Accessible and inclusive banking

Our responsibility is to ensure our customers can access and use Suncorp Bank’s services, products and platforms. We know that many may need further support and we’re working to provide this.
The Suncorp Bank website, including this page, is screen reader compatible.

Accessible and inclusive banking

Our responsibility is to ensure our customers can access and use Suncorp Bank’s services, products and platforms. We know that many may need further support and we’re working to provide this.
The Suncorp Bank website, including this page, is screen reader compatible.

Contacting Suncorp Bank

Phone assistance

National Relay Service - support when using the phone

If you’re d/Deaf, hard of hearing or need support when using the phone, the National Relay Service (NRS) is available to use when contacting Suncorp Bank. There are no additional charges for making calls through the NRS.

For more information and other contact methods, head to the National Relay Service

TIS National - Translating and interpreting services

The Translating and Interpreting Service (TIS National) provides phone and on-site interpreting services in over 150 languages, including Arabic, Simplified and Traditional Chinese, Korean and more.

Please call us to request this assistance or visit one of our branches. You can do this with the support of a friend or family member.

Call Suncorp Bank
 

Call us on 13 11 55
(Overseas: +61 7 3362 1712)

We’re available:
Mon - Sun, 8am to 10pm (AEST)

24/7 support is available for security concerns and Internet Banking password resets.

Secure Messages via Internet Banking

With the Secure Message service, you’ll be able to:

 order a replacement VISA Debit card

 change your mailing address

 notify us about upcoming overseas travel

 cancel a direct debit transaction

 close an account and more.

Once we receive your message, one of our consultants will usually reply within two business days.

Don’t use the Secure Message service to report:

If you require urgent support or your concerns are security-related, contact us immediately. 

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How to send a secure message

To send a Secure Message, you’ll need to be registered for Internet Banking. After you’ve logged in with your Customer ID and password, follow these steps: 

  1. Head to the left-hand menu and click ‘Secure Messages’. 
  2. Click ‘Compose New Message’ and select one of the subject options from the drop-down menu. Choose the subject that best suits your request or enquiry.
  3. Type your message providing as much detail as possible and click ‘Send’.

It’s important to remember, Suncorp Bank won’t: 

 share your Secure Message with a third party 

 request information from you via your personal email account 

 ask for your password, PIN or security token code via Secure Messages.

Suncorp Bank branch support

Video conferencing is available in branches with an Auslan interpreter. Please visit your local branch or email futurenetworks@suncorp.com.au who will connect you with your local branch to arrange the next steps.

Banking support and assistance

ATMs and self-service machines

Whether you need to check your balance or deposit cash, our ATM network features: 

  • braille signage
  • tactile indicator on the number ‘5’ key
  • headphone jacks
  • operational height for wheelchair access.

You can also change the Suncorp Bank ATM language from English to:

  • Arabic 
  • Traditional Chinese 
  • Simplified Chinese 
  • Italian 
  • Japanese
  • Korean 
  • Spanish 
  • Vietnamese 

Using cards

The Suncorp Bank Visa Debit card offers:

  • contactless payments with ‘Tap & Go’
  • thumb inserts to guide orientation
  • tactile indicators to distinguish between cards
  • instant availability to add to your device’s digital wallet.

Internet Banking and the Suncorp Bank App

Our Suncorp Bank App and Internet Banking platforms are designed in accordance with Web Content Accessibility Guidelines (WCAG).

Telephone Banking

Telephone Banking is an automated phone service where you can:

  • check balances and recent transactions on your accounts
  • transfer funds
  • use BPAY®
  • find out interest details
  • speak to a consultant.

How to set up Telephone Banking

Telephone Banking is available for all Suncorp Bank customers. To get started you’ll need to call us to create your secure 4-to-6-digit Telephone Access Code (TAC). The TAC is what you’ll use to verify your identity, every time you use Telephone Banking.

Once you’ve created your Telephone Access Code, call 13 11 25 to start telephone banking.

Learn more about using Telephone Banking

Banking support

Secure access to your money with the Suncorp Bank App

  • log in securely with a 4-digit PIN, Touch ID or Face ID*
  • easily set or reset your Debit card PIN 
  • check balances and recent transactions
  • pay someone in under a minute with fast payments^

Download today →

Download on the apple app store button

Get it on Google Play button

With Internet Banking, you have convenient access to your money

  • check account balances and transaction history
  • securely set or change your card PIN
  • pay bills using BPAY®
  • transfer money, pay anyone or schedule a payment.
     

Banking support

Secure access to your money with the Suncorp Bank App

  • log in securely with a 4-digit PIN, Touch ID or Face ID*
  • easily set or reset your Debit card PIN 
  • check balances and recent transactions
  • pay someone in under a minute with fast payments^

 

 

Download today →

IOS badge having apple logo & text stating download on the app store

Get it on Google Play button

With Internet Banking, you have convenient access to your money

  • check account balances and transaction history
  • securely set or change your card PIN
  • pay bills using BPAY®
  • transfer money, pay anyone or schedule a payment.
Easy to read banking support guides
  • A guide to scams and fraud by Suncorp Bank
  • ATMs that are free to use
  • Banking safely
  • Staying safe from scams

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  • Calling your bank
  • Getting help with your debts
  • Low or no fee bank accounts
  • Opening a bank account

Customer care

Financial difficulty

If you’re experiencing financial difficulty, learn more about your options. 

Customer remediation

If we’ve made an error, our top priority is to make it right quickly and fairly.

First Nations banking support

Support for Aboriginal and Torres Strait Islander customers.

 

Deceased estates

Support with managing the accounts of someone who has passed away.

Family and domestic violence

Help for customers experiencing domestic and family violence, including financial abuse.

Accessible and inclusive banking

We’re committed to providing accessible services, products and platforms.

Problem gambling assistance

Help for customers who are finding it difficult to regain control of their gambling.

Compliments and complaints

If you have a complaint, compliment or suggestion, our Customer Relations team is here to help.

Contact us

Find the best way to get in touch with us. Our team is here to help answer your questions.

Have an accessibility comment or suggestion?

We’d love to know. Share your thoughts with us by emailing futurenetworks@suncorp.com.au, visiting us in branch or contacting us

*FaceID login is available on the iPhone X and later models. Please refer to our Suncorp Bank App terms and conditions before using.

^Osko fast payments can only be made to a PayID or to the BSB and account number of an Osko enabled account at another Osko participating financial institution. Osko fast payments cannot be made from or to Passbook accounts, General Trust Accounts, loan accounts (other than line of credit and overdraft facilities), Farm Management Deposit Accounts, PayLater Accounts and Fixed Term Deposits. Osko fast payments cannot be made from Kids Savings Accounts, Agent’s Statutory Trust Accounts (QLD, NSW) and Solicitor’s Trust Accounts (QLD) but can be made to them.

Staff assisted Osko fast payments cannot be made in branch from Carbon Insights Account and Sub-Accounts, Everyday Options Sub-Accounts, Business Saver Accounts or eOptions Accounts. Future-dated and recurring payments, Business Payment Credits and payments from accounts which requires 2 or more persons to sign to withdraw will not be made as Osko fast payments. We are gradually introducing Osko in Internet Banking so it may not be available for all eligible accounts until the full rollout is complete. Before you confirm a ‘Pay Someone’ transfer in Internet Banking, we will tell you if it will be sent via Osko.

For full details about terms and restrictions that apply to Osko fast payments please read our and the applicable to your account.