Online Service Centre Terms and Conditions of Use

PART A: Introduction

1. Information about these terms

These are the terms on which we operate the Online Service Centre and Mobile App (where available), including providing access to the BPAY scheme. Please read this document carefully.

These terms and conditions are in addition to the terms and conditions that apply to your account. If there is any inconsistency between the terms and conditions applying to your account and these terms and conditions, these terms and conditions will apply to the extent of that inconsistency.

2. Acceptance of these terms

If we agree to provide you with access to the Online Service Centre and/or the Mobile App, you will be taken to have accepted these terms:

  • When you or any additional cardholder first access the Online Service Centre; or
  • When you click a button to confirm your acceptance when registering for the Online Service Centre.

3. Accessing the Online Service Centre

3.1 To register for and access the Online Service Centre, you must have a valid username, password, and at our discretion a single use SMS code as described in 3.5. You may also be required to verify your identity via any other method we may determine from time to time.

3.2 If we agree to provide you access to the Online Service Centre, you will need to choose a username and password.

3.3 When selecting your password you must not select:

(a) A numeric code which represents your birth date; or

(b) An alphabetical code which is a recognisable part of your name.

Note: You may become liable for unauthorised transactions if you or your additional cardholder contravenes this requirement - see 10.2.

3.4 You agree that any person who supplies us with your username and password will be allowed access to your Online Service Centre account.

3.5 Without limiting 3.4, you agree that a single use SMS code may be sent by us from time to time and at our discretion to the mobile number registered in respect of your account in order to authenticate and permit any requested registration or access to the Online Service Centre or the specific services in 6; and

3.6 You may access the Online Service Centre from several devices. However, for enhanced security, we collect the unique identifier of each device (for example the IMEI of a mobile telephone) accessing the Online Service Centre. If we do not recognise the unique identifier of the device used to access the Online Service Centre, we may deny or restrict access, subject to authentication of your identity.

4. Email addresses and Mobile Telephone numbers

4.1 In order to access the Online Service Centre or Mobile App, you must provide your email address. You must notify us promptly if your email address changes.

Note: It is important we have your correct email address as we may use this address to notify you of changes to these terms or to the Online Service Centre.

4.2 If you provide a mobile telephone number to us, you agree that we may send you single use SMS codes as described in 3.5. If you choose to provide a mobile telephone number to us, you must ensure that the mobile telephone number is accurate and you must notify us promptly if your mobile telephone number changes.

Note: It is important we have your correct mobile telephone number as we may use this number to authenticate access to the Online Service Centre.

5. Accessing the Mobile App

5.1 In order to access the Mobile App, you will need to download it from the Apple App Store or Google Play store, and accept the terms and conditions of download, and register for an Online Service Centre account.

5.2 You will be required to register your mobile device, and you agree that for security reasons your device's unique identifier such as your mobile phone's IMEI number will be stored by us.

5.3 You may select a 4 digit personal identification number ("Access Code") for quicker access to the Mobile App Service. You may also be required to verify your identity via any other method we may determine from time to time.

5.4 When selecting your Access Code you must not use:

(a) A numeric code which represents your birth date; or

(b) your credit card PIN (if your card has this facility)

Note: You may become liable for unauthorised transactions if you or your additional cardholder contravenes this requirement - see 10.

5.5 You agree that any person who supplies us with your Access Code from your registered device will be allowed access to your account information via the Mobile App.

5.6 You are responsible for using a mobile device with the ability to send and receive data and SMS. We are not responsible for any inability of a mobile device to access the Mobile App or any loss or damage to a mobile device resulting from your use or attempted use of the Mobile App.

5.7 You are responsible for any charges imposed by your telecommunications provider for connecting to the Mobile App on your mobile device, including call costs, data costs and SMS.

6. What can be done using the service?

6.1 You may do the following things through the Online Service Centre or Mobile App:

  • activate your credit card
  • select or change a PIN for your credit card (if your card has this facility)
  • check your balance
  • review your most recent transactions
  • make BPAY payments to billers
  • make Pay My Account payments
  • update your personal details (including residential or postal address, phone number and email address)
  • receive electronic versions of your statements of account
  • access up to 7 years of previous electronic statements of account
  • opt-out of receiving paper versions of statements of account and other documents that we must send you

We may add, change, remove or amend any of the content or functions of the Online Service Centre or Mobile App at any time without prior notice to you. Not all content or functions may be available at all times.

7. Account information obtained from the service

The information about your account obtained from the Online Service Centre or Mobile App will reflect the current status of your account on our systems at the time you access the service. This information may not include transactions which are yet to be processed and may be corrected (for example, if a transaction is reversed).

8. Suspension or termination

8.1 You may cancel your access or any additional cardholder's access to the Online Service Centre or Mobile App by prior notice to us. The cancellation request will become effective when we process it.

8.2 We may suspend or terminate your right to access the Online Service Centre or Mobile App at any time. Reasons for suspending or terminating your right to access may include:

(a) If we suspect that you, or someone acting on your behalf, is being fraudulent;

(b) If the service is being misused or used inappropriately by you or another person acting on your behalf;

(c) If we believe the username or password is being misused or is likely to be misused;

(d) For reasons of security or quality of the Online Service Centre or Mobile App;

(e) To prevent loss to you or us;

(f) If we believe you gave us false or misleading information to open your account or gain access to the Online Service Centre or Mobile App;

(g) If you are in default under your account with us;

(h) Your account is closed; or

(i) If we believe that your account or your right to access the service has been or is being used to further a crime.

We can do this without sending you prior notice. Cancellation or suspension may be immediate.

8.3 We may also suspend or terminate your access to the Online Service Centre or Mobile App if you have not accessed your Online Service Centre account for at least twelve months or 45 days in the case of the Mobile App. If we suspend or terminate your access for this reason, you may gain access to the service again by re-registering. You may be required to select a different username and password.

9. Additional cardholder's access to the service

If we make the Online Service Centre or Mobile App available to additional cardholders, you are responsible for any use of the service by an additional cardholder. You should satisfy yourself that any additional cardholder has read and understood these terms.

In particular you must ensure that an additional cardholder is aware of the security requirements in 9.

10. Security of your username, password and Access Code

10.1 You must ensure that any cardholder informs us immediately if their username, password or Access Code has been misused, lost or stolen by calling Customer Solutions.

10.2 We must be given all the information that you or your additional cardholder have or can reasonably obtain regarding the loss, theft or unauthorised use.

10.3 You must ensure that any cardholder must:

(a) Not voluntarily disclose details of their username, password or Access Code to anyone including a family member or friend;

(b) Not act with extreme carelessness in failing to protect the security of the username, password or Access Code;

(c) Not record the password and username on one article or on more than one article that are liable to be lost or stolen simultaneously (without making a reasonable attempt to protect the security of the record); and

(d) Not choose a username in contravention of the requirements in 3.3.

Any act by a cardholder contrary to 10 may mean that you are liable for losses caused by unauthorised transactions caused by a breach of the security of the username, password or Access Code.

10.4 Cardholders should:

(a) Choose a username that is easy to remember, but difficult for others to guess

(b) Not save any passwords or Access Code on a computer or any personal devices

(c) Not write down any passwords or Access Code

(d) Use a combination of numbers and characters, including uppercase and lowercase in their password

(e) Not select a password that contains their username or any personal details that can be guessed by others

(f) Never provide their password over email or based on an email request

(g) Not reveal their username, passwords or Access Code to others

(h) Change their passwords regularly

(i) Ensure their computer has been installed with high quality and well known anti-virus software and anti-spyware, and keep these up to date

(j) Regularly download and install the latest security patches for all of their computer software, including web browser applications; check the software vendor's websites for updates

(k) Change their password immediately and contact Customer Solutions if their password has been compromised.

11. Changes to these terms

11.1 Subject to the notice requirements set out below, we may change these terms at any time.

11.2 We will give you 20 days advance written notice of any changes that:

Imposes or increases a charge relating solely to the use of the Online Service Centre or Mobile App, including BPAY payments, or the issue of an additional or replacement service;

Increases your liability for losses relating to EFT transactions; or

Imposes, removes or adjusts a daily or other periodic transaction limit applicable to the use of the Online Service Centre or Mobile App.

11.3 We will give you advance notice of other changes by writing to you or by any other manner which is likely to come to the attention of as many account holders as possible (this may include by notice on or with your statement of account or by press advertisement).

11.4 We do not have to give you advance notice where an immediate change to these terms is necessary to restore or maintain the security of our systems or the accounts.

12. Method of giving notice

12.1 By agreeing to these terms and by continuing to access the Online Service Centre or Mobile App, you consent to receiving any notice or other document we are required to give you personally under these terms by one of the following methods:

(a) By emailing the notice or other document to your email address; or

(b) By making the notice or other document available for a reasonable period of time on the Online Service Centre or Mobile App for retrieval by you when you next access your Online Service Centre or Mobile App account; or

(c) By any other method provided for in the terms and conditions applying to your account.

12.2 If the notice or other document is to be given under 12.1(b), we will send an email to your email address to notify you that the notice or other document is available for retrieval by you.

12.3 If we send you an email, the email is deemed to have been given once it enters your information system.

PART B: Liability for unauthorised transactions made using the Online Service Centre or Mobile app

13. Part B applies only to Online Service Centre and Mobile App transactions

This part applies only to transactions that are completed through the Online Service Centre or Mobile App. The terms and conditions that apply to your account will explain your liability for unauthorised transactions that are completed using other access methods (for example, by using a card).

Where applicable, this clause is to be read in conjunction with 24.5 and 24.6 (which relate to unauthorised BPAY payments).

14. When are you not liable for unauthorised transactions?

You are not liable for losses resulting from unauthorised transactions:

(a) Caused by fraudulent or negligent conduct by us, a supplier or company involved in networking arrangements (including the employees or agents of such organisations); or

(b) Relating to a forged, faulty, expired or cancelled username, password or Access Code; or

(c) That arises from transactions that require the use of:

(i) A username, before that username has been received or selected (as applicable) by you;

(d) Caused by the same transaction being incorrectly debited more than once to the account; or

(e) Occurring after we are notified that a username has been misused, lost or stolen, or that security of a password or Access Code has been breached; or

(f) Where it is clear that any cardholder has not contributed to such losses; or

(g) To the extent that we are able to recover amounts by exercising any relevant rights we have against a supplier.

15. Some cases when you are liable for unauthorised transactions

15.1 Subject to 14 and 15.2, you are liable for losses resulting from unauthorised transactions where any cardholder has contributed to the losses:

(a) Through fraud or a breach of the requirements in 10; or

(b) Through unreasonably delaying notifying us of the misuse, loss or theft of a username or the breach of security of a password or Access Code.

If 15.1(b) applies, you are liable for losses from the time when a cardholder becomes aware (or, in the case of loss or theft, should reasonably become aware) of the misuse, loss or theft, until we are notified that a username has been misused, lost or stolen, or that security of a password or Access Code has been breached.

15.2 You are not liable under 15.1 for:

(a) that portion of losses incurred on any one day which exceeds any applicable daily transaction limits notified to you; and

(b) That portion of the losses incurred in a period which exceeds any other periodic transaction limits applicable to that period notified to you; and

(c) That portion of the total losses incurred on the account which exceeds the credit limit.

16. Complaint handling

See the terms and conditions that apply to your account on how to make a complaint and how your complaint will be handled.

PART C: BPAY Scheme

17. Introduction to BPAY

We are a member of the BPAY scheme. The BPAY scheme is an electronic payments scheme through which you can ask us to make payments on your behalf to billers using the Online Service Centre and Mobile App.

We will tell you if we are no longer a member of the BPAY scheme. For the purposes of the BPAY scheme, we may also be a biller.

18. How to use the BPAY scheme

18.1 When you tell us to make a BPAY payment you must give us the following information through the Online Service Centre or Mobile App:

  • the amount of the BPAY payment;
  • the date of the BPAY payment;
  • the Biller Code;
  • the Customer Reference Number applicable to that BPAY payment.

We will then debit your account with the amount of that BPAY payment.

You acknowledge that we are not obliged to effect a BPAY payment if you do not give us all of the above information or if any of the information you give us is inaccurate.

18.2 In making a BPAY payment, you must also comply with the terms and conditions applying to your account, to the extent that those terms are not inconsistent with or expressly overridden by these terms and conditions.

18.3 When you use your account to pay a bill through the BPAY scheme, we will treat that payment as a regular purchase. However, if a biller does not accept payment from credit cards or if we otherwise advise you that the payment will not be treated as a purchase, you may choose to make that payment by way of cash advance and the payment will be treated as a cash advance.

18.4 You acknowledge that the receipt by a biller of a mistaken or erroneous payment does not or will not constitute under any circumstances part or whole satisfaction of any underlying debt owed between you and that biller.

19. Transaction limits

19.1 BPAY payments are subject to a limit of $5000 per day per account.

19.2 Billers and other institutions may also impose additional restrictions or transactions limits.

19.3 We may not process a BPAY payment, including a future BPAY payment, if the payment will result in your credit limit or, if relevant, your cash limit being exceeded.

20. BPAY Payments

20.1 Except for future dated BPAY payment instructions, we will not accept an order to stop a BPAY payment once you have instructed us to make that BPAY payment.

If you want to change your future dated BPAY payment instruction, you must make the change no later than the banking business day before your BPAY payment is due to be made.

20.2 You should notify us immediately if you become aware that you may have made a mistake when making a BPAY payment (except for an underpayment - for those errors see 20.6 below), or if you did not authorise a BPAY payment that has been made from your account. Clause 24 describes when and how we will arrange for such a BPAY payment to be refunded to you.

20.3 Subject to the cut-off times set out in 21, billers who participate in the BPAY scheme have agreed that a BPAY payment you make will be treated as received by the biller to whom it is directed:

(a) On the date you make that BPAY payment, if you tell us to make the BPAY payment before our payment cut-off time on a banking business day; or

(b) On the next banking business day, if you tell us to make a BPAY payment after our payment cut-off time on a banking business day, or on a non-banking business day.

20.4 A delay may occur in processing a BPAY payment where:

  • there is a public or bank holiday on the day after you tell us to make a BPAY payment;
  • you tell us to make a BPAY payment either on a day which is not a banking business day or after the payment cut-off time on a banking business day;
  • another financial institution participating in the BPAY scheme does not comply with its obligations under the BPAY scheme; or
  • a biller fails to comply with its obligations under the BPAY scheme.

20.5 While it is expected that any delay in processing under this agreement or for any reason set out in 20.4 will not continue for more than one banking business day, any such delay may continue for a longer period.

20.6 You must be careful to ensure that you tell us the correct amount you wish to pay. If you instruct us to make a BPAY payment and you later discover that the amount you told us to pay was less than the amount you needed to pay, you can make another BPAY payment for the difference between the amount you actually paid to a biller and the amount you needed to pay.

21. Cut-off times

If you tell us to make a payment before the time specified in the box below, it will in most cases be treated as having been made on the same day by the relevant biller.

Cut-off times

  • if on a banking business day - 3.00pm (in Melbourne)
  • if on a non-banking business day - 3.00pm (in Melbourne) on the previous banking business day

However, the payment may take longer to be credited to a biller if you tell us to make a payment on a Saturday, Sunday or a public holiday or if another participant in the BPAY Scheme does not process a payment as soon as they receive its details.

22. When a biller cannot process a payment

If we are advised that a biller cannot process your payment, we will:

(a) Advise you of this;

(b) Credit your account with the amount of the BPAY payment; and

(c) Take all reasonable steps to assist you in making the BPAY payment as quickly as possible.

23. Consequential damage

This clause does not apply to the extent that it is inconsistent with or contrary to any applicable law or code of practice to which we have subscribed. If those laws or that code would make this clause illegal, void or unenforceable or impose an obligation or liability which is prohibited by those laws or that code, this clause is to be read as if it were varied to the extent necessary to comply with those laws or that code or, if necessary, omitted.

We are not liable for any consequential loss or damage you suffer as a result of using the BPAY scheme, other than due to any loss or damage you suffer due to our negligence or in relation to any breach of a condition or warranty implied by law in contracts for the supply of goods and services and which may not be excluded, restricted or modified at all or only to a limited extent.

24. Mistaken payments, unauthorised transactions and fraud

24.1 We will attempt to make sure the participants in the BPAY scheme, including those billers to whom your BPAY payments are to be made, process your BPAY payments promptly. You must promptly tell us if:

  • you become aware of any delays or mistakes in processing your BPAY payments (i.e. a mistaken payment);
  • if you did not authorise a BPAY payment that has been made from your account (i.e. an unauthorised payment); or
  • if you think you have been fraudulently induced to make a BPAY payment (i.e. a fraudulent payment).

We will attempt to rectify any such matters in relation to your BPAY payments in the way described in this clause. However, except as set out in 15, 23 and 24, we will not be liable for any loss or damage you suffer as a result of using the BPAY scheme.

The longer the delay between when you tell us of the error and the date of your BPAY payment, the more difficult it may be to perform the error correction. For example, we or the biller may not have sufficient records or information available to us to investigate the error. If this is the case, you may need to demonstrate that an error has occurred, based on your own records, or liaise directly with the biller to correct the error.

Mistaken payments

24.2 If a BPAY payment is made to a person or for an amount, which is not in accordance with your instructions (if any), and your account was debited for the amount of that payment, we will credit that amount to your account. However, if you were responsible for a mistake resulting in that payment and we cannot recover the amount of that payment from the person who received it within 20 banking business days of us attempting to do so, you must pay us that amount.

Unauthorised payments

24.3 If a BPAY payment is made in accordance with a payment direction, which appeared to us to be from you or on your behalf but for which you did not give authority, we will credit your account with the amount of that unauthorised payment. However, you must pay us the amount of that unauthorised payment if:

(a) we cannot recover within 20 banking business days of us attempting to do so that amount from the person who received it; and

(b) you are liable for losses resulting from the unauthorised payment under 15.

If under 14 you are liable for only part of the losses, we will be liable to you for the difference between the amount for which you are liable and the amount of the unauthorised payment.

Fraudulent payments

24.4 If a BPAY payment is induced by the fraud of a person involved in the BPAY scheme, then that person should refund you the amount of the fraud-induced payment. However, if that person does not refund you the amount of the fraud-induced payment, you must bear the loss unless some other person involved in the BPAY scheme knew of the fraud or would have detected it with reasonable diligence, in which case that person must refund you the amount of the fraud-induced payment.

Resolution principles

24.5 If a BPAY payment you have made falls with the type described in 24.3 and also 24.2 or 24.4, then we will apply the principles stated in 24.3.

24.6 If a BPAY payment you have made falls within both the types described in 24.2 and 24.4, then we will apply the principles stated in 24.4.

Indemnity

24.7 You indemnify us against any loss or damage we may suffer due to any claim, demand or action of any kind brought against us arising directly or indirectly because you:

(a) Did not observe any of your obligations under these terms and conditions; or

(b) Acted negligently or fraudulently in connection with this agreement.

Biller consent

24.8 If you tell us that a BPAY payment made from your account is unauthorised, you must first give us your written consent addressed to the biller who received that BPAY payment, consenting to us obtaining from the biller information about your account with that biller or the BPAY payment, including your customer reference number and such information as we reasonably require to investigate the BPAY payment. If you do not give us that consent, the biller may not be permitted under law to disclose to us the information we need to investigate or rectify that BPAY payment.

25. Additional Privacy Notice in relation to BPAY

25.1 If you register for the Online Service Centre, you:

(a) agree to our disclosing to billers nominated by you and if necessary the entity operating the BPAY scheme (BPAY Pty Ltd) or any other participant in the BPAY scheme and any agent appointed by any of them from time to time, including Cardlink Services Limited, that provides the electronic systems needed to implement the BPAY scheme:

(i) Such of your personal information (for example your name, email address and the fact that you are our customer) as is necessary to facilitate your registration for or use of the BPAY scheme; and

(ii) Such of your transactional information as is necessary to process your BPAY payments. Your BPAY payments information will be disclosed by BPAY Pty Ltd, through its agent, to the biller's financial institution.

25.2 You must notify us, if any of your personal information changes and you consent to us disclosing your updated personal information to all other participants in the BPAY scheme referred to in 25.1, as necessary.

25.3 You can request access to your information held by BPAY Pty Ltd or its agent, Cardlink Services Limited at their contact details listed in the definitions 27.

25.4 If your personal information detailed above is not disclosed to BPAY Pty Ltd or its agent, it will not be possible to process your requested BPAY payment.

PART D: Pay My Account / Direct Debit Details

26. Pay My Account and Direct Debits

26.1 The Pay My Account facility is a Direct Debit Request. By using Pay My Account, you have authorised us to arrange for funds to be debited from your nominated account (in your sole name or jointly in your name and that of another person) with a third party financial institution.

26.2 Upon receipt of your instructions, we will take all reasonable steps to arrange for your financial institution to debit your account in accordance with your instructions provided to us. If you are uncertain as to when a debit payment will be processed, you should contact your financial institution for assistance.

26.3 To avoid late fees or collections activity, your Pay My Account payments should factor in processing times by your financial institution. Your payment due date is displayed on your monthly statement.

26.4 Use of the Pay My Account facility does not amount to acceptance by us of a payment arrangement or a waiver of a debt due.

26.5 We may vary any details of this agreement or the direct debit request at any time (including canceling it). We will give you notice in writing of any such change at least fourteen (14) days before the change takes effect.

Your Obligations

26.6 It is your responsibility to ensure that there are sufficient clear funds available in your account to allow a debit payment to be made in accordance with the direct debit request.

26.7 If there are insufficient clear funds in your account to meet a debit payment:

(a) you may be charged a fee and/or interest by your financial institution;

(b) you may also incur fees or charges imposed or incurred by us, and

(c) you must arrange for the debit payment to be made by another method or arrange for sufficient clear funds to be in your account by an agreed time so that we can process the debit payment.

26.8 You should check your account statement to verify that the amounts debited from your account are correct.

26.9 If we are liable to pay goods and services tax ("GST") on a supply made by us in connection with this agreement, then you agree to pay us on demand an amount equal to the consideration payable or the supply multiplied by the prevailing GST rate.

Disputes

26.10 If you believe that there has been an error in debiting your account, you should notify us immediately and seek assistance from your financial institution.

26.11 We will investigate and deal promptly and in good faith with any such query, claim or complaint. If your query, claim or complaint cannot be resolved to your satisfaction in that call, we will inform you at that time of the length of time which we estimate the investigation will take.

26.12 If we conclude as a result of our investigations that your account has not been incorrectly debited we will respond to your query by providing you with reasons and any evidence for this finding.

26.13 Any queries you may have about an error made in debiting your account should be directed to your financial institution which will obtain details from you of the disputed transaction and may lodge a claim on your behalf.

26.14 You should check:

(a) with your financial institution whether direct debiting is available from your account as direct debiting is not available on all accounts offered by financial institutions;

(b) that your account details which you have provided to us are correct by checking them against a recent account statement; and

(c) with your financial institution if you are uncertain about either of the above matters before completing the direct debit request.

Confidentiality

26.15 We will keep any information (including your account details) in your direct debit request confidential. We will make reasonable efforts to keep any such information that we have about you secure and to ensure that any of our employees or agents who have access to information about you do not make any unauthorized use, modification, reproduction or disclosure of that information.

26.16 We will only disclose information that we have about you:

(a) to the extent specifically required or authorised by law; or

(b) for the purposes of this agreement (including disclosing information in connection with any query or claim); or

(c) with your implied or express consent.

PART E: Definitions

27. List of definitions

27.1 Throughout these terms, the following meanings are given to these words unless the context requires:

  • Access Code means the personal identification number used in conjunction with the Mobile App.
  • Banking business day, business day - any day on which banks in Melbourne or Sydney are able to effect settlement through the Reserve Bank of Australia.
  • Biller - an organisation that tells you that you can make payments to it through the BPAY scheme.
  • BPAY payment - a payment, which you make or propose to make through the BPAY scheme to a biller.
  • BPAY Pty Ltd - BPAY Pty Ltd (ABN 69 079 137 518) of Level 7, 1 York St, Sydney NSW 2000. Privacy Officer: (02) 8252 0500 or email info@bpay.com.au.
  • BPAY scheme - the payments scheme described in 16.
  • Cardlink Services Limited - Cardlink Services Limited (ABN 60 003 311 644) of Level 4, 3 Rider Boulevard, Rhodes NSW 2138. Privacy and Security: (02) 9646-9222 or privacy@cardlink.com.au.
  • Debit payment - means a particular transaction where a debit is made.
  • Direct Debit Request means a request by you to us in accordance with these terms and conditions in which you authorise us to debit your account held at your financial institution.
  • EFT Transactions - has the same meaning set out in the terms and conditions applying to your account, except for the purposes of these terms and conditions, applies only to transactions completed through the Online Service Centre.
  • Fraudulent payment - see 24.
  • IMEI - International Mobile Station Equipment Identity.
  • Mistaken Payment - see 24.
  • Mobile App means any mobile software application made available by us for the access and operation of an account via the Apple App Store or the Google Play store.
  • Online Service Centre - the Internet based service provided by us that allow you to access your account as described in these terms and conditions.
  • Password - the password used to access the Online Service Centre, which may include a temporary password or other code that we have told you to keep secret.
  • Payment cut-off time - see 21.
  • Pay My Account means the online payment facility provided by us to enable you to make payments to your account via direct debit.
  • PIN - the personal identification number for use with the card in any electronic banking terminal (if your card has this facility).
  • SMS - the short message service protocol facilitated by telecommunications providers.
  • Unauthorised payment - see 24.
  • Unauthorised transaction - has the meaning set out in the terms and conditions that apply to your account, except for the purposes of these terms and conditions, applies only to transactions completed through the Online Service Centre. An unauthorised payment is a type of unauthorised transaction.
  • Us, we, our means Latitude Finance Australia ABN 42 008 583 588. Australian Credit Licence number 392145.
  • Username - means the username used to access the Online Service Centre.
  • Your financial institution - means the financial institution where you hold the account that you have authorised us to debit pursuant to your Pay My Account or Direct Debit request.

27.2 A word that is defined in the terms and conditions applying to the account have the same meaning in these terms unless the context requires or there is a separate definition in these terms.

Online Statements

The following terms and conditions apply if you chose to receive your statement of account electronically.

1. What changing your statement preference means

(a) That paper statements, as well as selected notices, will no longer be mailed

(b) You will not be charged a paper statement fee.

(c) An email reminder will be sent to your nominated email address when your online statement is available. However, we cannot guarantee delivery. Please note that your obligations to make payments on the account remain even if you do not receive your email reminder.

(d) You can view, print and save your online statement

(e) You may still occasionally receive a paper statement and certain notices in the mail but will not be charged a paper statement fee.

You need to ensure that your email address is kept up to date - if it changes, make sure you update it online.

2. When can you change your statement delivery preference?

Your statement delivery preference can be changed at any time - you'll be asked to set a preference upon initial access to your online account and this can be updated at any time through the Online Service Centre.

3. Who can change their statement delivery preference?

You can choose to stop receiving paper statements if you are:

(a) A primary cardholder of an eligible account; and

(b) A registered user of the Online Service Centre

If you are an additional cardholder you will not be able to change the primary cardholder's statement preference.

4. When will your online statement be available?

Your online statement will become available depending on the statement period for that account, as per your paper statement. The statement period for each nominated account is subject to the terms and conditions for that account.

When your statement becomes available for viewing online, you will be notified by email to your nominated email address. However, we cannot guarantee delivery. Please note that your obligations to make payments on the account remain even if you do not receive your email reminder.

5. Email addresses

At registration, you must provide a valid email address for delivery of email notifications of your online statement. You can change your nominated email address at any time through the online service.

You must keep your nominated email address current and active.

By choosing to receive online statements, you agree to:

(a) Check the status of your account regularly by logging in to the Online Service Centre - ensuring that you make your payments on time remains your responsibility.

(b) Check your emails regularly;

(c) Ensure your mailbox can receive notifications for example; it has sufficient storage space available;

(d) Ensure your mailbox junk mail and spam filters allow receipt of emails from 'latitudefinancial.com';

(e) Tell us if you are unable to access your email or the online service for any reason;

(f) Regularly check for delivery of your online statement regardless of whether or not you have received an email notification; and

(g) Take reasonable and appropriate security measures in relation to your computer.

6. Fees for online statements

Online statements are available to all customers free of charge.

By consenting to receiving your statements online - and stopping paper statements - you will not be charged the paper statement fee, which is applicable when a paper statement is printed.

From time to time, you may still receive paper-based communications, including statements. In these situations, you will not be charged the paper statement fee.

7. What happens if your online access is terminated for inactivity?

Your access to the Online Service Centre will be terminated if you do not access your online account for at least 12 months. In this case, you will start to receive paper statements again and you will be charged the paper statement fee.

In order to change your preference - and avoid the paper statement fee - you will need to register for the Online Service Centre again and set your statement preference to online.