eStatements and eCommunications
What are eStatements and eCommunications?
eStatements are your account statements delivered electronically via Internet Banking. eCommunications are notices, documents and other communication delivered electronically via Internet Banking or email.
Using eStatements and eCommunications you can:
- Access your documents faster, anytime, anywhere at your convenience 24/7.
- View your documents within a reliable and secure Internet Banking environment.
- Store your documents electronically, in one location, and find what you are looking for easily.
- Save or print your documents as needed.
- Protect your personal information from postal identity theft
Does it cost anything?
No, eStatements are completely free.
Who can register for eStatements and eCommunications?
Anyone who is registered for Internet Banking can register for eStatements and eCommunications.
How do I register?
You can register for eStatements and eCommunications via the 'Services' menu in Internet Banking.
Can I register for eStatements or eCommunications individually?
No. When you register via Internet Banking, you will be registering for both eStatements and eCommunications.
Can I change my mind and have paper statements and notices again?
Yes. You can deregister from eStatements and eCommunications at any time via the 'Services – eStatements and eCommunications' menu and by clicking 'Paper Statements' within 'eStatements Options'.
Please note, if you deregister you will no longer be able to view any documents online and you will revert to receiving paper based documents. We recommend you save a copy of your available statements and notices if you would like to retain a copy for future reference before you deregister.
Can I nominate the account types for which I wish to receive eStatements?
No. If you elect to receive eStatements for your membership, you will receive all your account statements electronically.
Will my statement cycle change if I elect to receive eStatements?
Yes. eStatements are delivered on a monthly cycle, while paper statements are delivered quarterly.
I have previously requested to have my paper statements delivered quarterly or 6 monthly. If I register for eStatements will my preferred cycle change?
No. If you have previously advised us of a preferred cycle frequency we will maintain this request when you register for eStatements. If you wish to receive these monthly, please call us on 1300 654 822.
When will my eStatement be available?
Your end of the month eStatement will be made available within the first week of the following month. You will receive an email notifying you when your latest eStatement is available.
When will my eCommunications be available?
eCommunications will be delivered as and when we need to issue an important notice that relates to your account(s).
How are eStatements and eCommunications delivered?
You will receive an email advising that your eStatement(s) and eCommunication(s) are available to view via Internet Banking. Please note, some eCommunications may be delivered by alternative electronic methods, such as email or SMS, as permitted by law.
I don't have an email address in Internet Banking; can I be notified by other means?
No, you are required to have a valid email address recorded in Internet Banking to successfully register for eStatements and eCommunications.
How do I update my email address?
You can update your email address under 'Update Contact Details' via the 'Maintenance' tab in Internet Banking.
What happens if I don't receive an email notification when a document is ready to view?
If for any reason you do not receive any email notification, you will still be able to view your documents when you log into Internet Banking within the 'View eStatements or eCommunications' tab, under the Accounts menu. If you don't receive an email notification you must:
- Check that your mailbox is not full.
- Check that your nominated email address is correct within Internet Banking. If the address is incorrect you can update your email address via the 'Maintenance' tab in Internet Banking.
Why can't I view my document?
eStatements and eCommunications will be PDF files therefore you will need a compatible PDF viewer such as Adobe Reader to view the document on your computer.
Download a free version of the latest Adobe Reader software to view your documents.
I am using Internet Explorer 9.0 (or above) and I am having trouble viewing my document.
In order to view your eStatements and eCommunications using Internet Explorer 9.0 (or above) you will need to enable compatibility mode. This can be achieved by either selecting 'Compatibility View' from the Tools dropdown menu on the browser or by selecting the 'broken page' icon in the address bar.
How do I save or print a copy of my documents?
Once your document is opened, click on either the 'Floppy disc' icon to save a copy to a preferred location on your computer, or the 'Printer' icon to print a copy of your document. Both icons are located in the top left corner of the screen. Alternatively, you can select the 'Save' option or the 'Print' option from within the 'File' menu tab located on the top left hand side of the screen.
How will I receive Slate and other material I currently receive with my statement?
An electronic version of Slate (eSlate) will be delivered to your email address in place of the current version of Slate you receive. Any other notices and information will accompany your eStatement in an online format within the same PDF.
How long will my documents be available?
Your eStatements will be available to view online for a period of 3 years and your eCommunications will be available to view online for up to two years from the date of issue.
Can I view documents dated prior to my registration date?
No. You will only be able to view your documents from the time of registration. Your document archive will grow month by month following your registration.
What if I need a statement that is not online?
A copy of an unavailable online statement can be provided via request by contacting us on 1300 654 822. Fees and charges apply for additional copies. Please refer to Terms and Conditions Part B: Fees and Charges.