Source: https://www.westpac.com.au/personal-banking/online-banking/terms-conditions/
Timestamp: 2018-01-22 06:39:36
Document Index: 317757320

Matched Legal Cases: ['art 3', 'art 3', 'art 3', 'art 3', 'art 3', 'art 3', 'art 3', 'art 3', 'art 3']

Effective as at 27 November 2017
The information in this document is subject to change. We may vary these Terms and Conditions and we will provide updated information by giving you notice (if required) or by posting the information on our website, as described in Part 3. You can get a paper copy of any updated information without charge by contacting us.
There are words used in these Terms and Conditions that have special meanings, which can be found at the end of this document in the section “Meaning of Words” in Part 3.
visiting our website www.westpac.com.au
Online Banking Terms and Conditions effective as at 27 November 2017 (PDF 9MB)
View balances of External Accounts
Make a payment to an Australian mobile phone number
Activate your card set and change your card PIN
International payment - To transfer to an overseas account in foreign currency $10.00
International payment - To transfer money to an overseas account in Australian Dollars $20.00
International Payment cancellation (applies when Payment is returned by overseas financial institution as described in the International Payments section $25.00 per returned payment
LitePay International Up to $10.00 per payment. The applicable fee depends on the destination country and is specified in the LitePay International Service Information document available on www.westpac.com.au
Voucher and cheque imaging $5.00 per image retrieved Note: The image is available to view for 24 hours from the time it is first retrieved
Imported Payment files Payment template Nil Manually created payments using File import or Payments created from a template may incur fees based on the Terms and Conditions of the Direct Entry facility used.
3.2 If you are an individual, you can register by visiting any of our branches or by calling our contact centre, going to www.westpac.com.au or downloading the Mobile or Tablet Banking application. We will provide you instructions on how to complete your registration and activate Online Banking. If we automatically register you for Online Banking we’ll give you notice.
3.3 If you are an organisation, you can register by going to www.westpac.com.au and visiting any of our branches.
3.6 When setting up a new User the process for delivering the Customer number and Password to the User must be nominated. For existing Online Banking Users, the User will be able to access the Network by signing in to Online Banking in the usual way and then selecting the Online Banking service from the Profile list in Online Banking .
provide additional personal information (including your email address and mobile phone number) to enable your use of Online Banking including asking you to register for Westpac Protect SMS Code to approve transactions; and
We will handle your personal information as set out in Privacy section in Part 3.
3.10 Online Banking is a browser-based service which means you don't need any software other than a compatible browser. For more information on compatible browsers, please go to www.westpac.com.au.
3.11 Mobile Banking offers a browser based service (for compatible browsers) and also a mobile application based service for approved Mobile devices. For more information on supported operating systems for Mobile devices, please go to www.westpac.com.au
5.1 You may use Online Banking to make payments through a range of payment methods. You need to be aware that any User authorised to approve payments on the Account(s) in Online Banking will also be able to make payments from the Account(s) in accordance with the access to the Account.
5.2 You and any User are solely responsible for providing correct payment details including amount and payee details. We have no liability to you or any User for any payment made in accordance with details provided by you or the User. In processing a Payment to another financial institution we verify that only the BSB is valid to accept Payments. For Payments to Westpac accounts we verify that the BSB and account number are valid. However for all Payments to any financial institution we do not verify that the account number matches the account name.
5.3 By using the Transfer Funds option in Online Banking, you may transfer funds between the eligible Westpac Accounts that are accessible through Online Banking. The Account balances and transactions lists will be updated straight away, except credit cards and transfers to a foreign currency Account made after the payment cut-off time, where the transactions list will not update until the following Business Day.
5.4 Transfers from a credit card to any other Account will be treated as a cash advance and will attract the standard cash advance fee and interest charges (refer to the relevant credit card conditions of use for details).
5.5 You may also transfer funds to your BT Super for Life superannuation account, and the transfer will have effect from the day of the transfer (if done before the cut-off time shown in the Help centre). However, transfers to this account may take up to 5 Banking Days to appear on your BT Super for Life account transaction list.
Funds Transfers from eligible accounts to eligible BT Invest and BT Panorama accounts will take up to 3 Banking Days to appear and be available in these accounts.
5.6 Pay Anyone is a transfer of funds from an Account to any other account which is not held in the same name(s). Payment may be made to other Westpac Accounts, or to any valid account at another Australian financial institution which accepts such a Payment.
5.7 If there are insufficient cleared funds in the Account at the time you tell us to make a Payment (including the time for a Scheduled payment you have arranged), we may:
5.8 You may have the option to make a payment to a Pay Anyone payee using RTGS (real time gross settlement) which is a centralised payment system used in Australia for the same day settlement of Australian dollars transactions. In order to make a payment you’ll need to be registered for a Security device.
5.9 The payment must be fully approved before the cut off time on a Banking Day to be settled with the Australian financial institution of the payee’s account by close of business on the same Banking Day. Refer to the Help centre for the cut off time.
5.10 There is a maximum daily limit for Same day – RTGS payments that a User can approve. This limit appears in the Same day- RTGS payments section in the Help centre.
5.11 Pay to Mobile is a way of making a Pay Anyone Payment. Pay to Mobile is a service that allows Westpac customers to make Payments to third parties (Pay to Mobile Payees) by giving us that party’s Australian mobile phone number. Mobile or online Payments may be made to an Australian mobile phone number rather than to a Westpac Account or an account at another Australian financial institution. When you register for Pay to Mobile, you can also receive Pay to Mobile Payments as set out in this section. To be eligible for Pay to Mobile, your Mobile phone has to be registered for Westpac Protect SMS Code service and you have to have an eligible Account.
5.12 You agree to advise the Pay to Mobile Payee that you have provided us with their Australian mobile phone number for the purpose of the Pay to Mobile Payment.
5.13 For Pay to Mobile Payees who are:
(a) Following an instruction from you that you wish to make a Pay to Mobile Payment, we will allocate a Payment Code to you. You must notify the Pay to Mobile Payee that a Pay to Mobile Payment is available for them to claim by using the Payment Code (which must be used in conjunction with their Australian mobile phone number the Payment was made to). You are solely responsible for notifying the Pay to Mobile Payee of this information and we are not liable for any failure or delay in the Pay to Mobile Payee receiving this information.
(c) The Pay to Mobile Payee must claim the Pay to Mobile Payment from www.westpac.com.au/collectpayment by entering:
their Australian mobile phone number the Payment was made to;
5.14 For Pay to Mobile Payees who are Westpac customers registered for the Pay to Mobile service and have an eligible Account and St.George Banking Group customers registered for the St.George Banking Group Pay to Mobile service and have an eligible Account, Pay to Mobile Payments will be processed directly to their nominated account without further information or action required by you or by them. You cannot delete or cancel a Payment made to these Pay to Mobile Payees.
5.15 Pay to Mobile Payments will be debited from your Account at the time you instruct the Pay to Mobile Payment. When the Pay to Mobile Payee’s account will be credited will depend on the policy and systems of their financial institution. We do not pay interest on any amount credited to your Account if the Pay to Mobile Payee does not claim the Payment or the funds are credited back to your Account for any reason.
5.16 If the Pay to Mobile Payee wishes to dispute the amount or payment of the Pay to Mobile Payment, they must contact you directly.
5.17 Your Daily Payment Limit covers Pay to Mobile Payments in general. There are also specific daily limits for making Pay to Mobile Payments to payees who are Westpac customers not registered for the service or are not Westpac customers. These daily limits form part of your Daily Payment Limit and they appear in the Pay to Mobile payments section in the Help centre.
5.18 Once you have registered for Pay to Mobile, you can also receive Pay to Mobile Payments directly to the Westpac account nominated for Pay to Mobile. Pay to Mobile payments will be paid to your Australian Mobile phone number registered for the Westpac Protect SMS Code service and processed directly to the Account you have nominated without further information or action being required by you. You agree that the payer will be aware that you are a Westpac customer. Where a Pay to Mobile Payee is not registered for Pay to Mobile, payment receipt will occur as described in clause 5.13 above.
6.3 The services of other financial institutions may be used to carry out an International Payment. The other financial institutions involved in carrying out an International Payment (such as the recipient’s financial institution or any intermediary financial institution, where we do not have a direct relationship with that institution) may impose fees and charges. Any overseas financial institution handling charges will be borne by the recipient of the International Payment and deducted from the payment amount. We don’t have any control over the fees that these institutions might charge, or what the fee may be.
6.8 If you request us to make a payment in a different currency to the drawing Account for a value of more than Foreign Currency Rate Sheet Limit, or we advise you at the time of creating the payment, you must fully approve on the payment date. By approving the transaction you accept the rate derived by us from current foreign exchange rates. We will enter into foreign exchange contracts on the foreign exchange market to lock in that rate.
6.15 LitePay International payments can only be made from Westpac consumer deposit accounts to foreign accounts in eligible destination countries. The eligible destination countries are outlined in LitePay International Service Information document available on www.westpac.com.au.
6.22 LitePay International payments will be converted to the applicable foreign currency, using the foreign exchange rate quoted to you at the time of making the payment.
transactions may be delayed, blocked, frozen or refused where we have reasonable grounds to believe that they breach Australian law or sanctions (or the law or sanctions of any other country). Where transactions are delayed, blocked, frozen or refused, we and our correspondents are not liable for any loss you suffer (including consequential loss) howsoever caused in connection with your use of Online Banking
Scheduled payments (except Pay to Mobile and LitePay International Payments)
7.7 You can ask us to schedule a Payment up to 24 months in advance as either a one off payment or a Recurring payment.
7.8 Cleared funds must be available at least a day before a Scheduled payment is due. A Scheduled payment may not be able to be made if:
there is an insufficient Available balance in the Account
the Payment will exceed the daily limit for the payment method (if applicable)
the payment will exceed your Daily Payment Limit or the Business Daily Limit
an invalid Account is selected, or
a User in a Network involved in the approval of a Recurring payment is no longer an Approver, no longer has access to the Account or has been removed from the Network.
8.5 The Administrators can manage the Daily Payment Limit for each User with Approver access up to the maximum amount available depending on the Security device the Administrator has registered for the User. The Administrator will be notified within User administration if the Administrator requests to increase a Daily Payment Limit for a User above the maximum available limit.
8.6 We will notify you in accordance with Part 3 if there are any changes to the default Daily Payment Limits or the Maximum No Device Limit for individual customers. For details of the Daily Payment Limit assigned to each User please refer to User administration in Online Banking or you can call our contact centre.
What payments methods does the Daily Payment Limit apply?
8.12 We may lower your Daily Payment Limit where no Online Banking activity has occurred for an extended period (usually of 3 months or more). This is a security feature designed to reduce the risk of unauthorised transactions occurring on the Account(s) in Online Banking. We will give you notice when we do this in accordance with Part 3. We may not give you notice if we reduce the limit to restore security to Online Banking or individual Accounts as described in Part 3.
9.1 We can’t verify Account Details for Payments made to non-Westpac accounts. If the receiving financial institution has an account with the Account Details you enter, the Payment will usually be completed.
9.3 If you make a Payment in error and it’s not returned automatically by the receiving financial institution, it may not be recoverable. For more information on the process for recovering a Mistaken Internet Payment refer to Section D below. For other Payment methods, refer to the Terms and Conditions for the Account.
12.3 If we don’t have your current email address, we can’t send you email notifications and, for credit card and loan Accounts, we’ll go back to sending your statements by mail. We’ll also send your statements by mail if you cease to be registered for Online Banking, or if your Account becomes ineligible to receive non-paper statements.
13.1 This section does not apply to Online Banking notices or communications provided in accordance with Part 3 of these terms and conditions. Part 3 continues to operate despite any withdrawal of consent from receipt of electronic account communications in accordance with this section.
1.3 You must not disclose your Access codes to anyone, except to us, in the course of using Online Banking.
3.2 Once you’re registered you may need to enter the Security Code provided for each of the following transactions:
6. Mistaken Internet Payments (This does not apply to Online Banking for business)
(a) BPAY payments. See Section E of these Terms and Conditions for what to do if you believe a BPAY payment has been affected by a mistake; and
(b) Any other payment method other than a Pay Anyone Payment (including Same day - RTGS payments) and a Pay to Mobile Payment. See the Account terms and conditions for what to do if you believe a payment has been affected by a mistake.
4.7 You won’t be liable for loss of funds if a BPAY payment is made in accordance with a payment direction which appeared to be from you or on your behalf but for which but for which you did not give authority. If the Account was debited for the amount of that unauthorised payment, we will credit that amount back to that Account.
(c) You’re engaging in conduct that is in our sole opinion disruptive to the operation of Online Banking and or BPAY.
Amend the business contact details i.e. email address, contact person and contact address
Group Business Network Personal Network
view Account balances (including External Accounts)
3.2 A payment may be fully approved up to 90 calendar days after it has been submitted, regardless of the scheduled payment date. After 90 days following submission the unapproved payment will expire and will need to be created again in order to be processed. International, Same day (RTGS) and Recurring payment arrangements will expire on the scheduled payment date.
3.3 Once the payment is fully approved it will be processed in accordance with the cut-off time applicable for that payment method.
3.4 A Scheduled payment will count towards the Daily Payment Limit and Business Daily Limit on the payment date initially scheduled when submitted for approval.
3.5 In a Personal Network, for all payments other than those created via a Direct Entry facility, the account method of operation (e.g. 2 to sign) determines the number of Users with 'make payments' access that must approve the transaction in work flow. For payments created via a Direct Entry facility, only one User will be required to approve the transaction.
3.6 In a Business Network, for all payments other than those created via a Direct Entry facility, the account method of operation (e.g. 2 to sign) determines the minimum number of Users that must approve a transaction. For payments created via a Direct Entry facility, only one User will be required to approve the transaction unless the Administrator has nominated otherwise. An Administrator may nominate a higher number of approvals for any payment method or task, including payments created via a Direct Entry facility.
3.7 A Senior Approver is a User with Approver access that can self approve payments and tasks that usually require more than one User with Approver access to authorise in Online Banking. Clause 5 below describes how a Senior Approver can be established on a Network.
3.8 The Account holder can nominate non-value access, which allows the Administrators to assign view Accounts access to Users in the Network, or value access, which allows the Administrators to assign view Accounts, make payments or create payments or Approver access to the User.
3.9 The Account holder in authorising for the Account to be added to the Network acknowledges the Account may be nominated as the billing account for the Network and any transactions authorised by the Network Administrators and Users are treated as being authorised by the Account holder.
5.3 We will notify you in accordance with Part 3 if there are any changes to the default Business Daily Limit.
5.4 You, as the owner of the Online Banking business may authorise a User to self approve tasks and payments on all Accounts they have access to in the Network by completing a Senior Approver nomination form [and returning it to us. A User will be granted Senior Approver access until the authorisation is revoked by the organisation.
Type of change Time frame Method of notification
For Pay to Mobile, your Mobile phone number has to be an Australian number and it is used for registering for the service. If you update or no longer use your Mobile phone number, you must contact us and you may need to re-register for Pay to Mobile using your new Mobile phone number. Only a Mobile phone registered for the Westpac Protect SMS Code service can be used for Pay to Mobile.
If you have any problems with the services that we provide, or if you think there has been a mistake in a transaction or an unauthorised transaction has been made through Online Banking, please contact us.
Fixing these problems is very important to us and we aim to resolve your complaint at your first point of contact with us. So please raise your complaint with any of the people handling your banking.
You can contact us 24 hours a day, 7 days a week from anywhere in Australia by:
Email: via our website - www.westpac.com.au and click on 'Contact Us'
Fax: 02 9876 9218
Mail: Reply Paid 5265, Sydney NSW 2001
In person: visit any of our branches in Australia.
Contact our Customer Relations and Support Team
If we can’t resolve your complaint at your first point of contact with us, we’ll escalate it to our Customer Relations and Support Team. You can contact them directly by:
Phone: 1300 130 206
Mail: CRST, Reply Paid 5265, Sydney NSW 2001
By using Online Banking you agree that we may advise you of the progress and resolution of your complaint in writing or verbally as we consider appropriate.
If we haven't been able to deal with your issues to your satisfaction, and you'd like an independent review, you can refer your complaint to the Financial Ombudsman Service (FOS). The FOS deals with complaints about banks and their related companies. Their contact details are:
visiting our website at www.westpac.com.au
Administrator means an authorised User that has/have been nominated by you to access User administration to complete administration tasks for a Network.
External Accounts allows you to view through Online Banking information from your online accounts with a range of external providers or institutions, including financial institutions and frequent flyer programs.
Financial Position (previously known as Balance Sheet) allows you to create an indicative financial statement by organising the Online Banking information from your Accounts, including any balances from your External Accounts and any other information you choose to enter.
Mistaken Internet Payment means a payment, other than one made using BPAY, by an individual through a 'Pay Anyone' or 'Pay to Mobile' internet banking facility and processed through direct entry where the funds are paid into the account of an unintended recipient because the user enters or selects a BSB number and/or identifier that does not belong to the intended recipient as a result of the individual's error or the individual being advised of the wrong BSB number and/or identifier.
Mobile device means a mobile phone that is able to access Westpac Mobile Banking, a tablet device that is able to access Westpac Tablet Banking, or another type of personal electronic device as described in the Help centre that is able to access specific Online Banking services. Details of supported operating systems are available at www.westpac.com.au Your Mobile device may also be the Mobile phone you register to receive Westpac Protect SMS Codes or use Pay to Mobile.
Mobile phone means, if you’re registered for Westpac Protect SMS Code, the device with the number that is registered to receive Westpac Protect SMS Codes by SMS; and if you're using Pay to Mobile, the device with the Australian number that is used for the service. Your Mobile phone may also be used as a Mobile device for Mobile Banking.
Pay to Mobile Payee means the intended recipient to receive a payment from you as payer by you providing us their Australian mobile phone number. You are a Pay to Mobile Payee when you are the intended recipient of a Pay to Mobile payment.
Payment including Pay Anyone and Pay to Mobile (as distinct from a BPAY payment) means a transfer of value from an account held with us to:
Senior Approver is a User access level in a Business Network that authorises a User to approve tasks and payments alone for all Accounts and [features] the User is authorised to access.
User administration is a self service administration service for Networks.
Westpac Live, Online Banking, and Westpac Online, means Westpac’s latest online banking service platform available at www.westpac.com.au including Mobile Banking and Tablet Banking unless specified otherwise.
Financial Position Terms and Conditions (PDF 151KB)
View the previous version of the Online Banking Terms and Conditions effective 12 November 2016 (PDF 237KB)