BPAY- With BPAY, you no longer have to pay bills in person. Now you can pay them over the phone or via the internet. Simply ask for your account to include BPAY, and register for our Phone Banking system, or NetLink.
Bank@Post - With your VISA Debit card, you can withdraw and deposit cash and cheques at any Australia Post outlet displaying the Bank@Post symbol.
NetLink Internet Banking - easy to use and safe to access your accounts anywhere in the world day and night. NetLink is accessed by clicking here.
Mobile App - Enjoy the convenience of banking on your phone.
Direct Debit - Setting up a direct debit is easy, simply follow the link to the downloads page and fill in an application.
EFTPOS - Access to the EFTPOS (Electronic Funds Transfer Point of Sale) system is available through our VISA Debit Card.
VISA Debit Card - Access to your funds all over the world. Withdraw funds at any rediATM to avoid direct fee charging. Press credit and use your PIN to avoid any fees when using EFTPOS. Add a VISA Debit Card to your account by clicking here and downloading a form.
Verified by VISA - Members can find out more about the online security program by clicking here. EFT - Electronic Funds Transfer to any external account using NetLink. If you want to transfer to your CIRCLE account, our BSB is 803 152 and your account number is your Member No.
Online Statements - Access our online statement system and help reduce our impact on the environment. Click Here to find out more.
Cheque books are like cash, especially if they fall into the wrong person’s hands. To protect your cheque book, follow these simple tips:
- Keep your cheque book in a safe and secure place.
- When you first receive your cheque book, ensure all cheques are present. Report any discrepancies to us immediately.
- Never pre-sign cheques.
- Never give a person a signed cheque and ask them to complete the details.
- Do not use pencil to write your cheques. Use a biro or felt tip pen.
- Make sure that you fill out cheques fully so it cannot be easily altered. Place a line through unused spaces.
- Always cross cheques, marking them ‘not negotiable’ and make sure the payee is correctly identified.
- Always check your statements for any discrepancies.
- Always report any lost cheques or your cheque book immediately to us on 1300 553 582.
Where can I download the CIRCLE Alliance Banking App?
The CIRCLE Alliance Banking App is available at no cost from both the App Store and Google Play Store. The links for download are available below:
What do I do once I download the CIRCLE Alliance Banking App?
Once you have downloaded the app and are registered for Internet Banking, you will be required to enter your member number and Internet Banking password. You will then be asked to set up a confidential PIN, Touch ID or security pattern to log into the app in the future.
How can I access my accounts in the CIRCLE Alliance Banking App?
What do I do if I forget my PIN, Touch ID or security pattern to log into the app?
Simply tap ‘Forgot Login’ and reset your PIN, Touch ID or security pattern with your Internet Banking password and member number. If you still cannot access the app after resetting your security information, contact our staff on 1300 553 582.
What do I do if my phone is lost or stolen?
What do I do if I purchase a new phone?
Should you purchase a new phone, you will need to download the app on your new phone your Internet Banking password and member number. In the app on your old phone, you must de-register the app from the Manage Devices option in the Settings menu.
How do I manage my devices in the CIRCLE Alliance Banking App?
If you would like to remove a device from the CIRCLE Alliance Banking App, select ‘View Accounts’ then select the ‘Manage Devices’ option from the settings menu. From there, simply swipe left on the device (for iOS) or select the device (Android) that you no longer wish to access your account on and select ‘Remove’. Once removed, the app will no longer be accessible on that device. To access the account again on that device you will need to reregister in the app
Close my Account
You can close an account or membership by contacting your nearest CIRCLE Alliance Bank branch.
Before closing your membership, please ensure any outstanding cheques have been presented and all periodic payments and direct debits are cancelled.
If the account has a credit balance, you will be asked to provide details of where and how you would like the funds disbursed.
If the account has a debit balance, you will need to pay the amount plus any accrued charges to the bank before closing the account/membership.
For more information about how to close an account, please Contact Us.
To cancel an Insurance Policy, please contact your nearest CIRCLE Alliance Bank branch and request cancellation of your Policy.
For more information about how to cancel your Policy please Contact Us.
You can cancel your Credit Card by contacting your nearest CIRCLE Alliance Bank branch.
For more information about how to cancel your Credit Card please Contact Us.
Do you have a transaction you don’t recognise?
If you wish to dispute a transaction on your card, you should do this as soon as possible and in accordance with the timeline for your card.
Disputing a Transaction
- Print and complete the Disputed Transaction Form
- Download, print and scan any documents and receipts.
- Return the form and documents to us.
- We will investigate and let you know once resolved.
Getting the form back to us
- Hand it in at any branch
- Fax it to us on 1300 553 523
- Mail it to CIRCLE Alliance Bank, PO Box 135, Deer Park Vic 3023
The following has been provided to inform you on the Financial Claims Scheme.
1. What is the Financial Claims Scheme?
The Financial Claims Scheme (FCS) is an Australian Government scheme that provides protection and quick access to deposits in banks, building societies and credit unions in the unlikely event that one of these financial institutions fails. Under the FCS, certain deposits are protected up to a limit of $250,000 for each account holder at any bank, building society, credit union or other authorised deposit-taking institution (ADI) that is incorporated in Australia and authorised by the Australian Prudential Regulation Authority (APRA). The FCS can only come into effect if it is activated by the Australian Government when an institution fails. Once activated, the FCS will be administered by the Australian Prudential Regulation Authority (APRA). In an FCS scenario, APRA would aim to pay the majority of customers their protected deposits under the Scheme within seven calendar days.
2. How is the FCS limit applied?
The FCS limit of $250,000 applies to the sum of an account holder's deposits under the one banking license. Therefore, all deposits held by an account holder with a single banking institution must be added together towards the $250,000 FCS limit, and this includes accounts with any other banking businesses that the licenced banking institution may operate under a different trading name. Bendigo and Adelaide Bank Limited’s network of brands and joint ventures provide a wide range of products and services, and those that are covered by the FCS are Bendigo Bank, Adelaide Bank, Community Bank, Alliance Bank, Community Sector Bank, Rural Bank and Delphi Bank.
3. Where can I get further information on the FCS?
Further information on the FCS is available on the FCS website - www.fcs.gov.au.
The FCS website also contains a list of FAQs relating to banking.
We understand there may be times when your personal circumstances change. You may experience an unexpected event or changes outside of your control. Perhaps you’ve lost your job, suffered an illness or injury or have been impacted by a natural disaster.
If, as a result, you can’t afford the minimum repayment on your loan or credit card, and you would like us to consider if we can provide you with financial difficulty assistance, please contact us immediately.
The sooner you contact us the sooner we can try to help you.
In many instances assistance can be provided quickly and efficiently over the phone.
Alternatively, we may need to complete a more detailed assessment of your personal and financial circumstances to identify how we may be able to help you.
Financial Difficulty assistance is available to you, whether you are an individual, joint account holder, guarantor or small business customer. If you have a joint account and you are experiencing financial difficulty, we can assist you individually if you request it.
If you would like to apply for assistance, please contact:
Phone: 1300 553 582
Post: PO Box 135, Deer Park Vic 3023
Financial difficulty assistance FAQs
This will depend on your personal circumstances and financial situation, and may include:
- Tailoring a payment arrangement
- Deferring or reducing loan payments for a defined period of time
- Extending the loan term
- Capitalising loan arrears.
It is important to contact us early so that we can discuss your situation and provide the best options available to you.
If you think you are, or will be, unable to meet your debt obligations please contact us as soon as possible.
Depending on your situation we may be able to provide assistance quickly and efficiently over the phone.
Alternatively we may require further information and documentation to help us understand your financial position and determine whether assistance is appropriate.
The Bank may require:
- A statement of financial position to be completed summarising your current income, expenditure, assets and liabilities
- An employment contract and/or payslips
- Your account statements
- A Centrelink statement and/or social security payment details
- A medical certificate from a qualified medical practitioner
- An employment separation statement
- A contract of sale/ sales agency agreement
- Other documents which support your request.
Once you have provided us with all the requested information necessary to review your financial situation, we will provide you with a decision within 21 days.
Our dedicated team will contact you. When assessing your request they will take into account factors including:
- The reason for financial difficulty
- Your current financial position
- Your ability to meet the commitments under the proposed arrangement and future repayments under the contract
- The ability to rehabilitate your circumstances (based on whether the financial difficulty assistance will offer genuine relief to restore your financial situation).
We will tell you in writing if we can assist you, the reason for our decision to provide assistance and the main details of the proposed new arrangements
You’ll need to ensure that you meet the terms of the new arrangement.
If you are subsequently unable to meet these terms, you should contact us as soon as possible to discuss your situation.
There may be a number of reasons why we decide not to provide financial difficulty assistance. If this is the case the reason for the decision will be explained to you in writing. We’ll also seek to discuss the next steps we will take and other available options with you.
If you are not satisfied with the response provided, you have the option of referring the matter to the Customer Advocate team who will impartially assess your complaint, keep you informed of the progress and provide you with a response.
The Customer Advocate can be contacted by:
- Telephone: 1300 139 572 (+61 3 5485 7919) between 8:30am and 5:00pm Victorian time, weekdays
- Post/letter: write to Customer Advocate, P.O. Box 480, Bendigo VIC 3552.
Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: 03 9613 6399
If you are experiencing financial difficulty, useful resources are available to you. These include:
- The National Debt Helpline or website (ndh.org.au), which has easy to use, step-by-step guides on how to tackle debts. You can also call the National Debt Helpline on 1800 007 007 to talk to a financial counsellor for free, independent advice about your situation.
- The Financial Counselling Australia website www.financialcounsellingaustralia.org.au provides information on finding a financial counselling agency in your area.
- The ABA’s ‘Financial Hardship’ website provides information about financial hardship, including what you can do if you are experiencing financial difficulties, how your bank can help, where to go for more information and how to apply for hardship assistance. See www.ausbanking.org.au/campaigns/financial-hardship
- ASIC’s ‘MoneySmart’ website provides information and tools to help you make the most of your money. See www.moneysmart.gov.au
Phone: 1300 553 582
If your VISA card is lost, stolen or retained by the ATM, please contact:
- our office on 1300 553 582 (during office hours)
- or the VISA Hotline on 1800 648 027 immediately.
You can download the following FAQ documents in PDF:
- Having problems connecting to our new Internet Banking site
- What is the Welcome Screen
- How do I personalise my accounts
- How do I organise my accounts on the Welcome Page
- How do I make a BPAY payment
- How do I make a payment to another CIRCLE Alliance Bank account
- How do I make a payment to an external bank account
- How do I change my contact details
- How do I change my Access Code
What is a PayID?
Can't remember your BSB and account number? A PayID is something easy to remember (eg mobile phone number, email address) that you register with us and link to your account of choice. When someone needs to pay you, you simply give them your PayID instead of your BSB and account number. If you've ever been worried about sending money to the wrong account, PayID can help. Use a PayID with a service like Osko and the name of the person who owns that PayID is shown before you approve the payment. All you have to do is confirm it's the right person.
What is Osko?
Need to split the bill for a group dinner? Mate lost their wallet? Need to pay a plumber for a burst pipe? Say hello to faster payments with Osko by BPAY® and you can use it with your PayID. Osko is now available on Internet banking and the CIRCLE Banking App to make payments between different financial institutions. These payments will go through in under a minute, 24/7 (for 99% of payments). You can also include a message with up to 280 characters to describe the payment.
What PayID types can be used?
Your PayID can be any of the following details
- mobile phone number
- email address
- company name
Will PayID replace BSBs and account numbers?
No. PayID will not replace BSBs or account numbers, but you can use your PayID as an easy to remember substitute.
Is PayID secure?
Yes, PayID is secure. When you create a PayID, all information is stored in a secure, encrypted data repository.
What happens if I lock my PayID?
Locking a PayID temporarily stops the PayID from being able to receive payments. You will still be able to receive payments to your BSB and account number.
Can I transfer my PayID to a CIRCLE Alliance Bank account from another financial institution?
Yes. To move your PayID to CIRCLE Alliance Bank from another financial institution you will need to de-register your Pay ID (or set to transfer) with the other institution and then register your Pay ID with us. You can have different Pay IDs with different institutions.
I’ve entered a PayID to make a payment but I’m getting an error message - why?
CIRCLE’s systems check a national database that all banking and finance providers use. Generally, if you are getting an error message, this means the piece of information you’re entering (mobile number or email for instance) has not been registered as a PayID (ie. it is not linked to a particular account) or is incorrect and therefore, you’ll be unable to use this to make a payment.
Why might an account not be visible when creating a PayID in e-banking?
Only eligible PayID accounts that you have authority to operate, will appear when creating a PayID in Internet Banking. If you think something is wrong, please call us on 1300 553 582 or visit us at our branch.
What if I don’t like my PayID Name?
The PayID name represents the account name and is not able to be changed.
Can a PayID be created on a term deposit account?
No, term deposits are not eligible for PayIDs.
Can a PayID be created on a loan account?
No, loans are not eligible for PayIDs.
What happens if I lose my mobile phone and that number was also my PayID?
Remember, a PayID is a simpler way to receive payments. The PayID remains unchanged, unless you have to change your mobile phone number. If you do get a new mobile phone number, you will need to close that PayID and create a new PayID with the new mobile phone number.
What happens if the PayID I want to use is already registered by someone else?
Please call us on 1300 553 582 or visit us at our branch.
What should I do if I don’t receive the six digit verification code when creating a PayID?
Ensure that the phone number or email address is correct and that you have access to that mobile phone or email address to retrieve the code. If you still don’t receive the code, call us on 1300 553 582 or visit one of our branch.
Do I need a PayID to make a fast payment?
No. PayID is something you can use if you want to simplify the payments process by not having to remember BSBs and Account Numbers. If both financial institutions are registered for PayID and Osko the payment will still go through quickly, even if you use BSB and account number. You may have noticed this has been working for a while.
Is it safe to share my PayID?
Yes, it is safe to share your PayID. A PayID also means you don’t have to share your BSB and account number anymore, so you can keep those details private.
When using a PayID, how do I know I’m paying the right person?
When paying using a PayID, you will see the PayID Name which represents the title of the account you are paying. You should ensure that the PayID name accurately represents your intended payee before continuing with the payment. Any queries about the PayID name you are paying should be directed to the payee.
Can one PayID be linked to more than one account?
No. An individual PayID can only link to one account at a time. However, different types of PayIDs can be linked to one financial account, for example, a mobile phone, an email address and an ABN number.
Can I have multiple PayIDs?
Yes. You can have multiple PayIDs, but each individual PayID can only be linked to one account.
Can a PayID be used to withdraw money from an account?
No, a PayID can only be used for receiving payments, not withdraw from your account.
Can a PayID be used to make or receive overseas payments?
No, a PayID can only be used for Australian payments.
Who can make fast payments?
Anyone who is registered for Internet Banking and can make transfers.
Who can receive fast payments?
Anyone with an account with a financial institution that has signed up for the New Payments Platform. To check if your bank is part of the NPPA go to www.nppa.com.au or contact them directly.
How safe and secure is this?
All financial institutions offering fast payments must meet strict requirements. This includes the capability to detect and respond to fraudulent activity in real-time. Osko uses world leading technology, certified to the highest data security standards and monitored 24 hours a day, seven days a week. All payments made are also subject to our own real-time fraud screening and detection systems.
As always, consumers should remain alert to the possibility of cons and scams particularly if they receive unexpected requests via social media, emails or SMS for urgent payments or account information.
Can you give me an example of when I might need to use a fast payment?
Laura and Tim go out for dinner. The restaurant doesn’t split bills and Tim doesn’t have enough cash to pay for his share. Laura pays for the whole bill and Tim transfers his share of the bill to Laura using her BSB and Account Number or a PayID if she has one registered - she receives his share of the bill in under a minute, despite the fact they bank with different financial institutions.
Do I have a different payment limit for fast payments?
No, your usual daily limit will apply.
Where am I able to see transaction references over 280 characters?
Long references made with fast payments will be visible in Internet Banking, but may be truncated on statements.
Is Osko by BPAY different from BPAY? Will it replace BPAY?
Osko by BPAY is separate to BPAY and will not replace this service. This service has been set up to work with PayIDs.
Hassle-free protection from Verified by Visa
So you can feel safe when shopping online we are pleased to announce we have enhanced our security solution; Verified by Visa.
You're already protected All existing and new Visa cards are automatically registered, for this free service.
Verified by Visa is being offered by a growing number of online merchants throughout the world - currently more than 200,000 stores worldwide.
Look for the Verified by Visa symbol as a sign that these merchants value both your business and your privacy.
So what's new?
For your convenience and protection, the enhanced version of Verified by Visa works behind the scenes so in most instances you won't be interrupted on your way to the "checkout". This means you will no longer require your Member Registration Number (MRN) or Personal Assurance Message (PAM).
How does it work?
Each time you make an online purchase with a participating merchant, the Verified by Visa program assesses the risk level of the transaction. Certain activity may seem out of the ordinary - maybe because it's a high dollar value transaction, or a retailer you've never bought with before. In these instances you may be asked to confirm some simple personal details - like date of birth, mother's maiden name or address details - so we can be sure the card isn't used without your permission.
Your privacy is our priority - this information is used only to verify your identity. If you have any questions about Verified by Visa, please contact us on 1300 553 582.
Ways to help preventing fraud
If your card is lost, stolen or captured (from an ATM) you must notify CIRCLE as soon as you are aware by calling 1300 553 582. If outside our normal office hours please call our hotline on 1800 648 027. By following these steps you can help us prevent you from becoming a victim of card fraud:
- Keep your contact details up to date. Inform us of any changes to your home, work or mobile phone number so we can get in contact with you.
- Provide us with your contact details and travel itinerary before you go overseas so we won’t be alerted by unfamiliar transactions on your account.
- Immediately report any unusual transactions on your accounts.
- Be aware of attempts to copy or ‘skim’ your details from your card. Skimmers take an electronic copy of your card details and print them on fake cards. If a merchant swipes your card several times or tries to take your card out of sight, be suspicious.
How you can protect your card
- Sign your card as soon as you receive it using a pen.
- If your card has expired or you’re not using it anymore, destroy it immediately by cutting it into several pieces and disposing of them securely.
- Carry your card with you whenever you can and regularly check that you still have it.
- Don’t give your card to anyone else including friends or family.
- Treat your card as if it were cash, never leave it unattended.
- Remember to retrieve your card whenever you use it to make a purchase or make a transaction at an ATM.
- Never use an electronic banking terminal that does not look genuine, has been modified or has a suspicious device attached to it.
How you can protect your PIN and other security codes
It is important that your identification access codes are kept confidential. This includes your PIN, internet access code, if you have one and the secondary code you use when you call us.
- Memorise then destroy any notification we send you containing your PIN or access code
- If you need to make a record of your PIN or access code, make sure you disguise it and keep this away from your card.
- Don’t tell anyone your PIN or access codes, including friends or family. You may be liable for any fraud loss where you have not sufficiently protected your PIN or access codes or you have disclosed them.
- Never enter your card or PIN in an ATM that looks anyway suspicious.
- If you select your own internet password or telephone identification code, don’t select a number or word that can be easily guessed (such as part of the data imprinted on your card, a previously selected access code, consecutive numbers, one number repeated or numbers that form a pattern) or that can be easily associated with you such as your date of birth, telephone number, drivers licence number etc.
- Notify us immediately if your PIN mailer has not been received intact or is not received within 3 business days following the card delivery date
- Ensure no one watches you enter your PIN at an ATM or your password over the internet
- If you believe someone may have seen your PIN when completing a transaction contact CIRCLE on 1300 553 582.
- If you have any concerns about the security used by an organization do not provide your card details over the phone or internet.
- When travelling, be conscious of card security and keep your personal belongings safe and avoid using ATM’s in poorly lit areas.
Your CIRCLE VISA Debit and Credit Cards are accepted at over 200 countries and territories around the world. Before you leave Australia to travel overseas we advise that you contact one of our staff to let us know what countries you will be visiting and how long you will be away. This will help us to better monitor your card for possible fraudulent activity. Should you need to report a lost or stolen VISA card whilst overseas, VISA Global Customer Assistance is there to help.
VISA Global Customer Assistance Services
No matter where you are in the world, our multilingual service representatives are on hand to assist you 24 hours a day, 365 days a year. If your VISA card has been lost or stolen, VISA Global Customer Assistance Services representatives can:
- Block your account from fraudulent purchases within 30 minutes.
- Arrange for a replacement card to be sent to you within 3 working days.
- Provide for emergency cash to be collected from 270,000 locations worldwide.
In Australia, the toll free number for assistance is 1800 450 346. Alternatively you may place a collect call from anywhere in the world to +1 303 967 1090. Click here to find the contact of VISA Customer Assistance for any particular country.