Frequently Asked Questions for Business

Answers to frequently asked questions about business banking with Regional Australia Bank

Do you have Bank Feeds?

We do! Bank Feeds allow you to automatically import your account transactions into your Xero or MYOB accounting software. To set up your feeds, contact your accounting software provider.

How do I download the Regional Australia Bank App?1

Search ‘Regional Australia Bank’ on your Apple or Google Play store and simply download. To set up your password you will need to login with your Internet Banking password and you will be prompted to create an individual password for when you use the app2.

How do I update my contact details on Internet Banking?1

Log into Internet Banking, navigate to ‘settings’ and then to ‘contact details’.

I am trying to make a purchase online and it's asking me to enter my Verified by Visa details, what does this mean?

Verified by Visa is an extra security layer to protect you.  To enable Verified by Visa create an account here.

I don’t live near a Regional Australia Bank branch, how can I deposit cash or cheque into my account?

Through our partnership with Australia Post, [email protected] allows you to withdraw and deposit funds3!

I have lost my card, what do I do?

You will need to contact the Service Support Centre on 132 067. If it is outside our operating hours (8.00am - 6pm weekdays, 8.30 -12 noon Saturday) please call the Lost/Stolen Card Hotline on 1800 139 241.

I need a bank statement or transaction list, how do I organise this?

You can access your statements online if you have registered for online statements.  

You can also produce a transaction list yourself through your Internet Banking1.


If you do not have Internet Banking please contact us on 132 067 or visit your local branch and we can print the statement for you.


If you have access to Internet Banking and would like to make the switch for online statements for future statements simply log into Internet Banking, navigate to ‘settings’ and then ‘online statements’1.

I need to make a large external transfer on Internet Banking which may be over the daily limit, what do I do?

If you require to make an external transaction online which exceeds your daily limit, you will need to contact us on 132 067 or visit your local branch and our friendly staff will be able to assist you.

I'm planning on going overseas, what do I need to do?

If you are planning on going overseas in the near future, please contact us on 132 067 to advise us of the dates that you will be away and where you will be travelling to. This is so we can safely monitor your account for possible fraud. You may also need to provide an alternate contact number prior to leaving Australia in the case that fraud is evident.

I’ve changed my address or phone number, how do I notify you?

You can either contact us on 132 067, or alternatively you can update your details within Internet Banking1.

Someone from overseas wants to complete a transfer to my Regional Australia Bank account, what details do I need to give them?¹

Please ask them to use the following details: 

  • Name of account holder: Community Mutual Ltd.
  • Account Number: 835489086
  • BSB: 012 510
  • Swift Code: ANZBAU3M
  • Reference Field: Your membership name (the name your account is in) and your membership number

What details do I give out for funds to be credited/debited from my account to another Regional Australia Bank Account?¹

You will need to provide the following:

  • Name against account
  • Account number (your member number), plus the account type, i.e. 123456S3

Please note that if any of these details are incorrect credits or debits may be rejected

What details do I give out for funds to be credited/debited from my account to an external account?

You will need to provide the following:

  • Name against account
  • BSB: 932 000
  • Account number (your member number)

Please note that if any of these details are incorrect credits or debits may be rejected.

What is Regional Australia Bank’s BSB number?

932-000

Where is my payment?¹

If you are waiting on a payment to come through to your account, please note that it can take 24-48 hours to reach your account from the time it was sent. If it has been over 48 hours you can contact us on 132 067 and we can check whether your payment has been received or it has been rejected by Regional Australia Bank for any reason.

What do I do if I notice a transaction on my account that I have not made?

You will need to contact the Service Support Centre on 132 067 or go into one of our branches to dispute the transaction/s.

If it is outside our operating hours (8.00am - 6pm weekdays, 8.30 -12 noon Saturday) please call the Lost/Stolen Card Hotline on 1800 139 241 to have your card cancelled immediately and contact the Service Support Centre on 132 067 or go into one of our branches to dispute the transaction/s during business hours.

A formal dispute will commence once all necessary paperwork has been received, this process can take up to 45 days for Visa transactions and 21 days for EFT transactions. Please note that these time-frames may be extended and you will receive written notification to advise of this.

What do I do if I've forgotten my internet banking password?¹

Please contact us on 132 067 so we can help you reset your password.

What is the daily withdrawal limit for ATMs?

$1000 per day.

Which ATMs are fee free?

You can use any Regional Australia Bank ATM, Westpac ATM, St George ATM, Bank of South Australia ATM or Bank of Melbourne ATM within Australia without incurring any fees4.

What are the cut off times for transfers?

Transfers to another Regional Australia Bank account (completed without a BSB) are usually processed instantly- 24 hours a day, 7 days a week.

For transfers to other institutions (using a BSB), we make every effort to ensure that transfers completed before 4:30pm (NSW time) on business days will be sent to the receiving institution that same day. However, this may not always be possible due to circumstances out of our control. Similarly, availability of funds is also subject to the transfer being processed by the receiving institution.

Security tips for Internet Banking

What system security is in place for Internet Banking?1

Regional Australia Bank take the security of your personal details and financial transactions very seriously and as such we utilise industry leading security systems, fraud prevention tools and transaction monitoring to ensure your online banking experience is secure.

These measures include;

  • Secure login: To access Internet Banking you need to verify your identity by supplying your member ID and password.
  • Transaction monitoring: Regional Australia Bank uses up to date technology to monitor and detect any possible fraudulent transactions. On occasion we may contact you to confirm transactions which may appear unusual are correct. At no time during these calls will we request your Internet Banking log in or your card PIN.
  • Encryption: We use strong encryption to scramble all the data computers send when they are communicating with each other. Regional Australia Bank uses a 256-bit Transport Layer Security (TLS) which provides one of the best forms of encryption available. 
  • Session timeout: To protect your accounts from any unauthorised activity in the event your session is left unattended or terminated abnormally, Internet Banking will automatically log you out and close your session. 
  • Access lock out: To help protect you against anybody trying to hack into your account online, all login attempts into your account are recorded. If the number of unsuccessful login attempts exceeds the limit set by us, access to your Internet Banking service will be disabled immediately.  

What can I do to ensure my Internet Banking is secure?

Here are some tips to keep your banking experience secure.

Do’s

  • Type www.regionalaustraliabank.com.au into your browsers address bar when you access our website and Internet Banking services rather than using your browser’s favourites or links sent to you in emails or via SMS.
  • When you log into Internet Banking check the web address and ensure SSL/TLS encryption security is in place and the security certificate is valid 
  • Make sure you keep your operating system up to date to help prevent viruses and other potential risks. Check to see if automatic updates can be enabled for extra peace of mind. 
  • Ensure your Internet Banking password is strong and unique and keep it a secret. Choose a password which is easy for you to remember, but hard for others to guess. Don't use your date of birth, telephone number, address, your name or the name of a friend or relative.  
  • Make sure you change your password on a regular basis - ideally every three months. 
  • Turn off the automatically remember your username and password feature in your browser. See your browser’s documentation for details. 

Don'ts

  • Avoid using public computers such as those in internet cafes, hotels and airports. If you need to, make sure you clear the browser’s cache, history and cookies when you have finished. 
  • Never write your password down or share it with anyone. 
  • Do not install software or run programs if you are unsure of their origin 
  • Do not click on links to  websites or open attachments you are unsure of. Look out for emails that contain offers that seem too good to be true - they’re usually after your personal information or want you to download malicious software. 
  • Do not leave your computer unattended whilst you are logged in to Internet Banking. Make sure you click the ‘Logout’ button when you have finished. 

Never give your Internet Banking password out to anyone.  If you become aware of a suspicious email, internet or telephone hoax, or if you think you have received a "scam e-mail", please contact us immediately on 132 067.

Here’s some more tips to help you stay smart online. https://www.communications.gov.au/what-we-do/internet/stay-smart-online

Our Internet Banking platform is a secure and user friendly way to conduct your banking.


How do I apply for Internet Banking?1

Simply call 132 067 or visit your local branch.


What can I do as an Administrator on Internet Banking?

As an administrator you can create and manage users for both data entry operators and those who require authority to operate (ATO) access. Any user can be added for data entry (to setup transactions and manage payees), however users transacting must be registered as ATOs.

Users are allocated their own unique logins for the business; these are separate from any other personal logins they have for Regional Australia Bank Internet Banking.

ATO’s must be identified and registered with Regional Australia Bank, however day-to-day management of user access within Internet Banking is a self-service feature.

 

Can I upload from my accounting package?

Internet Banking has the ability to upload files created by various accounting or payroll software packages in CEMTEX (.aba) format to transfer funds electronically, as well as the ability to set up individual one-off or recurring payments.

 

What is the function of a data entry operator?

Internet Banking allows data entry operators to setup transactions, print or download statements, load/ maintain business payees or any other administrative task.

 

When two signatories need to approve a transaction do they need to be in the same location at the same time?

No, signatories do not need to be present in the one location at the same time to approve a transaction. Transactions can be stored ‘pending authorisations’ for later approval by other signatories. Each signatory can have various access and limits depending on their position.

 

Can data entry operator upload a file or reconcile?

Yes.

 

How much does Internet Banking cost?1

Access to the Regional Australia Bank’s internet banking service is free, however some transactions completed using internet banking may attract a fee. Please refer to our Fees and Charges for specific transaction details.


Can I export/import a transaction file?

You can export your transactions into the following formats

  • CSV: Comma Separated Values, Generic format for spreadsheets 
  • OFX: Open Financial Exchange  
  • OFC: MS Money Format 
  • QIF: Quicken Format 

To do this, select the account on the Internet Banking home page and click ‘Download Transactions’ and follow the prompts.

If you need to make multiple, regular payments such as salaries to staff or BPAY payments you can upload an ABA file into our Batch Payment service. Select ‘Batch Payments’ from the ‘Transfer’ menu option.


How can I reset my password?

If you need to reset your password or have been blocked from Internet Banking please contact us on 132 067. Once the password has been reset by us you’ll need to log into Internet Banking to create your own secure password.

If you know your password but simply want to update it then please login into Internet Banking and change it under settings/password.


Does my login password expire and if so when will I know to reset it?

When your login is due to expire you will be prompted to create a new password.

You cannot reuse a previous password .


What security can I have on my account?1

Regional Australia Bank offers a range of security options to protect your banking while online including SMS alerts for selected transactions and changes as well as Security Tokens. To select the option that best suits your needs please contact us on 132067.


Will I be charged for using the one-time password service?1

There is no charge for the use of security tokens or SMS one-time passwords. However, if your token is lost or damaged as a result of misuse you may be charged a fee to cover the cost of a replacement. See Fees & Charges for details.


What happens if I misplace, lose or break my security token?1

For the security of your account, please let us know immediately if you have lost your security token by contacting us on 132 067. We will disable the old security token and organise a new one which will need to be registered to your login.


Do I need to install software to use Internet Banking?1

You do not need to install any software from Regional Australia Bank to access Internet Banking.  However, it is recommended you have an up to date web browser installed on your computer to make use of the additional security features, speed and customisations provided by browser manufacturers.

Regional Australia Bank Internet Banking supports the following browsers:
  • Google Chrome (PC and Mac) 
  • Firefox (PC and Mac)  
  • Apple Safari 6 and above (Mac only) 
  • Microsoft Internet Explorer 9 and above (PC only) 

You should also consider buying security software or ensuring that your existing security software is up to date.

For more information on website browser updating, check out this page.

For the best online banking experience and security features update your browser – here’s why.

Regional Australia Bank recommend if you are not using the most up to date version possible, that you upgrade your browser to a newer version that can:

  • Provide you with additional security features (newer browsers protect you better against scams, viruses, Trojans, phishing and other threats);
  • Increased browser speed (every new generation of browser improves load times)
  • Improved website compatibility (websites using new technology will be displayed more accurately);
  • Use new features and customisations to give you more comfort and a better online experience.

Outdated browsers provide limited features, bugs and operating faults, and a security risk to those using them.

If you can’t change your browser because of other requirements please consider installing a second browser for Internet Banking.

If required please speak to your network or computer provider.

For the best online banking experience and security features, Regional Australia Bank recommends using of the following free and reliable browsers when accessing Internet Banking.

  • Google Chrome (PC and Mac) 
  • Firefox (PC and Mac) 
  • Apple Safari 6 and above (Mac only) 
  • Microsoft Internet Explorer 9 and above (PC only)


Disclaimer

1. Please Refer to Account and Access Facility Conditions of Use.

2. Apple is a registered trademark of Apple Inc. App store is a service mark of Apple Inc. Android is a trademark of Google Inc.

3. Fees and charges may apply, please refer to our Fees and Charges.

4.  ATM transactions with institutions other than those listed may incur third party charges.