Heritage responds to COVID-19

The Queensland Government has imposed a three-day lockdown of Greater Brisbane from 5pm AEST on 29 March 2021.

As an essential service, Heritage Bank branches in these areas will remain open. For your wellbeing and that of our staff, we encourage you to visit a branch only if it's essential. 

Don't forget, you can access most of your banking branchless using  Heritage Online, our Mobile Banking App and Heritage Access Line. Our Contact Centre is also here to help on 13 14 22 or via live chat. 

Please follow Government and health advice and do your bit to keep everyone in our community safe and well.

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 start guiding 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.

• 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.

We’re asking our customers, contractors, suppliers and business partners to take simple precautions to help us reduce any risk of spreading COVID-19.

• During this time, we’re asking customers not to visit our branches unless absolutely essential. Our customers are encouraged to continue their banking online or via phone instead. We've put signs in place at our branches to share this message.
• If customers or business partners need to organise a meeting with Heritage staff, we’re offering them the option of completing their 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’re requesting they take appropriate steps to avoid or reduce the risk of exposure to themselves, our customers and staff

Heritage has decided to end the fee waivers we introduced last year as part of our package of COVID hardship relief measures. Heritage has been waiving or refunding the following fees for all customers with lending products since the initial COVID outbreak hit in March last year:

• Default Fee (lending products)
• Late payment fee (credit cards)
• Cheque Dishonour Fee (on line of credit and overdraft facilities)
• Direct Debit Dishonour Fee (on line of credit, overdraft facilities and credit cards)
• Over Limit Fee (Business credit card)
• Overdraft Reference Fee (on line of credit and overdraft facilities)

The COVID fee waiver was a temporary measure designed to give people a helping hand to cope with the initial shock of COVID. Now that the need for urgent initial assistance is over, we will be returning to our normal fee structure. The fee waiver will end effective from 15 February, 2021.

Importantly, if you're experiencing financial hardship as a result of COVID and need support, we have a range of assistance measures that are still available. Reach out to us on 1300 726 100 and our team will work quickly to assess your situation and advise how we can help.

In interest of the safety of our customers, staff and the wider community, we have temporarily ceased Saturday trade for most of our branches. Additionally, all Heritage branches are closing 30 minutes earlier Monday – Friday so they can be thoroughly cleaned.

The following branches are still open on Saturdays:

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

The following branches are also open on Saturdays for non-cash enquiries:

• Maroochydore
• Coomera
• HIghfields

Visit our branch locator to check individual branch trading hours.