We understand the unease among Members and the broader community as the situation with COVID-19 (coronavirus) continues to unfold.

During these difficult times, SERVICE ONE maintains two key priorities:

1. the health and wellbeing of our Members, staff and the community, and
2. maintaining Member access to banking services and educating Members about remote services available.

This page will be updated regularly with the latest information and guidance, including the Government's response and support available. 

Maintaining access to banking services

As a result of social distancing requirements, an increasing number of workers working from home and potential lockdowns, we’re encouraging Members to be aware of all of the access services available to them. For Members without access cards and/or who have not established access to Internet banking, we encourage you to chat to us about these now. In addition, if you are not familiar with our digital capabilities such as Internet banking, the App, digital pay solutions, PayID and Osko instant payments, chat to us or use the links below to find out about how these may come in handy in the weeks to come.

Keep in mind the national ATM network (including rediATMs) is a convenient means to withdraw cash should you need it and funds held with SERVICE ONE are Government Guaranteed.

Information for those visiting our Branches and offices

SERVICE ONE takes the health and wellbeing of our Members, staff, visitors and the community seriously. In the interest of public health, we ask that you do not enter a SERVICE ONE Branch or office if:

• you have been diagnosed with COVID-19 or you are awaiting test results to confirm a diagnosis
• you have returned from overseas within the last 14 days
• you have been in contact with someone who has been diagnosed with COVID-19 or who has returned from overseas within the last 14 days, and/or
• you are displaying flu-like symptoms.

Should you require assistance with your banking, phone 1300 361 761 or use the Live Chat facility on our website (if available).

If you have any health concerns or think you may have been exposed to COVID-19, we urge you to contact your doctor immediately to arrange an appointment or contact the Coronavirus Health Information Line on 1800 020 080 (24/7). 

Following advice from the Australian Government Chief Medical Officer and the Department of Health we have implemented preventative hygiene measures across SERVICE ONE. We have also reinforced our policy that staff stay away from work should they feel unwell or show symptoms of cold, fever, or flu. We respectfully ask our Members to do the same when planning to visit our Branches or offices.

From Monday 11 May 2020, we will be imposing new limits on the number of Members/visitors allowed in the Branch at any one time. This limit will depend on the size of the Branch and will be marked on the entry. If queuing outside the Branch and once inside the Branch, please ensure you maintain the minimum 1.5 metre boundary between you and others at all times. We appreciate your assistance in helping us adhere to these requirements.

Branch trade

From Monday 30 March 2020, the SERVICE ONE Branch network will trade as follows:

What's being done to support your family budget.

Payments to support households.