Frequently Asked Questions


Before you start

What is Rural Bank ONE?

Rural Bank ONE is an initiative of Rural Bank Limited, offering individuals and businesses and DIY Super Trusts in both metropolitan and regional Australia the opportunity to invest in a range of high-interest rate deposit products. Deposits with Rural Bank are used to support the Australian economy through loans to primary producers. For more information about Rural Bank ONE visit our About Us page.

I am a RBOnline customer what do I need to know or do ?

Existing RBOnline customers can retain and continue to use their existing accounts. RBOnline customers do not need to apply for a new account or transfer over existing accounts to Rural Bank ONE.

One of the benefits of Rural Bank ONE is that Rural Banks online products are now available to wider range of customers including Business and DIY Super. Please refer to the individual product pages on this website for more information.

The main differences between RBOnline and Rural Bank ONE are:

  • Fast Account Application
  • Open to more customers
  • All communications are now Electronic

Who is eligible to open a Rural Bank ONE account?

Any Australian resident over the age of 12 is eligible to apply for a Rural Bank ONE account. However for online applications you must be 18 or over. Australian businesses and DIY Super Trusts are also eligible to apply for a Rural Bank ONE account.

What products are available?


Applying for a Rural Bank ONE Account

What information do I need to proceed with my application?

The fastest way to apply for a Rural Bank ONE account is using our online application. For DIY Super products you also have the option to download the relevant forms and post us your details. The information required for applications will depend on the account type (personal or business) and product you are applying for. To find out exactly what you need, visit the relevant product page and click the ‘apply now’ button for details. You will then be presented with a summary of the process and information required for your particular circumstance.

Also, please refer to the Identity verification information below.

Where do I send my application?

Most Rural Bank ONE product applications can be completed online, however you may be required to send us supporting documents depending on your account (i.e. for Trusts we require certain documents). These details will be provided to you as part of the application process. If you are required to send us documents, or you choose to post us your application, our postage-free mailing address within Australia is:

Rural Bank ONE Deposit Account Applications
Rural Bank Ltd
Reply Paid 84135
RUNDLE MALL SA 5000

Please note: Faxed applications are not acceptable.

How long does it take to process my application?

Online applications: Once you have completed the online application you will receive conformation immediately via email that your application has been received and is being processed. We will then review the information you have provided in the application process and generally open your account within one business day or if your application is incomplete we will contact you. If you are required to send supporting documents we will wait until those documents have been received before opening your account.

Postal applications: Once we've received all the required documentation from you we will generally open your account within one business day.

How will I know my account is active?

Within one business day of applying for a Rural Bank ONE Account online, or us receiving your mailed application you will receive email confirmation that your account has been opened. Your account BSB, account number and instructions on accessing Internet and Phone Banking will be included within the email. If there are any issues with you application we will contact you.

What is Rural Bank ONE’s BSB?

Rural Bank's BSB is: 633-111

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Identity Verification

Do I need to be identified when applying for an account?

Online applications: Applying online is the fastest way to open a Rural Bank ONE account. If you are applying online, all individuals associated with accounts will need to have their identity verified. Existing Rural Bank customers will have the option to verify their identity by sending us a secure email using their Internet Banking. These details are provided during the online application process.

Mailed applications: If you are an existing Rural Bank customer and are applying for a DIY Super Term Deposit or Saver account by mail (i.e. you download and print the application form) you will not need to be identified again. New customers who are applying by mail will need to have their identity verified by completing a Rural Bank Identity Verification Form (which can be downloaded during the application process) and including this with their account application.

Do existing Rural Bank customers need to be identified again?

For online applications, existing Rural Bank customers can verify their identity by sending us a secure email using their Rural Bank Internet Banking (you will need to apply for Internet Banking if you do not have a log-in already, it only takes a few minutes). Details and secure email instructions are provided during online the application process. Existing customers who are applying by posting their application are not required to be re-identified.

What are my options for identity verification?

Online applications: If you're applying online for a Rural Bank ONE account in most instances you will be able to verify your identity during the online application process. For this you will need identity documents such as your drivers licence and Medicare card (or other options). Additional details will be provided before you start your online application.

Alternatively, during the online application process you will be presented with the option to verify your identity by visiting an Australia Post outlet.

Mailed applications: All DIY Super mailed applications can only provide identity verification by using the Rural Bank Identity Verification Form (which can be downloaded during the application process).

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Rural Bank ONE Personal Saver Account

What is the current Rural Bank ONE Saver interest rate?

A complete list of current interest rates is available from our rates page.

Who is eligible to open a Rural Bank ONE Saver Account?

Any Australian resident over the age of 12 is eligible to apply for a Rural Bank ONE Saver Account. However for online applications you must be 18 or over. If you are aged between 12 and 18, you must submit your account application through the mail. The account must be in the name of an individual or joint individuals (i.e. this is not a business account). Rural Bank ONE Saver Accounts are also suitable for self-managed (DIY) superannuation applicants.

You can apply online or by mailing us an application from the Personal Saver Account page or the DIY Super Saver Account page.

Can I have card and cheque book access?

Debit cards and cheque books are not available on Rural Bank ONE accounts. If you require card or cheque access to your funds, Rural Bank offers a range of other Savings and Transactional Accounts that may meet your needs.

Are there any fees?

There are no monthly account keeping or transaction fees. Rural Bank does however, charge fees for general banking services. For information about these fees, see the Schedule of Fees and Charges.

How do I make an opening deposit?

Transfer funds from another account (we will email you your new account BSB and Account number as soon as we create your account). Note, generally daily transfer limits apply when transferring money online however, you may be able to apply for an increase of your transfer limit by contacting your financial institution

How do I make ongoing deposits?

To make ongoing deposits to your Rural Bank ONE savings account you can either transfer funds electronically from another account or send a cheque payable to Rural Bank or the account holder/s. When sending a cheque, please be sure to include the account name and account number of the account for the cheque to be deposited to and your contact details.

How long does it take for my cheque deposited to clear?

Cheques deposited to your Rural Bank ONE account generally take three to five business days to clear from the date of deposit.

How do I withdraw cash?

To withdraw cash you will need to transfer funds to another bank account using Internet or Phone Banking and access the funds from that account.

When will I receive a statement?

Rural Bank ONE Saver Account holders receive a statement every six calendar months.

Can I use my Rural Bank ONE Saver account to pay bills?

Yes. Paying your bills with BPAY® is simple when you're registered for Internet and Phone Banking.

Is there a minimum balance requirement?

You need to make an opening deposit of any amount to open a Rural Bank ONE Saver Account. There is no minimum balance requirement to maintain your account.

Is there a maximum balance requirement?

The combined value of all your Rural Bank ONE Saver and Term Deposit accounts (whether individual or joint) can not exceed $2,000,000 unless agreed to by Rural Bank.

How is interest calculated and paid?

Interest on your Rural Bank ONE Saver Account is calculated daily.

Interest will be paid to your Rural Bank ONE Saver Account monthly.

If Rural Bank increases/decreases the Saver interest rate, will this apply to my Saver Account?

Yes. The interest rate for the Saver Account is variable. Any increase or decrease to the variable rate will apply to your account from the effective date.

Can I have a joint Rural Bank ONE Saver Account?

Yes. Your Rural Bank ONE Saver Account can be held jointly with another individual Australian resident over 12 years of age. However for online applications both individuals must be 18 or over.

Do I need to be identified when applying for an account?

When applying for a new account online, new and existing Rural Bank customers will need to have their identity verified. This can either be completed online during the application process (which is generally the quickest and easiest method) or alternatively you will also have the option to submit identity verification over the phone or at an Australia Post outlet.

If you are an existing Rural Bank customer, and are applying for an account by mail (i.e. you post your application form) you will not need to be identified again.

What do I need to apply?

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Rural Bank ONE Business / DIY Super Saver Account

What is the current Rural Bank ONE Business / DIY Super Saver interest rate?

A complete list of current interest rates is available from our rates page.

Who is eligible to open a Rural Bank ONE Business Saver Account?

Any Australian business is eligible to apply for a Rural Bank ONE Business Saver Account. However for online applications the business structure must comply with one of the following:

Proprietary company

  • The company has a maximum of four directors
  • The company has a maximum of two authorised signatories
  • All authorised signatories and beneficial owners are directors
  • All authorised signatories are present for the online application

Trust

  • The trust is made up of only individual trustees (not companies)
  • There are a maximum of two individual trustees
  • All individual trustees are authorised signatories
  • All trustees must be present for the online application

Sole Trader

  • The sole trader will be an authorised signatory to the account
  • There are only a maximum of two authorised signatories
  • All authorised signatories are present for the online application

Partnership

  • Partners are individuals (not trusts or companies)
  • Partnership consists of a maximum of two partners only
  • Only partners are authorised signatories to the account
  • All partners are present for the online application

Businesses which do not fit the above criteria can apply for a Rural Bank ONE Business Saver Account by mailing us the relevant forms and documents which can be downloaded through the application process.

You can apply online or by mailing us an application from the Business Saver product page.

Can I have card and cheque book access?

Debit cards and cheque books are not available on Rural Bank ONE accounts. If you require card or cheque access to your funds, Rural Bank offers a range of other Savings and Transactional Accounts that may meet your needs.

Are there any fees?

There are no monthly account keeping or transactional fees. Rural Bank does however, charge fees for general banking services. For information about these fees, see the Schedule of Fees and Charges.

How do I make an opening deposit?

Transfer funds from another account (we will email you your new account BSB and Account number as soon as we create your account). Note, generally daily transfer limits apply when transferring money online however, you may be able to apply for an increase of your transfer limit by contacting your financial institution.

How do I make ongoing deposits?

To make ongoing deposits to your account you can either transfer funds electronically from another account or send a cheque payable to Rural Bank or the account holder/s. When sending a cheque, please be sure to include the account name and account number of the account for the cheque to be deposited to and your contact details.

How long does it take for my cheque deposited to clear?

Cheques deposited to your Rural Bank ONE Business / DIY Super Saver account generally take three to five business days to clear from the date of deposit.

How do I withdraw cash?

To withdraw cash you will need to transfer funds to another bank account using Internet or Phone Banking and access the funds from that account.

When will I receive a statement?

Rural Bank ONE Business / DIY Super Saver Account holders receive a statement every six calendar months.

Can I use my Rural Bank ONE Business / DIY Super Saver account to pay bills?

Yes. Paying your bills with BPAY® is simple when you're registered for Internet and Phone Banking.

Is there a minimum balance requirement?

You need to make an opening deposit of any amount to open a Rural Bank ONE Business / DIY Super Saver Account. There is no minimum balance requirement to maintain your account. However, no interest is earned on balances less than $5,000.

Is there a maximum balance requirement?

The combined value of all your Rural Bank ONE Saver and Term Deposit accounts (whether individual or joint) can not exceed $2,000,000 unless agreed to by Rural Bank.

How is interest calculated and paid?

Interest on your Rural Bank ONE Business / DIY SUper Saver Account is calculated daily.

Interest will be paid to your Rural Bank ONE Business /DIY Super Saver Account monthly.

If Rural Bank increases/decreases the Saver interest rate, will this apply to my Business / DIY Super Saver Account?

Yes. The interest rate for the Business / DIY Super Saver account is a variable, any increase or decrease in the variable rate, will apply to your account from the effective date.

Do I need to be identified when applying for an account?

The following individuals associated with business accounts will need to have their identity verified:

  • Authorised signatories
  • Trustees
  • Sole traders
  • Partners

When applying for a new account online, new and existing Rural Bank customers will need to have their identity verified. This can either be completed online during the application process (which is generally the quickest and easiest method) or alternatively you will also have the option to submit identity verification over the phone or at an Australia Post outlet.

If you are an existing Rural Bank customer, and are applying for an account by mail (i.e. you post your application form) you will not need to be identified again.

What do I need to apply?

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Rural Bank ONE Term Deposit

What is the current Rural Bank ONE Term Deposit interest rate?

A complete list of current interest rates is available from our rates page.

Who is eligible to open a Rural Bank ONE Term Deposit Account?

Personal: Any Australian resident over the age of 12 is eligible to apply for a Rural Bank ONE Term Deposit. However for online applications you must be 18 or over. Rural Bank ONE Term Deposits are also suitable for self-managed (DIY) superannuation applicants.

Business: Any Australian business is eligible to apply for a Rural Bank ONE Term Deposit. However for online applications the business structure must comply with one of the following:

  • The company has a maximum of four directors
  • The company has a maximum of two authorised signatories
  • All authorised signatories and beneficial owners are directors
  • All authorised signatories are present for the online application

Trust

  • The trust is made up of only individual trustees (not companies)
  • There are a maximum of two individual trustees
  • All individual trustees are authorised signatories
  • All trustees must be present for the online application

Sole Trader

  • The sole trader will be an authorised signatory to the account
  • There are only a maximum of two authorised signatories
  • All authorised signatories are present for the online application

Partnership

  • Partners are individuals (not trusts or companies)
  • Partnership consists of a maximum of two partners only
  • Only partners are authorised signatories to the account
  • All partners are present for the online application

Businesses which do not fit the above criteria can apply for a Rural Bank ONE Account by mailing us the relevant forms and documents.

You can apply online or by mailing us an application from the Business Saver product page.

What terms are available?

You can choose from 3, 6 or 12 month terms.

How do I make an opening deposit?

When applying for a new account you will have a number of options for making an opening deposit:

  • Direct debit funds from another transaction account.
  • Post Rural Bank a cheque payable to Rural Bank or the account holder/s (remember to include your application reference number which is included with your account opened confirmation email from Rural Bank). Please note we won’t accept traveller’s cheques, international drafts or money orders.
  • Transfer funds from another account payable to Rural Bank or the account holder/s (we will email you your new account BSB and Account number as soon as we create your account. You can make an unlimited number of transfers into this account during the first 7 calendar days of your account being open). Generally daily transfer limits apply when transferring money online however, you may be able to apply for an increase of your transfer limit by contacting your financial institution.

A minimum opening deposit of $500 will apply with your Rural Bank ONE Term Deposit; while the combined value of your Rural Bank ONE Term Deposit and Rural Bank ONE Saver (if applicable) can not exceed $2,000,000 unless agreed to by Rural Bank.

Once I have applied, how long is my interest rate guaranteed?

From the time your application has been received your term deposit rate will be guaranteed for 7 calendar days in which time you need to make a deposit equal to the minimum opening deposit. During this 7 day period you can make an unlimited number of deposits.

How long does it take for my cheque deposited to clear?

Cheques deposited to your Rural Bank ONE account generally take three to five business days to clear from the date of deposit.

Are there any fees?

There are no monthly account keeping or transactional fees. Rural Bank does however, charge fees for general banking services. For information about these fees, see the Schedule of Fees and Charges.

How is interest calculated?

Interest on your Rural Bank ONE Term Deposit is calculated daily.

When is interest paid?

Interest will be paid to your Rural Bank ONE Term Deposit at maturity.

If Rural Bank increases/decreases the Term Deposit interest rate, will this apply to my Term Deposit?

No. Once you start a term deposit, you will receive the same fixed rate for the entire length of your term.

Will I receive a statement?

Rural Bank ONE account holders receive a statement every six calendar months.

What happens when my Rural Bank ONE Term Deposit reaches maturity?

Prior to maturity of your Rural Bank ONE Term Deposit you will receive a letter from us which details options on having your funds paid out or rolling funds into a new term. If no instructions are received by us before the maturity date, we will automatically roll you principal and interest into a Rural Bank ONE Term Deposit for the same investment term (or the nearest equivalent term if the previous investment is no longer available) at the prevailing interest rate for that term.

Whenever you invest with us you have a 10 calendar day grace period, starting on the day after maturity, to make any changes to your investment. For instance, you may want to withdraw funds from your account, increase your investment amount or change the length of your investment term. During the grace period, you can make any such changes to your investment without incurring an interest rate reduction.

Can I withdraw funds prior to the maturity of the Rural Bank ONE Term Deposit?

From 1 January 2015, should you wish to withdraw or transfer your funds after the grace period, your funds will be available 31 days after we receive your request, or at maturity, whichever occurs sooner. This does not apply in cases of proven hardship, as defined by us. Any funds withdrawn after the grace period and prior to maturity will be subject to an interest rate reduction. For more information see the Rural Bank ONE Term Deposit Terms and Conditions.

Do I need to be identified when applying for an account?

The following individuals associated with accounts will need to have their identity verified:

  • All personal applicants
  • Authorised signatories
  • Trustees
  • Sole traders
  • Partners

When applying for a new account online, new and existing Rural Bank customers will need to have their identity verified. This can either be completed online during the application process (which is generally the quickest and easiest method) or alternatively you will also have the option to submit identity verification at an Australia Post outlet.

If you are an existing Rural Bank customer, and are applying for an account by mail (i.e. you post your application form) you will not need to be identified again.

What do I need to apply?

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Rural Bank ONE Farm Management Deposit

What are the current Rural Bank ONE Farm Management Deposit interest rates?

A complete list of current interest rates is available from our rates page.

What is a Farm Management Deposit?

A Farm Management Deposit (FMD) is an important cash flow management tool that enables primary producers to shift before-tax income from a year when they need it least to years when they need it most. For further information on FMD eligibility criteria and conditions refer to the Australian Government Department of Agriculture and Water Resources (www.agriculture.gov.au) and also the Australian Taxation Office (www.ato.gov.au). The information contained here is general information only and we recommend you seek your own professional advice on the suitability of a FMD in your own personal circumstances.

Who is eligible for a Farm Management Deposit?

Primary producers who have an off-farm taxable income of less than $100,000 per annum.

Are there restrictions or requirements to open a Farm Management Deposit?

  • The account must be opened in the name of an individual.
  • Funds must be deposited and held for a minimum of 12 months to receive or retain any applicable taxation benefit.
  • The total of all Farm Management Deposits held in an individual's name must not exceed $800,000.

How do I make an opening deposit?

When applying for a new account you will have a number of options for making an opening deposit:

  • Direct debit funds from another account (fixed interest FMDs only)
  • Post Rural Bank a cheque payable to Rural Bank or the account holder/s (remember to include your application reference number which is included with your account opened confirmation email from Rural Bank).
  • Transfer funds from another account (we will email you your new account BSB and Account number as soon as we create your account).

A minimum opening deposit of $1,000 will apply with a variable interest rate account and a $5,000 minimum opening deposit will apply with a fixed interest rate account.

How long does it take for my cheque deposited to clear?

Cheques deposited to your Rural Bank ONE account generally take three to five business days to clear from the date of deposit.

What happens to the interest earned?

Due to statutory regulations, FMD interest cannot be reinvested to the account and can only be credited to another account (held in the same name) with either Rural Bank or another financial institution.

What are the available terms for Farm Management Deposits and minimum account balances?

  • Variable interest rate account allows access at call and has a minimum opening and account operating balance of $1,000.
  • 3, 6, 12 and 24 month terms with a fixed interest rate that have a minimum opening and account operating balance of $5,000.

Are there any fees?

There are no monthly account keeping or transactional fees. Rural Bank does however, charge fees for general banking services. For information about these fees, see the Schedule of Fees and Charges.

How often is interest paid?

  • Variable interest rate – annually
  • 3 and 6 month fixed terms – paid at maturity
  • 12 and 24 month fixed terms – choice of monthly, quarterly or annually

Do I need to be identified when applying for an account?

When applying for a new account online, new and existing Rural Bank customers will need to have their identity verified. This can either be completed online during the application process (which is generally the quickest and easiest method) or alternatively you will also have the option to submit identity verification at an Australia Post outlet.

If you are an existing Rural Bank customer, and are applying for an account by mail (i.e. you post your application form) you will not need to be identified again

What do I need to apply?

What happens when my Rural Bank ONE Farm Management Deposit (FMD) reaches maturity?

Prior to maturity of your Rural Bank ONE FMD you will receive a letter from us which details options on having your funds paid out or rolling funds into a new term. If no instructions are received by us before the maturity date, we will automatically roll you principal into a Rural Bank ONE FMD for the same investment term (or the nearest equivalent term if the previous investment term in no longer available) at the prevailing interest rate for that term.

Whenever you invest with us you have a 10 calendar day grace period, starting on the day after maturity, to make any changes to your investment. For instance, you may want to withdraw funds from your account, increase your investment amount or change the length of your investment term. During the grace period, you can make any such changes to your investment without incurring an interest rate reduction.

Can I withdraw funds prior to the maturity of the Rural Bank ONE Farm Management Deposit?

Should you wish to withdraw or transfer your funds after the grace period, your funds will be available 31 days after we receive your request, or at maturity, whichever occurs sooner. This does not apply in cases of proven hardship, as defined by us. Any funds withdrawn after the grace period and prior to maturity will be subject to an interest rate reduction. For more information see the Rural Bank ONE Farm Management Deposit Terms and Conditions.

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Internet and Phone Banking

Where can I find out information about Internet Banking?

See also the following pages:

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Security Tokens

What is a Security Token?

A Security Token provides a second level of authentication for Rural Bank Internet Banking and is used in conjunction with your Access ID and Password. A Security Token creates a single use Authentication Key, which means it changes every time you use it.

There are two types of Security Tokens available:

  • e-token - a free digital option delivered via a smartphone app;
  • One-touch token - A physical token available to purchase for $25.

Why do I need a Security Token?

Like any other form of banking transaction, Rural Bank Internet Banking is a target for criminals.

One method used by criminals is to download a Key Logger virus on to your computer that records your keystrokes, e.g. your banking Access ID and Password, and then transmits them back to the criminals.

Using a Security Token to generate a unique single use Authentication Key improves your Rural Bank Internet Banking security. When a Security Token is activated at logon, even if criminals capture your Access ID and Password, your Rural Bank Internet Banking cannot be accessed without a current authentication key.

What types of Security Tokens are available?

There are two types of Security Tokens available:

  • e-token - a free digital option delivered via a smartphone app;
  • One-touch token - A physical token available to purchase for $25.

Can I have an e-token as well as a One-touch physical token?

Each Internet Banking Access ID can only be linked to one Security Token, either an e-token or a One-touch physical token.

Can I share my token?

e-tokens are assigned to a personal device and cannot be shared.

A One-touch physical token can be shared. To arrange this, please call our Internet and Phone Banking team on 1300 651 839.

Remember your individual Access ID and Password details must not be shared.

Which services can I activate my Security Token for?

Your Security Token will already be activated for the Pay Anyone, Bulk Payment and Telegraphic Transfer services if applicable.

The Security Token can also be activated for use at Internet Banking logon and for the BPAY® service.

To change the Security Token option follow the hyperlink to the Activate Token screen and make your selection from the drop down list. Confirm your choice by entering a Security Token generated number in the Authentication Key field, and then select the Activate button.

How do I arrange a free e-token?

An e-token is a free digital option delivered via a smartphone app called the Symantec VIP Access app. The app generates a 6 digit Authentication Key you can enter into e-banking when prompted to provide an Authentication Key.

You can download the app from their App store:

Contact our Internet and Phone Banking team on 1300 651 839 to activate your e-token.

What devices are compatible with the e-token?

e-tokens are compatible with most current smart phones.

They are widely supported on:

  • iPhone and iPad IOS 4.3 and higher;
  • Android v 2.3.3 and higher;
  • BlackBerry 10.1 and higher;
  • Windows Phone 7.5, 8 and 8.1.

Please contact our Internet and Phone Banking team on 1300 651 839 if you require further information.

I’ve just got an e-token - what do I do with my old physical token?

Please return it to your nearest branch for secure disposal.

How do I use an e-token on a PC/Desktop?

By opening the e-token Symantec VIP Access app on your smartphone and entering the 6 digit Authentication Key displayed into the Authentication Key field on your PC/Desktop when prompted.

Is an e-token secure?

Similar to a wallet, your mobile phone is a personal item that contains confidential information and has the ability to provide additional security controls. Most smart devices allow you to set a password before the phone can be opened/accessed.

You should set a password in order to lock your phone and ensure that you do not save your details for logging into Rural Bank Internet Banking.

When selecting a 4 digit PIN or password for logging onto Internet Banking it’s recommended to use a unique set of numbers and not something that could be easily guessed, e.g. date of birth, sequence of numbers like 11111 or 1234. For additional security tips on how you can protect yourself online, please refer here for more information.

Will an e-token use my phone data?

Only the initial download and any updates that are required will use your phone data. Using the e-token to generate the Authentication Key does not require data or phone service.

What do I do if I have a new phone?

e-tokens are assigned to a specific phone. If you get a new phone you will need to download the e-token Symantec VIP Access app from your App store to the new phone:

Then contact our Internet and Phone Banking team on 1300 651 839 to activate your new e-token.

How do I purchase a One-touch physical security token?

An e-token is a free digital option delivered via a smartphone app.

Alternatively you can purchase a One-touch physical token for $25. Please contact your local Rural Bank representative or contact the Rural Bank Customer Service Team on 1300 660 115.

Once purchased, it may take up to ten business days to receive the One-touch physical token via post.

Will I receive a Tax Invoice when I purchase a One-touch physical security token?

An e-token is a free digital option delivered via a smartphone app.

Yes, when you receive your One-touch physical token a tax invoice will be included.

What should I do if I lose my One-touch physical security token?

You can arrange replacement of a Security Token by contacting your local Rural Bank representative. Alternatively you can contact the Rural Bank Customer Service Team on 1300 660 115 for further advice.

If you lose your Security Token rest assured that it is of no use to anyone else unless they also have your Access ID and Password. That is why you must never disclose your Password to any person under any circumstances. Do not write your Password down or store it on your computer, phone or with your Security Token.

If you lose your Security Token, and it is activated for use at Logon, you won’t be able to access Rural Bank Internet Banking until you contact us on 1300 660 115 to organise alternate arrangements.

What do I do if my Security Token is not working?

Please contact our Internet and Phone Banking team on 1300 651 839.


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e-statements

What are e-statements?

An e-statement is an electronic replica of your paper statement. Rural Bank Internet Banking provides you with 24/7 access to your e-states.

Do I need to register for e-statements?

No, if you are a registered user of Rural Bank Internet Banking you will automatically have access to your e-statements.

How often will e-statements be provided?

e-statements will be provided to you at the same frequency that paper statements are issued for your account.

How can I access my e-statements?

You can access your e-statements by logging on to Rural Bank Internet Banking and clicking on “Statements” in the left hand navigation panel.

You will then be directed to a secure site where your e-statements can be downloaded.

Who can access the “Statements” link on Internet Banking?

To access and view Rural Bank e-statements via Internet Banking, you must:

  • have an active Rural Bank Internet Banking User ID;
  • be a signatory of your accounts;
  • have an account that produces a statement.

What options are available for receiving my statements?

If you are a registered user of Rural Bank Internet Banking you will automatically have access to your e-statements. You then have the option to:

  • ‘Opt out’ of receiving paper statements so that you access all your statements electronically via Internet Banking. This can be easily done via the Statement Options facility within Internet Banking. You will need to register an email address to which we will send a notification once your e-statements are available to view online (up to 3 addresses can be registered per account); or
  • Receive both paper statements and have access to e-statements – this is the default position and no action is required by you if you are happy to receive paper statements and e-statements.

Please note: If you wish to ‘opt out’ of receiving paper statements, you will need to register email address(es) and ‘opt-out’ of receiving paper statements for each of your accounts.

How do I ‘opt out’ of (switch off) paper statements?

To ‘opt out’ of receiving paper statements:

  1. log in to Rural Bank Internet Banking
  2. click on “Statements” in the left hand navigation panel
  3. click on the “Statement Options” tab
  4. select the account you wish to opt-out of receiving paper statements for
  5. select ‘electronic only’
  6. provide between 1 and 3 email addresses (it is mandatory to provide at least one)
  7. click ‘update’

Can I go back to receiving paper statements?

Yes, at any time you can ‘opt in’ to recommence receiving paper statements. This can be self-managed within Internet Banking as follows:

  1. click on the Statement Navigation > Statements Options tab
  2. select the account you wish to receive paper statements for
  3. select ”paper and electronic option”
  4. click ‘update’

Will the delivery of paper statements be impacted by the introduction of e-statements?

No, the introduction of e-statements will not cause any change to the delivery of paper statements. In fact, you may be able to view e-statements via Internet Banking before you receive your paper statements by post.

Can I view a previous statement?

Yes, the archive retrieval function will enable you to retrieve e-statements via Internet Banking dating back to May 2011.

Can I view and save an e-statement?

Yes, Internet Banking includes a facility which allows you to view and save e-statements in PDF format.

How do I view or change the email address(es) where notifications are sent?

Any authorised party on the account can change the email address to which the statement notification email is sent. At any time, you can review the nominated email address(es) via Rural Bank Internet Banking as follows:

  1. go to the Statement Navigation > Statements Options tab
  2. select the account you want to review or change the email address for
  3. if required, simply update the email address(es).

Will an e-statement be produced for a closed account?

No, e-statements will not be produced for closed accounts. Closed account statements are produced differently and will continue to be delivered as paper-based statements.

Who do I contact if I have a query regarding e-statements?

For all enquiries, please contact:

Rural Bank Customer Service Team on 1300 660 115 or

Rural Bank Phone and Internet Banking Support Team on 1300 651 839.

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