COVID-19: Customer Support
At Bank of Melbourne we are committed to supporting our customers and the wider community here in Australia and will continue to do so as the COVID-19 situation evolves.
COVID-19 Customer Support Package
A helping hand for customers and small businesses
Bank of Melbourne has supported our customers, businesses and community through the good and tough times and will continue to be here for you as the COVID-19 situation evolves.
These measures reflect our ongoing commitment to support all customers through these challenging times. To find out more information and if you are eligible please speak to your Relationship Manager or call Bank of Melbourne Assist.
Keeping branches open: We are working hard to keep our branches open whilst keeping our people safe. While there may be isolated branch closures over the coming period, we will have alternative options in place and a rapid response plan to re-open the branch as quickly as possible.
Helping all customers access phone and online banking: Including a specialist call centre opened for elderly and vulnerable customers to help people register for and use online banking.
Support for home loan customers
New Fixed Home Loan Rates: a new low fixed rate home loan offer for one, two and three years for owner occupied customers on principal and interest repayments with Advantage Package# available for new fixed rate loans or existing variable rate customers looking to fix all or part of their loan. These rates do not apply to existing fixed rate loans. To find out more visit our interest rates page.
Repayment relief for home loan customers: Bank of Melbourne customers who have lost their job or suffered loss of income as a result of COVID-19 should contact us for three months deferral on their home loan mortgage repayments with extension for a further three months available after review.
To find our more or to apply for repayment deferral, please go to the Home Loans and other product support page.
$1 Billion in home lending commitment: Bank of Melbourne pledges to play its part to keep the property market and economy moving by supporting more Victorians with their home ownership needs.
Support for deposit and transaction account customers
Term Deposit special offer of 1.7% p.a. interest for 12 months for all Victorians with interest paid monthly to provide customers a higher return on their savings (up to $500,000 per customer). For Victorians aged 65 years and over the rate will be 2% p.a. for eight months (up to $500,000 per customer). Rates effective Friday 27 March 2020. Customers can choose to have interest paid monthly to provide them with regular income.
Support for businesses
To find out more information about our business support package, please go to the Business Relief page.
Unsecured three-year term loan up to $250,000 for eligible new and existing customers with turnover of less than $50M. Effective Monday 23 March 2020, credit criteria applies.
200 basis point reduction on overdrafts for new and existing customers, effective Monday 6 April 2020.
100 basis points interest rate reduction for small business cash-based loans, effective Monday 6 April 2020.
Repayment relief for business customers: Bank of Melbourne business customers who need help to manage their cash flow can defer principal and interest repayments of eligible business term loans for six months. Contact your Relationship Manager or find out more including how to apply here.
Merchant terminal rental fee refunds for up to three months.
Helping small and medium businesses take advantage of the increased instant asset write-off and accelerated depreciation provisions in the Federal Government stimulus package with no establishment fees for equipment finance loans until the end of June 2020.
These measures are in addition to the help already available for small business customers who are impacted by recent disasters and are experiencing hardship including restructuring and consolidating loans or fee free redraws.
Interest rates are subject to change. Interest will continue to be charged to your loan during any repayment relief period. Small business offer available to eligible small business customers with total business borrowings less than $3.0m. Customers will be available to opt-in to this offer online from Monday 23 March 2020.
Support for Auto Finance customers
For repayment deferral, please apply for assistance.
Here to help through this time
To our customers
Bank of Melbourne has and continues to support our customers and community through the good and tough times.
Our priority is to protect our people while remaining open for business so we can support you and the Australian economy through this difficult period.
We have been closely following advice from the Australian Government Chief Medical Officer to keep our people, customers and workplaces safe. We have implemented preventative hygiene measures across our business, and we have plans in place to keep our branches, call centres and online banking open.
An extra helping hand should you need it
We understand the COVID-19 situation may create uncertainty or financial pressure for some of our customers. We care. And we can help.
That’s why we have released COVID-19 Customer Support, a range of support measures for personal and business banking customers. Financial assistance may be also available to reduce or defer your repayments in the short term.
If you have financial concerns, please contact us early so we’re aware of your situation and can support you through it.
Supporting your banking needs
- Keeping branches open. We are working hard to keep our branches open. While there may be isolated branch closures over the coming period, we will have alternate options in place and a rapid response plan to re-open the branch as quickly as possible.
- Phone banking, online banking and ATMs. We have implemented plans to ensure Customer Care can remain open for all your banking needs. Our online banking service is available to bank anytime. When banking online, you are protected by the Westpac Protect™ Security Guarantee. We will also be continuing to fulfil and service our ATM network.
- Our Relationship Managers are here to help. Our team will remain available to help your business through this time, including via phone and video conference.
Call us on call 13 22 66 for personal banking or 13 82 66 for business banking.
From the team at Bank of Melbourne we wish you and your family best wishes to stay safe and healthy over the coming months. We’re here to help with your banking needs in any way we can.
Need help registering for online banking? Click here. Please have your 8-digit Customer ID or card number ready to complete your registration.
If you are already registered for online banking please make sure you update your contact details so we can stay in contact with you.
Mark MelvinChief Executive |
Peter KingActing Chief Executive Officer |
Business Support Package for those impacted by COVID-19
We are offering extra support to our business customers who are being impacted financially by COVID-19 and related disruption to trade and cash flow.
Business Support Package includes:
- 200 basis point reduction on overdrafts for new and existing customers, effective Monday 6 April 2020.
- 100 basis points interest rate reduction for small business cash-based loans, effective Monday 6 April 2020.
- Repayment relief for small business customers: Bank of Melbourne small business customers who need help to manage their cash flow can defer principal and interest repayments of business term loans for six months. Find out more and how to apply here.
- Merchant terminal rental fee refunds for up to three months.
- Helping small and medium businesses take advantage of the increased instant asset write-off and accelerated depreciation provisions in the Federal Government stimulus package with no establishment fees for equipment finance loans until the end of June 2020.
- These measures are in addition to the help already available for small business customers who are impacted by recent disasters and are experiencing hardship including restructuring and consolidating loans or fee free redraws.
These measures reflect our ongoing commitment to support all customers through these challenging times. To find our more information and if you are eligible please speak to your Relationship Manager.
Business Banking Online
Business Banking Online is a fast and convenient way to stay on top of your business accounts and finances from your computer, tablet or mobile.
To find out more about Business Banking Online or to register, click here. If you prefer to speak to one of our friendly staff, you can call our Business Banking Online Helpdesk on 1300 608 266.
Interest rates are subject to change. Interest will continue to be charged to your loan during any repayment relief period. Small business offer available to eligible small business customers with total business borrowings less than $3.0m. Customers will be available to opt-in to this offer online from Monday 23 March 2020.
Ways you can bank with us online
During these times of uncertainty, it’s important to us we get our customers banking as digitally and mobile as possible. If you are unable to bank from your mobile device, click here to find a Branch or ATM.
Internet Banking
Designed to give you the full banking functionality in an easy to use and secure environment. Register now.
Mobile Banking App
We’ve made mobile banking simpler and easier, with a wide range of features. Download our apps at the App Store and Google play.
Phone Banking
Our phone banking is open to customers 24/7. Simply call 13 33 22 or +61 3 8536 7870 if calling from overseas. Find out more.
Business Banking Online
Business Banking Online is a fast and convenient way to stay on top of your business accounts and finances from your computer, tablet or mobile.
To find out more about Business Banking Online or to register, click here. If you prefer to speak to one of our friendly staff, you can call our Business Banking Online Helpdesk on 1300 608 266.
Ways to Pay
With mobile wallets, you can now pay on your mobile using Apple Pay, Google Pay™, Samsung Pay ™ , Beem It and Tap&Pay. Find out more.
Security Centre
When banking online, you are protected by the Bank of Melbourne Secure Guarantee. Find out more.
Information about visiting our branches
We love serving you in our branch and we are taking all necessary precautions to protect the health and safety of our people and customers.
On 15 March 2020, the Australian Government introduced strict new requirements for all international travellers to self-isolate upon arrival into Australia for 14 days.
Therefore, we kindly ask:
- if you are experiencing flu like symptoms (cough, fever, shortness of breath); or
- if you have come into close contact or live with someone who has a confirmed case of COVID-19; or
- if you arrived in Australia from overseas after midnight Sunday 15 March; or
- if you have travelled overseas; or
- if you live with someone who has travelled overseas
that you please refrain from visiting us in branch today and instead let us assist you via our various online or phone banking options
If you do not have Internet Banking, please call our Customer Care Teams on 13 22 66.
Thank you for your understanding and take care.
Temporary Branch Closures – COVID-19
Stay up to date with information about Bank of Melbourne branches that are temporarily closed. Our online banking facilities remain available 24/7.
Where to find the latest advice on COVID-19
The situation surrounding COVID-19 (Coronavirus) is uncertain and changes regularly. Keeping up to date with government responses and knowing what you can do to look after yourself and family, your people and your business really helps.
Here are some tips that may help look after you and your business:
- Keep updated on the latest health information.
- If you’re a business owner, think about where your business risks might come from – trade and cash flow disruption through supply chain challenges, sick staff, general downturn, for instance. Our COVID-19 support measures for business may help you mitigate those risks.
- Talk to your relationship manager or adviser about your cashflow, your leave entitlement exposure, and investment plans.
Continuity planning for your business
We appreciate your business may be disrupted by COVID-19 and your customers and employees potentially impacted. We have put together steps and resources that may help you to act at a time when you may have to make significant decisions.
Protect yourself: COVID-19 related scams
The Australian Government is encouraging everyone to be aware of new scams relating to COVID-19 (Coronavirus).
Scamwatch is keeping Australians informed via their website scamwatch.gov.au
Keeping your financial and personal information safe is one of our top priorities.
Here are some other ways you can protect yourself:
- Remember that genuine Bank of Melbourne emails will not include links to sign in pages, or ask for your personal information, account details, PIN or passwords.
- Always ensure your computer has up-to-date security software.
- Find more tips to protect yourself and avoid scams and malware at bankofmelbourne.com.au/online-services/security-centre
If you believe any of your recent online payments or transactions may be the result of a scam, please talk to us today or contact us immediately on 13 22 66.
You can also report any suspected scam or hoax emails to us at hoax@bankofmelbourne.com.au.
Important Notice
We wanted to let you know we are currently experiencing a high volume of calls. If you are experiencing hardship as a result of COVID-19 please fill out our Financial Hardship form and we will contact you as soon as possible. If you are a business customer please go here.
# Advantage Package Terms and Conditions apply. A $395 annual package fee applies and is payable from an eligible Bank of Melbourne transaction account. Before deciding to acquire a Bank of Melbourne transaction account, read the terms and conditions (PDF 889KB) and consider if the product is right for you.