​Making payments to your account: You can find details on how to make payments to your account here. Your new BPAY reference number is in your MyCard statement, but payments using your previous BPAY details will still be applied to your account.​

Getting copies of your statements: You can download statements from November 2023 onward via the MyCard app or MyCard Online. For earlier statements, you can request them through chat with us in MyCard Online. Only the accountholder can view or request statements.​​

Accessing MyCard Online: refer to our FAQs on how to retrieve your MyCard user ID and log in for the first time.​

How to lodge a complaint

Find out how you can make a complaint, how it will be resolved and what you do if you’re still not satisfied.

Message us

The easiest way to make a complaint is to message us.

Go to MyCard Online, opens in new window and select the Chat icon. You can either speak to a Virtual assistant or one of our customer service consultants.

Other ways to lodge a complaint

If you’d like to talk to someone, we’re available Monday to Friday, 8am to 6pm (AEST/AEDT).

Information you’ll need

  • If you have any supporting documentation, please have it handy when you raise your concern.
  • Confirm your mobile number and email address where possible so we can let you know the progress of your complaint.

Taking your complaint further

If your concerns haven't been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):

Website: afca.org.au, opens in new window

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001.

Giving us feedback

Have you had a fantastic experience with us? We'd love to hear about it! Your compliments motivate us to keep improving and delivering top-notch service. Fill in the feedback form, opens in new window and let us know what made your day.