How long will my bank to bank transfer take?
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.
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.
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.
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.
Can a Heritage loans officer come to my home?
Yes, we have mobile lending specialists available in selected areas to help with your home loan needs.
Some branches are also open on Saturday mornings for your convenience.
Can I request a rate lock when I apply for a Heritage Home loan?
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.
Does Heritage offer special clearance for cheques?
Special cheque clearance service is no longer available.
Standard cheque clearance is 3 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.
Does Heritage have direct bank feeds with QuickBooks?
We do not currently have the ability to provide direct bank feeds with QuickBooks.
We've reached out to QuickBooks and they've advised they are not currently working on, or building, any new direct bank feeds with any financial institutions as they are focusing on Open Banking.
QuickBooks may consider Heritage for direct bank feeds in the future.
How can I check my account balance?
To check your account balance with Heritage Bank you can:
If you'd like to register for internet or phone banking, contact us on 13 14 22 or visit your local branch.
How do I add a new payee (a new transfer destination)?
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.
Adding a new Heritage or inter-bank payee in our Mobile Banking App is easy. Make sure your device is authenticated before getting started.
How do I apply for a home loan, personal loan or credit card?
Apply for a Heritage home loan, personal loan or credit card in a way that suits you.
Contact your local branch to make an appointment to talk to a Lending Specialist.
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!
Over the phone
You can start an application by calling us today on 13 14 22. We're available 24/7.
How do I contact Heritage if I have a query, feedback or complaint?
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 email@example.com 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.
How do I view my Visa Authorisations or Payments in Advance?
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.
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.
How can I change how Heritage communicates with me?
It’s easy to change your preferences for communication from Heritage. We communicate with you in a number of different ways.
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.
You can register for and manage your eStatements preferences at any time.
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.
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.
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.
How do I change my account name?
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.
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.
Do what you reasonably can to prevent further loss, damage or liability.
Tell the police as soon as reasonably possible about any malicious damage, theft, attempted theft, burglary or loss of insured property.
Contact the Allianz Claims Call Centre on 1300 555 030 and advise the Claims Consultant of what has happened. The Claims Consultant will help you through the home and contents insurance claims process. You can also start your Allianz claim online.
In order to be sure that you are covered under this policy you should always contact Allianz for approval before you incur expenses you wish to claim. If you do not, Allianz will pay for expenses incurred to the amount Allianz would have authorised had you asked us first.
A convenient way to lodge a car insurance claim is via the Allianz online claim form. You can commence submitting your car insurance claim notification 24 hours a day, 7 days a week. Once it is lodged, a friendly Allianz claims consultant will contact you.
You can call Allianz Claims on 1300 555 030 and an Allianz consultant will help you commence the claims process.
How often are statements issued?
For transaction, savings, passbook, 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:
How can I deposit cash or a cheque into my Heritage account?
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.
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.
Where is my local Heritage Bank branch?
I’ve made a mistake with my money transfer. How do I reverse it?
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.
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.
What are the operating hours for the Contact Centre?
What products does Heritage offer?
Heritage offers a full range of financial products.
We also offer wide range of banking services that can help you access your money, in your way.
We have branch locations throughout Queensland and NSW and our Contact Centre has a team available to assist you 24/7.
What is my account number?
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.
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.
What is the address for Heritage Bank?
The postal address for Heritage Bank is:
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.
The registered physical address for Heritage Bank is:
Heritage and People's Choice Limited
400 Ruthven St
Toowoomba QLD 4350
What is the SWIFT code for Heritage Bank?
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.
What is withholding tax?
When you earn interest with Heritage Bank, we are required by the Australian Tax Office (ATO) to deduct withholding tax if:
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.
Where is the closest ATM?
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.
Where is the closest coin deposit machine?
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:
Visit our branch locator to find your nearest branch. If the branch has a coin counter, this will be listed in the branch services.
Who owns Heritage Bank Australia?
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.
A complete range of how to's and step-by-step guides to help you with your internet banking at Heritage.