Dear Members

The global outbreak of COVID-19 means we are all facing challenges and uncertainty in many areas of our lives.

I am writing to you today to reassure you that we are well prepared to face these challenges, and to let you know about some of the measures we are taking to ensure we can continue to deliver banking services whilst safeguarding the well-being of our employees, members and the community.

Our goal is to keep our services operating normally, and in many respects it is very much business as usual as far as our everyday banking, deposit accounts and lending services are concerned. However, we have made some adjustments to our business operations to ensure we minimise any potential risks in this current environment.

Online and Telephone Services

MOVE Bank has a full range of online and telephone services available to help you to manage your everyday banking including:

• Access 24/7 through internet banking and the MOVE Bank app
• Live chat - now available on our website
• Telebalance phone banking service
• Email us at

Contact Centre

Our contact centre continues to operate from 8:30am to 4:30 pm Monday to Friday to provide you with assistance.

We have also introduced remote working practices with the majority of our staff now working from home, so while we do not expect no interruptions to our banking services you may experience slightly increased wait times in peak periods.


Our branch will remain open Monday to Friday, however we will be introducing reduced operating hours to 9:00 am to 2:00 pm for the time being.

In alignment with the government health authority’s recommendation to exercise social distancing, we strongly encourage members to use our online and telephone services whenever possible. We also ask that you not visit the branch if you are unwell or experiencing any symptoms including fever, coughs or sore throat.

Financial assistance

We understand that members will be affected by current events and some will suffer financial hardship, so an assistance package is available to support members financially impacted by COVID-19.

For more information, please visit:

We also want you to know that we are here for you during this difficult time and encourage you to contact us on 1300 362 216 to discuss assistance options available for you if required.

We’re here to help

I would also like to take this opportunity to remind you that MOVE Bank is an Authorised Deposit-taking Institution (ADI) so we are protected by the Australian Government guarantee on deposits in addition to the same safeguards which apply to all banks and financial institutions.

Our solid financial position, digital capabilities and member-first commitment mean that are well positioned to support you through this difficult time and beyond.

Please don’t hesitate to reach out through our member communication channels if you require any assistance.

We will continue to keep members updated on the COVID-19 situation on our website and through the MOVE Bank App.
Stay safe and look after yourselves and the community during this time.

Kind Regards,
Therese Turner