Heritage announces new hotlines for seniors, emergency services and healthcare workers

1 April 2020

Seniors, emergency services workers and healthcare workers will be able to bypass queues thanks to special phone hotlines announced today by Heritage Bank to fast-track their banking needs.

CEO Peter Lock said Heritage had set up two direct phone lines – one for seniors, and one for emergency services and health workers – to provide immediate access to help for customers in these categories.

Mr Lock said Heritage recognised the special needs of these customers in the current COVID-19 situation. 

 “As more social distancing restrictions are introduced, we understand that many more people are looking to contact us via phone right now.

“Our teams are working hard to help our members as fast as we can.  And while we already have a dedicated COVID-19 relief package hotline in place, we also recognise the additional challenges faced by our most vulnerable members, and those on the frontline.

“Older people are at greater risk of more serious illness with COVID-19 and have been told to avoid going out as much as possible. 

“At the same time, our older customers are more likely to want to come into a branch to do their banking.

“We know our older customers may need a little extra help in transitioning to digital channels, so we’re giving them a direct phone line they can ring to get extra support.

“Meanwhile, we also recognise that emergency services and healthcare workers simply don’t have the luxury of working from home, and are flat out in the front line helping us fight against COVID-19.

“We are proud of their efforts and we are providing another separate dedicated hotline for them so they can get the banking support they need without delays, and continue their important role in protecting the community.” 

To access these specialist hotlines, 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 

Learn more about our response to the COVID-19 situation here. 



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