Internet Banking – Frequently Asked Questions

Internet Banking – Frequently Asked Questions 1. What is the Customer ID? 2. How do I input my password? 3. Why does my password need to be a least six (6) characters long and alphanumeric (i.e. combination of letters and numbers)? 4. When do we need a Security Token? 5. Is banking on the Internet secure? 6. What services are available through Internet Banking? 7. Why do we have to go through the initial login process of accepting the Terms & Conditions? 8. How can I register for Internet Banking? 9. How do I protect my Internet Banking Password? 10. Why do I need to change my Password when I first log in? 11. Can I change my Password at any time? 12. What if I have forgotten my Password? 13. What if my account is blocked? 14. Can I prevent access to my account? 15. Do I incur fees for using Delphi Bank Internet Banking? 16. Why does Internet Banking log me out after 10 minutes? 17. Can I pay out my loan using Internet Banking? 18. Can I transfer funds to other Australian financial institutions using Internet Banking? 19. Credit Card Payments 20. Can I transfer to bank accounts overseas?

21. Is there a limit to how much I can transfer to accounts with other Australian financial institutions using Internet Banking? 22. How many transactions does Internet Banking show? 23. Which browsers and operating platforms best support Delphi Bank Internet Banking? 24. How do I check which browser version I am using? 25. When will I need to update my browser? 26. Why does Delphi Bank Internet Banking display differently on different screens? 27. Why can’t I see the latest updates that have been made to the web pages? 28. What does it mean if you get an error message ‘Cannot open site’? 29. What does it mean when I get an error message ‘page cannot be displayed’ or ‘you are not authorised to view this page’? 30. What if my account does not display on Internet Banking? 31. If I need help, who do I contact? 32. What are Cookies? 33. What type of payments can I make using BPAY®? 34. Is there a limit to the amount I can pay using BPAY®? 35. When will my bill be paid when using BPAY® and External Payments? 36. Can I future date a BPAY® or External Payments? 37. Can I cancel a future dated BPAY® and External Payments?

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Internet Banking – Frequently Asked Questions

1. What is the Customer ID?

5. Is banking on the Internet secure?

The Customer ID is the 6-digit number, which is your customer basic number at the Bank; it is the number highlighted in yellow in the example below.

Our Internet banking site employs 128-bit encryption of data, so that the data cannot be intercepted and read by others. Encryption scrambles the data that is sent on the line to stop people who may try to tap into or hack into Internet communications.

A customer basic number is normally shown with the BSB (which is highlighted in red) and the Account type (suffix) at the end (which is highlighted in green). For example 941300- 411111- 001 2. How do I input my password? You will need to use the floating keypad that appears on the bottom left hand side of the screen to enter your Password in the Internet Banking screen. Position the cursor over the character on the floating keypad and click the mouse to select the letter or number. Remember, passwords are case sensitive, so ensure that letters are capitalised or lowercase as appropriate. If you try to use your physical keyboard it will not recognise your keystrokes. You will also need to click on the LOGIN button to enter the Internet Banking system The floating keypad is an added security feature to aid in the prevention of password capture. 3. Why does my password need to be a least six (6) characters long and alphanumeric (i.e. combination of letters and numbers)? For security purposes, the Bank requires you to have a password length of at least 6 characters. Again, this makes it more difficult for others to guess your password. Please ensure that you do not use your date of birth, customer number or repeated digits. 4. When do we need a Security Token? To improve security, the Bank has decided that customers wanting to make External Payments will require a Security Token. This makes the whole process of Internet Banking even more secure. The Security Token incorporates two-factor authentication using the “something you know” (such as user id/password) and something you bring, such as a single-use security code using a security token device. The Security Token will be mandatory for all business accounts and for all individual accounts wishing to make external payments. The security token will be optional for individual customers not wishing to make external payments. Once activated, the security token generates a dynamic security code, which is valid for 30 seconds. The security code constantly changes and is unique to the security token. This security code is then required, in addition to the username and password, every time the user logs in to Internet Banking. There is a fee of $29.00 for the Security Token.

The yellow padlock on the bottom of the browser page indicates that the site is secure. The web address “https://” signifies that the Customers are accessing a secured address (unsecured addresses start with “http://”). You can also set your daily External Payments limit to the level you are comfortable with. For those customers who do not have a security token, their default limit for external payments is set to zero and those who have a security token their default limit is set to $5,000 per day. To change the daily default for external payments you will need to advise us in writing of the daily limit you require using the Authority to register for external payments, vary limits and link accounts form. 6. What services are available through Internet Banking? We are pleased to offer our customers the convenience of Internet Banking. Many of our customers say it’s increasingly difficult to find the time to do their banking transactions in person. Electronic-commerce solutions such as Internet, allow us to offer you a way to keep track of your finances from the comfort of your home or office, at a time that suits you. Via the Delphi Bank Internet Banking site you can: • Check your account balances. • Obtain a list/statement of transactions. • View and print transaction performed in the past 60 days. • Make transfers between your own and external accounts and receive an email confirming the transaction. • Pay bills using our BPAY® facility. • Download your account transaction details into a form suitable for MS Money, Quicken or Excel applications. • Check the Interest you have earned and any withholding tax deducted (only for accounts that are current and open). • Review your term deposit and loans details • Review your periodical payment details.

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Internet Banking – Frequently Asked Questions

7. Why do we have to go through the initial login process of accepting the Terms & Conditions? Agreeing to the Terms & Conditions set out in our Product Disclosure Statement is a once off process required by banking regulations. However, you may re-read the Terms and Conditions at any time. Our Product Disclosure Statement enables us to explain our responsibilities and subsequently what your responsibilities and rights are. 8. How can I register for Internet Banking? You will need to visit one of our branches and complete a registration form. 9. How do I protect my Internet Banking Password? Customers are reminded that they should protect their Password at all times and never disclose it to anyone. Please do not respond to requests to: • Disclose your Password to a person contacting you in person or by telephone • Disclose your Password to a person contacting you by email.

12. What if I have forgotten my Password? If you’ve forgotten your Password simply phone us on 1300 665 062 (between 9.30am and 4.30 pm Mon - Thurs and 9.30am -5.00pm Fri AEST) and request your Password to be reset. Once we have verified your request, your password will be reset. When you next login to the Delphi Bank Internet Banking site again you will be requested to change your Password. Your temporary Password will be valid for a period of 48 hours and will expire if you do not login and change it within this time. 13. What if my account is blocked? If you have entered the incorrect Password 3 times, after your third attempt your account will be blocked for access. Please phone us on 1300 665 062 (between 9.30am and 4.30 pm Mon - Thurs and 9.30am -5.00pm Fri AEST) and once we have verified your request; your Password will be reset. 14. Can I prevent access to my account? If you are not registered, your account will not be accessible through Delphi Bank Internet Banking. If you are registered and would like to cancel this service, contact us and we will arrange to have your registration cancelled.

• Login to any unauthorised web site addresses. Make sure you only login to our authorised site address, http://www.delphibank.com.au/. Recent media articles have highlighted incidents where people have been requested to login to false websites or provide their passwords under the banner of “revised security conditions”. These are fraudulent attempts to obtain your password. The Bank will never request that your password be communicated to us in any form and we recommend that you change your password regularly. We now also provide an added level of security (the security token) for External Payments. Similarly, any changes to the web address or access sites will only ever be communicated via our authorised web site or other formal communication. Should you require any further information regarding Internet Banking, please contact us on 1300 665 062 or email us on [email protected]. 10. Why do I need to change my Password when I first log in? To increase the security of your Password, you will be prompted to change the Password issued to you upon registration, to one of your choice. This ensures complete security as the only person to know your Password is you. 11. Can I change my Password at any time? Yes. Select the ‘change password’ option from the navigation menu, on the left hand side of the Internet Banking screen. You will need to enter your existing password and the new password you would like to use.

15. Do I incur fees for using Delphi Bank Internet Banking? There are no separate charges for using Internet Banking, apart from the security token (if applicable). You should refer to our Product Disclosure Statement Part B for details of account fees and charges. 16. Why does Internet Banking log me out after 10 minutes? Delphi Bank Internet Banking will time out after 10 minutes of inactivity on the keyboard. This is security measure to ensure that if the screen is left without logging out, Delphi Bank Internet Banking will log you out, preventing other people from accessing your private account details. You will need to log in again to resume access. 17. Can I pay out my loan using Internet Banking? Yes. You are able to pay out your loan account using Internet Banking. Please contact your Branch on 1300 660 550 and we will confirm your actual loan payout figure. 18. Can I transfer funds to other Australian financial institutions using Internet Banking? To transfer funds from your accounts to accounts at other Australian financial institutions (External Payments), you will need to register for External payments by completing our Authority form which allows you to set limits and link accounts *Important note: Use the BPAY ® facility to make payments to a credit card.

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Internet Banking – Frequently Asked Questions

19. Credit Card Payments

• Netscape 6/7

Payments to Credit Cards can be made using our BPAY ® facility.”

• Camino (OSX only) Safari (OSX only)

20. Can I transfer to bank accounts overseas?

• Netscape 6/7

You can only transfer funds to financial institutions within Australia. Please contact us on 1300 660 550 or visit one of our branches to arrange a Telegraphic Transfer to overseas accounts. Fees apply for this service.

• Opera 5.10 - 5.12

21. Is there a limit to how much I can transfer to accounts with other Australian financial institutions using Internet Banking? Once you have applied for the External Payment facility, the Bank’s default daily transfer limit for external payments (including BPAY) and internal transfers is AUD $5,000. You can change your daily limit on any of the three payment methods i.e. External Payments, BPAY) and Internal Transfers at any time by completing the “Authority to Register for External Payments, Vary Limits and Link Accounts” form. This form will give you the option to increase or decrease your daily transfer limit e.g. you may wish to restrict the maximum external transfer limit to $500 each day. Once you have completed this form, return it to us via fax or mail and you will be notified by e-mail when your request is complete. This form may be downloaded from our website www.delphibank.com.au.

• Platform Linux

• Mozilla 1.3+ (Including Mozilla based browsers such as • Galeon)(recommended) *Please note: Microsoft Internet Explorer version 6 provides the option to customise your privacy (cookie) settings. Our Internet Banking system requires you to have your privacy setting set at either Medium or Medium/High to be able to access Internet Banking. Internet Explorer 5.5 is automatically set with cookies “disabled”. Your cookies need to be enabled in order to access Delphi Bank Internet Banking. To ensure your cookies are enabled, follow these steps; 1. Open your browser 2. Go to “tools” option on the browser 3. Select the “internet options” from the options 4. Select the “security” tab 5. Hit the “custom level” tab 6. Scroll down to “cookies” 7. Select “enable” cookies on both settings

22. How many transactions does Internet Banking show?

Your browser will now enable “cookies” to be accepted and will allow access to Internet Banking.

Delphi Bank Internet Banking will display 60 days of at any one time.

24. How do I check which browser version I am using?

23. Which browsers and operating platforms best support Delphi Bank Internet Banking?

To check the version you are using, go to the Help option on the browser then select either About Internet Explorer or About Netscape. The version that is on that machine will be displayed.

Factors that may influence your access to, and performance of Internet Banking include your hardware platform, network connection, browser settings and operating system. For the best compatibility you need to have any of the following operating platforms and browsers; • Platform: Windows 95/98Me/NT/2000 • Internet Explorer 5.5 (recommended) Internet • Explorer 6.0 (recommended) Netscape 6/7 • Mozilla 1.3+ Opera 7.03 • Platform: Macintosh • OS (Operating System) 8.6+ Internet • Explorer 5.0

25. When will I need to update my browser? Our Internet Banking site employs 128-bit encryption. Earlier versions of Internet Explorer such as 5 and below may not have high encryption included therefore you will need to upgrade your browser. If your operating system is Windows 95 or Windows 98 you can download and install the Internet Explorer high encryption pack directly from the Microsoft site by following the instructions provided. Alternatively, if your operating system is Windows 98, you are able to download the latest version of Internet Explorer directly from the Microsoft site by following the instructions provided.

• Internet Explorer 5.1.x

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Internet Banking – Frequently Asked Questions

26. Why does Delphi Bank Internet Banking display differently on different screens? You will notice that on different screens or monitors, internet pages may look different, i.e. you may be able to see more of the page on some screens than others and you will also have scroll bars when required. This is due to the screen resolution that is set on the individual PC. This can be altered; however, some older machines are limited as to how much they can be changed. If you find that you are unable to see part of the page e.g. the log out button, which is on the bottom of the page, then we suggest that you change your screen resolution as follows; Go to start, settings, control panel, display, settings. The screen resolution should be either 800 x 600 or 1024 x 768. 27. Why can’t I see the latest updates that have been made to the web pages? Sometimes a computer will store a web page and therefore, you will not see any updates or changes to the page until your browser is refreshed. This is referred to as caching. • To refresh the site, we advise you to; • Hold down the control key and- press the F5 key- or hold down the control key and hit the • Refresh/Reload button on the browser OR Right click on the page then choose the Refresh option from the pop up window. If the page is still not displaying correctly, try the following: In the browser, go to tools, Internet options, general tab, delete files under Temporary Internet files and clear history under History - this deletes the history of web pages that are stored on the PC.

29. What does it mean when I get an error message ‘page cannot be displayed’ or ‘you are not authorised to view this page’? This may occur if the setting within the computer has been altered to be unable to access secure sites. You need to check whether you are able to access secured sites and whether you have tried this from home or work. If you are able to access other secure sites and the error is restricted to our Delphi Bank Internet Banking, please report the issue for further investigation on 1300 665 062 (between 9.30am and 4.30 pm Mon - Thurs and 9.30am -5.00pm Fri AEST) 30. What if my account does not display on Internet Banking? If you have an account that does not display on Delphi Bank Internet Banking, please contact us on 1300 665 062 (between 9.30am and 4.30 pm Mon - Thurs and 9.30am -5.00pm Fri AEST) for assistance. 31. If I need help, who do I contact? If you are having difficulty with Delphi Bank Internet Banking we are here to serve you. Simply email [email protected] outlining any general problems you are having with our site and we will respond within 48 hours. Please ensure that you do not include any confidential information in the email such as your Customer Number and account number. Or phone on 1300 665 0652 (9.30am –4.30pm Mon – Thur and 9.30am -5pm Fri) AEST 32. What are Cookies?

If the page is still not displaying correctly, try deleting the ‘cookies’ stored on the computer by:

Cookies are alphanumeric identifiers that can be transferred to your computer’s file system through your web browser. Internet Banking uses a transient cookie to bind your logged in session with the current instance of your browser. Delphi Bank Internet Banking does not keep a database of information obtained via cookies.

Go to start, programs, windows explorer, find the windows folder and then the cookies folder.

In order to use Delphi Bank Internet Banking your browser must be set to accept cookies.

From here delete the actual cookies files.

Most web browsers automatically accept cookies, but they allow you to instruct your browser to prevent the use of cookies. If you disable this feature Delphi Bank Internet Banking will not function properly. In this event just change your settings to accept cookies.

28. What does it mean if you get an error message ‘Cannot open site’? This may occur if Internet Banking is unavailable for some reason. (This is a rare occurrence). If this is the case we will endeavour to have a notification posted to the site to notify you of any down time. Please try the service again later on.

33. What type of payments can I make using BPAY®? You can pay any biller that is registered with the BPAY® scheme. These bills will bear the BPAY® logo under payment methods and provide a biller code.

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Internet Banking – Frequently Asked Questions

34. Is there a limit to the amount I can pay using BPAY®? The bank’s default daily transfer limit for external payments (including BPAY®) and internal transfers is AUD $5,000. The billers set their own maximum and minimum payment limits. The maximum set by the BPAY® scheme is $100,000 which may vary from time to time. You can change your daily limit on any of the three payment methods i.e. External Payments, BPAY®) and Internal Transfers at any time by completing the “Authority to Register for External Payments, Vary Limits and Link Accounts” form. This form will give you the option to increase or decrease your daily transfer limit e.g. you may wish to restrict the maximum external payment limit to $500 each day. Return this form to us via fax or mail and you will be notified by e-mail when your request is complete This form may be downloaded from our website www.delphibank.com.au. 35. When will my bill be paid when using BPAY® and External Payments? If a payment instruction is made before the final Delphi Bank cut- off time (4:00 pm AEST) on a banking business day, the bill will be paid that day. If a payment instruction is made after the final Delphi Bank cut off (4:00 pm AEST) time, the payment will be paid on the next (Melbourne) banking business day. 36. Can I future date a BPAY® or External Payments? Yes. BPAY® and External Payments can be future dated from 1 day (24 hours) up to 60 days in advance. Please note: Next business day payments should be requested before 4.00pm on the prior day. 37. Can I cancel a future dated BPAY® and External Payments? Future dated BPAY® and External Payments can be cancelled on Internet Banking by following the prompts. Payments must be cancelled any time before 4.00pm Melbourne time on the Business day before the transaction is scheduled to occur.

Delphi Bank – A division of Bendigo and Adelaide Bank Limited ABN 11 068 049 178 AFSL / Australian Credit Licence 237879(S42270_18B) (V001) (12/12)