Important Messages: The Customs Bank App Terms and Conditions, together with our Financial Services Guide, Schedule of Fees and Charges, Internet and Mobile Banking and BPAY Terms and Conditions, Visa Credit Card Terms and Conditions, and Access Methods Terms and Conditions govern your use of the Customs Bank App. These documents are available at all Service Centres, upon request or online.

The Customs Bank App does not have the Security Token feature that applies to Customs Bank’s Internet Banking.  This means that you will be able to set up and make mobile payments to new payees and billers without the protection of a security code to complete the transaction.  Please ensure that you read sections 5.3 to 5.5 below on how to protect your Customs Bank App Passcode and other things you must do or must never do.   

Please also ensure that you read about your liability for unauthorised transactions on the Customs Bank App in the Access Methods Terms and Conditions.

As a member of Customs Bank we will collect personal information from you from time to time. Click here to read our Privacy Notice, which explains how we collect, use and disclose personal information. Our Privacy Policy for APPs and Credit Reporting is available here.

You acknowledge that by registering to use the Customs Bank App, you are consenting to disclose your personal information to us to be held and used by us for the purposes in the Privacy Notice.

1. Getting Started

You will need to be registered for Internet Banking before you can use the Customs Bank App. If you have not registered with Internet Banking, contact us on 131 728.

2. Introducing the Customs Bank App

With the Customs Bank App, you can pay your bills using BPAY® and make payments to others using their Australian BSB and account number, check your account balance(s), transaction history, and transfer money between your Customs Bank accounts.

You can also use ‘Tap & Pay’ to make ‘contactless’ payments at merchants with compatible terminals on Android devices running Android Operating System 4.4 (KitKat) and above.

You must only use the Customs Bank App with a compatible iPhone or Android device. You can install and register the Customs Bank App onto a maximum of 2 devices.

3. Making payments

3.1. Making Payments using a BSB and account number 

Payments will be processed by BSB and account number only, without using an account name. Some institutions with unique account numbers may disregard the BSB number.

Please take care to enter the correct BSB and account number.

You should report mistaken internet payments to us as soon as possible after you become aware of them. You can report mistaken internet payments to us by visiting a Service Centre or by calling the Assistance Centre on:

  • 131 728 if calling within Australia;
  • (+61 2) 9287 0888 if calling overseas.

We will give you a notification number or some other form of acknowledgment which you should retain as evidence of the date and time of your report.

Please refer to the Internet and Mobile Banking and BPAY Terms and Conditions for more information about mistaken internet payments.

3.2 Making Payments using BPAY

Payments will be processed by using a valid Biller Code and Customer Reference Number. Although the Customs Bank App performs checks for a valid Biller Code, it is your responsibility to ensure all details are entered correctly as you may not be able to recover a payment if it is credited to the wrong Biller or to an incorrect Customer Reference Number.

You should notify us immediately if you think that you have made a mistake (except for a mistake as to the amount you meant to pay) when making a BPAY Payments or if you did not authorise a BPAY Payment that has been made from your Account.

Please refer to the Access Methods Terms and Conditions for more information about mistaken BPAY payments.

3.3 Tap & Pay using your Tap & Pay supported device

The tap and pay functionality of the app is designed for compatible Android devices only, running Android Operating System version 4.4 or a later. The Tap & Pay functionality is available to Customs Bank Members who hold a Customs Bank Visa Debit card and/or a Customs Bank Low Rate Visa Credit card.

For Tap & Pay supported devices, the Customs Bank App will provide the ability to set up Tap & Pay directly on your device.

Prior to using Tap & Pay, you must select a Customs Bank Approved card to be set up on your Tap & Pay supported device. If you have more than one Customs Bank Approved card, you can select which card you would like to use by swiping and selecting the correct card for that particular transaction.

Once you set up Tap & Pay on your device, you can enable and disable Visa payWave from within the Customs Bank App.

If set to ‘Disable payWave’, any attempted Tap & Pay payments will be declined by the merchant terminal. If set to ‘Enable Visa payWave’, you can make purchases up to $100, or such other limit as the merchant has set, by tapping the back of the device against a contactless reader.

If you make a purchase of over $100 you will be required to enter the PIN of the card registered with the Customs Bank App.

IMPORTANT NOTE: While set to ‘Enable Visa payWave’, Tap & Pay will work even if the Customs Bank App is closed (ie. so long as the phone is not asleep, locked or turned off).

4. Use of the rediATM and Branch Finder

You are able to locate rediATMs and branches (Services Centres) Australia-wide. Although care has been taken to represent accurate information and hours of operation for rediATMs, out of service ATMs may not be represented on the maps.

5. General Conditions

5.1. Daily payWave limits 

Tap & Pay payments made using the Customs Bank App are included in your daily payWave limits.

5.2. Customs Bank App Passcode

When you register for the Customs Bank App, you are required to set up a Customs Bank App passcode. You can change this passcode at any time, once you have logged into the Customs Bank App.

5.3. Protecting your Customs Bank App Passcode

You must look after your passcode so as to minimise the risk of allowing it to be used without your authorisation. Below are some guidelines to protect your passcode:

  • memorise the passcode as soon as possible;
  • use a unique number that is not obvious or can’t be easily guessed (eg. don’t use your date of birth or driver’s licence number); and
  • take precautions when using the Customs Bank App (eg. don’t let anyone watch you enter your passcode).
  • never tell or let anyone find out your passcode – not even family or friends;
  • never record a passcode on your device or computer; and
  • do not keep a record of the passcode with your device unless you make a reasonable attempt to protect the security of the passcode.

A reasonable attempt to protect the security of a passcode record includes making any reasonable attempt to disguise the passcode within the record, or prevent unauthorised access to the passcode record, including by:

  • hiding or disguising the passcode record among other records,
  • hiding or disguising the passcode record in a place where a passcode record would not be expected to be found,
  • keeping a record of the passcode record in a securely locked container, or
  • preventing unauthorised access to an electronically stored record of the passcode record.

These guidelines provides examples only of security measures and will determine your liability for any losses resulting from unauthorised transactions. Liability for such payments will be determined in accordance with the ePayments Code (where applicable) and the Access Methods Terms and Conditions.

5.4. Other things you must do

Lock your mobile phone device and take any reasonable steps to stop unauthorised use of the Customs Bank App or disclosure of your card details. Never allow another person to use your device to make purchases or payments

Notify us immediately if your device is lost or stolen or you suspect your Customs Bank App access passcode or your card details have become known to someone else. If your device is lost or stolen, also let us know if Tap & Pay has been set up on it. You can contact us on 131 728 to report the theft, loss, or misuse of your Android device or iPhone device, or breach of passcode security.

Only install approved applications on your Android device or iPhone and never override the software lockdown (ie. rooted device).

If you stop using a Tap & Pay supported device, make sure you first remove from the device any cards you have selected for Tap & Pay. You can do this through the Customs Bank App settings. Please note: deleting the Customs Bank App or restoring the device to factory default will not delete the cards. You must remove the cards prior to deleting the Customs Bank App.

6. Other things you should know

6.1. Using the Customs Bank App on more than one device

You can only install and register the Customs Bank App on a maximum of two devices.

If you are no longer in possession of your registered device/s, you can remove that device by registering another device or by calling us on 131 728.

You can install and register the Customs Bank App only on two devices at a time with your internet banking login.

If you are no longer in possession of one or more of your registered devices, you should remove them from your devices list from the ‘Settings’ menu, or by calling 131 728.
For security reasons, logging on to the Customs Bank App concurrently with another device(s) will terminate the session of the device that was last logged on.

6.2. Your account balance may include cheques awaiting clearance

When checking your account balance, please note that the amount described as available funds will not include cheques subject to clearance.

6.3. Fees

Any transaction fees and charges that apply to your Customs Bank accounts may apply to transactions made using the Customs Bank App. For more information refer to our Schedule of Fees and Charges or call us on 131 728.

You may incur data charges from your mobile service provider for downloading and using the Customs Bank App. You may also be charged fees or charges by merchants for using the facility.

6.4. Using your location data

If you grant the Customs Bank App permission to use your mobile device location information then you also consent to us logging this location information for security purposes and to enable other Customs Bank App functionality where location information is required (eg. nearest ATM).

6.5. Suspension or termination

We may suspend or terminate your use of the Customs Bank App without notice at any time eg. if we suspect unauthorised transactions have occurred or that the Customs Bank App is being misused.

6.6. Reporting Lost and Stolen Cards

Cancelling your card through the Lost and Stolen process, using the Customs Bank App, does not mean that you have disputed any unauthorised transactions made on your account. Call us right away if you need to report any unauthorised transactions.

The report lost or stolen function is reliant on computer and/or telecommunications systems. Disruptions to these systems may result in the report of damaged and lost or stolen functions being unavailable from time to time.

Whilst we make every attempt to decline transactions once you have completed the lost/stolen process, some transactions may still go through eg. transactions that are not sent to us for authorisation including some contactless payments or transactions processed when there is a system interruption. If you identify any unauthorised transaction you can lodge a dispute with us.

Reporting a card as lost/stolen will cause all transactions against the card to be declined including any recurring payments linked to your Customs Bank Visa Debit card and/or your Customs Bank Low Rate Visa Credit card.

The cardholder can report their card lost or stolen using the report lost/stolen function, however, the settings will only apply to the card(s) held by that cardholder.

7. Fingerprint Login

Where you have opted to enable Fingerprint login, any of the fingerprints you store on your phone can login and can authorise any transactions in your Customs Bank App. You should ensure that only your fingerprint/s are stored on your phone. When you login using Fingerprint login, you instruct us to perform those transactions.

You can delete any of the fingerprints you store on your phone at any time by going into your phones settings.

If you lose your phone, you must notify us as soon as possible.

We also recommend that you enable a screen lock on your phone, in addition to the Customs Bank App Passcode, so as to prevent unauthorised access to your phone and the app.

Your phone Passcode and your app Passcode must not be the same number.

8. Jailbroken / Rooted devices

Our Customs Bank App is available on a wide range of Android smartphones and iPhones. While we support many devices, experiences and performances may vary. Certain features like Cards and Tap & Pay, will not be available on jailbroken or rooted devices.

9. Disclosures

You agree that we may disclose your details to the recipient of the funds to aid them in identifying the transaction.

9.1. Changes to these Terms 

We reserve the right to vary these Terms and Conditions.

We will give you at least 30 days notice if any variation will:

  • impose or increase charges relating to your use of the Customs Bank App;
  • increase your liability for losses relating to transactions through the Customs Bank App;
  • adjust the transaction limits applying to your use of the Customs Bank App; or
  • indicate that your Services or delivery systems for the Customs Bank App is to be discontinued or withdrawn.

We will notify you of any material changes by electronic notice to you via your device, the Google Play or App Store. We may require you to confirm your acceptance of changes as a condition of allowing you to continue using the Customs Bank App.

Our obligation to give you advance notice does not apply if variations are required in an emergency to restore or maintain the security of the Customs Bank App.

Our obligation to give you advance notice does not apply if variations are required for security reasons.

We reserve the right to vary the types of services offered on the Customs Bank App.

9.2 Meaning of words

Card details means the card number and expiry date or security/verification code of your Customs Bank Visa Debit card and/or your Customs Bank Low Rate Visa Credit card linked to the Customs Bank App.

Customs Bank Approved Card means your Customs Bank Visa Debit card and/or your Customs Bank Low Rate Visa Credit card.

Your account means any Customs Bank account accessible using online banking.

Compatible Android means Android devices that meet the requirements listed in the Google or Apple Store.

Tap & Pay means the contactless payments functionality by which you can tap your phone at contactless terminals to pay.

Tap & Pay supported devices means any smartphone device that allows you to set up Tap & Pay directly on your phone. If you’re not sure whether your device qualifies, you can find out at Customs Bank.

The Customs Bank App means the Customs Bank App service described in section 1.

We, us, our or Customs Bank means Customs Bank Ltd. ABN 95 087 650 799. AFSL/Australian Credit Licence No. 240018, 25 Pelican St Surry Hills NSW 2010.

You or your means the person downloading the Customs Bank App.