We're here to help
at every step

Need some help?

Here are some of the most common questions we receive.

• How can I become a BankVic member?

  BankVic membership is open to police, emergency and health workers, government department employees, and immediate family of current members. You can join online here.

• Where can I find my member number?

  You can find your member number on your statement or on the welcome email you received when you first joined BankVic. If you can't find it, you can call us on 13 63 73.

• How can I change my internet banking password? 

  If you know your password: 

  1. Log into internet banking. 
  2. Go to Settings.
  3. Click Change password. 
  4. Click Get SMS. 
  5. Enter the One Time Password from the SMS message. 
  6. Type in the new password that you would like to select where indicated. 
  7. Click Save. 

  If you’ve forgotten your password: 

  1. On the internet banking login page, click Forgot your password? 
  2. Enter your member number, date of birth, and the text from the image below the date of birth field.  
  3. This will generate a text message containing a One Time Password to the mobile phone number linked to your account. Enter the One Time Password where indicated. You should never share a One Time Password with anyone, including BankVic staff.  

  If you don’t have a mobile number linked to your account, you’ll need to call 13 63 73.  

• How can I change my BankVic app PIN?
  1. On the app login page, tap Forgot PIN.
  2. Tap Let’s get started.
  3. Enter your member number and internet banking password.
  4. Tap Continue.
  5. You'll then be prompted to set a new PIN.
• How do I register for internet banking?

  Register for internet banking by calling us on 13 63 73 option 3 (8am-6pm, Monday to Friday).

• How can I check my account balance?

  In the BankVic app:

  • Tap Accounts at the bottom left of the screen.
  • Scroll up to see the balance on your account/s.

  In internet banking:

  • When you log into internet banking, you’ll see your account/s and balance on the main page.
• Where can I find my BSB and account number? 

  The BankVic BSB is 704-230.

  You can see your account number:

  • In the BankVic app, under Accounts. The account number is the 9-digit number next to the BSB number.
  • In internet banking, click Accounts, then BSB Information. 
• Is there a daily transfer limit?

  Yes. You can find transaction limits for all payment types by clicking DAILY LIMIT.

  Daily limit
• How do I lock my card? 

  Using the BankVic app:

  1. Tap Cards at the bottom right.
  2. Select the card that's been lost or stolen. Swipe left on the card to find the relevant card.
  3. Tap Lock card under the card.

  To unlock your card, simply tap Unlock Card.

• How can I update my contact details?

  You can update your home, postal and email address in internet banking:

  In internet banking:

  1. Go to Settings.
  2. Click Update My Contact Details.
  3. Update the contact details required.
  4. Click Update to submit the change/s.

  To update your title or phone number, call 13 63 73 or visit a branch.  

  BankVic branches
• How do I report my card as lost or stolen?

  During our business hours you can call 13 63 73.

  Outside of business hours:

  • From within Australia, you can call the 24-Hour Visa Emergency Hotline on 1800 621 199.  
  • From overseas, you can call +61 2 9959 7686 or +1 303 967 1096 (free call).

  Please note that Visa will not call you from these numbers. If you do receive a call with any of these numbers displayed as the caller:

  1. Lock your card via the BankVic app immediately.
  2. Call us on 13 63 73.

  Using the BankVic app:  

  1. Tap Cards at the bottom right.
  2. Select the card that’s been lost or stolen.  
  3. Tap Need help with your card?
  4. Choose the relevant option from lost, stolen, or damaged. 
  5. You can choose to order a new card when you cancel the lost or stolen card.

  New cards will be delivered in 5-7 business days. 

• How can I access funds while waiting for a new card?

  If you had your digital wallet set up before reporting the card as lost or stolen, you'll still be able to use it.  

  You can also transfer funds to other accounts using internet banking or the BankVic app.  

• Should I notify BankVic if I’m going to use my card/s overseas? 

  Yes. You can let us know by completing 'Overseas travel notification' form.

  Overseas travel notification form
• How can I send and receive money internationally? 

  BankVic has partnered with Send Payments to provide you with a safe, fast and easy way to send and receive money around the world at competitive exchange rates. You’ll need to set up a Send account to use their international money transfer services.

  Get started
• How can I verify my card to use in a digital wallet?

  For security purposes, when a new card is added to a digital wallet, we'll ask you to complete a verification check before it can be used. We'll either:

  • Send a one-time password to the mobile phone number you have registered with us.
  • Ask you to call us on 13 63 73 during our business hours (Monday to Friday, 8am-6pm), and answer some security questions.

DOWNLOADABLE RESOURCES

Forms & Documents

• BankVic membership
  Membership and account opening online formMembership and account opening PDF formDOWNLOADYouth membership & Account Opening FormDOWNLOADPrivacy PolicyDOWNLOADPrivacy NoticeDOWNLOADList of people Authorised to certify copies of documentsDOWNLOADMember identification PDF 334.20 KBDOWNLOADSignature card PDF 140.41 KBDOWNLOADSignature and share card PDF 80.66 KBDOWNLOADSwitch of regular payments arrangements & notice of variation of account details PDF 712.31 KBDOWNLOADForeign Tax InformationDOWNLOADUnclaimed Monies Refund Request For PDF 204.72 KBDOWNLOADName Disclosure Form PDF 169.12 KBDOWNLOADShareholder membership PDF 153.26 KBDOWNLOADCertificationDOWNLOAD
• Home & Personal Loans
  Home & Investment Loans Application FormDOWNLOADPersonal / Car Loan and Credit Card Application FormDOWNLOAD
• Savings & Investment accounts
  New individual or joint account / Visa debit card / Add authorised signatory PDF 171.56 KBDOWNLOADStudent/apprentice fee-free registration PDF 113.24 KBDOWNLOADSMSF Saver - individual as trustee DOWNLOADSMSF Saver - company as trusteeDOWNLOADClub subscriptions (bulk) PDF 127.56 KBDOWNLOADTerm depositDOWNLOADEarly/part redemption of term deposit PDF 134.56 KBDOWNLOADMaturity advice PDF 85.12 KBDOWNLOADTrust or trading account PDF 570.22 KBDOWNLOADUnincorporated depositors/updated signatories/account operation PDF 183.05 KBDOWNLOADTransaction dispute formDOWNLOADRevocation of Joint Account Form PDF 255.53 KBDOWNLOADBank@Post QR code request online form
• Retirement Savings
  SMSF Saver - individual as trustee PDF 300.14 KBDOWNLOADSMSF Saver - company as trustee PDF 321.72 KBDOWNLOADEarly release of RSA benefits - severe financial hardship PDF 486.42 KBDOWNLOAD
• Credit cards
  Personal / Car Loan and Credit Card Application FormDOWNLOADVisa credit card additional cardholder/balance transfer requestDOWNLOADCredit limit decrease or cancellationDOWNLOADTransaction dispute formDOWNLOADComplimentary International Travel Insurance Policy Information Booklet 299.00 KBDOWNLOADQantas Frequent Flyer Member Number Form
• Terms and Conditions
  BankVic Terms & Conditions DOWNLOADBankVic Financial Services Guide DOWNLOADBankVic Credit GuideDOWNLOADBankVic Fees & ChargesDOWNLOADHome Loan Terms & Conditions 171.15 KBDOWNLOADBankVic Credit Cards, Conditions of UseDOWNLOADQantas Rewards Terms & Conditions 68.55 KBDOWNLOADPersonal Loan Terms & Conditions 79.20 KBDOWNLOAD
• Product Disclosure Statements
  BankVic Home & Contents Insurance PDSDOWNLOADHome Building KFSDOWNLOADHome Contents KFSDOWNLOADBankVic Landlord Insurance PDSDOWNLOADLandlord Building KFSDOWNLOADLandlord Contents KFSDOWNLOADBankVic Motor Insurance PDSDOWNLOADBankVic Caravan & Trailer Insurance PDSDOWNLOADBoat Insurance PDSDOWNLOADVAU Income Protection Insurance Scheme PDSDOWNLOADAEAWA Income Protection PDSDOWNLOADCGU Travel Insurance PDS (no longer for sale)DOWNLOADCGU Home First Choice Insurance PDS (no longer for sale)DOWNLOADCGU Home Fundamentals Insurance PDS (no longer for sale)DOWNLOADCGU Landlord Insurance PDS (no longer for sale)DOWNLOADCGU Motor Vehicle Insurance PDS (no longer for sale)DOWNLOADCGU Caravan & Trailer Insurance PDS (no longer for sale)DOWNLOADCGU Boat Insurance PDS (no longer for sale)DOWNLOADCGU Motorcycle insurance PDS (no longer for sale)DOWNLOADRSA Product Information Sheet (no longer for sale)DOWNLOAD
• Target Market Determinations
  Everyday Account TMD 193.41 KBDOWNLOADLow Rate Visa TMD 186.65 KBDOWNLOADGold Visa TMD DOWNLOADQantas Visa TMD 516.57 KBDOWNLOADPersonal Loan TMD 191.84 KBDOWNLOADCar Loan TMD 193.24 KBDOWNLOADLittle Copper Club Account TMD 194.79 KBDOWNLOADEasyInvest TMD 219.32 KBDOWNLOADBonus Saver TMD 362.33 KBDOWNLOADPension Plus TMD 191.09 KBDOWNLOADSMSF Saver TMD 191.09 KBDOWNLOADTerm Deposit TMD 241.00 KBDOWNLOAD12 Month Income Term Deposit TMD 255.93 KBDOWNLOADVariable Rate Home Loan TMD 320.84 KBDOWNLOADVariable Rate Investor Property Loan TMD 390.93 KBDOWNLOADPolice Variable Rate Home Loan TMD 207.02 KBDOWNLOADPolice Variable Rate Investor Property Loan TMD 197.23 KBDOWNLOADFixed Rate Home Loan TMD 249.41 KBDOWNLOADOffset Variable Home Loan TMDDOWNLOADOffset Variable Investor Property Loan TMDDOWNLOADOffset Police Variable Home Loan TMDDOWNLOADOffset Police Investor Property Loan TMDDOWNLOAD
• Other guides and information
  Financial hardship assistance application form PDF 300.90 KBDOWNLOADComplaints and Dispute Resolution Member PolicyDOWNLOADBankVic Telegraphic Transfers PDF 89.06 KBDOWNLOADCo-Borrower InformationDOWNLOADInformation Statement for Credit Contracts - Form 5DOWNLOAD
• Overseas travel notification online form

  It's advisable for you to complete our Overseas travel notification online form with details of your travel plans. This assists us when monitoring accounts for potentially fraudulent transactions and we can determine for security reasons, whether or not to restrict your card. We can sometimes also provide tips specific to your destination, such as the use of ATMs in Bali.

  Overseas travel notification form

OUR LOCATIONS

Branches & ATMs

• City West Branch

  Open 9:30am-4pm, Monday to Friday.
  
  278 Spencer Street, Melbourne VIC 3000

  Open in Google Maps

  Book appointment
• Glen Waverley Branch

  Open 9:30am-4pm, Monday to Friday.
  
  Brandon Business Park, Building 4, 540 Springvale Road, Glen Waverley VIC 3150

  Open in Google Maps

  Book appointment
• Monash Medical Centre Branch

  Open 9:30am-4pm, Monday to Friday.

  Monash Medical Centre, Level 2, 246 Clayton Rd, Clayton VIC 3168 (Opposite Henry & Co Cafe)

  Open in Google Maps

  Book Appointment
• Victoria Police Centre Branch (only accessible by members of Victoria Police)

  Open 9:30am-4pm, Monday to Friday.

  Tower 1
  Level 24, 311 Spencer St, Docklands VIC 3008

  Book appointment
• Victoria Police Centre ATM – Level 7 Degani’s Café (only accessible by members of Victoria Police)

  Open in Google Maps

• Victoria Police Academy ATM (only accessible by members of Victoria Police)

  Open in Google Maps

• City West Police Complex ATM

  Open in Google Maps