Last updated: 11:37am (AEST) 14 March 2025
- All branches are now open.
- We’re here to support you in-branch, via digital banking, online chat, and through our call centre.
- For life-threatening emergencies, call 000.
- For flood or storm emergency assistance, call the SES on 132 500.
As Queensland and New South Wales recover from Cyclone Alfred, we're here to support our customers and communities. Your safety and wellbeing remain our priority, and we're ready to help you manage your banking securely during this time.
Your safety and wellbeing are important to us
Branch network
Following the impact of Ex-Cyclone Alfred, all branches are now open as of Friday 14 March 2025.
Please visit our find us page to check your local branch’s opening hours. Remember, only travel if it’s safe to do so.
Thank you for your patience and understanding during this time. We appreciate your support as we worked to ensure the safety of our customers and staff.
Banking from home
We encourage you to bank from home with the BCU Bank app and internet banking, you can check your balance, transfer funds, pay bills, and more – all without leaving your home.
Learn about our digital banking optionsAlternative ways to bank with us
We offer convenient alternatives to complete common transactions you may typically visit a branch for, including:
| Popular in-branch transactions | Alternate options |
|---|---|
| Transfer funds either internally or externally to another bank | Internet banking or BCU Bank app |
| Renewal or changes to a term deposit | SecureMail through internet banking or contact centre |
| Card management (lost, stolen, holds, change PIN) | Internet banking, BCU Bank app or contact centre |
| International transactions | Internet banking |
| Loan redraw | Internet banking |
Support available
Recovery assistance
As a customer-owned bank, our priority is always the wellbeing of our customers. In light of the current circumstances, we have activated a range of support options to assist you through this difficult time. To discuss your individual circumstances, contact us as soon as you are able on 1300 228 228.
Support for individuals
We offer a range of support options for individuals needing emergency assistance, including:
- Customised payment arrangements, such as the option to defer loan repayments. You can apply online or call our team on 1300 228 228.
- Waived fees and charges.
- Additional loans or emergency credit limit increases (subject to credit approval).
- Early access to Term Deposits with no penalties.
Support for business customers
We are here to support our business banking customers with a variety of options, such as payment arrangements, early access to Term Deposits, Cash Deposits, Farm Management Term Deposits, and Business Investment accounts. If you need support, please reach out to us.
If you have a Relationship Manager, they will be able to discuss support options for your individual circumstances, or you can call our Business Banking team on 1300 228 228.
Insurance claims
In the event of any damage or loss, you can make a claim by contacting CGU's 24/7 claims team on 13 24 80.
Inclusive banking support
At BCU Bank, we want to ensure everyone can access our services with ease. That’s why you can speak with us using the National Relay Service or our free translation service. Find out how to access this service by visiting our accessibility page.
Scam and security alerts
During times of disaster, scammers often try to take advantage of vulnerable individuals. Stay vigilant and protect yourself from fraudulent schemes.
Learn more about how to spot a scamAdditional helpful links
Queensland
- Health support over the phone: 13HEALTH (13 43 25 84)
- QLD Government disaster support
- Electrical safety information:
- Energex (Southeast QLD)
- Ergon Energy (Regional QLD) - Queensland state school closures
- Traffic updates
- Housing assistance
- Translink service updates
New South Wales
- Health support over the phone: 1800 022 222
- NSW Government disaster support
- Elecricity, gas and water safety information:
- NSW State Emergency Service - NSW school closures
- Traffic updates
- Housing assistance
- Transport NSW travel alerts
Stay safe and remember, we're here to support you every step of the way.
Because we're here to help
We understand that you might need to reach out to us outside of business hours. Here's how you can still get in touch, and we'll get back to you as soon as possible.
Leave us a message
We’re unavailable by phone after hours, but if you leave a message at our call centre on 1300 228 228, we’ll call you back as soon as possible.
Send us a secure mail
You can send us a message in internet banking or the BCU mobile app at any time, and we'll respond during business hours.
Send us an email
You can email us at mail@bcu.com.au, and we'll reply to you when we're back online.