Our Internet and Mobile Banking will be offline for scheduled maintenance between 10:00 pm on Friday, 26th of July to 6:00 am on Saturday, 27th of July 2024. 

Our Internet and Mobile Banking will also be offline for scheduled maintenance between 8:00 pm on Saturday, 27th of July to 6:00 am on Sunday, 28th of July 2024.

If you’d like to speak to us, we’re available Monday to Friday 6:00 am to 8:00 pm (AEST) on 1800 445 445.

At risk of harm or need care

If you are in imminent danger of physical harm call the police on 000 immediately.

If you feel you are at risk of harm, physically, emotionally or financially, or need some extra care to regain or maintain control of your finances, we are here to support you and, as needed, refer you to external support.

If you are experiencing any of the following, please let us know:

Family and Domestic violence (including financial abuse)

What is family and domestic violence?

As well as physical and sexual violence, family and domestic violence includes threatening and coercive behaviour, emotional, psychological, and/or financial abuse (including elder abuse and electronic transaction abuse).

  • Family and domestic violence often occurs when one person in a relationship hurts another or makes them feel unsafe, and this is a repeated pattern of behaviour.
  • Family and domestic violence can happen to anyone, in any kind of relationship, and can cause you to live in fear.

We are here to support you if you tell us you are in a family and domestic violence situation and can help you by looking at ways you can regain or maintain control of your finances and financial independence.

What is financial abuse (including elder abuse and electronic transaction abuse)?

Financial abuse (which includes elder abuse and electronic transaction abuse) can happen to anyone, particularly when a person might be dependent on others for their day-to-day care or social contact.

Financial abuse occurs when someone takes away another person’s access to money or other financial resources, manipulates another person’s financial decisions, or uses another person’s money or financial resources, without their knowledge or consent.

Financial abuse can limit a person’s access to a safe home, adequate food or medical care. A ‘financial abuser’ can be someone you have known for a very long time, or someone you hardly know. A ‘financial abuser’ can also be someone that is employed to take care of you.

We understand that it can be very hard to talk about, report or stop financial abuse. If you suspect financial abuse is occurring, please speak with one of our staff members separately from your support person, friend or carer. Rabobank’s contact details are listed under the “How we can help" section below. When you tell us that you suspect financial abuse is occurring, depending on your personal circumstances, we will look at ways to support you.

Elder abuse

Elder abuse can be a single, or repeated act, or lack of appropriate action that occurs in any kind of relationship where there is an expectation of trust, which causes distress or harm an older person.

Elder abuse can be physical, emotional, psychological, sexual, financial, or reflect intentional or unintentional neglect. 

Electronic transaction abuse

Electronic transaction abuse is the use of digital payment channels as an alternate messaging service to send abuse or threaten abuse via the description and reference fields in payment transactions. Digital payment channels are often used to avoid blocks on other channels like SMS, phone or social media to reach the recipient.

Customers can report offensive and/or abusive messages received via inbound payments by submitting an Enquiry or by calling Rabobank. Rabobank’s contact details are listed under the “How we can help" section below.

Offensive and/or abusive messaging reported to Rabobank will be sent to a dedicated Rabobank employee for review and action. Appropriate action will be taken for customers not acting in line with Rabobank’s updated product and internet banking services conditions of use and terms and conditions.

Examples of possible indicators that you might be in a financially abusive situation

We have listed some examples of possible indicators that you might be in a financially abusive situation below:

You are being pressured to:

  • change your will, power of attorney or other legal arrangements;
  • sign a document, such as a blank withdrawal form or blank loan application;
  • invest money in schemes that you are not familiar with or that you are not comfortable investing in;
  • act as a guarantor when you feel you don’t understand the transaction and the risks involved, or when you simply don’t want to act as a guarantor;
  • isolate from your friends and family; or
  • give the person what they are requesting financially, so that you are not isolated from others.

Your:

  • signature has been forged on cheques, bank accounts or legal documents;
  • bills haven't been paid, even though you have entrusted someone to do this for you; or
  • money is being used for a purpose other than what you have instructed or consented to.

Or:

  • unexplained withdrawals or transfers have been made from your bank account(s);
  • a person is accessing or controlling your bank account(s) or using your bank account(s) without your knowledge or consent; or
  • someone is pressuring you to appoint them as your enduring power of attorney.

Other circumstances we can help with

We understand that life doesn’t always run smoothly, and you may find yourself needing help when dealing with difficult and challenging circumstances. It could be that your life isn’t going as planned because you are suffering from:

  • Age-related impairment: You may have trouble undertaking normal activities if you have a physical or mental age-related impairment, e.g. limited hearing / impaired vision.
  • Dementia: We want to help you if you are living with dementia to remain financially independent for as long as possible and be less vulnerable to financial abuse. 
  • Cognitive impairment: Having a cognitive impairment makes it hard to remember, learn new things, concentrate or make decisions affecting everyday life.
  • Mental illness: This health problem affects how you feel, think, behave and interact with other people.
  • Serious illness: A serious illness can impact your ability to earn an income and put a dent in your finances.
  • Limited English: if you have limited English, please contact us and we will make the necessary arrangements for a translator or interpreter through National Accreditation Authority for Translators and Interpreters (NAATI).
  • Any other personal, or financial circumstance causing significant detriment: This could range from the loss of a loved one to a relationship breakdown or a natural disaster.

How we can help

You can speak to our call centre or branch staff about your banking needs; we’re here to help.

Rabobank Australia
(Farm & Agribusiness)

MON – FRI 6am - 8pm (Sydney time) or call your local area manager.

If you are calling from overseas:

+61 2 8268 4511

Rabobank Online Savings
(RaboDirect)

MON – FRI 6am - 8pm (Sydney time)

If you are calling from overseas:

+61 2 8268 4513

How our support works

We can help you look at ways you can regain or maintain control of your finances and financial independence. Including:

  • How we will communicate with you and other account holders; 
  • We will explain to you the information we must share with other account holders (e.g. transactions on the joint account) so that you can plan accordingly; 
  • We will be respectful of your confidentiality, particularly in any domestic or family violence situation. We will always take care to protect your personal information and ensure it is in line with our Privacy Policy;
  • Referring you to internal and external support (if appropriate).

What we can do to help

Once you’ve told us about your situation, here are some of the ways we can help:

Security:

  • Set up a single point of contact within the Bank to protect your confidentiality and so that you don’t have to explain your situation again.
  • Change your online banking login details, password and PINs to help protect the security of your information.
  • If an account is held by two persons as a joint account, we will explore with you possible ways to change operating authority from one to operate to two to operate.
  • Put in place blocking of your Rabobank Online Savings account (for debits and credits) until written instructions have been provided or agreement is reached with both account holders on how to operate the account.

Privacy:

  • Change arrangements for anything we may need to send to you (including new debit cards). For example, by nominating the mailing address of a trusted family member or PO Box.
  • We can assist with the appointment of your agent or representative while complying with privacy obligations.

Other assistance:

  • If you are experiencing financial hardship or financial difficulty and would like to discuss the hardship or difficulty concerns in relation to your loans or other accounts (for example, you would like to be released early from your Term Deposit). Please refer to our hardship page to find out how we can help.
  • Understand your power of attorney arrangement, if you have one. If you have revoked an existing power of attorney or appointed a new attorney, we will review the new arrangement and update our records accordingly. Please click here for more information.
  • Identify and discuss with you the accounts you have and arrangements you can make as well as the implications of the changes.
  • Provide copies of documents such as bank statements, terms and conditions, and agreements free of charge to an agreed email or postal address.
  • Assist with alternative identification if you need to access or open new accounts.

You can also reach out to us at any time to discuss whether:

  • Withdrawals may be made on the account;
  • One or more joint account holders are required to approve transactions.

Or how to:

  • Change to two-to-sign and how that works;
  • Get account statements and correspondence separately.

What other support is available?

There are a range of supports available to help you or someone you know in the following situations. For support services applicable to your situation, click the relevant title

 

 

 

Lifeline

Lifeline provides free, 24-hour telephone crisis support service in Australia covering suicide prevention and mental health support and emotional assistance.

24 hours a day, 7 days a week.

Contact details:

Tel: 13 11 14
Lifeline Australia - 13 11 14 - Crisis Support. Suicide Prevention

 

1800RESPECT

A national family violence and sexual assault service.

24 hours a day, 7 days a week.

Contact details:

Tel: 1800 737 732
www.1800respect.org.au/

 

Family Relationship Advice Line

Information and advice on family relationship issues and parenting arrangements after separation.

8am-8pm Monday to Friday,
10am-4pm Saturday.

Contact details:

Tel: 1800 050 321
https://www.familyrelationships.gov.au/talk-someone/advice-line

 

Centrelink

Provides payments, social work counselling and third-party referrals. Centrelink also provides crisis payments for victims of domestic violence or other extreme circumstance who have left their home and cannot return.

Contact details:

www.humanservices.gov.au/

 

Federal Dept of Agriculture, Water and the Environment

Provides a Farmer Assistance Hotline and various support services such as Farm Household Allowances, Rural Financial Counsellors, Wellbeing and Mental Health Support, Drought Community Support, etc.

Contact details:

Farmer Assistance Hotline: 13 23 16 (Monday to Friday, 8am to 5pm local time)
https://www.awe.gov.au/agriculture-land/farm-food-drought/drought

 

The National Farmers Federation

FarmHub provides support to farmers including:

  • Farm Business Assistance,
  • Mental Health resources,
  • Climate info,
  • Learning & Development and
  • Drought preparation.

Contact details:

http://www.farmhub.org.au/

Financial Abuse

Financial abuse (which includes elder abuse and electronic transaction abuse) can happen to anyone, particularly when a person might be dependent on others for their day-to-day care or social contact. 

Financial abuse occurs when someone takes away another person’s access to money or other financial resources, manipulates another person’s financial decisions, or uses another person’s money or financial resources, without their knowledge or consent.

Financial abuse can limit a person’s access to a safe home, adequate food or medical care. A ‘financial abuser’ can be someone you have known for a very long time, or someone you hardly know. A ‘financial abuser’ can also be someone that is employed to take care of you.

We understand that it can be very hard to talk about, report or stop financial abuse. If you suspect financial abuse is occurring, please speak with one of our staff members separately from your support person, friend or carer. When you tell us that you suspect financial abuse is occurring, depending on your personal circumstances, we will look at ways to support you.

Elder abuse

Elder abuse can be a single, or repeated act, or lack of appropriate action that occurs in any kind of relationship where there is an expectation of trust, which causes distress or harm an older person.

Elder abuse can be physical, emotional, psychological, sexual, financial, or reflect intentional or unintentional neglect. 

Electronic transaction abuse

Electronic transaction abuse is the use of digital payment channels as an alternate messaging service to send abuse or threaten abuse via the description and reference fields in payment transactions. Digital payment channels are often used to avoid blocks on other channels like SMS, phone or social media to reach the recipient.

 

Cyber-crime

Cyber-crime is a serious problem. Below is the link to Rabobank’s cyber security website page which gives some tips and resources to help you protect yourself online. If you need assistance or notice suspicious activities on your account, you should contact us immediately. Also, if you believe you may be experiencing or are a victim of cyber-crime, you should seek legal advice and support. Below is a list of support services.

 

Crisis Support

  • Call 000 if you are in immediate danger.
  • Lifeline. Lifeline provides Australians experiencing a personal crisis, contemplating suicide or caring for someone in crisis with 24 hour crisis support.

 

Financial abuse and how to protect yourself

 

Power of Attorney, Guardianship and Administration

 

Support and Advocacy

  • My Aged Care: Elder abuse concerns. Information on elder abuse and contact details for information and support options in every State and Territory.
  • ACT – Older Persons Abuse Prevention Referral and Information Line (APRIL) – 02 6205 3535
  • ACT – ACT Disability, Aged and Carer Advocacy Service (ADACAS) – (02) 6242 5060
  • NSW – NSW Elder Abuse Helpline – 1800 628 221
  • NT – Elder Abuse Information Line – 1800 037 072
  • QLD – Elder Abuse Prevention Unit – 1300 651 192. Interstate call (07) 3867 2525.
  • SA – Aged Rights Advocacy Service – 08 8232 5377
  • SA – Elder Abuse Phoneline – 1800 372 310
  • TAS – Tasmanian Elder Abuse Helpline – 1800 441 169 or (03) 6237 0047
  • VIC – Senior Rights Victoria – 1300 368 821
  • VIC – Elder Rights Advocacy – (03) 9602 3066 or 1800 700 600
  • WA – Elder Abuse Helpline – 1300 724 679
  • WA – Advocare – 1300 724 679 (Perth) or 1800 655 566 (rural)
  • WA – Welfare Rights and Advocacy Service – Provides independent advice, information, referral and ongoing casework assistance, including representation and advocacy, 08 9238 1751
  • National Aged Care Advocacy Line on 1800 700 600 or visit the Older Persons Advocacy Network (OPAN) website to find out more about advocacy services.

 

Cyber Security

National Debt Helpline

You can talk to a free and independent financial counsellor from anywhere in Australia.

Contact details:

Tel: 1800 007 007
https://ndh.org.au/

 

Australian Financial Complaints Authority (AFCA)

AFCA is a free, independent dispute resolution scheme to deal with complaints from consumers and small businesses about financial services products.

Contact details:

Tel: 1800 931 678
https://www.afca.org.au

 

MoneySmart

You can get guidance on general financial matters as well as specific information on protecting your money and yourself from financial abuse.

Contact details:

http://www.moneysmart.gov.au/life-events-andyou/families/financial-abuse

 

Legal Aid

Can provide advice on intervention orders, family law and civil / credit and debt matters.

Contact details:

Find a legal aid commission at www.nationallegalaid.org/

 

Community Legal Centres (CLC)

Provides advice on AVOs, family law, financial counselling and other general civil law.

Contact details:

Find a local CLC at https://clcs.org.au/

 

Women’s Legal Service Australia

Provides face-to-face legal advice through outreach services and runs a partnership to provide family law advice through Family Relationship Centres.

Contact details:

www.wlsa.org.au/ or
www.familyrelationships.gov.au

Be Connected program

The e-Safety Commission’s Be Connected program is designed to help older people navigate online banking.

Contact details:

Topic library (esafety.gov.au)

 

 

 

 

 

Sometimes unexpected things happen, or you may need someone to handle your affairs, or you could be planning for the future. This could be because you may have been injured in an accident, going on a holiday or working overseas or looking at entering aged care. This page provides you with information on how to plan ahead, information about powers of attorney and when they might be appropriate. This page does not cover medical powers of attorney. Consider planning ahead by setting up a power of attorney.

Power of attorney, guardianship and administration

 
 

Supported decision making

       

      Living with dementia

      • National Dementia help line on 1800 100 500. The National Dementia Helpline is a free telephone service that provides information and advice to:
      • People living with dementia.
        • People concerned about changes to memory and thinking.
        • People with Mild Cognitive Impairment (MCI).
        • Family, friends and carers of people living with dementia.
        • People who work in health and aged care.

       

       

      National Relay Service

      If you are deaf and / or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you.

      Contact details:

      Tel - voice relay number: 1300 555 727
      SMS – relay number: 0423 677 767
      National Relay Service | Department of Infrastructure, Transport, Regional Development and Communications, Australian Government

       

       

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