Popular FAQs

Bank to bank transfer times can vary across financial institutions depending on the type of transfer you make.  

If you’re making a traditional inter-bank transfer it will take 1-3 business days. If you use NPP Faster Payments or a PayID it can be near real-time.

Transfer time into a Heritage Bank account

The fastest way to receive money into a Heritage Bank account from another financial institution is via NPP Faster Payments to a PayID or BSB and Account Number.

The New Payments Platform allows you to receive a faster payment from anyone whose financial institution is a participant and who has an eligible account. If you’re unsure if your sender can use this service, check for participating financial institutions on the NPP Website.  

Alternatively, your sender could use a traditional inter-bank transfer which will take 1-3 business days from any financial institution.

Transfer time from Heritage to another bank

From the Mobile Banking App

The fastest way to transfer money from Heritage Bank to another financial institution is using NPP Faster Payments on our Mobile Banking App.

If the account you’re sending money to is eligible to receive NPP Faster payments, then you will receive an option to make the payment ‘Within 2 hours’. If you can't see this option, then the account you are sending to is not eligible to receive an NPP transfer. The transfer must go as a traditional inter-bank transfer and it could take 1-3 business days.  

From Heritage Online

If you transfer money from Heritage Online on a desktop or mobile browser to another financial institution, it will take 1-3 business days to arrive.

Yes, we have mobile lending specialists available in selected areas to help with your home loan needs.

Mobile Lenders may be available for appointments in branch and at your home outside of hours across parts of Brisbane, Gold Coast, and Sydney.

Some branches are also open on Saturday mornings for your convenience.

Enquire online to get started or contact us 24/7 on 13 14 22.

Yes, you can open a joint account either online or by attending a branch.

A joint account is an account held in the name of more than one person. It is important to know that if you open a joint account with another person, you will both be liable for any money that is owing on the account. This means we can ask both of you, or one of you, for the whole of the amount owing. 

When opening the account we will ask you about how you wish to be able to withdraw funds from the joint account. This could be:

• an 'all to sign' basis - this means that all joint holders must sign to authorise a transaction, or
• a 'one to sign' basis - this means that one of the joint holders can sign to authorise a transaction

If you choose to have 'one to sign' - where one account holder can authorise a transaction, you can also have card access to the account.

Internet banking is also available, however there will be restrictions if the account requires both account holders to authorise changes.

You can ask us to change these arrangements at any time by contacting us and giving us new recognised instructions.

If one joint holder dies, the surviving joint account holders will automatically take the deceased joint holder's interest in the account (this may be different for business accounts).

It is important to read the terms and conditions of the account. This will further explain the important legal consequences of holding a joint account. 

When you submit your application for a new fixed rate home loan with Heritage, you can request to lock in a fixed interest rate and term. This is called a rate lock, or a Rate Guarantee.

You can request a Rate Guarantee up until you receive unconditional approval for your fixed rate home loan.

A Rate Guarantee can help reduce repayment uncertainty when you're applying for a fixed rate home loan. It allows you to 'lock in' a fixed interest rate and term until your home loan settles (for a maximum period of 90 days). When your fixed rate home loan with a Rate Guarantee settles, you will receive the lower of two interest rates: either the fixed rate on the day you submitted the Rate Guarantee OR the fixed rate on the day your loan settles.

A Rate Guarantee at Heritage attracts a fee of 0.15% of your approved basic loan amount. During your fixed rate home loan application, you will be given a Rate Guarantee Application and Acknowledgement form to complete to request the Rate Guarantee or not. The form includes the terms and conditions that apply to a Rate Guarantee.

If you choose not to request a Rate Guarantee, you will receive the fixed rate on the day your loan settles. This rate may be higher or lower than the fixed rate at application.

Ask your Lending Specialist about our Rate Guarantee option when you apply.

Special cheque clearance service is no longer available.

Standard cheque clearance is 7 days (AUD Cheque) as noted in the Guide to Heritage Deposit Products. If you'd like to check the estimated clearance time for your cheque deposit, you can call us 24/7 on 13 14 22.

We do not currently have the ability to provide direct bank feeds with QuickBooks.  

QuickBooks may consider Heritage for direct bank feeds in the future.

To check your account balance with Heritage Bank you can:

• Check your balance anytime day or night in Heritage Online, our Mobile Banking App or Phone Banking;
• Call us and request an account balance. If you can, have your member number (account number) at the ready; or
• Visit your local branch.

If you'd like to register for internet or phone banking, contact us on 13 14 22 or visit your local branch. 

Heritage Online

To perform a transfer to a new destination, simply enter the details of the new destination into the fields provided.

The system will automatically detect that it's a new payee and ask for the appropriate authentication. This will be either a Pay Anyone Password or a One Time Password depending on your settings.

Once the payee is added you can complete the transfer as normal. To learn more about transferring money in Heritage Online you can also watch this helpful how-to video or visit the Heritage Online Help Centre.

Mobile Banking App

Adding a new Heritage or inter-bank payee in our Mobile Banking App is easy. Make sure your device is authenticated before getting started.

1. Go to Move Money on the home screen or in the ☰ menu.
2. Select your from account.
3. Click on the Someone New button and select the type of payee you wish to add.
4. Input your payee's account details and check they are correct. Press continue. 
5. Complete the transfer as normal.

Apply for a Heritage home loan, personal loan or credit card in a way that suits you.

Face-to-face

Contact your local branch to make an appointment to talk to a Lending Specialist.

Virtual Appointment

Available for Home Loans. If you would like to conduct your appointment over a video conference let us know when you call your local branch. Our lenders have access to video conferencing technology so you can have the same experience of a face-to-face appointment, virtually! 

Online

Enquire for a credit card, home loan, personal loan or business loan online now. We’ll get back in touch with you as soon as possible to chat about your application and answer any questions you have.

Over the phone

You can start an application by calling us today on 13 14 22. We're available 24/7.

At Heritage we are always pleased to hear from our customers . People first means putting the needs of our customers first, and hearing what they have to say helps us to achieve this promise. You can make an enquiry or provide us with feedback such as compliments, observations or suggestions by calling 13 14 22, sending an email to info@heritage.com.au or visiting your local Heritage branch.

If you are unhappy with your Heritage experience, learn more about our Complaint Management Promise.

You can also call Heritage from overseas on +61 7 4694 9000. 

You can view more information on your accounts through the “I Need To…” and “I’d Like To…” panels in Heritage Online. These panels are located on the right hand of the screen and the options available change depending on your membership characteristics, and the page that you are viewing.

View Visa Authorisations (pledges)

Can be found in the “I’d Like To...” panel and will only appear if you are viewing transactions for an account for which this option is relevant. For example, if you view transactions for an account with a credit or debit card attached, the option to “View Visa Authorisations” will be visible.

What is a Visa Authorisation?

View Loan Details

Can be found in the “I’d Like To...” panel and will only appear if you are viewing transactions for an account for which this option is relevant. If you view transactions for any loan account, the option to “View loan/Line of Credit Details” will appear. In this menu you'll be able to see your loan information including payments in advance as at last repayment due date. 

It’s easy to change your preferences for communication from Heritage. We communicate with you in a number of different ways. 

Marketing & Special Offers 

From time to time, Heritage will send you emails, SMS or letters to keep you updated on your account, our products and any special offers. You can opt out of this communication at any time. Use the unsubscribe function, call us 24/7 on 13 14 22, speak to your local branch or write to us to update your preferences.

eStatements

You can register for and manage your eStatements preferences at any time.

Learn more.

Custom SMS & Email Alerts

You can nominate specific SMS or Email Alerts for your accounts, such as when your account balance drops below a certain amount or if you've received a payment. When one of your chosen Alerts is triggered, you'll receive real-time notification, to your mobile phone or inbox.

Learn more.

Automatic Security Alerts

To help keep your information and finances safe, you'll receive free security notifications from us for certain actions you perform in Heritage Online. You can request to have these turned off, but we recommend to leave these notifications on to help keep your accounts and personal details as safe as possible.

Learn more.

Social Media Advertising

We use social media to let our customers know about our products and any special offers. You can opt out of this communication at any time within your own social media account. When viewing the advertisement, go to the post menu and update your preferences to hide the ad.

Our Privacy Policy outlines how we deal with your personal information (including credit-related information), as well as our legal obligations and rights as to that information.

If you need to change the name on your Heritage account, please complete and return our Personal Change of Name Form. Our Personal Change of Name Form details the supporting documents that will be required to process the change.

If you require assistance with the change of name process or need to change the name on a Business or Association account, contact us 24/7 on 13 14 22.

Frequently Asked Question

How do I make a car insurance or home insurance claim?
If your motor insurance or home insurance policy is with Allianz through Heritage Bank and you need to make a claim, here's how.

Online, anytime

A convenient way to lodge a car or home insurance claim is via the Allianz online claim form. You can commence submitting your claim notification 24 hours a day, 7 days a week. Once it is lodged, a friendly Allianz claims consultant will contact you.

Benefits of online claims form

• Secure form
• No phone queues
• Immediate confirmation number for your reference

Over the phone - 24 hours a day, 7 days a week claims service

You can call Allianz Claims on 1300 555 030 and an Allianz consultant will help you commence the claims process.

For transaction, savings, term deposit, home loan and personal loan accounts, statements and eStatements will be automatically issued every 150 transactions or 6 months from your account opening date, whichever happens sooner. 

You can request to receive your statements or eStatements when it suits you – from daily frequency up to once every 6 months. For example, some customers choose to receive their account statements every 7 days or on the first working day of every month. Simply call us on 13 14 22 and ask us to update your statement frequency. 

Statement frequency and dates cannot be changed for these accounts:

• Visa Credit Card accounts
• Interest only loan accounts 
• Living Equity Line of Credit (no longer for sale)

If you'd like to deposit money into your Heritage account, you can do so at one of our branches or Smart ATM's.

Our branch locator online allows you to filter for ATM's in your area.

If an ATM is a Smart ATM that allows for cash deposits, 'Smart ATM' will be listed on the services of the location listing.

Note: Smart ATM's accept note and cheque deposits only. If you'd like to deposit coin you'll need to do this within branch hours.

Bank@Post

If you're unable to find a branch close by, you can also deposit cash using your card at your local Australia Post office using Bank@Post.

• Withdraw money
• Deposit cheques and/or cash
• Check your account balance

We’re committed to making sure our customers have the best experience possible. If you have any feedback for us relating to our services offered through Bank@Post, we would like to hear from you. - Complaints or Feedback, we want to hear from you | Heritage Bank

For information on the Customer Owned Banking Code of Practice visit: Code of Practice | Customer Owned Banking Association

To locate your closest Heritage branch and to find the services on offer, visit heritage.com.au/locations.

Alternatively, contact us 24/7 on 13 14 22.

Mistaken Interbank Transfer or BPAY®

If you’ve made a mistake with a money transfer get in touch with us as soon as possible on 13 14 22. Payments leave Heritage at different intervals throughout the day and we may be able to stop/reverse an Interbank or BPAY® transfer if the funds have not left Heritage. 

If we’re unable to reverse the transfer, we’ll request a trace and recall of the payment on your behalf. Timeframes will be in accordance with the ePayments code and may vary in exceptional circumstances. Our Guide to Heritage Deposit Products details this more.

Mistaken Fast Payment using Mobile Banking App (NPP)

If you made a mistake with an NPP Faster Payment in the Mobile Banking App, you may request for the funds to be returned by contacting Heritage, however there is no guarantee for their return.

If you have simply changed your mind about your transfer then the best option is to discuss the issue with the person you paid directly. For more information on the terms on mistaken NPP Faster Payments see the NPP Terms and Conditions. 

Our Queensland Based Contact Centre is available to answer your call 24 hours a day, 7 days a week on 13 14 22.

You can also call Heritage from overseas on +61 7 4694 9000. 

You can also get in contact with your local branch, and check their opening hours, using our branch locator tool. 

Heritage offers a full range of financial products.

• Home loans
• Personal loans
• Credit Cards
• Savings and transaction accounts
• Term deposits
• Business loans
• Business accounts
• Insurance through trusted providers

We also offer wide range of banking services that can help you access your money, in your way.

• Visa Debit Card
• Mobile Banking App
• Heritage Online
• Ways to pay
• Send money overseas
• Receive money from overseas
• Financial planning
• Business payment tools

We have branch locations throughout Queensland and NSW and our Contact Centre has a team available to assist you 24/7.

Talk to us today

At Heritage, your account number is your Member Number. This is provided to you when you join Heritage. 

Your member number is the same for all accounts you hold under one membership with Heritage. For example, if you hold a personal membership and a joint membership, these will have different member numbers.

You can view your account information when logged into the Heritage Mobile Banking App or Heritage Online.

If you're unable to login contact us for help 24/7 on 13 14 22.

What is my BSB?

Your BSB is different for each account type you hold with Heritage.

We assign a different six-digit BSB to each account type you can hold with us. 

For example, our Simply Access Transaction Account has the BSB 638-010 and our Online Saver Savings Account has the BSB 638-260.

When we process payments into or from your Heritage account, we use the BSB you nominated to debit or credit the correct account type under your membership. 

You can look up your BSB online or contact us for help 24/7 on 13 14 22.

Postal Address

The postal address for Heritage Bank is:

Heritage Bank
PO Box 190
TOOWOOMBA QLD 4350

Depending on the type of document you are sending us, you may be instructed to address your letter to a specific team or department. If you are unsure of the team or department your mail should be addressed to, you can contact us on 13 14 22. 

Head Office

The registered physical address for Heritage Bank is:

Heritage and People's Choice Limited
400 Ruthven St
Toowoomba QLD 4350

If you would like to receive money into a Heritage Bank account from overseas, please use our Inward Telegraphic Transfer service powered by Convera. 

Complete the online form available here to obtain payment instructions.

This service allows the remitter (sender) to transfer money from an overseas bank account to a Heritage Bank account in over 30 currencies. The remitter should send the funds in their own currency, and Convera will convert them into Australian Dollars before forwarding to Heritage for credit to your account. 

When you earn interest with Heritage Bank, we are required by the Australian Tax Office (ATO) to deduct withholding tax if:

• You have not provided us with a Tax File Number (TFN) or Australian Business Number (ABN)
• You have not provided a TFN exemption. Exemptions include certain Pensioners and most children under 16 years of age. It’s important to refer to the ATO guidelines for claiming an exemption as threshold limits apply.
• You are a Foreign Resident.

When you open an account, we will ask you whether you want to quote your TFN, ABN or exemption details. If you choose not to provide us these details, we’ll be required to withhold tax from your interest credits. This is detailed in our Guide to Deposit Products.

The money we withhold is paid to the ATO. If you wish to seek a refund, you must do so through your income tax return or with written application to the ATO. You can learn more about this on the ATO website.

To update your Tax File Number details, contact us 24/7 on 13 14 22.

To find the nearest Heritage Bank ATM to you, see our locations page.

If you bank with Heritage, you can get money out fee free at Heritage ATM's and big 4 Bank ATMs in Australia. The Big 4 Banks are ANZ, Westpac, NAB and Commonwealth Bank.

Remember, some ATMs may still charge fees so it's important to check the prompts on the ATM screen that will indicate if a fee is going to be charged. 

Do you need to deposit a large amount of coin into your Heritage account? We have coin counter machines to help you. Once your coin is counted, you’ll receive a receipt that must be taken to the counter so the value can be deposited into your selected Heritage account

This service is available to Heritage members only accessible during branch opening hours.

Our coin counters are located at the following selected branches across QLD and NSW:

Brisbane

• Brookside
• Carindale
• Chermside
• Forest Lake
• Garden City
• Loganholme
• Morayfield  
• Queen St

Darling Downs

• Clifford Gardens
• Grand Central
• Highfields
• The Range
• Wilsonton 
• Warwick

Gold Coast

• Beenleigh
• Coomera
• Helensvale
• Nerang
• Robina
• Runaway Bay
• The Pines

Lockyer Valley

• Gatton
• Ipswich
• Springfield

North Coast NSW

• Tweed Heads

Sunshine Coast

• Caloundra
• Maroochydore 
• Noosa

Western Sydney

• Castle Hill
• Parramatta

Find your nearest branch

Visit our branch locator to find your nearest branch. If the branch has a coin counter, this will be listed in the branch services.

Heritage Bank is an Australian customer-owned bank. This means we're owned by our customers, not shareholders. Instead of pursuing massive profits, our customer-owned status means we can focus on putting people first through award-winning service, great products, low fees and competitive interest rates. 

In March 2023, Heritage Bank entered a new phase in our history, by merging with People’s Choice Credit Union to create Australia’s leading member-owned banking organisation. While we have now come together as a single organisation, we will continue to operate under the Heritage Bank and People’s Choice brands for an interim period while we continue our integration process. After that, we will adopt a single new brand.   

Learn more about customer-owned banking.