Book a Branch Appointment
Overview
While many banking tasks can be handled online or through our mobile app, some services are best handled face to face at a branch. Booking an appointment in advance ensures that a specialist is available to assist you, reduces waiting times, and allows us to prepare any documentation needed for your visit. This guide explains the services available by appointment, how to book, and how to manage your bookings.
Services Available by Appointment
Branch appointments are recommended or required for the following services:
- Mortgage and home loan consultations -Discuss your borrowing options with a lending specialist.
- Business banking setup -Open a business account, discuss merchant services, or review business lending products.
- Estate planning and trust services -Meet with an adviser to set up or manage trusts, powers of attorney, or estate accounts.
- Safe deposit box access -Access your safe deposit box during branch operating hours.
- Complex transactions -Large cash withdrawals, foreign currency orders, or bank cheque requests.
- Identity verification -In-person ID verification required for certain account changes or regulatory compliance.
- Financial planning -Investment reviews, retirement planning, and wealth management consultations.
How to Book
You can schedule a branch appointment through any of these channels:
- Mobile Banking App -Open the app, tap "Appointments", select your preferred branch location, choose a date and time, and specify the service you need.
- Online Banking Portal -Log in and navigate to the Appointments section. Follow the booking wizard to select your branch, date, time, and service type.
- Phone -Call our customer service line during Mon-Fri 9:00 AM - 5:00 PM AEST and a representative will book the appointment on your behalf.
You will receive a confirmation via email and SMS with your appointment details, including the branch address and any documents you should bring.
Rescheduling and Cancellation
If your plans change, you can reschedule or cancel your appointment through the same channel you used to book. We recommend providing at least 24 hours notice so that the time slot can be made available to other customers. To reschedule:
- Open the mobile app or online banking and go to your upcoming appointments.
- Select the appointment you wish to change and choose a new date and time.
- Alternatively, call our customer service team for assistance.
Frequently Asked Questions
Q: Can I walk in without an appointment?
Yes, walk-ins are welcome for general banking services. However, specialist consultations such as mortgage or business banking meetings require an appointment to ensure the right adviser is available.
Q: How far in advance can I book?
Appointments can be booked up to 30 days in advance. We recommend booking at least 2 to 3 days ahead for specialist services to ensure availability.
Q: What should I bring to my appointment?
Your confirmation email will list any specific documents required. As a general rule, always bring a valid government-issued photo ID and any relevant account or reference numbers.
Important Information
Your account information is protected under regulations enforced by Australian Prudential Regulation Authority (APRA). Deposits are safeguarded by Financial Claims Scheme (FCS). For unresolved concerns, contact Australian Financial Complaints Authority (AFCA).
Need Help?
Our support team is available during Mon-Fri 9:00 AM - 5:00 PM AEST. For urgent matters outside business hours, please call our 24/7 line at 13 22 21.