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Frequently Asked Questions
Here you will find answers to the questions we are most often asked, from day-to-day banking issues, to reaching savings goals.
If you have a particular question that is not listed there, please contact us and we will be more than happy to help you.
Cards & Access
Internet & IVY Banking
Member Information
Payments & Transfers
Cards & Access
What cards can I use overseas and how do I access my funds?
To access your funds overseas, you can use your Police Credit Union Visa Debit Card, or Extralite Visa Credit Card. Redicards are not compatible with ATMs & EFTPOS overseas.
With a Visa Card, you can use any ATM worldwide that displays the Visa logo. Simply enter your pin and choose the 'Credit' Account Type to withdraw funds. You can also use your Visa Card for EFTPOS transactions & other Internet & Phone Transactions such as booking hotels, cars & tickets.
Please note: Overseas ATM transactions incur a fee. To find out more about our Fees & Charges, click here, visit your local branch or call 1300 131 844.
How do I organise a new card?
You can request a new card over the phone by calling us on 1300 131 844 & quoting your Teleservice Code.
Or, drop into your local branch today & our friendly staff will be more than happy to help you.
Please note: there is a fee to replace your access card. To find out more about our Fees & Charges, click here, visit your local branch or call 1300 131 844.
How many attempts do I get to enter the correct pin into an ATM before the card gets captured?
You can enter your pin incorrectly twice, then on the third attempt, if the pin is incorrect, your card could be captured if you are not using a rediATM.
If your card is captured, you will then need to request a new card over the phone by calling us on 1300 131 844 & quoting your Teleservice Code.
Or, drop into your local branch today & our friendly staff will be more than happy to help you.
Please note: there is a fee to replace your access card. To find out more about our Fees & Charges, click here, visit your local branch or call 1300 131 844.
How much can I withdraw from an ATM per day?
The combined total you can withdraw from an ATM and use on EFTPOS per day is $1000.
To find out more about Limits & Access, visit your local branch or call 1300 131 844.
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Internet & IVY Banking
I have transferred money to another bank using Internet Banking and it hasn’t arrived yet. Why not?
Transfers to another institution from your Police Credit Union account can take up to 48 hours to arrive.
If the information you sent was incorrect, (eg Name, BSB or Account Number) , the payment will be sent back to your account. This normally takes 5 days.
My Internet password is no longer working, what should I do?
Check that you are entering the password correctly & whether the Caps Lock is on. Ensure that you input the password as you originally entered as it is case sensitive.
If an error message appears that indicates your password is incorrect, then contact Police Credit Union on 1300 131 844 during business hours.
If another message appears that does not relate to a password error, there may be a technical error. Please wait and attempt entry at another time.
How do I register for Internet Banking?
All PCU members may use Internet Banking once they are registered to do so.
You may register for Internet Banking by visiting a branch, or calling 1300 131 844.
You can also print out a registration form from the Internet Banking page.
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How much can I transfer using Internet Banking / IVY in one day?
Standard limits are set at $1000. However these can be increased, subject to approval.
To find out more about increasing your Limit, visit your local branch or call 1300 131 844.
I forgot my password for Internet Banking / IVY / Teleservice, how do I reset it?
You can reset your password by calling us on 1300 131 844 & quoting your Teleservice Code. We will then fax or email you the relevant form to reset your password.
Or, visit your local branch today & our friendly staff will be more than happy to help you.
You can also print off an Internet Banking and IVY Phone Access form and post it to
PO Box 6074
HALIFAX STREET SA 5000
or fax to 8208 5789.
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How secure is Internet Banking?
At Police Credit Union, we pride ourselves on offering our members the safest and most secure way to access your money online.
This is why we have introduced an extra Log On step for Internet Banking.
There are a variety of security features built into our system.
Internet Banking uses the latest 128 Bit SSL Security, this is why you need the latest browsers to be able to gain access to this area of the site.
IMPORTANT REMINDER: Police Credit Union will never ask you to supply any access codes or confirm your details via e-mail or phone - we already have all of them on file!
Should you receive any emails or phone calls of this type, or at any time suspect someone else has gained access to your Internet Banking details, please contact Police Credit Union immediately on 1300 131 844.
Why is it that everything looks too big / Internet Banking is running off the side of my screen?
Check that your screen resolution is set at 800 by 600 pixels. Also check that your font size is set on 'small'. If you have a PC, these items can be accessed in Display Properties through the Control Panel.
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Why does it say that the Certificate of Authority is expired?
You need to update to the latest browser to gain access to this area of the site.
Why won't the system accept my new password change for Internet Banking?
Have you used both numbers and letters in your password?
It is case sensitive so ensure you have entered the password you originally entered.
You may have exceeded the time limit to enter the password. The security system will lock you out for a short time. Wait and try again later.
If you need further assistance, visit your local branch or call 1300 131 844 & our friendly staff will be more than happy to help you.
Why am I having trouble printing and getting a "Data Missing" message?
Try pressing the reload/refresh button on your browser tool bar to make sure all the data was downloaded correctly.
Also, as a security feature, data will expire rapidly from your computer's cache to protect your privacy should you leave your terminal unattended after being logged on. Reload and print directly, or click and drag to highlight the data you require, copy and then paste into a program like 'Word' or 'Excel' to print.
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Member Information
Why do I have a new member number, all of a sudden?
When we converted to our new banking system, each person was required to have their own individual membership number and be a share holder. If you have a joint account, the second person has received their own membership number.
This number is now shown on all access cards, and if you would like to open your own individual account in the future, this is the member number you would use.
I have a new address - how do I update my details with Police Credit Union?
You can change your address over the phone by calling us on 1300 131 844 & quoting your Teleservice Code.
Or, drop into your local branch today & our friendly staff will be more than happy to help you.
You can also put the change in writing in a signed letter and post to
PO Box 6074
HALIFAX STREET SA 5000
or fax to 8208 5789.
What is my Account Number?
Your account number is what we call your Membership Number. This is located on your statement.
If you need further assistance, visit your local branch or call 1300 131 844.
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Payments & Transfers
How do I change my Payroll Allocation?
You can change your Payroll Allocation over the phone by calling us on 1300 131 844 & quoting your Teleservice Code.
Or, drop into your local branch today & our friendly staff will be more than happy to help you.
You can also put the change in writing in a signed letter and post to
PO Box 6074
HALIFAX STREET SA 5000
or fax to 8208 5789.
How do I cancel a Direct Debit?
It is best to contact the company who is debiting your account first, in order to cancel the payment. If they continue to debit your account after you have cancelled it with them, there are two options:
If the company debits your account using your BSB and Membership number, please forward a signed request before the next due payment, to
PO Box 6074
HALIFAX STREET SA 5000
or fax to 8208 5789.
If the company debits your account using your Visa card number then your card will need to be cancelled and a new card will be issued.
Please note: there is a fee to replace your access card. To find out more about our Fees & Charges, click here, visit your local branch or call 1300 131 844.
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What is the difference between a Quick Debit and a Periodical Payment?
A Quick Debit is an agreement set up where you give us permission to debit a specified amount on a nominated date from your account at another Bank or Financial Institution and then deposit it into your account at Police Credit Union. There is a 5 day clearance period on these funds.
A Periodical Payment is a specified amount that we send on a nominated date (weekly, fortnightly, monthly, etc) to another account or to another financial institution on your behalf.
For more information, visit your local branch today or call us on 1300 131 844.
How much notice is required to cancel a Quick Debit or Periodical Payment?
We require at least 24 hours notice to cancel a Quick Debit or Periodical Payment, and this must be received before close of business.
You can cancel a Quick Debit or Periodical Payment over the phone by calling us on 1300 131 844 & quoting your Teleservice Code.
Or, drop into your local branch today & our friendly staff will be more than happy to help you.
You can also put the change in writing in a signed letter and post to
PO Box 6074
HALIFAX STREET SA 5000
or fax to 8208 5789.
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How do I transfer funds to an Overseas Bank Account?
Police Credit Union can transfer funds overseas using a Travelex Telegraphic Transfer.
These can be completed by completing a Travelex Telegraphic Transfer order form and returning it to us via fax, post, email or by visiting a branch.
Telegraphic Transfers incur a fee and can take 5-7 days to arrive at the overseas bank. To find out more about our Fees & Charges, click here, visit your local branch or call 1300 131 844.
What details do I need to give to someone who wants to deposit money into my account?
All you need is your Full Name, BSB (805-005) and Membership number, excluding the account type (eg: S1, S7 etc).
If you need further assistance, visit your local branch or call 1300 131 844 & our friendly staff will be more than happy to help you.
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