Manage your home loan, savings and everyday accounts online with myRAMS
You must read these terms and conditions before using myRAMS because you will be bound by them when you use myRAMS.
1. About these terms and conditions
Please read this document carefully.
By setting up your access to myRAMS we are offering to provide you with the use of myRAMS under these terms and conditions. Your access to and use of myRAMS will be taken as your acceptance that you agree to be bound by these terms and conditions.
These terms and conditions apply to your use of myRAMS. They apply as well as the terms of the loan agreement and the deposit terms and conditions and general information for any account you access using myRAMS. If there is an inconsistency between them, these terms and conditions prevail in respect of EFT transactions.
The meaning of words printed like this and some other words with special meanings is given in clause 30 at the end of these terms and conditions.If you do not understand any part of these terms and conditions, or if you have any questions, please call RAMS Customer Service Team on 13 RAMS, that's 13 7267 (or +61 2 9647 6967 if outside Australia) during contact centre hours, or via email at email@example.com.
2. Accessing myRAMS
2.1 Can you use myRAMS?
You can use myRAMS if:
An account is an account you have in your own name or a joint account you have (in respect of which we may act on the instructions of any one of the account holders), where the account is managed by RAMS and accessible
The following types of accounts are accessible using myRAMS:
If you successfully register for myRAMS, all the accounts under your customer ID number which are accessible accounts will be accessible using myRAMS.
If the identity of an account holder or any of the signatories to an account is not verified in terms of the Anti-Money Laundering and Counter-Terrorism Financing Act 2006, the account will be blocked for all withdrawals, including withdrawals using myRAMS, until the identities of all account holders are verified.
You require a password in order to transact using myRAMS.
If you are a joint account holder, each account holder requires their own
In selecting your myRAMS Password you must comply with clause 16.2.
You must keep your myRAMS Password secret - see clause 16.
After initial registration, first log in and completion of the new user process
via a computer, you can simply log in to myRAMS (www.myrams.com.au) from a computer or a suitable mobile phone using your customer ID number and your myRAMS Password, and start transacting. See clause 16.1 for alternate ways you may be able to log in to myRAMS Mobile after you have logged in myRAMS Mobile using your customer ID number and your myRAMS Password.
3. What does myRAMS offer?
3.1 Using myRAMS from a computer
If you access myRAMS from a computer, you can:
Main Menu Item
View secure messages
View your account name, BSB and account number, current and available balances of all your accounts
View the transaction history on each of your accounts showing up to 18 months' activity on that account (limited to 200 transactions)
View information about each of your accounts including product name, if your deposit account (if you have one) is linked to an eligible RAMS home loan for offset purposes, credit and debit interest rates, current and available balances, uncleared funds
Export your transaction history to financial software packages including Quicken, MYOB, CSV
My Interest Summary
View account information including credit interest paid and any withholding tax deducted, debit interest charged, and the amount of interest saved on an eligible RAMS home loan as a result of an interest offset account for the current and previous financial year
Pay bills using BPAY (using the "Bill Payments" facility) (where the product allows access using BPAY)
Schedule BPAY payments in advance of the actual payment or transfer date
View the billers you have set up
View your scheduled BPAY payments and money transfers (where the product allows access using BPAY) with the ability to edit or delete them
View BPAY History
See a history of all your bill payments
Transfer money to one of your own accounts or 3rd party accounts which you hold with another Australian financial institution
Schedule money transfers in advance of the actual transfer date
View the payees you have set up
Create and save a new payee
View your scheduled money transfers with the ability to edit or delete them
View Transfer History
See a history of all your money transfers
Verify your identity (as part of the RAMS deposit account opening process)
See and print out your last 7 years' statements at no extra cost^
View your statement options for each of your accounts and opt-in for e-Statements
Apply for a RAMS deposit product online
Change My Password
Change your myRAMS Password
My Online History
View your online history
Register for SMS Security (see clause 7)
Set Transfer Limit
Change your daily transfer limit
View and change your personal details
My Account Settings
Change your security questions and answers
Name My Accounts
Give a nickname to each of your accounts
Register for SMS Notifications (see clause 7)
My SMS/Email History
View your SMS and email history
^You can access your statements online for the past 7 years for RAMS deposit accounts opened on or after 12 May 2012. For any other account that can be accessed using myRAMS: (a) if you elected before 1 May 2015 to access statements for an account online, you can access statements for that account online from the date that you made your election or (b) if you elected on or after 1 May 2015 to access statements for an account online, you can access online statements which have been issued in or after May 2015 for that account at no extra cost (see clause 15).
Note: if you have elected to receive statements in the mail, you will be unable to access these statements online.
3.2 Using myRAMS on your mobile phone
You can access myRAMS Mobile using certain mobile phones (if you a RAMS home loan customer, you must first complete the new user process using a computer).
If you use myRAMS Mobile, you can:
View the transaction history on each of your accounts (limited to 200 transactions)
BPAY/Make a payment
View the Billers you have set up
View your scheduled BPAY payments and money transfers (where the product allows access using BPAY).
Pay anyone and Transfer to my Accounts
Transfer money to one of your own accounts or 3rd party accounts which you
hold with another Australian financial institution
View your scheduled money transfers
Change your myRAMS Mobile PIN
Set up fingerprint log in (on iOS devices only)
Accessing your available redraw using myRAMS
If you use myRAMS, then, for the purposes of the loan agreement under which any account was established:
The activities and features set out in clauses 3.1 and 3.2 are all subject to these terms and conditions - for example, there are limits on the values of transactions that may be made using myRAMS (see clause 8).
myRAMS does not permit money transfers or BPAY payments to credit card accounts or to certain payees and Billers.
You warrant that your use of myRAMS will not breach any law of Australia or any other country.
You can transfer
money using the "Transfers" facility.
To make the transfer, you must enter the information required. This may
include the following details:
We need not process
your transaction if this information is incomplete or if the transaction would
not comply with a provision of this agreement - for example, the limits under
We only use the BSB and account number to process money transfers. Please
carefully check the details you have entered before confirming a transaction as
we do not check the account name you provide. Sometimes, the financial
institution receiving the funds may check the account name and reject the
transfer if the account name is incorrect. However, neither we nor the
receiving financial institution are obliged to check the account name.
We do not verify
account details for any third party accounts. For this reason, please be
careful when sending funds to third party accounts, and as a matter of course,
check your transaction lists regularly.
We cannot reverse
transactions you make in error, either to RAMS or non-RAMS accounts. Should an
amount sent by you in error not be returned automatically by the receiving
financial institution, it may not be recoverable at all.
Paying bills using BPAY
How BPAY works
Not all RAMS accounts allow access using BPAY. Check the terms and
conditions of your account to see whether BPAY is available on your account
We are a member of
the BPAY Scheme. The BPAY Scheme is an electronic payments scheme through which
you can ask us to make payments on your behalf to organisations (Billers) who
tell you that you can make payments to them through the BPAY Scheme (BPAY
Payments). We will tell you if we are no longer a member of the BPAY Scheme.
For the purposes of the BPAY Scheme, we may also be a Biller.
transactions which you make using the "Pay Bills" facility are
processed through the BPAY Scheme. Bills which you can pay in this way display
the BPAY logo and Biller reference details as well as the types of accounts the
Biller accepts payment from (for example, cheque or savings).
When you see the
BPAY symbol on a bill, you can pay that bill through myRAMS. It's a simple and
convenient way to pay your bills. All you need is your bill - then simply
access myRAMS. By using BPAY you will be able to:
To make a BPAY
payment, you must enter the following information:
We then debit the
relevant account with the amount of that BPAY payment.
However, we need not process your transaction if this information is incomplete
or if the transaction would not comply with a provision of this agreement - for
example, the limits under clause 8.
You must comply
with the terms and conditions applying to the account to which
you request us to debit a BPAY payment, to the extent that those account terms
are not inconsistent with or expressly overridden by the BPAY provisions set
out in these terms and conditions. The BPAY provisions set out in these terms
and conditions are in addition to those terms.
If in relation to
your use of BPAY there is any inconsistency between your account and
the BPAY provisions set out in these terms and conditions, or an inconsistency
between other myRAMS provisions and the BPAY provisions in these terms and
conditions, the BPAY provisions will apply to the extent of the inconsistency.
Please carefully check the payment amount and Biller details you have entered
before confirming a transaction as mistakes cannot always be rectified - see
Individual Biller payment requirements
may have their own payment requirements. If you attempt to make a BPAY payment
to a Biller that does not satisfy their Biller requirements, you will receive
an error message (we do not determine the Bill requirements and cannot identify
these before you make your payment). Individual Biller payment requirements
You indemnify us
Subject to clause 12, clause 17 and the ePayments Code, you indemnify us
against any loss or damage we suffer or may suffer as a result of any claim,
demand or action brought against us, directly or indirectly because you acted
negligently or fraudulently in connection with the provisions of this agreement
relating to bill payments or BPAY.
5.4 Mistaken payments by
You acknowledge that if a Biller receives a wrong or mistaken payment from
another person it does not under any circumstances constitute part or full
satisfaction of any debt that you owe to that Biller.
Scheduling BPAY payments or money transfers using the "Pay Later" and
"Transfer Later" facilities
Later" and "Transfer Later" options enable you to schedule a money
transfer or BPAY payment for a later date (or a series of recurring money
transfers or BPAY payments for later dates). Cleared funds must be available in
the account the day before the payment is made and remain in the account until
the payment is made. When scheduling multiple payments and choosing an end
date, please note that the 'Last Payment Date' is the date your scheduled
payments will expire, and no payment will be processed on or after this date.
Please take this into consideration when setting up the date of your last
scheduled transfer as the end date is the first date on which the payment will
not be made.
Security and SMS Notifications
What is SMS Security?
SMS Security gives extra protection when you use myRAMS to:
If you have a RAMS
deposit account, you are automatically registered for SMS Security on
all your RAMS accounts. You cannot opt-out of SMS Security while
you have a RAMS deposit account.
How does SMS Security work?
If you are registered for SMS Security, then when you:
(without any legal obligation) to send a security code by SMS to your nominated
mobile phone number. You then enter the code as part of the process in
order to confirm the transaction or change. We send a new security code
for each transaction - the security code is valid only for that transaction and
you do not need to memorise it for future use.
If you no longer
have access to your nominated mobile phone number, for security reasons you can
only change the mobile number by calling 13 RAMS, that's 13 7267, during contact centre hours.
If you are
registered for SMS Security, your daily limit for
transactions is higher (see clause 8.2) and your liability under clause 18 may
be correspondingly higher.
If you are not
registered for SMS Security, you will not be able to:
What is SMS Notifications?
SMS Notifications is an alerts service which gives extra protection
when you are registered for myRAMS as it may potentially alert you to
unauthorised transactions on your account using myRAMS.
How does SMS Notifications work?
If you are registered for SMS Notifications then, each time
there is a myRAMS transaction for a BPAY payment or money transfer from
your account which is above the threshold amount nominated by
you, we try (without any legal obligation) to send an SMS message to your
nominated mobile phone number confirming the transaction.
However, the SMS
Notifications service does not apply to scheduled BPAY payments or
money transfers using the "Pay Later" or "Transfer Later"
options, or to the crediting or debiting of interest to your account -
we do not send an SMS message when such payments or transfers are made.
Registering for SMS Security or SMS Notifications
You may register by using the "SMS Security" facility or the
"SMS Notifications" facility on myRAMS and entering the
information required by the myRAMS prompts or by calling the RAMS Customer
Service Team on 13 RAMS, that's 13 7267, during contact
centre hours and providing the required information.
information will include the mobile phone number to which the security codes or
SMS confirmations are to be sent. You should update this information as
necessary - such as if you change your mobile phone number. If you do not
provide us with your correct mobile phone number, you may not receive the
security codes or SMS confirmations.
If you do not hold
a RAMS deposit account, you may de-register from SMS Security at
any time using myRAMS or by calling the RAMS Customer Service Team on 13
RAMS, that's 13 7267. You cannot de-register from SMS
Security while you hold a RAMS deposit account. If you de-register
from SMS Security you will no longer be able to perform certain functions - see
clause 7.2 for more information.
You may de-register
from SMS Notifications at any time using myRAMS.
Limits for money transfers and BPAY payments
For home loan accounts, each money transfer or BPAY payment (including a
scheduled transfer or payment) is limited to theavailable redraw on
the account from which the transfer or payment is being
the available redraw for these purposes is measured at the
time we process the transaction. Therefore, on any day for which a transaction
has been scheduled, you should ensure you have sufficient available redraw
to cover that scheduled transaction.
accounts, each money transfer or BPAY payment (including a scheduled transfer
or payment) is limited to the cleared funds in the account from
which the transfer or payment is being made.
cleared funds for these purposes are measured at the time we process the
transaction. Therefore, on any day for which a transaction has been scheduled,
you should ensure you have sufficient cleared funds to cover that scheduled
The aggregate of all payments and transfers made from all of your accounts on a day using myRAMS (including payments and transfers scheduled to be made on that day) must not exceed the relevant daily limit. If you are registered for SMS Security, you can nominate your daily limit to be between $1,000 and $50,000, in set increments.
If you are not registered for SMS Security your daily limit is $1,000. If you subsequently register for SMS Security your daily limit will default to $5,000 unless you nominate a different daily limit.
If a daily limit is increased you should note that this increases your risk that an unauthorised person with knowledge of your Access Codes may make larger withdrawals on the account(s).
We may lower your daily limit where no myRAMS activity has occurred for an extended period (usually or 3 months or more). This is a security feature designed to reduce the risk of unauthorised transactions occurring on the account(s) in myRAMS. We will give you notice when we do this in accordance with clause 25. We may not give you notice if we reduce the limit to restore security to myRAMS or individual Accounts as described in clause 25.
Any transfer from one of your accounts to another of your accounts does not count for the purposes of the daily limit - you may transfer amounts between your own accounts without limit as long as each transfer complies with clause 8.1.
For the purposes of the daily limit, a day ends at midnight.
Please note: Any scheduled transfers and or scheduled bill payments (BPAY) set-up prior to you reducing your daily limit, will be processed as long as there are sufficient available funds held in your account. If after reducing your daily limit you want all scheduled payments (set-up prior to the daily limit change) to fall within your new daily limit, you will need to change the amount of each scheduled transfer or bill payment via myRAMS.
Billers may impose additional limits on BPAY payments.
You are responsible for keeping to the limits
You must make sure that any transaction you make using myRAMS (including a
scheduled transaction) is within these limits. If a transaction would
result in a limit being exceeded, we may not process that transaction at all
(that is, we do not process part of a transaction) and you will need to
re-submit the transaction.
When are transactions processed?
When you make a transaction using myRAMS, you are requesting us to process that
transaction for you.
transactions subject to these terms and conditions. We do not guarantee
processing times - however, the following processing times generally apply if
you make a transaction and it includes complete and accurate details.
If you make a money
transfer to a 3rd party RAMS account or to an external institution before 4pm on any
banking day then, generally, it is processed, or treated as having been
processed, on that day. If you make a money transfer to a 3rd party RAMS
account or to an external institution after 4pm on a banking day or on a day
which is not a banking day, it is generally processed, or treated as having
been processed, on the next banking day. In addition, it generally takes
at least 1 banking day for a transfer to be received by the payee - this period
may be affected by the conduct of the receiving financial institution (for
which we are not responsible).
If you make a money
transfer to one of your own accounts, the transfer will be processed
If you make a BPAY
payment before 4pm on any banking day then, generally, it is processed, or treated
as having been received by the relevant Biller, on that day. If you make
the payment after 4pm or on a day which is not a banking day, it is generally
received or treated as having been received by the relevant Biller on the next
banking day. However, BPAY payment processing may be delayed (generally
by one banking day but potentially longer) if payment is made on the day before
a bank or public holiday or if another financial institution in the BPAY
scheme, or the Biller, does not process the BPAY payment as soon as they
receive its details.
If you make more
than one transaction using myRAMS within a processing day, we may determine the
order of processing those transactions.
A transaction that is scheduled for a banking day is generally processed, or
treated as having been processed, on that day. If the date for a
scheduled transaction is not a banking day, it is generally processed, or
treated as having been processed, on the next banking day.
We recommend that,
after the due date for a scheduled transaction, you check to ensure it was
If a transaction is
scheduled for a date after your use of myRAMS is terminated, the transaction
will not be processed.
If a transaction cannot be processed by the recipientIf we are advised that:
a BPAY payment cannot be processed by a Biller, or
a money transfer cannot be processed by the receiving financial
we credit the
relevant account with the amount of the BPAY payment or money transfer.
We will not notify you.
Transactions may not always be processed by us
We may suspend or
deny your access to myRAMS, delay in processing a transaction or refuse to
process a transaction in the following circumstances:
Can you stop or alter a transaction?
You may stop or alter a scheduled BPAY payment before 4pm on the day before the
date for which the payment is scheduled by cancelling or altering the scheduled
BPAY payment within myRAMS.
You may stop or
alter a scheduled money transfer by instructing us:
After these times,
you cannot stop or alter a scheduled transaction.
"Pay Now" or "Transfer Now" transactions
Once you have made a money transfer or BPAY payment using the "Transfer
Now" or "Pay Now" facilities, you cannot stop or alter that
If you make a mistakeIf you make a mistake in a myRAMS transaction, contact us as soon as
possible on 13 RAMS, that's 13 7267 during contact
centre hours giving full details so we can find the transaction and
If you make a
mistake in a BPAY payment using myRAMS:
The longer you
delay between making a wrong BPAY payment and telling us about it, the more
difficult it may be to correct the mistake - for example, because relevant
records or information may have been deleted. In this case, you may need
to rely on your own records to show that an error has occurred.
You may need to help us to try to recover a wrong or fraudulent payment - see
If we make a mistake or myRAMS malfunctionsIf we process a money transfer or BPAY payment other than in accordance
with the transaction you made using myRAMS - such as if we make the transfer or
payment to the wrong person or for an amount more than you specified - and we
debit youraccount accordingly, we will credit that transfer or
payment (or the amount of the excess transfer or payment) (and any related
interest, fees and charges) to your account.
If myRAMS accepts
your instructions for a transaction but fails to process the transaction due to
a malfunction, we are liable for any damage you suffer as a
result. However, if you knew (or should have known) that myRAMS was
unavailable for use or malfunctioned when you confirmed the transaction, then
our liability is limited to correcting any errors in your account and
refunding any associated charges or fees.
Also, see clause 21
for limits on our liability if you do not receive an SMS while registered
for SMS Notifications or SMS Security.
may need information from you
If you tell us that a BPAY payment made from your account using myRAMS is
unauthorised or was made to the wrong Biller (whether because we made a mistake
in processing or because you entered the wrong Biller details), you must give
us a written consent document. The consent must be addressed to the Biller that
received the BPAY payment and must consent to that Biller disclosing to us or
RAMS information about your account with that Biller or the BPAY payment,
including your customer reference number and any other information we
reasonably require to investigate or try to correct the BPAY payment. (If you
do not give this consent, the Biller may be prohibited by law from disclosing
the necessary information.)
If we consider it necessary for us to meet our regulatory and compliance
obligations, you must provide us with any information we reasonably request.
Valid transactions and receipts
Subject to clause 12, clause 18 and the ePayments Code, we treat any
transaction made on an account using myRAMS as authorised by
you if your customer ID number and myRAMS Password have been
used to access myRAMS.
Our records will be
evidence of your dealings with us in connection with myRAMS unless they are
obviously wrong or you demonstrate that they are wrong.
myRAMS produces a confirmation receipt on your screen for each transaction when
it is made (other than a scheduled transaction). You should print this out or
make a note of the receipt number, in case you have a later query regarding the
transaction. You should also check the receipt and notify us of any error as
soon as possible by calling 13 RAMS, that's 13 7267
during contact centre hours. Even though the receipt may be
produced when you make the transaction, this does not affect the transaction
processing time (which is described in clause 9).
Check your statements and notify errors promptly
You should carefully check each account record and statement
when you receive it and notify us as soon as possible of:
You can notify us,
or query any entry on your statement, by calling 13 RAMS, that's 13 7267
during contact centre hours.
Statements on RAMS
deposit accounts are automatically provided via myRAMS. You can elect to
receive statements on your other RAMS accounts via myRAMS, instead of having
paper statements mailed to you. You may be able to make this election, on an
account-by-account basis, via myRAMS. If you do so, you will stop receiving
paper statements on the nominated account(s). However, you may elect to revert
to paper statements at any time. You can do this by calling 13 RAMS, that's 13
7267 during contact centre hours.
We will send you an
email notification to your nominated email address, advising you that your
statement is available via myRAMS. It is your responsibility to check your
email regularly for these notifications and to access your statement promptly
following receipt of our email. You must also keep your nominated email address
current and inform us if you are not able to access either your email or myRAMS
for any reason. You cannot opt out of receiving these notifications; however
you can vary your nominated email address for receipt of them at any time.
If you do not keep
your email address current, we will be unable to send you email notifications.
myRAMS Access Codes
Your Access Codes, including customer
ID number and myRAMS Password, allow anybody using them to conduct
operations on an account and we are authorised by you to permit such
access. Because of this you must take special care to protect your Access Codes.
If you access myRAMS Mobile, you can access your myRAMS
Mobile using your customer ID and
myRAMS Password. You may be given the opportunity to select a myRAMS Mobile PIN
or choose to use the fingerprints you store on your mobile phone for accessing myRAMS Mobile through your mobile phone.
Selecting a myRAMS Mobile PIN or
selecting to use the stored fingerprint(s) to log into myRAMS Mobile are alternatives to entering your myRAMS Password
is only available on iOS mobile phone devices. You will not be given the
opportunity to register for fingerprint login unless you have a home screen
lock on your mobile phone and there is at least one fingerprint stored on your
mobile phone. If you wish to use the fingerprint sensor in connection with myRAMS Mobile, you should ensure that
only your fingerprints are stored on your mobile phone, as activating
fingerprint login means that any fingerprint saved on your phone, now or in the
future, can access myRAMS. Only set up fingerprint login if no-one else has
added their fingerprints to your mobile phone. Each time fingerprint login is
registered on the mobile phone to authorise transactions through myRAMS Mobile, you instruct us to act on these instructions.
If you have chosen
to use a myRAMS Mobile PIN on one mobile phone and you want to use a myRAMS
Mobile PIN on other mobile phones, you will be required to use the same myRAMS
Mobile PIN across all those mobile phones.
You must keep your
myRAMS Password or myRAMS Mobile PIN secure and take steps to prevent
unauthorised use of it or unauthorised access to myRAMS.
security measures for your myRAMS Password or myRAMS Mobile PIN are important.
However, they do not of themselves determine your liability for losses
resulting from unauthorised transactions made using myRAMS - liability for any
such losses is determined in accordance with clause 18.
Selecting your myRAMS Password
You may be required to change your myRAMS Password on initial access to myRAMS.
You should also periodically change your myRAMS Password and your myRAMS Mobile
PIN if you have chosen to establish one.
You may change your
myRAMS Password by using the "Change Password" facility on myRAMS.
When setting your myRAMS Password you:
must use between 8 and 30 characters including at least one upper case
letter and one number
must not select a password which reflects your
Protecting your Access Codes
To protect your myRAMS Access Codes you
myRAMS, you must:
As you cannot be
sure of the virus protection on a public computer - such as at an airport, café
or library - you must not access myRAMS using a public computer.
You are responsible for your computer's anti-virus and security measures and
for maintaining your own computer or mobile phone so that you can access
Can you make a note of your myRAMS Password or myRAMS Mobile PIN?
If you need a memory aid to recall your myRAMS Password or myRAMS Mobile PIN,
you may keep a record of it as long as that record is reasonably
disguised so that someone else cannot easily work it out.
We do not consider
the following as reasonably disguising the password (and you agree not to
record it in any of these ways):
We may cancel your myRAMS Password or myRAMS Mobile PIN
We may cancel your myRAMS Password or myRAMS Mobile PIN without notice as part
of our security procedures, if we reasonably believe it is being misused.
If you have chosen
to use myRAMS Mobile PIN or fingerprint login, and you enter your myRAMS Mobile
PIN incorrectly, or myRAMS Mobile does
not recognise the fingerprint used, 3 times, you will be deregistered from using your myRAMS Mobile PIN or
fingerprint login, however you will still be able to enter your customer ID and myRAMS Password. Once
you successfully log back in using your customer
ID and myRAMS Password, you can reregister for myRAMS Mobile PIN or
fingerprint login immediately if you wish.
If you enter
your customer ID or myRAMS Password incorrectly on 3
consecutive occasions, your myRAMS access privileges may be suspended and you
will be unable to obtain access to myRAMS. If this occurs, please contact 13
RAMS, that's 13 7267 during contact centre hours.
You must not interfere
You agree not to
interfere with or damage any customer ID number, password, data or
software associated with myRAMS (or attempt to do so).
What if your myRAMS Password or myRAMS Mobile PIN is lost, stolen, misused or
revealed?You must tell us as soon as possible if you know or suspect that the
security of your myRAMS Password or myRAMS Mobile PIN has been breached - such
as if it is lost or stolen or someone else knows it, or has made unauthorised
use of it to access myRAMS - otherwise, you may be liable for unauthorised use
- see clause 18.
To notify us, call
13 RAMS, that's 13 7267 (or +61 2 9647 6967 if outside
Australia) during contact centre hours providing details of
how the security breach occurred. We will give you a reference number that
verifies the date and time you contacted us. We will then cancel your myRAMS
Password or myRAMS Mobile PIN and issue you with a new myRAMS Password. This
replacement myRAMS Password is valid only for 10 minutes. You will need to log into
myRAMS with your customer ID and replacement myRAMS Password, and change the replacement
myRAMS Password to a new myRAMS Password of your choice within that time, in
order to keep using myRAMS. (You can only do this by logging in from a computer
as you cannot change your myRAMS Password if you access myRAMS using your
mobile phone.) Once you have changed your myRAMS Password, you may reregister
for myRAMS Mobile PIN or fingerprint login for your mobile phone after you have
logged into myRAMS with your customer ID and
myRAMS Password on your mobile phone, if you wish.
If you cannot
notify us because the phone line is unavailable, then, despite anything in
clause 18, you are not liable for any unauthorised transaction that could have
been prevented if you had been able to tell us, provided you tell us within a
reasonable time after the phone line becomes available again.
Liability for unauthorised transactions
What is an unauthorised transaction?
An unauthorised transaction is a transaction made using myRAMS which is neither
made by you nor made by someone else with your knowledge and consent.
When you are not liable or are only liable up to $150
You are not liable for any loss resulting from an unauthorised transaction made
liability for unauthorised myRAMS transactions is normally limited to:
When you may be more liable
If we prove (on the balance of probabilities) that you have contributed to the
losses from unauthorised transactions by:
then you are liable
for the actual losses incurred up to the time you notify us that the security
of your myRAMS Password or myRAMS Mobile PIN has been breached or that you
suspect an unauthorised transaction.
Also, if we prove
(on the balance of probabilities) that you have contributed to the losses from
unauthorised transactions by unreasonably delaying in notifying us, then you
will be liable for any losses incurred in the period between when you became
aware (or should reasonably have become aware) of the security breach and when
you actually notified us, if those losses could have been prevented by prompt
However, in each case under this clause 18.3, you are not liable for losses to
the extent that they:
ePayments Code limit on your liability
Despite anything else in these terms and conditions, your liability for
unauthorised transactions is not more than your liability under the ePayments
This clause 19 does
not apply to BPAY payments.
Reporting mistaken internet payments
report mistaken internet payments to us as soon as possible
after you become aware of them. You can reportmistaken internet payments to
We will acknowledge
receipt of your report and update your records with the date and time you made
with mistaken internet payments
payments will be dealt with by us in accordance with the ePayments
Code, where the ePayments Code applies to the payment. Clauses
19.3 and 19.4 provide a summary of the processes in the ePayments Code.
We may be the
sending institution, namely the financial institution whose customer made the
payment or the receiving institution, namely the financial institution whose
customer received the payment (this customer is the unintended recipient of the
payment). We will be the sending institution where the payment is made from
your account. We will be the receiving institution where the
payment is made to your account.
Where a financial
institution other than us is the receiving or sending financial institution, we
cannot guarantee that it will follow the processes in the ePayments
Code. A financial institution is unlikely to follow these processes if it
is not an authorised deposit-taking institution for the purposes of the Banking
Act 1959 (Cth). We are not liable for any loss suffered if it does not follow
Where the sending
institution is not satisfied that a payment is a mistaken internet
payment, it is not required to take any further action.
anything set out below, where the unintended recipient of the mistaken
internet payment is receiving income support payments from Centrelink,
the receiving institution must recover funds from that recipient in accordance
with the Code of Operation for Centrelink Direct Credit Payments.
Where you or
another financial institution advises us that you are, or we think you may be,
the sender or recipient of a mistaken internet payment, you must
give us, as soon as reasonably practicable and within the time we request, any
information we reasonably require to enable us to determine whether the payment
was a mistaken internet payment.
sufficient funds are available in the unintended recipient's account
Where the sending
institution is satisfied that the mistaken internet payment occurred
and there are sufficient credit funds available in the account of the
unintended recipient to the value of the mistaken internet payment,
the process that will apply will depend upon when the report of the mistaken
internet payment is made:
Where the report is
made within 10 business days of the payment:
Where the report is
made after 7 months of payment:
In each case where
the receiving institution is not satisfied that a mistaken internet
payment has occurred, it may (but is not required to) seek the consent
of the unintended recipient to return the funds.
Where the funds are
returned to the sending institution, it will return the funds to the holder as
soon as practicable.
sufficient funds are not available
Where both the
sending and the receiving institution are satisfied that a mistaken
internet payment has occurred but there are not sufficient credit
funds available in the account of the unintended recipient, the receiving
institution will use reasonable endeavours to recover the funds from the
19.5 Where you
receive a mistaken internet payment
we will, without
your consent, deduct from your account an amount equal to
that mistaken payment and send that amount to the financial
institution of the payer in accordance with clause 19.3 above.
If there are
insufficient funds in your account, you must co-operate with us to
facilitate payment by you of an amount of the mistaken internet payment to
We can prevent you
from withdrawing funds the subject of a mistaken internet payment where
we are required to do so to meet our obligations under the ePayments
19.6 Liability for
losses arising from internet payments
You must ensure
that internet payment details are correct. You are solely responsible for
providing correct payment details including amount and payee details. We will
return to you any funds recovered by us on your behalf from an unintended
recipient in respect of a mistaken internet payment but
otherwise have no liability to you for any payment made in accordance with
details provided by you including mistaken internet payments.
Currency and availability of information
Information available through myRAMS concerning transactions and balances may
not always be completely up to date, although in most cases should at least
reflect the transactions and balances of an account up to the
close of business on the previous banking day.
We try (without any
legal obligation) to make myRAMS available at all times but this may not always
be possible. For example, it will be unavailable while we carry out system
maintenance. It may also be unavailable due to factors beyond our control, such
as your Internet connection. If you cannot access myRAMS at any other time,
please call RAMS, that's 13 7267 so that we can investigate.
Also see clause
We use a very high level of encryption to protect your transactions and accounts from
unauthorised access. The use of such encryption may be illegal in certain
jurisdictions. It is your responsibility to ensure that the local law permits
you to use myRAMS.
Our liability is limited
Subject to clause 12 and clause 18 and to the extent permitted by law and
the ePayments Code, we are not liable for anydamage you
This clause does
not apply where the damage arises from:
Your email address and Mobile Phone number
For security purposes, we recommend you don’t use a shared email address or mobile phone number for your myRAMS account.
We may use your
email address to advise you of any enhancements or other changes to myRAMS
which may alter our deliver of, or your ability to use, myRAMS or send you an
email notification to tell you the changes are available for viewing within
myRAMS or on a website. If you do not provide us with a correct email address,
you may not receive important information about myRAMS.
We may use your
Mobile Phone number to send you SMS Security codes, SMS notifications and any
information relevant to this service. If you do not provide us with your
correct Mobile Phone number, you may not be notified of this information. You
will be notified of any changes to our records of your Mobile Phone number via
an SMS to both your old and new Mobile Phone numbers.
You need to keep
your email address and Mobile Phone number current. You may update them using
the "My Details" option in myRAMS or by calling the RAMS Customer
Service Team on 13 RAMS, that's 13 7267 during contact
If you think there
has been a mistake in a transaction or an unauthorised transaction has been
made through myRAMS or you have another issue please contact us.
It is your
responsibility to, firstly, notify us of the situation. To do this, contact us
It is essential
that you give us all the information you have to help us resolve your concern.
We will aim to
resolve the matter when you first contact us. If we cannot resolve your issue
there and then, we will commit to taking the following steps:
Let you know who is handling your complaint.
Keep you informed of what is happening.
Aim to resolve your complaint within 5 working days.
By using myRAMS you
agree that we may advise you of the progress and resolution of your complaint
in writing or verbally as we consider appropriate.
Please note that we
comply with the ePayments Code complaint investigation and
resolution procedures in connection with electronic funds transfer transactions
to which the ePayments Code applies.
What if you feel
your complaint has not been resolved?
If we haven't been
able to resolve your issues to your satisfaction , and you'd like an
independent review, you can refer your complaint to The Financial Ombudsman
Service, GPO Box 3, Melbourne VIC 3001, phone:1800 367 287.
Securities & Investments Commission (ASIC) also has a freecall Infoline -
1300 300 630. You can use this number to make a complaint and to obtain further
information about your rights.
Code and the Code of Banking Practice
Code governs certain electronic payments to or from your account where
you are an individual. (e.g. making payments using myRAMS). We will comply with
the ePayments Code where it applies.
The Code of Banking
Practice is a self-regulatory code adopted by us. We actively comply with the
Code of Banking Practice. General descriptive information about our services is
available on request from RAMS. This includes information about our obligations
regarding the confidentiality of your information, complaint handling
procedures, the advisability of you informing us promptly if you are in
financial difficulty and the advisability of you reading the terms and
conditions applying to a relevant service.
Changes to these terms and conditionsWe can change these terms and conditions at any time.
However, none of these
advance notice requirements apply where an immediate change is necessary to
restore or maintain the security of myRAMS or your accounts.
Ordinarily, we only change these terms and conditions for one or more of the
Fees and chargesIf you use myRAMS to effect a transaction you may incur a fee or a
government charge (or both) on the account you access, in
accordance with the terms and conditions applicable to that account.
Information on standard fees and charges is available on request from RAMS.
Anti-Money Laundering and Counter-Terrorism Financing obligationsYou should be aware and you agree that:
You provide us the
following undertakings and indemnify us against any potential losses arising
from any breach of such undertakings:
About this agreementWhen you first use myRAMS, you accept these terms and conditions and
become bound by them. They form the agreement between you and us as to
your use of myRAMS.
If you have previously used myRAMS, your first use of myRAMS after any changes
to these terms and conditions are notified (see clause 26) indicates your
acceptance of them.
You may stop your use of myRAMS at any time by calling us on 13 RAMS, that's 13
7267 during contact centre hours. We may terminate myRAMS under
We enter into this
agreement on our own behalf and on behalf of RAMS.
If (without this
paragraph) any provision of these terms and conditions would be void,
unenforceable or breach a law, these terms and conditions are to be read as if
that provision (or the offending part of the provision) was varied to the
extent necessary to make it valid, enforceable or comply with the law, or if
that is not possible, omitted.
Governing lawThis agreement and the transactions carried out under it using myRAMS
are governed by the law in force in New South Wales. Both you and we
submit to the non-exclusive jurisdiction of the courts of that State.
Words with special meanings
Means any one or more of your
myRAMS Password, myRAMS Mobile PIN, SMS Security codes and any other code we
provide you (or permit you to choose) from time to time, that enables you to
log in or use myRAMS and which you are required to keep secret.
Has the meaning given in
In relation to an account,
has the meaning given in the loan agreement for that account.
A day other than a Saturday or
Sunday or a public, special or bank holiday in New South Wales.
See clause 5.1.
means BPAY Pty Ltd ABN 69 079
Contact centre hours
Please see our Contact us page for contact centre hours.
customer ID number
The eight digit Customer
Identification Number by which RAMS identifies you.
Has the meaning given in clause
Means loss or damage and
includes both direct and consequential loss or damage.
Electronic Funds Transfer.
The ePayments Code is
an industry code governing certain electronic payments.
for example, includingor such
when introducing an example
does not limit the meaning of the words to which the example relates to that
example or examples of a similar kind.
mistaken internet payment
means a payment, other than one
made using BPAY, by an individual through a 'Pay Anyone' internet banking
facility and processed through direct entry where the funds are paid into the
account of an unintended recipient because the individual enters or selects a
BSB number and/or identifier that does not belong to the intended recipient
as a result of the individual's error or the individual being advised of the
wrong BSB number and/or identifier.
If you are registered for SMS
Security and/or SMS Notifications, the mobile telephone device with the
telephone number that you have registered as the Mobile Phone to which SMS
and notifications should be sent by SMS.
The service that we make
available through the internet to enable you to make transactions and
view information in connection with your accounts over the
internet (whether using a computer or suitable mobile phone)
The mobile optimised version of
myRAMS which enables you to make certain transactions and view
information in connection with your accounts on your mobile phone.
myRAMS Mobile PIN
The 4 character PIN that you
can set up to log into myRAMS Mobile after you have first logged in using
your customer ID and myRAMS Password.
The 8 character password which
we issue to you on registering for myRAMS or any other 8 to 30 character
password you or we change it to from time to time.
RAMS Financial Group Pty
Limited (ABN30 105 207 538 AR 405465 Australian credit licence 388065) and
its successors and assigns.
The optional alerts service
described in clause 7.
The optional additional
security service described in clause 7.
Westpac Banking Corporation
(ABN 33 007 457 141 AFSL and Australian credit licence 233714) (Westpac) and
its successors and assigns.
The account holder who has
accepted these terms and conditions.
Clause headings do
not affect the interpretation of clauses.
Unless the context requires otherwise, the singular includes the plural and
A reference to:
Westpac Banking Corporation
275 Kent St, Sydney
RAMS is a wholly
owned subsidiary and an authorised representative of Westpac. RAMS is
authorised by Westpac to distribute myRAMS.
Processing (No. 1) Pty Ltd ABN 29 147 490 819 (UMP) is authorised to provide
financial services, including call centre and other administrative services in
relation to myRAMS, as an authorised representative of Westpac. UMP can be
contacted through any of the following channels:
Telephone: 13 7267
Mail: Locked Bag 5001, Concord West, NSW 2138
Terms and Conditions - Effective 18 June 2018
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