
Important Information
Terms and Conditions, Product and Service Guides.
About Police Bank Products
- Financial Services Guide (incorporating Member Product Guide)
- Schedule of Fees and Charges
- Schedule of Fees and Charges – Equity Maximiser
- Redidial Telephone Banking Terms & Conditions
- BPAY Terms and Conditions
- Visa Debit Card Conditions of use
- Visa Credit Card Terms and Conditions
- Redicard Terms and Conditions
- Cheque Facility Terms and Conditions
- First Home Saver Account – Product Disclosure Statement
To view these brochures you will need Acrobat Reader if you don’t already have it download it free.General Terms and Conditions
Savings
Effective: 1 December 2012. Terms and conditions, fees and charges apply and are available on request. The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Online SuperSaver Account
Effective: 1 December 2012. 1. Access available from S1 account. 2. Your Online SuperSaver Account balance does not contribute to your Member Rewards. 3. Online SuperSaver Account has a tiered rate, refer to current interest rates. 4. Terms and conditions, fees and charges apply and are available on request. 5. The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Leasing
Effective: 1 December 2012. Police Bank recommends you seek independent advice on salary packaging.
Loans/Visa Credit Card
Effective: 1 December 2012. Terms and conditions apply and are available on request. Fees and charges and lending criteria apply. Visa Card annual fee waivered for the first year can be withdrawn at any time.
Fixed Rate Loan
Effective: 1 December 2012. Terms and conditions apply and are available on request. Fees and charges and lending criteria apply. An Early Repayment Fee may apply if during any fixed rate period applicable to your loan you repay:
- more than $5,000 above contractual repayments (partial early repayment)
- or the whole of the unpaid balance (full early repayment)
and the fixed rate that applies to the loan is more than the prevailing market interest rate at the time of early repayment.
The Early Repayment Fee is calculated to recompense us for loss of early payout. For details, please see our Fees and Charges Brochure.
The 5 year fixed rate loans are available for principal and interest loans only. No interest only loans.
Bank@POST (formerly giroPOST)
Effective: 1 December 2012. Australia Post terms and conditions: Bank@POST and its device mark are registered trade marks of The Australian Postal Corporation. All rights reserved. Make withdrawals up to $1,000 per day. Deposit cash and cheques (7 working days clearance on cheques deposited). Cheques made out in joint names will not be accepted for deposit through Bank@Post. Terms and conditions, fees and charges apply and are available on request. The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Christmas Club
Effective: 1 December 2012. Terms and conditions, fees and charges apply and are available on request. 1. A withdrawal fee is payable if you withdraw money between 1 January and 31 October. Please refer to our fees and charges brochure. The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Visa Debit Card
Effective: 1 December 2012. Terms and conditions, fees and charges apply and are available on request. The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Allianz
In arranging this insurance, Police Bank, acts as an agent of the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFS Licence No 234708.
Effective: 1 December 2012. Allianz Australia Insurance Limited (Allianz) AFSL No: 234708, ABN 15 000 122 850 of 2 Market Street, Sydney NSW 2000 is the issuer of this insurance. In arranging this insurance Police Bank,AFSL/Australian Credit Licence No.240018, ABN 95 087 650 799, acts as an agent for Allianz not as your agent. The information contained in this guide is a summary only. We do not advise you whether the insurance is appropriate for your personal objectives, financial situation or needs. To decide if it is appropriate for you, please carefully read the Product Disclosure Statement where relevant, which are available from Police Bank. If you purchase this policy, we will charge you an agreed premium, including any relevant taxes and charges. The total premium may vary due to rounding. If you buy Allianz products, Police Bank may be paid a commission of up to 30% of the premium. For more details ask Police Bank. Please note: When obtaining a quote you will be entering Allianz’s website and you must comply with the Allianz privacy policy.
The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Terms and conditions, fees and charges apply and are available on request.
Health Insurance
Effective: 1 December 2012. Issued by The Hospitals Contribution Fund of Australia Limited (HCF) ABN 68 000 026 746 Police Bank is not a Health insurer and recommends you read all terms and conditions and obtain independent advice before choosing any insurance plan. Offer only available to new member taking out Hospital and Extras cover. Waiver does not apply to waiting periods of more than 6 months, including 12 months for pregnancy and birth related services, pre-existing ailments and conditions. Psychiatric, rehabilitation and palliative care service, which have a 2 month waiting period, are also excluded from this waiver offer. Police Bank may be paid a commission of up to 4% of the annual premium.
The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Terms and conditions, fees and charges apply and are available on request.
Member Rewards
Applicable as at: 1 December 2012. The Member Rewards program rewards you for doing business with Police Bank. The program gives you more fee free personal cheques, ATM and EFTPOS transactions than would normally apply to our Member’s accounts. Member Rewards are assessed on a calendar monthly basis. Individual and primary joint account holders qualify for Member Rewards where the combined balances of all savings, investments and drawn loans within the one membership only are kept over $5,000 for the whole calendar month. Secondary joint account holders qualify for Member Rewards for transactions on the joint S1 account or where the combined balances of any of your individual accounts are kept over the $5,000 for the whole calendar month. Transactions conducted using the Visa Credit Card do not count towards Member Rewards. Member Rewards do not apply to fees for ATM balance inquiries, Visa Cash advances, overseas ATM withdrawals or AMS securitised mortgage, Equity Maximiser loans, Police Value Home Loans approved before 1st July 2011, Goldrate Home Loan, Online SuperSaver Account or Leasing accounts. Refer Fees and Charges brochure.
The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Terms and conditions, fees and charges apply and are available on request.
Bridges Financial Planning
Effective: 1 December 2012. Bridges ASX Participant, AFSL No. 240837. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the PDS in deciding whether to use a particular product. In referring Members to Bridges, Police Bank does not accept any liability or responsibility for any act or omission or advice provided by Bridges or its Authorised representatives. Bridges pay referral fees ranging from 0% to 30% of the entry and/or any ongoing fee (plus incentive payments from the amount you pay Bridges).
The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Insurance Commissions
When we sell insurance policies, Police Bank is paid a commission by the product issuer based on the premium paid by you (20% for QBE Insurance (Australia) Limited products; 4% for HCF Health Insurance; 30% for Allianz Travel Insurance and 20% for American Home Assurance Company Personal Injury Cover). When providing these products to you we are acting on behalf of our business partners and not as your agent. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. You should read and consider the FSG and your personal needs or financial circumstances before deciding to use any product.
The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Equity Maximiser
Applicable as at 1 December 2012. Terms and conditions apply and are available on request. Fees and charges and lending criteria apply – refer to the Equity Maximiser fees and charges brochure for the full listing of fees and charges.
No establishment fees or Police Bank legal fees if you:
(a) consolidate all of your existing Police Bank memberships into one Police Bank membership by closing all but one of your existing memberships; and
(b) obtain or have a Police Bank Visa Credit Card; and
(c) have only one security property and the cost of the valuation does not exceed $230. Otherwise $545 establishment fee and additional/excess valuation fees apply.
Important Notice: Even though the Equity Maximiser product offers great flexibility, it does require financial discipline by Members in their management of the account. It is important to be aware that repeatedly redrawing or withdrawing available credit from the facility (even while making repayments) could increase debt levels. Only making minimum repayments will also create a situation where the amount of the indebtedness over time will not reduce. Police Bank therefore recommends the Equity Maximiser product only to those Members who understand how equity mortgages operate and have sufficient financial discipline to benefit from the product. While our loans staff are available to answer any queries in relation to Equity Maximiser, we also recommend that you consider seeking independent financial advice.
Deposit and payment product issuer: Police Bank Limited. ABN 95 087 650 799.AFSL/Australian Credit Licence No. 240018. Level 27, 1 Market Street Sydney NSW 2000.
Terms and conditions, fees and charges apply and are available on request.
Payroll
A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Terms and conditions, fees and charges apply and are available on request.
Reduce your fees and charges
*The Member Rewards Program rewards you for doing business with the Police Bank. The program gives you more fee free personal cheques, electronic periodical payments, ATM and EFTPOS transactions than would normally apply to our Members accounts. (Refer to Schedule Fees and Charges brochure and Member Rewards brochure.)
# Access to the service is free however certain transactions may attract a fee see current fees and charges brochure.
The product issuer for deposit and payment products is Police Bank Limited. AFSL/Australian Credit Licence No. 240018. A Financial Services Guide (FSG) including terms and conditions is available from this page, or upon request. Any advice given has not taken into account your personal needs and financial circumstances and you should consider whether it is appropriate for you. Please read and consider the FSG in deciding whether to use a particular product.
Terms and conditions, fees and charges apply and are available on request.
APS 330 Public Disclosure of Prudential Information
CAPITAL MANAGEMENT
The capital levels are prescribed by Australian Prudential Regulation Authority (APRA). Under the APRA prudential standards APS 110, 111, 112, 114, 116 where capital is determined in three components
- Credit risk
- Market risk (trading book)
- Operations risk
CAPITAL RESOURCES
Under the prudential standards capital is segregated into Tier 1 and Tier 2 components.
Tier 1 Capital
The vast majority of Tier 1 capital comprises:
- Retained profits
- Realised reserves
Tier 2 Capital
Tier 2 capital consists of capital instruments that combine the features of debt and equity in that they are structured as debt instruments, but exhibit some of the loss absorption and funding flexibility features of equity. There are a number of criteria that capital instruments must meet for inclusion in Tier 2 capital resources as set down by APRA.
Tier 2 capital generally comprises:
- A General Reserve for Credit Losses.
Capital in the Police Bank is made up as follows:
| 30 June 2012 | |
| Tier 1 | |
| Capital Reserve | 340,280 |
| General Reserve | 36,797,000 |
| Retained Earnings | 93,549,757 |
| 130,687,037 |
| Less prescribed deductions | |
| Equity in other ADI’s | 1,253,810 |
| Equity in other entities | 637,185 |
| Intangible assets | 513,546 |
| Deferred Tax Asset | 1,041,196 |
| Other | 2,878,718 |
| Total Deductions | 6,324,455 |
Net Tier 1 capital | 124,362,582 |
| Tier 2 | |
| Reserve for credit losses | 3,270,306 |
| Asset revaluation reserve | 120,993 |
| Total | 3,391,299 |
| Less prescribed deductions | 2,253,810 |
Net tier 2 capital | 1,137,489 |
Total Capital Base | 125,500,071 |
RISK WEIGHTED ASSETS
The total of risk weighted assets comprises
1. Credit risk weighted for on balance sheet assets
2. Credit risk weighted assets for commitments to issue funds for loans and other guarantees
3. Operational risk charge as described in APS 114.
These components are described below
The risk weights attached to each asset are based on the weights prescribed by APRA in its Guidance AGN 112-1. The general rules apply the risk weights according to the level of underlying security.
| Risk weighted value 31 March 2013 | Risk weighted value 31 December 2012 | |
| Cash Items | 0 | 0 |
| Funds on Deposit in highly rated ADI’s | 34,113,031 | 34,955,717 |
| Funds on Deposit in less highly rated ADI’s | 41,094,770 | 38,166,401 |
| Residential Mortgages up to 80% LVR | 195,328,035 | 197,763,957 |
| Residential Mortgages over 80% LVR | 138,719,507 | 128,345,021 |
| Other Loans and Assets | 160,320,669 | 163,310,701 |
| Fixed Assets | 4,567,586 | 3,062,705 |
| Total Credit Risk Assets | 574,143,598 | 565,604,502 |
| Off-Balance Sheet assets | 35,839,179 | 24,357,184 |
| Operational Risk assets | 68,380,486 | 68,192,362 |
Total risk weighted assets | 678,363,263 | 658,154,048 |
The capital required and held is as follows:
| 31 March 2013 Unaudited | 31 December 2012 Unaudited | |
| Deposits at Bank and other ADI’s | 6,016,625 | 5,849,769 |
| Loans – Residential Mortgages | 26,723,803 | 26,088,718 |
| Other Assets and Claims | 12,819,980 | 13,064,856 |
| Fixed Assets | 365,407 | 245,016 |
| Off Balance Sheet Items | 2,866,434 | 1,948,576 |
| Capital requirements for Credit Risk (8% RWA) | 48,792,249 | 47,196,935 |
| Capital requirements for Market Risk | - | - |
| Capital requirements for Operational Risk (8% RWA) | 5,461,389 | 5,455,389 |
54,253,638 | 52,652,324 |
Capital held by the Police Bank | 123,411,045 | 120,818,425 |
Total Capital Ratio for the Police Bank | 18.19% | 18.35% |
Tier 1 Capital Ratio for the Police Bank | 17.67% | 18.35% |
The level of capital ratio can be affected by growth in asset relative to growth in reserves and by changes in the mix of assets.
CREDIT RISK EXPOSURES
(i) Investments
Surplus cash not invested in loans to members are held in high quality liquid assets. This included the funds required to be held to meet withdrawal of deposits by members of Police Bank.
External Credit Assessment for Investments
Police Bank uses the ratings of reputable ratings agencies to assess the credit quality of all investment exposure, where applicable, using the credit quality assessment scale in APRA prudential Guidance APG112. The credit quality assessment scale within this standard has been complied with.
The exposure values associated with each credit quality step are as follows:
| 31 March 2013 Unaudited | 31 December 2012 Unaudited | Average Exposure | |
| Cuscal | 14,965,067 | 18,633,807 | 16,799,437 |
| Major Banks | 70,063,238 | 88,781,944 | 79,422,591 |
| Other Rated ADIS | 125,970,370 | 101,083,195 | 113,526,783 |
| Unrated Institutions | 58,529,661 | 60,596,620 | 59,563,141 |
269,528,336 | 269,095,566 | 269,311,952 |
(ii) Loans
The classes of loans entered into by Police Bank is limited to loans; commitments and other non-market off-balance sheet exposures. Police Bank does not enter into debt securities; and over-the-counter derivatives.
The analysis of the Police Bank’s loans by class, is as follows:
| 31 March 2013 | ||||
| Loans to | Amount Outstanding | Commitments, Redraws & Overdraft Facilities Undrawn | Undrawn Value | Average Exposure |
| Mortgage Secured Loans | 868,552,848 | 60,667,022 | 13,154,346 | 864,727,689 |
| Personal Loans | 112,030,271 | 698,785 | 0 | 112,397,976 |
| Overdrafts and Credit Cards | 27,689,698 | 55,269,346 | 42,115,000 | 27,214,854 |
| Corporate | 56,322 | 41,274,540 | - | 41,105,067 |
Total to Members | 1,008,329,139 | 157,909,693 | 52,269,346 | 1,045,445,586 |
| 31 December 2012 | ||||
| Loans to | Amount Outstanding | Commitments, Redraws & Overdraft Facilities Undrawn | Undrawn Value | Average Exposure |
| Mortgage Secured Loans | 860,902,529 | 50,289,752 | 13,455,466 | 851,967,181 |
| Personal Loans | 112,765,681 | 415,724 | 0 | 113,517,260 |
| Overdrafts and Credit Cards | 26,740,010 | 55,848,466 | 42,393,000 | 26,670,955 |
| Corporate | 56,524 | 40,935,595 | - | 40,653,498 |
Total to Members | 1,000,464,745 | 147,489,537 | 55,848,466 | 1,032,808,894 |
IMPAIRMENT DETAILS
The level of impaired loans by class of loan is set out below. In the Note below.
- Carrying Value is the amount of the balance sheet gross of provision (net of deferred fees)
- Impaired loans value is the ‘on balance sheet’ loan balances which are behind in repayments past due by 30 days or more
- Provision for impairment is the amount of the impairment provision allocated to the class of impaired loans
- The losses in the period equate to the additional provisions set aside for impaired loans, and bad debts written off in excess of previous provision allowances.
| As at 31 March 2013 | ||||
| Impaired Loan Balance | Past Due Loan Balances | Collective Provision for Impairment | Bad Debts Written Off | |
| Mortgage Secured Loans | 1,624,667 | 1,079,561 | 952,689 | 0 |
| Personal Loans | 656,716 | 586,171 | 438,313 | 118,237 |
| Total to Members | 2,281,383 | 1,665,732 | 1,391,002 | 118,237 |
| As at 31 December 2012 | ||||
| Impaired Loan Balance | Past Due Loan Balances | Collective Provision for Impairment | Bad Debts Written Off | |
| Mortgage Secured Loans | 1,744,705 | 1,215,970 | 1,023,218 | 0 |
| Personal Loans | 662,368 | 631,018 | 412,770 | 110,853 |
| Total to Members | 2,407,073 | 1,846,988 | 1,435,988 | 110,853 |
The impaired loans are generally not secured against residential property. Some impaired loans are secured by bill of sale over motor vehicles or other assets of varying value. It is not practicable to determine the fair value all collateral as at the balance date due to the variety of assets and condition.
| 31 March 2013 | 31 December 2012 | |
| On Balance Sheet | - | - |
| Off Balance Sheet | 3,231,179 | 3,752,433 |
| Total | 3,231,179 | 3,752,433 |
Reserve for credit losses
In addition to the above provision for impairment, the board has recognised the need to make an allocation from retained earnings to ensure there is adequate protection for members against the prospect that some members will experience loan repayment difficulties in the future. The reserve is based on estimation of potential risk in the loan portfolio based upon the level of security taken as collateral.
The reserve has been determined on the basis of the past experience with the loan delinquency and amounts written off. The amounts of the reserve is currently $3,400,306 (Previous Quarter was $3,320,306).
The value of the reserve is amended to reflect the changes in economic conditions, and the relevant concentrations in specific regions and industries of employment within the loan book.
Website Terms of Use
Disclaimer
Your use of this site constitutes your agreement to the following Terms of Use. We have taken all reasonable care in producing this web site but we can’t guarantee it has all the information you need to answer all your questions. For information and assistance call us on 131 728. All product details, rates, terms, conditions and other information is subject to change at any time without notice.
Data
The data on the site is provided solely for the use of the members of Police Bank. The content on this web site is provided “as is”. Police Bank disclaims any and all warranties, express and implied to the extent permitted by law. Use of the content on this site is at the user’s sole risk. Police Bank will in no event be liable to any person or entity for any direct, indirect, consequential, incidental or other damages for any errors in the content on this site, or for the use of any content, including without limitation, damages for lost profits, business, data, or damage to any computer systems, even if you have advised Police Bank of the possibility of such damages.
Information
The information on this site does not constitute financial, legal or any other advice except where general advice may be provided on financial products in which case we have not taken your financial circumstances, needs and objectives into account and you should consider these things before making any decisions.
Links to other sites
This site contains links to sites maintained by other organisations. We do not make any representation as to the accuracy of information contained on those sites and will not accept any responsibility for the accuracy, ownership or any other aspect of the information contained on those sites.
Copyright
Unless otherwise indicated, copyright in the information on this site is owned by Police Bank. If you wish to reproduce any of the information on this site, please contact us and obtain our permission before doing so.
Privacy Guidelines
The Guidelines set out Police Bank’s policies relating to the privacy and security of your personal information and the personal information provided by you about your customers. It discloses our information collecting and use and disclosure practices for this website.
Network identity
We collect information which identifies, for each page accessed on our site, the network identity of the machine which has accessed it. We retain this usage information for the purposes of usage analysis to help us improve our services, to help diagnose problems with our server, and to administer our Web site. Access to and use of this information is restricted to authorised staff and our site administrators. No attempt will be made to identify users or their browsing activities. Nor will we disclose information which might identify individual machines.
Emails and newsletter subscription
If you provide us with your email address, we will record your email address, but will only use it for the purpose for which it was provided. It shall not be disclosed without your consent.
Cookies
Cookies are pieces of information a web site can transfer to an individual’s computer hard drive for record keeping. Cookies can make web sites easier to use by storing information about your preferences on a particular site. When you revisit a site, it accesses the cookies it sent you earlier. A cookie can only store information that you provide. Police Bank uses cookies for log in purposes only.
Use of information collected
Because we respect your right to privacy and your customers’ privacy, we do not sell or rent the information gathered.
Security of information
This site has security measures in place to protect the loss, misuse and alteration of the information under our control. Any access to and use of information is restricted to authorised staff and the site administrators. We attempt to provide a secure and reliable on-line environment, however you should be aware that there are inherent risks associated with the transmission of information via the internet. Alternative ways of obtaining or providing information are available if you wish to avoid any risk.
Links
This site contains links to other sites. Police Bank is not responsible for the privacy practices or the content of other web sites. When you access such other sites you must comply with their Privacy Policy.
Contacting the Police Bank regarding the Website
If you wish to access your personal information or have any questions about this privacy statement, the practices of this site, or your dealings with this Web site, you can contact Police Bank at: info@policebank.com.au
Complaints & Disputes
If this happens we would like the opportunity to put things right. We believe that by listening to your feedback, we may be able to identify ways to improve our service to you.
Our complaints Service is free, and does not affect your legal rights. So if you have a complaint, or positive feedback, here’s what to do.
- Telephone our Police Bank Assistance Centre on 131 728 or
- Email us at info@policebank.com.au or
- Complete the Member Complaint/Dispute Resolution Form available for download below, and mail it (no postage stamp required) together with any supporting documents to: Investigating Officer: Police Bank REPLY PAID 63593 Level 27/1 Market Street Sydney NSW 2000
What are the stages when you lodge a complaint?
- If your complaint is not resolved on the same day, your complaint will be logged into our Complaints Management System.
- If you lodge the complaint by telephone, the person you are speaking with will try to resolve it, or transfer you to the relevant section.
- If you lodge the complaint by any other means it will be directed to the relevant section.
- If the complaint cannot be resolved by the relevant section, it will be referred to an appropriate Manager or you may request that the matter be referred to an Executive Manager.
- The Manager/Executive Manager will try to resolve the problem immediately however, sometimes it will be necessary to make investigations and you may need to provide us with supporting documentation.
- If we are not able to settle a complaint immediately we will write to you within two working days of receipt of your complaint, advising you of our procedures for handling complaints/disputes.
- You will receive a written response within a maximum timeframe of 21 days.
- By utilising the Police Bank’s Internal Dispute Resolution Scheme, you do not waive any rights you may have under the law, or under any contract between you and Police Bank. An example, a contract may be a loan, mortgage, a guarantee, conditions of use for a savings account, visa card and redicard.
- If you use the Internal Dispute Resolution Scheme, you may commence legal proceedings before, after or at the same time as using the Internal Dispute Resolution Scheme.
- If you are not happy with the response provided, your complaint can be referred to the Police Bank Internal Dispute Resolution Committee for further review.
We expect our internal processes will satisfy your complaint. However if we have not resolved your dispute in 45 days, or you do not agree with our decision, contact can be made with the Financial Ombudsman Service Limited (external dispute resolution scheme) for an external review of the decision made:
Financial Ombudsman Service
GPO Box 3 Melbourne,
Victoria 3001
Phone: 1300 780 808
Fax: (03) 9613 6399
website: www.fos.org.au
Notices
Holiday Operating Hours (Assistance Centre Open Extra Hours)
From the Directors, Management and Staff at Police Bank we wish you the very best this festive season. We thank you for your ongoing support during the year and wish all families a safe and prosperous 2013.
Police Bank Branches will be closed on the following Public Holidays:
Christmas Day – 25 December
Boxing Day – …
System Update Notice
We have a small System Update scheduled for Wednesday 16th Jan at 6:30pm. Internet banking and Mobile banking will be unavailable for approximately 15 mins during the update. We thank you for your patience.
Read MoreChange to Centrelink Payments
Due to a change in the way Centrelink payments are processed, Members receiving payments from Centrelink can expect funds to be available a day later than they are used to.
There are no changes to NSW Police, State Super, AFP, Customs, Corrective Services and Police Pension payroll processing.
Read MorePolice Bank decrease variable interest rates
The Police Value Home Loan interest rate of 6.17% and the Premium Home Loan of 6.44% still positions Police Bank below the Big Banks.
Read More

