Your personal information
If you need to update the mobile phone number recorded on your account, we’ll need to speak with you to verify your identity. This is to ensure the safety and security of your account.
You can contact us on 1300 228 228 during business hours or visit your local branch to do this.
You can change your home or work phone number using digital banking at any time. In the mobile app go to My details > Update contact details and in internet banking go to Settings > Contact details.
You can easily update your address in internet banking or the mobile app.
In internet banking go to Settings > Address details and in the mobile app go to My details > Update address details.
You will be shown the current residential and mailing address that we have recorded for you. If these details are no longer correct, you can simply update with your new address and save.
We are required by AML/CTF legislation to maintain an up-to-date residential address for you.
If you wish to add a mailing address, please contact us on 1300 228 228 or via Secure Mail.
It's important we can contact you if we need to, so please remember to keep your contact details up to date.
You can update your email address, residential address, mailing address, home or work phone number in internet banking or the mobile app at any time.
- In the mobile app go to My details > Update contact details or Update address details.
- In internet banking go to Settings > Contact details or Address details.
If you want to change your mobile phone number, and it is linked to your Secure SMS codes, you'll need to contact us on 1300 228 228 during business hours or visit your local branch.
If you officially change your name, you’ll need to take your proof of change documents into your nearest branch to get your account details updated.
You'll need to provide:
- Completed Change Account Name / Title of Account Authority Form
- Your official name change documentation
If you’re unable to attend a branch during business hours, you can complete the Certification Form and have it certified by an acceptable referee on our behalf and return these to us.
If you need more information, please message us, call 1300 228 228 or visit your local branch and one of our friendly team will be happy to assist.
You can request access to the information we hold about you at any time by contacting the Member Advocate on 1300 228 228 or at mail@bcu.com.au
There is no fee for making a request but we may charge you the reasonable costs of providing our response to a request for access to personal information.
If we refuse to give you access to any of your personal information, we'll provide you with reasons for the refusal and the relevant provisions of the Privacy Act on which we rely to refuse access.
You can read more in our Privacy Policy.
Banking with us
As a customer-owned bank BCU Bank is owned by its members.
Our members and our owners are one and the same, so there’s no natural conflict with shareholders like the listed banks. We reinvest our profits back into the bank - for the benefit of everyone who chooses to bank with us.
The BCU Bank BSB number is 533-000
Top tip! You can easily find the BSB number whenever you need it as it's listed with each of your account numbers displayed in internet banking and the mobile app.
Your BCU Bank member number can be found on your Visa debit or credit card, in the BCU Bank app and on your statements.
Digital letters are a way you can receive your communications from BCU Bank. Instead of receiving your letters by post, we will send you communications to your nominated email address.
To keep your information safe and secure, any PDF attached will be password protected. Instructions for your password will be provided on the email that is sent to you with your digital letter.
Most service letters can be sent as a digital letter. This includes missed payment or overdrawn account advice, changes to your credit card or home loan accounts and service letters. Occasionally, there may be exceptions where we are required to send your letter via post.
How to set up for digital letters?
If you don’t have access to eStatements already, you’ll need to set this up via Internet Banking, the BCU Bank mobile app, by calling us on 1300 228 228 or visiting one of our local branches.
Internet banking:
- Go to ‘Services’, then ‘Manage eStatements’
- Select the option ‘Register for eStatements’
- Review and accept the terms and conditions
Mobile app:
- Go to the menu and select ‘Accounts’, then ‘Manage eStatements’
- Select the option ‘Register for eStatements’
- Review and accept the terms and conditions
You will start to receive eStatements and digital letters via your nominated email address.
If you have a joint account only the primary account holder will receive digital letters. And you can switch back to receiving paper-based letters at any time. However, by opting out of receiving paper-based letters you will also be opting out of receiving eStatements.
If you would like to learn more about the benefits of receiving digital letters, or would like help in setting them up, call our friendly team on 1300 228 228 or visit your local branch.
You can find information about the fees and charges applicable to your BCU Bank account on our fees and charges pages:
These should be read in conjunction with the fees and charges specified for the product outlined on the product page in the relevant Terms and Conditions document.
We welcome you to visit any one of our branches which are located from Maroochydore in Queensland's south through to Port Maquarie in northern New South Wales.
You can use our branch locator to find your nearest BCU branch.
Remember, there are a wide range of actions you can undertake in the mobile app or internet banking for your convenience.
Please contact us on 1300 228 228 if you'd like to speak to a team member.
Completed forms can be returned to us in the following ways:
- By Secure Mail. If you're an existing customer you can use Secure Mail, accessed via internet banking, Services > Secure Mail.
- By post: Send them to PO Box 1563, Coffs Harbour, NSW 2450
- In person at one of our branches.
You can use Bank@Post at participating Australia Post offices Australia-wide to deposit cash or cheques, or make a withdrawal from your account.
You will need to have a BCU Bank Visa Debit card in order to perform these transactions.
Fees and charges apply to some Bank@post transactions.
BCU Bank is 'customer owned' which means our customers and our owners are one and the same. This means there is no natural conflict with shareholders like at the listed banks.
We're owned by you, our members, and that means everything we do benefits you.
We invest our profits back into improving our services and helping our customers and their communities.
Joining BCU Bank
You can open an everyday banking, savings, or term deposit account online in a matter of minutes – even if you're not a BCU Bank customer.
If you're a new customer you’ll need to be at least 18 years old and have two forms of ID to open your account online.
To open a term deposit, you'll need to first open a fee-free Access Account (or a savings account) and transfer your money in. Once your funds have been received, you can log in to internet banking or the BCU Bank app and open your term deposit.
If you already bank with BCU it's even easier. You can open most deposit accounts online by going to ‘Apply’ in internet banking or ‘Open account’ in the BCU Bank app.
If you already have a transaction or savings account with us, you can log in to internet banking or the BCU Bank mobile app and open up a Standard Term Deposit online in a matter of minutes.
To open a Regular Income Term Deposit or a term deposit for over 55s, you can contact us via secure mail, call us on 1300 228 228 or visit your nearest branch.
New customer?
If you’re new to BCU Bank, you can easily open a transaction or savings account online to receive your funds, which is quick and easy. Once your funds have landed in your account, you can open a term deposit using internet banking or the BCU Bank mobile app.
New customers
If you're both new customers of BCU Bank and looking for an account where either person can authorise transactions, the easiest and quickest way to apply for a joint account is to open an account online.
You'll both need to confirm your identity using two of the following identity documents:
- Australian driver licence
- Australian passport
- green Medicare card
Remember to have your tax file number (TFN) handy if you want to avoid being charged general withholding tax on any interest you earn. You can provide us with your TFN at a later date, but in the meantime, withholding tax may be applied to interest earned over a certain threshold.
You can also open your new joint account at your local branch. You’ll need to bring your Australian driver licence or a valid passport with you.
Find out what other identification documents you can use to open an account.
Existing customers
If you both already bank with us then you can open your joint account by calling 1300 228 228, or by visiting your local branch.
If you'd like to set up your account so that both account holders need to jointly approve transactions, you'll need to visit us in branch to sign an Authority to Operate Form.
If you're a new BCU Bank customer you'll need to have at least one photo identity document to open your account with us.
Open your account online
If you're opening a new everyday or savings account online, you'll need to confirm your identity using any two of the following documents:
- Australian driver licence
- Australian passport
- green Medicare card
Open your account in branch
If you're opening your account in person at one of our branches you need to bring one of the following photo identity documents:
- Australian driver licence
- Australian passport
Don't have your photo ID?
If you're under 18, not an Australian citizen or simply don't have an Australian photo identity document, you can use a combination of primary and secondary documents to open your account at one of our branches.
Switching has never been easier – you can open a new account with BCU Bank online in just a few minutes.
We can guide you through the the steps to open your account, set up new payment arrangements with your new account or card and provide tips for a smooth changeover.
To have your salary credited to your BCU Bank account, you simply need to give your BSB number and account number to your employer or payroll officer.
Your account will need to be an everyday transaction account or savings account to receive your pay directly.
Whether you're a new customer or already bank with us, you can open a new account online in minutes.
Power of attorney
A Power of Attorney (POA) is a legal document that gives a trusted person legal authority to act on your behalf, and make financial/or legal decisions.
This can be in the form of:
- General Power of Attorney - which lets someone temporarily manage your affairs, such as if you're going away.
- Enduring Power of Attorney (EPOA) - which lets someone manage your affairs on a longer term basis.
Find out more about setting up an Enduring Power of Attorney with BCU.
This information is to be used as a guide only. You should obtain independent legal advice if you are considering appointing an attorney or accepting an appointment as an attorney.
What is an Enduring Power of Attorney?
An Enduring Power of Attorney (EPOA) is a type of power of attorney which authorises a named person to make financial decisions on behalf of a donor. This continues even if the donor loses capacity. In other words, if the donor is no longer capable of making their own financial decisions, the EPOA will continue to operate to allow the attorney to make those decisions.
An EPOA is no longer valid if the donor passes away, and can only be revoked while the donor has capacity to make financial decisions. A donor can decide that the EPOA only comes into effect after they lose their capacity to make decisions and manage their own financial affairs.
What can an Enduring Power of Attorney do on a donor’s behalf?
An attorney has the ability to do anything in relation to the donor’s financial affairs that the donor could lawfully do themselves. For example, an attorney can:
- open, operate (including transferring money), or close bank accounts held in the donor’s name; and/or
- buy and sell property in the donor’s name.
It’s worth noting that there are risks and limitations to consider with powers of attorney.
Lodging an Enduring Power of Attorney document with BCU Bank
If you need to lodge an enduring power of attorney with us, use this checklist to make the process as easy as possible.
- Original document - we’re required to sight the original enduring power of attorney document. We are unable to accept photocopies. If you have an original certified copy, this may be acceptable, provided it has been certified by an authorised person and contains the certifier’s original signature.
- Fully completed and executed EPOA - ensure that the enduring power of attorney document has been completed in full. Check that all parties (donor and attorney) have signed, and that the document has been dated and witnessed as required.
- Photo identification - when attending a branch, the donor and attorney will each need to be identified using photo identification (a driver’s licence, passport or photo ID card). If the donor is unable to attend the branch, we can accept certified copies of their identification. Alternatively, please contact us to discuss other acceptable options.
- The attorney will need to create a profile with BCU Bank so we can provide access to the donor’s accounts and identify them when they contact us.
Reviewing and lodging an enduring power of attorney document can take some time, so we recommend allowing for this when coming to see us.
Please note that BCU Bank team members cannot provide advice on how the document should be completed, they cannot complete any part of the document on your behalf and cannot witness the document.
Where can I go for additional information?
If you require additional information or guidance on setting up a power of attorney, you should seek legal advice.
You can read more information on powers of attorney and enduring powers of attorney on the New South Wales Government or Queensland Government website.
The government agencies listed below may also be able to assist:
- Office of the Public Advocate: 1300 858 455
- Public Trustee: 1300 746 116
Because we're here to help
Talk to the team
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