Transaction Accounts Terms and Conditions

TERMS AND CONDITIONS

16.06.2024

ANZ SAVING &

TRANSACTION PRODUCTS

ABOUT THIS BOOKLET

You must read this booklet along with the ‘ANZ Personal Banking

Account Fees and Charges’ booklet.

Together they form your terms and conditions for the products

and services listed to the right (with the exception of section 9

(Contact Us) at the back of this booklet, which does not form

part of your terms and conditions). In the case of ANZ Equity

Manager accounts, your terms and conditions also include the

‘Consumer Lending Terms and Conditions’ booklet (to the extent

provided in that booklet) and your relevant letter of offer.

This booklet does not set out terms and conditions for ANZ Plus

products or services. You can find the ‘ANZ Plus and ANZ Save

Accounts T&Cs’ at anz.com/plus

If you require a copy of the ‘ANZ Personal Banking Account Fees

and Charges’ booklet, please ask at any ANZ branch or phone

our Contact Centre.

HOW TO USE THIS BOOKLET

To the right you will see the list of products and services that the

terms and conditions in this booklet cover and over the page are

detailed contents, including page references.

This booklet outlines areas such as opening and using ANZ

accounts, specific product terms and conditions and how to

GENERAL ENQUIRIES

If you have any general enquiries about this booklet, or the

terms and conditions contained within it, or simply need more

information about any ANZ account, please ask at any ANZ

branch or phone our Contact Centre. Information on current

fees, charges and interest rates is available on request.

If you want to know more about ANZ Plus products and services,

please visit anz.com/plus

This booklet contains terms and conditions for the following

products and services:

• ANZ Access Advantage

• ANZ Access Basic

• ANZ Pensioner Advantage

• ANZ Progress Saver

• ANZ Premium Cash Management Account

• ANZ SMSF Cash Hub

• ANZ Term Deposits

• ANZ Advance Notice Term Deposits

• ANZ Online Saver

• ANZ V2 PLUS

• ANZ One

• ANZ Equity Manager

• Direct debits

• Recurring payments

• Periodical payments

• Internet Banking

• ANZ Mobile Banking

• BPAY® Payments

• PayTo® Payment Agreements

Products No Longer For Sale:

• ANZ Passbook Savings

PayTo is a registered trademark of NPP Australia Limited.

BPAY® is registered to BPAY Pty Ltd ABN 69 079 137 518

CONTENTS

Introduction 7

Section 1 How to open an ANZ account 8

1.1 Identification 8

1.2 Tax File Number 8

1.3 Government Charges 9

1.4 Joint Accounts 9

1.5 Trust Accounts 9

1.6 Lawful Purpose 9

Section 2 Using an ANZ Account 10

2.1 Authority to use an account 10

2.2 Deposits 11

2.2A ANZ Access card* 11

2.3 ANZ Access Visa Debit card 13

2.4 Cheques 15

2.5 Special clearance of funds 18

2.6 Withdrawing or transferring money 18

2.6A Other ways you can transact 20

2.7 Direct debits, recurring payments and periodical

payments 21

2.8 Authorisations for transactions made using an ANZ

Access Visa Debit card 22

2.9 Standing authorities set up using your ANZ Access

Visa Debit card number 22

2.10 Reversing a transaction made using your ANZ Access

card or ANZ Access Visa Debit card 23

2.11 Time limits for reversing a transaction made using your

ANZ Access card or ANZ Access Visa Debit card 23

2.12 Visa Secure and eftpos Secure transactions 24

2.13 When a Visa enabled transaction made using your ANZ

Access Visa Debit card will be applied to the account 24

2.14 Processing of withdrawals and deposits generally 25

2.14A Adjustments to your account balance 27

2.15 Payment procedures 27

2.16 Changes we can make to fees, charges and interest 27

2.16A Changes we can make to other terms and conditions 28

2.17 Interest rates 30

2.18 Working out the interest we pay 30

2.19 Providing credit 32

2.20 Statements 33

2.21 Privacy and confidentiality 34

2.22 Inactive accounts 36

2.23 Disruption to service 37

2.24 Compliments, suggestions and complaints 37

2.25 Acting on your instructions 38

2.26 Anti-money laundering and sanctions 38

2.27 No dealing in account 39

2.28 Law and jurisdiction 39

2.29 Financial abuse and inappropriate behaviour 40

Section 3 Electronic Banking 40

3.1 Electronic banking 40

3.2 EFTPOS 40

3.3 Maestro and Cirrus 40

3.4 Fees and charges - Maestro and Cirrus 41

3.5 Surcharges - Maestro and Cirrus 41

3.6 Exchange rates and conversion - Maestro and Cirrus 42

3.7 PLUS 42

3.8 Fees and charges - PLUS 42

3.9 Surcharges - PLUS 43

3.10 Exchange rates and conversion - PLUS 43

3.11 Daily withdrawal limit 43

3.12 Keeping your ANZ Access card, ANZ Access Visa Debit

card and PIN secure 43

3.13 What happens if your ANZ Access card or ANZ Access

Visa Debit card is lost or stolen? 44

3.14 Lost and stolen card and PIN - within Australia 45

3.15 Lost and stolen card and PIN - while overseas 45

Section 4 Other Things You Need To Know 46

4.1 Change of name and address 46

4.2 Our right to combine accounts 46

4.3 Closing or blocking access to your ANZ account 46

4.3A Cancellation of an ANZ Access card or ANZ Access Visa

Debit card 48

4.4 Provision of information relating to savings and

transactions products 49

4.5 Phone calls 50

4.6 Notices 50

4.7 ANZ Access card* and ANZ Access Visa Debit card

reissue and replacement 50

4.8 Chip 51

4.9 Financial claims scheme 51

Section 5 Bank fees and charges 51

Section 6 Specific terms and conditions for personal

banking accounts 52

6.1 ANZ Access Advantage account 52

6.2 ANZ Access Basic account 52

6.3 ANZ Pensioner Advantage account 53

6.4 ANZ Progress Saver account 53

6.5 ANZ Premium Cash Management account 55

6.6 ANZ SMSF Cash Hub Account (only available to Self

Managed Superannuation funds) 55

6.7 ANZ Passbook Savings Account (account not available

to new customers from 30 November 2013) 56

6.8 ANZ Term Deposit and ANZ Advance Notice Term

Deposit 57

6.9 ANZ V2 Plus Account (only available through approved

ANZ intermediaries since 29 September 2012) 62

6.10 ANZ Online Saver Account 70

Section 7 Specific terms and conditions for ANZ One

offset account and ANZ Equity Manager account 73

7.1 ANZ One offset account 73

7.2 ANZ Equity Manager account 75

Section 8 Electronic Banking Conditions of Use 75

Section 9 Contact us 106

Postal addresses 106

Customer enquiries 106

INTRODUCTION

In these terms and conditions, ‘we’, ‘us’, ‘our’ and ‘ANZ’ refer

to Australia and New Zealand Banking Group Limited

ABN 11 005 357 522.

READ YOUR PRODUCT TERMS AND

CONDITIONS

You should read all relevant terms and conditions you have

received and ask us about any issues that concern you.

If you have any questions or need more information about any

ANZ account, ask at any ANZ branch or phone our Contact

Centre. Or, for information on ANZ V2 PLUS accounts, phone the

ANZ V2 PLUS Service Centre. If you want to know more about

ANZ Plus products and services, please visit anz.com/plus

APPLYING THESE TERMS AND CONDITIONS

If you are opening a new account, these terms and conditions

will apply immediately.

Other terms and conditions, including those implied by law,

also apply. To the extent permitted by law, these terms and

conditions shall prevail in the event of any inconsistency.

If the law implies terms and conditions which cannot be

excluded, our liability under those implied terms and conditions

will be limited to the maximum extent permitted by law.

ACCEPTING THESE TERMS AND CONDITIONS

You are deemed to accept these terms and conditions on the

earlier of the date on which you first use your account or the

date on which you otherwise accept these terms and conditions

in a manner advised by us from time to time.

BANKING CODE OF PRACTICE

If you are an individual or a small business (as defined in the

Banking Code of Practice) ANZ is bound by the Banking Code of

Practice when it provides its products and services to you.

The Banking Code of Practice means the relevant version of

the industry code published from time to time by the Australian

Banking Association as it applies to ANZ.

NOT INDEPENDENT

ANZ cannot refer to itself as ‘independent’, ‘impartial’ or

‘unbiased’ in relation to personal advice it provides because:

• ANZ is the issuer of some of the financial products it advises on;

• ANZ advisers can only advise on products and services

approved by ANZ (which includes products issued by ANZ); and

• ANZ may receive remuneration from product issuers in

respect of some products or services.

SECTION 1 HOW TO OPEN AN

ANZ ACCOUNT

There are specific terms and conditions for opening an ANZ V2

PLUS account or ANZ Online Saver account. These are set out

in section 6 and apply along with the conditions set out in this

section 1.

Our credit approval criteria also apply in relation to opening an

ANZ Equity Manager account. Those criteria must be satisfied, in

addition to the conditions set out in this section 1.

1.1 IDENTIFICATION

Under Federal law, we must verify the identity of all account

holders, and anyone authorised to act for them. For us to do this,

account holders and anyone authorised to act for them must

satisfactorily meet our Customer Identification Process.

You can do this by producing acceptable documents which

establish your identity. One of the documents must include your

photograph or signature. If you want more information on the

documents you can use as proof of your identity, please ask a

member of staff at any ANZ branch.

Alternatively, you may have your identity verified electronically.

If you would like to be identified electronically and you satisfy

the eligibility criteria for electronic identification, you will need

to provide us with personal information to assist us with the

verification of your identity using electronic data sources. This

information may include your Medicare or Passport details.

To obtain information on the accounts on which you can be

verified electronically, call us on 13 33 33. For information on

the eligibility criteria for electronic verification, please visit

www.anz.com/identityconditions

If you, or signatories to the account, are not identified in terms

of the law, the account will be blocked for all withdrawals and/

or deposits (or all withdrawals and/or deposits by the relevant

signatories) until the requirements are satisfied.

If you want to open an account and you have completed the

identification process with us previously, you will need to tell us

the account number of your existing ANZ account.

1.2 TAX FILE NUMBER

Federal law stipulates that all accounts earning deposit interest

are 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, we must deduct withholding tax from the interest

earned, unless you are in an exempt withholding tax category. If

you are in an exempt category, you should tell us.

Withholding tax is generally calculated at the highest marginal

tax rate plus applicable Commonwealth tax levies, including the

Medicare Levy.

In accordance with the Privacy Act, we will keep your TFN, which

we can keep a record of for all your accounts, confidential.

1.3 GOVERNMENT CHARGES

Any Government charges or duties you must pay for using the

account will be taken straight from your account and shown on

your account statement.

These charges may vary according to State or Territory.

With ANZ V2 PLUS accounts, Government charges will be

deducted every three months from the account balance or

any interest.

For more information on any applicable Government charges,

call into any ANZ branch or phone our Contact Centre. Or, for

ANZ V2 PLUS account holders, you can phone the ANZ V2 PLUS

Service Centre.

1.4 JOINT ACCOUNTS

If your account is held jointly with at least one other person, the

following will apply.

• We may give any statement, notice or other document

(including a statement of account, a notice about your

account or notice of a change to the terms and conditions

of your account) to the holders of a joint account by giving

the document to any one of the joint account holders in any

manner allowed under these terms and conditions (in which

case we will be deemed to have given the document to all

joint account holders);

• If an account holder dies, we may in our discretion treat

the balance of the account as owned by any surviving

account holder(s).

1.5 TRUST ACCOUNTS

Trust accounts can be opened on request in the following ways.

• Where one or more persons open an account in which they

are named as trustee for another person(s). For example a

trustee account held by parents for children

• By trustees under a will

• By trustees for clubs and other organisations

• By trustees of a Self Managed Superannuation Fund.

1.6 LAWFUL PURPOSE

You must not use the account for any unlawful purpose,

including the purchase of goods or services prohibited by the

laws of the jurisdiction you are in.

SECTION 2 USING AN ANZ

ACCOUNT

2.1 AUTHORITY TO USE AN ACCOUNT

ANZ V2 PLUS accounts and ANZ Online Saver accounts have

specific terms and conditions for authorising other people to use

the account on your behalf. Please see section 6 for details.

Unless section 6 says otherwise, when you open your ANZ

account, you specify who is authorised to use the account. If

you want to change the details of the people authorised to use

the account you must tell us in writing. Except where expressly

provided, we can act at all times on the basis that the authorised

operator or operators can act fully and effectively in all dealings

relating to the account.

If anyone has access or authorisation to ANZ Internet Banking or

ANZ Mobile Banking in respect of an account, that person may

access account statements, notices and other documents that

were delivered through that platform before they were given

access rights to that account on ANZ Internet Banking or ANZ

Mobile Banking.

You are responsible to us for all liability that arises as a result of

operations on the account. If you have a joint account, each joint

account holder is jointly and severally responsible to us for any

liability. To avoid doubt, you are responsible for:

• the transactions of each authorised person;

• ensuring the conduct of each authorised person complies

with these terms and conditions and ANZ’s terms and

conditions applicable to any means of operating your account

used by an authorised person including ANZ Mobile Banking

or any application or a digital wallet; and

• each authorised person’s registration for, and use of, any

means of operating your account including ANZ Mobile

Banking or any application or digital wallet, including

responsibility for ensuring no other person can access any

SMS sent to the authorised person.

You must ensure that each authorised person receives a copy of

these terms and conditions. You must require each authorised

person to notify you immediately upon the authorised person

acquiring another means of operating your account, such as

ANZ Mobile Banking or any application or digital wallet. You

must ensure that you read and understand ANZ’s terms and

conditions applicable to such other means of operating the

account acquired by an authorised person.

In this clause 2.1 ‘authorised person’ means an authorised

representative, authorised third party signatory or any other

person authorised by you to use the account.

For the purposes of these terms and conditions, ‘ANZ Mobile

Banking’ means the ANZ App or any ANZ mobile banking

application that succeeds or replaces that application (other than

the ANZ Plus App).

2.2 DEPOSITS

ANZ Term Deposits, ANZ Advance Notice Term Deposits, ANZ

V2 PLUS accounts and ANZ Online Saver accounts have specific

terms and conditions for depositing money. Please see section

6 for details.

Unless section 6 says otherwise, you may deposit amounts into

your account in the following ways.

• By depositing cash or a cheque over the counter at any

ANZ branch

• (Except for an ANZ Passbook Savings account) by depositing

cash or a cheque at any ANZ ATM that accepts such deposits

• (Except for an ANZ Passbook Savings account) by transferring

funds from another of your ANZ accounts using ANZ Phone

Banking, ANZ Internet Banking or ANZ Mobile Banking (if this

funds transfer functionality is available on your version of ANZ

Mobile Banking), or (where you have an ANZ card to which

both accounts are linked) using the card (either in physical

form or via a digital wallet) at any ANZ ATM in Australia

• (Except for an ANZ Passbook Savings account) by arranging

another electronic transfer from another of your accounts with

us, or another person’s account with us

• By arranging a periodical payment from another of your

accounts with us, or another person’s account with us

• By arranging an electronic transfer from your account with

another financial institution

• By arranging an electronic transfer from another person’s

account with another financial institution (e.g. by arranging to

have your salary or other income (such as a family allowance

or pension) paid directly to your account)

• By depositing cash over the counter at another financial

institution (the other financial institution may charge a fee for

this service)

• In any other way we allow

In processing deposits to your account, we will rely on your

account number only. We will not check the account name

received with the deposit instructions.

2.2A ANZ ACCESS CARD*

How you can use an ANZ Access card

We may, subject to our eligibility criteria being met, issue any

account holder, or any person authorised by any account holder,

*ANZ is phasing out ANZ Access Cards and they will generally not be issued from

29 June 2024.

with an ANZ Access card to give access to an account held by

the account holder.

We may, subject to our eligibility criteria being met, permit

the holder of an ANZ Access card to link that card so as to give

access to an eligible additional ANZ account on which the

holder of the card is authorised to operate.

We may from time to time allow your ANZ Access card to be

used via a digital wallet. A digital wallet is a mobile application

(for example, on a smartphone or wearable device) that allows

details of an eligible card to be added so that the application can

be used in place of the physical card at EFTPOS terminals (as well

as at ATMs in the case of ANZ Access Visa Debit cards).

When you use your ANZ Access card at an ATM in Australia, you

can usually choose to withdraw funds from your linked accounts

by selecting ‘SAV’ (‘savings’) or by selecting ‘CHQ’ (‘cheque’).

Similarly, when you use your physical ANZ Access card at an

EFTPOS terminal (other than a contactless EFTPOS terminal) in

Australia, you can usually choose to withdraw funds from your

linked accounts by selecting ‘eftpos SAV’ or ‘SAV’ (‘savings’), or

‘eftpos CHQ’ or ‘CHQ’ (‘cheque’).

Where you have more than one account linked to an ANZ

Access card, you may select which account is linked to the

‘eftpos SAV’ or ‘SAV’ (‘savings’) and ‘eftpos CHQ’ or ‘CHQ’ (‘cheque’)

at ATMs and EFTPOS terminals. If you do not make such a

selection, we will do so for you.

One of your linked accounts will also be treated as your default

account. Again, you may nominate your default account, and we

will nominate the default account if you do not do so. You can

find out which is the nominated default account or change the

nominated default account by calling our Contact Centre.

The nominated default account will always be debited when

you present your physical ANZ Access card at a contactless

EFTPOS terminal (if your card has a chip). The same applies

when you present your ANZ Access card via a digital wallet at a

contactless EFTPOS terminal, unless the digital wallet itself allows

you to select which account will be debited, in which case that

account selection will apply.

Refer also to section 3 in relation to the use of your ANZ Access

card at international ATMs.

Card validity and expiry

For security reasons, the physical ANZ Access card must be

signed immediately by the person in whose name it has been

issued and must only be used within the ‘valid from’ and ‘until end’

dates printed on the card. Further, you must ensure that when

an ANZ Access card expires it is destroyed, by cutting it in half

diagonally, making sure you cut through any chip on the card.

2.3 ANZ ACCESS VISA DEBIT CARD

How you can use an ANZ Access Visa Debit card

We may, subject to our eligibility criteria being met, issue any

account holder, or any person authorised by any account holder,

with an ANZ Access Visa Debit card to give access to one of the

following accounts held by the account holder (referred to as

the ‘nominated account’):

• ANZ Access Advantage

• ANZ One

• ANZ Pensioner Advantage

• ANZ Access Basic

• Other products as ANZ may make available.

We may, subject to our eligibility criteria being met, permit the

holder of an ANZ Access Visa Debit card to link that card so as

to give access to an additional ANZ account, as a secondary

account on which the holder of the card is authorised to

operate. Certain types of accounts (including ANZ Passbook

Savings accounts, ANZ Term Deposits, ANZ Advance Notice Term

Deposits and ANZ Online Saver accounts) are not able to be

linked to an ANZ Access Visa Debit card as a secondary account.

We may from time to time allow your ANZ Access Visa Debit card to

be used via a digital wallet (refer to section 2.2A for further details).

When using your ANZ Access Visa Debit card (either in physical

form or via a digital wallet), your nominated account will always

be debited when you:

• select ‘CR’ (‘credit’) or ‘Visa Debit’ at an EFTPOS terminal;

• present your physical ANZ Access Visa Debit card at a

contactless EFTPOS terminal;

• present your ANZ Access Visa Debit card via a digital wallet at

a contactless EFTPOS terminal (unless the digital wallet itself

allows you to select which account will be debited, and you

have selected ‘eftpos CHQ’ or ‘CHQ’ (‘cheque’));

• use the 16 digit ANZ Access Visa Debit card number to

purchase or pay for goods or services; or

• permit a Visa Direct enabled merchant or other person to use

your ANZ Access Visa Debit card number to originate an AFT

(where available).

Each of these uses of your ANZ Access Visa Debit card (other

than where you or the merchant effectively choose to process

the transaction through the EFTPOS network rather than the Visa

network), together with any other transaction made using your ANZ

Access Visa Debit card that is processed through the Visa network,

is referred to in these terms and conditions as a ‘Visa enabled

transaction’.

You may also be able to access your nominated account using

your ANZ Access Visa Debit card (either in physical form or via

a digital wallet) by selecting ‘eftpos SAV’ or ‘SAV’ (‘savings’) at an

ATM or EFTPOS terminal.

If you have a secondary account linked to your ANZ Access Visa

Debit card, you may be able to access that account at an ATM or

EFTPOS terminal by selecting ‘eftpos CHQ’ or ‘CHQ’ (‘cheque’) at

the ATM or terminal or via a digital wallet.

ANZ Access Visa Debit card acceptance

An ANZ Access Visa Debit card will normally be accepted by

financial institutions and merchants displaying the Visa card

symbol. However, Visa card promotional material displayed on any

premises cannot be taken as a warranty by the financial institution,

merchant or any person carrying on business there that all goods

and services available at those premises may be purchased

with the Visa card, or that cash withdrawals may be available. In

Australia, where the particular financial institution, merchant or

other person carrying on business does not accept Visa cards, they

may still allow goods and services to be purchased with the ANZ

Access Visa Debit card at an EFTPOS terminal by selecting ‘eftpos

SAV’ or ‘SAV’ (‘savings’) or ‘eftpos CHQ’ or ‘CHQ’ (‘cheque’) at the

terminal or via a digital wallet to access funds in a linked account.

The price a merchant charges for goods and services purchased

with an ANZ Access Visa Debit card may be different from the

price a merchant charges for the same goods and services

purchased with cash.

Unless required to do so by law we do not accept any liability:

• if any financial institution or merchant displaying a Visa symbol

refuses to accept or honour an ANZ Access Visa Debit card; or

• for goods or services purchased with an ANZ Access Visa

Debit card.

If you have any complaints about goods or services purchased

with an ANZ Access Visa Debit card you must resolve the

complaint directly with the merchant concerned.

Card validity and expiry

For security reasons, the physical ANZ Access Visa Debit card must

be signed immediately by the person in whose name it has been

issued and must only be used within the ‘valid from’ and ‘until end’

dates printed on the card. Further, you must ensure that when an

ANZ Access Visa Debit card expires it is destroyed, by cutting it in

half diagonally, making sure you cut through any chip on the card.

Card Controls

ANZ may make certain Card Controls available for use from time

to time.

ANZ may publish guidelines on anz.com from time to time

outlining the Card Control(s) that are currently available for

relevant cards and the types of transactions which may be

blocked or which ANZ may refuse to process when the relevant

Card Control(s) is applied.

In this clause, ‘Card Controls’ means a function that ANZ may make

available for use in connection with an ANZ Access Visa Debit card

as may be described on anz.com, which when applied, may block

or cause ANZ to refuse to process a certain transaction(s) or type

of transaction(s) on the ANZ Access Visa Debit card or the account

(as applicable) the Card Control is applied to.

2.4 CHEQUES

Cheque books are generally only available for accounts opened

prior to 16 June 2024 which had a cheque book issued prior to

that date.

How long does it take for a cheque to clear?

You should allow three to seven business days for a cheque that

you deposit to your account to clear.

We may allow you to draw on the cheque before it has cleared.

However, if this would mean that your account would be

overdrawn, we will generally only allow the drawing if there

is available credit under any formal overdraft facilities or other

formal credit facilities applicable to your account. We may also

(but we do not have to) provide you with an informal overdraft

for the overdrawn amount. See section 2.19 for further details.

What if a cheque that you have drawn on or that is

deposited to your account is dishonoured?

Where a cheque that you have drawn on your account is

dishonoured, we may charge you a Dishonour Fee.

Where a cheque that is deposited to your account is

dishonoured, we will take the amount of the cheque from your

account (to the extent it has been credited to your account).

What happens to an original cheque that is drawn on us

once it has cleared?

We will destroy the original cheque but keep a copy of it for:

• 13 months if the cheque is for less than $200; or

• seven years if the cheque is for $200 or more.

When might a cheque be dishonoured or

payment refused?

We may dishonour a cheque or refuse payment for the

following reasons:

• there is not enough money in the payer’s account;

• the cheque has not been signed;

• the cheque is more than 15 months old;

• the cheque has a future date on it;

• the cheque has been altered in a material way and the

alteration has not been signed;

• law prevents the cheque from being paid;

• the cheque has been stopped; or

• the payer’s bank has been notified that the account holder is

unable to manage their own affairs, is bankrupt or has died.

What if a cheque or my cheque book is lost or stolen?

You should keep your cheques and cheque book safe at all times.

If a cheque is lost or stolen, you must do the following.

• If a cheque made payable to you is lost or stolen, you must tell

the person who wrote the cheque

• If a cheque you have written is lost or stolen, you must ask us

to stop the cheque and you must tell the person to whom the

cheque is payable

• If your ANZ cheque book is lost or stolen, tell us to put a stop

on the cheques in that cheque book. If you then find the

cheques, you cannot use them until you have given us written

authorisation.

If you don’t tell us, as soon as possible, that your cheque book

has been lost or stolen, you may be liable for transactions

incurred by you before you notify us, even if they are made

without your authority.

‘Crossed’ cheques

A cheque with two parallel lines across it is a ‘crossed cheque’.

A crossed cheque must be paid into an account with a bank or

other financial institution. It cannot be cashed.

‘Not Negotiable’ cheques

If the words ‘Not Negotiable’ are written between the two

parallel lines on a crossed cheque, this protects the true owner

of a cheque that is lost or stolen by making sure that the

recipient of a cheque obtains no better rights to the cheque

than the person who passed the cheque.

For example, if your cheque has been stolen and the thief

passes it on to an innocent person, you will be able to recover

the amount paid on your cheque from the innocent person (or

the thief if they are found). This is because the thief had no

right to the cheque and so passed no rights to it on to the

innocent person.

‘Account payee only’

If you write these words on a cheque, you are directing the bank

collecting the cheque to pay the cheque into the account of the

person named on the cheque only.

‘Or bearer’ and ‘or order’

If the words ‘or bearer’ are on a cheque, a bank may pay the

cheque to anyone who has it, not only the person it is made

payable to. If you delete these words, the cheque becomes an ‘or

order’ cheque.

With an ‘or order’ cheque, if the payee wants to transfer it to

another person, they must first sign the back of the cheque.

Cashing a cheque

If you, as the drawer, want to cash a ‘crossed’ or ‘Not Negotiable’

cheque at your branch, always write ‘Please pay cash’ instead of

a name at the top of the cheque, and sign in full underneath

(do not just write your initials). You also need to sign in full in the

space for your signature.

If you want to cash a cheque at another branch, you will need to

provide two forms of identification:

• one form must be photo ID, such as your driver’s licence

• one can be your ANZ card linked to your account.

Cheques made payable to someone else

If you try to pay in or cash a cheque that is, or appears to be,

made payable to, or belong to, someone else, we may refuse

to accept that cheque, refuse to cash that cheque or set some

conditions that you must meet before we accept it.

Stopping a cheque

You can stop a cheque that you have written by telling us:

• the amount of the cheque;

• the cheque number and the date on it; and

• who the cheque is made payable to.

If you have lost a cheque you received from someone else, tell

that person so they can stop the cheque.

Tips for cheque security

• Don’t leave gaps between words

• When writing out the amount in words, start as close as

possible to the left-hand side and write ‘only’ at the end of the

amount

• When writing out the amount in figures, start as close as

possible to the dollar sign

• Never write out a cheque in pencil, or in ink that can be erased

(rubbed out)

• Do not sign a cheque until it is all filled out

• Always write the amount in words as well as figures

• Check your bank statements regularly to make sure the

amounts taken from your account agree with the amounts

shown on the cheque book stubs.

Bank cheques

Bank cheques are cheques instructing payment from the bank

itself rather than from a customer’s account.

As an ANZ account holder, you can buy a bank cheque for a fee.

We can dishonour a bank cheque if:

• the bank cheque is forged or counterfeit;

• the bank cheque has been altered;

• fraud or another crime has been committed;

• we have been told that the bank cheque has been lost or

stolen;

• there is a court order restraining us from paying a bank

cheque;

• we have not received the fee or value for the bank cheque; or

• the bank cheque is presented by a person who is not entitled

to the cheque proceeds.

If a bank cheque we have issued is lost or stolen, we will, in

certain circumstances, provide a replacement cheque for a fee.

2.5 SPECIAL CLEARANCE OF FUNDS

Special clearance of cheques that are deposited into your

account are no longer available.

2.6 WITHDRAWING OR TRANSFERRING

MONEY

ANZ Term Deposits, ANZ Advance Notice Term Deposits, ANZ

V2 PLUS accounts and ANZ Online Saver accounts have specific

terms and conditions for withdrawing or transferring money.

Please see section 6 for details.

Unless noted otherwise, you may withdraw or transfer money

from your account, as long as enough funds are available, in the

following ways.

• By withdrawing cash over the counter at any ANZ branch

• By cheque, if you have a cheque book for your account

• (Except for an ANZ Passbook Savings account) by transferring

funds to another account with us or another financial

institution, or making a BPAY® Payment, via ANZ Internet

Banking or ANZ Mobile Banking (if this funds transfer

functionality is available on your version of ANZ Mobile

Banking), including by arranging a recurring payment, or a

PayTo payment (where eligible) (see section 2.7)

• (Except for an ANZ Passbook Savings account) by transferring

funds to a linked account, or making a BPAY® Payment, via

ANZ Phone Banking;

• (Except for an ANZ Passbook Savings account) by arranging

a direct debit or periodical payment (see section 2.7) or other

electronic transfer to another account with us or another

financial institution

• For an ANZ Passbook Savings account, by arranging a

periodical payment (see section 2.7) to another of your eligible

accounts with us

• (Except for an ANZ Passbook Savings account) if you have an

ANZ card linked to your account, by using the card (either in

physical form or via a digital wallet):

• to withdraw cash at an ATM;

• (where the other account is also linked to the card) to

transfer funds to another ANZ account at an ANZ ATM in

Australia;

• to make a cash withdrawal or purchase via EFTPOS where

permitted by the operator of the terminal; or

• to initiate an AFT through a Visa Direct enabled merchant or

other person (where available).

• In any other way we allow.

If you have an ANZ Access card or ANZ Access Visa Debit card

linked to your account you can authorise transactions in the

following ways (as applicable).

• By using your ANZ Access card or ANZ Access Visa Debit

card, alone or together with your PIN and either in physical

form or via a digital wallet, in conjunction with any electronic

equipment or terminal (including a contactless EFTPOS

terminal)

• By presenting your ANZ Access Visa Debit card to a merchant

and signing a voucher or other documentation acceptable to

us authorising the transaction

• By giving the ANZ Access Visa Debit card details to a merchant

or to any other party to whom payment is to be made, either

directly or through a third party, in a manner acceptable to us,

for example, over the phone or online

• By arranging an electronic debit on your ANZ Access

Visa Debit card by providing a standing authority to have

payments made directly from your linked nominated account.

You can authorise a transaction made using your ANZ Access Visa

Debit card for either a particular amount or for particular goods

or services. For example, if you hire a car, you may authorise a

transaction for both the rental and any additional costs, such as

the cost of any damage to the vehicle.

When you authorise a transaction made using your ANZ Access

card or ANZ Access Visa Debit card:

• you are confirming the validity of the amount of the

transaction, that is, the transaction correctly represents the

purchase price of the goods or services obtained, or the

amount of the cash withdrawal; and

• the account holder is agreeing to pay (in Australian dollars)

the amount of that transaction.

It is your responsibility to ensure that all the information you

have provided to ANZ to facilitate a withdrawal or transfer

is correct. For instance, where applicable ANZ will rely in the

account number and branch number (BSB) you provide in your

instruction to process a transfer to another account or another

financial institution (including direct debit, recurring payment

and periodical payment). ANZ will not check that the details

provided by you are correct or that the account name matches

the account number.

If we allow you to make withdrawals in other ways, we can set

further terms and conditions for those withdrawals. If you want

to make a withdrawal at an ANZ branch that is not the one your

account is held at, we may set a limit on the amount you can

withdraw each day. We may also otherwise impose limits on the

amount of cash withdrawals that may be made over the counter

at any ANZ branch. Please ask at the branch or call our Contact

Centre for details of any limits that apply.

If a withdrawal would mean that your account would be

overdrawn, we will generally only allow the withdrawal if there

is available credit under any formal overdraft facilities or other

formal credit facilities applicable to your account. We may also

(but we do not have to) provide you with an informal overdraft

amount. See section 2.19 for further details.

You may have to pay a Dishonour Fee if you authorise a

person or company to take a direct debit from your account

and we cannot make the payment to them because there are

insufficient cleared funds available in your account. As noted

above, you may also have to pay a Dishonour Fee where a

cheque that you have drawn on your account is dishonoured.

You may have to pay a Periodical Payment Non-Payment Fee if

you have authorised a periodical payment that we cannot pay

from your account because there are insufficient cleared funds

available in your account.

2.6A OTHER WAYS YOU CAN TRANSACT

Despite any other provision in these terms and conditions, we

may permit you to make deposits to or withdrawals from your

ANZ account at an agent, contractor or service provider of us.

Where such deposits or withdrawals are permitted by us, the time

for processing the relevant credits or debits to your account may

vary. We reserve the right to restrict the amount, or the amount of

each denomination, of any deposits or withdrawals that may be

made at an agent, contractor or service provider, without notice

where we consider that it is in our legitimate interests to do so.

For example, we may do so where we consider this necessary to

protect us or you from suffering financial loss (e.g. as a result of

suspected fraudulent activity on the account). Any transaction

limits that would otherwise apply are subject to our rights to take

these actions. Details of any processing times and limits may be

published on www.anz.com.au/ways-to-bank/

2.7 DIRECT DEBITS, RECURRING PAYMENTS

AND PERIODICAL PAYMENTS

ANZ V2 PLUS accounts have specific terms and conditions relating

to direct debits, recurring payments and periodical payments.

Please see section 6.9 for details.

Please see section 8 for details about PayTo Payment Agreements.

A direct debit is a payment that you have authorised a merchant to

collect from your ANZ account and that you arrange through the

merchant by providing your account number and branch number

(BSB) (not your 16 digit ANZ Access Visa Debit card number).

A recurring payment is a payment that you have arranged via

ANZ Internet Banking to be paid on a repeating basis from your

ANZ account.

A periodical payment is a payment (other than a recurring

payment) that you have arranged with us to be paid on a

repeating basis from your ANZ account by reference to your

account number and branch number (BSB) (not your 16 digit ANZ

Access Visa Debit card number). You may establish a periodical

payment facility at an ANZ branch, by contacting our Contact

Centre or by any other means that we allow.

If you have established a recurring payment facility, you may use

ANZ Internet Banking to stop or change a recurring payment on

the facility, or cancel the facility, at any time before the relevant

recurring payment is made.

If you have established a periodical payment facility, you can tell us

to stop or change a periodical payment on the facility, or cancel the

facility, by contacting our Contact Centre or visiting an ANZ branch,

at least two business days before the relevant periodical payment

is due to be made. If you phone us, we may ask you to send us

written confirmation of your instruction before implementing it.

In certain cases we may be able to block a particular direct debit,

or direct debits by a particular merchant, at your request, provided

the request is made at least two business days before the

payment is due to be made.

You may notify us of your request to block a direct debit by

contacting our Contact Centre or by visiting an ANZ branch. If you

phone us, we may ask you to send us written confirmation of your

instruction before implementing it.

Blocking one or more direct debits may cause the merchant

concerned to stop providing the relevant goods and services

or may result in liability for you under any contract between

you and the merchant. You should make alternative payment

arrangements with the merchant if necessary.

For the purposes of these terms and conditions, a ‘business day’

means a day that is not a Saturday, a Sunday or an Australian

national public holiday.

2.8 AUTHORISATIONS FOR TRANSACTIONS

MADE USING AN ANZ ACCESS VISA

DEBIT CARD

When you use your ANZ Access Visa Debit card for a Visa enabled

transaction at an EFTPOS terminal or by using the 16 digit ANZ

Access Visa Debit card number to purchase or pay for goods or

services, or to permit a Visa Direct enabled merchant or other

person to complete an AFT (where available), the merchant

or other person involved in the transaction may obtain an

authorisation for the transaction before the transaction is made.

This authorisation is for the purpose of establishing that there

are sufficient funds available in the account for the transaction.

This authorisation may be completed for a transaction that

occurs at a later time such as car hire, accommodation and

transactions at unmanned terminals (for example, unmanned

petrol stations).

An authorisation may reduce the amount of available funds

in the linked nominated account (and the Transaction may be

shown as ‘pending’). If the purchase or other transaction is not

completed, the amount of available funds in the account may

continue to be reduced for a period of time, usually for around

six business days.

2.9 STANDING AUTHORITIES SET UP USING

YOUR ANZ ACCESS VISA DEBIT CARD NUMBER

You can, at any time, provide a standing authority to a merchant

to transact on your linked nominated account, by providing your

16 digit ANZ Access Visa Debit card number.

To cancel such a standing authority, you must notify the

merchant in writing before the next transaction is due to be

processed. The period of notice required will be determined

by the relevant merchant. As a standing authority involves an

agreement between you and the relevant merchant, we are not

able to cancel a standing authority on your behalf. Further, unlike

direct debits set up using your account number and branch

number (BSB), we are not able to block a future payment made

pursuant to a standing authority. Until you cancel the standing

authority, the merchant is entitled to request us to debit the

account and we are obliged to process any request.

If the merchant does not comply with your request to cancel

the standing authority, you must send us a copy of your

correspondence with the merchant to enable us to dispute

the relevant transaction(s) on your behalf according to the

procedure in sections 2.10 and 2.11 below.

In some circumstances, if your ANZ Access Visa Debit card

number changes (for example, if your account is closed or your

ANZ Access Visa Debit card is lost or stolen), or your ANZ Access

Visa Debit card is cancelled, and you don’t provide alternative

payment details (for example, your new ANZ Access Visa Debit

card number) to the merchant, we may stop processing the

transactions, after giving notice to the merchant, and this may

cause the merchant to stop providing the goods and services.

In some cases, an existing standing authority may automatically

continue even if your ANZ Access Visa Debit Card details have

changed (for example, when you are issued with a replacement

card, we may provide your updated ANZ Access Visa Debit card

details to Visa for merchants to access and use). This means that

some merchants may use your updated ANZ Access Visa Debit

Card details without you directly giving those details to them.

If you do not want that to happen, you can opt out of these

automatic updates at any time by contacting ANZ, or you can

cancel the standing authority.

2.10 REVERSING A TRANSACTION MADE

USING YOUR ANZ ACCESS CARD OR ANZ

ACCESS VISA DEBIT CARD

Where you have used your ANZ Access card or ANZ Access Visa

Debit Card to purchase goods or services, or to complete an AFT

(where available), you may be entitled to reverse (chargeback)

the transaction where you have a dispute with the merchant. For

example, you may be entitled to reverse a transaction where the

merchant has not provided you with the goods or service you

paid for or has not completed an AFT.

You must notify us promptly if you believe you are entitled to

reverse a transaction. If it is determined that you are entitled to

reverse a transaction, we will credit your account for the amount

initially debited for the transaction.

You can also dispute any transaction that you did not authorise.

Please see section 8, Electronic Banking Conditions of Use, for

details of when ANZ will be liable for unauthorised transactions.

2.11 TIME LIMITS FOR REVERSING A

TRANSACTION MADE USING YOUR ANZ

ACCESS CARD OR ANZ ACCESS VISA

DEBIT CARD

It is your responsibility to review carefully your statements

of account. You should notify us immediately of a disputed

transaction made using your ANZ Access card or ANZ Access

Visa Debit card.

Scheme operating rules impose time limits for raising a dispute.

Generally under these scheme rules ANZ must lodge a fully

detailed claim on your behalf within 120 days. For transactions

executed using the EFTPOS system (which will include all ANZ

Access card transactions and may include some ANZ Access

Visa Debit card transactions), longer time limits may apply.

We recommend that you raise your dispute with us as soon

as possible, so that we have sufficient time to get all of the

information and documents ready to lodge a claim within the

time limit. If you do not notify us of your disputed transaction

and provide us with all necessary details in time for ANZ to meet

this deadline, ANZ may not be able to assist you in having the

disputed transaction reversed.

If you’re disputing a transaction on the basis that you did not

authorise the transaction, then your dispute will usually be

governed by the ePayments Code and the time limits within

the card scheme operating rules may not apply. However,

you should still let us know about your dispute as soon as you

can. If you unreasonably delay in reporting an unauthorised

transaction, this may affect ANZ’s liability for any losses resulting

from the transaction.

2.12 VISA SECURE AND EFTPOS SECURE

TRANSACTIONS

You are not able to reverse a transaction made using your ANZ

Access Visa Debit card that is authenticated using Visa Secure or

eftpos Secure unless we are liable as provided in your Electronic

Banking Conditions of Use.

2.13 WHEN A VISA ENABLED TRANSACTION

MADE USING YOUR ANZ ACCESS VISA DEBIT

CARD WILL BE APPLIED TO THE ACCOUNT

All transactions made using your ANZ Access Visa Debit card

(except for transactions made at an EFTPOS terminal or using your

card via a digital wallet, which are not Visa enabled transactions)

will be processed to the account on the date they are received

by us and are effective as at the date of the transaction (or, if later,

the date assigned to the transaction by the financial institution

that initially processed the transaction). The date that we receive

a transaction for processing may not be the date the transaction

was made or that has been assigned to it. We may be provided

with information concerning a transaction made using your ANZ

Access Visa Debit card number (excluding transactions made at

an EFTPOS terminal or using your card via a digital wallet, which

are not Visa enabled transactions), for example mail or online

purchases, a number of days after the transaction was made or

initially processed.

2.14 PROCESSING OF WITHDRAWALS AND

DEPOSITS GENERALLY

The date on which withdrawals and deposits are applied to your

account may differ, depending on the nature of the withdrawal or

deposit. Deposits and other credits (including credits for returns

of purchased goods) will not be treated as made until the date on

which those deposits or other credits are applied to your account

in the ordinary course of business (referred to as the ‘effective

date’). Generally, deposits and withdrawals will be applied to your

account (i.e. ‘be effective’) on the date of processing but, in some

cases, they may be applied as at a different date.

Generally, and except as otherwise noted in these terms and

conditions (including in section 2.13), the rules below will apply.

Any withdrawal or deposit made via an ANZ ATM in Australia

(excluding cheque deposit transactions), ANZ EFTPOS, ANZ

Phone Banking, ANZ Internet Banking or ANZ Mobile Banking

will be applied to your account effective on the date on which it

is made, provided the transaction is made before the following

times, as relevant:

• 9.45pm Melbourne time for ANZ ATMs in Australia (excluding

cash deposits and transfers between ANZ accounts (for which

there is no cut-off time) and cheque deposit transactions); and

• 9.30pm Melbourne time for ANZ EFTPOS transactions (unless

the relevant merchant elects an earlier cut-off time).

Any relevant transaction made after the applicable time may be

applied to your account effective on the following day. However,

in the case of ANZ V2 PLUS accounts, any relevant transaction

that occurs after the applicable time, or that occurs on a non-

business day, will be processed and applied to your account

on the next business day. However, a withdrawal will generally

reduce the amount of available funds in the account on the day

it is made, even if it is only processed or effective on a later date.

Withdrawals conducted via another financial institution

(including via a non-ANZ ATM or non-ANZ EFTPOS terminal) will

be processed and applied to your account in accordance with

the cut-off time agreed between us and that financial institution

(or their representative), and may be different to the above. The

date on which withdrawals conducted at ANZ ATMs outside of

Australia will be processed and applied to your account may be

different to the above.

If a recurring payment or periodical payment is due to be paid

on a non-business day, the payment will be made on the next

business day, unless you ask us to make the payment on a later

business day.

Cheque deposits made at an ANZ ATM will usually take up to

seven business days to be applied to your account (and will

be subject to the terms and conditions applying to cheques

referred to in section 2.4).

If you make a deposit at another bank or financial institution,

there may be a delay of several days before that amount is

applied to your account.

You should note that the effective date at which a payment from

your account is applied to your account may be different from

the date on which it is processed as a payment to the payee.

Generally, and except as otherwise noted in these terms and

conditions, any payment made via an ANZ ATM, ANZ EFTPOS,

ANZ Phone Banking, ANZ Internet Banking or ANZ Mobile

Banking will be processed as a payment to the payee on the

date on which it is made, provided the transaction is made

before the following times, as relevant:

• the times listed above on a business day for ANZ ATMs and

ANZ EFTPOS;

• the following times on a business day for funds transfers made

via ANZ Phone Banking, ANZ Internet Banking or ANZ Mobile

Banking:

- 8pm Melbourne time for funds transfers to a non-ANZ

account in Australia (i.e. Pay Anyone payments);

- 9.30pm Melbourne time for international money transfers;

- 10.30pm Melbourne time for funds transfers to a linked ANZ

credit card account; and

- 6pm Melbourne time on a business day when making a

BPAY® Payment.

Any relevant payment made after the applicable time on a

business day, or at any time on a non-business day, may not be

processed by us as a payment to the payee until the following

business day.

If we receive a message through the New Payments Platform

that a payment will be made to your account, we may credit the

amount of the payment to your account even if we have not

yet received the payment. If the payment is not received for any

reason, we will reverse the transaction by taking the amount

from your account.

If a payment from your account is eligible to be processed

through the New Payments Platform, including through Osko®

it may be processed as a payment to the payee in near real time,

including on a non-business day, and in that case will be applied

to your account effective on the date on which it is processed. In

the case of a recurring payment that is due to be paid on a

New Payments Platform means the new payments platform operated by NPP Australia

Limited.

Osko® means the Osko® payment service provided by BPAY Pty Ltd using the New

Payments Platform.

non-business day, this means that the payment will be made

on that day if processed in near real time through the New

Payments Platform.

If the New Payments Platform cannot be used for any reason,

we will try to make the relevant payment from your account

through other available payments systems, and the other terms

of this section 2.14 will generally apply. You should always allow

sufficient time for payments from your account to be received

by the payee if they cannot be made using the New Payments

Platform or Osko®.

2.14A ADJUSTMENTS TO YOUR

ACCOUNT BALANCE

The date on which a transaction is processed to your account

may differ from the date on which the transaction occurred or is

regarded as effective. For example, where we are provided with

information concerning a purchase made using your account a

number of days after the purchase was made, we may treat the

transaction as being effective on the date on which it was made.

We may also subsequently adjust a debit or credit to your

account so as to accurately reflect our and your legal obligations

(for example, because of an error, a dishonour of a cheque or a

resolution against you of a dispute).

In both circumstances, we may make consequential adjustments

to the balance of your account, including with respect to accrued

interest or interest that has already been credited or debited to your

account. For example, we may debit your account to recover excess

interest credited to your account as a result of a transaction which

was effective before a particular interest payment date, but that was

processed to your account after that interest payment date.

We generally won’t make adjustments in respect of interest on your

account for a transaction which has an effective date more than 60

days prior to the date on which the transaction was processed.

2.15 PAYMENT PROCEDURES

The order in which we process transactions on a day may vary

from the order in which transactions are made on that day or

are received by us on that day. For example, we may process

transactions involving debits to your account before processing

transactions involving credits.

2.16 CHANGES WE CAN MAKE TO FEES,

CHARGES AND INTEREST

We may make changes to the terms and conditions of your

account relating to fees, charges and interest without your

agreement. The table sets out these changes and how and

when we will give you notice of them. In the table, a reference to

notice in writing is to notice by any notification method allowed

by these terms and conditions and a reference to notice by

press advertisement is to notice by advertisement in a national

newspaper or in two or more major metropolitan newspapers

that in combination circulate generally in each State and

Territory of Australia.

Type of change

Minimum

number of

days notice

Method of

notice

Introduce a new fee

or charge

30 days In writing

Increase an existing fee

or charge

30 days

In writing

or by press

Change the method by

which interest is calculated

or the frequency with

which interest is debited

or credited

30 days In writing

Change the interest

rate that applies to

your account

Day of the

change

In writing

or by press

Change the name of

interest rates, accounts or

publications

Day of the

change

In writing

or by press

The rights mentioned above should be read as if they are each a

separate right even though they are set out in the one table.

Despite this clause:

• we cannot change the rate of interest that applies to a term

deposit during the term of the term deposit (subject to any

adjustment for early withdrawals as described in clause 6.10); and

• we will always give you notice of any change to the terms and

conditions of your account in accordance with any applicable

laws or industry codes (such as the Banking Code of Practice),

or any other terms and conditions applicable to your account,

which require any minimum notice periods or specific

methods of notification.

If you are unhappy with a proposed change to the terms and

conditions, you have the right to close your account in accordance

with the applicable terms and conditions in this booklet.

2.16A CHANGES WE CAN MAKE TO OTHER

TERMS AND CONDITIONS

We may make the following changes to the terms and

conditions of your account without your agreement:

• changes that ensure that the product is, or the terms of the

account are consistent with our business, communication,

technological or operational systems or processes;

• changes to comply with, or reduce the risk of non-compliance

with any law, or decision, recommendation, regulatory

guidance or standard of any court, tribunal, ombudsman

service, regulator or any other similar body;

• changes that are in our reasonable opinion, required or

appropriate to protect any person (including ANZ) from the

risk of fraud or illegal activity;

• changes that enhance the security of our products or services;

• changes that are administrative;

• changes to simplify the terms of your account;

• changes to correct a mistake, inconsistency or omission;

• changes to reflect changes or improvements to the features of

the product or how it works;

• to change, or as part of a process to, discontinue or replace

a product or migrate a product to a new system, and for this

purpose we may change your product to a different product

with similar features to the discontinued or replaced product,

or change your existing product;

• changes that are beneficial to you;

• changes that reflect current industry or market practice or

conditions or that we reasonably consider are appropriate

in light of changes to community standards or expectations

in respect of bank or environmental, social and governance

practices;

• changes that in our reasonable opinion are reasonably

required to prudently manage a material credit, operational or

compliance risk; and

• any other changes that are reasonably necessary to protect

our legitimate business interests.

We will give you reasonable notice of these changes. If we

reasonably consider a change is unfavourable to you, we will

give you prior notice of at least 30 days. We may give you a

shorter notice period, which may include notice on the day the

change takes effect if we reasonably consider:

• the change has a positive or neutral effect on you; or

• providing a shorter notice period is necessary for us to:

- avoid or reduce a material increase in our credit risk or loss; or

- comply with legal or regulatory requirements.

We may give you notice of the change by any notification

method allowed by these terms and conditions or by

advertisement in a national newspaper or in two or more

major metropolitan newspapers that in combination circulate

generally in each State and Territory of Australia.

Despite this clause, we will always give you notice in accordance

with any applicable laws or industry codes (such as the Banking

Code of Practice), or any other terms and conditions applicable

to your account, which require any minimum notice periods or

specific methods of notification.

If you are unhappy with a proposed change to the terms and

conditions, you have the right to close your account in accordance

with the applicable terms and conditions in this booklet.

2.17 INTEREST RATES

You can generally get details of current interest rates:

• by phoning the Rate Inquiry Line using the contact details at

the back of this booklet;

• at any ANZ branch; or

• by visiting our website at www.anz.com

2.18 WORKING OUT THE INTEREST WE PAY

For ANZ Online Saver accounts, ANZ Equity Manager accounts,

ANZ Passbook Savings accounts, ANZ Progress Saver accounts,

ANZ Premium Cash Management Accounts, ANZ SMSF Cash Hub

accounts, ANZ Pensioner Advantage accounts and ANZ V2 PLUS

accounts we will work out the credit interest that accrues on the

positive balance of your account at the end of each day, in the

manner set out below. This should be read together with section 6,

which contains further detail regarding how we work out interest

(including bonus interest in the case of ANZ Progress Saver accounts)

on some of the different types of accounts referred to above.

ANZ Term Deposits and ANZ Advance Notice Term Deposits have

specific terms relating to interest. These are set out in section 6.8.

We do not pay interest on account balances in ANZ One offset

accounts. See section 7 of this booklet for more information

on ANZ One offset accounts. We also do not pay interest

on account balances in ANZ Access Basic and ANZ Access

Advantage accounts.

Types of interest rates

Credit interest will accrue daily on the positive balance of your

account as at the end of the day at the applicable daily interest

rate, as explained below.

Unless sections 6 and 7 provide that a tiered interest rate or

banded interest rates apply to your account, credit interest on

your account will be calculated for a particular day by applying

a single annual interest rate, regardless of the balance of

your account.

A tiered interest rate means that the annual interest rate

applicable to your account for a particular day can vary

depending on the balance of your account on that day.

This means that the rate of interest applicable on the whole

balance of your account can be different depending upon the

balance of your account on a particular day.

For an account with banded interest rates, different annual

interest rates for a particular day can apply to different parts

of your account balance on that day. For example, the interest

that accrues on the part of your balance between $10,000 and

$20,000 can be different from the interest that accrues on the

first $9,999.99 of the balance.

In all cases, we will work out the interest that accrues on your

account for a particular day at a rate (or rates, as applicable)

equal to the applicable annual interest rate (or rates, as

applicable) divided by the number of days in that year (usually

365, but 366 in a leap year).

When interest is credited

Accrued interest will be credited to your account with the

frequency indicated in sections 6 and 7, or with such other

frequency as set out in the confirmation letter relating to the

opening of your account or subsequently agreed by you or

determined by us in accordance with section 2.16. The interest

that is credited to your account on a particular day will not

generally include the interest accrued in respect of that day.

Where an interest payment is scheduled to be credited on the

29th, 30th or 31st of a month which does not contain such a

date, it will, subject to the comments below, be credited on the

last day of that month.

Except in the case of ANZ Passbook Savings accounts (see section

6.7) and ANZ V2 PLUS accounts (see section 6.9), where an interest

payment is scheduled to be credited to your account on a non-

business day, it will generally be credited on the preceding business

day. The payment will exclude interest accruing in respect of that

preceding business day or any subsequent day. However, where that

preceding business day is not in the same calendar month as the

scheduled date, the interest payment will instead be credited to your

account on the next business day. The payment will relate to interest

accrued up to, but not including or following, the scheduled date.

The payment will be credited with effect from the scheduled date.

When you close your account, we will generally pay any

outstanding credit interest to you. We may also credit interest to

your account on any date on which we change the frequency

with which interest is credited to your account.

Except in the case of ANZ Passbook Savings accounts and ANZ

V2 PLUS accounts, you can choose to have your interest paid to

another eligible ANZ deposit account, rather than being credited

to the account on which the interest accrues. Unless you tell us

otherwise, we will pay any interest to the account on which the

interest accrues.

2.19 PROVIDING CREDIT

If your account is overdrawn for any reason and you do not have

available credit under any formal overdraft facilities or other

formal credit facilities applicable to your account then we may

(but we do not have to) provide you with an informal overdraft

facility for the overdrawn amount (the Informal Overdraft).

Specific terms and conditions apply in relation to overdrawing:

• an ANZ SMSF Cash Hub account - refer to section 6.6 for

details; and

• an ANZ Equity Manager account with a formal credit limit -

refer to our ‘Consumer Lending Terms and Conditions’ booklet.

In the case of ANZ Equity Manager accounts, this section only

applies to such accounts without a formal credit limit.

Debit interest charged

Debit interest will accrue daily on that part of the overdrawn

balance of your account that is referable to your Informal

Overdraft as at the end of the day at the applicable daily

interest rate.

Except in the case of ANZ Equity Manager accounts, the daily

interest rate applicable to your Informal Overdraft will be the

ANZ Retail Index Rate plus a margin (refer to the ‘ANZ Personal

Banking Account Fees and Charges’ booklet for details), divided

by 365.

For an ANZ Equity Manager account, the daily interest rate

applicable to your Informal Overdraft will be the ANZ Equity

Manager Rate plus or minus any applicable margin, divided by

365. The applicable margin will be that, if any, disclosed in the

letter of offer for the account as being the margin that formed

part of the annual interest rate applicable to any credit provided

within the formal credit limit for the account (subject to any

subsequent amendment by ANZ in accordance with the terms

and conditions applicable to the account).

Accrued debit interest will be debited to your account monthly

from the date on which your account was opened or (in the

case of ANZ Online Saver accounts, ANZ Progress Saver accounts

and ANZ Premium Cash Management Accounts) on the last

business day of each month, or with such other frequency as

set out in the confirmation letter relating to the opening of your

account or subsequently agreed by you or determined by us in

accordance with section 2.16. The interest that is debited to your

account on a particular day will not generally include the debit

interest accrued in respect of that day.

Where an interest debit is scheduled to be debited on the 29th,

30th or 31st of a month which does not contain such a date, it

will, subject to the comments below, be debited on the last day

of that month.

Where an interest debit is scheduled to be made on a non-

business day, the debit will generally be made on the preceding

business day. The debit will exclude debit interest accruing in

respect of that preceding business day or any subsequent day.

However, where that preceding business day is not in the same

calendar month as the scheduled date, the interest debit will

instead be made to your account on the next business day. The

debit will relate to interest accrued up to, but not including or

following, the scheduled date. The debit will be made with effect

from the scheduled date.

Repayment

Where you have obtained an Informal Overdraft, you must repay

in full that part of the overdrawn balance of your account that is

referable to your Informal Overdraft (including as a result of any

subsequent Informal Overdrafts) by the day that is 30 days after

the day on which the Informal Overdraft was debited or treated

as being advanced to your account, or earlier upon demand by

us. The overdrawn amount may include any interest debited

to your account during the relevant period in relation to any

relevant Informal Overdraft.

General

Although we may consider providing an Informal Overdraft to

you in certain circumstances, we do not agree to provide any

credit in respect of your account without prior agreement.

If you want to avoid using an Informal Overdraft, you should ask

us about:

• other products which might better suit your needs; or

• other ways in which you can monitor the balance of

your account.

You should tell us as soon as possible if you are in financial difficulty.

2.20STATEMENTS

For ANZ V2 PLUS accounts there are specific terms and

conditions relating to statements. Please see section 6 for details.

Except as noted below or where we agree with you otherwise,

we will generally provide you with a statement for your account

at least once every six months.

We will not generally provide you with any statements for an

ANZ Passbook Savings account.

You must carefully check your statements. If you think there are

mistakes or unauthorised or disputed transactions shown on a

statement, contact us as soon as possible. Details of our dispute

resolution procedures are set out in section 2.24.

2.21 PRIVACY AND CONFIDENTIALITY

We will collect and use information about you during the course

of your relationship with us. We explain below when and how

we may collect, use and disclose this information.

It is important that the information we hold about you is up to

date. You must let us know when information you have provided

us has changed.

Collection, use and disclosure of information

We may use and disclose the information we collect about you

for the following purposes:

• to assist in providing information about a product or service;

• to consider your request for a product or service;

• to enable us to provide a product or service;

• to tell you about other products or services that may be of

interest to you;

• to assist in arrangements with other organisations (such as

loyalty partners) in relation to the promotion or provision of a

product or service;

• to manage accounts and perform other administrative and

operational tasks (including risk management, systems

development and testing, credit scoring, staff training,

collecting debts and market or customer satisfaction research);

• to consider any concerns or complaints you raise against us

and/or to manage any legal action involving us;

• to identify, prevent or investigate any fraud, unlawful activity

or misconduct (or suspected fraud, unlawful activity

or misconduct);

• to identify you or establish your tax status under any

Australian or foreign legislation, regulation or treaty or

pursuant to an agreement with any tax authority; and

• as required by relevant laws, regulations, codes of practice and

external payment systems.

Absence of relevant information

If you do not provide some or all of the information requested,

we may be unable to provide you with a product or service.

Information required by law etc.

We may be required by relevant laws to collect certain

information from you. Details of laws that require us to collect

information about individuals (personal information) and

why these laws require us to collect personal information are

contained in our Privacy Policy and at www.anz.com/privacy.

Providing your information to others

We may provide your information to:

• any of our related entities which may use the information

to: carry out our functions and activities; promote its own

products and services; assess your application for one of its

products or services; manage your product or service; perform

administrative and operational tasks (including debt recovery);

or comply with regulatory requirements and prudential

standards;

• an organisation that is in an arrangement with us to jointly

offer products and/or has an alliance with us to share

information for marketing purposes (and any of its outsourced

service providers or agents), to enable them or us to: provide

you with products or services; and/or promote a product or

service;

• any agent, contractor or service provider we engage to carry

out or assist our functions and activities (for example, mailing

houses or debt collection agencies);

• an organisation that assists us to identify, prevent or

investigate fraud, unlawful activity or misconduct;

• regulatory bodies, government agencies, law enforcement

bodies and courts;

• other parties we are authorised or required by law or court/

tribunal order to disclose information to;

• participants in the payments system (including payment

organisations and merchants) and other financial institutions

(such as banks);

• other credit providers;

• mortgage insurers and any reinsurer of any such

mortgage insurer;

• your guarantors (and intending guarantors) and any person

who has provided security for your loan;

• any person who introduces you to us;

• your referee(s);

• your employer;

• your joint borrower(s) or account holder(s); and

• your adviser; your authorised agents; your executor,

administrator or trustee in bankruptcy; your legal

representative; your attorney; or anyone acting for you in

connection with your account.

If you do not want us to tell you about products or services,

phone our Contact Centre to withdraw your consent.

We may disclose information to recipients (including service

providers and our related entities) which are (1) located

outside Australia and/or (2) not established in or do not

carry on business in Australia. You can find details about

the location of these recipients in our Privacy Policy and at

www.anz.com/privacy.

Credit Reporting

We may also disclose personal information, including

information about your other credit liabilities, repayments and

defaults, to credit reporting bodies. We may also collect this

information from credit reporting bodies. Information about

credit reporting, including the name and contact details of these

credit reporting bodies, when we may disclose your personal

information to them to include in a report about your credit

worthiness, and how you can request credit reporting bodies

not use your information in certain circumstances, is available at

www.anz.com/privacy.

If you would like a hard copy of this information, please call

our Contact Centre or visit any ANZ branch for a copy of our

Our Privacy Policy

Our Privacy Policy (www.anz.com/privacy) contains information about:

• the circumstances in which we may collect personal

information from other sources (including from a third party);

• how to access personal information and seek correction of

personal information; and

• how you can raise concerns that we have breached the

Privacy Act or an applicable code and how we will deal with

those matters.

Collecting sensitive information

We will not collect sensitive information about you, such as

information about your health, without your consent.

Personal information you provide about someone else

If you give us personal information about someone else, please

show them a copy of this section so that they may understand

the manner in which their personal information may be used or

disclosed by us in connection with your dealings with us.

2.22 INACTIVE ACCOUNTS

If you fall behind with your ANZ Access account, or you do not

use the account for more than six months, we can treat the

account without concessions, exemptions or waivers.

If you have not used your account for seven years and your

account balance is greater than $0 and less than $500, we can

close your account without giving you notice. If you do not

operate your account for seven years and your account balance

at the time is $500 or more, we may be required by law to send

your money to the Government as unclaimed money.

While you can reclaim your money at any time, we suggest you

operate your account regularly to avoid this inconvenience.

2.23 DISRUPTION TO SERVICE

To the extent permitted by law, we will not be liable to you

for any loss or damage (whether direct or consequential), nor

be in default under these terms and conditions, if we fail to

observe or perform any of our obligations under these terms

and conditions because of anything which we could not, with

reasonable diligence, control or prevent. This includes acts

of God, acts of nature, acts of government or their agencies,

strikes or other industrial action, fire, flood, storm, riots, power or

network shortages or failures, unexpected system or equipment

failure by ANZ or third party, epidemics or pandemics, or

disruption by war or sabotage.

2.24 COMPLIMENTS, SUGGESTIONS AND

COMPLAINTS

We value your feedback

We are committed to ensuring our products and services meet

your expectations and value your feedback regarding our

performance. If you would like to compliment members of our

team, or you have a suggestion on how we can improve, please tell

us. Perhaps we have made a mistake, or our service hasn’t met your

expectations. Whatever the reason, we want you to let us know.

Providing feedback

Step 1 Customer Service area

Our customer service team is your first point of contact for

raising complaints or providing feedback. Talk to staff at your

local ANZ branch or Business Centre, or call our Contact Centre

(or, for ANZ V2 PLUS account holders, the ANZ V2 PLUS Service

Centre). We will do our best to help resolve any issues you

may have.

• Phone: our Contact Centre (or, for ANZ V2 PLUS account

holders, the ANZ V2 PLUS Service Centre) using the contact

details at the back of this booklet

• In person: use ‘Find a branch/ATM’ on www.anz.com to find

your nearest ANZ branch or Business Centre

Step 2 Complaint Resolution Centre

If you are not satisfied with the response to your complaint or

feedback, you can contact our Complaint Resolution Centre. Our

specialists will work closely with you to resolve any complaint

you may have quickly and amicably. If you have a compliment

or suggestion, they will ensure your feedback is shared with the

relevant teams.

• Phone: 1800 805 154 (8am - 7pm Melbourne time, weekdays

excluding national public holidays)

• Email: [email protected]

• Mail: ANZ Complaint Resolution Centre

Locked Bag 4050, South Melbourne VIC 3205

• Online:

• Visit www.anz.com

• Select ‘Complaints and compliments’ under ‘Find out more’

• Select ‘Lodge your feedback online’

Further help

If you are not satisfied with the resolution offered by our

Complaint Resolution Centre, you can have your complaint

reviewed free of charge by the Australian Financial Complaints

Authority, an external dispute resolution scheme.

The Australian Financial Complaints Authority (AFCA)

AFCA is external to ANZ. AFCA provides a free and independent

dispute resolution service for individual and small business

customers who are unable to resolve their complaints directly

with ANZ.

• Website: afca.org.au

• Phone: +61 1800 931 678

• Mail: Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

2.25 ACTING ON YOUR INSTRUCTIONS

We may decide not to act on instructions where we reasonably

consider or suspect those instructions either:

• have not been authorised by the account holder(s) or are

otherwise fraudulent;

• have been provided by mistake; or

• contain material omissions or errors.

2.26 ANTI-MONEY LAUNDERING AND

SANCTIONS

You agree that we may, without providing you with any notice

and without incurring any liability delay, block or refuse to

process any transaction, or close your account, if we reasonably

consider or suspect that processing the transaction or keeping

your account open:

• may break any law or regulation in Australia or any

other country;

• involves any person (natural, corporate or governmental)

that is itself sanctioned or is connected, directly or indirectly,

to any person that is sanctioned under economic and trade

sanctions imposed by the United Nations, the European Union

or any country;

• may directly or indirectly involve the proceeds of, or be

applied for the purposes of, unlawful conduct; or

• may be inconsistent with or prohibited by our anti-money

laundering and counter-terrorism financing or sanctions

policies. Such policies, which can change from time to time,

are designed to help ANZ comply with legal obligations and

to identify, manage and mitigate money laundering, terrorism

financing and sanctions risks. These policies cover matters

such as ANZ’s approach to:

1. customer due diligence;

2. monitoring transactions for indicators of unusual behaviour

and reporting suspicious activities to appropriate

authorities; and

3. transactions that may be connected, directly or indirectly,

with sanctioned parties, jurisdictions, products or sectors of

economies in certain jurisdictions.

A summary of our anti-money laundering and counter-terrorism

financing policy and our sanctions policy is available on anz.com

and includes, for example, a current list of relevant jurisdictions.

You must give us all the information we reasonably need to

manage anti-money laundering, counter-terrorism financing

and/or economic and trade sanctions risk or to comply with any

law in Australia or any other country. You agree that we may give

any information about you to:

• any law enforcement, regulatory agency or court if we must do

this under any law or regulation in Australia or elsewhere; and

• any correspondent (or agent) bank we use to make the payment

for the purpose of compliance with any law or regulation.

Unless you have told us that you are a trustee of the account or

are acting on behalf of someone else, you warrant that you are

acting on your own behalf in entering into this agreement.

You declare and undertake to us that the processing of any

transaction by us in accordance with your instructions will not

breach any law or regulation in Australia or any other country.

2.27 NO DEALING IN ACCOUNT

Your rights in respect of your account are personal to you, and

despite anything in these terms and conditions, a purported dealing

by you in relation to those rights (including by way of assignment,

transfer, mortgage, charge, security interest, declaration of trust or

otherwise) will not be effective to give anybody other than you any

right or interest in your account as against us.

2.28 LAW AND JURISDICTION

These terms and conditions are governed by the laws of the

State of Victoria. In relation to any proceedings about or in

connection with your account, we and you agree to submit to

the non-exclusive jurisdiction of the courts that have jurisdiction

under that law.

2.29 FINANCIAL ABUSE AND INAPPROPRIATE

BEHAVIOUR

If you are experiencing financial abuse and would like to discuss

your options with us, you can call ANZ using the contact details

at the end of this booklet (see section 9). ANZ also provides

information about financial abuse on anz.com

You must not use an account to engage in financial abuse or

unlawful behaviour, or use our services to engage in offensive,

threatening, defamatory, harassing or controlling behaviour.

These are examples of behaviour ANZ considers inappropriate.

ANZ has rights under the Electronic Banking Conditions of Use

(see section 8) to withdraw electronic access to accounts where

it suspects a person has engaged in inappropriate behaviour

(see Withdrawal of Electronic Access). We can also close an

account in certain circumstances if we think it has been used

inappropriately (see clause 4.3.1).

SECTION 3 ELECTRONIC

BANKING

3.1 ELECTRONIC BANKING

Please also see section 8 if you conduct electronic transactions

on your account.

Electronic banking is not available with all ANZ accounts. For

ANZ V2 PLUS accounts, this section applies to those accounts

with direct banking facilities only. For more information, ask at

any ANZ branch or phone our Contact Centre or, for ANZ V2

PLUS account holders, phone the ANZ V2 PLUS Service Centre.

3.2 EFTPOS

EFTPOS stands for Electronic Funds Transfer at Point of Sale.

This facility allows you to pay for goods and services with a card

linked to your account. Depending on the retailer, you may also be

able to use the card to withdraw cash using the EFTPOS terminal.

In the terms and conditions relating to your account, a reference

to EFTPOS is to any electronic funds transfer at point of sale facility

(whether or not operated by EFTPOS Payments Australia Ltd).

3.3 MAESTRO AND CIRRUS

Maestro® and Cirrus® are international EFTPOS and ATM

networks that allow you to access available funds in ANZ

accounts by using your ANZ Access card (excluding ANZ Access

Visa Debit) or linked ANZ MasterCard while overseas.

When you use your ANZ Access card or ANZ MasterCard card,

you can usually choose (in Australia) to withdraw funds from

either your linked savings or cheque account.

If you have both a savings account and a cheque account

linked to your ANZ MasterCard card, when you press ‘debit’, the

ATM will automatically make the withdrawal from your linked

savings account. If you have both a savings account and a

cheque account linked to your ANZ Access card, when you press

‘debit’, the ATM will automatically make the withdrawal from

the nominated default savings or cheque account. If you have

not nominated a default account, we will nominate the default

account. You can find out which account is the nominated

default account or change the nominated default account by

calling our Contact Centre.

Some ATMs do not give you the option of choosing an account.

In this case, when you use your ANZ MasterCard card the ATM

will automatically take withdrawals from your ANZ MasterCard

credit card account as a cash advance. For these withdrawals

credit card fees and charges for cash advances will apply on top

of the usual fees and charges for using Maestro or Cirrus. When

you use your ANZ Access card, the ATM will automatically take

withdrawals from the nominated default savings or cheque

account. If you have not nominated a default account, we will

nominate the default account. You can find out which account

is the nominated default account or change the nominated

default account by calling our Contact Centre.

You cannot use your ANZ Access card or ANZ MasterCard card at

Cirrus ATMs overseas to pay money into your account or transfer

funds between linked accounts.

3.4 FEES AND CHARGES - MAESTRO AND CIRRUS

Transaction fees, overseas transaction fees, overseas ATM

transaction fees and non-ANZ ATM operator fees apply for the

use of Cirrus ATMs and Maestro EFTPOS overseas. If the amount

of the transaction is more than your available balance (including

any approved overdraft or credit limit) and we do not provide

the amount under the Informal Overdraft (refer to section 2.19

for details of the Informal Overdraft) or, in the case of ANZ V2

PLUS accounts, the transaction would reduce your balance to an

amount less than $5,000, the transaction may be rejected and

the fees referred to above will not be charged.

3.5 SURCHARGES - MAESTRO AND CIRRUS

You may have to pay a surcharge for making a withdrawal

from some ATMs overseas or for using some EFTPOS terminals

overseas. Surcharges will not appear as a separate item on your

account statement. They will be included in the total amount of

the withdrawal.

3.6 EXCHANGE RATES AND CONVERSION -

MAESTRO AND CIRRUS

All charges, purchases and cash advances will be processed through

MasterCard International Incorporated using the conversion rate

set in accordance with its rules as at the date those transactions are

processed by MasterCard International Incorporated.

This means that:

• Transactions in United States dollars will be converted into

Australian dollars

• Transactions in other currencies will first be converted

into United States dollars and then converted into

Australian dollars.

In most cases, the conversion rate applied to a refund of a

transaction will be different to the conversion rate used for the

original transaction.

3.7 PLUS

PLUS is an international ATM network that allows you to access

available funds in your accounts by using your ANZ Access Visa

Debit card or other linked ANZ Visa card while overseas.

When you use your ANZ Visa card (in Australia) you can usually

choose to withdraw money from either your linked savings or

cheque account.

If you have both a savings account and a cheque account linked

to your card, when you press ‘debit’ the ATM will automatically

make the withdrawal from your linked savings account. If you

have an ANZ Access Visa Debit card, pressing ‘credit’ will also select

your linked savings account.

Some ATMs do not give you the option of choosing your account.

In this case, when using an ANZ Access Visa Debit card the ATM

will automatically select ‘credit’ and make the withdrawal from

your linked savings account. This transaction will debit your

nominated ANZ Access Visa Debit account. When using any other

ANZ Visa credit card the ATM will automatically select ‘credit’ and

this will be treated as a cash advance from your ANZ Visa credit

card account. For these withdrawals, credit card fees and charges

for cash advances will apply on top of the usual fees and charges

for using PLUS.

You cannot use your ANZ Visa card at PLUS ATMs overseas to pay

money into your account or transfer funds between linked accounts.

3.8 FEES AND CHARGES - PLUS

Transaction fees, overseas transaction fees, overseas ATM

transaction fees and non-ANZ ATM operator fees apply for the

use of PLUS ATMs overseas. If the amount of the transaction

is more than your available balance (including any approved

overdraft or credit limit) and we do not provide the amount

under the Informal Overdraft (refer to section 2.19 for details of

the Informal Overdraft) or, in the case of ANZ V2 PLUS accounts,

the transaction would reduce your balance to an amount less

than $5,000, the transaction may be rejected and the fees

referred to above will not be charged.

3.9 SURCHARGES - PLUS

You may have to pay a surcharge for making a withdrawal from

some ATMs overseas. Surcharges will not appear as a separate

item on your account statement. They will be included in the

total amount of the withdrawal.

3.10 EXCHANGE RATES AND

CONVERSION - PLUS

All transactions in a currency other than Australian dollars will

be converted into Australian dollars by Visa International. Visa

International will determine the conversion process and rate or

rates used. In the case of a refund, the conversion rate or rates

used for a refund may be different to the conversion rate or rates

used for the original transaction.

3.11 DAILY WITHDRAWAL LIMIT

Unless you have made special arrangements with us for a

different limit, your combined ATM, EFTPOS, Maestro, Cirrus and

PLUS daily* cash withdrawal limit is AUD$1,000 per ANZ card.

This means you can use your ANZ card to withdraw a total of

AUD$1,000 cash each day from the accounts linked to the card

through ATMs and EFTPOS facilities, as long as the funds are

available in your accounts (or an overdraft facility or other credit

facility is available). In the event of a system failure, the daily cash

withdrawal limit is AUD$200.

Non cash transactions, including purchases made at an EFTPOS

terminal will not count towards your daily cash withdrawal limit.

Contactless transactions made at an EFTPOS terminal will not

count towards your daily cash withdrawal limit.

* A day begins at 12.00.00am (Melbourne time) and ends at 11.59.59pm (Melbourne time)

on the same day. If you are not in the same timezone as Melbourne, please check

www.australia.gov.au.

3.12 KEEPING YOUR ANZ ACCESS CARD, ANZ

ACCESS VISA DEBIT CARD AND PIN SECURE

The security of your ANZ Access card and ANZ Access Visa

Debit card is very important. If you fail to observe the following

security requirements you may increase the account holder’s

liability for any unauthorised use of the ANZ Access card or ANZ

Access Visa Debit card.

In relation to your ANZ Access card or ANZ Access Visa Debit

card, you must:

• sign the back of your card immediately upon receipt;

• on the expiry date destroy your card by cutting it (including

any chip on the card) diagonally in half;

• not let anyone else use your card;

• take reasonable steps to protect your card from loss or theft;

and

• notify us immediately if you become aware that your card

has been lost or stolen, or your card or account details (for

example, the number and expiry date of your ANZ Access Visa

Debit card) have been used by someone else without your

authority.

The Electronic Banking Conditions of Use in section 8 set out

additional security requirements in relation to electronic access

processes, including your ANZ Access card, ANZ Access Visa

Debit card and PIN.

3.13 WHAT HAPPENS IF YOUR ANZ ACCESS

CARD OR ANZ ACCESS VISA DEBIT CARD IS

LOST OR STOLEN?

The best way to notify us is to phone us on the numbers listed at

the back of this booklet.

Alternatively, or if our telephone reporting service is unavailable,

you should report the loss or theft to any ANZ branch or, in the

case of loss or theft of ANZ Access Visa Debit card overseas, to

any bank displaying the Visa card symbol. When a telephone

report is made, we will give you a notification number or some

other form of acknowledgement. You should retain this as

evidence of the time and date of your report.

If you report that an ANZ Access card or ANZ Access Visa Debit

card has been lost or stolen, or the account details for an ANZ

Access Visa Debit card have been used by someone else without

your authority, the card will be cancelled as soon as the report

is made. This means that you must not use the card once the

report is made. For example, if you report your ANZ Access card

or ANZ Access Visa Debit card has been lost or stolen and you

find it after making the report, you must not use the card. The

card must be securely destroyed (including any chip).

We may issue you with a new ANZ Access card or ANZ Access

Visa Debit card.

These terms and conditions will apply to your replacement ANZ

Access card or ANZ Access Visa Debit card.

The account holder may be liable for transactions for which you

did not give authority (including, in the case of ANZ Access Visa

Debit cards, mail and telephone order transactions and internet

transactions) if they occur before the report relating to your ANZ

Access card or ANZ Access Visa Debit card is received by us, but

liability will not exceed $150. However, if you have contributed

to the loss by unreasonably delaying reporting to us the loss or

theft of your card or the unauthorised use of the account details

for an ANZ Access Visa Debit card, the account holder may

be liable for transactions for which you did not give authority

(including, in the case of ANZ Access Visa Debit cards, mail and

telephone order transactions and internet transactions) incurred

before the report is received by us.

This liability does not apply to transactions involving the use of

an electronic access process, including your card and PIN. You

should read the Electronic Banking Conditions of Use in section

8 to understand your liability in the event of unauthorised use of

an electronic access process, including your card and PIN.

3.14 LOST AND STOLEN CARD AND PIN -

WITHIN AUSTRALIA

If your card or PIN is lost or stolen, or if someone else has found

out your PIN, you must tell us as soon as possible. The best way

to minimise your liability is to phone us. Emergency phone

numbers are listed at the back of this booklet.

If you replace your card for an ANZ deposit account that your

ANZ Online Saver account is linked to, you will need to phone

our Contact Centre to have your ANZ Online Saver account

linked to your new card.

3.15 LOST AND STOLEN CARD AND PIN -

WHILE OVERSEAS

If your card or PIN is lost or stolen, or if someone else has found

out your PIN, you must tell us as soon as possible. The best way

to minimise your liability is to phone us. Emergency phone

numbers are listed at the back of this booklet.

• ANZ Access card (ATM/EFTPOS card) - we cannot provide

an emergency replacement card and PIN until you return

to Australia

• ANZ MasterCard and ANZ Visa cards (including ANZ Access

Visa Debit card) - we can provide an emergency replacement

card while you are overseas. However, you will not be able to

use it at EFTPOS terminals or ATMs until you have returned

to Australia and chosen a new PIN for the card. You may still

be able to make purchases and get cash advances (from your

ANZ credit card account) or withdraw cash (if you have an

ANZ Access Visa Debit card) over the counter at a financial

institution where the MasterCard or Visa logos are displayed.

SECTION 4 OTHER THINGS YOU

NEED TO KNOW

4.1 CHANGE OF NAME AND ADDRESS

You should immediately tell us about any changes to your

account details, including your name, bank account or address

(including an email address or mobile telephone number). We

will not be responsible for any mistakes or losses associated with

a change of details if we had not been told about the change.

You must ensure notifications are capable of being received and

retrieved at your contact addresses, including any nominated

email address or mobile telephone number.

4.2 OUR RIGHT TO COMBINE ACCOUNTS

Subject to compliance with the Banking Code of Practice, where

we reasonably consider that it is in our legitimate interests to

do so, we can combine the balances of two or more of your

accounts, without giving you notice, even if the accounts are in

joint names. For example, we may do this if one of your accounts

is overdrawn or otherwise in debit and another is in credit. We

can then use the balance of the account that is in credit to

repay the overdrawn or debit amount in the other account. If

we combine any of your accounts we will tell you about this as

quickly as possible. We do not need to notify you in advance.

You should not treat your accounts as combined unless we have

agreed to such an arrangement.

4.3 CLOSING OR BLOCKING ACCESS TO

YOUR ANZ ACCOUNT

4.3.1 Closing your ANZ account

ANZ Online Saver accounts have specific terms and conditions

relating to closing accounts. Please see section 6 for details.

You or any other person authorised to close your account can

ask us to close it at any time at an ANZ branch or by contacting

our Contact Centre.

If your account is in credit when we close it, we will pay you

the balance, including any accrued credit interest, less any

fees and charges that apply. Periodical fees may apply even

if the account has been open for only part of a period. If any

amounts deposited to your account have not cleared at the

time you ask us to close the account, we will keep the account

open until those deposits have cleared or until the deposits are

dishonoured or refused. At this time we will close the account

and pay you any credit balance.

If your account is in debit, you must pay, or make arrangements

satisfactory to us for the payment of, the outstanding balance

plus any accrued debit interest, fees and other charges

(including contingent fees and charges) that apply at the time,

before we will close your account.

When you close the account you must return any unused

passbooks or cheque books which operate the account. An

account with cheque access may only be closed once all

outstanding cheques have been presented. We reserve the

right to return any cheques we have been asked to pay after

the account has been closed. For any electronic cards which

operate the account, the card must be securely destroyed

(including any chip).

Subject to these requirements, ANZ will not unreasonably delay

in closing your account following your request that we do so.

When your account is overdrawn or has nothing in it, and you

have not used your account, for more than three months

If your account is overdrawn for more than three months, or your

account has nothing in it and you have not made any payments

into or out of it for more than three months, we may, where we

reasonably consider that it is in our legitimate business interests

to do so, close your account. If we intend to close your account

on this basis, we will use reasonable endeavours to give you

prior notice.

Other times when we may close your account

In addition to the circumstances referred to in section 2.22, we

may close your account if we, acting reasonably, consider that

you have not used it appropriately or for any other reason we,

acting reasonably, consider appropriate. If we intend to close your

account on this basis, we will give you notice in writing. However,

we will not give you prior notice before closing your account if we

consider that immediate closure is necessary to protect us or you

from suffering financial loss (for example, as a result of suspected

fraudulent activity on the account). When the account is closed,

we will send you the net credit balance of the account by way of a

cheque or by any other method we consider appropriate.

Reopening of account

An account that has been closed may be reopened where a

deferred transaction (such as a transaction made pursuant to an

authorisation described in section 2.8 given prior to the account

being closed) is subsequently processed to the account.

4.3.2 Blocking access to your ANZ account

We reserve the right to restrict the amount, or the amount of

each denomination, of any deposits that may be made to your

account, to block access to your account, and prevent all or

specific transactions from being processed to your account,

without notice where we consider that it is in our legitimate

interests to do so. For example, we may do so where we consider

this necessary to protect us or you from suffering financial loss

(e.g. as a result of suspected fraudulent activity on the account).

Any transaction limits that would otherwise apply are subject to

our rights to take these actions. Please ask at the branch or call

our Contact Centre (or for ANZ V2 PLUS accounts, call our ANZ V2

PLUS Service Centre) for details of any limits that apply.

4.3.3 General

ANZ Access card or ANZ Access Visa Debit card and closing or

blocking access to your account

If you hold an ANZ Access card and either you or we close your

linked nominated default account, the ANZ Access card may be

cancelled prior to the linked nominated default account being

closed. We may also cancel the ANZ Access card where we block

access to your linked nominated default account.

If you hold an ANZ Access Visa Debit card and either you or we

close your linked nominated account, the ANZ Access Visa Debit

card will be cancelled prior to the linked nominated account

being closed. We may also cancel the ANZ Access Visa Debit card

where we block access to your linked nominated account.

4.3A CANCELLATION OF AN ANZ ACCESS

CARD OR ANZ ACCESS VISA DEBIT CARD

When we may cancel, suspend, block, limit or change your

card or card linkages

For the purposes of this clause, a reference to ‘card linkage’ means

the link that enables you to use the ANZ Access card or the ANZ

Access Visa Debit card to access an ANZ account or product.

Different types of access apply depending on the linkage.

(a) Without limiting any of our rights under these terms and

conditions, we may cancel, suspend, block, change or limit

any ANZ Access card and ANZ Access Visa Debit card or any

card linkages:

(i) Without notice (unless required by law), where:

- all of the accounts which the card may access have

been closed; or

- we reasonably consider that immediate cancellation,

suspension, block, change or limit (as applicable)

is necessary to protect us, the card holder or the

account holder from suffering financial loss.

ii) With reasonable notice of at least 30 days, where we

reasonably consider it is in our legitimate business

interests to do so. For example, we may do this as part of

a process to discontinue, replace or migrate certain card

types or to reflect changes in our business processes or

systems.

(b) An account holder may cancel an ANZ Access card or ANZ

Access Visa Debit card on their account at any time by

notifying us. A card holder may cancel their ANZ Access card

or ANZ Access Visa Debit card at any time by notifying us.

ANZ may require written confirmation.

What happens when your ANZ Access card or ANZ Access Visa

Debit card is cancelled

ANZ Access cards and ANZ Access Visa Debit cards remain our

property at all times.

When we cancel an ANZ Access card or ANZ Access Visa Debit card,

or receive instructions to cancel an ANZ Access card or ANZ Access

Visa Debit card, the card must not be used and must be securely

destroyed (including any chip).

The account holder:

• is responsible for the use of any ANZ Access card(s) and ANZ

Access Visa Debit card(s) and of the account until all cards are

returned to us cut diagonally in half (including any chip on the

card) or until the account holder has taken all steps to return

the card(s) to us; and

• is responsible for any transactions debited to the account

in accordance with any standing authority or any other

authorised link to the account from an ANZ credit card, an

ANZ Access card or ANZ Phone Banking, ANZ Internet Banking

or ANZ Mobile Banking until the authority is cancelled in

accordance with these terms and conditions.

Any standing authority given by you to other parties such as

monthly debits for life insurance must be cancelled directly by you

with the other party. You should provide new payment details to

the party if you want to continue to make payment this way.

If ANZ Access card or ANZ Access Visa Debit card is cancelled

under these terms and conditions:

(a) you will no longer be able to access any linked accounts or

products with that ANZ Access card or ANZ Access Visa Debit

card; and

b) if you use the card number as your CRN, you may no longer

be able to use your CRN to access electronic channels,

including ANZ Phone Banking, ANZ Internet Banking, ANZ

Internet Banking for Business or ANZ Mobile Banking.

If your card or card linkage is cancelled, you can contact our

Contact Centre to make alternative arrangements.

4.4 PROVISION OF INFORMATION RELATING

TO SAVINGS AND TRANSACTIONS PRODUCTS

Any ANZ employee who provided information to you in connection

with a product to which these terms and conditions apply is a

salaried representative of ANZ. In addition to their salary, they

may also be eligible to receive an individual reward based on

their overall role performance. Individual rewards may vary

based on demonstration of ANZ Values (including acceptable

behaviours), performance against a balanced scorecard of measures

(incorporating Customer, Financial, Risk/Process and People),

business unit/divisional performance and ANZ overall performance.

4.5 PHONE CALLS

We may monitor and/or record phone calls for quality, verification,

security and training purposes.

4.6 NOTICES

Without limiting any other provision of the terms and conditions

of your account that allow for another form of notice, we may give

any statement, notice or other document (including a statement

of account, a notice about your account or notice of a change to

the terms and conditions of your account) to you in connection

with your account personally, or by sending it by mail or, unless

prohibited by law, by electronic methods. Each of these methods

of delivery will be considered to constitute written notice.

For the purposes of providing such written notice, we will rely on

your contact information shown in our records.

Electronic methods used may include (but are not limited to)

sending the document to your Electronic Address, or publishing

the document on our website or in ANZ Internet Banking or ANZ

Mobile Banking and giving you notice personally, or by sending

the notice to you by mail or to your Electronic Address, when the

document is available.

Where we send you a document by mail, or send notice to you

by mail that a document has been published on our website or in

ANZ Internet Banking or ANZ Mobile Banking, you are deemed to

have received the document on the seventh day after mailing.

Where we give a document to you by sending the document to

your Electronic Address, or by sending a notice to your Electronic

Address that the document has been published on our website or

in ANZ Internet Banking or ANZ Mobile Banking, you are deemed

to have received the document on the day after the day on which

the document or notice is sent to your Electronic Address.

For the purpose of these terms and conditions, ‘Electronic

Address’ includes your email address or mobile telephone

number as shown in our records, or a notification or message

sent in ANZ Internet Banking or ANZ Mobile Banking.

4.7 ANZ ACCESS CARD* AND ANZ

ACCESS VISA DEBIT CARD REISSUE AND

REPLACEMENT

At any time, we may issue a new ANZ Access card or ANZ Access

Visa Debit card to you, provided the account holder has not

previously requested us to revoke this authority. If your ANZ

Access card or ANZ Access Visa Debit card becomes faulty or

*ANZ is phasing out ANZ Access Cards and they will generally not be issued from

29 June 2024.

damaged, you may order a replacement card at any ANZ branch

or by phoning the numbers listed at the back of this booklet. All

such ANZ Access cards and ANZ Access Visa Debit cards are issued

subject to these terms and conditions. We reserve the right not

to reissue an ANZ Access card or ANZ Access Visa Debit card to you.

4.8 CHIP

If your ANZ Access card or ANZ Access Visa Debit card contains

a chip, you must ensure that it is protected at all times from

misuse (including tampering), damage, destruction or any form

of unauthorised use. Only you can use the chip for any of the

available services. Your ANZ Access card or ANZ Access Visa

Debit card may be subject to forfeiture if the chip is used by

anyone other than you.

4.9 FINANCIAL CLAIMS SCHEME

You may be entitled to payment under the Federal

Government’s Financial Claims Scheme. Payments under

the Financial Claims Scheme are subject to a limit for each

depositor. Information about the Financial Claims Scheme can

be obtained from http://www.fcs.gov.au

SECTION 5 BANK FEES AND

CHARGES

All ANZ accounts have specific account related fees and charges.

Other general fees and charges may also apply to your account

for other services or account activity. On some accounts we offer

fee-free everyday banking under certain conditions. We may also

decide not to charge fees under certain conditions.

If we fail to collect a fee to which we are entitled, this does not

remove our right to collect the fee at a later date, or for future

transactions of the same nature.

We may allow you to elect that certain fees and charges be

debited to an alternative eligible nominated ANZ account. A

reference in the terms and conditions for your account to a fee

or charge being debited to your account includes a reference to

the fee or charge being debited to your alternative nominated

account, unless the context requires otherwise. You authorise

us to debit your account or alternative nominated account (as

applicable) with all relevant fees and charges.

For more information, including information about:

• specific account fees and charges (including the number of

free transactions each month and specific fees);

• when we would not charge a fee; and

• criteria for reduced fees,

see the ‘ANZ Personal Banking Account Fees and Charges’

booklet. Other general fees and charges may also apply to your

account for other services or account activity. For information

on those other fees and charges, see the ‘ANZ Personal Banking

General Fees and Charges’ booklet.

You can get these booklets from any ANZ branch or online at

www.anz.com

SECTION 6 SPECIFIC TERMS AND

CONDITIONS FOR PERSONAL

BANKING ACCOUNTS

6.1 ANZ ACCESS ADVANTAGE ACCOUNT

Account opening

You may only open an ANZ Access Advantage account if you are

an individual and you use your account wholly and exclusively

for your private or domestic use.

Interest

We do not pay interest on ANZ Access Advantage accounts.

6.2 ANZ ACCESS BASIC ACCOUNT

Eligibility

You are eligible for an ANZ Access Basic account if any of the

following apply.

• You hold one of the following cards:

- Seniors Concession card

- Pensioner Concession card

- Centrelink Health Care card

- Repatriation Health card (Department of Veterans’ Affairs); or

• You provide us with your Centrelink or Veterans’ Affairs number;

• You allow us to get confirmation from the relevant

Commonwealth agency (such as Centrelink or Veterans’

Affairs) that you hold one of the cards listed above; or

• ANZ determines in any other way that you are eligible for

the account.

If you stop meeting these conditions, you will no longer be

eligible for an ANZ Access Basic account.

If we think that you are no longer eligible, we will contact you

and give you at least 30 days to prove to us that you are still

eligible. If, within that 30 day period, you cannot show that you

are still eligible, we will treat your ANZ Access Basic account as

an ANZ Access Advantage account from the end of that period.

You cannot have more than one ANZ Access Basic account.

Interest

We do not pay interest on this account.

6.3 ANZ PENSIONER ADVANTAGE ACCOUNT

Special features

An ANZ Pensioner Advantage account is only available to

customers who receive an ongoing Australian Centrelink

pension or Australian Veterans’ Affairs pension or allowance

(following an assessment of their financial investments for

entitlement to the pension or allowance). Information about

eligible Australian pensions or allowances can be obtained from

relevant government body websites.

If the ANZ Pensioner Advantage account is in joint names,

both account holders must receive a qualifying pension or

allowance from Centrelink or the Australian Department

of Veterans’ Affairs. Generally you are limited to one ANZ

Pensioner Advantage account.

If you stop receiving the pension or allowance, you must tell us

immediately. In this case you will no longer be eligible for an

ANZ Pensioner Advantage account.

If we think that you are no longer eligible for the account, we will

contact you and give you at least 30 days to prove to us that you

are still eligible. If, within that 30 day period, you cannot show

that you are still eligible, we can refuse to pay any interest earned

on your account in that period or treat your ANZ Pensioner

Advantage account as an ANZ Access Advantage account from

the end of that period.

Interest

The credit interest rate is banded. Subject to section 2.18, we will

credit interest to your account every three months from the date

on which your account was opened.

6.4 ANZ PROGRESS SAVER ACCOUNT

Account opening and ongoing minimum balance

requirements

You may only open an ANZ Progress Saver account if you are an

individual and you use your account wholly and exclusively for

your private or domestic use.

Using the account

Subject to the comments below, you may make deposits to,

and withdrawals or transfers from, your account in the manner

described in sections 2.2 and 2.6.

You can choose to have full or partial access to your account

through an ATM.

If you choose partial access, you can only use an ATM to make

balance enquiries and cannot make withdrawals, deposits or

funds transfers at an ATM.

Interest

The account pays ‘base’ credit interest and, subject to eligibility,

bonus credit interest.

Subject to section 2.18, we will credit the base interest and,

if applicable, the bonus interest calculated in respect of each

calendar month to your account on the last business day of

that month.

The base interest rate is tiered.

Bonus interest will only be paid in respect of a particular calendar

month where both of the following eligibility criteria are met:

• You have made at least one deposit of the set minimum amount

(currently $10) or more that has been processed to your account

on or before the last business day of that month, and after the

last business day of the previous month.

• No withdrawals, fees or charges have been processed to your

account on or before the last business day of that month, and

after the last business day of the previous month.

See sections 2.13 to 2.14A for details regarding circumstances in

which there may be a difference between the processing and

effective dates for transactions on your account, and our right to

make an adjustment to your account balance in such circumstances.

An adjustment in respect of a particular transaction will be

calculated from the effective date of the transaction, unless the

effective date is earlier than the last business day of the month

prior to the month during which the transaction was processed, in

which case the adjustment will be calculated from that day.

Interest in respect of a particular calendar month will generally

be calculated on the basis of the period up to but not including

the last business day of that month, from and including the last

business day of the previous month.

So, while a deposit on the last business day of a particular month will

be taken into account in determining your eligibility for bonus interest

in respect of that month, the deposit will not form part of any balance

on which base or bonus interest is paid in respect of that month.

The method of calculating interest set out above means that, if

your account is opened on the last business day of a particular

calendar month, the first monthly interest payment for your

account will be the last business day of the next calendar month.

That first interest payment will comprise interest calculated from

and including the day your account was opened, up to but not

including the date of payment. In those circumstances, any

deposits, withdrawals, fees or charges processed to your account

on the day it is opened are not taken into account in determining

your eligibility for bonus interest in respect of your first monthly

interest payment.

When you close your account, this will count as a withdrawal and

you will not be eligible to receive bonus interest for the relevant

month.

If you wish to meet the minimum monthly deposit requirement

by way of a recurring payment or periodical payment, we

recommend you set up the deposit to occur at least a week

before the last business day of each calendar month.

Statements

We will send you a statement every six months. You can ask us if

you would like to receive statements more frequently (monthly

or quarterly).

You can also get information on your ANZ Progress Saver

account balance and transactions through ANZ Phone Banking,

ANZ Internet Banking and ANZ Mobile Banking.

6.5 ANZ PREMIUM CASH MANAGEMENT

ACCOUNT

Interest

The credit interest rate is tiered. Subject to section 2.18, we will credit

interest to your account on the last business day of every month.

6.6 ANZ SMSF CASH HUB ACCOUNT

(ONLY AVAILABLE TO SELF MANAGED

SUPERANNUATION FUNDS)

Account opening

You may only open this account if you are a trustee of an

Australian Self Managed Superannuation Fund registered with

the Australian Taxation Office.

Trustee obligations

It is the responsibility of the trustee(s) to comply with all

relevant obligations, including superannuation and tax laws. The

trustee(s) need to be aware of their obligations, including as they

relate to deposits and withdrawals from their SMSF Cash Hub

account. We recommend that you seek independent financial,

legal and taxation advice.

Interest

The credit interest rate is tiered. Subject to section 2.18, we

will credit interest to your account on the last business day of

every month.

Going overdrawn

As part of your ANZ SMSF Cash Hub account, transactions that

overdraw your account will be declined where possible.

However, in certain limited circumstances, your ANZ SMSF Cash

Hub account may become overdrawn.

You will not be charged debit interest on the overdrawn balance of

your account.

If your account does become overdrawn we will provide you with

an Informal Overdraft. See section 2.19 for further details on when

you must repay your Informal Overdraft.

6.7 ANZ PASSBOOK SAVINGS ACCOUNT

(ACCOUNT NOT AVAILABLE TO NEW

CUSTOMERS FROM 30 NOVEMBER 2013)

Using your passbook

We will give you a passbook as a record of the payments to and

from your account. You must use the passbook when you make

a withdrawal or deposit at an ANZ branch. Your passbook will

then be updated. Your passbook is an important document and

you should keep it in a safe place. Please contact us immediately

if your passbook is lost or stolen.

By applying for and accepting your ANZ Passbook Savings

account, you agree that:

• you are responsible for having your passbook updated at

regular intervals; and

• updates to your passbook confirm all transactions on your

account.

You can only make payments into your passbook account:

• by direct credit (an arrangement to have your salary, pension,

benefits or other regular amount paid directly to the account);

• at an ANZ branch;

• by transfer from another financial institution; or

• by arranging a periodical payment from another of your

accounts with us, or another person’s account with us.

You can only make withdrawals at ANZ branches or by arranging

a periodical payment to another of your eligible accounts with us

or in any other way we allow. To help us check your identity when

you make withdrawals, you can have a ‘blacklight’ record of your

signature in the back of your passbook.

Certain ANZ branches, known as ‘cashless’ or ‘sales only’ branches, are

not able to process deposits to, or withdrawals from, your passbook

account. To identify those branches, use ‘Find a branch/ATM’ on

www.anz.com, enquire at any branch or call our Contact Centre.

Interest

The credit interest rate is tiered. Subject to section 2.18, we will

credit interest to your account every three months from the date

on which your account was opened.

Where an interest payment is scheduled to be credited to your

account on a non-business day, it will generally be credited on

the preceding business day. However, where that preceding

business day is not in the same calendar month as the scheduled

date, the interest payment will instead be credited to your

account on the next business day. In each case, the payment will

relate to interest accrued (or expected to accrue) up to, but not

including or following, the scheduled date. The payment will also

be credited with effect from the scheduled date.

6.8 ANZ TERM DEPOSIT AND ANZ ADVANCE

NOTICE TERM DEPOSIT

ANZ offers two types of personal term deposits:

• ANZ Advance Notice Term Deposits; and

• ANZ Term Deposits.

The principal difference between the two (apart from the credit

interest rate that applies) is that you must provide 31 days notice

to ANZ if you wish to make an early withdrawal of funds from

an ANZ Advance Notice Term Deposit account. Further details

are set out below under the heading ‘Early withdrawals from an

ANZ Advance Notice Term Deposit account’.

If you may need in the future to immediately withdraw funds

from your term deposit account, other deposit products may be

more suitable for you than an ANZ Advance Notice Term Deposit.

We may waive minimum amounts (including minimum deposit,

reinvestment and withdrawal amounts) referred to in this section

6.8 in some circumstances.

Establishing and reinvesting in an ANZ term deposit

You can establish a term deposit:

• by depositing cash or a cheque over the counter at any

ANZ branch;

• by requesting a transfer of funds from another of your ANZ

accounts via ANZ Internet Banking or over the phone; or

• in any other way we allow.

You must deposit at least $5,000 to establish a term deposit.

When establishing a term deposit, we will normally ask you what

you want to do with the funds in your term deposit account when

the term ends. You may elect either to have those funds paid to you,

or to reinvest those funds in another ANZ term deposit. You may

make the same election, or instead different elections, in relation to

payments of principal and payments of interest upon maturity.

Your instructions will apply with respect to both your original

term deposit and, if applicable, any further term deposit arising

as a result of the reinvestment of funds upon maturity of your

original term deposit.

If you have instructed us to reinvest funds upon maturity of a

term deposit, you can amend those instructions at any time up

until the end of the seven day period beginning immediately

after the maturity date of the maturing term deposit. The

maturity date is the last day of the term of that deposit.

You may also amend the instructions so that the amount of the

term deposit, or any unpaid interest on the term deposit, or

both, are paid to you. Before the expiry of the seven day period

you may amend your instructions by varying the reinvestment

term, the amount that you want to reinvest (as long as the

change to the amount to be reinvested is at least $1,000 and

the amount to be reinvested remains at least $5,000), the type

of ANZ term deposit in which you want to reinvest, or the

frequency of interest payments for the new term deposit. The

applicable interest rate will be determined by reference to the

applicable amendments.

You can amend your instructions in person at any ANZ branch,

via ANZ Internet Banking or in any other way we allow.

If you have provided instructions to reinvest funds upon maturity

of a term deposit, and you change your instructions during the

seven day period beginning immediately after the maturity date

of the deposit, that change in instructions will not be treated as an

‘early withdrawal’ from the new deposit. Accordingly, you will not

need to provide advance notice to us in respect of the withdrawal

(in the case of an ANZ Advance Notice Term Deposit only), there

will be no reduction to the interest in respect of the withdrawn

funds and no administration fee will be charged.

If you have not provided relevant instructions prior to maturity

of your ANZ term deposit, we will reinvest the relevant funds in

a new ANZ term deposit of the same term and with the same

frequency of interest payments.

Where funds are reinvested upon maturity of a term deposit, the

interest rate that will apply to the new term deposit will be (unless

otherwise agreed with us) that advertised at the beginning of the

seven day period referred to above, for ANZ term deposits of the

relevant type, term and amount and with the same frequency of

interest payments (in each case, having regard to any changes

to your instructions regarding the new term deposit during that

seven day period). This may be higher or lower than the interest

rate that applies to your maturing term deposit. You can contact

us after the maturity date of your maturing term deposit to

confirm the applicable interest rate.

Payments in relation to an ANZ term deposit account

All payments from, or relating to, a term deposit account

(including interest payments, and the funds paid to you upon

maturity or as a result of an early withdrawal) will be made, at

your election, either by bank cheque, by the crediting of another

eligible ANZ account, or in any other way we allow. Note that we

may charge a fee when you elect to receive a payment by bank

cheque. Please see section 5 for details about fees and charges

that may apply.

When opening a term deposit account, we will normally ask you

how you wish payments to be made. You may make the same

election, or instead different elections, in relation to payments

of principal and payments of interest. You can change your

elections at any time in person at any ANZ branch, by using

ANZ Internet Banking or in any other way we allow. We may take

one or more business days to process a change of election.

Where funds are not reinvested upon maturity of a term deposit,

they will be paid to you on or before the maturity date (or, where

that is a non-business day, on or before the next business day).

Term and interest

ANZ term deposits can be invested for a range of terms of between

one month and five years. In the case of term deposits of $100,000

or more (or such other amount as we may decide), we may agree

to a shorter term (no less than seven days) or a longer term.

When you establish a term deposit, you must choose how often

you want to receive your interest, as this will affect the interest rate

that you earn. You cannot change the interest payment frequency

during the term of your term deposit.

For term deposits of less than 12 months, interest is ordinarily paid

upon maturity. We may also offer monthly, quarterly or half yearly

interest payment options on selected terms of less than 12 months.

For term deposits of 12 months or more, interest may be paid

monthly, quarterly, half yearly or yearly, with an additional final

interest payment upon maturity, if applicable.

If you have elected to receive more frequent interest payments

and your final scheduled interest payment date does not align

with the maturity date, we may make the final scheduled interest

payment upon maturity (along with any additional final interest

payment payable upon maturity) instead of the scheduled interest

payment date.

An interest payment made on a particular day will not generally

include the interest accrued in respect of that day.

The above investment terms and interest payment arrangements

apply to term deposits applied for at an ANZ branch. Not all

investment terms and interest payment options may be available

for term deposits applied for online or over the phone. Please

Credit interest will accrue daily on the principal balance of a term

deposit account as at the end of each day of the term, including

the first day of the term but excluding the maturity date, at the

applicable daily interest rate, as explained below. Interest is not

compounded (that is, it is not added to the principal closing

balance of the account and is therefore not taken into account

when calculating further interest on the account).

Where an interest payment is scheduled to be made on the 29th,

30th or 31st of a month which does not contain such a date, it

will, subject to the comments below, be made on the last day of

that month.

Where an interest payment is scheduled to be made to you on a

non-business day, it will instead be made on or before the next

business day. The payment will relate to interest accrued up to, but

not including or following, the scheduled date.

The rate of interest is fixed for the term of your term deposit

(subject to any adjustments for early withdrawals). We will tell

you the annual interest rate for the particular term that you have

chosen when you establish a term deposit (and, if applicable, after

a maturing term deposit is reinvested in a new term deposit).

ANZ will calculate the interest that accrues on your term deposit

account for a particular day at a rate equal to the applicable

annual interest rate divided by 365.

For example, if you invest $50,000 for one month at a rate of 4.4%

p.a., the interest you will earn is as follows:

1. Divide the interest rate by 365 to get the daily interest rate

4.40% ÷ 365 = 0.0120547%.

2. Multiply the daily interest rate by $50,000 to get the interest

that you earn each day 0.0120547% x $50,000 = $6.02735.

3. Multiply the daily interest earned by the number of days in the

term (which includes the first day of the term but excludes the

maturity date) to find the interest that will be earned for the

term of the deposit

6.02735 x 31 = $186.85 (rounded to two decimal places).

Note that the calculation above is intended as a guide only, and

may vary slightly from your actual interest earned due to the

rounding used in the example.

Any interest that is to be paid upon maturity of a term deposit

can be reinvested together with the term deposit. Or, if the

interest amount is more than $5,000, you can reinvest it in a

separate term deposit.

Early withdrawals from an ANZ Advance Notice Term

Deposit account

You may make a request to withdraw all or part of the funds

in your ANZ Advance Notice Term Deposit account prior to

maturity in the manner discussed under the heading ‘Early

withdrawals generally’ below.

Where you make a valid withdrawal request, we will provide the

relevant funds to you on or before the 31st day after the request (or,

where that is a non-business day, on or before the next business

day), in accordance with your prevailing payment arrangements.

If you make a request to withdraw funds from your ANZ Advance

Notice Term Deposit account less than 31 days prior to the

maturity date of the term deposit, we will not be obliged to pay

the funds to you any earlier than the maturity date.

Only one early withdrawal request can operate in respect of your

ANZ Advance Notice Term Deposit account at any one time. You

cannot change an early withdrawal request, but you may cancel

the request (in person at any ANZ branch or in any other way we

allow) at any time up to two business days prior to the day on

which the early withdrawal payment is due to be made.

If you are suffering financial hardship, please contact ANZ

to discuss whether funds may be withdrawn from your ANZ

Advance Notice Term Deposit account on shorter notice.

Fees and interest – consequences of early withdrawals

generally

If you want to withdraw all or part of the funds in your term

deposit account before the maturity date, you must make

a request to us in person at any ANZ branch, by using ANZ

Internet Banking or in any other way we allow.

Except where all of the funds in your term deposit account are

withdrawn, the minimum amount of a withdrawal is $1,000. In

addition, you may only make a partial withdrawal of funds from a

term deposit account if the amount remaining after the withdrawal

would be at least $5,000.

If you make an early withdrawal from a term deposit account

(except after the death of an account holder), an administration

fee of $30 will be charged and we will reduce the interest in

respect of the withdrawn funds based on the percentage of the

original term that has elapsed, as shown below.

Percentage of term elapsed In

terest reduction

0 to less than 20% 90%

20% to less than 40% 80%

40% to less than 60% 60%

60% to less than 80% 40%

80% to less than 100% 20%

Example for a 5% p.a. one-year term deposit of $10,000, where

the entire account balance was withdrawn after 9 months:

1. Divide the original interest rate by 365 to get the daily interest

rate 5% ÷ 365 = 0.0136986%

2. Multiply this by the amount of the term deposit to get the

interest earned each day

$10,000 x 0.0136986% = $1.36986

3. Multiply this by the number of days for which the funds were

deposited

$1.36986 x 274 days = $375.34

4. Find the percentage of the original term that has elapsed

274/365 (days) = 0.75 (75%)

As 75% of the original term has passed, the interest will be

reduced by 40%. Multiply the interest earned by 40% (0.40) to

get the reduction

$375.34 x 0.40 (40%) = $150.13

5. Take the interest reduction from the interest earned to find

out the interest that you receive

$375.34 - $150.13 = $225.21

You receive $225.21 in interest.

In the case of a partial early withdrawal, any amount to be

deducted will first be applied against interest accrued but

not yet paid. If the amount exceeds such accrued interest, the

balance will be applied against the principal balance of the term

deposit account.

Note that the calculation above is intended as a guide only, and

may vary slightly from your actual interest earned due to the

rounding used in the example.

6.9 ANZ V2 PLUS ACCOUNT

(ONLY AVAILABLE THROUGH APPROVED

ANZ INTERMEDIARIES SINCE 29 SEPTEMBER

2012)

ANZ V2 PLUS accounts are available with or without direct

banking facilities. Direct banking facilities give you access to

your ANZ V2 PLUS account electronically - at ATMs, by EFTPOS,

and via ANZ Phone Banking, ANZ Internet Banking and ANZ

Mobile Banking - as well as being able to carry out transactions

at ANZ branches or through the ANZ V2 PLUS Service Centre.

ANZ V2 PLUS without direct banking facilities generally only

allows withdrawals to be made through the ANZ V2 PLUS

Service Centre, and certain restrictions apply to the way in which

deposits can be made to the accounts.

Contact details for the ANZ V2 PLUS Service Centre appear at the

back of this booklet. Certain telephone details for the Service

Centre differ depending on whether an ANZ V2 PLUS account

was opened directly with ANZ or instead through an approved

ANZ intermediary.

Who can open an account?

You can open an ANZ V2 PLUS account through an approved

ANZ intermediary if you are:

• an individual who is 18 or over;

• a company;

• a partnership;

• an unincorporated association; or

• a trustee.

If the ANZ V2 PLUS account is for anyone under 18, the account

must be in the parent’s or guardian’s name.

How to open an account

The minimum deposit needed to open an ANZ V2 PLUS

account is $5,000. You can pay this in cash at any ANZ branch,

by cheque (crossed and Not Negotiable) made payable to you

and delivered at any ANZ branch, by arranging an electronic

transfer from another financial institution or by using ANZ

Phone Banking, ANZ Internet Banking or ANZ Mobile Banking to

transfer funds from another ANZ account.

Deposits

After an account has been opened, you can make

further deposits:

• by depositing cash over the counter at any ANZ branch;

• by sending a cheque to the ANZ V2 PLUS Service Centre;

• in the case of ANZ V2 PLUS accounts with direct banking

facilities, by depositing cash at any ANZ ATM that accepts such

deposits;

• by transferring funds from another of your ANZ accounts

using ANZ Phone Banking, ANZ Internet Banking or ANZ

Mobile Banking (if this funds transfer functionality is available

on your version of ANZ Mobile Banking) or (in the case of ANZ

V2 PLUS accounts with direct banking facilities, and where you

have an ANZ card to which both accounts are linked) at any

ANZ ATM in Australia;

• by arranging a periodical payment or other electronic transfer

from another of your accounts with us or another financial

institution;

• by arranging an electronic transfer from another person’s

account with us or another financial institution (e.g. by

arranging to have your salary or other income (such as family

allowance and pensions) paid directly to your account); or

• in any other way we allow.

In processing deposits to your account, we will rely on your

account number only. We will not check the account name

received with the deposit instructions.

Any deposits received from overseas in Australian dollars will

take up to 30 days to clear.

Appointing an authorised representative

An ‘authorised representative’ is any company, partnership or

individual you appoint to access your ANZ V2 PLUS account.

To appoint an authorised representative you will need to provide

a signed authority in a manner approved by us.

Under Federal law, we must verify the identity of all account

holders and people authorised to use accounts.

If an authorised representative is not identified in terms of the law,

the account will be blocked for all withdrawals and/or deposits by

the authorised representative until the requirements are satisfied.

At any time you can tell us that you no longer want us to let

the authorised representative deal with your account. However, this

instruction will not be effective until we acknowledge it in writing.

Withdrawing or transferring money

Requests by phone or in writing

As long as enough funds are available, you can withdraw funds

from your ANZ V2 PLUS account in the form of a bank cheque, by

transferring funds to another account with us or another financial

institution or by any other method we allow, in each case by

posting or faxing a request with the required signatures to the

ANZ V2 PLUS Service Centre, or by any other method we allow.

If you have requested and we have approved telephone

withdrawal facilities for your account, you may also make a

request to withdraw funds in those ways by phone to the ANZ

V2 PLUS Service Centre.

If the account you want funds transferred to is with another

financial institution, it may take longer than 24 hours.

If you ask for a cheque to be made payable to someone else, you

can stop the cheque by posting or faxing a request to the ANZ

V2 PLUS Service Centre.

Relevant taxes, duties and charges will be taken off the amount

of the withdrawal.

Minimum withdrawal

In the case of ANZ V2 PLUS accounts opened directly with ANZ

(and not through an approved ANZ intermediary), the minimum

amount you can withdraw through the ANZ V2 PLUS Service

Centre is $500.

Access to funds

The ANZ V2 PLUS Service Centre will take reasonable steps to

make sure that you receive withdrawals within the specified

time, but will not be responsible for delays which are beyond

its control.

Although funds deposited to your account can be transferred

on the same day as the deposit is effective, they may not

immediately appear as part of your balance. In this situation the

bank officers will contact the ANZ V2 PLUS Service Centre for

confirmation of the funds.

Same day withdrawals can be made (as long as cleared funds

are available) if the ANZ V2 PLUS Service Centre receives your

withdrawal request before 11am Melbourne time for a transfer

to an account which has previously been validly nominated

as an account to which funds may be transferred from your

V2 PLUS account, or before 1pm Melbourne time for any other

withdrawal.

Where your request is received after these times, or on a day

when the ANZ V2 PLUS Service Centre or we are closed for

business, the payment will be made on the next business day.

The amount of the withdrawal will continue to form part of the

balance of your account, in respect of which interest accrues,

until the time the withdrawal is processed.

Withdrawing by periodical payment or direct debit

For ANZ V2 PLUS accounts with direct banking facilities or if

we otherwise allow, you can also make withdrawals, as long as

enough funds are available, by arranging a periodical payment,

direct debit or PayTo payment from your ANZ V2 PLUS account

to another account with us or another financial institution.

Only some ANZ V2 PLUS accounts are eligible for PayTo. If yours

is eligible, please see section 8 for details about PayTo Payment

Agreements.

Periodical payments can be arranged via the ANZ V2 PLUS

Service Centre (either directly or through any ANZ branch).

Direct debits must be established directly with the merchant

receiving the payment. See below for details.

You may have to pay a Periodical Payment Non-Payment Fee if

you have authorised a periodical payment that we cannot pay

from your account because there are insufficient cleared funds

available in your account.

You may have to pay a Dishonour Fee if you authorise a

person or company to take a direct debit from your account

and we cannot make the payment to them because there are

insufficient cleared funds available in your account.

Withdrawing or transferring through direct banking facilities

For ANZ V2 PLUS accounts with direct banking facilities, as well

as being able to withdraw funds through the ANZ V2 PLUS

Service Centre or by direct debit, you can also make withdrawals,

as long as enough funds are available:

• by withdrawing cash over the counter at any ANZ branch;

• by transferring funds to another account with us or another

financial institution, or making a BPAY® Payment, via ANZ

Phone Banking, ANZ Internet Banking or ANZ Mobile Banking

(if this funds transfer functionality is available on your version

of ANZ Mobile Banking), including by arranging a recurring

payment (see below for details);

• if you have an ANZ card linked to your ANZ V2 PLUS account:

- by withdrawing cash at an ATM that accepts the card;

- (where the other account is also linked to the card) by

transferring funds to another ANZ account at an ANZ ATM

in Australia; or

- by making a cash withdrawal or purchase via EFTPOS where

permitted by the operator of the terminal; or

• in any other way we allow.

If we allow you to make withdrawals in other ways, we can set

further terms and conditions for those withdrawals. If you want

to make a withdrawal at an ANZ branch that is not the one your

account is held at, we may set a limit on the amount you can

withdraw each day. We may also otherwise impose limits on the

amount of cash withdrawals that may be made over the counter

at any ANZ branch. Please ask at the branch or phone the ANZ

V2 PLUS Service Centre for details of any limits that apply.

Authorised representative

An authorised representative may be granted the following

authority to access your ANZ V2 PLUS account:

• View-only access - The authorised representative may only

view your ANZ V2 PLUS account.

• Trade and view-only access - The authorised representative

may make deposits into, and withdrawals from, your ANZ V2

PLUS account only via the real-time share trading interface.

The authorised representative may also view your ANZ V2

PLUS account.

• Full access - The authorised representative has the same level

of access to your ANZ V2 PLUS account as you. This includes

authority to make deposits into, and withdrawals from, your

ANZ V2 PLUS account and to view your ANZ V2 PLUS account.

Minimum balance

Unless we agree otherwise, you need to keep a minimum

balance of $5,000 in your account at all times. If a withdrawal

would reduce your balance below $5,000, we may require you to

withdraw the whole balance and/or we may close your account.

If we require you to withdraw the whole balance, you can only

do this by contacting the ANZ V2 PLUS Service Centre. Unless we

agree otherwise, interest will not be earned in respect of any day

on which the closing balance of your account is less than $5,000.

If you have an ANZ V2 PLUS account with direct banking facilities

and are making a withdrawal using EFTPOS, at an ATM, or via

ANZ Phone Banking, ANZ Internet Banking or ANZ Mobile

Banking, we may not allow the withdrawal if it would cause the

closing balance of your account to fall below $5,000.

The above minimum balance requirements and restrictions on

withdrawals are not applicable to any ANZ V2 Plus accounts

opened through an approved ANZ Intermediary on and from 29

September 2012.

Processing transactions

Subject to the terms of section 2.14 in relation to payments

processed through the New Payments Platform, transactions will

only be processed to your account on business days, and any

transaction that occurs on a non-business day will be processed to

your account on the next business day and will be effective on the

date of processing. However, a withdrawal will in all cases reduce

the amount of available funds in the account on the day it is made.

Interest rate

The annual credit interest rate which will apply to your ANZ V2

PLUS account will depend on whether you opened your account

directly with us or through an approved ANZ intermediary. ANZ V2

PLUS accounts were only able to be opened directly with us before

29 September 2012. Unless otherwise specified in a notice by us

to you, or subsequently amended by us in accordance with these

terms and conditions, the annual interest rate is as indicated below.

If you opened your account directly with us, the annual interest

rate will be the ANZ V2 PLUS Retail Rate.

If you opened your account through an approved intermediary,

the annual interest rate will be the ANZ V2 PLUS Intermediary

Rate, plus any applicable margin (as indicated in your statement

of account from time to time, as otherwise indicated in a notice

by us to you, or as subsequently amended by us in accordance

with these terms and conditions). Please contact the V2 PLUS

Service Centre for details of your current annual interest rate.

The daily interest rate is the applicable annual interest rate

divided by the number of days in a year (usually 365, but 366 in

a leap year).

We may make changes to the interest rate applicable to your

ANZ V2 PLUS account (including by making changes to the ANZ

V2 PLUS Retail Rate, the ANZ V2 PLUS Intermediary Rate or any

applicable margin) in accordance with section 2.16.

You can find out the current ANZ V2 PLUS Retail Rate and

ANZ V2 PLUS Intermediary Rate at www.anz.com or from any

ANZ branch.

Interest payments

Credit interest will accrue daily on the positive balance of your

ANZ V2 PLUS account as at the end of the day at the applicable

daily interest rate, as explained above. However, unless we agree

otherwise, interest will not accrue in respect of any day on which

the closing balance of your account is less than $5,000.

Subject to section 2.18 and to any alternative arrangements

provided for by a relevant intermediary at or about the time

of opening your account, we will pay accrued interest to you

on the first day of January, April, July and October. We will also

generally pay any outstanding accrued interest to you when you

close or withdraw all funds from your account.

Where an interest payment is scheduled to be made on a non-

business day, it will instead be made on the preceding business

day. The payment will relate to interest accrued (or expected

to accrue) up to, but not including, the scheduled date. The

payment will be credited with effect from the scheduled date.

All interest payments will be paid to your ANZ V2 PLUS account.

Account statements

We will provide you with a statement for your account at least

once every six months and more often (quarterly or monthly) if

either you ask or we require. You should keep these statements

for tax purposes.

You can ask for a statement showing all transactions and interest

paid for a specific period, or for an audit certificate. You may have

to pay a fee for this service.

You must carefully check your statements. If you think there

are mistakes or unauthorised or disputed transactions shown

on a statement, contact the ANZ V2 PLUS Service Centre as soon

as possible.

Joint accounts

ANZ V2 PLUS accounts without direct banking facilities

For ANZ V2 PLUS accounts without direct banking facilities, funds

can be withdrawn only in accordance with the instructions the

joint account holders have given us. For example, if your joint

account requires ‘all parties to sign jointly’, any written request

for a withdrawal (including a periodical payment) must be

signed by all account holders. Similarly, telephone requests to

the ANZ V2 PLUS Service Centre must be authorised by all joint

account holders. The only exceptions to this are a withdrawal by

way of direct debit, and a withdrawal by a phone request for a

transfer of funds to the account that has previously been validly

nominated as an account to which funds may be transferred

from your ANZ V2 PLUS account, either of which any joint

account holder can arrange or make.

ANZ V2 PLUS accounts with direct banking facilities

For ANZ V2 PLUS accounts with direct banking facilities, any

of the joint holders can withdraw or transfer funds from the

account without permission from the other account holders.

However, if you do not want any joint account holder to act

alone, you can arrange this by writing to us.

That arrangement will not be effective until we have

acknowledged it in writing. In these circumstances your account

will stop having direct banking facilities.

Authorised representatives for ANZ V2 PLUS accounts with

direct banking facilities

At any time you can tell us that you no longer want us to let a

person who has been appointed as an authorised representative

in respect of your account continue to deal with your account.

However, this instruction will not be effective until we acknowledge

it in writing.

Company accounts

For ANZ V2 PLUS accounts with direct banking facilities, each

director or secretary who signs the application form will have

authority to use the account alone. For ANZ V2 PLUS accounts

without direct banking facilities, authorised representatives may

be appointed to also operate the account jointly. If a company

wants a third party to operate the account, the company will

need to appoint them.

Partnership, trust and unincorporated

association accounts

If a partnership or an unincorporated association wants more

than one person to use the account, those people can apply

jointly, or some of them can apply and the others can be

appointed as authorised representatives.

Similarly, an individual trustee can appoint an authorised

representative. In the case of joint trustees (individuals), they

may apply jointly or just some of them may apply and the others

may be appointed as an authorised representative.

Recurring payments and periodical payments for ANZ V2

PLUS accounts

A recurring payment is a payment that you have arranged via ANZ

Internet Banking to be paid on a repeating basis from your ANZ V2

PLUS account. A recurring payment facility can only be established

for ANZ V2 PLUS accounts with direct banking facilities.

A periodical payment is a payment (other than a recurring

payment) that you have arranged with us to be paid on a

repeating basis from your ANZ V2 PLUS account by reference to

your account number and branch number (BSB).

You may establish a periodical payment facility for an ANZ V2

PLUS account with direct banking facilities by completing a

periodical payment request form and posting or faxing it to

the ANZ V2 PLUS Service Centre or lodging it at an ANZ branch

(which will forward it to the ANZ V2 PLUS Service Centre),

or by any other means that we allow. If you have an ANZ V2

PLUS account without direct banking facilities, we may, in our

discretion, allow you to establish a periodical payment facility

for your account, in which case you will be able to do so in the

manner outlined above.

Direct debits for ANZ V2 PLUS accounts

A direct debit is a payment that you have authorised a merchant

to collect from your ANZ V2 PLUS account and that you arrange

through the merchant by providing your account number and

branch number (BSB).

You will need to establish any direct debit arrangements directly

with the relevant merchant. The ANZ V2 PLUS Service Centre

cannot arrange direct debits for you.

Direct debits are able to be set up for ANZ V2 PLUS accounts

with direct banking facilities. We may, in our discretion, also allow

direct debits to be set up for ANZ V2 PLUS accounts without

direct banking facilities.

Stopping recurring payments, periodical payments and

direct debits for ANZ V2 PLUS accounts

If you have established a recurring payment facility, you may use

ANZ Internet Banking to stop or change a recurring payment on

the facility, or cancel the facility, at any time before the relevant

recurring payment is made.

If you have established a periodical payment facility, you can tell

us to stop or change a periodical payment on the facility, or cancel

the facility, by contacting the ANZ V2 PLUS Service Centre by

phone at least two business days before the relevant periodical

payment is due to be made. We may ask you to send us written

confirmation of your instruction before implementing it.

In certain cases we may be able to block a particular direct

debit, or direct debits by a particular merchant, at your request,

provided the request is made at least two banking days before

the payment is due to be made.

You may notify us of your request to block a direct debit by

contacting the ANZ V2 PLUS Service Centre by phone. We may

ask you to send us written confirmation of your instruction

before implementing it.

Blocking one or more direct debits may cause the merchant

concerned to stop providing the relevant goods and services

or may result in liability for you under any contract between

you and the merchant. You should make alternative payment

arrangements with the merchant if necessary.

Please see section 8 for details about stopping PayTo Payment

Agreements.

6.10 ANZ ONLINE SAVER ACCOUNT

Account opening

You may only open this account if you:

• use your account wholly and exclusively for your private or

domestic use; and

• open, or are the account holder of, or are authorised to deal

with, at least one ANZ deposit account with access to ANZ

Phone Banking or ANZ Internet Banking.

An ‘ANZ deposit account’ includes ANZ Access Advantage, ANZ

Access Basic, ANZ Pensioner Advantage, ANZ Progress Saver,

ANZ V2 PLUS and ANZ Premium Cash Management Account.

The ANZ Online Saver account must be linked to your ANZ

deposit account(s) at all times.

If the ANZ deposit account your ANZ Online Saver account is

linked to is a joint account, either joint account holder must be

able to make transactions on that account.

Authority for dealing with the account

For ANZ Online Saver joint accounts, each account holder will

be able to operate (and enter into agreements to operate) the

account and act alone. You cannot specify that more than one

person needs to authorise transactions.

If you want to alter the instructions on who can make transactions

on the account, you must tell us by phoning our Contact Centre.

In some cases you may need to give us notice in writing.

Deposits

You can make deposits to your account:

• by depositing cash at any ANZ ATM that accepts such deposits;

• by transferring funds from your linked ANZ account using ANZ

Phone Banking, ANZ Internet Banking or ANZ Mobile Banking

(if this funds transfer functionality is available on your version

of ANZ Mobile Banking), or (where you have an ANZ card to

which both accounts are linked) at any ANZ ATM in Australia;

• by arranging an electronic transfer from your account with

another financial institution;

• by arranging an electronic transfer from another person’s

account with another financial institution (e.g. by arranging

to have your salary or other income (such as family allowance

and pensions) paid directly to your account); or

• in any other way we allow.

Withdrawing or transferring money

You may withdraw or transfer money from your account, as long

as enough funds are available:

• by transferring funds to your linked ANZ account (excluding

by way of a periodical payment) , or making a BPAY® Payment,

through ANZ Phone Banking, ANZ Internet Banking or ANZ

Mobile Banking (if this funds transfer functionality is available on

your version of ANZ Mobile Banking);

• by transferring funds to an account with another financial

institution through ANZ Internet Banking or ANZ Mobile

Banking (if this funds transfer functionality is available on your

version of ANZ Mobile Banking), including by arranging a

recurring payment (see section 2.7);

• by arranging a direct debit that is credited to another account

with us or another financial institution; or

• in any other way we allow.

Interest

Subject to section 2.18, we will credit interest to your account on

the last business day of every month.

Statements

We will send you a statement every six months. You can ask us

if you would like to receive statements more frequently (every

three months).

You can also get information on your ANZ Online Saver account

balance and transactions through ANZ Phone Banking, ANZ

Internet Banking and ANZ Mobile Banking.

Closing your account

You can ask us to close your account by phoning our Contact

Centre. You can also ask us to close your ANZ Online Saver

account at an ANZ branch. Before asking us to close your

account, please make sure that you have transferred any balance

out of the account through ANZ Phone Banking, ANZ Internet

Banking or ANZ Mobile Banking.

We will pay any accrued interest, less any charges that apply, into

your nominated ANZ deposit account.

If any amounts deposited to your ANZ Online Saver account

have not cleared at the time you ask to close your account, we

will keep the account open until those deposits have cleared or

until the deposits are dishonoured or refused. At this time we

will close the account and pay you any credit balance.

If your account is in debit, you must pay, or make arrangements

satisfactory to us for the payment of, the outstanding balance

plus any accrued debit interest, fees and charges (including

contingent fees and charges) that apply at the time, before we

will close your account.

Subject to these requirements, ANZ will not unreasonably delay

in closing your account following your request that we do so.

If your account has nothing in it or is overdrawn, and you have not

made any payments into or out of it for more than three months,

we may close your account without giving you any notice.

If you close the ANZ deposit account that your ANZ Online Saver

account is linked to, you must either:

• arrange for your ANZ Online Saver account to be linked to

another ANZ deposit account of yours; or

• close your ANZ Online Saver account.

SECTION 7 SPECIFIC TERMS AND

CONDITIONS FOR ANZ ONE

OFFSET ACCOUNT AND ANZ

EQUITY MANAGER ACCOUNT

7.1 ANZ ONE OFFSET ACCOUNT

ANZ One offset accounts can only be used by individuals or

non-trading entities for private or domestic use, and can only be

linked to an eligible ANZ loan, being:

• an ANZ Standard Variable Rate Home Loan or ANZ Standard

Variable Rate Residential Investment Loan; or

• an ANZ Standard Variate Rate Home Loan in a Company

Name, or ANZ Standard Variable Rate Residential Investment

Loan in a Company Name

• an ANZ 1 Year Fixed Rate Home Loan or ANZ 1 Year Fixed Rate

Residential Investment Loan drawn on or after 2 March 1998

(excluding Interest in Advance Loan); or

• an ANZ 1 Year Fixed Rate Home Loan in a Company Name,

or ANZ 1 year Fixed Rate Residential Investment Loan in a

Company Name (excluding Interest in Advance Loan).

We may, in our discretion, treat another loan as an eligible ANZ

loan. Only one ANZ One offset account can be linked to an

eligible ANZ loan, or an eligible sub-account, where you hold an

ANZ Portfolio facility.

Eligibility criteria for linkage

We will link your ANZ One offset account to your ANZ loan when

each of the following eligibility criteria has been satisfied:

• You have an eligible ANZ loan that can be linked to the ANZ

One offset account; and

• You have asked us in writing in an approved form to link the

ANZ One offset account to the ANZ loan; or you have an

unlinked eligible ANZ One offset account and an eligible ANZ

loan and ANZ has determined to link that ANZ One offset

account to the eligible ANZ loan; and

• The ANZ One offset account is not currently linked to an ANZ

loan; and

• The ANZ One offset account is in exactly the same name as

the ANZ loan.

It may take us up to 5 business days to link the ANZ One offset

account to the ANZ loan once all eligibility criteria have been

satisfied. Interest offset will not apply until the accounts have

been linked.

If your ANZ One offset account is not, or is no longer, linked to

an eligible ANZ loan, or does not meet the eligibility criteria to

be linked to a loan, you acknowledge and agree that we may

close the ANZ One offset account. Before we do this, we will

contact you to seek your instructions as to how funds in the ANZ

One offset account should be applied.

If we are unable to obtain your instructions within 30 days, we

may deal with any funds in accordance with section 4.3.1 or

may transfer those funds to another ANZ deposit account that is

already held by you.

Offset amounts

We do not pay interest on ANZ One offset accounts.

However, an ‘offset amount’ will accrue for each day on which an

offset arrangement applies and where, at the end of that day the

account is in credit.

Accrued offset amounts will subsequently be applied to reduce

the interest charge on your linked ANZ loan in the manner set

out below.

We work out the ‘offset amount’ for a particular day as follows:

1. Take the balance of the ANZ One offset account or of your

linked ANZ loan (as determined in the manner described

below), whichever is less, for that day.

2. Take the interest rate that applies to your linked ANZ loan on

that day and multiply it by the offset percentage of your ANZ

One offset account, which (unless the letter of offer for your

ANZ loan says otherwise) is 100%.

3. Multiply the figures from 1 and 2 and divide the result by 365

(being the number of days in a non-leap year).

An example:

1. $5,000

2. 7.3% p.a. (i.e. 0.073) x 100% = 0.073

3. ($5,000 x 0.073) ÷ 365 = $1 (the offset amount for that day)

For the purpose of calculating the offset amount for a given

day, we will generally treat a transaction on your ANZ One offset

account or linked ANZ loan as effective on the date it occurs (for

example, the date a deposit is made). However, in some limited

cases, ANZ may, in its reasonable discretion, treat a transaction

as effective for the purpose of calculating the offset amount on

another date, such as the date it is processed to your account (for

example, if a loan has been closed or refinanced or if a historic

transaction is reversed).

Each interest charge that would otherwise be debited to your

linked ANZ loan will be reduced by the aggregate accrued

offset amounts for each day in the period over which that

interest charge accrued. Any excess accrued offset amounts

are then lost, and so will not reduce any further interest charge

subsequently calculated for that period or any later period.

Our right to set off or combine accounts

If you default on your ANZ loan, we can, without giving you

notice, use all or part of the balance in your ANZ One offset

account to pay off all or part of the ANZ loan.

Termination of offset arrangement

We will remove the linkage between your ANZ One offset

account and your ANZ loan and terminate the offset

arrangement when any of the following events occur:

• your ANZ One offset account is closed; or

• your ANZ loan becomes ineligible for an offset arrangement;

• you ask us to, and we do, terminate the offset arrangement; or

• we close your ANZ loan account following the repayment of

the loan; or

• we provide a final payout figure for repayment of your ANZ

loan. If for any reason, your ANZ loan is not repaid, it may take

us up to 5 business days to re-link the ANZ loan to your ANZ

One offset account. Interest offset may not apply during this

period.

Interest offset will no longer apply upon termination of the offset

arrangement.

7.2 ANZ EQUITY MANAGER ACCOUNT

Interest

The credit interest rate is tiered. Subject to section 2.18, we will

credit interest to your account every month from the date on

which your account was opened.

Special conditions

ANZ Equity Manager accounts have a different fee structure to

that of other types of accounts. Details of the fee structure are

set out in the ‘ANZ Personal Banking Account Fees and Charges’

and ‘ANZ Personal Banking General Fees and Charges’ booklets.

Details of the terms and conditions for the credit available with

this account (other than the Informal Overdraft referred to in

section 2.19) are set out in our ‘Consumer Lending Terms and

Conditions’ booklet and your letter of offer.

SECTION 8 ELECTRONIC

BANKING CONDITIONS OF USE

ANZ warrants that it will comply with the requirements of the

ePayments Code.

This section applies to payment, funds transfer and cash

withdrawal transactions that are:

(a) initiated using electronic equipment; and

(b) not intended to be authenticated by comparing a manual

signature with a specimen signature.

Unless the account services are provided or referred to you by

ANZ, ANZ does not authorise, promote or endorse the use of

account services offered by third parties to access your ANZ

accounts (including account aggregation services, such as may

be provided by other financial institutions).

Definitions

‘AFT’ means an Account Funding Transaction initiated by a Visa

Direct enabled merchant or other person to debit a nominated

account linked to an ANZ Access Visa Debit Card to transfer

funds to a further nominated account or digital wallet.

‘ANZ Mobile Banking’ means the ANZ App or any ANZ mobile

banking application that succeeds or replaces that application.

‘Authorised Deposit-taking Institution’ has the meaning given

to that term in the Banking Act 1959 (Cth).

‘BPAY® Payment’ means a payment made via the BPAY®

Payments service provided by BPAY Pty Ltd.

‘business day’ means a day that is not a Saturday, a Sunday or an

Australian national public holiday.

‘CRN’ means the Customer Registration Number issued by ANZ

to you.

‘Extreme Carelessness’ means a degree of carelessness

that greatly exceeds what would normally be considered

careless behaviour.

‘Misdirected Payment’ means a payment made by a user

using a PayID where funds are paid into the account of an

unintended recipient because the PayID wasn’t correctly created

or maintained by the recipient’s financial institution. This does

not include PayTo.

‘Mistaken Internet Payment’ means a payment made by a user

through Pay Anyone where:

• if the payment is not processed through the New Payments

Platform, funds are paid into the account of an unintended

recipient because the user enters or selects a BSB number and/

or account number that does not belong to the named and/or

intended recipient as a result of the user’s error or the user being

advised of the wrong BSB number and/or account number; or

• if the payment is processed through the New Payments

Platform (including Osko®), a payment initiated by a user

where the payment is directed to the wrong account as a

result of the user’s error or the user being advised of the

wrong BSB number, account number or PayID.

This does not include:

• BPAY® Payments;

• PayTo Payments; or

• Situations where the user transfers funds to the recipient as a

result of a scam.

‘New Payments Platform’ or ‘NPP’ means the new payments

platform operated by NPPA.

‘NPPA’ means NPP Australia Limited.

‘OCT’ means an Original Credit Transaction initiated by a Visa

Direct enabled merchant or other person which credits funds to

an ANZ account linked to the account holder’s ANZ Access Visa

Debit card number.

‘Osko®’ means the Osko® payment service provided by BPAY Pty

Ltd using the New Payments Platform.

‘PayID®’ means the identifier selected by you (with our approval)

to allow others to send NPP payments to you and/or take NPP

payments from you instead of using a BSB and account number.

‘PayTo®’ means the service which enables us to process NPP

payments from your account in accordance with and on the

terms set out in a PayTo Payment Agreement.

‘PayTo Payment Agreement’ means an agreement between you

and an approved Merchant or Payment Initiator, by which you

authorise us to process PayTo payments from your account.

‘PIN’ means Personal Identification Number.

‘Receiving Bank’ means an Authorised Deposit taking Institution

which has subscribed to the ePayments Code or which receives

payments processed through the New Payments Platform (including

Osko®) and whose customer has received an internet payment.

‘Securemail’ means the electronic messaging system which

enables communications to be sent to or from ANZ as part of

ANZ Internet Banking.

‘Security Requirement’ has the meaning given to that term in

this section.

‘Telecode’ means the four to seven digit number issued to

access ANZ Phone Banking.

‘Transaction’ means a transaction to which the ePayments Code

applies or which was processed through the New Payments

Platform.

‘Unintended recipient’ means the recipient of funds as a result

of a Mistaken Internet Payment or Misdirected Payment.

‘User’ means you or an individual who is authorised to use an

account.

‘you’ means the holder of a relevant account and, unless the

context indicates otherwise, any authorised user in respect of

that account.

PayID and PayTo are registered trademarks of NPP Australia Limited.

Transaction limits

ANZ or another party such as a merchant may limit the amount

of any electronic transaction you can make over certain periods

(e.g. during any day or in a single transaction).

ANZ may change any transaction limit or impose new transaction

limits by giving you notice. You can find out current transaction

limits for your accounts by phoning ANZ on 13 13 14.

How you can use ANZ Internet Banking

You can use ANZ Internet Banking to make transactions on your

linked accounts, as set out in your account terms and conditions.

You can also use ANZ Internet Banking to purchase and order

a range of financial services and products. You can get more

details by visiting the website at www.anz.com

Fees and Charges for ANZ Mobile Banking

ANZ reserves the right to charge an account nominated by

you with fees and charges for the provision of ANZ Mobile Banking.

The fees and charges applicable to ANZ Mobile Banking are those

shown on www.anz.com and may vary from time to time.

You may also incur charges from your mobile operator as a result

of using ANZ Mobile Banking. Any such charges are solely your

responsibility.

Access to and use of Pay Anyone and International Services

(a) Obtaining Pay Anyone

When applying for Pay Anyone for ANZ Internet Banking,

you must request a Pay Anyone daily limit which is subject to

approval by ANZ. The options for the daily limits are set out at

www.anz.com when you apply. Restrictions apply depending

on whether you are using Pay Anyone for personal or business

purposes. When applying for Pay Anyone for ANZ Mobile

Banking your daily limit will be as advised to you by ANZ and

may not be changed by you.

If you require your password for Pay Anyone for ANZ Internet

Banking to be reset or reissued ANZ may reduce your current

daily Pay Anyone limit for ANZ Internet Banking. You will need to

re-apply if you wish to reinstate that limit. Please allow sufficient

time for the change to be made before you attempt to use the

higher daily transfer limit. You can apply to increase or decrease

your daily transfer limit for ANZ Internet Banking through ANZ

Internet Banking.

(b) Obtaining International Services

You can apply for International Services after you have been

granted Pay Anyone access. International Services are not

available through ANZ Mobile Banking. The total of all Pay

Anyone and international money transfers (converted into

Australian Dollars) on any day cannot exceed your Pay Anyone

daily transaction limit.

PayTo is available on eligible accounts if you have Pay Anyone

access and your account has access to “All transactions” (see

below). For more information about the availability of PayTo

please refer to anz.com.

Access levels for ANZ Phone Banking, ANZ Internet Banking

and ANZ Mobile Banking

Access levels:

• ‘All transactions’ – access every function within ANZ Phone

Banking, ANZ Internet Banking and ANZ Mobile Banking for

the account;

• ‘Transaction History Details only and BPAY® Payments’ –

includes BPAY® Payments, account balance information and

transaction history details but excludes transfers between

accounts, increasing a credit card limit, redrawing on a home

loan, direct loan payments, BPAY® View™, ANZ Online Investing

and ANZ Online Reporting;

• ‘Deposit and Transaction History Details only’ – includes

transaction history details and account balance information

but excludes withdrawals from accounts, increasing credit

card limit, redrawing on a home loan, direct loan payments,

BPAY® View™, ANZ Online Reporting, ANZ Online Investing

and BPAY® Payments;

• Deposit only – excludes withdrawals from accounts, BPAY®

Payments, increasing credit card limit, redrawing on a home

loan, direct loan payments, BPAY® View™, ANZ Online Reporting,

ANZ Online Investing, account balance information and

transaction history details;

• Transaction History Details only – includes enquiries on past

transactions about the account but excludes all transactions

on the account, transfers between accounts, increasing credit

card limit, redrawing on a home loan, direct loan payments,

BPAY® View™, ANZ Online Reporting, ANZ Online Investing

and BPAY® Payments.

Account holders aged 12 to 15 years, adults who have a joint

account with account holders aged 12 to 15 years, and account

signatories (no agents can be appointed) to accounts held by

customers aged 12 to 15 years may only have restricted access

levels for ANZ Phone Banking and ANZ Internet Banking. Only the

account holder or account signatories can select an access level.

The account holder or account signatories may authorise another

person (an ‘authorised user’) to operate the account and that

person may have a different access level to the account holder.

The account holder is responsible for the operation of the

account by the authorised user within that user’s level of access.

The account holder or account signatories may cancel or change

any access level by sending a written request or Securemail

to ANZ, or calling ANZ on the relevant number listed in this

booklet. ANZ may require written confirmation. ANZ may take

several days to process this change.

Authorised users, regardless of their level of access, cannot

access ANZ Pay Anyone, ANZ Online Investing, International

Services, increase a credit card limit, redraw on a home loan, or

use Securemail to change any of the account holder’s account or

other personal details. However, all authorised users can use ANZ

Internet Banking to change their own profile, access their own

Securemail and select and change their own password and ANZ

Mobile Banking to change their own password.

If you are an ANZ credit card account holder and nominate

access to this account via ANZ Internet Banking, each additional

card holder will be an authorised user.

Processing instructions – general

The account holder authorises ANZ to act on the instructions

any authorised user enters into electronic equipment.

Any electronic transaction made by you cannot be cancelled,

altered or changed by you unless allowed by the applicable

terms and conditions or this section.

ANZ may delay acting on or may ask you for further information

before acting on an instruction.

ANZ is not obliged to process a future dated or recurring transfer

or Pay Anyone to a PayID that has changed since ANZ received

your instructions. You must monitor your recurring and future

transfers and Pay Anyone instructions and update the payee

details if required.

If you make a cash withdrawal from an account by making an

electronic transaction and there is a difference between the

amount of cash received and the amount shown on the receipt,

you must report this to ANZ and to the merchant (if applicable)

as soon as possible. You can make your report to ANZ by calling

ANZ on the number listed in this booklet.

If you make a deposit of funds to an account by making an

electronic transaction and there is a difference between the

amount recorded as having been deposited and the amount

ANZ receives, the account holder will be notified of the

difference as soon as possible and will be advised of the actual

amount which has been credited to the account.

ANZ is not liable for the refusal of any merchant to accept an

electronic transaction and, to the extent permitted by law, is not

responsible for the goods and services supplied by a merchant.

ANZ may notify you of any electronic transactions (instructions

for which are received through ANZ Mobile Banking) it is unable

to process.

You accept that:

• not all electronic equipment from which cash can be

withdrawn will always contain cash;

• any cash dispensed at electronic equipment is at your risk

once it becomes visible or available for you to collect;

• not all electronic equipment will allow you to make deposits;

• future dated transfers, Pay Anyone or BPAY® Payment

instructions can only be revoked or changed by you if

instructions to delete the transaction are given to ANZ

through ANZ Internet Banking (or any other channel we allow)

before midnight Sydney time on the business day before the

transaction is scheduled to occur.

An immediate transfer, Pay Anyone or BPAY® Payment cannot

be revoked or stopped once ANZ receives your instruction.

It is your responsibility to ensure that all the information

you have provided is correct. For instance, if you enter an

incorrect BSB and/or account number in your instructions for

an immediate transfer or Pay Anyone, your funds may be paid

to an unintended recipient and may not be recovered. ANZ

does not check that the details provided by you are correct or

that the account name matches the account number. Future

dated transfer, Pay Anyone or BPAY® Payment instructions can

only be revoked or changed by you if instructions to delete the

transaction are given to ANZ through ANZ Internet Banking

before midnight Sydney time on the business day before the

transaction is scheduled to occur. After this time, the instruction

cannot be revoked by you.

Processing instructions – cut-off times

Refer to your account terms and conditions for details regarding

when transactions made using ANZ Phone Banking, ANZ Internet

Banking, ANZ Mobile Banking, Pay Anyone and International

Services, BPAY® Payments and PayTo payments, will be applied to

your account and processed as a payment to the payee.

Processing instructions – Pay Anyone and International

Services

Pay Anyone instructions will generally be delivered to the

payee’s financial institution on the day that ANZ processes them

except where:

• you tell ANZ to make a Pay Anyone payment after ANZ’s

cut-off time (other than in the case of a Pay Anyone payment

processed through the New Payments Platform); or

• ANZ is not obliged to process your instructions; or

• there is a technical failure; or

• there is a technical or payment infrastructure-related delay

that is outside of our control; or

• there is a delay or error in accepting the instructions caused

by the financial institution to which the transfer is to be made.

ANZ cannot control (and is not responsible for) when, or if, the

payee’s financial institution processes your instructions or the fees

that financial institutions may charge to process your instructions.

Once ANZ processes your transfer instruction, ANZ is reliant

on the payee’s financial institution to advise whether your

instructions have been successfully processed. If the payee’s

financial 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 relevant withdrawal from

your linked account.

If the transfer is to be made from a credit card, it will be treated

as a cash advance and interest and fees may apply.

Processing instructions – BPAY® Payments

ANZ is a member of the BPAY® Scheme. This is an electronic

payments scheme through which ANZ can be asked to make

BPAY® Payments on your behalf to billers. ANZ will tell you if it

ceases to offer BPAY® Payments or be a member of the BPAY®

Scheme. For the purposes of the BPAY® Scheme, ANZ may also

be a biller. This section applies only to BPAY® Payments and does

not apply to payments processed using Osko®, which is another

service provided by BPAY®.

You must comply with the terms and conditions for the account

which you ask ANZ to debit a BPAY® Payment (to the extent that

those terms are not inconsistent with or expressly overridden by

these Conditions of Use).

To make a BPAY® Payment 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;

• the account from which you want the payment to be made;

and

• for future dated payments, the date on which you want the

payment to be made.

Once this information is provided, ANZ will treat your

instructions as valid and will debit the relevant account. ANZ

will not be obliged to effect a BPAY® Payment instruction if it is

not made in accordance with these Conditions of Use or if the

information given is incomplete and/or inaccurate.

ANZ may reject a payment direction if the relevant biller no

longer offers BPAY payment facilities.

Limits apply to your use of BPAY® Payments on both a per

transaction and daily limit (per CRN) basis.

Separate daily limits apply for BPAY® Tax Payments, independent

of the general BPAY® Payment limits. For more information on

available limits see www.anz.com

A delay may occur in processing a BPAY® Payment where:

• the day after you tell ANZ to make a BPAY® Payment is a non-

business day;

• you tell ANZ to make a BPAY® Payment after ANZ’s cut-off

time; or

• another participant in the BPAY® Scheme, such as another

financial institution or a biller does not process a BPAY® Payment

as soon as it receives details of the payment or does not

otherwise comply with its obligations under the BPAY® Scheme.

While it is expected that any such delay will not continue for

more than one business day, it may continue for a longer period.

ANZ will attempt to ensure a BPAY® Payment is processed

promptly by billers and other participants in the BPAY® Scheme.

You should check your account records carefully and tell ANZ as

soon as possible if you become aware of:

• a BPAY® Payment which has been made from your linked

account which was not authorised;

• the possibility that you have been fraudulently induced to

make a BPAY® Payment; or

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

The longer it takes you to tell ANZ about a BPAY® Payment which

was unauthorised, may have been fraudulently induced, or any

delay or mistake in processing the BPAY® Payment, the more

difficult it may be for ANZ to investigate and/or recover the

payment.

You must provide ANZ such assistance as may be reasonably

necessary to investigate any BPAY® Payment which was

unauthorised, may have been fraudulently induced, or any delay

or mistake in processing the BPAY® Payment.

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

Payment ANZ will:

• advise you of this;

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

and

• tell you how ANZ can assist you, if possible, in making the

payment as soon as possible.

A linked ANZ credit card account can only be used to make a

BPAY® Payment if the biller accepts credit card payment.

If the biller does not accept credit card payment but you want to pay

from a credit card account, payment will be by way of a cash advance.

You are not authorised to give a biller code to any person in

order to receive payments owing to you. Biller codes may only

be used by authorised billers to receive payment of bills issued

by that biller. The terms and conditions of use of BPAY® Payments

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

Short Message Service (SMS) and other messages

By registering for ANZ Mobile Banking, you agree that ANZ

may send SMS messages to your nominated mobile phone.

ANZ is not liable for any loss or damage you suffer as a result of

any person other than you accessing those messages, except

where such loss or damage arise from negligence, fraud or wilful

misconduct by ANZ or its officers, employees, contractors or

agents, or in respect of any consequential loss or damage.

Card Validity

Your card remains ANZ’s property at all times. A card must be

signed immediately by the person in whose name it has been

issued and must only be used within the ‘valid from’ and ‘until

end’ dates shown on the card. For security reasons you must, as

soon as the card expires, destroy it by cutting it (including any

embedded microchip on the card) diagonally in half.

Lost or stolen cards, Password, PIN or Telecode

If you report that a card has been lost or stolen the card will be

cancelled as soon as the report is made.

You must not use the card once the report is made. If you

recover the lost or stolen card, the card must be securely

destroyed (including any chip).

You must make a report to ANZ (and the relevant third party, if

a third party issued the username, password, PIN or card to you)

immediately you become aware or suspect that your password,

username, PIN, CRN or Telecode is disclosed or used without

your authority, or lost. You must not then continue to use your

password, username, PIN, CRN or Telecode. ANZ will 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 the telephone numbers listed

in this booklet.

If ANZ’s telephone reporting service is unavailable, you must

report the disclosure, loss, theft or misuse to any ANZ branch.

Your account terms and conditions outline how you can make a

report if ANZ’s telephone reporting service is unavailable or you

are overseas.

Suspension or termination of your ability to make BPAY®

Payments and cancellation of electronic access

Without limiting any other rights of ANZ under applicable

terms and conditions, we may at any time suspend or

terminate your ability to make BPAY® Payments in the following

circumstances:

• We, or BPAY®, suspect on reasonable grounds that you, or a

person acting on your behalf is:

- being fraudulent;

- in breach, or will cause you to be in breach, of these terms

and conditions;

- using BPAY® Payments in a manner that will, or is likely to,

adversely affect the integrity, stability or reputation of BPAY®

Payments, the BPAY® Scheme, or the quality of services

offered to you or to other customers; or

- using BPAY® Payments in connection with any activities

which are unlawful;

• BPAY® or any regulatory authority requires or requests us to do

so; or

• our membership to the BPAY® Scheme or our subscription

to BPAY® Payments is suspended, ceases or is cancelled for

any reason.

You can request ANZ to de-register you from ANZ Internet

Banking at any time by Securemail or by calling the relevant

number listed in this booklet.

Withdrawal of electronic access

Without limiting any other rights of ANZ under applicable terms

and conditions, ANZ may withdraw your electronic access to

accounts (including by BPAY® Payments) without prior notice if:

• electronic equipment malfunctions or is otherwise unavailable

for use;

• a merchant refuses to accept your card;

• any one of the accounts is overdrawn (other than by use of

the Informal Overdraft, if any) or will become overdrawn, or is

otherwise considered out of order by ANZ;

• ANZ believes your access to accounts through electronic

equipment may cause loss to the account holder or to ANZ;

• ANZ believes that the quality or security of your electronic

access process or ANZ’s systems may have been

compromised;

• all the accounts which you may access using ANZ Phone

Banking or ANZ Internet Banking have been closed or are

inactive or the account you have nominated for ANZ Mobile

Banking fees and charges to be charged to is closed;

• ANZ suspects you of being fraudulent or engaging in

inappropriate behaviour unless the withdrawal is prohibited

by law.

ANZ may at any time change the types of accounts that may

be operated, or the types of electronic transactions that may be

made through particular electronic equipment.

Password, PIN and Telecode Security

Users must keep their passwords, PINs and Telecodes secure.

Failure to do so may increase your liability for any loss.

Warning: A user must not use their birth date or an

alphabetical Telecode which is a recognisable part of their

name as a password, PIN or Telecode, or select a Telecode

which has sequential numbers, for example, ‘12345’ or

where all numbers are the same, for example, ‘11111’. If the

user does, you may be liable for any loss suffered from an

unauthorised transaction.

A user must not:

• voluntarily disclose any of their passwords, PINs or Telecodes

to anyone, including a family member or friend;

• write or record passwords, PINs or Telecodes on a card, or

keep a record of the passwords, PINs or Telecodes on anything

carried with the card or liable to loss or theft at the same time

as the card, unless the user makes a reasonable attempt to

protect the security of the passwords, PINs or Telecodes;

• keep a written record of all passwords, PINs or Telecodes

required to perform transactions on one or more articles

liable to be lost or stolen at the same time, without making a

reasonable attempt to protect the security of the passwords,

PINs or Telecodes;

• select a numeric password, PIN or Telecode that represents

their birth date, or an alphabetical password, PIN or Telecode

that is a recognisable part of their name;

• otherwise act with extreme carelessness in failing to protect

the security of all passwords, PINs or Telecodes, (each a

‘Security Requirement’).

For the avoidance of doubt, reference to passwords in this

clause (Password, PIN and Telecode Security) includes one-

time passwords.

Warning: Users should avoid accessing ANZ Phone Banking

through telephone services which record numbers dialled

– for example hotels which do this for billing purposes. In

these situations users should obtain access to ANZ Phone

Banking through an ANZ customer service operator.

To assist you, ANZ publishes security guidelines. A copy of the

current guidelines is available at www.anz.com

Additional authentication requirements

To help protect the security of your account, ANZ may require

you to comply with additional authentication requirements

before processing a transaction (for example, by requiring you

to enter a security code sent to your mobile before processing a

withdrawal). ANZ will decide in its discretion which transactions

require additional authentication. If you are unable to comply

with an authentication request or if the system through which

the authentication is done malfunctions or is unavailable for any

reason, ANZ may not be able to process a transaction. In this

instance, you can contact ANZ for assistance.

Unauthorised transactions

The following provisions apply to unauthorised transactions.

The provisions do not apply to a transaction performed by a user

or by anyone who performs a transaction with the knowledge

and consent of a user.

(a) When ANZ is liable

ANZ will be liable for losses incurred by the account holder that:

• are caused by the fraudulent or negligent conduct of ANZ’s

employees or agents or third parties involved in networking

arrangements, or of merchants or their agents or employees;

• are caused by a card, account number, PayID, password, PIN or

Telecode which is forged, faulty, expired or cancelled;

• are caused by a transaction that requires the use of any card,

password, PIN or Telecode that occurred before the user

received or selected the card, password, PIN or Telecode

(including a reissued card, password, PIN or Telecode);

• are caused by a transaction being incorrectly debited a

second or subsequent times to the same account;

• arise from an unauthorised transaction that occurs after you

have notified ANZ that any card has been misused, lost or

stolen or that the security of a password, PIN or Telecode has

been breached;

• arise from an unauthorised transaction that can be made

using an account number or PayID without a password, PIN

or Telecode or card. Where a transaction can be made using a

card, or a card and an account number or PayID, but does not

require a password, PIN or Telecode, you will be liable only if

the user unreasonably delays reporting the loss or theft of the

card;

• arise from an unauthorised transaction if it is clear that a user

has not contributed to the losses; or

• occur while ANZ’s process for reporting unauthorised

transactions, loss, theft or misuse of a card or breach of a

Security Requirement is unavailable, provided that a report

is made within a reasonable time of the process again

becoming generally available.

(b) When the account holder is liable

If ANZ can prove on the balance of probability that a user

contributed to the loss arising from an unauthorised transaction

through fraud or through breaching a Security Requirement:

• the account holder is liable in full for the actual losses that

occur before ANZ is notified of the loss, theft or misuse of a

card or breach of a Security Requirement, but

• the account holder will not be liable for a portion of the losses:

• incurred on any one day that exceed any applicable daily

transaction limit;

• incurred in any period that exceed any applicable periodic

transaction limit;

• that exceed the balance of the account, including any pre-

arranged credit; or

• incurred on any account that ANZ and the account holder

had not agreed could be accessed using the card, account

number or PayID and/or password, PIN or Telecode used to

perform the transaction.

Where:

• more than one password, PIN or Telecode is required to

perform a transaction, and

• ANZ can prove that a user breached a Security Requirement

for one or more (but not all) of the required passwords, PINs

or Telecodes, the account holder will only be liable if ANZ can

also prove that on the balance of probability that the breach of

the Security Requirement was more than 50% responsible for

the losses, when assessed together with all the contributing

causes. The account holder is liable for losses arising from

unauthorised transactions that occur because a user

contributed to the losses by leaving a card in an ANZ ATM.

If ANZ can prove, on the balance of probability that a user

contributed to the losses resulting from an unauthorised

transaction by unreasonably delaying reporting the misuse, loss or

theft of a card or a breach of a Security Requirement, the account

holder will be liable for the actual losses that occur between:

• the time when the user became aware of the security

compromise, or in the case of a lost or stolen card, should

reasonably have become aware; and

• the time ANZ was notified of the security compromise.

However, the account holder will not be liable for that 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 the account holder

had not agreed could be accessed using the card and/or

passwords, PIN or Telecode used to perform the transaction.

If it is not clear whether a user has contributed to the loss caused

by an unauthorised transaction and where a password, PIN or

Telecode was required to perform the unauthorised transaction,

the account holder is liable for the least of:

• $150 or a lower figure determined by ANZ;

• the balance of the account or accounts (including any

prearranged credit) from which ANZ and the account holder

have agreed could be accessed using the card and/or

password, PIN or Telecode, and

• the actual loss at the time ANZ is notified of the misuse, loss or

theft of a card or breach of a Security Requirement (but not that

portion of the loss incurred on any one day* which is greater than

the daily transaction limit or other periodic transaction limit (if any)).

Additional protection

Visa – Zero liability

Subject to the section headed ‘Unauthorised transactions’ you

will not be liable for unauthorised transactions on a Visa credit

card or ANZ Access Visa Debit card.

If you notify ANZ of an unauthorised transaction(s), within 5

business days we will provide provisional credit to you to the

value of the unauthorised transaction unless your prior account

history is unsatisfactory or if the nature of transactions justifies a

delay in crediting your account.

MasterCard – Zero liability

Subject to the section headed ‘Unauthorised transactions’ you

will not be liable for unauthorised transactions on a MasterCard

credit card.

Equipment malfunction

ANZ is responsible to the account holder for any loss caused by

the failure of a system or equipment to complete a transaction

that was accepted in accordance with your instructions.

However, if you were aware or should reasonably have been

aware that the system or equipment was unavailable for use or

malfunctioning, ANZ’s responsibility will be limited to correcting

* A day begins at 12.00.00am (Melbourne time) and ends at 11.59pm (Melbourne time)

on the same day. If you are not in the same time zone as Melbourne, please check

http://www.australia.gov.au

errors in the account and refunding any charges or fees imposed

as a result.

You are solely responsible for your own computer and mobile

phone anti-virus and security measures, and those of any

authorised user, to help prevent unauthorised access via ANZ

Internet Banking or ANZ Mobile Banking to your transactions

and linked accounts.

Liability under the BPAY® Scheme

(a) General

You should note that:

• if you advise ANZ that a BPAY® Payment made from a linked

account is unauthorised, you should first give ANZ your

written consent to obtain from the biller information about

your account with that biller or the BPAY® Payment, (including

your CRN) as ANZ reasonably requires to investigate the BPAY®

Payment. This should be addressed to the biller who received

the BPAY® Payment. 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 rectify that BPAY® Payment;

• if you discover that the amount you instructed ANZ to

pay was less than the amount you needed to pay, you can

make another BPAY® Payment for the shortfall. If you cannot

make another BPAY® Payment for the shortfall because the

shortfall amount is less than the minimum amount the biller

will accept, you can ask ANZ to arrange for a reversal of the

initial payment. You can then make a second payment for

the correct amount. If you discover that the amount you

instructed ANZ to pay was more than the amount you needed

to pay, you can ask ANZ to request a reversal of the initial

payment from the biller on your behalf, and if this occurs, you

can make a second payment for the correct amount.

(b) ANZ’s liability

If you are liable for an unauthorised or fraudulently induced

payment under this ‘Liability under the BPAY® Scheme’ section

or as a result of a BPAY® billing error and the ePayments Code

applies, then your liability is limited to the lesser of:

(i) the amount of that unauthorised or fraudulently induced

payment;

(ii) the limit (if any) of your liability set out under ‘Unauthorised

transactions’.

If (ii) applies, ANZ will be liable to you for the difference between

the amount for which you are liable and the amount of the

unauthorised or fraudulently induced payment.

BPAY® Payments

Except where a BPAY® Payment is an unauthorised payment, a

fraudulently induced payment or a mistaken payment, BPAY®

Payments are irrevocable. No refunds will be provided through

the BPAY® Scheme where you have a dispute with the biller about

any goods or services you may have agreed to acquire from the

biller. Any dispute must be resolved with the biller. This is the case

even where your BPAY® Payment has been made with a credit

card account, no chargeback rights apply to BPAY® Payments.

Unauthorised BPAY® Payments

If a BPAY® Payment is made in accordance with a payment

direction, which appeared to ANZ to be from you or on your

behalf, but which you did not in fact authorise, ANZ will credit

your account with the amount of that unauthorised payment.

However, you must pay ANZ the amount of that payment, or

part of that payments (as applicable):

(i) to the extent that ANZ cannot recover the amount from

the person who received it within 20 business days of ANZ

attempting to do so; and

(ii) if the payment was made as a result of a payment direction

which did not comply with ANZ’s security requirements.

Fraudulently induced BPAY® Payments

If a BPAY® Payment is induced by the fraud of a person involved

in the BPAY® Scheme, then that person should refund you the

amount of the fraudulently induced payment. However, if that

person does not refund you that amount, you must bear the loss

unless some other person involved in the BPAY® Scheme knew

of the fraudulent inducement or would have detected it with

reasonable diligence, in which case that person must refund you

the amount of the fraudulently induced payment.

Mistaken BPAY® Payments

If you discover that a BPAY® Payment has been made to a

person, or for an amount, which is not in accordance with your

instructions (if any), and your account was debited for the amount

of that payment, ANZ will credit that amount to your account.

However, if you were responsible for a mistake resulting in that

payment (e.g. due to entering the wrong details as part of the

payment direction) and ANZ cannot recover the amount of that

payment, or part of that payment (as applicable) from the person

who received it within 20 business days of ANZ attempting to do

so, you must pay ANZ the amount that ANZ cannot recover.

You acknowledge that the receipt by a biller of a mistaken

or erroneous payment does not or will not, under any

circumstances, constitute part or whole satisfaction of any

underlying debt owed between you and that biller.

Consequential Loss

This clause does not apply to the extent that it is inconsistent

with or contrary to any applicable law or code of practice to

which we have subscribed. If those laws or that code would

make this clause illegal, void or unenforceable or impose an

obligation or liability which is prohibited by those laws or

that code, this clause is to be read as if it were varied to the

extent necessary to comply with those laws or that code or, if

necessary, omitted.

ANZ is not liable for any consequential loss or damage you suffer

as a result of using the BPAY® Scheme, other than due to any loss

or damage you suffer due to ANZ’s negligence or in relation to

any breach of a condition or warranty implied by law in contracts

for the supply of goods and services and which may not be

excluded, restricted or modified at all or only to a limited extent.

To the extent permitted by law, you indemnify ANZ against any

loss or damage ANZ may suffer (acting reasonably) due to any

claim, demand or action of any kind brought against ANZ arising

directly because you:

(i) did not observe your obligations under; or

(ii) acted negligently or fraudulently in connection with,

these Electronic Banking Conditions of Use.

You are not required to discharge or indemnify us under this

clause in relation to any loss or damage to the extent it arises

from negligence, fraud, wilful misconduct or mistake by ANZ or

its officers, employees, contractors or agents.

Mistaken Internet Payments

A user may report a Mistaken Internet Payment at any ANZ

branch or by phoning ANZ on 13 13 14. Where a user reports

a Mistaken Internet Payment, ANZ will investigate whether a

Mistaken Internet Payment has occurred. If ANZ is satisfied that

a Mistaken Internet Payment has occurred, ANZ will send the

Receiving Bank a request for return of the funds.

If ANZ is not satisfied that a Mistaken Internet Payment has

occurred, ANZ will not take any further action.

ANZ will inform the user of the outcome of a reported Mistaken

Internet Payment in writing within 30 business days of the report

being made.

Process where some or all funds are available and report is

made within 10 business days

Where a user reports a Mistaken Internet Payment or Misdirected

Payment within 10 business days of making the payment and:

• ANZ and the Receiving Bank are satisfied that a Mistaken

Internet Payment or Misdirected Payment has occurred; and

• ANZ is advised by the Receiving Bank that there are funds

available in the account of the unintended recipient to cover

some or all of the payment and the Receiving Bank has

recovered those funds,

the Receiving Bank must forward those funds to ANZ no later than

10 business days after receiving our request to return the funds.

Process where some or all funds are available and report is

made between 10 business days and 7 months

Where a user reports a Mistaken Internet Payment or Misdirected

Payment between 10 business days and 7 months after making

the payment and:

• ANZ and the Receiving Bank are satisfied that a Mistaken

Internet Payment or Misdirected Payment has occurred; and

• ANZ is advised by the Receiving Bank that there are funds

available in the account of the unintended recipient to cover

some or all of the payment; and

• the Receiving Bank prevents the unintended recipient from

withdrawing those funds for 10 business days, and during

this period the unintended recipient does not establish that

they are entitled to those funds, and the Receiving Bank has

recovered those funds,

the Receiving Bank must forward those funds to ANZ following

the expiry of the 10 business day period referred to above.

Process where some or all funds are available and report is

made after 7 months

Where a user reports a Mistaken Internet Payment or Misdirected

Payment more than 7 months after making the payment and:

• ANZ and the Receiving Bank are satisfied that a Mistaken

Internet Payment or Misdirected Payment has occurred; and

• ANZ is advised by the Receiving Bank that there are funds

available in the account of the unintended recipient to cover

some or all of the payment; and

• the unintended recipient consents to return of those funds,

the Receiving Bank must forward those funds to ANZ.

Misdirected Payments

A user may report a Misdirected Payment using ANZ Internet

Banking. Where a user reports a Misdirected Payment, ANZ will

investigate whether a Misdirected Payment has occurred. If ANZ

is satisfied that a Misdirected Payment has occurred, ANZ will

send the Receiving Bank a request for return of the funds.

Process following report of a Mistaken Internet Payment or

Misdirected Payment

If the Receiving Bank recovers any funds from an unintended

recipient and forwards those funds to ANZ, we will return the

funds to the account holder as soon as practicable.

It may not be possible to recover any funds in certain circumstances,

for example where:

• the Receiving Bank is not satisfied that a Mistaken Internet

Payment or Misdirected Payment has occurred; or

• there are insufficient funds in the unintended recipient’s

account. In this case, the amount that may be recovered

will depend on the Receiving Bank’s exercise of discretion to

pursue all, some or none of the funds.

If the Receiving Bank is unable to recover the funds from the

unintended recipient, the account holder will be liable for losses

arising from the Mistaken Internet Payment or Misdirected Payment.

Complaints about Mistaken Internet Payments and

Misdirected Payments

A user who reports a Mistaken Internet Payment or Misdirected

Payment can complain to ANZ about how the report is dealt

with. ANZ will deal with the complaint in accordance with

this booklet.

The user is unable to complain to ANZ about the conduct of

the Receiving Bank in dealing with their report of a Mistaken

Internet Payment.

Unintended recipients

If you receive a Mistaken Internet Payment or Misdirected

Payment into your account and ANZ, as Receiving Bank, is

required to forward the funds to the payer’s authorised deposit

taking institution, you authorise ANZ to:

• block your access to some or all of your funds; and

• withdraw some or all of those funds from your account

without notice and return the funds to the payer’s authorised

deposit-taking institution.

If you are receiving Services Australia income support payments

or Department of Veterans’ Affairs payments, we will withdraw

funds in accordance with the Code of Operation: Recovery of

debts from customer nominated bank accounts in receipt of Services

Australia income support payments or Department of Veterans’

Affairs payments.

Changes to the Electronic Banking Conditions of Use

ANZ can change the Electronic Banking Conditions of Use at any

time. ANZ will give you at least 30 days prior written notice of

any changes which:

• impose or increase fees or charges for issuing or replacing a

card, password, PIN or Telecode;

• impose or increase fees or charges for performing

transactions; or

• increase your liability for losses relating to transactions; or

• change your daily transaction limit or other periodical

transaction limit applying to the use of electronic equipment; or

• impose, remove or change your daily or other periodic limit

on transactions, an account or electronic equipment (e.g.

limits on the number or value of ATM withdrawals).

For any other change we will notify you in accordance with your

deposit product contract.

PayTo Payment Agreements

PayTo® allows you to authorise and maintain PayTo Payment

Agreements with Payees who offer PayTo as a payment option.

For the purpose of this clause:

‘Mandate Management Service’ means the central database

used to store PayTo Payment Agreement details operated by

NPPA.

‘Merchant’ means a merchant with which you have established

a PayTo Payment Agreement, or who seeks to establish a PayTo

Payment Agreement with you.

‘Payee’ means Merchant or Payment Initiator.

‘Payment Initiator’ means a payment service provider who,

acting on behalf of a Merchant, is authorised by the Merchant

to establish PayTo Payment Agreements and/or initiate PayTo

payments from your account.

‘Transfer ID’ means a unique identification number generated

by the Mandate Management Service in connection with a

request to transfer one or more PayTo Payment Agreements.

Creating a PayTo Payment Agreement

To establish a PayTo Payment Agreement, you will need to have

an eligible ANZ account, and the Payee will need to offer PayTo

payment services. You will be required to provide the Payee with

your personal information including your BSB/Account number

or PayID. You are responsible for ensuring that any information

you provide the Payee when establishing a PayTo Payment

Agreement is correct. In respect of the collection, use and

disclosure of any personal information or data you provide to the

Payee, the terms and conditions of the Payee, and their privacy

policy (if any) will apply.

Details of your PayTo Payment Agreement will be submitted

by the Payee to their financial institution for their record and

inclusion in the Mandate Management Service. The Mandate

Management Service will record details of your PayTo Payment

Agreement to ensure that payments are processed in line

with this agreement and to notify ANZ of the creation of this

agreement.

PayTo is a registered trademark of NPP Australia Limited.

ANZ will notify you of the creation of a PayTo Payment

Agreement. You must review all details within the PayTo

Payment Agreement to verify whether they are correct. If you

believe that any details contained within a PayTo Payment

Agreement are incorrect (such as payment amount, frequency or

any other detail presented), you may decline the PayTo Payment

Agreement and contact the Payee, who may amend and

resubmit the agreement.

After reviewing the details of the PayTo Payment Agreement, you

may authorise or decline the PayTo Payment Agreement. If you

authorise the PayTo Payment Agreement, ANZ will record this

instruction, update the Mandate Management Service and the

agreement will become active. If you decline a PayTo Payment

Agreement, ANZ will record this instruction, update the Mandate

Management Service and the agreement will be cancelled.

If the Payee has specified a timeframe (up to a maximum of

5 days) within which you must action the PayTo Payment

Agreement authorisation request, you must action the request

within that timeframe. If no timeframe is specified by the

Payee, the request will automatically expire after 6 days. Expired

authorisation requests will be considered declined PayTo

Payment Agreements.

A PayTo Payment Agreement may be withdrawn by the Payee at

any time before you action an authorisation request.

Amending a PayTo Payment Agreement

Your PayTo Payment Agreement may be amended by you or by

the Payee.

• By Payee

Where an amendment to your PayTo Payment Agreement

proposed by the Payee requires your authorisation, ANZ

will be notified of these amendments by the Mandate

Management Service and will notify you of the proposed

amendments. This could include, for example, changes to the

payment amount, payment frequency or date.

You must authorise or decline any amendment request that

requires your approval. If you authorise the amendment ANZ

will record this instruction, update the Mandate Management

Service and the amendment will become effective. If you

decline the amendment ANZ will record this instruction,

notify the Mandate Management Service and the amendment

will not be made. A declined amendment request will not

otherwise affect the PayTo Payment Agreement.

If you decline the amendment request because it does not

reflect the updated terms of the PayTo Payment Agreement

that you have with the Payee, you may contact the Payee

and have them resubmit the amendment request with the

correct details. ANZ is not authorised to vary the details in an

amendment request submitted by the Payee.

Amendment requests which are not authorised or declined

within 6 days of being sent to you, will expire. If you do not

authorise or decline the amendment request within this

period of time, the amendment request will be deemed to be

declined. This will not affect the existing terms of the PayTo

Payment Agreement.

• By you

Once a PayTo Payment Agreement has been established, you

can amend certain details of your PayTo Payment Agreement

(such as changing the linked account) via ANZ Internet

Banking, or in any other way we make available.

In the event that your account is no longer eligible for PayTo,

you will be unable to make or authorise amendment requests

on your agreement. You may:

- contact the Payee and request that they cancel the existing

agreement and create a new PayTo Payment Agreement

with an eligible BSB/Account number or PayID; or

- you may instruct us to cancel the agreement and request

the Payee to submit a new PayTo Payment Agreement on

an eligible account.

• By ANZ

ANZ will not ordinarily amend a PayTo Payment Agreement on

your behalf but we may do so in limited circumstances (e.g.

if you are temporarily unable to access your account). If you

instruct us to amend your PayTo Payment Agreement, we may,

acting reasonably, decide not to act on your instructions, for

example, where it is not possible for us to do so, or where we

reasonably consider or suspect those instructions either:

- have not been authorised by the account holder(s) or are

otherwise fraudulent;

- have been provided by mistake; or

- contain material omissions or errors.

Pausing a PayTo Payment Agreement

• By you

Via ANZ Internet Banking, or in any other way we make

available:

- you may instruct ANZ to pause your PayTo Payment

Agreement; and

- where you have paused a PayTo Payment Agreement, you

will also be able to resume that agreement.

ANZ will act on such an instruction by updating your

agreement and notifying the Mandate Management Service

to update your record. The Mandate Management Service will

notify the Payee’s financial institution of this update.

In the event that your account is no longer eligible for PayTo,

you will be unable to pause or resume your agreement. You

may request the Payee to pause and resume the agreement

on your behalf or you may instruct us to cancel the agreement

and request the Payee to submit a new PayTo Payment

Agreement on an eligible account.

Before pausing a PayTo Payment Agreement you should

consider if this action may cause you to breach any

contractual obligations between you and the Payee. ANZ

will not be liable for any loss you suffer if you breach any

agreement you have with the Payee.

• By the Payee

A Payee may pause and resume their PayTo Payment

Agreement with you. If the Payee pauses or resumes an

agreement, they will notify their financial institution for their

record and update to the Mandate Management Service. ANZ

will be notified of a pause/resume update by the Mandate

Management Service and will notify you of this.

• By ANZ

ANZ may pause and resume your PayTo Payment Agreement

where we reasonably consider or suspect fraud, unlawful

activity, misconduct, or any suspicious activity.

We may also pause your PayTo Payment Agreement if your

account is no longer eligible to be used to process a payment

initiation request. See clause titled Availability of PayTo for

details of the eligibility criteria.

ANZ will notify the Mandate Management Service to update

your record and the Mandate Management Service will notify

the Payee’s financial institution of this update. ANZ will notify

you of this.

While your PayTo Payment Agreement is paused, ANZ will

not process payment instructions in connection with this

agreement.

If your PayTo Payment Agreement has been paused because

your account is no longer eligible for PayTo, and you amend the

agreement to link it to an eligible BSB/Account number, your

PayTo Payment Agreement will automatically resume.

Transferring a PayTo Payment Agreement

Where this functionality is offered by both ANZ and the other

financial institution, you may instruct us (via ANZ Internet

Banking or in any other way we make available) to transfer your

PayTo Payment Agreement to an account held with another

financial institution. ANZ will provide you with a Transfer ID

to provide to your new financial institution to enable them to

complete the transfer.

Your new financial institution will be responsible for ensuring

that you authorise the transfer of your PayTo Payment

Agreement and that the details stored in the Mandate

Management Service are updated. Your updated PayTo Payment

Agreement will become effective once this transfer process is

complete.

Until a transfer is complete, your PayTo Payment Agreement

and any payments under this agreement will remain linked to

and processed from your ANZ account. If the other financial

institution does not complete the transfer within 14 days of the

date on which the relevant Transfer ID was issued, the transfer will

be deemed to be ineffective and payments under the Payment

Agreement will continue to be made from your account with us.

You may need to start the transfer process again.

If you decide to transfer a PayTo Payment Agreement held with

another financial institution to an eligible ANZ account, you will

need to obtain a Transfer ID from that financial institution and

provide this information when completing a transfer instruction

via ANZ Internet Banking (or in any other way we make

available). ANZ does not guarantee that all Payment Agreements

will be transferrable but will make reasonable endeavours to

process your instruction within 14 days. If ANZ is unable to

complete a transfer request, we will notify you of this.

Cancelling a PayTo Payment Agreement

• By you

You may instruct ANZ to cancel a PayTo Payment Agreement

on your behalf via ANZ Internet Banking (or in any other

way we make available). ANZ will act on this instruction

by updating your agreement and notifying the Mandate

Management Service to update your record. The Mandate

Management Service will notify the Payee’s financial

institution of this update.

Cancelling a PayTo Payment Agreement will take effect

immediately and the agreement cannot be re-activated.

Before cancelling a PayTo Payment Agreement you should

consider if this action will cause you to breach any contractual

obligations between you and the Payee. ANZ will not be liable

for any loss you suffer if you breach any agreement you have

with the Payee.

In the event that your account is no longer eligible for PayTo,

you will be unable to cancel your PayTo Payment Agreement.

In that event, you can contact ANZ to cancel the agreement

on your behalf.

100

• By the Payee

A Payee may cancel their PayTo Payment Agreement with

you. If the Payee cancels your agreement, they will notify their

financial institution for their record and update the Mandate

Management Service. ANZ will be notified of this cancellation

by the Mandate Management Service and notify you of this.

• By ANZ

ANZ may cancel your PayTo Payment Agreement where

we reasonably consider or suspect fraud, unlawful activity,

misconduct, or any other suspicious activity. We may also

cancel your agreement if your account is no longer eligible

for PayTo. See clause titled Availability of PayTo for details of

eligibility criteria. You may also request ANZ to cancel a PayTo

Payment Agreement on your behalf if you do not have access

to do so yourself via ANZ Internet Banking (or in any other way

we make available). ANZ will notify the Mandate Management

Service to update your record. The Mandate Management

Service will notify the Payee’s financial institution of this

update. ANZ will notify you of this cancellation.

Unauthorised PayTo Payments

Once a payment has been made under a PayTo Payment

Agreement it is irrevocable. Refunds and reversals will not be

provided by ANZ, PayTo or the New Payments Platform where

you have a dispute with a Payee about any goods or services

you have agreed to or acquired from the Payee under a PayTo

Payment Agreement. If you have any complaints about goods or

services purchased using a PayTo Payment Agreement you must

resolve the complaint directly with the Payee concerned.

If you become aware of a payment being made from your

account, that is not permitted under the terms of your PayTo

Payment Agreement (such as the payment frequency or the

amount debited) you should contact the Payee to resolve this

matter directly with them. If you have made reasonable attempts

to resolve this matter, ANZ may, at its discretion, raise an enquiry

with the Payee’s financial institution in an attempt to recover

funds on your behalf.

Your Responsibilities

• You are responsible for ensuring that you comply with the

terms of any agreement that you have made with a Payee,

including adhering to any termination notice periods.

• You acknowledge that you are responsible for any loss

that you or any other person suffer in connection with the

cancellation or pausing of a PayTo Payment Agreement which

is in breach of any agreement that you have with that Payee.

This could include (but is not limited to) any termination

notice periods that have not been adhered to, any payments

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that may still be due and any cancellation fees or charges that

may apply.

• You must immediately notify ANZ if you no longer hold or

have authority to operate an account or PayID that is linked to

a PayTo Payment Agreement.

• You must promptly respond to any communication that you

receive from ANZ regarding a PayTo Payment Agreement, and

within the specified time period. ANZ will not be liable for any

loss that you may incur as a result of your delay in responding

to such communication.

• If you become aware of any activity that appears suspicious

or fraudulent in relation to a PayTo Payment Agreement,

for example if you receive a PayTo Payment Agreement

authorisation request that you are not expecting or become

aware of a fraudulent PayTo payment being processed from

your account, you must immediately (a) pause your PayTo

Payment Agreement, and (b) notify us.

Existing Direct Debits

This clause applies when this functionality is offered by both

ANZ and the Payee’s financial institution.

You may have an existing direct debit set up with a Payee. Where

a Payee wants to start processing these payments through PayTo

instead, a PayTo Payment Agreement will be created by the

Payee and submitted to their financial institution for their record

and for inclusion in the Mandate Management Service.

The Mandate Management Service will record details of

your PayTo Payment Agreement to ensure that payments are

processed in line with this agreement and to notify ANZ of the

creation of this agreement.

ANZ will notify you of the creation of a PayTo Payment

Agreement and you will need to review and action the request

in the usual way (please refer to “Creating a PayTo Payment

Agreement”, above), except the timeframe for an authorisation

request under this paragraph will be 5 days.

Authorisation requests that are not actioned by you within 5

days of being sent to you, will be rejected by ANZ. Rejected

authorisation requests will be considered declined PayTo

Payment Agreements.

If you authorise the PayTo Payment Agreement referred to in this

paragraph, all the other clauses in this section (”PayTo Payment

Agreements”) will apply to that PayTo Payment Agreement.

PayTo Payment Instructions

Once a PayTo Payment Agreement has been authorised by you

(and is not paused):

• PayTo Payments are processed through the New Payments

Platform.

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• Payments made under a PayTo Payment Agreement will be

subject to any associated terms, conditions and codes of

practice that apply to PayTo (for example payment processing

timeframes and dispute processes).

• ANZ will process payments as instructed by the Payee, via

their financial institution or payment processor in connection

with a PayTo Payment Agreement once it is authorised by you.

• You are responsible for ensuring that you have sufficient

funds available to meet the requirements of all PayTo

Payment Agreements you have authorised and which remain

active. If a payment instruction received by ANZ is unable

to be processed due to an issue with your account (such as

insufficient funds), the Payee, via their financial institution or

payment processor, can re-attempt the payment instruction.

ANZ will not be liable for any loss that you suffer as a result of

your account having insufficient funds.

ANZ’s Rights and Responsibilities

• ANZ will accurately reflect any instruction you provide to us in

connection with a PayTo Payment Agreement in the Mandate

Management Service.

• We may, in our discretion, delay acting on or decline to act

on any of your instructions in relation to your PayTo Payment

Agreement where we reasonably consider this necessary to

protect us or you from suffering financial loss (e.g., as a result

of suspected fraudulent activity on the account).

• If you or we close an account that is linked to a PayTo Payment

Agreement, we may cancel that agreement. In this event,

ANZ will not be liable for any loss you suffer if you breach any

agreement you have with the Payee.

ANZ’s Liability Under PayTo

In addition to and without limiting any other clause in these

conditions, ANZ will not be liable for any loss that you suffer as a

result of, or in connection with the following:

(a) any payments processed by the Payee in accordance with the

terms of a PayTo Payment Agreement you have authorised;

(b) any payments processed by the Payee outside the payment

frequency you have authorised;

the amount you owe the Payee (but which are within

any “Maximum” amount specified in the PayTo Payment

Agreement);

(d) acting on any instruction from you in relation to your PayTo

Payment Agreement;

(e) acting on your request to transfer a Payment Agreement to

an account held at another financial institution;

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(f ) your failure to respond within the relevant time period to

any notice or instruction from us;

(g) acting on a notice or an instruction from the Mandate

Management Service, a Payee (via their financial institution

or payment processor) in relation to you or a PayTo Payment

Agreement,

unless such loss is directly caused by a processing error by ANZ,

or ANZ’s negligence, fraud, wilful misconduct or mistake.

ANZ is not liable for any consequential loss or damage you suffer

as a result of using PayTo, other than due to any loss or damage

you suffer due to ANZ’s or its officers’, employees’, contractors’ or

agents’ negligence or in relation to any breach of a condition or

warranty implied by law in contracts for the supply of goods and

services and which may not be excluded, restricted or modified

at all or only to a limited extent.

PayID Conditions

A PayID® is an identifier chosen by you that can be used instead

of your BSB and account number, as set out below.

You may be able to create an optional PayID by linking your

eligible ANZ account to an eligible PayID type (such as your

mobile number, email address or ABN (if eligible). A PayID linked

to your ANZ account can be used by others to:

• send payments to you, where they are permitted to do so by

their financial institution; and/or

• take payments from you, where you have authorised

permission to do so (such as a PayTo Payment Agreement),

through the New Payments Platform.

You must own or have authority to use any PayID you create and

to link it to your ANZ account, and we may require proof of this.

You (or someone authorised by you) will be able to view details

of your PayID and may be able to create, update, or close a PayID

linked to your eligible ANZ account through Internet Banking,

or in any other way we make available. We may rely on any

instruction received from a person authorised to manage PayIDs

for your account.

Only one account can be linked to a specific PayID at a time.

Once a PayID is created and linked to your account, it may not

be used in relation to any other account with us or with any

other financial institution, as the PayID service does not support

duplicate PayIDs. You can create multiple PayIDs and link them

to an eligible account, provided that each PayID is unique.

Your PayID must be associated with a name (your PayID Name)

which reasonably represents you. When you create a PayID, ANZ

will generally use the account name of your linked account as

PayID is a registered trademark of NPP Australia Limited.

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your PayID Name. By creating a PayID, you agree that your PayID

Name may be shown to anyone who looks up your PayID (for

example, to send a payment to you or take a payment from you).

You can generally transfer a PayID to another eligible account that

you own (including an account with another financial institution).

You will need to tell us that you want to transfer the PayID through

Internet Banking or in any other way we make available. Once the

PayID is linked to your new account, payments using the PayID will

be sent to, or taken from, that account.

If you are transferring your PayID to another financial institution,

they may also require you to take steps to complete the transfer.

We will complete a request to transfer or close a PayID within 24

hours. However, if you are transferring a PayID to another financial

institution, you will also need to request that financial institution

to link the PayID to your account with that financial institution

and the other financial institution may take longer to process

the request. If the other financial institution does not complete

the transfer within 14 days, the transfer will be deemed to be

ineffective and your PayID will remain linked to your current

account. You may need to start the transfer process again.

Your PayID will remain linked to your existing account until the

transfer to the other financial institution is complete.

When transferring a PayID, you are responsible for any associated

updates required by you such as updating any PayTo Payment

Agreements established by you using this PayID.

You must update or close your PayID if you:

• change the mobile number or email address you are using as

your PayID;

• no longer have authority to use that PayID; and/or

• no longer have authority to link that PayID to the relevant

account.

You must tell us if;

• your PayID Name no longer reasonably represents the account

holder’s name;

• any other PayID information changes; and/or

• you are no longer authorised to use the relevant linked account.

We monitor the use of PayIDs and confirm regularly that they

remain correct. We may lock or close your PayID if:

• we become aware of suspicious activities relating to your

PayID or your linked account, or we suspect that it has been

used for fraudulent purposes, or

• you cannot verify that you continue to be authorised to use

your PayID, or

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• your PayID has not been used or validated for 3 years or more,

• someone attempts to register the PayID for another account,

we are unable to contact you, and your PayID has been

inactive for 6 months or more, or

• you close your linked account or cease to be authorised to

operate the account.

When your PayID is locked, it cannot be updated or used to

send payments to you or take payments from you, and you may

be prevented from transferring it to another account. It may

also be closed.

We may require you to re-confirm that you have authority to use

a PayID at any time. If there is a dispute about who has authority

to use any PayID you have created, we will contact you and may

ask you for additional proof of your authority. If you are unable

to provide that proof within the time limit we specify, your PayID

may be closed or linked to an account held by another person.

If your PayID changes or is closed, you are responsible for

informing those who send payments to you or take payments

from you using the PayID.

When your PayID is changed or closed:

• The PayID may be registered by another user if they can

demonstrate they have the right to use it, and payments using

this PayID will then be made to the other user’s account; and

• Payment agreements (such as PayTo Payment Agreements)

will be paused or cancelled, and you will remain responsible

for any applicable contractual obligations.

When we may not allow you to create a PayID

We may not to allow you to create a PayID if:

• your account is unable to use the New Payments Platform, or

• you cannot verify that you have authority to use the PayID or

the relevant account, or

• we become aware of suspicious activities relating to the

account, or

• electronic equipment or systems malfunction or are otherwise

unavailable for use, or we believe that their quality or security

have been compromised, or

• we believe your access to PayID may cause loss to the account

holder or to ANZ.

Your Responsibilities

In addition to the other responsibilities set out above:

• when using your PayID you must ensure that the correct PayID

details are provided and that the PayID is owned by you; and

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• you must immediately notify ANZ if you become aware of

any suspicious and/or fraudulent activity in connection with

your PayID.

Who will receive your information and how is it used

By creating a PayID, you consent to us collecting, storing, using

and disclosing information about you (including your PayID,

your PayID Name and your account number) to NPP Australia

Limited, the operator of the PayID service. You also consent to us

and/or NPP Australia Limited sharing this information with other

financial institutions, BPAY® Pty Ltd and their service providers to

allow the PayID service to operate, including for example:

• for users of the PayID service to make payments to you or

create PayTo Payment Agreements with you and to process

authorised payments from your account; and

• for other reasonable activities, such as tracing lost transactions,

investigating fraud or where required by law.

When someone searches for your PayID or uses your PayID to

send a payment to you or take a payment from you, they may

see your PayID Name (but not your other account details).

The collection, use and disclosure of information about you is

also governed by the ANZ Privacy Policy available at anz.com.

SECTION 9 CONTACT US

The postal addresses and other contact details in this section 9

are subject to change from time to time. You can check

www.anz.com for the latest information.

POSTAL ADDRESSES

ANZ Cards

Locked Bag No. 10

Collins Street West Post Office

Melbourne VIC 8007

ANZ Personal Banking

Contact your nearest branch

ANZ V2 PLUS

Locked Bag 3000

Collins Street West Post Office

Melbourne VIC 8007

CUSTOMER ENQUIRIES

General enquiries – Contact Centre

13 13 14

+61 3 9683 9999 (international customers)

Hearing or speech impaired customers can use the TTY

(telephone typewriter) service by calling 1300 366 255

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ANZ Cards

13 22 73

ANZ Internet Banking

13 33 50

+61 3 9683 8833 (international customers)

ANZ V2 PLUS Service Centre

Phone

13 28 33 (for ANZ V2 PLUS accounts opened directly with us)

1800 282 345 (for ANZ V2 PLUS accounts opened through an

approved ANZ intermediary)

+61 3 8699 6994 (international customers)

Fax

1800 671 800

+61 3 8699 6927 (international customers)

ANZ Home Loan Customer Service

13 25 99

Rate Inquiry Line

1800 033 888

Lost or stolen cards, suspected unauthorised transactions

or passwords known by others

1800 033 844 or

Melbourne (03) 9683 7043 or

+61 3 9683 7047 (international customers)

Passwords known by others

For passwords used online, call 13 33 50

For all other passwords, call 1800 033 844 or

+61 3 9683 7047 (international customers)

anz.com

Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Australian Credit Licence Number 234527. Item No. 77998 06.2024 WZ143241