Inactive accounts

This page explains how you can keep your account active, reactivate an inactive account, or close an inactive account and claim any remaining balance.

What is an inactive account?

Your account becomes inactive when there's been no customer-initiated activity for:

1 year (current accounts)
3 years (savings accounts)

Before this happens, we'll contact you. If we don't hear from you within one month, your account will be made inactive. Once inactive, you won't be able to access your account online or by phone, or make deposits or withdrawals - but your money remains safe, and savings accounts will continue to earn profit.

How do I keep my account active?

If you've received a notice and your account isn't yet inactive, you can keep it active within the one-month period by:

Savings accounts - making a deposit, withdrawal, or transfer using Digital or Telephone Banking.
Current accounts - making a payment or transfer, withdrawing cash, or making a purchase with your debit card.
Or simply log in to Digital Banking or send us a secure message confirming you want to keep your account open.

My account is already inactive - what do I do?

To reactivate or close your account, you'll need to provide some documents.

Personal customers

Proof of identity (original or certified copy)
Proof of address (original or certified copy)
A completed and signed Dormant/Blocked Account Activation or Closure Form

Non-personal customers (businesses or charities)

Proof of identity for all authorised signatories
Proof of address for all signatories
Proof of address for the business or charity
Completed Activation or Closure Form
Completed KYC questionnaire

Want to close your inactive account? The same steps apply - you'll need to complete the form and provide identification. A new proof of address is only required if your address has changed and you want funds sent by cheque.

Joint accounts - either account holder can request reactivation or closure, but documents are required for all account holders.

What happens next?

After we receive your documents:

We may contact you to confirm your details
We'll review your documents
Your account will be reactivated, or closed with funds sent to your nominated account

If anything is missing, we'll contact you.

How long will it take?

Once we receive all required documents, most requests are completed within 5-7 working days. More complex cases may take longer.

Quick tips

Make sure documents are correctly certified to avoid delays
Include all required forms when submitting your request
Use the webform if you can't access your account
Act within the notice period to avoid your account becoming inactive

Need help?

If your account is inactive, you won't be able to use Digital Banking. You can contact us by completing our webform and our team will assist you.