Our Commitment to Customers During COVID-19
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Rabobank
 

Our Commitment to Customers During COVID-19

Rabobank’s commitment

Rabobank remains open for business and committed to maintaining our high quality service during this time. Our commitment to our community of Rabobank clients and business partners along the food & agribusiness value chain remains unchanged.

Rabobank values the health and safety of our clients, staff and communities. As such, we have taken a range of precautionary measures for our people and the contact they may have with you as we monitor the spread of COVID-19 (Coronavirus) across Australia and internationally. Our Executive and Risk Management teams are meeting regularly to monitor the situation and make sure we are well prepared to respond as needed with the changing conditions.

Our Commitment to Customers During COVID-19

Ongoing support for our clients

With most of our staff working from home, and the branches largely unattended, we remain fully contactable and will be conducting all of our business over the phone and Skype.

For our farming and agribusiness clients, your Rural Manager will be in touch and if you need assistance please continue to contact your Rural Manager, your local branch number or our Customer Service Unit.

While the Australian agricultural sector is in an overall strong position, we also know the immediate priority for many clients is managing drought conditions or rebuilding following improving seasonal conditions, and we will continue to support you. Please get in touch with us to discuss support options, and we will be happy to assist.

During this period we would like to assure our clients and business partners that our strong commitment to you, and the agricultural sector, remains unchanged.

Need more information?

If you have any questions or need assistance, please call our Rabobank Client Services team on 1800 025 484 for Farm & Agribusiness or 1800 445 445 for Online Savings.

For the latest information please visit the Australian government COVID-19 website or the World Health Organisation for updates.

You can also find more updates on the impact of COVID-19 on the agricultural market on the RaboResearch website and hear the latest from our analysts on our RaboResearch podcasts.


Frequently asked questions

How do I place notice on my Notice Saver?

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Your Notice Saver can transfer funds into your High Interest Savings Account or nominated linked account.

All fund withdrawals require you to set-up a transfer notice. To do this, log into Rabobank Online Savings Internet Banking or Mobile App. Your transfer will automatically happen on the next business day after your notice period has passed.

Please note, all notices must be received before 4pm for funds to transfer the next business day.


Please follow the steps below:


Place notice on your Notice Saver

  1. Head to https://mysecure.rabobank.com.au/A1/au/login
  2. Login using your 8 digit customer number and select ‘Next’
  3. Follow the 4 steps on the right hand side using your Digipass. Enter the Digipass code displayed on your Digipass into where it says ‘Enter Digipass Code’
  4. Select 'Login'
  5. Go to the ‘Transfer Money’ tab which is located on the left hand side of your computer screen (Mobile App will display this tab at the bottom of your compatible mobile device)
  6. Select ‘From Account’ (Hint: This will be your Notice Saver account you wish to give notice on)
  7. Select ‘To Account’ (Hint: This could be to one of your Rabobank Online Savings accounts i.e. HISA or your verified nominated linked account)
  8. Provide the amount you would like to transfer out of your Notice Saver account
  9. If you would like to see a description for your transfer on your monthly statement, please enter this in the description field (This field can only accept alpha or numeric characters)
  10. Select whether or not it will be a recurring payment (Weekly, fortnightly or monthly)
  11. You will notice the system automatically generates the date your funds will be released. This is dependent on the type of Notice Saver account you have (31, 60 or 90)
  12. Select 'Continue'
  13. Confirm your transfer details if you are happy with what has been selected. If you have made an error, please select ‘Change’ to amend your transfer
  14. Follow the 7 steps on your screen to generate a second Digipass code (The Mobile App will ask for your 5 digit pin you use to login to the Mobile App)
  15. Enter your Digipass code that is generated into where it says ‘Enter Digipass Code’ then scroll down and select ‘Authorise’
  16. The transfer will initiate in which you should see on your screen ‘Transfer Successful’

See the release date of your funds

  1. Select ‘Transfer Money’
  2. Select the sub heading ‘Upcoming Payments’ displayed under the heading ‘Transfer Money’
  3. Select the Notice Saver product you have given notice on / transferred money from
  4. You will see the transfer details of your Notice Saver account here

Cancel the notice on your Notice Saver

  1. Select ‘Transfer Money’
  2. Select the sub heading ‘Upcoming Payments’ displayed under the heading ‘Transfer Money’
  3. Select the Notice Saver account you have requested to transfer money from
  4. Select the upcoming payment by clicking on the upcoming payment
  5. Select ‘Cancel Notice’
  6. Confirm the cancellation by following the 7 steps with your Digipass

What if I need my money in a hurry and I haven't provided you with the minimum notice required?

Unfortunately we can't release your funds early. You will need to serve a notice period and access your funds at maturity. We recommend that you maintain some funds in an at call account in case you need funds in a hurry.

For customers suffering financial hardship you can apply for early release of your funds. Please note that you will need to complete a statutory declaration as proof of your financial hardship. Please contact our Customer Service team for more information.


What is the minimum notice period that I can provide?

The minimum notice period varies depending on the product selected. The 31 Day Notice Saver has a minimum notice period of 31 days, the 60 day Notice Saver has a minimum notice period of 60 days and the 90 day Notice Saver has a 90 day minimum notice period.


How do I transfer money from my linked account?

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You can transfer funds into your High Interest Savings Account (HISA) using the 'Transfer money’ feature via both Internet and Mobile Banking if you have direct debits enabled. To enable direct debit functionality please contact our Sydney based team on 1800 445 445, Monday to Friday between 8am and 7pm.

You can also transfer funds into any of your HISA or PremiumSaver accounts via electronic funds transfer (EFT) from most Australian accounts using your Rabobank BSB and account number.


What are the daily transfer limits with Rabobank Online Savings?

All Rabobank Online Savings Accounts have a $100,000 transfer limit out to the nominated linked account. We offer temporary limit increases should your transaction exceed this $100,000 limit.

Please call our Sydney based team on 1800 445 445, Monday to Friday between 8am and 7pm to increase your daily limit.

Permanent limit increases can also be arranged should you transact frequently to your nominated linked account above your standard limit increase.


Rabobank Online Savings Transfer Limits (Individual, Joint, Business, Trust and SMSF)

 Transfers IN from Linked Account   $5,000,000
 Transfers OUT to Linked Account   $100,000
 Transfers between your Rabobank Accounts  Unlimited 


How do I know that my transfer has been successful?

You can check your transaction history, by choosing 'Transaction’ when selecting a specific account via your Rabobank Online Savings Internet Banking and Mobile Banking. Transfers that have not yet occurred can be found under ‘Transfer Money’ followed by ‘Upcoming Payments’.


How do I withdraw funds early from a Notice Saver account?

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The terms & conditions of your Notice Saver account require that 31, 60 or 90 days' notice is provided to withdraw funds from your account.


To do this, follow the below steps:

1. Log in to Rabobank Online Savings Internet Banking

2. In the ‘My quick links’ menu select ‘My savings'

3. Select ‘Transfer’


If you are experiencing financial hardship and require urgent access to your funds, please contact our team so we can discuss your options.

We may, at our discretion, allow an early withdrawal from a Notice Saver Account based on one of the following grounds:

  • Specified compassionate grounds (to prevent sale of your house by your mortgage holder, or to pay medical, disability or funeral expenses)
  • Grounds of severe financial hardship (for "reasonable immediate family living expenses" including loan repayments, rent arrears, outstanding bills, car repairs and medical expenses)

If these circumstances relate to you, before we are authorised to release your funds we will need to receive documentation that supports your hardship claim, for example, a bank statement, a rental bond agreement, medical documentation related to surgery or other supporting documents.

If you apply for an early release of funds, the statutory declaration must be completed by you and signed by an authorised witness. A list of these witnesses are included on the form. You may also include any supporting documents that you’d like us to take into consideration.

Please post all documents to:

Rabobank Online Savings

GPO Box 4715

Sydney NSW 2001

Once we receive your documentation, we’ll review your request and update you by phone within 2 business days.


If your request is extremely urgent, please don't hesitate to call us on 1800 445 445 or email us at clientservicesAU@rabobank.com


How do I obtain a statement via Internet banking?

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Your Rabobank Online Savings Statements will be available each month via Internet and Mobile Banking. In order to download your statement, please follow the below steps:

1. Log into Internet or Mobile Banking

2. Click on the 'Statements' tab

3. Select the account you wish to view statements for

4. Click on the 'Download' link on the right hand side of the month you are wishing to view the statement for



To view your Interest and Annual Tax Statement, simply log into Internet or Mobile Banking and follow these three easy steps:

1. Click on the 'Statements' tab and select 'Interest and Tax'

2. The financial years will populate for all accounts

3. Click on the 'Download' link on the right hand side of the tax year you are wishing to view the statement for


Is Rabobank covered by the Australian Government Guarantee?

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Yes, Rabobank is covered by the Australian Government Guarantee through the Government’s Financial Claims Scheme (FCS). This scheme provides protection and quick access to deposits in banks, building societies and credit unions in the unlikely event that one of these financial institutions fails.

Under the FCS, certain deposits are protected up to a limit of $250,000 for each account holder at any bank, building society, credit union or other authorised deposit-taking institution (ADI) that is incorporated in Australia and authorised by the Australian Prudential Regulation Authority (APRA).

The FCS can only come into effect if it is activated by the Australian Government when an institution fails. Once activated, the FCS will be administered by the Australian Prudential Regulation Authority (APRA).

In an FCS scenario, APRA would aim to pay the majority of customers their protected deposits under the Scheme within seven calendar days.


Where can I get further information on the FCS?

Information on the FCS is available on the FCS website – www.fcs.gov.au.

Contactless Limit Increase - What is happening?

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The payments industry will be temporarily increasing the contactless card PIN limit from $100 to $200 to help reduce the risk of COVID-19 transmission by reducing physical contact with the payment terminal.


When is the contactless limit increase happening?

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The new $200 limit will be progressively introduced across certain retailers starting in early April 2020.


Why is the contactless limit being increased?

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The increase in the contactless limit is consistent with similar increases implemented or under consideration in other countries in response to COVID-19. Increasing the limit to $200 means that fewer people will need to touch the payment terminal when paying for purchases up to $200.


How do I know when I can use the new $200 limit?

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The new temporary limit is being rolled-out progressively and will be available at certain retailers. You can ask the retailer whether the new limit is available and will also know at the time of payment by the PIN pad prompts.

If the new limit has been introduced at the retailer, you will be prompted to tap your card for purchases up to $200, and NO PIN will be required. If the new limit is not available at a certain retailer, you will still be prompted to enter your PIN for purchases over $100.

At all times, follow the PIN pad prompts.


Is the increase to the contactless limit likely to become permanent?

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The new $200 limit is a temporary measure in response to COVID-19. It is expected the limit will remain in place for a period of time and may be extended if necessary, based on Government advice.


What about security for the contactless limit increase?

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We will continue to monitor your account through our fraud systems and alerts. It is vital that you continue to keep your card safe at all times to protect against theft and check your account often. If you lose your card or have any concerns about unauthorised transactions on your account, please contact Client Services Monday – Friday 8am - 6pm (Sydney time) on 1800 025 484.


Are you experiencing financial hardship?

What can Rabobank do?

As we face the growing challenges of the Coronavirus (COVID-19), the financial and personal wellbeing of our clients and people remains our priority.

If you find yourself experiencing financial difficulties, contact your Rural Manager, nearest Branch or our Sydney based Client Services team:

 

Rabobank
(Farm & Agribusiness)

Rabobank Online Savings

phone

MON – FRI 8am - 6pm (Sydney time)
or call your Rural Manager.

If you're overseas call:

 

phone

MON – FRI 8am - 7pm (Sydney time)

If you're overseas call:

More information can be found on our Difficult Circumstances page.

What are the options?

Where you or your business has been impacted and you need assistance, you can get in touch with us to discuss support options and tailor an appropriate solution, which could include:

  • deferral of scheduled loan payments,
  • waiving certain fees and charges,
  • waiving break costs on early redemption of Rabobank Australia Limited issued deposits,
  • waiving of break costs on early redemption of farm management deposits to allow access to needed funds,
  • waiving of fees on loan increases necessary for capitalisation of interest and/or rebuilding operations and
  • waiving of fees for equipment finance variations.

Your finances are in good hands

We recognise that this is an unsettling period for all Australians. So we want to assure you that your finances are in good hands with us.

  • Rabobank Australia is part of the international Rabobank Group; the world’s leading food & agribusiness bank, and among the world’s 30 largest financial institutions.*
  • All deposits reinvested locally, they don’t go overseas. So you can have peace of mind that banking with Rabobank is supporting the Australian economy.
  • Deposits are covered by the Australian Government Guarantee.**

We also want to share with you how banking with us makes a difference. By holding deposits with Rabobank, you are supporting our farmers to grow and produce enough food to feed 75 million people, as every dollar saved is used to fund Australian food, farming and agriculture.



 

*Based on Tier 1 Capital. Our capital position remains robust: the common equity tier 1 (CET 1) ratio is 16.3 %, which is well above the regulatory requirement and Rabobank’s own minimum target of 14%.

**The Australian Government Guarantee protects the first $250,000 of all deposits held per person with Rabobank.

Rabobank Australia Limited ABN 50 001 621 129 AFSL no. 234700. The Rabobank Online Savings Terms and Conditions and Notice Saver Product Disclosure Statement are available at www.rabobank.com.au/corporate/legal. You should consider the relevant disclosure documents before making any decisions relating to any of our products. Early termination fees apply to Term Deposits.

Any advice contained on this page is of a general nature only and has been prepared without taking into account your objectives, financial situation or needs and because of that, you should, consider the appropriateness of the advice, having regard to your objectives, financial situation and needs before acting on the advice.