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Our contact centre is here to help

Our Hunter based contact centre is available to assist you during the following hours:

  • Monday-Friday from 8am-6pm
  • Saturday from 9am-2pm
  • Sunday online only from 9am-2pm

The BSB reference for Newcastle Permanent is 650 000. However, please note some business customers may have been issued a different BSB (650300). If you are unsure what your BSB is please contact 13 19 87.

Call 13 19 87. From overseas +61 2 4907 6501

Please report lost or stolen Newcastle Permanent cards immediately.

You can immediately place a temporary block on stolen or lost cards through internet banking. The block will prevent any transactions on your card.

To block your card through Internet Banking: 

  1. Log on to Internet Banking,
  2. Navigate to Services, then Card Services and select ‘Block my card’,
  3. Select the account which the card belongs to,
  4. Select the card you wish to block,
  5. Select a ‘Reason’ for placing a block on this card,
  6. Agree to the Terms and Conditions,
  7. Select ‘Continue’.

To remove the block, contact us on 13 19 87.

Call 13 19 12. From overseas +61 2 4927 4555

Access your accounts

You may need to access your accounts from overseas, so make sure you know your app or internet banking password before you go.

Please contact us before you go to set up an alternative Transaction Password to use while travelling, this will ensure you can continue to access your accounts avoiding any issues overseas accessing your Australian mobile number to receive your SMS one time password.

Notify us of your travel plans

When you notify us of your travel plans we can monitor your account activity overseas and provide better security for you. 

To notify us of your travel plans simply follow these steps:

  • Log on to internet banking and navigate to Services > Overseas travel,
  • Select 'Add trip'
  • Enter all countries you plan to visit including stopovers, and the dates you are travelling,
  • Use the checkboxes provided to let us know if you are planning to use your cards for ATM withdrawals, or for large purchases, 
  • Select ‘Save’.

Alternatively, you can call us on 13 19 87, or visit one of our branches to notify us. 

We're working to be Australia's favorite banking experience. So please, let us know what we’re doing well and what we can do better. Visit our Compliments and Complaints page to see the best ways to get in touch with us.

For media enquiries:
Weekdays (8am-5.30pm) call: 0428 284 693
After hours and weekends text: 0428 284 693

Head office:
307 King Street
Newcastle West
NSW 2302

Postal address:
PO Box 5001
Hunter Region Mail Centre
NSW 2310

Do you prefer to speak another language?

Simply let us know and we can arrange an interpreter to help with your call. You can also use the Translating and Interpreting Service (TIS National) for immediate interpreting support on 13 14 50.

If you find hearing or speaking on the phone tricky, you can reach us through the National Relay Service (NRS).

Banking on the go?

There's an app for that.

  • Securely access your money any time
  • Check out faster in-store or online using mobile payments
  • Personalise, manage and open an account in seconds.

The Charitable Foundation's grant to The Happy Paws Happy Hearts Foundation will help disadvantaged young people progress to employment.

Here for you

We understand life doesn't always go to plan and we're here to help any customers experiencing financial difficulty. Our hardship program can provide support through challenging times like the impacts of Covid-19, financial over commitment, job loss or reduced hours and illness.

Log on to our app and select ‘Profile’ from the bottom menu to find your 8 digit Customer ID. Otherwise select ‘Forgot Customer ID’ from internet banking and follow the prompts.

A 'Forgot customer ID' option is also available when registering your profile on the app for the first time.

If there is a known outage, we will notify customers with an alert on our website and keep customers updated via our Facebook page.

If you're experiencing other issues with the app or internet banking, contact us and we can help troubleshoot.

Available over the phone or in person, you can get the specialist help you need with our locate a lender tool, or submit an enquiry form to request a callback.

Modify a payment or transfer in app:

  1. Log on to the app
  2. Navigate to 'Scheduled Payments' on the home screen
  3. Click on 'Upcoming Payments' and find the payment you wish to modify
  4. Click 'Delete' to remove scheduled payment or click 'Edit' and navigate through to the next steps to amend your payment details
  5. Confirm your changes by clicking ‘Schedule Transfer’.

Modify a payment or transfer in internet banking:

  1. Log on to internet banking
  2. Navigate to 'Payments', and then select 'Scheduled Payments'
  3. From the 'Scheduled Payments' screen click the three dots under 'Actions' to the left of the pending payment you with to modify
  4. Click 'Delete Payment' or 'Edit Payment'
  5. Make modification to the payment and click 'Continue'.

Note: If the payment is recurring and is not the first occurrence you will need to select a new start date for the payment.

If you have set up a recurring payment via branch or Customer Contact Centre you will need to visit or call 13 19 87 to have this modified.

It is a good idea to regularly review transactions on your account. If you think there might be an unauthorised transaction on your account, contact us immediately.

You can read more about the merger proposal with Greater Bank here.