Security
When entering your PIN, shield your hand from view so people around you can't see it. This reduces the chance of somebody "shoulder surfing" your PIN and using your card fraudulently. Some ATMs have built-in security features to protect customers from fraud. You won't be held responsible for fraudulent use of your card as long as you take reasonable care when using an ATM.
Fees and charges
ATM fees will vary depending on your bank and the type of account you have. You can get information about ATM fees from your bank.
Generally, you can use your bank’s ATMs free of charge if your account has free electronic transactions. Most banks charge a standard fee for using another bank’s ATM. This may include balance enquiries.
When something goes wrong
Contact your bank as soon as possible if something goes wrong when you use an ATM, even one operated by another bank. (Your bank will have to contact the other bank.) Typical problems include the machine:
- not returning your card
- not dispensing the requested amount of cash
- incorrectly processing a deposit.
The ATM may not have enough cash inside. Whatever the problem, your bank will adjust your account balance accordingly after discovering the cause of the problem.
Use of two ATMs leads to investigation mix-up
Ali went to an ATM of another bank to withdraw $100. After she entered her PIN, the ATM appeared to shut down, and ejected Ali’s debit card without any cash.
CASE 2Third search of ATM turns up missing $200
Ana gave her eftpos card to her partner, Jordan, to withdraw $200 for her. Jordan tried to withdraw money at another bank’s ATM. The ATM accepted the card and PIN, but part way through the transaction, an on-screen message said the transaction could not be processed, and the card was returned without any money.
CASE 3Missing money found during maintenance work
Tani deposited $1055 in her bank’s ATM, but it recorded receiving only $330. Seeing this, she cancelled the transaction and the machine returned $330 cash. She took this money into her local branch and deposited it into her account, telling the branch about her experience at the ATM.
Direct debits
A direct debit authority gives an individual or company permission to take funds directly from your bank account. A typical example is when you arrange a direct debit with your power or telecommunications company so your monthly bill is automatically paid from your account.
To set up a direct debit, you complete a direct debit authority form from the company (which is then called a direct debit i…
Cheques
What to do if you receive foreign chequesIf you receive foreign cheques, you will need to contact the issuer to make other arrangements to receive the payments. If your cheques are for an overseas government pension you may be able to register to receive the payments electronically. You can contact your bank for advice if you have any questions about your options.
Cheque acceptanceThe following p…
Mistaken payments
Mistakes happen from time to time, no matter how much care we take, and that includes when we do our banking. Sending money to the wrong person can result from a simple moment of inattention while doing internet-banking or copying a bank account number from an invoice or website. Of course, it goes without saying that care is essential when entering and giving out account numbers. They are a cruci…
Updated July 2021