We know the COVID-19 situation can change very quickly in Australia. 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.
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 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:
Practising good hygiene
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.
Alternative working locations
Changes to branch trading hours
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:
The following branches are also open on Saturdays for non-cash enquiries:
Visit our branch locator to check individual branch trading hours.
15 February 2021: Changes to fee waivers
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:
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 1800 222 030 (option 1) and our team will work quickly to assess your situation and advise how we can help.
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.
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 9007
07 4694 9081
We know many businesses have been impacted by COVID-19 and may need additional support during this time. That's why we're taking part in Phase 2 of the Coronavirus SME Guarantee Scheme. Under this Scheme, we'll assist 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.
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.