Heritage responds to COVID-19

Last updated 15 April 2020

How we're responding

With the COVID-19 situation continuing to evolve in Australia, Heritage Bank has reacted quickly to put in place measures to protect the health of our staff and our members, and to maintain the vital services we provide. We've established a COVID-19 Relief Package to assist our members facing financial difficulties because of the current challenging circumstances.

We've also established special phone lines for Emergency Services and Healthcare Workers and Seniors so they can fast-track their banking needs.

Changes to branch trading hours

We want to make sure our staff and our customers remain safe and healthy in the current COVID-19 environment. With this in mind, we’ve made changes to the trading hours for some of our branches.  

Earlier opening times for vulnerable customers and essential workers

We are opening the doors earlier on weekdays at select branches for seniors, people with disability, essential, healthcare and emergency services workers. This is measure for those who need some extra help during this challenging time, so they can access our services with minimal delays.

The following branches will open earlier at 8am on weekdays:

  • Chermside
  • Clifford Gardens
  • Hervey Bay
  • Kingaroy
  • Kmart

Change to Saturday trading hours

In interest of the safety of our customers, staff and the wider community, we have decided to temporarily cease Saturday trade for most of our branches. However, the following branches will remain open on Saturdays:

  • Caloundra
  • Carindale
  • Castle Hill
  • Chermside
  • Clifford Gardens
  • Coomera
  • Garden City
  • Grand Central
  • Helensvale
  • Kmart
  • Morayfield
  • Northlakes
  • Parramatta
  • The Range
  • Wilsonton

Please use our branch locator to check individual branch trading hours.

We really appreciate your patience and support while we work through new ways of continuing to serve you.

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 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.

Visiting Heritage locations

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

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. We’ve also asked our different departments to look at how they could fulfil our 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.
COVID-19 Relief Package

We know many of our members have concerns about the impact of the current situation on their financial position, particularly where an economic downturn could affect their ability to meet mortgage commitments. This is why we've established a COVID-19 Relief Package and a dedicated team to assist you through this time.

Call 1300 726 100 to talk to us about the Relief Package.

Support for business

We know many small businesses have been impacted by COVID-19 and may need additional support during this difficult time. That’s why we’re now offering a new SME Support Business Loan of up to $250,000 that could help smaller businesses access the working capital they need to get through.  The loans are partially guaranteed by the Federal Government as part of its Coronavirus SME Guarantee Scheme
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 

Ways to bank

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

During this time, we strongly encourage you not to visit our branches unless it’s absolutely essential. Particularly if you're not feeling well or think you've been exposed to the virus. 

We offer a wide range of alternative banking channels, including our online banking service, our Mobile Banking App, and telephone banking. If you would like to register for these services, give us a call and we can help you get started.

What's next

The COVID-19 situation continues to change rapidly and we are taking it very seriously. Our management committee is meeting regularly and closely following the advice from Australian Government agencies to ensure we are enacting best-practice measures.

It’s important that we are proactive in our response and we are taking considered and appropriate actions. Working together is how we can best manage the situation on a calm and practical way.

More information

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