Phone Banking - frequently asked questions

You can register Phone Banking, by calling 13 11 82 and entering the Phone Banking queue (Option 1: Self Service Phone Banking). The system will recognise if you are yet to register and will immediately start the registration process. Follow the steps to register:

Step 1: Enter your member number and date of birth. You'll receive a Verifcation Code via SMS on the mobile number you've registered with us. Then enter the Verification Code.

Step 2: Once verified, you'll be able to select a new access code for immediate registration - the access code must be between 6 and 8 digits.

If you experience any difficulties or are unable to receive the access code via mobile, we're here to help. If in Phone Banking, simply press Option 7 - Speak to a consultant and you'll be connected to one of our friendly staff.

You’ll be able to use your new access code to verify your identity when you call our Customer Hub, Business Support and Credit Management Teams. This means you'll be prompted to enter your member number and your access code before you speak to someone from our team, giving you a more personalised experience and reducing your wait time.

You can access Phone Banking by calling 13 11 82 and selecting Option 1: Self Service Phone Banking. You'll then be prompted to enter your member number and access code.

Phone banking will be unavailable Between 10:30pm and 2:00am Australian Central Standard Time (ACST) each day. During this time, you'll be able to access your accounts via Online Banking and Our App.

Phone Banking service will provide you with a way we can quickly and easily verify your identity over the phone when you call us, known as access code verification. The system will recognise if you've registered for the Phone Banking service and, if so, will prompt you to enter your access code. This feature will help us better connect with you the next time you call our Customer Hub, Business Support or Customer Assist teams.

• Card activation
• Interest earnings information
• Term Deposit setup and access
• Accessing an account you are not a signatory or authorised party on
  
   

If you want to register for the Phone Banking service and you don't have a mobile phone number recorded with us (or if your mobile number is updated within the last 48 hours) you'll be unable to complete the registration process and will be automatically transferred to our contact centre where a team member will be able help you to create an access code the first time you call through to Phone Banking.

You can change the order of your Quick Accounts on Phone Banking by selecting Option 5: Change Quick Accounts on the menu. Once selected, your call will be transferred to a team member who will be able to make this change for you.

The Phone Banking system will refer to accounts using the last four digits of the account number. Once an account is selected from the menu, the name of that account will then be announced, allowing you to confirm this is the right selection.

If it's not the right account, that’s ok! You can try again.

Quick Accounts are the first 3 'favourite' transaction and savings accounts that you can access using Phone Banking.

Quick Account options are presented first. Loan accounts (and your other transaction and savings accounts) are not included as Quick Account options but can be accessed by selecting Option 4: Select loans and all other accounts.

You can change your access code by selecting Option 6 - Change access code.

If you've forgotten or have trouble resetting your new access code, call us on 13 11 82 and one of our team members will be able to assist (you can also select Option 7 - Speak to a consultant when you are in Phone Banking and you will be transferred through).

The Phone Banking menu has the following options:

• Option 1: Select quick account 1
• Option 2: Select quick account 2
• Option 3: Select quick account 3
• Option 4: Select loans and all other accounts. (note: if you have loan/s these accounts will be presented first)

 

All options above allow you to:

• Hear the last 5 transactions (Not available for loan accounts)
• Transfer to another account (Not available for loan accounts, only possible to transfer to a loan account)
• Repeat account balance
• Option 5: Change quick account order - your call will be directed to our contact centre where a team member can do this for you
• Option 6: Change access code
• Option 7: Speak to a consultant - your call will be directed to our contact centre

Once you've successfully registered for Phone Banking or reset your access code, you'll receive confirmation on the call and will also be sent confirmation via email (if you've provided us an email address). If not, you'll receive a confirmation letter.

You'll be able to access up to 10 accounts using Phone Banking. To change which accounts are included, select Option 5: Change Quick Accounts from the menu. To access account information on more than 10 accounts, please use Online Banking or our People First Bank App.

To access account information on more than 10 accounts, please use Online Banking or our People First Bank App.

While our Phone Banking service will still be available 7 days a week, it will be offline from 11:30pm to 3:00am AEST (11:00pm to 2:30am (ACST) each day. This is so we can complete our end of day system processing. We recognise that having our Phone Banking service offline during this time may impact some customers, however, you can still access account information via App and Online Banking 24/7.

Our App or Online Banking services may suit your banking needs better. Please call us on 13 11 82 or visit a branch to learn more and to register for these alternative services.

Phone banking will lock if any of the following are entered incorrectly three times:

• date of birth
• one-time-passcode (received via SMS to the mobile number you've provided to People First Bank)
• Member number or access code

 

Call 13 11 82 to have your Phone Banking account unlocked by one of our team members.