After we receive the required documents, we will work with the eligible representative to finalise the account/s.
You do not need to be acting in an official capacity or on behalf of the Estate, to provide us with initial notification of the deceased customer’s passing.
If you need to contact us about the loss of a loved one you can do this over the phone or through mail. We are here to support you.
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Below is a list of who can act as the eligible representative (you) of the deceased.
- Executor
- Next of Kin
- Solicitors acting on behalf of the Deceased Estate
- Public Trustees acting on behalf of the Deceased Estate
Once we have received and verified all required documentation, the eligible representative will be granted access to the deceased customer’s account/s. We will act on any valid instruction given by the eligible representative in relation to the deceased customer’s account/s within 14 business days of receiving that instruction. If there are multiple eligible representatives (for example, two Executors named in a Will), we may require a valid instruction from each eligible representative.
The eligible representative can request a list of all the recurring payments on the account, over the past 13 months, by calling our Customer Care Team on 1300 135 538.
- Below is a summary that outlines the list of documents that you are required to provide us to finalise the account/s.
- Please note that where a document has already been provided, then you will not be asked to provide it again.
- All documents must be original certified copies.
- If an ID document is written in a language that isn’t English, it must be accompanied by an English translation prepared by an accredited translator.
Once you have collected the supporting documents, you can send them to us via mail.
Proof of Death document
Provide One of the following documents from this section.
- Death Certificate
- Doctor’s Medical Certificate
- Funeral Bill
- Solicitor’s or Coroner’s Letter
- Grant of Probate
- Letters of Administration
- A certificate issued by the public trustee or Trustee Company authorised to do so.
Confirmation of Estate Representative
Provide ONE of the following documents from this section (if not already provided above).
- Will
- Letters of Administration
- Grant of Probate
- Next Of Kin mentioned on the Death Certificate
ID Documents for the Estate Representative
Part 1A – Acceptable primary Australian and foreign ID documents. Provide ONE document from this section.
Note: ID documents must be valid and not expired.
- Australian State/Territory Driver Licence (including the back of the Driver Licence if your address has changed) or foreign Driver Licence containing a photograph of the person
- Australian Passport
- Australian card issued under a State or Territory for the purpose of proving a person’s age and containing a photograph of the person
- Foreign passport or similar travel document containing a photograph and the signature of the person
If you are unable to provide a document from Part 1A, please provide one document from Part 1B.
Part 1B – Acceptable secondary Australian ID documents
- Australian Citizenship certificate
- Australian Pension card issued by The Department of Human Services/Centrelink
- Australian Concession card or Commonwealth Seniors Health card
Part 2 – Acceptable secondary Australian ID documents. Provide ONE document from this section
- A document issued by the Australian Commonwealth or a State or Territory within the preceding 12 months that records the provision of financial benefits to the individual and which contains the individual’s name and residential address. (For example, a Centrelink Statement.)
- A document issued by the Australian Taxation Office within the preceding 12 months that records a debt payable by the individual to the Commonwealth (or by the Commonwealth to the individual), which contains the individual’s name and residential address.
- A document issued by an Australian local government body or Utilities provider within the preceding 3 months which records the provision of services to that address or to that person (the document must contain the individual’s name and residential address). This can include a Telephone landline (not mobile) bill, or Electricity, Gas or Water bill.
If an ID document is written in a language that isn’t English, it must be accompanied by an English translation prepared by an accredited translator.
The document(s) and a completed Individual Identification Form, should be sent to us at:
Attn: Estate Management
Reply Paid
GPO Box 40
Sydney NSW 2001
A list of those who can certify documents include:
- A person who is enrolled on the roll of the Supreme Court of a State or Territory, or the High Court of Australia, as a legal practitioner (however described)
- A Justice of the Peace
- A notary public
- A member of the police force of the Commonwealth or of any State or Territory
- An agent of the Australian Postal Corporation who is in charge of an office supplying postal services to the public
- Consulates/Embassies
- An accountant who is a member of the Institute of Chartered Accountants in Australia, the Australian Society of Certified Practising Accountants or the Institute of Public Accountants
Acceptable certification of documents
Each copy of the document must be certified by an approved certifier as follows:
The approved certifier must write on each page of the document:
- Full printed name of the “Approved Certifier” (e.g. Michelle Helena Citizen)
- Date the document was certified
- Signature of the approved certifier
- The capacity in which they have certified the document, e.g. police officer, etc.
- The Registration number (if applicable) of the certifier, and
- The following text:
If single page: I certify that this is a true and complete copy of the original document which I have sighted.
If multiple pages: I certify that this page is a true and complete copy of page [insert page number of document] of [insert total number of pages in the document] of the original document which I have sighted.
Once we have received an official notification of death, we will refund any interest and fees charged since the date of your loved one’s death.
If a balance is owed on the deceased customer’s account/s, we will send the “eligible representative” a letter confirming the balance as at the date of death, along with the most recent statement which includes payment details. If no balance is owed, we will simply close the account and send a letter confirming this. If the account is in credit, we will send a bank cheque to the executor of the estate along with a letter explaining why they are receiving the cheque.
Once you have notified us of the loss of your loved one, we’ll:
- Place a permanent hold on their credit card and/or personal lending account/s;
- Remove their internet and app banking login credentials;
- A hold will be placed on the card(s) on the deceased customer’s account, which means that any Additional Cardholder(s) on the account will no longer be able to spend on their cards;
- Restrict the type of debit transactions that can be performed on the account. We will only process certain types of debit transactions where we are still awaiting the issue of Grant of Probate or Letters of Administration; and
- Where the deceased customer is the sole account owner, we will stop charging fees for services that we can no longer provide to their estate.
- We will also refund any of these fees that have been charged since the date of the deceased customer’s death.
All credit payments will still be allowed into the account (s).
We will also send a letter outlining the additional information we need to receive, this will include information on who can act as the eligible representative, and the supporting documents that we will need to receive them from. This letter will be sent either to the legal address of the deceased or, if requested by the person who provided us with the initial notification, to another address of their choosing.
The Estate is responsible for the debts of the deceased.
Forms you may need can be accessed through the links below:
No, any credit card in the name of the primary cardholder will be closed as our credit contract was with the primary cardholder. This means any supplementary cards will no longer be able to use.
