CHAPTER 8: Providing You with Information **Clear Information Provided**

### CHAPTER 8: Providing You with Information **Clear Information Provided** 15. We will offer you clear information about our products and services, enabling you to make an informed decision on which product or service suits you best. 16. We may provide advice or suggest that you seek advice. ### CHAPTER 9: Communication Between Us and You **Communication Methods** 17. We will communicate with you promptly and provide information that is useful and clear. 18. Any information we are required to provide under this Code may be delivered: a) in writing, electronically, or by phone; b) by informing you that the information is available on a website or other electronic platform; or c) as otherwise agreed with you. However, if the Code specifies a method of communication, we will adhere to that method. 19. Where this Code requires written communication, this includes electronic communications. 20. All communication under this Code will align with our legal obligations or other applicable codes. 21. Our terms and conditions will be distinct from our marketing materials. ### CHAPTER 10: Responding to Your Request for Information **Response to Information Requests** 22. We will address your questions regarding our banking services. 23. If you request advice on any of our banking services, we will: a) provide it through staff authorized and trained to give such advice; or b) refer you to someone else who can offer advice, such as a lawyer, accountant, financial adviser, or financial counsellor. ### CHAPTER 11: What Information We Will Give You **Terms and Conditions, Fees, and Charges** 24. If you are entering into a contract for a banking service with us, we will provide you with: a) terms and conditions; b) fees and charges; and c) if applicable, interest rates. This information will be given before or at the time the contract is made and may be in separate documents. 25. The documents mentioned in paragraph 24 will clearly outline: a) the amount of fees and charges and the frequency of their credit or debit to your account; b) applicable interest rates, how and when different rates may apply, the method of interest calculation, and when interest will be debited; c) the frequency of account statements; d) how we may change fees, charges, interest, or other terms and conditions, and how we will notify you of these changes; e) for a loan, whether it is repayable on demand; and f) a statement that information on current standard fees, charges, and interest rates is available upon request. **Specific Information** 26. If applicable to your banking service, we will provide the following information in or with our contract: a) minimum balance requirement; b) any restrictions on depositing or withdrawing money from an account; c) repayment details; and d) how we process requests to cancel a direct debit arrangement. **Term Deposits** 27. Our terms and conditions for a term deposit account will include: a) how interest and principal are paid; b) how funds are handled at maturity; and c) details of any fees, charges, or interest rate changes due to early withdrawal. **Cheque Accounts** 28. Our terms and conditions for cheque-accessible accounts will include: a) the usual time taken to clear a cheque; b) how to arrange faster cheque clearance (special clearance); c) how and when a cheque can be stopped; d) the implications of crossing a cheque; e) the meaning of 'not negotiable' and 'account payee only'; f) the significance of removing 'or bearer' from a cheque; g) how to write a cheque to minimize unauthorized changes; and h) when a cheque will not be paid (dishonoured), including if post-dated or stale. **Exchange Rates and Commissions** 29. If we provide a foreign exchange service (excluding credit card, debit card, or travellers’ cheque), we will give you: a) details of applicable exchange rates and commission charges — if unknown, we will inform you how to find relevant information at the transaction time; and b) an indication of when overseas funds would typically arrive at their destination. **Insuring Your Property** 30. If you have a loan secured by a mortgage on your primary residence or a residential investment property, we will remind you annually of your obligation to insure the property. Our reminder will include: a) a suggestion to check with your insurer about your coverage; and b) a reference to the Australian Securities and Investments Commission’s MoneySmart website moneysmart.gov.au for property insurance information.