Services

Order cheque book

• How do I order a cheque book on my account?
• How long will it take to receive my ordered cheque book?

Stop cheques

• Can I stop cheques with NetBank?
• How will I know my cheque stop is successful?

Manage my statements

• Can I stop receiving paper statements?
• What are the benefits of stopping paper statements?
• How do I know when a new statement is available?
• Can I reinstate paper statements?

Order statements

• How do I order a statement on my account?
• Can I order a home loan, personal loan and/or credit card statement on NetBank?
• How many statements can I order?
• Can I order older statements?
• How long will it take to receive my statement?

Secure Internet Shopping

• What is Secure Internet Shopping?
• How do I register for Secure Internet Shopping?
• What is a Personal Assurance Message ?
• How do I unlock my Secure Internet Shopping password if I have input my details incorrectly whilst shopping online?

Order cheque book

How do I order a cheque book on my account?

You can only order cheque books for accounts linked to NetBank (excluding credit cards, home loans and personal loans), where a cheque book has been previously issued.

The order cheque book function is easy to use.  You can access it in the ‘Services’ section of the menu.

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How long will it take to receive my ordered cheque book?

You should receive your cheque book within 5 working days. If you haven’t received your cheque book after this period, call us on 13 2828, 24 hours a day, 7 days a week.

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Stop cheques

Can I stop cheques with NetBank?

Yes, via the 'Stop cheque' page.

You can stop single, multiple, or a range of cheques. For example, if your cheque book has been stolen, or you wish to stop any cheque you have accidentally issued.

You can also remove the stop you have previously placed on a cheque.

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How will I know my cheque stop is successful?

The stop is completed in real time and you will receive a receipt at the end of the process to confirm the success of the request.

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Manage my statements

Can I stop receiving paper statements?

Yes, you can ask to stop receiving paper statements for most transaction and savings accounts, and some loan accounts. The statement is available to you in NetBank, we just won’t send you a paper copy.

To stop paper statements, go to the ‘Services’ tab in NetBank and select ‘Manage my statements’ from the list on the left hand side of the page. Select the desired account(s) and click ‘Stop paper statements’.

In the future you will also be able to stop paper statements for credit card, home and personal loan accounts.

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What are the benefits of stopping paper statements?

The benefits of stopping paper statements include reducing paper clutter, increasing your account security, and reducing your impact on the environment. Stopping paper statements means that you can rest easy knowing that up to 7 years of your statements are securely available in NetBank instead of your filing cabinet, or being lost or stolen from your mail.

It also helps to minimise your environmental footprint by reducing the amount of paper and energy used to generate your statements.

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How do I know when a new statement is available?

If you have requested to stop receiving paper statements, we will send you an email and a NetBank bank message whenever there is a new statement available for you to view in NetBank.

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Can I reinstate paper statements?

Yes, you can request to receive paper statements again at any time. Go to the ‘Services’ tab in NetBank and select ’Manage my statements’ from the list on the left hand side of the page. Select the desired account then click on ‘Reinstate paper statements’.

If we are unable to send you an email notification, as for example your email address is not up to date in NetBank, we may recommence sending you paper statements and other information by mail.

We may also recommence sending paper statements and other information by mail if you cancel NetBank or your account becomes ineligible to receive information through NetBank.

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Order statements

How do I order a statement on my account?

You can only order statements for accounts linked to NetBank (excluding credit cards, home loans, term deposits, MISA, passbooks and personal loans).

The ‘order statement’ function is easy to use. You can access it under the ‘services’ section of the menu.

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Can I order a home loan, personal loan and/or credit card statement on NetBank?

You can only order statements for transaction accounts (e.g. Streamline, AwardSaver), via NetBank. You cannot order home loan, personal loan and/or credit card statements via NetBank.

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How many statements can I order?

There is a limit of 1 per day per account.

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Can I order older statements?

You can only use this function to order the most current statement on any NetBank linked account. If you need to order copies of older statements call 13 2828, 24 hours a day, 7 days a week.

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How long will it take to receive my statement?

Your statement should arrive within 5 working days. If you don’t receive it by then, call 13 2828, 24 hours a day, 7 days a week. If calling from oversea phone +61 13 2828.

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Secure Internet Shopping

What is Secure Internet Shopping?

Secure Internet Shopping is provided through the MasterCard SecureCode and Verified by Visa programs. By registering for it you can enjoy increased security when using your existing MasterCard or Visa at participating merchant websites.

Once you've registered for Secure Internet Shopping, when you purchase online with your credit card, a Commonwealth Bank dialogue box will request you to enter your Secure Internet Shopping password - just like entering your PIN at the ATM to validate the transaction. Within seconds the Bank will confirm your identity. This will ensure that it is in fact you making the purchase.

Your Secure Internet Shopping password is completely private and will never be shared with the merchant.

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How do I register for Secure Internet Shopping?

On the 'Secure Internet Shopping' page (found under 'services' tab) just enter the required information. Your details will be immediately updated to enable you to take advantage of the added security features when shopping online.

Please note that a password/SecureCode and Personal Assurance Message are created for each card number. If you have more than one credit card, you must register one card at a time and create a password and Personal Assurance Message for each card. Primary and additional cardholders will need to register separately and create their own unique password/SecureCode and Personal Assurance Message.

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What is a Personal Assurance Message?

When you register for Secure Internet Shopping, you will be required to input a unique Personal Assurance Message. The Personal Assurance Message can be between 1 and 100 characters. The Personal Assurance Message is an added security feature that reassures you are providing your password/SecureCode to the Commonwealth Bank.  

Each time you make an online purchase at participating merchants, your Personal Assurance Message will display on the screen requiring you to input your password/SecureCode.

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How do I unlock my Secure Internet Shopping password if I have input my details incorrectly whilst shopping online?

If you have incorrectly entered your Secure Internet Shopping password or SecureCode three times your record will be locked. To unlock your Secure Internet Shopping password or SecureCode, simply phone 13 2828, 24 hours a day, 7 days a week.

This will not affect your NetBank client number or password so you can continue to use NetBank as normal.

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