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Commonwealth Bank Overview

Commonwealth Bank Australia is a leading provider of integrated financial services in Australia.  It is one of the most recognised banks in the financial industry in Australia. The vision of the institution is to excel at securing and enhancing the financial well-being of people.

The Commonwealth Bank commenced operations in 1912 under the Commonwealth Bank Act in 1911, which was an act to establish a government bank for the newly formed Australian nation. In the succeeding decades, many established banks were amalgamated with Commonwealth Bank, such as the State Bank of Victoria (1990) and the Rural Bank in 2000.

Commbank has a shareholder base of 800,000, with 81.3% of Australian staff being shareholders.  Most recent dividend per share is $1.99, which was a 1 cent increase from the previous period.

Commbank is included in the Morgan Stanley Capital Global Index and is listed on the Australian Securities Exchange.

Commonwealth Bank regards itself for having three strategic strengths, which are brand, scale, and diversified business mix.

Out of all Australian banks, Commonwealth bank has one of the strongest domestic presence, with the largest base of customers and has the largest financial distribution network, with the most number of access points.  Commbank has over 1,100 branches and over 4,300 ATMs in Australia. It also supports 200,000 EFTPOS terminals.

The Commonwealth Bank group is the first Australian bank to go real time, actually one of the very first in the world. It serves more than 4.6 million active online customers.  It is also Australia’s leading home loan provider, with almost two million customers.

The Commonwealth Bank Group is also present in the international arena, with retail banks in New Zealand and Indonesia, Vietnam, and China.  It also has life insurance operation in New Zealand, China, and Indonesia.  Commbank also has branches in major cities in the world such as London, New York, Mumbai, Ho Chi Minh, Beijing, Singapore, Tokyo, Hong Kong, and Auckland.

Commbank has five customer-facing business divisions: Retail Banking Services, Business and Private Banking, Institutional Banking and Markets, Wealth Management, and International Financial Services. The Bank also has five support divisions which include Financial Services, Risk Management, Enterprise Services, Human Resources, and Group Corporate affairs.

It strives to create a diverse work environment and flexible work options for its 52,000 workforces.  Almost 60% of Commbank’s staff is comprised of women.  Some flexible work options that Commbank provides for their staff such as parental leave, study leave, and career breaks.

Commonwealth Bank Customer Service

Commbank offers a full suite of integrated financial services, which includes premium banking, business banking, retail banking, institutional banking, funds management, insurance, investment, superannuation, and sharebroking products and services.

Commonwealth Bank has a comprehensive list of banking services to serve their customers.  Part of Commonwealth Bank customer service is to provide retail banking needs such as home loans, credit cards, personal loans, transaction accounts, demand and term deposits. Commbank is one of Australia’s leading credit card issuers.  

Commbank’s retail banking services deliver customised service for customers seeking affordable and simple banking services. Personal banking products include bank accounts, credit cards, personal loans, home loans, insurance, superannuation, and financial planning.

Customers have their own choice of bank accounts: NetBank Saver, GoalSaver, and Term Deposit accounts. The NetBank Saver account is an online savings account that is very flexible.  It allows money to be moved in and out of a linked CommBank transaction account using the CommBank app. The GoalSaver savings account allows customers to save regularly and earn a competitive bonus rate. Customers earn a bonus interest rate when they deposit at least $200 and make no withdrawals in the calendar month. CommBank accounts have great features such as competitive introductory rates and no bank fees, 24/7 instant transfers, and tools to help customers save.  To open a NetBank Saver and GoalSaver savings account, no minimum balance is needed.  Term deposits start at $5,000 investment.  These savings accounts offer customers the flexibility they need.  In case they want instant transfers or access their money, customers have an account that suits their needs.  

NetBank is the online banking facility of the Commonwealth Bank.  It is Australia’s number one online bank, winning Canstar’s Online Banking Bank of the Year.  It is convenient and provides 100% security guarantee for its customers. Commbank also provides its customers with its award-winning mobile banking facility.

Business and Private Banking oversees the bank’s small and medium enterprise customers.  Business and Private Banking also serves regional and agribusiness customers. The Institutional Banking and Markets division of Commbank oversees its government clients, major corporations, and institutional investors. Their products include capital raising and transactional and risk management products and services.

The Commonwealth Bank Group also provides services to governments, corporations, and other institutions in Australasia and the Pacific. Corporate customers of Commbank are able to access a whole range of financial markets services, distribution, trading, securities, corporate finance, equities, payments and transactions services, investment management, and custody services.

The Commonwealth Bank Group is also a full financial services provider, also offering investment products and superannuation.  The Group is one of the largest managers of Australian funds, handling a diverse range of wholesale and retail clients.

The Commbank Group also offers its customers a complete range of life insurance products, superannuation, retirement income, and general insurance products.

Commbank is also a big supporter of the community, with particular emphasis in the areas of education, youth, medical, technology, the arts and the environment.

 

Commbank customer support includes convenient 24-hour access to telephone banking, and it has an extensive ATM network and EFTPOS system.  It leads the market in online financial services with the Group’s internet banking site, NetBank.

Commonwealth Bank Contact Number

Here is a list of Commonwealth Bank of Australia contact numbers, email addresses and other details:

Services Contacts Remarks
Personal Banking
General enquiries

Lost, Stolen or Damaged Cards

13 22 21

+61 2 9999 3283 (calling from overseas)

24 hours a day
CommBank Awards 13 16 61 From 8 AM to 8 PM (Monday to Friday, Sydney/Melbourne Time)
Financial hardship 1300 720 814 From 8 AM to 9 PM (Monday to Friday and 9 AM to 2 PM, Saturday, Sydney/Melbourne Time)
Estate Settlement and Support 1800 686 153 From 8:30 AM – 5 PM, Monday to Friday, Sydney/Melbourne Time)
Colonial First State 13 1336 From 8 AM to 7 PM, Monday to Friday, Sydney/Melbourne Time)
Business Banking
General Enquiries 13 1998 24 hours a day
Merchant Services 1800 230 177 for existing merchant customers

1800 730 554 for merchant application enquiries

24 hours a day

8 AM – 6 PM (Sydney/Melbourne Time)

Agribusiness 1300 772 968

1300 654 133 (International Business)

24 hours a day

8:30 AM to 5:30 PM Sydney/Melbourne Time

Car & Equipment Finance

General Enquiries

1800 277 387 24 hours a day
Business Credit Cards 13 22 21

Business Awards credit cards

13 15 76

All other Business credit cards, including Corporate cards

24 hours a day
Online Banking 13 2339

CommBiz general enquiries

+61 13 2339

International callers

24 hours a day
CommBiz Markets 1300 222 339

Market General enquiries

+6 12 8055 4105

Overseas

8 AM to 6 PM

Monday to Friday

Sydney/Melbourne time

CommInsure
Annuities 1800 624 100 From 8:30 AM to 6 PM, Monday to Friday

Sydney/Melbourne time

Credit Card Insurance 13 3982

+61 2 9115 0004

(from overseas)

From 8 AM to 8 PM

Monday to Friday

Sydney/Melbourne time

Home and Car Insurance 13 24 23

+61 2 9633 9391

(from overseas)

From 8 AM to 8 PM, Monday to Friday

From 8 AM to 5 PM Saturday

From 8 AM to 5 PM (claims only)

Sydney/Melbourne Time)  

Investment Growth Bond 1800 624 100 From 8:30 AM – 6 PM

Monday to Friday

Sydney/Melbourne Time

Life Insurance 13 1056

+61 2 9115 0004

(calling from overseas)

From 8 AM – 8 PM

Monday to Friday

Sydney/Melbourne Time

Loan Protection Insurance 13 3982

+61 2 9115 0004

(calling from overseas)

From 8 AM – 8 PM

Monday to Friday

Sydney/Melbourne Time

Mortgage Protection 1 800 617 980
Simple Life 13 3982

+61 2 9115 0004

(calling from overseas)

CommSec
General Enquiries 13 1519

+61 2 9115 1417

(calling from overseas)

From 8 AM – 7 PM

Monday to Friday

Sydney/Melbourne time

International Securities 1300 361 170

+61 2 9115 1531

(from overseas)

24 hours US trading days

Commonwealth Bank Phone Number

Commonwealth Bank Phone Number

Aside from CommBank phone numbers, customers can go to the website and search for popular question topics and get common answers to these questions. There are also community topics that have online chats where customers can join in.  Some of the common community topics are Everyday Banking, Savings, NetBank, Cards, Mobile, Business Banking, Insurance, Merchant Services, Super and Retirement, and Cards.

Customers can also log on to NetBank and other online services for support, and online support for lost, stolen or damaged the card. There is also online support for activating the card and choosing a PIN.

Commonwealth Bank also has social media accounts that help customers reach them better.  Follow @CommBank on Twitter for the latest news, offers, and support.

 

Commonwealth Australia FAQs

 

  • How to register for Net Banking?

If you are a CommBank or a Commonwealth Bank personal account holder and have your card, your PIN and a mobile number that is registered with them, you can sign up online, and it takes only 5minutes.

If you are a personal account holder, customers can register online now for immediate access or register at any branch.

You can also register yourself over the phone by contacting the NetBank Helpdesk on 13-22-21 and choose the option 4.

Note; Net Banking help desk is open 24 hours and 7 days a week.

And, if you are a business account holder, you are advised to complete and print the NetBank Application form given in the link. The completed application form can also be handed in to your nearest CommBank branch or mailed to address mentioned in your reply from the Bank.

  • How do I activate my Commbank card and choose a PIN?

If you have got a new card, follow the steps below to simply activate your card in the CommBank app or in NetBank;

COMMBANK APP

  • Log on to the CommBank App
  • Tap on cards – then swipe across to find the right card
  • Tap on ‘Activate Card’
  • Enter your CommBank app PIN – then enter the last 4 digits of your card
  • Enter and confirm your new card PIN and then tap ‘Submit.

NETBANK

  • Register yourself for NetCode, if you are not already registered
  • Log on to NetBank – then go to ‘Settings.’
  • Under the ‘Security’ option tap on ‘Card Activation.’
  • Enter the last 4 digits of your card – then click on ‘check.’
  • Enter and confirm your PIN – then click Set PIN
  • Click on Get NetCode
  • Enter your NetCode – then click on ‘Activate.’

For more help, we recommend you to call on 13-22-21 or visit your nearest branch.

How long does it take to transfer money in CommBank?

It depends on the type of transfer;

  • If you are transferring from one Commbank account to another CommBank account, then the transactions are instant.
  • Transfers to other Australian financial institutions are generally available in the recipient’s account within 1-2 business days when made before 6 PM (Melbourne and Sydney Time) on business days. The account balance and available balance are updated immediately in NetBank.
  • IMT or International Money Transfers – It normally takes 2 to 5 working days to process an IMT, but may take longer depending on the recipient’s country and Bank.

Note 1; Transfers made on the weekend, a public/bank holiday or after the currency cut-off time will be processed the following business day.

Note 2; If you are making a payment to a new payee, including to or from your business accounts – it may take 24 hours as a security measure.

  • What are BIC and SWIFT codes?

A SWIFT code is termed as international bank code that determines or identifies particular banks worldwide. It is also known as BIC – Bank Identifier Code. CommBank uses SWIFT codes to send money to overseas banks.

A swift code consists of 8 or 11 characters.

For example; CommBank’s SWIFT code is CTBAAU2S. This code is given to anyone sending money to you from overseas. The code is made up of letters and numbers.

  • CTBA – Bank Code
  • AU – Country Code
  • 2S – Location Code

Remember; BIC and SWIFT codes are the same things, and the terms are interchangeable. Such other terms that are used by overseas banks include;

  • BSC – Bank Sort Code
  • NCC – National Clearing Code
  • CHIPS – Clearing House Inter Bank Payment Systems
  • IFSC – Indian Financial System Code

If you are sending money to someone overseas, you will need to get the recipients SWIFT to do the transfer.

Please Note; when entering a SWIFT in NetBank do not enter hyphens, special characters or spaces.

  • How do I let CommBank know that I am travelling overseas?

There are two ways to let your bank know you will be moving abroad for a while;

You can either log in to CommBank AppOverseas Travel – and, tell them about your trip or Log on securely to NetBank and let them know about your whereabouts.

By telling them where and when you are going, they can keep an eye out for any suspicious activity on your accounts and credit cards while you are away.

  • How to sort out the disputes in transactions?

Is there any false or incorrect transaction on your debit, credit or Travel Money Card? Or there is an issue with something you have purchased? Here is what you can do;

RULE OUT THE TRANSACTIONS YOU DON’T RECOGNISE

  • Was the purchase made by any family member of your or any other cardholder authorised to operate on your account?
  • Was the transaction done in a foreign currency and changed into Australian Dollars?
  • Is the transaction a regular membership, app download or subscription fee?
  • Check in NetBank if the business be trading under a different name – have a look at a particular transaction in more details and Google the name mentioned there.

If you would like to see your transactions in more detail log on to the CommBank app or Netbank – View Accounts – transaction history then click on + to get extra info like date/time purchased and business category.

CONFIRM AND THEY WILL HELP YOU PROTECT YOUR ACCOUNT

They do their best to help with most enquiries but only the business can resolve;

  • Refunds or exchanges if you change your mind
  • Issues with software you have downloaded
  • Membership or monthly subscriptions

Any pending transactions will need to be fully processed before they can help you raise a dispute, although it takes up to 3 to 5 business days to process a transaction, although it can take up to 10 business days or longer.

For extra security and code over your account, you can put a temporary lock on your credit or debit card in Netbank or you can also use the CommBank App. If you detect any suspicious activity call them immediately.

CONTACT THE BUSINESS QUICKLY

Some issues can be resolved faster by contacting the business directly. If the business can’t help, call them within 30 days of the date of the statement which shows the transaction you are disputing. If you don’t, they might lose any chargeback right they have under MasterCard and Visa scheme rules. However, this doesn’t apply to an unauthorised transaction that is regulated by the ePayments Code.

COLLECT THE SUPPORTING DOCUMENTS

As a part of their investigation, they may ask you for supporting documents of the transactions you want to dispute. Before you contact them, collect the following documents;

  • Bank statements
  • Photographs of the item if it’s not as described
  • And the business contact details

GET IN TOUCH

If you want to claim a transaction, here is how you can get in touch with CommBank Helpdesk;

  • Call them on 13-22-21 or +61-9999-3283 (If you are overseas reverse charges will be accepted)
  • For travel money cards complete a disputed transactions request form or either
  • Fax it to +61 -2-8737-3623 or Mailit to 2067 Operations Processing Centre Reconciliations and Disputes,
  • PO Box 492, Lidcombe, NSW 1825

Important Instructions; they will work hard to resolve your issues as quickly as possible. For all unauthorised transactions, they will immediately stop your card to protect your account from further fraudulent activities and will send you a new one.

In the meantime, if you have an everyday account – you can use the Cardless Cash feature on the CommBank app to make ATM cash withdrawals.

When you get your new card, it’s important to activate it and set a PIN immediately. Don’t forget to update any direct debits with your further card details too.

  • I want to know the interest that I earned in the last financial year.

You can find the summary of the interests you have made on your accounts and paid on loans quickly and easily in NetBank.  You are recommended to go to Interest & Tax Summary in NetBank. ‘

Check if you have told them your Tax File Number TFN or exemption while you are there. Withholding tax might apply to interest earned on your accounts under the Income Tax Assessment Act unless you have provided them with your TFN Exemption or TFN.

Note; you are not bound to provide your TFN or TFN Exemption, but if you don’t or if you have an overseas home address, they are required by law to withhold tax.

  • What is Tax Withholding?

Tax Withholding refers to the interest earned on your accounts unless you have provided them with your TFN – Tax File Number or TFN exemption.

  • When is interest on a NetBank Saver paid?

The interest for the NetBank Saver Account is paid on the full credit balances and paid monthly on the first calendar day of the month.

If you want to check the current interest rates, open the link here.

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