PERSONAL SAVINGS AND TRANSACTION ACCOUNTS PRODUCT INFORMATION BROCHURE SAVINGS AND TRANSACTION ACCOUNTS FOR EVERYDAY PEOPLE

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1 PERSONAL SAVINGS AND TRANSACTION ACCOUNTS PRODUCT INFORMATION BROCHURE SAVINGS AND TRANSACTION ACCOUNTS FOR EVERYDAY PEOPLE Effective from 1 October 2016

2 Supplementary Product Information Brochure: Personal Savings and Transaction Accounts This Supplementary Product Information Brochure (SPIB) details changes to the Queensland Country Credit Union Personal Savings and Transaction Accounts Product Information Brochure (PIB) dated 1 October 2016 and must be read in conjunction with this document. Amendments to the PIB Effective from 10 April 2017 As at 10 April 2017, the All Access account eligibility criteria changed. Page 7 - ALL ACCESS ACCOUNT - Insert "Monthly account service fee waived if under 18 years." Insert after the heading "Access options" the following qualifying text: "^These access options apply to Members aged 18 years and over." Insert: "Different conditions or exemptions may apply to these services for Members aged under 18 years. For further information on access options for Members under 18 years, please refer to our Accounts for Young People product information brochure." Page 8 - ALL ACCESS ACCOUNT - Change the first sentence to read "The All Access Account is a versatile, easily accessible account." WAYS TO ACCESS YOUR ACCOUNT - Insert: "The following access methods apply to Members aged 18 years and over. Different conditions or exemptions may apply to these services for Members aged under 18 years. For further information on access options for Members under 18 years, please refer to our Accounts for Young People product information brochure." ELIGIBILITY replace "All applicants must be aged 18 years and over." with: "All applicants must be aged 5 years and over. The monthly account service fee is waived for Members under 18 years or that meet other criteria as provided in our Fees and Charges brochure." DISCLAIMER - Add "Are under 18 years of age" to "Monthly service fee waived" criteria. Page 8 and 9 - IINTEREST - replace "Interest is calculated on the minimum monthly balance and paid annually." with: "Interest is calculated on the daily closing balance and paid monthly."

3 Effective from 1 April 2017 As at 1 April 2017the method of calculation of interest for the Cash Management account and Pension Plus account has changed from a tiered interest structure to a stepped interest structure. A stepped method of calculation of interest means you are paid a different interest rate for parts of your account balance that fall within set dollar ranges. Page 10 - INTEREST - replace "Interest is calculated daily and paid monthly, based on the daily closing balance at the applicable tiered interest rate" with: "Interest is calculated daily and paid monthly using a stepped interest rate structure. This means that you are paid a different interest rate for parts of your account balance that fall within set dollar ranges." Page 19 - INTEREST - replace "Interest is calculated daily and paid monthly, based on the daily closing balance at the applicable tiered interest rate" with: "Interest is calculated daily and paid monthly using a stepped interest rate structure. This means that you are paid a different interest rate for parts of your account balance that fall within set dollar ranges." Effective from 1 October 2016 Page 4 DEFINITIONS - replace Direct Entry is an electronic transaction including an automatic payment, a transfer to another account using Internet or Telephone Banking, and a BPAY payment. with: Direct Entry is the direct credit of funds to a Queensland Country Member s account via the Bulk Electronic Clearing System. Page 24 remove the reference to Member number under the headings DIRECT DEBIT and DIRECT CREDIT". Queensland Country Credit Union Limited ABN AFSL/Australian Credit Licence QCD 0002-V

4 AT QUEENSLAND COUNTRY, WE WANT TO MAKE IT EASIER FOR YOU TO SAVE AND INVEST YOUR MONEY. Whether your goal is to simply have an account for everyday use or an account that is going to put your money to work for you, we would like to help you achieve your goals with our everyday transaction and savings accounts. We understand that one account won t solve all of your financial needs, so we have several options for you to choose from depending on the type of account you re looking for and the ways you want to access your money. Our accounts cater for all ages and life stages and we have carefully designed our accounts so they can change as your needs change. This brochure contains information on Queensland Country Credit Union s Savings and Transaction Accounts. The information in this brochure can help you to: Decide if any of these products meet your needs; Compare these products with other similar products The information in this document does not take into account your objectives, financial situation or needs. Before acting on the information you should consider whether it is right for you and seek your own advice. 2 3

5 DEFINITIONS Words and phrases used in this document have the following meanings: Business Day means a day that Queensland Country is open for business, excluding Saturdays, Sundays and public holidays. Contributing Accounts are savings, investments and loan accounts which contribute towards your Relationship Balance with Queensland Country. Contributing Accounts include the following account types: SAVINGS ACCOUNTS INVESTMENT ACCOUNTS LOAN ACCOUNTS All Access, Christmas Club, SmartBudget, Bonus Saver, Ultimate Package, Pension Plus, Mortgage Offset, Visa Credit, Line of Credit, Cash Management, Online Saver Fixed Term Deposits Home Loan, Investment Home Loan, Home Equity Loan, Ultimate Package Home Loan, Ultimate Package Investment Home Loan, Line of Credit, Visa Credit, Personal Loan Direct Entry is an electronic transaction including an automatic payment; a transfer to another account using Internet or Telephone Banking; and a BPAY payment. External Transfers are transfers and payments to accounts outside of Queensland Country. EFTPOS (Electronic Funds Transfer at Point of Sale) refers to a transaction completed by using the PIN option at a point of sale merchant terminal after selecting either the Savings or Cheque account option. Free Transaction Limit is the total number of transactions specified in our Fees and Charges brochure which may be performed from an account each month without attracting the fee which would ordinarily be charged for that transaction. In this document, where it is stated that the number of free transactions is subject to a monthly free transaction limit or alternatively, is described as unlimited not all transaction types are included in this limit. Some transactions will incur a fee per transaction regardless of the number performed during the month. For further explanation and details refer to our Fees and Charges brochure. Free Withdrawal Period is the period commencing 1 November each calendar year and ending on the 31 December in the same calendar year during which a fee is not charged in respect to withdrawals from a Christmas Club account. Withdrawals from a Christmas Club performed outside this period will incur the applicable fee (if any). All other transactions will be charged at the relevant fee per transaction regardless of when they are performed. For further explanation and details refer to our Fees and Charges brochure (QCD0006). Relationship Balance refers to the value determined by adding together the credit balances of your contributing savings accounts, the drawn down balance of loan accounts, and the balances of fixed term deposits (excludes Fixed Term Deposits within the Retirement Savings Account) where you are Primary or Joint owner of an account. CONTENTS TRANSACTION ACCOUNTS...6 SAVINGS ACCOUNTS...12 ACCOUNTS FOR OVER 65s...17 HOW TO APPLY FOR AN ACCOUNT...20 ACCESSING YOUR ACCOUNTS...21 COMPLAINTS HANDLING PROCEDURES...25 SAFE INTERNET BANKING

6 TRANSACTION ACCOUNTS At Queensland Country we offer a range of transaction accounts which are designed to help manage your day-to-day finances and make your everyday banking much easier. We understand that everyone s needs are different so we have different account options available for you to choose from. You get to decide on which account will best suit you. Here is a quick summary of the general everyday transaction accounts we offer: TRANSACTION ACCOUNTS Available to ALL ACCESS ULTIMATE PACKAGE CASH MANAGEMENT Over 18s Ultimate Home Loan Package holders Over 18s Best used for Everyday use Everyday use Occasional use Requires a linked Queensland Country No Yes No product Features Monthly account service fee $ Free $ Free Transaction Limit* Unlimited Unlimited 10 per month Minimum opening deposit required No No No Access options ATM EFTPOS Branch Visa paywave Internet banking & Phone banking Direct debit BPAY ** Cheque book Bank@Post 1 This fee is not applicable if you meet the relevant fee waiver criteria. Refer to our Fees and Charges brochure. * Refer to our Fees and Charges brochure for the transactions which are included in this limit and for information on other fees and charges which may apply. ** Registered to BPAY Pty Ltd ABN

7 ALL ACCESS ACCOUNT The All Access account is a versatile, easily accessible account for people 18 years and over. Whether you prefer to conduct your banking face-to-face or use electronic options such as ATMs, EFTPOS or internet banking, this account does it all. WAYS TO ACCESS YOUR ACCOUNT ATMs Internet banking and EFTPOS and Visa paywave Branch deposits and withdrawals - Deposits and withdrawals can be made at any Queensland Country Credit Union branch Phone service Direct credit & direct debit BPAY - Pay bills in minutes using internet banking, or phone banking Bank@Post - through participating Australia Post offices Cheque book FEATURES & BENEFITS UNLIMITED FREE TRANSACTIONS* WITH VISA PAYWAVE MONTHLY $6 SERVICE FEE** WORLDWIDE ACCESS ULTIMATE PACKAGE ACCOUNT The Ultimate Package account is the ultimate transaction account for our Ultimate Home Loan Package holders. Offering unlimited Queensland Country and partner ATM transactions, EFTPOS transactions, internet banking and phone banking transactions all with no monthly account service fee. WAYS TO ACCESS YOUR ACCOUNT ATMs Direct credit & direct debit Internet banking and EFTPOS and Visa paywave Branch deposits and withdrawals - Deposits and withdrawals can be made at any Queensland Country Credit Union branch Phone service BPAY - Pay bills in minutes using internet banking, or phone banking Bank@Post - through participating Australia Post offices Cheque book FEATURES & BENEFITS UNLIMITED FREE TRANSACTIONS* WITH VISA PAYWAVE MONTHLY NO SERVICE FEE WORLDWIDE 8 THINGS YOU NEED TO KNOW ELIGIBILITY All applicants must be aged 18 years and over. INTEREST Interest is calculated on the minimum monthly balance and paid annually. HOW AND WHEN DO I RECEIVE STATEMENTS? You can elect to receive statements electronically via e-statement. Statements are stored securely and conveniently in your internet banking and can be accessed at anytime. Statements are issued every three months in July, October, January and April. If you choose to receive paper statements, they will be mailed to your postal address so it is important to advise Queensland Country of any changes to your or postal addresses. ACCESS YOUR MONEY AT OVER 3,000 ATMs Queensland Country, Westpac, St.George, BankSA and Bank of Melbourne * Refer to our Fees and Charges brochure for the transactions which do not incur a fee and for other fees and charges which may apply. **Monthly account service fee waived if you meet the following criteria: Deposit $2,000 or more in Direct Entry deposits to your All Access account each month; or Total savings, investments and borrowings of $50,000 or more held in any of the Contributing Accounts as at the (last day) of each month; or An Australian War Veteran, Aged or Disability Pension is directly credited to the All Access Account the monthly service fee is waived for that month in which the account is credited; or A current Queensland Country Ultimate Home Loan Package is held in the same name as one of the account holders THINGS YOU NEED TO KNOW ELIGIBILITY Applicant must be a current Queensland Country Ultimate Home Loan Package holder. JOINT ACCOUNTS Where a joint account is required, at least one account holder must be a current Queensland Country Ultimate Home Loan Package holder. INTEREST Interest is calculated on the minimum monthly balance and paid annually. HOW AND WHEN DO I RECEIVE STATEMENTS? Paper statements are issued every 3 months in July, October, January and April. Please note e-statements are not available on this account type. Statements will be mailed to your postal address so it is important to advise Queensland Country of any changes to your postal addresses. ACCESS ACCESS YOUR MONEY AT OVER 3,000 ATMs Queensland Country, Westpac, St.George, BankSA and Bank of Melbourne * Refer to our Fees and Charges brochure for the transactions which do not incur a fee and for other fees and charges which may apply. 9

8 CASH MANAGEMENT ACCOUNT The Cash Management account is best suited to those who want to earn a little interest on their savings but still want occasional access to their money. This account can also be a great place to park your money when you re between purchases or investments. WAYS TO ACCESS YOUR ACCOUNT ATMs Direct credit & direct debit Internet banking and EFTPOS and Visa paywave Branch deposits and withdrawals - Deposits and withdrawals can be made at any Queensland Country Credit Union branch Phone service BPAY - Pay bills in minutes using internet banking, or phone banking Bank@Post - through participating Australia Post offices Cheque book FEATURES & BENEFITS 10 FREE TRANSACTIONS PER MONTH* WITH VISA PAYWAVE MONTHLY $6 SERVICE FEE** WORLDWIDE THINGS YOU NEED TO KNOW 10 ELIGIBILITY All applicants must be aged 18 years and over. INTEREST Interest is calculated daily and paid monthly, based on the daily closing balance at the applicable tiered interest rate. HOW AND WHEN DO I RECEIVE STATEMENTS? You can elect to receive statements electronically via e-statement. Statements are stored securely and conveniently in your internet banking and can be accessed at anytime. Statements are issued every three months in July, October, January and April. If you choose to receive paper statements, they will be mailed to your postal address so it is important to advise Queensland Country of any changes to your or postal addresses. ACCESS ACCESS YOUR MONEY AT OVER 3,000 ATMs Queensland Country, Westpac, St.George, BankSA and Bank of Melbourne * Refer to our Fees and Charges brochure for the transactions which are included in this limit and for information on other fees and charges which may apply. ** Monthly account service fee waived if minimum monthly balance remains above $5,

9 SAVINGS ACCOUNTS Whether you re saving with a specific goal in mind, saving for that rainy day whilst on a budget or just plain old saving, we have a variety of accounts that will suit most situations. Although our savings accounts are all different, they all have one thing in common they are designed to help you save money! Here is a quick summary of the savings accounts that we offer: SAVINGS ACCOUNTS BONUS SAVER ONLINE SAVER CHRISTMAS CLUB Available to Over 18s All ages All ages Features Monthly account service fee Free Transaction Limit* Minimum opening deposit required Access options Free Free Free 1 per month Unlimited free internet banking, and phone banking transactions Unlimited free withdrawals from 01 NOV to 31 DEC each calendar year ( Free Withdrawal Period ) No No No ATM EFTPOS Branch Visa paywave Internet banking & Phone banking Direct debit BPAY ** Cheque book Bank@Post * Refer to our Fees and Charges brochure for the transactions which are included in this limit and for information on other fees and charges which may apply. ** Registered to BPAY Pty Ltd ABN

10 BONUS SAVER ACCOUNT The Bonus Saver is an account that rewards the dedicated saver. The Bonus Saver offers a competitive bonus interest rate that is achieved by depositing at least $20 in a calendar month and making no withdrawals in the same month. The bonus interest is paid in addition to the standard base interest and as there is no card access to the account, it makes it even easier to grow your savings. WAYS TO ACCESS YOUR ACCOUNT Internet Banking and Phone service Branch deposits and withdrawals - Deposits and withdrawals can be made at any Queensland Country Credit Union branch Direct credit & direct debit BPAY - Pay bills in minutes using internet banking, or phone banking FEATURES & BENEFITS 1 FREE TRANSACTION PER MONTH* MONTHLY NO SERVICE FEE ONLINE SAVER ACCOUNT The Online Saver is an account designed for those who want to be paid a competitive interest rate for managing their own savings account. If you do not need card or branch access to your funds and can manage your own savings through internet banking, or phone banking, then this may be the account for you. The Online Saver has no monthly account service fee and returns one of our higher interest rates on your savings. WAYS TO ACCESS YOUR ACCOUNT Internet banking and Phone service Branch deposits and withdrawals - Deposits and withdrawals can be made at any Queensland Country Credit Union branch Direct credit & direct debit BPAY - Pay bills in minutes using internet banking, or phone banking FEATURES & BENEFITS NO FREE INTERNET BANKING, MOBILE BANKING & PHONE BANKING TRANSACTIONS MONTHLY SERVICE FEE EARN INTEREST ON ALL YOUR SAVINGS MINIMUM OPENING NO BALANCE NO CARD ACCESS To encourage savings THINGS YOU NEED TO KNOW NOCARD ACCESS To encourage savings THINGS YOU NEED TO KNOW * Refer to our Fees and Charges brochure for the transactions which are included in this limit and for information on other fees and charges which may apply. ELIGIBILITY All applicants must be aged 18 years and over. INTEREST Interest is calculated on the daily closing balance and paid monthly. Bonus interest is paid when at least $20 is deposited into the account and no withdrawals are made in a calendar month. HOW AND WHEN DO I RECEIVE STATEMENTS? You can elect to receive statements electronically via e-statement. Statements are stored securely and conveniently in your internet banking and can be accessed at anytime. Statements are issued every three months in July, October, January and April. If you choose to receive paper statements, they will be mailed to your postal address so it is important to advise Queensland Country of any changes to your or postal addresses. MINIMUM OPENING NO BALANCE INTEREST RATE ELIGIBILITY Any person aged between 5 to 12 years of age (requires a parent or guardian to open the account as an authorised signatory and the account must be opened in the child s name). Any person aged 13 years and over and registered for Internet Banking access 1. Refer to Internet Banking, PhoneService and Mobile Banking Terms and Conditions of Use for further information. Trust accounts for children under the age of 18 (for children under the age of 5 the account must be opened by a parent or guardian in trust for the child). INTEREST Interest is calculated on the daily closing balance and paid monthly. HOW AND WHEN DO I RECEIVE STATEMENTS? You can elect to receive statements electronically via e-statement. Statements are stored securely and conveniently in your internet banking and can be accessed at anytime. Statements are issued every three months in July, October, January and April. If you choose to receive paper statements, they will be mailed to your postal address so it is important to advise Queensland Country of any changes to your or postal addresses. OTHER FEATURES & BENEFITS * Refer No to minimum our Fees and opening Charges balance brochure for the transactions which are included Split in your this limit pay and between for information your 1 on other Queensland fees charges Country which accounts may Internet banking between the ages of years is restricted to Internal Transfers within the one membership. Full access apply. internet banking is provided at the age of 16. Set as your primary account 14 15

11 CHRISTMAS CLUB ACCOUNT This account has been specifically designed to assist people to save for one of the most important times in the year Christmas. Saving money for Christmas is so much easier with our Christmas Club account. The earlier you can start saving for Christmas the better. By establishing a savings plan and putting a small amount into your Queensland Country Christmas Club account regularly throughout the year, you can really take the financial stress out of Christmas. Our Christmas Club account offers free withdrawals from 1 November to 31 December 1 each calendar year (Free Withdrawal Period), so you can access your savings just in time for the festive season. 1 Fees apply to withdrawals outside the free withdrawal period. Other fees and charges apply. Refer to our Fees and Charges brochure. WAYS TO ACCESS YOUR ACCOUNT Internet banking and Direct credit Phone service THINGS YOU NEED TO KNOW Branch deposits and withdrawals - Deposits and withdrawals can be made at any Queensland Country Credit Union branch FEATURES & BENEFITS FREE WITHDRAWALS 1 NOV TO 31 DEC* MONTHLY NO SERVICE FEE UNLIMITED FREE DEPOSITS MINIMUM NO OPENING BALANCE NOCARD ACCESS To encourage savings + ability to set up a savings plan * Refer to our Fees and Charges brochure for the transactions which are included in this free withdrawal period and for information on other fees and charges which may apply. OVER 65s ACCOUNTS 16 ELIGIBILITY Any person aged 5 to 12 years of age (requires a parent or guardian to open the account as authorised signatory to the account and account must be opened in child s name). Any person aged 13 years and over. Trust accounts for children under the age of 18 (for children under the age 5 the account must be opened by a parent or guardian in trust for the child). INTEREST Interest is calculated on the daily closing balance and paid monthly. HOW AND WHEN DO I RECEIVE STATEMENTS? You can elect to receive statements electronically via e-statement. Statements are stored securely and conveniently in your internet banking and can be accessed at anytime. Statements are issued every three months in OTHER FEATURES & BENEFITS July, October, January and April. If you choose to receive paper statements, they will No be mailed minimum to your opening postal balance address so it is important to Split advise your Queensland pay between Country your of any changes to your Queensland or postal addresses. Country accounts Set as your primary account 17

12 ACCOUNTS FOR OVER 65s Here is a quick summary of our account dedicated to our Members aged 65 and over: Only available to Best used for Features Monthly account service fee Number of free transactions per month* Minimum opening deposit required Access options ATM EFTPOS Branch Visa paywave Internet banking & Phone banking Direct debit & credit PENSION PLUS Over 65s Saving and spending Free Unlimited No PENSION PLUS ACCOUNT The Pension Plus account has been designed for pensioners and self funded retirees aged 65 years and over who: Want to earn interest on their savings balance with no monthly account service fees Like to conduct their banking face-to-face Want access to their savings through electronic banking channels such as ATMs, EFTPOS and Internet Banking. WAYS TO ACCESS YOUR ACCOUNT ATMs Internet banking and EFTPOS and Visa paywave Branch deposits and withdrawals - Deposits and withdrawals can be made at any Queensland Country Credit Union branch Phone service THINGS YOU NEED TO KNOW Direct credit & direct debit BPAY - Pay bills in minutes using internet banking, or phone banking Bank@Post - through participating Australia Post offices Cheque book FEATURES & BENEFITS UNLIMITED FREE TRANSACTIONS* MONTHLY NO SERVICE FEE WORLDWIDE ACCESS MINIMUM NO OPENING BALANCE 18 BPAY Cheque book Bank@Post * Refer to our Fees and Charges brochure for the transactions which do not incur a fee and for other fees and charges which may apply. ** Registered to BPAY Pty Ltd ABN ELIGIBILITY Queensland Country Personal Members who: Are receiving an Aged Pension from Centrelink or Department of Veterans Affairs; or Are self funded retirees aged 65 years or over. JOINT ACCOUNTS Where a joint account is required, at least one of the account holders must meet the eligibility criteria for this account type. INTEREST Interest is calculated daily and paid monthly, based on the daily closing balance at the applicable tiered interest rate. HOW AND WHEN DO I RECEIVE STATEMENTS? You can elect to receive statements electronically via e-statement. Statements are stored securely and conveniently in your internet banking and can be accessed at anytime. Statements are issued every three months in July, October, January and April. If you choose to receive paper statements, they will be mailed to your postal address so it is important to advise Queensland Country of any changes to your or postal addresses. WITH VISA PAYWAVE ACCESS YOUR MONEY AT OVER 3,000 ATMs Queensland Country, Westpac, St.George, BankSA and Bank of Melbourne * Refer to our Fees and Charges brochure for the transactions which do not incur a fee and for other fees and charges which may apply. 19

13 HOW TO APPLY FOR AN ACCOUNT In order to apply for a personal savings or transaction account with Queensland Country you must first become a Member. Any person can apply to join Queensland Country as long as they are eligible for membership. Queensland Country Credit Union Limited Memberships are created under a common bond where any person residing in the Commonwealth of Australia can have a membership with Queensland Country. UNDER 18 YEARS Persons under the age of five years are not permitted to hold a Membership with Queensland Country however, a Membership for the benefit of a child under the age of 5 years may be opened by a parent or guardian in trust for the child. Members will not become full shareholders of Queensland Country until they reach the age of 18. One unpaid $10.00 membership share is allotted and members under the age of 18 have no voting rights. Upon turning 18, Queensland Country will debit the Member s deposit account for the unpaid amount of $10.00 for the Membership Share at which time the Membership will then will have full voting and borrowing rights. OVER 18 YEARS All Members 18 years and over are required to become shareholders via a $10.00 share purchase during the membership application process. A Full Shareholding Membership, which includes voting and borrowing rights, is available to all eligible Members aged 18 years and over. Shareholding Members purchase one $10.00 share at the time of joining Queensland Country. Upon ceasing to be a Member of Queensland Country Credit Union, the $10.00 share is refunded. A Personal Membership Application form is available at any Queensland Country Credit Union branch see branch locations in the back of this brochure or visit our website to find the location of your nearest branch. ACCESSING YOUR ACCOUNTS Queensland Country offers a range of ways for you to access your money in order to make purchases, transfer to other accounts, pay bills or withdraw cash. Not all access methods are available on every account. Please refer to the specific account type you are considering to find out what type of access is available. CARD ACCESS ATM NETWORK We have a number of Queensland Country ATMs conveniently spread across Queensland. Our Members also have access to our partnered Westpac Group ATMs right across Australia. This includes Westpac ATMs, St. George ATMs, Bank of Melbourne ATMs and BankSA ATMs. You can access your money at over 3,000 locations throughout Australia and in more than 200 countries worldwide. Fees and charges may apply so please refer to the Fees and Charges brochure for further information. VISA DEBIT CARD Our Queensland Country Visa Debit card makes accessing your accounts a breeze. Visa Debit cards allow account holders to enjoy all of the advantages of using a credit card but with the added benefit of using your own money. You have the choice to pay now instead of having to pay later by using a credit card. With your Queensland Country Visa Debit card you can: Purchase in store, online, mail order and over the phone Wave and go using Visa paywave Use at any ATM or EFTPOS facility anywhere throughout the world where Visa is accepted Access your money at over 3,000 ATMs Australia wide using Queensland Country, Westpac, St. George, BankSA and Bank of Melbourne ATMs Use at any of the 3,500 Bank@Post participating Australia Post outlets Main features and benefits of having a Visa Debit card: Unlimited free transactions when using the credit function with purchases (please note that some Merchants may charge fees for this transaction type) The ability to use the latest in contactless payment technology - paywave Increased fraud protection for transactions covered by Visa s Zero Liability Policy and Verified by Visa The card is embedded with an EMV chip which helps to protect your personal information Direct access to the very best entertainment experiences through Visa Entertainment PAYWAVE Looking to cut your payment time at the shop counter? Visa paywave is the latest in contactless payment technology. Just wave and go! Simply wave your Visa paywave enabled card past a Visa paywave reader for purchases under $100 and the transaction is complete in a couple of seconds! It saves time It s more convenient Your card does not leave your hand No PIN is required for purchases under $100 (some merchants may choose a lower limit) Payments are still secure and are covered by Visa s Zero Liability Policy Your paywave card is enabled to be used at any participating merchant. You don t need to enter a PIN for purchases under $100. If your purchase is over $100, you can still use the card; it will simply require a PIN. Visa paywave enabled cards are just as secure as any other Visa chip card and carry the same multiple layers of security protection. paywave it s the quicker more convenient way to pay. Visa Zero Liability Policy By pressing credit when you use your Visa Debit card, you gain access to all Visa s security benefits such as Visa s Zero Liability Policy which protects against unauthorised transactions. Visa s Zero Liability Policy is a guarantee from Visa that Visa 20 21

14 cardholders will not be liable for an unauthorised transaction made as a result of card fraud or stolen cards where the cardholder has not contributed to any compromise. VISA ENTERTAINMENT Visa Debit cardholders receive access to some of the best entertainment experiences. To access available concerts, cinema, sporting events and travel offers refer to to register and start receiving the latest offers. VERIFIED BY VISA Is a new way to add safety when you buy online. With extra security to your existing Visa card, Verified by Visa ensures that only you can use your Visa card online. Verified by Visa is an online service designed to make internet transactions through participating online stores safer by authenticating a cardholder s identity at the time of purchase. VISA DEBIT CARD DESIGNS We offer three designs for you to choose from. VISA DEBIT CARD ELIGIBILITY Visa Debit cards are available on several of our personal transactions and savings account. To be eligible, you must be of or over 16 years. For cardholders under the age of 16 and accounts where a Visa Debit card is not available on card accessible accounts, our Queensland Country CueCard will be issued. CARD FEES AND CHARGES, CARD RENEWAL AND REPLACEMENT Cards are issued free of charge when first issued and upon card renewal. Fees and charges may apply if a card is damaged, lost or stolen. Fees and charges may also apply to transactions conducted via Queensland Country Visa Debit cards and CueCards and these fees and charges may vary between accounts. Please refer to our Fees and Charges brochure for full details. Please read the Visa Debit card and CueCard Conditions of Use brochures in conjunction with this Product Information Brochure. HOW TO APPLY FOR CARD ACCESS TO YOUR ACCOUNT Applications are available at any of our branches. Please contact or visit your nearest branch for further details. BRANCH ACCESS You can access your accounts with us simply by visiting any of our branches throughout Queensland. Our branch opening hours vary by location and some branches are open on Thursday nights and Saturday mornings. For more information on branch locations and opening hours visit our website INTERNET BANKING ACCESS Managing your finances has never been easier since the introduction of internet banking. This easy access option allows you to control your banking from the comfort of your own home or workplace. Our internet banking platform provides you with access to your funds 24 hours a day, 7 days a week. Queensland Country uses 128-bit encryption to maximise the security of banking data sent via the internet. We also have enhanced our security measures to help prevent fraudulent activity through internet banking by implementing two factor authentication. Members will be required to have two factor authentication when accessing or transacting through Queensland Country s Internet Banking site. Depending on personal circumstances or preference you can select between using SMS Security or a Security Token as a second level of security when conducting your banking online. SAFE INTERNET BANKING Queensland Country are committed to ensuring your internet banking is as safe as possible which is why we require you to use either SMS Security or a Security Token device whenever you are conducting internet banking. Upon registering for internet banking, you will be given a Customer number and an Access Code. Transaction limits apply and may also vary depending upon the security measures applied to your Customer number. Once you have registered for internet banking and obtained your Access Code, you can use internet banking to: Check account balances Transfer funds between your accounts, to other Queensland Country accounts, or other financial institution accounts Pay bills using BPAY Set up regular transfers to other accounts or conduct once off transfers Receive electronic statements Activate cards View statements online and print statements View account information such as past transaction history and interest details SMS SECURITY SMS Security provides an additional layer of security when performing external banking transactions through Queensland Country s Internet Banking. When using SMS Security, a text message is sent to a nominated mobile phone number. This text message contains a temporary password that needs to be entered into internet banking before the external transfer can be completed. Using SMS Security greatly increases the security of external transfers but we won t inundate you with a message every time you need to transfer funds. We will only send an SMS in certain circumstances, for example, the first time you transfer funds to a new account that has not been previously set up in your payee list. Once SMS Security has been used to authorise a payment to a particular payee, those account details can be added to your payee list and SMS verification will not be required for future transfers to that account. Please note that the availability of SMS services can be affected if you are in an area with poor mobile phone coverage. Security Tokens can be purchased by Members who are in these areas to enhance the security of their internet banking. SECURITY TOKENS Queensland Country also offer Security Tokens which further increase the level of security to our Members when conducting their internet banking. This device provides internet banking users an extra layer of security to help protect account details and reduce the potential for unauthorised access occurring. Security Tokens can be used in place of SMS Security or in remote areas where SMS Security may not be available due to poor mobile phone coverage. Security Tokens are similar to a key ring and have a digital number display which is activated at the press of a button. Once the device is activated, a unique six-digit code called an Authentication Key is generated. You are required to enter your Customer number and Access Code to begin your internet banking session. This code can only be used once and a different code is generated approximately every 30 seconds. You will also be required to use the Security Token if you are authorising payments to third parties for the first time, reducing the risk of unauthorised internet transactions. Security Tokens can be purchased at any Queensland Country branch. Please refer to the Fees and Charges brochure for further information or contact your local branch for further enquiries

15 PHONE BANKING Phone banking is available 24 hours a day, 7 days a week. Once you have registered for phone banking and obtained your unique four digit Access Code, you can use our simple phone banking system to: Check account balances, recent transactions and other information on all your accounts Transfer money between your accounts Pay bills using BPAY Order interim account statements Verify if a cheque has been presented Phone banking numbers: from a land line, call (cost of a local call from any home phone in Australia) from a mobile, call (07) (call costs may apply, please refer to your telecommunication provider for fees and charges associated) BPAY BPAY is an electronic payment system that allows you to pay your bills directly through internet banking, phone banking, or over the counter at any of our branches, to Billers who participate in BPAY. To identify if you can pay a bill by BPAY, just look on the invoice or statement for a Biller Code and Customer Reference Number. DIRECT DEBIT Money can be withdrawn from your account by other institutions that you authorise to do so, such as private health companies, mobile phone providers, fitness clubs, insurance companies etc. If you provide them with your account details including the account name, BSB number ( for all Queensland Country accounts) and your account number (Member number), they will be able to withdraw the sum you are required to pay without having to worry about remembering due dates. DIRECT CREDIT Money can be automatically deposited to your account by a third party once you provide them with your account details. These direct credits can be one off payments or regular occurrences (such as your wages). All you need to provide the third party is your account details including the account name, BSB number ( for all Queensland Country accounts) and your account number (Member number). PERIODICAL PAYMENTS A periodical payment can be set up to regularly transfer a set amount of money to a Queensland Country or other financial institution account. This can be done very easily through Queensland Country s Internet Banking or simply by contacting us to arrange it for you. BANK CHEQUES Bank cheques may be arranged at any of our branches. TELEGRAPHIC TRANSFER We can assist with electronic transfers to a third party overseas or within Australia. AUTOMATIC SWEEP FACILITY An insufficient funds sweep facility automatically transfers available funds into a nominated default account from a related account if there are insufficient funds to cover a direct debit or cheque. BANK@POST TM Bank@Post TM is a service provided by Australia Post which allows you to complete a variety of financial transactions through Australia Post outlets on your Queensland Country accounts. These include: Deposits and withdrawals Payment for credit card bills There are over 3,500 participating Post Offices in Australia that provide this service and all that is required is your Queensland Country Visa card or CueCard. Bank@Post TM is a great alternative to visiting a Queensland Country branch if you are traveling interstate or are not located near a Queensland Country branch. FINANCIAL CLAIMS SCHEME The Financial Claims Scheme (FCS), also referred to as the Australian Government Deposit Guarantee, applies to deposits held in all Authorised Deposit-taking Institutions (ADIs) incorporated in Australia and authorised by the Australian Prudential Regulation Authority (APRA). This includes credit unions, building societies and banks. The FCS is an Australian Government scheme that protects total eligible deposits up to a limit of $250,000 for each account holder at each ADI. If an account holder has multiple accounts under the same name at the same ADI that are protected under the FCS, then the total combined amount of these accounts would be covered up to the FCS limit of $250,000. Queensland Country Credit Union Limited is an ADI incorporated in Australian and authorised by APRA and the deposit accounts provided are covered under the FCS. Further information about the FCS can be obtained from the APRA website gov.au and by contacting the APRA hotline on COMPLAINTS HANDLING PROCEDURES INTERNAL DISPUTE RESOLUTION Queensland Country has an internal dispute resolution scheme established to resolve any complaints or disputes relating to our products and services or the complaints handling process itself, where a response or resolution is expected. The expression complaint, for the purpose of this document means both complaint and dispute as defined under the relevant laws and regulatory requirements. PROCESS OVERVIEW 1. Wherever possible we will resolve your complaint at the time it is received. You should direct any complaint concerning the Credit Union, or its authorised representatives, to the person you are dealing with at Queensland Country, or their Manager, in the first instance. 2. If the issue is not resolved, we encourage you to lodge a formal complaint by completing a Complaint Notification Form (QCM0033) at any Queensland Country branch, although such notification is not required to be provided in writing. 3. You will receive acknowledgement of receipt of your complaint, in writing or orally, within 3 business days of its receipt and will be advised of the procedure for investigating and handling the matter. 4. We will write to you within 21 days of receiving your complaint, unless a different timeframe applies by law, to advise you of the outcome. Alternatively, we will advise you that a further period of time, not exceeding 24 days, will be required to conduct further investigations, with our formal proposal to resolve the matter being provided in writing to you no later than 45 days from when your complaint was first received. EXTERNAL DISPUTE RESOLUTION If we have made a formal proposal to resolve your complaint and you have told us that the proposal is not acceptable to you; or at least 45 days has elapsed since you made your complaint (whichever occurs sooner), you are entitled to have your complaint considered by the Credit and Investment Ombudsman Limited (CIO) ABN This is an external dispute resolution scheme of which Queensland Country is a member. We will provide you with information about how you can access this scheme, which is a free service. If your complaint relates to services provided by third parties or our business partners (including insurers or service providers) we encourage you to make direct contact with them in the first instance. Please contact Queensland Country if you experience any difficulty in the handling of your third party complaint

16 SAFE INTERNET BANKING TIP 1 TRY TO USE YOUR OWN COMPUTER FOR INTERNET BANKING Try to avoid conducting your internet banking on public computers. Some examples of public computers are hotel computers, local library computers, airport internet kiosks and friend s computers. TIP 2 MONITOR YOUR ACCOUNTS TIPS You should regularly check your account balances and transaction history for suspicious activity. Regularly monitoring your accounts can help you ensure that you identify problems early. Ensure you immediately report any discrepancies to Queensland Country. TIP 3 ENSURE THE WEBSITE YOU ARE ON IS SECURE To ensure your internet banking is secure, follow this simple guide: Always log on to internet banking by typing Always check there is a padlock symbol in the status bar of your browser Never follow an link which takes you directly to a login screen Always remember to close your internet banking session when finished by logging off from the secure website. CONTACT US IF YOU HAVE A CONCERN If you have any concerns around your online banking security or if you believe your online banking details may have been compromised please contact the staff at your local branch. Alternatively, you can alert us of any suspicious activity you have witnessed by ing us at info@qccu.com.au or contacting our Call Centre staff on TIP 4 INSTALL ANTI VIRUS SOFTWARE Install anti virus security software on your computer. There are a number of software programs on the market at a relatively low cost which are designed to protect your computer. These programs can be used to create personal firewalls, protect your system from viruses, spyware, adware and other malware that can infect your computer. Ensure you regularly update your anti virus software so your system is protected from any newly identified threats. TIP 5 CREATE A GOOD PASSWORD Try and create a good password; one that is difficult for someone else to guess. Also try to avoid using your personal details such as your childrens names, birthdays, other family names and other personal information that hackers can find by searching social media channels such as Facebook. Here are some guidelines to creating a good password: Make it at least 8 characters Use a mix of upper and lower case letters Add in some numbers You should also change your online banking passwords often. It is recommended to change it several times a year to reduce the chance of hackers uncovering it. Try and avoid using the same password for all online logins. If a hacker uncovers a commonly used password for one online account, they will have access to all your online accounts if you use the same password. You should protect the security of your password at all times, do not record it or disclose it to anyone. If you believe your details may have become known to another person, you should log on to our internet banking site immediately and change your Access Code. Here are some of the most common methods being used by thieves to target personal and financial information through internet banking. Phishing Phishing is attempting to acquire information such as usernames, passwords, and credit card details by impersonating a legitimate or trustworthy entity in an electronic communication. Communications claiming to be from popular social web sites, auction sites, online payment processors or IT administrators are typically used to lure the unsuspecting online user. Phishing is normally carried out by instant messaging or spoofing and it often directs users to enter details at a fake website whose look and feel are almost identical to the legitimate one. Trojan virus A Trojan virus is a standalone malicious file or program that does not attempt to inject itself into other files unlike a computer virus and often appears as a legitimate file or program. Trojan viruses can make copies of themselves, steal information, or harm their host computer systems. Once a computer is infected with a Trojan virus, the malware can be designed to steal end-user information, perform destructive harm on the target computer, or even download additional computer malware. Trojan viruses can be used for electronic money theft, data theft, downloading or uploading files on to a user s computer, keystroke logging and watching the user s screen. Spyware Spyware is a type of malicious software installed on a computer that collects information about users without their knowledge. Spyware is often secretly installed on a user s personal computer without their knowledge but some spyware such as keystroke logging may be installed by the owner of a shared, corporate, or public computer on purpose in order to intentionally monitor users. Spyware can collect almost any type of data, including personal information like bank or credit account information, user logins and internet surfing habits. Some spyware is capable of changing computer settings, resulting in slow Internet connection speeds, unauthorised changes to browser settings or functionality of other software. Spyware can also affect user control of a computer by installing additional software or redirecting web browsers. What to do if you receive a suspect or fraudulent If you fear you have received a suspect or fraudulent , you should take the following actions: Do not open it Delete it from your inbox and then permanently delete it from your deleted items folder If you have already opened the suspect and clicked on any instructed links, you should take the following actions: Use your virus protection software to scan your computer for viruses After scanning your computer and you are certain your computer is virus-free, change your internet banking Access Code If you are unable to complete a virus scan on your computer, please contact the staff at your local Queensland Country branch who can assist you with resetting your Internet Banking Access Code

17 HOW TO CONTACT US If you have any questions or need more information, please contact us: Branch Visit our website for a listing of all our branches. Post PO Box 679, Aitkenvale QLD 4814 Phone Website info@qccu.com.au BSB Queensland Country Credit Union CONDITIONS OF USE If you would like information about the fees and charges or other information relating to the products mentioned in the brochure, please ask any of our branch staff for the relevant brochure. Tax File Number Interest earned on all savings accounts must be declared for income tax purposes. If you do not provide us with your Tax File Number or Tax File Number Exemption, we must deduct tax from your interest earned at the highest personal income tax rate. You are not obliged to provide your Tax File Number or Tax File Number Exemption. Read with This document must be read in conjunction with: Fees and Charges brochure; Membership and Deposit Accounts Conditions of Use; Visa Debit Card Conditions of Use; CueCard Conditions of Use; Internet Banking PhoneService and Mobile Banking Terms and Conditions of Use; Financial Services Guide and Deposit Interest Rate Schedule. The information in this document does not take into account your objectives, financial situation or needs. Before acting on the information you should consider whether it is right for you and seek your own advice. Queensland Country Credit Union Limited ABN AFSL/Australian Credit Licence QCD V