ANZ SAVINGS & TRANSACTION
PRODUCTSTERMS AND CONDITIONSEFFECTIVE | MAY 2018
TIMOR-LESTE EDITION

Note: This document has been prepared in Portuguese and English. In case of divergence between the
two languages, the English version shall prevail to the extent of divergence.

ABOUT THIS BOOKLET
You must read this booklet along with the ‘ANZ Personal
Banking Account Fees and Charges’ booklet. Together they
form your terms and conditions for the products and services
listed on the next page.
If you require a copy of the ‘ANZ Personal Banking AccountFees and Charges’ booklet, please call +670 3306100 or visit
one of our branches.
HOW TO USE THIS BOOKLET
Below you will see the list of products and services that theterms and conditions in this booklet cover and over the pageare detailed contents, including page references.
This booklet outlines areas such as opening and using ANZ
accounts, specific product terms and conditions and how tocontact us (at the back of this booklet).
GENERAL ENQUIRIES
If you have any general enquiries about this booklet, or theterms and conditions contained within it, or simply need more
information about any ANZ account, please ask at any ANZ
branch or phone us on +670 3306100 (8am to 5pm, Mon - Fri).
This booklet contains terms and conditions for the following
products and services:•
Term Deposit Products•Children’s Savings Account “Ha’u-nia Futuru”•
Savings Account•Cheque Account•Access Account•Standing Orders
You agree and acknowledge that only the English language
will be used by you and ANZ to issue instructions, makecommunications and request operations via ANZ Internet
Banking Application or electronic terminals in respect of the
products and services the subject of these terms andconditions

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CONTENTS
Introduction
Read your product terms and conditions		
Applying these terms and conditions			
Accepting these terms and conditions			
Definitions
Error or dispute resolution procedure			
Notices and agreements
Section 1: How to open an ANZ account		
1.1 Identification					1.2 Government charges				
1.3 Joint accounts				
1.4 Trust accounts					1.5     Term Deposit
1.6 Lawful purpose				1.7 Non residents					1.8     Children’s Savings Account “Ha’u-nia Futuru”
Section 2: Using an ANZ account			
2.1 Authority to use an account			
2.2     Deposits
2.3 Currency					2.4 Cheques					2.5 Withdrawing or transferring money		
2.6     Stopping or altering payments for Standing Orders
2.7 Processing withdrawals and deposits		
2.8 Payment procedures and insufficient funds		
2.9 Changes to fees, charges, interest rates and theseTerms and Conditions				2.10 Amounts owing				2.11 Interest
2.12 Providing credit				2.13  Statements and Notices
2.14 Privacy and confidentiality			2.15 Inactive accounts				2.16  Disruption to service

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2.17  Solving problems
2.18 Indemnity
2.19 Anti-money laundering and sanctions		
2.20 Authority to withhold on payments tonon-compliant customers			
2.21  Supplemental terms and conditions
relating to Renminbi accounts and services		
2.22  Supplemental     terms     and     conditions              relating to Children’s Savings Account “Ha’u-nia          Futuru”
Section 3: Electronic Banking Conditions of Use
3.1 Electronic Banking Conditions of Use		
3.2 Transaction limits
3.3 Processing instructions - general			
3.4 Processing date
3.5 Lost or stolen cards, Password or PIN		
3.6 Lost and stolen card and PIN –while overseas		
3.7 Cancellation of cards or electronic access		
3.8 Withdrawal of electronic access			
3.9 Your responsibility regarding your
ANZ Card and PIN
3.10 Unauthorised transactions			
3.11 Equipment malfunction				3.12 Changes to the Electronic Banking
Conditions of Use				3.13 Card validity and expiry				3.14 Changes to transactions made throughelectronic terminals				3.15 Printed transaction records			
3.16 Third party services				3.17 General
3.18  EFTPOS
Section 4: Other things you need to know		
4.1 Change of name and address			
4.2    Our right to combine accounts and block access
4.3 Closing your ANZ account			Section 5: Bank fees and charges			
Section 6: Contact us

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INTRODUCTION
In these Terms and Conditions, ‘we’, ‘us’, ‘our’ and ‘ANZ’ refer toAustralia and New Zealand Banking Group Limited ABN 11 005
357 522.
Read your product terms and conditions
You should read all relevant terms and conditions you havereceived and ask us about any issues that concern you.
If you have any questions or need more information about any
ANZ account, ask at any ANZ branch or phone +670 3306100(available from 8:00am to 5:00pm on ANZ working days).
APPLYING THESE TERMS AND CONDITIONS
If you are opening a new account, these Terms and Conditions
will apply immediately.
Other terms and conditions, including those implied by law,also apply. To the extent permitted by law, these Terms andConditions shall prevail in the event of any inconsistency.
If the law implies terms and conditions which cannot be
excluded, ANZ’s liability under those implied terms andconditions will be limited to the maximum extent permitted
by law.
Part or all of any provisions of these Terms and Conditions thatare illegal or unenforceable may be severed from these Terms
and Conditions and the remaining provisions of these Terms
and Conditions remain in force.
ACCEPTING THESE TERMS AND CONDITIONS
You are deemed to accept these Terms and Conditions on
the earlier of the date on which you first use your accountor the date on which you otherwise accept these Terms andConditions in a manner advised by ANZ from time to time.

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DEFINITIONS
The following definitions apply unless otherwise stated:“account” means an account to which these Terms andConditions apply, being those listed on the front cover of thisbooklet, and include those which can be operated by an ANZ
Card and PIN issued by ANZ where the account holder has
nominated for use in this way.
“account holder” means the person or persons in whosename the account has been opened and who is responsible forthe account under the relevant account signature mandate. If
there is more than one account holder, then “account holder”
means all of them and each of them individually.
“ANZ” means Australia and New Zealand Banking Group
Limited (ABN 11 005 357 522) and its transferees, successors
and assigns.
“ANZ Card” means a card issued by ANZ to you which can beused to operate an account at an electronic terminal in TimorLeste.
“ANZ Group Member” means ANZ and each of its branches,
representative offices, regional offices, subsidiaries, affiliates,
related entities, employees, officers and agents, in any country.
“ANZ working day” means any day from Monday to Friday on
which ANZ is open for business in at least one of its branchlocations in Timor-Leste.
“ATM” means automated teller machine.
“authorised operator” means the person or persons who are
authorised to operate the account under the relevant accountsignature mandate.
“Electronic Banking Conditions of Use” means Section 3 ofthese Terms and Conditions.
“electronic terminal” means any terminal or device in whichan ANZ Card and PIN issued by ANZ to you can be used andauthorised by ANZ for such use.
This includes:••

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any of ANZ’s branch teller terminals;
any of ANZ’s automatic teller machines;•••

automatic teller machines (ATMs) of other selectedbanks and financial institutions;Electronic Funds Transfer at Point of Sale (EFTPOS)
terminals;
any other authorised terminal or device connected
to ANZ’s electronic banking system from time totime.

“law” means any law, legislation, regulation, proclamation,
ordinance, by-law, rule, instrument, official directive, ruling,
circular, code of practice, code of conduct, prudential
requirement or licensing requirement, in any country.
“merchant” means a provider of goods or services who has anelectronic terminal.
“Monthly Account Service Fee” means a set fee charged
monthly for ANZ to manage and maintain your account.
“PIN” means Personal Identification Number – that is, thecode of numbers or letters issued with an ANZ Card by ANZ to
operate an account through electronic terminals.
“Terms and Conditions” means the Terms and Conditions
contained in this booklet.
“writing” means a physical document, and where it conveys
an authority must be signed by you or your legally authorised
representative.
“you” or “your” means as the context requires, the accountholder or authorised operator and where applicable alsomeans the account holder or authorised operator who
has been issued with an ANZ Card by ANZ at the accountholder’s request, to operate an account.

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ERROR OR DISPUTE RESOLUTION PROCEDURE
If you believe that an error has occurred in any transaction,
the account holder should contact ANZ promptly on thetelephone numbers listed at the back of this booklet or byvisiting your nearest ANZ branch.
To assist with ANZ’s investigations, you will need to provide thefollowing information:•
your name, address, card number and accountdetails;•
details of the transaction in question; and•the amount of the suspected error or disputed
transaction.
If you inform ANZ verbally, ANZ may require you to send thecomplaint or enquiry to ANZ in writing within 10 days.
NOTICES AND AGREEMENTS
Unless ANZ agrees otherwise:•
all nominations made and notices given by you
under or in relation to your account or these Terms
and Conditions must be in writing and received by
ANZ to be valid;•
any agreement between ANZ and you under or in
relation to these Terms and Conditions must be inwriting to be valid; and•any fax indemnity and email indemnity on terms
acceptable to ANZ must be signed to be valid.

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SECTION 1: HOW TO OPEN AN ANZ ACCOUNTANZ shall have the sole discretion as to the opening of any
account.
1.1

Identification
Under Timor-Leste law, we must verify the identity of
all account holders, and anyone authorised to act for 		
them. For us to do this, account holders and anyone 		authorised to act for them must satisfactorily meet ANZ’s
Customer Identification Process.
One of the documents provided must include yourphotograph and signature. If you want more informationon the documents you can use as proof of your identity,
please ask a member of staff at any ANZ branch. If you
want to open an account and you have completed 		the identification process with ANZ previously, you willneed to tell us the account number of your ANZ
account and the name of the branch where 		
identification was presented.

1.2

Government charges
All government charges, duties, taxes, levies or 		
obligations whatsoever charged or falling due inconnection with the operation of your account are 		debited from your account and shown on your accountstatement.

1.3

Joint accounts
Where your account is held jointly with one or more 		
persons, the following shall apply:• ANZ can provide account statements, notices,
correspondence and other documents to any one of
the account holders (whether by sending them by post,or by collection from ANZ’s branch or otherwise under
special agreement with ANZ);
if ANZ provides an account statement, a notice,correspondence or any document to any one of thejoint account holders, it will be considered to have been
received by all account holders; andif an account holder dies, ANZ will treat the balanceof the account as owned by the surviving accountholder(s), unless the law provides otherwise.

•

•

1.4

Trust accounts
Trust accounts can be opened on request where one
or more persons opens an account in which they are
named as trustee for another person(s).

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1.5

Term Deposit
ANZ Term Deposits will be opened within 1 ANZ
working days from the date of receipt of your written
instruction to ANZ. ANZ Term Deposits shall have aminimum amount and minimum period which ANZ maychange from time to time without prior notice.
For each ANZ Term Deposit placed with ANZ, a Term
Deposit Certificate will be issued stating the principal
amount deposited, maturity date, annual interest
rate, interest payment frequency and interest payment
method.
Unless ANZ receives written instruction from you 5 ANZ
working days upon the maturity of each ANZ Term
Deposit period, the principal amount and interest earned
for the ANZ Term Deposit period shall be successively
rolled over for the same period at ANZ’s prevailinginterest rate.

1.6

Lawful purpose
You must not use the account for any unlawful purpose,including the purchase of goods or services prohibitedby the laws of the jurisdiction you are in.

1.7

Non residents
Where you transact or open an account in a jurisdiction
where you are not a resident, you may be exposed toadditional risk. For example, the jurisdiction may besubject to rules which may offer different or diminishedinvestor protection than in your country of residence.
Your local regulatory authority will also be unable tocompel the enforcement of local rules in otherjurisdictions where your transactions have beeneffected. Before you transact or open an account inanother jurisdiction, you should familiarise yourself withany applicable laws in that particular jurisdiction, andconsult with your own professional advisers as may benecessary.
Different jurisdictions may also decide to impose
exchange controls or other limitations or restrictions.
		

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1.8

Children’s Savings Account “Ha’u-nia Futuru”
A Children’s Savings Account “Ha’u-nia Futuru” can be
opened on request for Timor Leste citizens under the 		
age of 17 years. Only one (1) of these accounts per
child may be opened. The identification required to open
this account must include the child’s original birthcertificate, and the parent or legal guardian’s original 		Identity Card for citizens of Timor Leste.

SECTION 2: USING AN ANZ ACCOUNT
2.1

Authority to use an accountAt the time of opening your account, the account holder
must nominate the person(s) who are authorised tooperate the account. Except where expressly agreed
otherwise by ANZ, ANZ can act at all times on the basisthat the authorised operator or operators can act fullyand effectively in all dealings, matters and transactions(including withdrawals) in respect of the account.
The account holder is liable to ANZ for all liability that isincurred as a result of operations on the account. If theaccount holder holds the account jointly with one ormore other persons then each of you is jointly andseverally liable to ANZ for all operations on the account.
If the account holder wishes to alter the accountauthorization instructions, then the account holder must
notify ANZ in writing.
ANZ may refuse to open an account or accept anomination if the account holder or any authorised
operator do not comply with the law and ANZ’srequirements for identification and verification of
account holders and authorised operators.

2.2

Deposits
Unless stated otherwise, you may deposit amounts into
your account in the following ways:• by arranging to have your salary or other income(such as a government allowance or pension) paid
direct to your account;• in person at any ANZ branch, agency or selected
EFTPOS merchants;• at any ANZ ATM (cash machine) which accepts
deposits, if you have an ANZ card for your account;• by arranging an electronic credit via anotherfinancial institution; or11•at another bank (please note that the other bank
may charge a fee for this service).

ANZ may accept for credit into your account (unlessotherwise advised by ANZ), cheques, drafts, promissory
notes, bills of exchange, postal money orders and anyother instruments as ANZ may determine from time totime (Instruments).
All non-electronic deposits must be accompanied by awritten instruction.
You must endorse and otherwise ensure that therequired particulars are included on the Instrument andthe written instruction prior to making a deposit with
ANZ. ANZ is not bound to fill in any particulars whichhave been omitted by you, and shall not be liable forany incorrect deposits made as a result of your failure
to check and complete all required particulars on theInstrument and/or the written instruction.
ANZ may refuse to accept any deposits to your accountif ANZ is unable to satisfy itself as to the origin offunds. Any deposits refused by ANZ will be returned tothe depositor or the remitting financial institution as
determined by ANZ.
2.3

Currency
With respect to accounts denominated in local currency:• You may request withdrawals denominated in
specific currencies, but ANZ reserves the right tomake payment in the currency in which the relevant
account was opened. Payments by ANZ may bemade by cheque, credited to an account or asotherwise agreed.
• Every payment received for an account in a currency
other than the currency in which the account isdenominated may be converted by ANZ at such rateof exchange as it determines into the currency of
the account for credit to such account and you shallbear the cost of such conversion.
• ANZ may execute currency exchange transactions
on your behalf. Unless otherwise agreed, theexchange rate applicable shall be determined by
ANZ.

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With respect to foreign currency accounts, you
acknowledge that the operation of such account andclearing of cheques will be subject to any relevant rules
applicable to ANZ in respect of the foreign currency. Allsuch foreign currency cheques and monetary
instruments are accepted at the discretion of ANZ and
are credited subject to being paid. ANZ shall have no
obligation to either accept deposits or effect payments
in cash in such foreign currency notwithstanding thefact that you may have such a foreign currency
account. Any foreign exchange loss or other charges or
expenses incurred by ANZ in making payments inforeign currency shall be borne by you.
In addition to the above, you agree, confirm andacknowledge that:
•

•

•
•

Where any deposit is at any time at your request
converted into another currency other than thecurrency of the original deposit, the value of thedeposit credited into the account may diminish as aresult of foreign exchange fluctuations.
Any increase or decrease in the value of the deposits
as a result of fluctuations in the exchange rateaffecting such currency will be solely on youraccount and risk.
You are fully aware of and understand the inherent
risks in a foreign exchange transaction.
You have not received and/or relied on any
representation, warranty, undertaking or informationfrom ANZ and/or any of ANZ’s officers or employees
in respect of such risks.

If the country of origin of any currency restricts theavailability, credit or transfers of any funds in thatcurrency, ANZ has no obligation to pay, from any
account, such funds in that currency. ANZ may (but shallnot be obliged to) discharge its obligations with respect
to such funds by paying to you, at any time (if applicable,
whether before or after maturity), such funds in any othercurrency at any exchange rate and in any manner as ANZ
may determine in its absolute discretion. You agree thatsuch payment shall constitute good, valid and complete
discharge of ANZ’s obligation to you with respect to suchfunds.
Proceeds of any cash withdrawal may be available inforeign currency notes only if such notes are available
within ANZ and ANZ has sufficient foreign currency notes
for the purposes of meeting cash withdrawals fromaccounts, having regard to all other requirements andbusinesses of ANZ.

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2.4

Cheques

Deposits other than cash, such as cheques and other paper
Instruments will not be credited to your account until they
are cleared.
When you pay a cheque into an account, ANZ may in its
discretion allow you to draw on the cheque before it has
cleared. However, your account will be charged an honour fee
for transactions that are paid against uncleared funds.
What if your cheque is dishonoured?
We may charge you a dishonour fee. We will also take theamount of the cheque from your account.
When might a cheque be dishonoured or payment
refused?
At ANZ’s discretion, ANZ may dishonour or refuse payment ofa cheque in various circumstances.
This includes, but is not limited to the following:
•
•
•
•
•
•
•
•

•
•
•

if there are insufficient funds in the account of thedrawer;if the cheque is incorrectly completed or unsigned;
if the cheque is more than 6 months old;
if the cheque is future dated;
if the cheque has been materially altered and thealteration has not been signed;
if there is legal impediment to payment;
if the cheque has been stopped;
if the signature on the cheque does not match thespecimen signature recorded in your account details
with ANZ;ANZ suspects the cheque is forged;
ANZ suspects you of being fraudulent or engaging ininappropriate behaviour; or
the paying bank has been notified of the mental
capacity, bankruptcy or death of the drawer.

What if a cheque or my cheque book is lost or
stolen?
You should keep your cheques and cheque book safe at
all times.
If a cheque is lost or stolen, you must do the following:• if a cheque made payable to you is lost or stolen, youmust tell the person who wrote the cheque;

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if a cheque you have written is lost or stolen, youmust ask us to stop the cheque and you must tell the
person to whom the cheque is payable; andif your ANZ cheque book is lost or stolen, tell us to
put a stop on the cheques in that cheque book. if
you then find the cheques, you cannot use them
until you have given us written authorisation.
If you don’t notify us as soon as possible, that yourcheque book has been lost or stolen, you may
be liable for transactions incurred by you before
you notify us, even if they are made without yourauthority.

‘Crossed’ cheques
A cheque with two parallel lines across it is a ‘crossed
cheque’. A crossed cheque must be paid into an accountwith a bank or other financial institution.
It cannot be cashed.
‘Not negotiable’ cheques
If the words ‘not negotiable’ are written between the 		
two parallel lines on a crossed cheque, this protects
the true owner of a cheque that is lost or stolen bymaking sure that the recipient of a cheque obtains nobetter rights to the cheque than the person who passed
the cheque.
For example, if your cheque has been stolen and thethief passes it on to an innocent person, you will beable to recover the amount paid on your cheque fromthe innocent person (or the thief if they are found). Thisis because the thief had no right to the cheque and so
passed no rights to it on to the innocent person.
‘Account payee only’
If you write these words on a cheque, you are directing
the bank collecting the cheque to pay the cheque into
the account of the person named on the cheque only.
‘Or bearer’ and ‘or order’If the words ‘or bearer’ are on a cheque, a bank may pay
the cheque to anyone who has it, not only the person
it is made payable to. If you delete these words, thecheque becomes an ‘or order’ cheque. With an ‘or order’cheque, if the payee wants to transfer it to anotherperson, they must first sign the back of the cheque.

15Cashing a chequeIf you, as the drawer, want to cash a ‘crossed’ or ‘notnegotiable’ cheque at your branch, always write ‘Please
pay cash’ instead of a name at the top of the cheque,and sign in full underneath (do not just write yourinitials). You also need to sign in full in the space for yoursignature.
If you want to cash a cheque at another branch, you willneed to provide two forms of identification:• one form must be photo ID, such as your driver’s
license; and• one can be your ANZ card linked to your account.
Cheques made payable to someone else
If you try to pay in or cash a cheque that is, or appears tobe, made payable to, or belong to someone else, we may
refuse to accept that cheque, refuse to cash that chequeor set some conditions that you must meet before we
accept it.
Stopping a cheque
Provided that a cheque has not been presented for
payment, you may stop a cheque that you have written
by telling ANZ the following:• amount of the cheque;• number and date of the cheque; and• name of the payee.
ANZ may charge a stop payment fee. If you have losta cheque you received from someone else, notify that
person so they may stop the cheque.
Tips for cheque security• don’t leave gaps between words;• when writing out the amount in words, start as
close as possible to the left-hand side and write ‘only’
at the end of the amount;• when writing out the amount in figures, start as
close as possible to the dollar sign;• never write out a cheque in pencil, or in ink that canbe erased (rubbed out);• do not sign a cheque until it is all filled out;
• always write the amount in words as well as figures;and• check your bank statements regularly to make surethe amounts taken from your account agree with theamounts shown on the cheque book stubs.

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Bank chequesBank cheques are cheques instructing payment from thebank itself rather than from a customer’s account.
They are designed to provide an alternative to carrying
large amounts of cash when personal cheques will not
be accepted. Bank cheques are usually asked for because
there is less chance of them not being honoured.
However, bank cheques should not be considered to bean equivalent to cash.
As an ANZ account holder, you can buy a bank chequefor a fee. We can dishonour a bank cheque if:• the bank cheque is forged or counterfeit;• the bank cheque has been altered;• fraud or another crime has been committed;• we have been told that the bank cheque has been
lost or stolen;• there is a court order restraining us from paying abank cheque;• we have not received the fee or value for the bankcheque; or• the bank cheque is presented by a person who is notentitled to the cheque proceeds.
If a bank cheque we have issued is lost or stolen, we will,in certain circumstances, provide a replacement chequefor a fee. We may also require you to sign an indemnity
form.
2.5

Withdrawing or transferring money
ANZ Term Deposits have specific terms and conditions
for withdrawing or transferring money.
If we let you withdraw some or all of your money early,
or if we close your Term Deposit, the returns that you get
will be reduced:• We’ll only pay interest at the agreed rate on any
amount left in your Term Deposit.
• We’ll reduce the agreed interest rate we pay you by
3% per annum, to a minimum of 0% per annum,on the withdrawn amount, or if we close your Term
Deposit. We’ll only pay that interest for the time
your money was invested, up to and including the
day before the money was withdrawn or your Term
Deposit was closed.
• We will pay the reduced interest at the frequency
we agreed when your Term Deposit was opened. If
you withdraw all the money in your Term Deposit

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early or if we close your Term Deposit, we’ll pay the
reduced interest then.
• If we’ve already paid you interest at the agreed
interest rate and on the original amount you
invested, we’ll deduct any extra interest we’ve paidyou. We will deduct this extra interest from theamount of your early withdrawal, or when we close
your Term Deposit.
• We won’t refund you any tax or government
charges that we’ve already deducted from the extrainterest amount. You may be able to claim theseback from the Tax Office.
• We can set a minimum amount for an early
withdrawal which will be notified to you when yourTerm Deposit is opened or rolled over. For partial
withdrawals, your Term Deposit will also still need tomeet any minimum or maximum deposit amounts
we set when your Term Deposit is opened or rolled
over.
The specific fees and charges are stated in ANZ’s
brochure which is subject to change from time to time.
Unless noted otherwise, you may withdraw money fromyour account, as long as enough funds are available, inthe following ways:• over the counter at any ANZ branch;• by cheque, if you have a cheque book for youraccount;• if you have an ANZ card linked to your account:- over the counter at an ANZ branch;- at an ATM which accepts the card; and- through an EFTPOS terminal.
• by arranging an electronic debit, for example arecurring transaction or standing order to be paid
directly from your account.
2.6

Stopping or altering payments for Standing Orders
A Standing Order is a debit from your ANZ account,which you instruct ANZ to make to the account ofanother person or business or to yourself between ANZ
accounts in your name.
If the Standing Order facilities are available to youraccount, you can:• arrange for a Standing Order to be stopped if you
notify ANZ in writing before the payment is due tobe made;

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•

arrange for payment of a Standing Order to bealtered if you notify ANZ in writing at least two (2)ANZ working days before the payment is made; orcancel a Standing Order facility at any time bynotifying ANZ in writing.

ANZ may charge you a fee for altering or cancelling aStanding Order.
Speed is important
You may notify us of your request to stop a Standing
Order by visiting an ANZ branch.
2.7 Processing withdrawals and deposits
Generally, any withdrawal, deposit or transfer made on
your ANZ account will be processed to your account on
the same day provided that it is made before:•

12pm Monday to Friday (excluding public holidays).

Any transaction made after this cut-off time may beprocessed on the following ANZ working day.
If a Standing Order is due to be paid on, or on the day
after a non ANZ working day, the payment will be madeon the preceding ANZ working day, unless the payment
falls on the first day of the month, or unless you ask us tomake the payment on a different date.
If you make a deposit at another bank or financial
institution, there may be a delay of several days before
that amount is shown in your account.
You will have to pay a Standing Order non-payment fee
if you have authorised a Standing Order that we cannot
pay from your account because there are insufficient
cleared funds available in your account.
2.8 Payment procedures and insufficient funds
ANZ reserves the right to pay transactions presented
for payment in any order that ANZ chooses. Where thetransactions presented for payment exceeds the funds
available for payment in the account, ANZ has discretionas to whether or not it will pay the funds. ANZ will notpartially pay a payment.

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2.9

Changes to fees, charges, interest rates and these 		Terms and Conditions
You agree that:• ANZ may in its discretion at any time amend theseTerms and Conditions, the fees and charges and theinterest rates applicable to your account; and• any amendment of these Terms and Conditions, thefees and charges and/or the interest rates
applicable to your account, will apply immediately
after you receive, or are deemed under these Terms
and Conditions to have received notice of them.
You agree that to the extent permitted by law, ANZ
may notify you of changes to your account, fees,
charges, interest rates or these Terms and Conditions
by notice displayed:• in any of ANZ’s branches;• on ANZ’s website; or• by advertisement in major daily or national
newspapers.
You will be deemed to have received the notice
immediately after any such display or advertisement, 30
days after which the changes shall be deemed to havebeen accepted.

2.10 Amounts owing
You agree that ANZ may debit directly from your accountany amount that you owe to ANZ, including but notlimited to, interest, discount rates, handling commissions,guarantee fees, transfer fees, administration fees andother expenses.
2.11 Interest
ANZ shall pay interest on the account in accordance with
its prevailing rates and in accordance with its standard
procedures from time to time. You can get details of
current interest rates applicable to your account fromyour nearest ANZ branch.
ANZ Term Deposits have specific terms relating tointerest as stated in your Term Deposit Certificate.

202.12 Providing credit
In the absence of any express agreement between ANZ
and yourself to provide credit in respect of your ANZ
account (for example through an overdraft facility), andyou request a withdrawal or payment from your accountwhich would overdraw your account, ANZ may, in its
discretion, allow the withdrawal or payment to be madeon the following terms:• interest will be calculated daily on the overdrawn
amount and charged to your ANZ account on
the last ANZ working day of each month at theoverdrawn account interest rate applicable anddetermined by ANZ at the time in which you
overdraw your account;• an overdrawn account fee may be charged for ANZ
agreeing to honour the transaction which resulted in
the overdrawn amount;• the overdrawn amount, any interest on thatamount and the overdrawn account fee will bedebited to your account; and• you must repay the overdrawn amount and pay
any accrued interest on that amount and theoverdrawn account fee within 30 days or upon
demand by ANZ, whichever is earlier.
2.13 Statements and Notices
Account statements will be available for all accounts
except for ANZ Term Deposits. Account statements for
ANZ Term Deposits will only be available at the end of
the term.
Account statements for all accounts listed at the front of
this booklet, except for ANZ Term Deposits, will be issued
by ANZ to you on a daily, fortnightly or monthly basis aselected by you.
You agree that any statements issued by ANZ to you
other than for regular account statements, such as
multiple statements, duplicate copies of statements,
instant statement or prior statements or otherwise aresubject to a fee.
Account statements will need to be collected at thebranch when available.
For all other correspondences, notices and otherdocuments which ANZ must inform you in writing, ANZ
will, at its own discretion, mail, fax or email them to youat the address, facsimile number or email address that21

you have advised ANZ at the account opening process.
You will be deemed to have received the accountstatements and other correspondences from ANZ:
• in the case of delivery by post, on the date two (2)ANZ working days after posting;• in the case of facsimile, on the day of dispatch; and• in the case of email, on the day of dispatch.
If you think there are mistakes or unauthorised or
disputed withdrawals or payments shown on yourstatement, contact us as soon as possible. Details of our
dispute resolution procedures are set out in section 2.17.
2.14 Privacy and confidentiality
When you deal with ANZ, we may collect and use someof your information, including details about yourtransactions, your financial conditions, your relationshipwith us and/or your facility/ies (collectively referred to as
information). We explain below when and how we may
collect, use and disclose your information.
(1) Collection of information
ANZ may use and disclose the information we collectabout you for the following purposes:(a) to provide information about a product or service;(b) to consider your request for a product or service;(c) to provide you with a product or service;(d) to tell you about other products or services;(e) to perform internal administrative, operational andtechnology tasks (including technology
infrastructure maintenance and support,
application maintenance and support, risk
management, systems development and testing,credit scoring, staff training and market, customer
satisfaction research and business continuity
management);(f ) to prevent or investigate any fraud, unlawful activity
or misconduct (or suspected fraud, unlawful activity
or misconduct);(g) as may be required under laws and/or byagreements with government agencies or revenue
authorities, whether inside or outside of the country
where your facility/ies is provided and held with us,
to make inquiries about your tax status; and(h) as required by relevant laws and external payment

22

systems, whether inside of outside of the country
where your facility/ies is provided and held with us.
(2) Disclosure of information by ANZ
By applying for and/or continuing to use the facility/ies
provided by us, you acknowledge and agree that any
information that ANZ has collected or will collect from orabout you from time to time may be disclosed to and/orcollected, held, processed, stored in electronic or virtual
data storage, or used, in whole or in part, in any country
by the following persons:(a) any ANZ Group Member;(b) any outsourced provider, contractors, agents,
auditors and advisers which ANZ or any ANZ Group
Member engages to carry out or assist with its
banking functions and activities (for example mailinghouses, credit reporting or debt collection agencies);(c) regulatory bodies, government agencies, revenue
authorities, law enforcement bodies and courts,
whether inside or outside of the country where yourfacility/ies is provided and held with us, for the
purposes of complying with any law and/or
disclosure obligations we may have under anagreement with such bodies, whether the disclosure
is made directly or through any ANZ Group Member;(d) other parties ANZ Group Members are authorised or
required by law to disclose information to;(e) participants in the payments system (including
payment organisations and merchants) and otherfinancial institutions (for example banks);(f )   insurers and reinsurers;(g) your representative (for example your legal
adviser, mortgage broker, attorney or executor);(h) any person, which in ANZ’s view, the disclosure isnecessary or desirable for the purpose ofallowing us to perform our duties and to exercise
our powers and rights under this agreement; or(i) any person with your prior written consent.
2.15 Inactive accounts
Dormant Account: If your account has a credit balanceand you have not operated your account for twelve(12) months, your account will be deemed by ANZ as adormant account. An initial dormant account fee will bechargedin the first month in which your ANZ account is dormant.
A further monthly dormant account fee will also apply

23thereafter and will be debited from your ANZ account at
the end of each calendar month if your account has notbeen reactivated.
Unclaimed Monies: If your account has a credit balanceand you do not operate your account for 7 years andyour money has not been claimed by you or your legal
representative within that period, ANZ will notify you in
writing that it will close the account. If you do notrespond in accordance with the notification within
30 days of receipt of the notification, we will close theaccount and have the funds held in an internal accountuntil such time when a claim is made for the money tobe refunded. You also authorise us to otherwise deal
with such unclaimed money’s as required by law.
2.16 Disruption to service
A ‘disruption’ is where a service is temporarily unavailable
or where a system or equipment fails to function ina normal or satisfactory manner. ANZ will correct any
incorrect entry which is made in your account as a resultof a disruption and will adjust any fees or charges whichhave been applied as a result of that incorrect entry.
To the maximum extent permitted by law, ANZ will not
be liable for any loss or damage, including consequential
loss or damage, suffered because of a disruption.
This disclaimer is in addition to, and does not restrict,
any other provisions contained in these Terms andConditions which limit ANZ’s liability.
2.17 Solving problems
Step 1 Customer Service area
Our customer service and sales team is your first point ofcontact for raising concerns or providing feedback.
Talk to our staff at your local ANZ Branch and they will dotheir best to help resolve any issues you may have.
• Call our Branch on +670 3306100 (8:00am to 5:00pm
Monday to Friday).
Step 2 ANZ’s Customer Advocate
If you are not satisfied with the resolution offered by our
Branch staff, you can have your complaint reviewed by
ANZ’s Customer advocate who provides a free,independent review to reach a resolution that is fair toyou and ANZ.

24

Contact details:
Manager Customer Advocacy
Mail: Timor Plaza, 3rd Floor, Presidente Nicolao Lobato
Dili Timor Leste
Phone: +670 3306100
Email: anztimorleste@ANZ.com
2.18 Indemnity
Each account holder and person authorised by anaccount holder, discharges and indemnifies us fromand against all actions, proceedings, accounts, claims,
demands, losses and damages arising from or in any way
relating to us in good faith:• acting on instructions received by mail orelectronic means (whether by facsimile, telephone,Internet, ATM or EFTPOS) which are, or are purported
to be, given or signed by the account holder, theadviser, an authorised representative, an authoriseduser or an authorised third party signatory or, in thecase of joint account holders, by any of them; and• releasing information about you or the accountto anyone who is, or appears to be, authorised toreceive that information (including any authorised
representative or third party signatory appointed by
the account holder).
2.19 Anti-money laundering and sanctions(1) You agree that ANZ may delay, block or refuse toprocess any transaction without incurring any
liability if we suspect or have reasonable grounds tosuspect that:(a)the transaction may breach any law;(b)
the transaction involves or may involve
any person (natural, corporate,
governmental, trust, partnership or any
other person) that is itself sanctioned oris connected, directly or indirectly, to any
person that is sanctioned under economic
and trade sanctions imposed by any
supra-national organization, official body,the United States, the United Nations, theEuropean Union or any country; or(c)the transaction may directly or indirectly
involve the proceeds of, or be applied
for the purposes of, conduct which isunlawful in any country.

25

(2) You must provide all information to ANZ which
we reasonably require in order to manage ourmoney- laundering, terrorism-financing or economic
and trade sanctions risk and to comply with any laws
in relation to these.
(3) Unless you have disclosed that you are acting ina trustee capacity or on behalf of another party, youwarrant that you are acting on your own behalf inentering into these Terms and Conditions. If you areacting on behalf of another party (such as a trustee),you agree to provide the details of the beneficial
owner of the funds to ANZ, as may be required by
ANZ from time to time.
(4) You declare and undertake to ANZ that theprocessing of any transaction by ANZ in accordancewith your instructions will not breach any laws.
2.20

Authority to withhold on payments to noncompliant customers
ANZ may be required to make a deduction orwithholding on payments to certain accountholders, and pass such amounts to a local or foreign
government agency or revenue authority, by any law,legislation, regulation, order or notice of any court or
government body in force in any other jurisdictionthat applies to ANZ or its Group Members or underan agreement which ANZ or its Group Members has
signed with a local or foreign government agency orrevenue authority. Where this is required:(a)
you agree that ANZ will make suchdeduction or withholding in such mannerand in the minimum amount required;and(b)
ANZ will notify you that the deduction orwithholding has been made or (asapplicable) any appropriate payment paid
to the relevant government agency orrevenue authority.

2.21

Supplemental terms and conditions relating toRenminbi accounts and services
Renminbi currency risk
(1) Renminbi (“RMB”) is subject to exchange rate risk
and is currently not freely convertible. Fluctuations in
exchange rates could adversely impact the amount26

of interest earned (if any) on RMB accounts. Provisionof Renminbi conversion and other services throughor by banks in Timor-Leste is subject to the relevant
regulatory and other policy requirements andrestrictions applicable to Renminbi related activities
and services (as may be changed from time totime). Any withdrawal from a Renminbi account(unless transferred to another Renminbi account)shall be by way of foreign exchange conversion into
local currency (or such other currency as agreed
to by ANZ) at ANZ’s prevailing exchange rate. If
any conversion of currency takes place, the returns
on the Renminbi account would depend on theprevailing exchange rate.
(2) ANZ may, at your request, agree to provide Renminbi
services to you on such terms and to such extent as
ANZ may decide from time to time. The provisionsof this clause 2.21 (“Supplemental Terms”) shallapply to such services. For the purposes of these
Supplemental Terms “RMB” means Renminbi thatis traded offshore and governed by the rules andregulations imposed by the Hong Kong Monetary
Authority (“HKMA”).
(3) In opening an RMB account with ANZ, you agree tobe bound by the Terms and Conditions includingthese Supplemental Terms (the Terms andConditions and the Supplemental Terms arecollectively the “RMB Terms and Conditions”). If
there is any inconsistency between the Terms
and Conditions and the Supplemental Terms, theSupplemental Terms shall prevail to the extent ofsuch inconsistency.
(4) All RMB services agreed to be provided by ANZ toyou (including but not limited to RMB exchange andremittance services) and the operation of any RMB
denominated account are subject to:(a)the RMB Terms and Conditions, and anyother specific terms and conditions
governing the relevant RMB accounts orservices (as amended from time to time);(b)the applicable laws, rules, regulations,policies and guidelines issued or imposedby any regulatory authority, government
agency, clearing or settlement bank or

27

(c)

agent, or professional body governing
RMB related activities and services fromtime to time (“Applicable Provisions”); andthe internal policy of ANZ at the materialtime.

(5) Without limiting the provisions of subsection (4) andin connection with any transactions denominatedin RMB cleared or settled through the RMB clearing
and settlement system established in Hong Kong
you acknowledge and agree that the operation of
the RMB clearing and settlement system will be
subject to:(a)any agreement for clearing and settlementof RMB in Hong Kong entered into
between ANZ and any clearing bankor agent as amended from time to time(“Settlement Agreement”);(b)
the Renminbi Clearing House Rules; and(c)the Renminbi Operating Procedures,(collectively the “Settlement Rules andRegulations”), as the same may be
modified from time to time.
(6) You acknowledge and agree that, if there is any
inconsistency between the RMB Terms andConditions, any internal policy of ANZ, the Applicable
Provisions and the provisions of the Settlement Rules
and Regulations, the order of priority for the purposeof construction is as follows:(a)the Settlement Rules and Regulations;(b)the Applicable Provisions;(c)the RMB Terms and Conditions and(d)any internal policy of ANZ.

28(7) You acknowledge and agree that, without prejudice
to sub-section (6), the HKMA shall not owe any duty
or incur any liability to you in respect of any claim,
loss, damage or expense (even if the HKMA knew orought reasonably to have known of your existence)of any kind or nature whatsoever arising in whatevermanner directly or indirectly from or as a result of:(a)anything done or omitted to be done by
the HKMA bona fide or by the settlement
institution of the RMB clearing andsettlement system, Hong Kong Interbank
Clearing Limited, any Member (as definedin the Renminbi Clearing House Rules)

(b)or any other person in the management,
operation or use of the Clearing House (asdefined in the Renminbi Clearing House
Rules) or the Clearing Facilities (as definedin the Renminbi Clearing House Rules) or
any part of them; and/or
by the giving of any consent, notice, advice
or approval in relation or pursuant to theRenminbi Clearing House Rules and theRenminbi Operating Procedures referred totherein (as the same may be modified fromtime to time).

(8) The RMB Terms and Conditions and information(including fees and charges) applicable to your RMB
account and services may be determined andamended by ANZ from time to time and are at all
times subject the Applicable Provisions and theSettlement Rules and Regulations (as amended fromtime to time).
(9) You acknowledge and agree that ANZ is entitled to:• revise, vary or amend the RMB Terms and Conditions
or introduce additional terms and conditions
applicable to your RMB account and services inaccordance with the notification methods prescribedin the Terms and Conditions in relation to additionalterms and amendments;• terminate or cancel any RMB account or services you
hold with ANZ and/or transfer or convert any
amount in your RMB account if ANZ determines in
its discretion that you do not, or have not, fulfilled
and complied with the Applicable Provisions, theSettlement Rules and Regulations and the RMB
Terms and Conditions applicable to RMB accounts
and services (as amended from time to time),
without prior notice to you; and• at its discretion, close any RMB account that you
hold with ANZ and either issue a bank cheque inlocal currency (or such other currency as determined
by ANZ) at ANZ’s prevailing exchange rate of theoutstanding balance or transfer the remainingbalance to another of your accounts with ANZ
without prior notice if a breach of the RMB Terms andConditions has occurred, or with at least 7 days priornotice (or such shorter notice as ANZ may determine29

in its discretion) to you if breach of the RMB Terms
and Conditions has not occurred;• (but is not obliged) reject to process or execute anytransaction instructions which may, in ANZ’s opinion,
constitutes a breach of any Applicable Provisions orother laws or regulations; and• to be fully authorised (but not obliged) to reject anyof your deposit/exchange/remittance orother transaction instructions if such transaction
is, in ANZ’s opinion, in violation of the Applicable
Provisions or the ANZ’s internal policies.
ANZ shall not be liable for any losses or otherconsequences arising from or suffered by you
as a result of any action taken by ANZ under thisprovision and is, unless otherwise specified, under noobligation to inform you prior to taking any such action.
(10) You acknowledge and agree that ANZ is entitled
to report and disclose all and any transactions andinformation relating to you, your RMB account and/or services to the relevant regulatory authorities,
government agencies, clearing or settlement banks
or agents, professional bodies as may be requiredby the Settlement Rules and Regulations or the
Applicable Provisions without prior notice to you.
(11) ANZ may from time to time refuse or terminate theprovision of any Services relating to your RMB
account to you (including without limitation to
decline any withdrawal or deposit in cash of any
amount from or to any of your RMB accounts, theremittance of RMB or the exchange of RMB into orfrom other currencies) without giving any reasons,and without notice if a breach of these RMB Terms
and Conditions has occurred, or with at least 7 days’
prior notice (or such shorter notice as the Bank may
determine in its discretion) to you if breach of these
RMB Terms and Conditions has not occurred.
(12) All RMB services (including but not limited to
exchange and remittance services) are subject tothe maximum amount per customer per day, or the
maximum amount per transaction requirements
imposed by ANZ from time to time in compliancewith the Settlement Rules and Regulations (ifapplicable), the Applicable Provisions and the30

RMB Terms and Conditions (as the same may be
modified or amended from time to time).
RMB savings and term deposits(13)You understand and agree that in order to open andmaintain a savings account or an ANZ Term Deposit
in RMB you must have a local currency account (orsuch other account as may be agreed to by ANZ)
other account as may be agreed to by ANZ) with
ANZ. Deposits into or withdrawals from your RMB
savings account or RMB ANZ Term Deposit can only
be made by funds transfer between your RMB
savings account or RMB ANZ Term Deposit and yourlocal currency account. Any such deposits orwithdrawals will be converted at ANZ’s prevailingexchange rate. The exchange rate may be the spotrate.
(14)Where ANZ is unable to provide a firm exchange ratequotation, ANZ shall effect the transaction on thebasis of a provisional exchange rate which shall be
subject to adjustment when the actual exchange rateis ascertained and any resultant difference shall bedebited/credited (as the case may be) to you throughyour local currency account or any account you havewith ANZ or by such other means as determined by
ANZ.
(15)Deposit placement into any RMB account shall bevalued and effected on or around 2 Business Days
after the date the placement instruction is received
by ANZ or such other date as determined by ANZ
from time to time. For withdrawal from any RMB ANZ
Term Deposit prior to maturity date, proceeds of the
ANZ RMB Term Deposit shall be valued and releasedon or around 2 Business Days after the date thewithdrawal instruction is received by ANZ or suchother date as determined by ANZ from time to time.
Any change of maturity instructions must be received
by ANZ at least 2 Business Days before the maturity
date, failing which ANZ shall not be obliged to act
upon such change. For the purposes of this clause 15,“Business Day” means any day on which banks in
China, Hong Kong and Timor-Leste are open forbusiness and excludes Saturdays, Sundays andgazetted public holidays.
(16) Interest (if any) is payable on the credit balance on
your RMB account at such rate as determined by

31

ANZ from time to time.
(17)ANZ may from time to time set restrictions applicableto RMB accounts and related transactions, including
without limitation the setting of a cap
for each transaction or account for a local (or othercurrency as determined by ANZ) currency deposit.
(18)No overdrawing is permitted and no overdraft will be
granted.
(19)All inward remittances accepted by ANZ for crediting
to an account are subject to final payment andconfirmation from ANZ. ANZ is not required to remit
funds until they have been cleared.
(20) ANZ may from time to time determine themaximum amount acceptable to ANZ for credit to
RMB accounts per day. The amount of the credit
balance in the RMB account at the cut-off time (asdesignated by ANZ from time to time) on each
day shall be subject to a maximum amount as may
be specified by ANZ from time to time. ANZ isauthorised to transfer any excess amount inyour RMB account to any other permitted accounts
maintained by you with ANZ at any time without
prior notice to you.
(21)ANZ may provide advice to you in relation to the
RMB accounts and services. Notwithstanding this,
you acknowledge and agree that all decisions withrespect to entering into any transaction under the
RMB Terms and Conditions are yours. Any suchtransactions entered into by you shall be in reliance
upon only your own judgement and not in relianceof any representations, suggestions,recommendations or information (whether written ororal) by ANZ or any of its employees or agents or any
research produced by ANZ or its affiliates. ANZ is not
responsible or liable for any losses which you may
incur or suffer as a result of, in connection with, or
arising from any transaction or service under the RMB
Terms and Conditions, or information on investments
or markets (such as research reports, market trends,
investment analysis or commentary) provided to you
in connection with such transactions or services.

32		
Savings Account “Ha’u-nia Futuru”
Children’s Savings Accounts “Ha’u-nia Futuru” have thefollowing specific terms and conditions:
•
•
•
•
•
•

•

•

•

the account must be opened with the minimum
balance notified by ANZ from time to time
deposits to the account must not exceed the
maximum amount notified by ANZ from time to time
no fees or charges apply to the accountno overdraft facility is available on the accountno ANZ Access Card, cheque book or internet
banking access is available for the accountthe interest rate that applies to the account isdetermined by the Central Bank of Timor-Leste, andsubject to their periodic review. The interest rate
is fixed at the time of opening of the account,and interest is paid monthly. Further details of theinterest rate that applies to the account, including
how interest is calculated, are available from yournearest ANZ branchdeposits to the account may be made by parents andextended family relations to the child account holder,subject to ANZ’s rights in relation to accepting
deposits generally under these Terms and Conditions
withdrawals from the account are not permitted until
the child account holder is 17 years of age, except in
the event of death of the accountholder as
authorised by law
accounts may not be closed by the accountholder,nor the parent or legal guardian of the accountholder, until the account holder is 17 years of age

Once the account holder is 17 years of age, ANZ will
move the Ha’u-nia Futuru account over to one of thebank’s everyday banking Access or Savings Accountproducts, and notify the account holder of this change.
Once this change has occurred, these specific terms andconditions for Ha’u- nia Futuru accounts no longer apply
to the account holder’s account, and their account will be
subject to the terms and conditions that apply toeveryday banking Access or Savings Account products.

33

SECTION 3:

3.1

ELECTRONIC BANKING
CONDITIONS OF USE

Electronic Banking Conditions of Use
This section applies to all electronic transactions except
those where your signature may also be required.
Unless the account services are provided or referred to
you by us, we do not authorise, promote or endorse theuse of account services offered by third parties to accessyour ANZ accounts (including account aggregation
services, such as may be provided by other financial
institutions).

3.2

Transaction limits
ANZ or another party such as a merchant may limit theamount of funds that are made available throughelectronic transactions, over any specific period of time
for transactions that require the use of an ANZ Card andPIN.
ANZ may change any electronic transaction limit or
impose new transaction limits by giving you notice.
You can find out current electronic transaction limits foryour accounts by calling ANZ on the relevant enquiries
number listed in the final section of this booklet.
By default, your ATM daily limit is USD$1,000 per ANZ
Card. This means that you can use your ANZ Access
Card to withdraw a total of USD$1,000 per day fromthe account(s) to which it is linked, provided your ANZ
account(s) contain sufficient funds.
There is no limit on the funds that you can withdraw
on your ANZ Card via EFTPOS facilities provided youraccount(s) contain sufficient funds.

3.3

Processing instructions – general
The account holder authorises us to act on the
instructions you enter into electronic terminals. Anyelectronic transaction made by you cannot be cancelled,
altered or changed by you unless allowed by theapplicable Terms and Conditions.
We may delay acting on or may ask you for further
information before acting on an instruction. Where wehave instructions for more than one payment from youraccount(s), we will determine the order of priority inwhich payments are made.

34

If you make a cash withdrawal from an accountby making an electronic transaction and there is adifference between the amount of cash received and theamount shown on the receipt, you must report this to us
and to the merchant (if applicable) as soon as possible.
You can make your report to us by phoning ANZ on+670 3306100 during working hours.
If you make a deposit of funds to an account by making
an electronic transaction and there is a difference
between the amount recorded as having been
deposited and the amount we receive, the accountholder will be notified of the difference as soon as
possible and will be advised of the actual amount which
has been credited to the account.
We are not liable for the refusal of any merchant toaccept an electronic transaction and, to the extent
permitted by law, we are not responsible for the goods
and services supplied by a merchant.
ANZ may refuse to process any transaction that
contravenes any law or otherwise.
3.4

Processing date
Generally, any transactions made at ANZ ATMs and ATMs
at other selected banks and financial institutions or
EFTPOS transactions will be processed to your accounton the same day provided they are made before:• 3:00pm Monday to Friday (excluding public
holidays).
Transactions made after these cut-off times may beprocessed on the following ANZ working day.

3.5

Lost or stolen cards or PIN
If you report that a card has been lost or stolen, the card
will be cancelled as soon as the report is made.
You must not use the card once the report is made.
If you recover the lost or stolen card, you must destroy
the card by cutting it (including an embedded microchip
on the card) diagonally in half and return it to an ANZ
branch as soon as possible.
You must make a report to us (and the relevant third
party, if a third party issued the username, password,
PIN or card to you) immediately if you become aware orsuspect that your PIN is disclosed or used without yourauthority, or lost. You must not then continue to use your35

PIN. We will cancel it and arrange for you to select a new
PIN. The best way to make the report is to phone us on
the numbers listed at the back of this booklet.
If our telephone reporting service is unavailable, youmust report the loss, theft or misuse to any ANZ branch.
Your account terms and conditions outline how you
can make a report if our telephone reporting service isunavailable or you are overseas.
3.6 Lost and stolen card and PIN – while overseas
If your ANZ card or PIN is lost or stolen, or if someone
else has found out your PIN, you must tell us
immediately.
The best way to minimise your liability is to phone us.
Emergency phone numbers are listed at the back of thisbooklet.
• ANZ Access card (ATM/EFTPOS card) – we cannot
provide an emergency replacement card and PIN
until you return to Timor-Leste.
3.7 Cancellation of cards or electronic access
We may cancel any card or electronic access:• without prior notice if:• we believe that use of the card or electronic accessmay cause loss to the account holder or to us;• the account is an inactive account;• all the accounts which the card may access havebeen closed;• the account has been overdrawn (other than byuse of the informal overdraft facility), or you haveexceeded your agreed credit limit;• if we become aware that you do not meet, or cease
to meet, our eligibility criteria for the card; or• on giving you not less than three months written
notice.
The account holder may cancel an ANZ Card at any timeby sending ANZ a written request or by calling ANZ on
the relevant numbers listed on the back of this booklet.
3.8 Withdrawal of electronic access
ANZ may withdraw your electronic access to accounts
through electronic terminals without prior notice if:• electronic equipment malfunctions or is otherwise
unavailable for use;

36

•
•

•

•

•

a merchant refuses to accept your ANZ Card;any one of the accounts is overdrawn or will become
overdrawn, or is otherwise considered out of orderby ANZ;ANZ believes your access to accounts throughelectronic equipment may cause loss to the accountholder or to ANZ;ANZ believes that the quality or security of yourelectronic access process or ANZ’s systems may havebeen compromised; or
ANZ suspects you of being fraudulent or engaging ininappropriate behaviour,

unless this is prohibited by law.
ANZ may at any time change the types of accounts that
may be operated, or the types of electronictransactions that may be made through electronic
terminals.
3.9 Your responsibility regarding your ANZ Card and PIN
You must keep your ANZ Card, and PIN secure. Failure to
do so may increase your liability for any loss.

WARNING: YOU MUST NOT USE
YOUR BIRTH DATE OR AN
ALPHABETICAL CODE WHICH IS
A RECOGNISABLE PART OF
YOUR NAME AS A PASSWORD.
NEITHER MUST YOU USE APASSWORD MADE OF
SEQUENTIAL NUMBERS, FOR
EXAMPLE, ‘12345’ OR WHERE
ALL NUMBERS ARE THE SAME,FOR EXAMPLE, 11111. IF YOU DO,
YOU MAY BE LIABLE FOR
ANY LOSS SUFFERED FROM AN
UNAUTHORISED
TRANSACTION.

PIN security
You must not:• disclose your PIN to any other person;• allow any other person to see you enter your PIN;

37

•

record your PIN on your card or on an article
carried with or placed near your card that is liable toloss, theft or abuse at the same time as your card
(unless your PIN is reasonably disguised);• choose a PIN which has an easily retrieved
combination, for example repeated numbers or
letters; and• choose a PIN that is easily identified with you forexample your birth date, car registration, telephone
number or your name.
Card security
You should:• sign the back of your ANZ Card immediately uponreceipt;• on the expiry date destroy your ANZ Card by cutting
it diagonally in half;• not let anyone else use your ANZ Card;• take reasonable steps to protect your ANZ Cardfrom loss or theft.
3.10 Unauthorised transactions(a) When the account holder is liable
The account holder is responsible for any unauthoriseduse of their ANZ Card and PIN, including its use byanyone else in any way. The extent of the accountholder’s liability for any unauthorised transactions will
depend on whether they have been responsible in any
way for the unauthorised use of their ANZ Card or PIN.
If you have contributed to the loss arising from theunauthorised transaction:• through your fraud;• by voluntarily disclosing your PIN to anyone,
including a family member or friend;• by keeping a record of your PIN on your ANZ Card(even in a disguised form) on your card, any article
carried with the ANZ Card or which may be lost or
stolen at the same time as the ANZ Card;• by using your birth date or an alphabetic code whichis recognisable part of your name as a PIN;or
• by otherwise acting with extreme carelessness infailing to protect the security of your PIN;
then the account holder will be liable for the actual
losses which occur before ANZ is notified that your ANZ
Card has been misused, lost or stolen, or that your PIN

38

has become known to someone else.
If, after you become aware of the loss, theft, breach or
misuse of your PIN or ANZ card, you unreasonably delay
notifying ANZ, the account holder will be liable forlosses between:•

the time you first became aware of theaforementioned events, or in the case of the loss ortheft of a card, should reasonably have becomeaware of the loss or theft; and•the time ANZ is actually notified of the relevant
event.

If it is not clear whether you have contributed to theloss caused by an unauthorised transaction and wherean ANZ Card or PIN was required to perform theunauthorised transaction, the account holder is liable forthe actual loss at the time ANZ is notified of the loss,
theft or unauthorised use of the ANZ Card or that the
security of the PIN has been breached.
(b) When ANZ is liable
ANZ will be liable for losses incurred by the accountholder that:
•

•
•

•

•

•

are caused by the fraudulent or negligent conduct
of ANZ’s employees or agents or companies involvedin networking arrangements or of merchants or theiragents or employees;
relate to any forged, faulty, expired or cancelled partof the electronic access process;arise from transactions that require the use of any
ANZ Card or PIN that occur before you have received
or selected the ANZ Card or PIN;
result from the same electronic transaction being
incorrectly debited a second or more subsequent
time to the same account;
result from an unauthorised transaction that
occurs after you have notified ANZ that any ANZ
Card has been misused, lost or stolen or that the
security of your PIN has been breached; or
result from an unauthorised transaction if it is clearthat you have not contributed to the losses.

393.11 Equipment malfunction
We are responsible to the account holder for any loss
caused by the failure of equipment to complete atransaction that was accepted in accordance with yourinstructions.
However, if you were aware or should have been aware thatthe equipment was unavailable for use or malfunctioning,
our responsibility will be limited to correcting errors in theaccount and refunding any charges or fees imposed as aresult.
3.12 Changes to the Electronic Banking Conditions of Use
We can change these Electronic Banking Conditions of Useat any time. We will give you 20 days prior written notice ofany changes which:•impose or increase charges relating solely to the use ofelectronic equipment;• increase your liability for losses relating to electronictransactions; or• change your daily transaction limit or other periodicaltransaction limit applying to the use of electronicequipment.
The changes shall be deemed to be accepted 30 days after
the referred notice.
3.13 Card Validity and expiry
Your ANZ Card remains ANZ’s property at all times.
The ANZ Card must be signed immediately by the person inwhose name it has been issued and must only be used withinthe ‘valid from’ and ‘until end’ dates shown on the ANZ Card.
For security reasons you must, as soon as the ANZ Card expires,
destroy it by cutting it diagonally in half.
The account holder may cancel an ANZ Card at any timeby sending ANZ a written request or by calling ANZ on therelevant numbers listed on the back of this booklet.
3.14 Changes to transactions made through electronic
terminals
Any transactions made by you at an electronic terminal
cannot be cancelled, altered or changed by you.
3.15 Printed transaction records
When you complete a transaction at an electronic terminal
you will receive a printed transaction record.

40

You must check your record carefully. You should retain
these records for verification purposes and to aid inreconciling account statements.
3.16 Third party services
ANZ does not authorise, promote or endorse and shall not be
responsible or liable in any way for the use of accountservices offered by third parties to access your ANZ accounts(including account aggregation services, such as may beprovided by other financial institutions).
3.17 General
ANZ is not liable for the refusal of any merchant to accept anelectronic transaction and, to the extent permitted by law, is
not responsible for the goods and services supplied by amerchant.
You accept that:•••

not all electronic equipment from which cash can bewithdrawn will always contain cash;
any cash dispensed at electronic equipment is at yourrisk once it becomes visible or available to you tocollect; andnot all electronic equipment will allow you to makedeposits.

3.18 EFTPOS
EFTPOS stands for Electronic Funds Transfer at Point of Sale.
This facility allows you to pay for goods and services with acard linked to your account. Depending on the retailer, you
may also be able to use the card to deposit or withdraw cashusing the EFTPOS terminal.

41

SECTION 4: OTHER THINGS YOU NEED TO
KNOW
4.1

Change of name and address

You should notify ANZ promptly in writing of any changes toyour account details. ANZ will not be responsible for any errors
or losses associated with account changes where ANZ has notreceived prior notice.
4.2 Our right to combine accounts and block access
We reserve the right to block access to your account. We can
combine the balances of two or more of your accounts,
without giving you notice, even if the accounts are at different
branches or in joint names. We may do this if one of youraccounts is overdrawn or is in debit and another is in credit.
We can then use the balance of the account that is in credit to
repay the overdrawn amount in the other account. If we
combine any of your accounts we will tell you about this as
quickly as possible. We do not need to notify you in advance.
You should not treat your accounts as combined unless wehave agreed to such an arrangement.
4.3 Closing your ANZ account
You or any other authorised person can close your account at
any time upon request at any ANZ branch for any reason
whatsoever.
ANZ will pay you the credit balance plus deposit interest if any,less any accrued account fees and Government charges andfees applicable at the closing date (net credit balance).
Monthly fees will apply even if the account has been open for
only part of a calendar month. Any uncleared funds will not bereleased until they are cleared.
Any unused passbooks, cheque books, or ANZ Cards whichsolely operate the account must be returned to ANZ uponclosure of your account. An account with cheque access may
only be closed once all outstanding cheques have beenpresented. ANZ reserves the right to return any chequespresented for payment after the account has been closed.
If your account has either a nil or debit balance, and there
have been no transactions (except for Government charges
and fees) on the account for more than 30 days, then ANZ
may close your account without giving you prior notice.

42

ANZ may exercise its discretion to close an account due tounsatisfactory conduct, where the balance falls below any
required ongoing minimum balance, where you fail to provide
us with any information we may request under these Terms
and Conditions, where required by law, a regulatory body,revenue authority or government agency (whether local orforeign), or for any other reason it considers appropriate. In thisevent, ANZ will notify you in writing at the address shown on its
records and will forward a bank cheque for the net credit
balance of the account if it is in credit.

SECTION 5: BANK FEES AND CHARGES
All accounts are subject to specific account related fees andcharges. Other general fees and charges may also apply toyour account for other services or account activity.
Please refer to the ‘ANZ Personal Banking Accounts Fees andCharges’ booklet, as amended from time to time. You agree to
pay the fees and charges and also agree that ANZ may debit
these fees and charges directly from your account.
If ANZ fails to collect a fee to which it is entitled, ANZ has notwaived its right to collect the fee for future transactions of thesame nature.

SECTION 6: CONTAC T US
POSTAL ADDRESSESANZ Bank
P.O. BOX 264 Dili
Timor Leste
CUSTOMER ENQUIRIESGeneral enquiries Phone: +670 3306100
8:00am – 5:00pm Mon - Fri

43© Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Date of Publication: May 2018

anz.com/timor