Helping you through COVID-19

Now, more than ever, we're committed to putting people first.
Last updated 28 February 2022

COVID-19 Relief

We understand the ongoing impact that COVID-19 is having and how quickly the situation can change for our members. We appreciate that everyone’s circumstances are different, so we have a range of ongoing assistance measures that we can make available for an agreed amount of time.

If you are financially impacted by COVID-19 please reach out to us as soon as possible on 1800 222 030 (option 1). Our team will work quickly to assess your situation and advise how we can help. Alternatively you can apply for relief by completing the Hardship Relief Form. 

Latest news

We know the COVID-19 situation can change very quickly. Our management committee is meeting regularly and we're closely following advice from Australian Government agencies to ensure we are enacting best-practice measures.

It’s important that we are proactive in our response. We'll continue to work quickly to put required measures in place to protect the health of our staff and our members, and to maintain the vital services we provide. 

Special phone lines

To assist our most vulnerable customers, and those working on the front line, we've established special phone lines for seniors, emergency services workers and healthcare workers so that we can help them with their banking over the phone, in a fast-tracked way. 

To access these special phone lines, members must:

  • Hold a Pensioner Concession Card, Commonwealth Seniors Health Card, State Seniors Cards, or;
  • Be a healthcare and emergency services worker and hold an AHPRA card, or be able to provide proof of their workplace

Emergency Services and Healthcare Workers Hotline

07 4694 9007

Seniors Hotline

07 4694 9081 
Our response plan

Branch opening hours

8 February 2022

From 19 February, the following branches will reopen on Saturdays for "Sit Down Saturdays":

  • Coomera
  • Carindale
  • Chermside
  • Highfields
  • Maroochydore
  • Springfield

“Sit Down Saturdays” are an opportunity for members to visit a branch for consultations to discuss lending, investing, insurance, online services, and other general banking needs. No tellers will be available for cash transactions on Saturdays – these can be done at the branch Monday to Friday, or via a Smart ATM if available.

The following branches are also open on Saturdays with full branch services:

  • Castle Hill
  • Clifford Gardens
  • Grand Central
  • Kmart
  • Wilsonton 

Our Contact Centre is available to assist 24 hours a day, 7 days a week on 13 14 22. You can also access a range of services through Heritage Online and the Heritage Mobile Banking App. 

Visiting Heritage locations

In light of the ongoing challenges of COVID-19, it’s really important we work together by taking simple precautions to keep each other, and the wider community safe.

In line with Queensland and New South Wales Government requirements, it is now compulsory for COVID-19 check-in at all of our branches and offices, to assist with contract tracing. 

All visitors must check-in via the QR codes available. If you do not have a smartphone, please speak to one of our friendly Heritage team members who can assist with your check-in.

  • Please use our branch locator to find current branch trading hours
  • If you’re feeling unwell, we encourage you to stay home. Aside from visiting us in-branch, we offer a number of different ways to bank with us.
  • If you’re a customer or business partner who needs to organise a meeting with Heritage staff, we also offer the option of completing your enquiry via telephone or web meeting, rather than a face-to-face meeting.
  • If you are a supplier or contractor whose staff regularly attend a Heritage office location, we request you take appropriate steps to avoid or reduce the risk of exposure to yourself, our customers and staff.

Our response plan

As part of our regular business continuity planning, Heritage already has a well thought out Pandemic Management Plan in place. We activated a management committee in January 2020 to guide how we implement the measures in our plan.

We recognise that COVID-19 is an issue requiring proactive management, while also ensuring our response is measured and appropriate.

We’re closely following the advice from Australian Government agencies to ensure our actions are in line with the best practice medical advice.

Protecting the health and safety of staff, customers and everyone we come in contact with is of the utmost importance. We’ve introduced the following measures to keep people safe:

  • We’re urging everyone to practice good hygiene, and to stay away from work and seek medical advice if they feel sick, especially with flu-like symptoms.
  • Any staff who arrive home from travelling overseas must self- isolate themselves for 14 days.
  • If people have been in contact with a confirmed case of COVID-19, they must immediately isolate themselves and work from home for 14 days.
  • If people have been in close contact with someone suspected of having COVID-19, they should self-isolate and work from home for 14 days.

Practising good hygiene

Following correct hygiene practices is one of the best ways we can prevent the spread of COVID-19.
  • We have provided additional supplies of hand-sanitiser to all our locations and distributed information on best-practice hand-washing and hygiene practices.
  • We've provided our front line staff with well fitted gloves to protect them while handling money.
  • Staff have been asked to clean and wipe down hard surfaces every 30 minutes to prevent the virus from spreading.
  • We've placed markers on the floor of our branches near counters to help enforce distancing requirements. 
  • We're organising additional cleaning of branches and office locations, where possible.

Alternative working locations

We’re following advice from the health authorities for businesses to adopt the Social Distancing approach. This is a way to reduce the risk of contracting the virus and enhancing organisational resilience by limiting the concentration of staff members in the one location.
Many of our administrative staff have the capacity to work remotely and are doing so now. Our different departments are also fulfilling their normal business requirements with a mixture of staff working from their normal locations, working from home, or working out of alternative Heritage locations. 
We have steps in place to ensure our Branches remain open as usual and our Queensland-based Contact Centre will continue to be staffed 24/7.
More help during COVID-19
The Australian Government has additional support and payments for people and businesses affected by COVID-19 hotspots and restrictions. 
Ways to bank

Let's work together to stop the spread of COVID-19. 

While we would love to see you in our branches, we encourage you stay home if you're not feeling well or think you've been exposed to the virus.

If you do visit us, we ask you to follow all government protocols and adopt COVID-safe behaviour such as checking in, wearing a mask and social distancing. 

As an alternative to visiting a branch, we offer a wide range of alternative banking channels, including Heritage Online, our Mobile Banking App, and Phone Banking. If you would like to register for any of these services, give us a call and we can help you get started. Our Contact Centre is available 24/7. 

Banking Branchless
No matter where you’re located, we have banking solutions to help you including 24/7 service, online account opening, Bank@Post and much more.  
Support for business

SME Business Loans

We know many businesses have been impacted by COVID-19. That's why we took part in Phase 1 & 2 of the Coronavirus SME Guarantee Scheme. Under this Scheme, we assisted Small and Medium Businesses (SMEs) to obtain better access to credit to help them adapt to the new, COVID-safe economy and invest for the future. 

While our SME Support Loans are no longer available, we still have products and solutions to help your small or medium business. Visit our Business Loans section to learn more or get in touch with us to discuss your options with a Business Banking Specialist. 

COVID-19 information and support for business
Visit to find the latest COVID-19 government financial assistance and support for Australian businesses.
What's next

More information

If you would like more information about the COVID19 situation, visit the Australian Government Department of Health or World Health Organization websites.