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Find the answers to some frequently asked questions relating to Visa Debit cards, Visa Credit cards, Cashcards, and related transactions.

The Basics


A Newcastle Permanent Visa Debit card offers you convenient and secure access to your own money anywhere where Visa is accepted worldwide. You can use a Visa Debit card online, overseas, over the phone, and through ATMS, EFTPOS and Visa payWave~.

A debit card allows you to conduct transactions using your own money, while a credit card provides you with the ability to access money up to an approved credit limit.

A Visa Debit card allows you to make purchases online and over the phone, as well as providing access to your money overseas. In addition, you also have the added convenience of Visa payWave~ and the security of Visa’s Zero Liability policy~.

A Cashcard can only be used through ATMs and EFTPOS within Australia.

A Newcastle Permanent Visa Debit card or Visa Credit card allows you to access your money anywhere Visa is accepted worldwide through ATMs and in-store purchases. When using an ATM or making a purchase overseas ensure you press ‘credit’ to complete the transaction. Fees and charges may apply.

A Cashcard can only be used in Australia. If you are travelling overseas ensure you have upgraded to a Visa Debit card at least 4 weeks prior to your departure.

We recommend that you tell us in advance if you are intending on travelling overseas and using your card.

You will be issued a replacement card within four to six weeks of the card expiring. Your current card will continue to work right up to the last day of the month of its expiration. If you have not received your replacement card within two weeks of its expiry please call us on 13 19 87.

If your card number has changed, you will need to contact the merchant directly to advise them of your new account number and expiry date for your reoccurring payments to continue.

Sometimes a merchant will place a hold on funds in your account to confirm you have sufficient funds to cover the costs of the goods or services (e.g. A hotel may do this at the commencement of your stay). You will not be able to access these funds until the hold is removed, and a transaction for this amount is processed. If you have decided to settle the account by another means or the final transaction amount differed from the initial amount held, the hold may remain on your account for up to 14 days unless cancelled by the merchant.

To have the hold removed earlier, you will need to contact the merchant directly.

The Application Process


You must be 14 years or over to apply for a Visa Debit card. When opening a new eligible account a Visa Debit card will be automatically issued to you.

If you wish to upgrade an existing account to a Visa Debit card visit one of our branches or call 13 19 87.

You can apply for a Value+ Credit Card if you are 18 years or over, are a permanent citizen or currently reside within Australia, and you earn at least $20,000p.a.

If you answer yes to these questions, you can apply for a Value+ Credit Card online. The online application should only take 10-15 minutes to complete, and we should be able to process your application within 5 business days once we have received your documentation.

Once approved, your card should arrive in the mail within 7-10 working days. Your PIN will be sent to you separately. Upon receiving your card please ensure you sign the back of the card immediately, and activate your card following the instructions contained within the letter or on the activation label on the card itself.

Card Security


Our Visa cards are embedded with the latest EMV* microchip technology and purchases are protected by Visa’s Zero Liability policy~.

When you use Visa payWave~ or select ‘credit’ using your Newcastle Permanent Visa card you also get added protection through our fraud detection system.

You should never allow others to use your card and ensure you always keep security information like passwords and PINs secret. Allowing others access to your card and/or PIN may mean you will be held liable for fraudulent or unauthorised transactions on your card.

It is a good idea to regularly review transactions on your account; you can easily do this via Internet Banking or by contacting us. If you think there might be an unauthorised transaction on your account, contact us immediately.

In Australia:

If your card has been lost or stolen, you can place a temporary block on your card by logging into Internet Banking if you are registered or by calling us on 13 19 87. The temporary block will stop any card related transactions from occurring on the account. If your card is later relocated, the temporary block can be removed. If the card cannot be located or was stolen, you can arrange to have the card cancelled and a new card issued on the account. Your new card will be sent to you via mail and should arrive within 7-10 working days from ordering.

Overseas:

If your Newcastle Permanent Visa card is lost or stolen while you are overseas, contact us immediately to cancel the card by calling +61 2 4907 5601. If required, you may be able to access a replacement card or emergency cash through Visa Global Customer Assistance. These services are 100% discretionary based on your specific circumstances and may not be available in all instances.

To protect yourself when shopping online, visit only trusted merchants and avoid sites which ask you to provide unnecessary information or ask you to send payment information via email. Check to ensure that transactions occur in a secure environment. Any website URL where you enter sensitive payment information should begin with https://.

In the event that you notice any unauthorised transaction on your account, you must notify us immediately by calling 13 19 87 or visiting your local branch. Transactions made using a Visa Debit card or Visa Credit card are protected under Visa’s Zero Liability Policy~, meaning you are protected if your card is lost, stolen or fraudulently used, online or offline.

Using a Visa payWave~ enabled card enable you to complete transactions quicker and spend less time at the checkout. Simply wave your card in front of the reader and if the transaction value is below $100 you won’t be required to enter your PIN. It is not possible for your Visa payWave~ enabled card to be accidentally charged, an authentic transaction needs to be initiated in a retail store. In addition to this, throughout a contactless transaction you remain in control of your card, reducing the risk of card skimming and counterfeit fraud – making using Visa payWave~ a safe and convenient way to shop.

Many companies offer products or services with a free trial period. If you are considering one of these offers we strongly recommend you read the merchant’s terms and conditions so that you know what you are signing up to. Your participation in the trial means you automatically agree to all the terms and conditions, including the automatic charge of the full cost of the product and/or monthly subscription charges once the trial period ends. This may mean you are not able to recover your funds later on.

Free trial periods often begin on the original order date and are usually for a short window time (around 15 days). This means if the product is coming from overseas, you may only have a small window of opportunity to trial it before your account is charged.

If you identify a suspicious / unauthorised transaction on your account, and the dispute cannot be resolved by contacting the merchant or service provider directly, we may be able to help you resolve your dispute through Visa’s dispute processes.

To allow us to help you, you must contact us immediately on 13 19 87 or by visiting your local branch as strict time frames for disputes apply. In order for us to process the dispute, you will need to block your card, and provide us with all the available information and supporting documentation regarding the transaction. It is important to note there are set rules and timeframes for the dispute processes, which can sometimes take up to 180 days to resolve.

Credit Card Specific Information


Interest is calculated daily based on the balance owing on your account, and is charged once a month. Different interest rates may apply for different types of transactions, such as purchases, balance transfers and cash advances. An interest-free period may apply on some purchases where you pay the closing balance in full by the due date.

Purchases made on your credit card may be eligible for an interest-free period. The amount of interest-free days available will depend on the day on which you make the purchase within your statement cycle.

For purchase transactions to be eligible for an interest-free period, the closing balance on your previous statement must have been paid in full by it's due date.

If you do not pay the closing balance in full by the due date, interest will be charged on the remaining balance and any new purchases until the closing balance is paid in full.

A great way of ensuring your credit card payment is made each month is to set up an automatic payment. You can choose from paying the full balance owing, the minimum repayment amount, or a nominated fixed amount. This can be set up via our internet banking, by calling us on 13 19 87 or by visiting a branch.

You can also make repayments by BPAY, post or in person by visiting your local branch.

Some payments (including automatic transfers and BPAY) may take a few days to process, so please ensure you have left enough time to meet your payment due date.

If you would like to increase your credit limit, you can apply by completing a Value+ Credit Card credit limit increase application form and returning it via post or to one of our branches with the applicable supporting documentation. Applications for limit increases are subject to Newcastle Permanent assessment and approval.

You can request to decrease your credit limit by using our online form, contacting us on 13 19 87, visiting a branch or by logging on to Internet Banking and sending us a Secure Message.

To change your facility limit or a card limit for Business+ Credit Cards, please contact us on 13 19 87, visit your local branch, or contact your Business Relationship Manager.

Too much paper? Switch to E-statements now. You can elect to receive statements electronically by calling us on 13 19 87, visiting a branch or through Internet Banking. Once registered, you will be notified by email when a new statement is available to view in Internet Banking.

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Here’s some more information for you:
You should consider the Terms and Conditions. Fees and charges may apply.
~ For more information on Visa payWave, drop into your local branch, visit www.visa.com.au or call 13 19 87.
For more information on Visa services such as Visa’s Zero Liability policy, Visa payWave, Visa Checkout and Verified by Visa, visit www.visa.com.au, drop into your local branch or call 13 19 87.
*‘EMV’ stands for ‘Europay, Mastercard and Visa’. EMV chips are a global standard initiative used to help authenticate credit card and debit card transactions conducted through ATMs and EFTPOS systems.