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.
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.
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:
Emergency Services and Healthcare Workers Hotline
|07 4694 9081|
Branch opening hours
From 19 February, the following branches will reopen on Saturdays for "Sit Down Saturdays":
“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:
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.
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:
Practising good hygiene
Alternative working locations
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.
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.