ Phone

Banking and ANZ Mobile Phone Banking

Any ANZ Internet Banking, ANZ Phone Banking and ANZ MobilePhone Banking transaction (other than a BPAY®) will generallybe processed to your account on the same day ANZ receivesyour instructions, if given before 10.00pm Melbourne timeMonday to Friday (except national public holidays). Anytransaction made after this time may be processed on thefollowing ANZ Business Day.

Account information accessed using ANZ Internet Banking,ANZ Phone Banking and ANZ Mobile Phone Banking willgenerally reflect the position of the account at that time,except for transactions not yet processed by ANZ .

Processing instructions – Pay Anyone and

International Services

ANZ will generally process Pay Anyone instructions:

• for immediate Pay Anyone transfers, on the day theinstruction is given, if ANZ receives the instruction before6.00pm Melbourne time on a Pay Anyone Processing Day;

• for immediate international transfers, on the day theinstruction is given, if ANZ receives the instruction before6.00pm Melbourne time on a Pay Anyone Processing Day;

• for future dated transfers, on the relevant future day youselect if it is a Pay Anyone Processing Day (or if it is not, onthe Pay Anyone Processing Day after that day).

Instructions you give will be delivered to the payee’s financialinstitution on the day that ANZ processes them except where:

• ANZ is not obliged to process your instructions;

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• there is a technical failure; or

• there is a delay or error in accepting the instructions causedby the financial institution to which the transfer is to bemade.

• the instructions are for a transfer by way of an internationaldraft or telegraphic draft.

Where your instruction is for a transfer by way of ANZ issuingan international draft:

• ANZ will send the draft by post to the delivery addressnotified by you;

• you acknowledge that it is your responsibility to forward thedraft to the intended recipient.

ANZ cannot control (and is not responsible for) when, or if, the payee’s financial institution processes your instructionsor the fees that financial institutions may charge to processyour instructions.

Once ANZ processes your transfer instruction, ANZ is relianton the payee’s financial institution to advise whether yourinstructions have been successfully processed. If the payee’sfinancial institution advises that your transfer instruction has not been successful, it may take a number of weeks,depending on the financial institution, to reverse the relevantwithdrawal from your linked account.

Processing instructions – BPAY®

ANZ is a member of the BPAY® Scheme. This is an electronicpayments scheme through which ANZ can be asked to makepayments on your behalf to billers. ANZ will tell you if it ceasesto be a member of the BPAY® Scheme. For the purposes of theBPAY® Scheme, ANZ may also be a biller.

You must comply with the terms and conditions for theaccount which you ask ANZ to debit a BPAY® (to the extent thatthose terms are not inconsistent with or expressly overriddenby these Conditions of Use).

To make a BPAY® the following information must be given to ANZ:

• Your CRN and password or Telecode;

• The biller code from the bill;

• Your customer reference number (e.g. Your account number)with that biller;

• The amount you want to pay; and

• The account from which you want the payment to be made.

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Once this information is provided, ANZ will treat yourinstructions as valid and will debit the relevant account. ANZwill not be obliged to effect a BPAY® instruction if it is notmade in accordance with these Conditions of Use or if theinformation given is incomplete and/or inaccurate.

Limits apply to your use of BPAY® on both a per transactionand daily limit (per CRN) basis. Separate daily limits apply forBPAY® Tax Payments, independent of the general BPAY® limits.For more information on available limits see www.anz.com.

Subject to the ‘Processing Instructions’ conditions setout above:

• any BPAY® made by you will be processed on the dayyou tell ANZ to make that BPAY®, if ANZ receives yourinstructions before 6pm Sydney time on a Banking BusinessDay (ANZ’s cut-off time);

• BPAY® instructions received after 6pm Sydney time on aBanking Business Day, or on a day that is not a BankingBusiness Day, will be processed on the next BankingBusiness Day.

A delay may occur in processing a BPAY® where:

• there is a public or bank holiday on the day after you tellANZ to make a BPAY®;

• you tell ANZ to make a BPAY® after ANZ’s cut-off time; or

• another participant in the BPAY® Scheme, such as anotherfinancial institution or a biller does not process a paymentas soon as it receives details of the payment or does nototherwise comply with its obligations under the BPAY®

Scheme.

While it is expected that any such delay will not continue formore than one Banking Business Day, it may continue for alonger period.

ANZ will attempt to ensure a BPAY® is processed promptly bybillers and other participants in the BPAY® Scheme.

You should check your account records carefully and tell ANZas soon as possible if you become aware of:

• a BPAY® which has been made from your linked accountwhich was not authorised;

• the possibility that you have been fraudulently induced tomake a BPAY®; or

• any delay or mistake in processing of your BPAY®.

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If ANZ is advised by a biller that it cannot process your BPAY®,ANZ will:

• advise you of this;

• credit your account with the amount of that BPAY®; and

• tell you how ANZ can assist you, if possible, in making thepayment as soon as possible.

You are not authorised to give a biller code to any person inorder to receive payments owing to you. Biller codes may onlybe used by authorised billers to receive payment of billsissued by that biller. The terms and conditions of use of BPAY®

will not apply to any use by you of biller codes in this way.

Short Message Service (SMS)

By registering for ANZ Mobile Phone Banking, you agree thatANZ may send SMS to your nominated mobile phone. ANZ isnot liable for any loss or damage you suffer as a result of anyperson other than you accessing those SMS.

Card Validity

Your card remains ANZ’s property at all times.

A card must be signed immediately by the person in whosename it has been issued and must only be used within the‘valid from’ and ‘until end’ dates shown on the card. Forsecurity reasons you must, as soon as the card expires,destroy it by cutting it (including any embedded microchip onthe card) diagonally in half.

Lost or stolen Password, PIN or Telecode

You must make a report to ANZ (and the relevant third party, if a third party issued the username, password or PIN)immediately after you become aware or suspect that yourpassword, username, PIN, CRN or Telecode is disclosed or usedwithout your authority, or lost. You must not then continue to use your password, username, PIN, CRN or Telecode. ANZwill cancel it and arrange for you to select a new username,password, PIN or Telecode, or to be provided with a new CRN.

The best way to make the report is to call ANZ on thetelephone numbers listed at the back of this booklet. If ANZ’stelephone reporting service is unavailable, you must report theloss or misuse to any ANZ branch. Your account terms andconditions outline how you can make a report if ANZ’stelephone reporting service is unavailable or you are overseas.

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Cancellation of Electronic Access

ANZ may cancel any CRN or electronic access:

• without prior notice if:

> ANZ believes that use of the electronic access may causeloss to the account holder or to ANZ;

> the account is an inactive account;

> the account has been overdrawn, or you have exceededyour agreed credit limit; or

• On giving you not less than three months written notice.

ANZ may also at any time suspend your right to participate inthe ANZ BPAY® Scheme.

You can request ANZ to de-register you from ANZ InternetBanking at any time by Securemail or by calling the relevantnumber listed at the back of this booklet.

Withdrawal of Electronic Access

ANZ may withdraw your electronic access to accounts(including by BPAY®) without prior notice if:

• electronic equipment malfunctions or is otherwiseunavailable for use;

• any one of the accounts is overdrawn or will becomeoverdrawn, or is otherwise considered out of order by ANZ;

• ANZ believes your access to accounts through electronicequipment may cause loss to the account holder or to ANZ;

• ANZ believes that the quality or security of your electronicaccess process or ANZ’s systems may have beencompromised;

• all the accounts which you may access using ANZ PhoneBanking or ANZ Internet Banking have been closed or areinactive or the account you have nominated for ANZ MobilePhone Banking fees and charges to be charged to is closed; or

• ANZ suspects you of being fraudulent or engaging ininappropriate behaviour, unless this is prohibited by law.

ANZ may at any time change the types of accounts that may beoperated, or the types of electronic transactions that may bemade through particular electronic equipment.

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Password, PIN and Telecode Security

You must keep your password, PIN and Telecode secure.Failure to do so may increase your liability for any loss.

Warning: You must not use your birth date or an alphabeticalcode which is a recognisable part of your name as a password,or select a Telecode which has sequential numbers, forexample, ‘12345’ or where all numbers are the same, forexample, ‘11111’. If you do, you may be liable for any losssuffered from an unauthorised transaction.

You must not:

• disclose your password, PIN or Telecode to any otherperson;

• allow any other person to see you entering, or overhear youproviding, your password, PIN or Telecode;

• record your password, PIN or Telecode on the card to whichyour account is linked or on any article carried with orplaced near your card that is liable to loss, theft or abuse atthe same time as your card (unless your password, PIN orTelecode is reasonably disguised).

Warning: You should avoid accessing ANZ Phone Bankingthrough telephone services which record numbers dialled – for example hotels which do this for billing purposes. In thesesituations you should obtain access to ANZ Phone Bankingthrough an ANZ customer service operator.

To assist you, ANZ publishes security guidelines. A copyof the current guidelines is available at www.anz.com.

Unauthorised transactions

(a) When ANZ is liable

ANZ will be liable for losses incurred by the accountholder that:

• Are caused by the fraudulent or negligent conduct of ANZ’semployees or agents or companies involved in networkingarrangements or of merchants or their agents or employees;

• Relate to any forged, faulty, expired or cancelled part of theelectronic access process;

• Arise from transactions that require the use of anypassword, PIN or Telecode that occur before you havereceived or selected the password, PIN or Telecode(including a reissued password, PIN or Telecode);

• Result from the same electronic transaction beingincorrectly debited a second or more subsequent time to the same account;

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• Result from an unauthorised transaction that occursafter you have notified ANZ that the security of yourpassword, PIN or Telecode has been breached; or

• Result from an unauthorised transaction if it is clear that you have not contributed to the losses.

(b) When the account holder is liable

If ANZ can prove on the balance of probability that youcontributed to the loss arising from the unauthorised transaction:

• Through your fraud;

• By voluntarily disclosing a password, PIN or Telecode toanyone, including a family member or friend;

• By keeping a record of the password, PIN or Telecode(without making any reasonable attempt to disguise it):

(i) on the card to which your account is linked or with the CRN;

(ii) on any article carried with the card to which your accountis linked or the CRN; or

(iii) which may be lost or stolen at the same time asthe card to which your account is linked or CRN.

• By using your birth date or an alphabetic code which is a recognisable part of your name as a password, PIN orTelecode; or

• By otherwise acting with extreme carelessness in failing toprotect the security of your password, PIN or Telecode, theaccount holder is liable for the actual losses which occurbefore ANZ is notified of the loss or disclosure of yourpassword, PIN or Telecode; or

• By failing to secure your mobile phone or leaving yourmobile phone logged into ANZ Mobile Phone Banking.

Where you must use more than one of your passwords, pins orTelecodes to perform an ANZ Internet Banking transaction, andyou voluntarily disclose, or keep a record of, one or more of them(but not all of them) the account holder will only be liable underthis clause if the disclosure or record was the dominantcontributing cause of the losses.

If, after you become aware of the loss, theft or breach of the security of your password, PIN or Telecode, youunreasonably delay notifying ANZ, the account holder will beliable for losses incurred between:

• The time you first became aware of any of the eventsdescribed above; and

• The time ANZ is actually notified of the relevant event.

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However, you are not liable for any loss:

• Which, over a set period of time, is greater than thetransaction limit for that period;

• Caused by overdrawing your account or exceeding anyagreed credit limit;

• Where ANZ has agreed the account could not be accessedelectronically; or

• As a result of conduct that ANZ expressly authorised you to engage in, or losses incurred as a result of youdisclosing, recording or storing a password, PIN or Telecodein a way that is required or recommended by ANZ for thepurposes of you using an account access service expresslyor impliedly promoted, endorsed or authorised by ANZ.

If it is not clear whether you have contributed to the losscaused by an unauthorised transaction and where a password,PIN or Telecode was required to perform the unauthorisedtransaction, the account holder is liable for the least of:

• $150 (unless the account is used for business purposes); or

• The actual loss at the time ANZ is notified of the loss, theft orunauthorised use of the card or that the security of thepassword, PIN or Telecode has been breached (but not any lossincurred on any one day if the amount is greater than the dailytransaction limit or other periodic transaction limit if any); or

• The balance of the account, including any pre-arrangedcredit from which value was transferred in the unauthorisedtransaction.

Equipment Malfunction

ANZ is responsible to the account holder for any loss caused bythe failure of equipment to complete a transaction that wasaccepted in accordance with your instructions.

However, if you were aware or should have been aware that theequipment, including your mobile phone with respect to ANZMobile Phone Banking, was unavailable for use ormalfunctioning, ANZ’s responsibility will be limited tocorrecting errors in the account and refunding any charges orfees imposed as a result.

You are solely responsible for your own PC anti-virus and PCand mobile phone security measures, and those of anyauthorised user, to help prevent unauthorised access via ANZInternet Banking or ANZ Mobile Phone Banking to yourtransactions and linked accounts.

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Liability Under the BPAY® Scheme

(a) General

You should note that:

• If you advise ANZ that a BPAY® made from a linked accountis unauthorised, you should first give ANZ your writtenconsent to obtain from the biller information about yourlinked account with that biller or the BPAY® payment,(including your CRN) as ANZ reasonably requires toinvestigate the BPAY®. This should be addressed to the biller who received the BPAY®. If you do not do this, the biller may not be permitted by law to disclose to ANZ the information ANZ needs to investigate or rectifythat BPAY® payment;

• If you discover that the amount you instructed ANZ to paywas less than the amount you needed to pay, you can makeanother BPAY® for the shortfall. If for any reason you cannotmake a BPAY® for the shortfall, you can ask ANZ to arrangefor a reversal of the initial payment and you can make asecond payment for the correct amount. If you discover thatthe amount you instructed ANZ to pay was more than theamount you needed to pay, you can ask ANZ to request areversal of the initial payment from the biller on your behalf,and if this occurs, you can make a second payment for thecorrect amount.

(b) ANZ’s liability

Where you use your account for personal purposes, ANZ’sliability under the BPAY® Scheme is as set out under‘Unauthorised Transactions’.

Where you use your account for business purposes, ANZ willnot be liable to you under the BPAY® Scheme except in thecircumstances set out in this clause.

BPAY® Payments

Except where a BPAY® payment is an Unauthorised Payment, aFraudulent Payment or a Mistaken Payment, BPAY® paymentsare irrevocable. No refunds will be provided through the BPAY®

Scheme where you have a dispute with the biller about anygoods or services you may have agreed to acquire from thebiller. Any dispute must be resolved with the biller.

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Unauthorised Payments

If a BPAY® is made in accordance with a payment direction,which appeared to ANZ to be from you or on your behalf, butwhich you did not in fact authorise, ANZ will credit youraccount with the amount of that unauthorised payment.However, you must pay ANZ the amount of that payment if:

• ANZ cannot recover the amount from the person whoreceived it within 20 Banking Business Days of ANZattempting to do so; and

• The payment was made as a result of a payment directionwhich did not comply with ANZ’s prescribed securityprocedures.

Fraudulent Payments

If a BPAY® is induced by the fraud of a person involved in theBPAY® Scheme, then that person should refund you theamount of the fraud-induced payment. However, if that persondoes not refund you that amount, you must bear the lossunless some other person involved in the BPAY® Scheme knewof the fraud or would have detected it with reasonablediligence, in which case that person must refund you theamount of the fraud-induced payment.

Mistaken Payments

If you discover that a BPAY® has been made to a person, or for an amount, which is not in accordance with yourinstructions (if any), and your account was debited for theamount of that payment, ANZ will credit that amount to youraccount. However, if you were responsible for a mistakeresulting in that payment and ANZ cannot recover the amountof that payment from the person who received it within 20Banking Business Days of ANZ attempting to do so, you mustpay that amount to ANZ.

You acknowledge that the receipt by a biller of a mistaken orerroneous payment does not or will not, under anycircumstances, constitute part or whole satisfaction ofany underlying debt owed between you and that biller.

(c) Consequential loss

ANZ is not liable for any consequential loss or damage yousuffer as a result of using the BPAY® Scheme, other than due toany loss or damage you suffer due to ANZ’s negligence or inrelation to any breach of a condition or warranty implied bylaw in contracts for the supply of goods and services andwhich may not be excluded, restricted or modified at all oronly to a limited extent.

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(d) Indemnity

To the extent permitted by law, you indemnify ANZ against anyloss or damage ANZ may suffer due to any claim, demand oraction of any kind brought against ANZ arising directly orindirectly because you:

• Did not observe your obligations under; or

• Acted negligently or fraudulently in connection with, theseConditions of Use.

Changes to the Electronic Banking Conditions of Use

ANZ can change the Electronic Banking Conditions of Use atany time. ANZ will give you 20 Banking Business days priorwritten notice of any changes which:

• Impose or increase charges relating solely to the use of electronic equipment;

• Increase your liability for losses relating to electronictransactions; or

• Change your daily transaction limit or otherperiodical transaction limit applying to the use ofelectronic equipment.

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Section 7Postal AddressesANZ Cards

Locked Bag No.10Collins Street West Post OfficeMelbourne, Victoria 8007

ANZ Margin Lending

GPO Box 4338Melbourne VIC 3001

V2 PLUS Service Centre

V2 PLUSLocked Bag 3000Collins St WestMelbourne VIC 8007

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Section 8Customer EnquiriesANZ General Enquiries

13 13 14 (24 hours a day, 7 days a week)+ 61 3 9683 9999 (International customers)Hearing and Speech impaired customers can utilise theTTY (telephone typewriter) service by calling 1300 366 255

ANZ Cards

13 22 73

ANZ Internet Banking

13 33 50+ 61 3 9683 8833 (International customers)

ANZ Margin Lending

1800 639 330

ANZ Mobile Phone Banking

www.anz.com/MobilePhoneBanking1300 ANZ MOBI (1300 269 6624)

ANZ V2 PLUS Service Centre

13 28 33

ANZ Mortgage Customer Service

13 25 99

Lost or stolen cards, suspected unauthorized transactions or

divulged passwords

1800 033 844; orMelbourne (03) 9683 7047(24 hours a day).

Lost, stolen or divulged passwords

For passwords used on-line, call 13 33 50For all other passwords, call 1800 033 844(24 hours a day).

Registered office

Australia and New Zealand Banking Group LimitedLevel 6100 Queen StreetMelbourne 3000Phone 03 9273 5555

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www.anz.com