Frequently Asked Questions (FAQs)

To deposit funds into your account, the following options are available to you:

Online
Log onto the Online Banking section of this website and follow the steps located in the "Move My Money" section or use our Interactive Telephone Service by calling 133 464 (You will need your client number and access code). This allows you to transfer money from your linked bank account.

Cheques
You can make cheque deposits by mailing us a cheque using the following address:

	In Australia	Overseas
Orange Everyday	ING DIRECT Reply Paid 2682 Sydney NSW 2001 or Go to an Australia Post Bank@Post outlet with your Visa Debit Card	ING DIRECT GPO Box 2682 Sydney NSW 2001 Australia
Savings Maximiser, Personal Term Deposits and Savings Accelerator	ING DIRECT Reply Paid 2682 Sydney NSW 2001	ING DIRECT GPO Box 2682 Sydney NSW 2001 Australia
DIY Super Funds and Trusts, Business Optimiser and Business Term Deposits	ING DIRECT Reply Paid 3858 Sydney NSW 2001	ING DIRECT GPO Box 3858 Sydney NSW 2001 Australia
Home Loans	ING DIRECT Reply Paid 4094 Sydney NSW 2001	ING DIRECT GPO Box 4094 Sydney NSW 2001 Australia

You must write your Client Number and Account Number on the back of the cheque.

We have a Customer Information Centre in Sydney for the convenience of depositing cheques directly with one of our staff members. The Sydney Customer Information Centre is located at 140 Sussex Street (9:00am - 5:00pm, Monday - Friday)

Cash
For Orange Everyday customers only, cash (up to $3000) can be deposited at Australia Post Bank@Post outlets. You will need your Visa Debit Card to make the deposit. Note: cash deposits may be refused if there is an excess of small denominations or coins.
The ING DIRECT Customer Information Centres will not accept cash and cash should not be sent to us in the mail.

Other Deposits
Alternatively, you may organise to have your salary or other income, such as dividends or rental income, directly deposited into your Orange Everyday, Savings Maximiser, Business Optimiser or Mortgage Simplifier. You will need to supply the depositing party with our BSB (923-100) and the account number you want to have credited with these funds.

A Customer Information Centre (CIC) is a place where clients and visitors can go to learn more about ING DIRECT in person, as well as use the facilities for online banking or telephone banking.

The Sydney CIC is located at 140 Sussex Street (9:00am - 5:00pm, Monday - Friday)

Yes. If you are overseas and you need to call ING DIRECT, please call us on +612 9028 4077. We are here and happy to help you 24 hours a day, 7 days a week.

ING DIRECT require your original signature agreeing to the terms and conditions before a new account can be opened. We cannot accept a faxed copy. Once you have signed the declaration agreeing to the Terms and Conditions or Product Disclosure Statement, simply mail it to the following address (note: Orange Everyday applications must be completed online):

	In Australia	Overseas
Savings Maximiser and Term Deposits	ING DIRECT Reply Paid 2682 Sydney NSW 2001	ING DIRECT GPO Box 2682 Sydney NSW 2001 Australia
Business Optimiser and DIY Super	ING DIRECT Reply Paid 3858 Sydney NSW 2001	ING DIRECT GPO Box 3858 Sydney NSW 2001 Australia
Home Loans	ING DIRECT Reply Paid 463 Sydney NSW 2001

For banking products, a business day is a week day, except a national public holiday or a public holiday in New South Wales. For Superannuation and Retirement products, a business day is a day on which banks are normally open for business in either Sydney or Melbourne other than a Saturday, Sunday or a day which is a public holiday in both Sydney and Melbourne.

A Direct Debit Request is an instruction you give ING DIRECT to allow us to take money from your linked bank account to deposit into your ING DIRECT account. Not all bank accounts allow funds to be withdrawn and deposited into another institution, so you should check to make sure that the account you wish to link has this access.

To activate a savings account, you need to use a cheque drawn from your nominated linked bank account and make it payable to yourself (the account holder) or to ING DIRECT.

Once an account is activated, you may deposit cheques drawn from your nominated linked bank account made payable to yourself or ING DIRECT. This may be from your nominated linked bank account (if a savings account) or from any other third party. Remember to write you Client Number and Account Number on the back of the cheque.

If you are depositing a cheque into a savings account, you start earning interest on the cheque on the date it is received by us and deposited into your account. Note, there is no interest payable on an Orange Everyday account.

The money cannot be used or withdrawn until we have cleared the cheque and the money becomes "cleared funds".

Note: if the cheque is dishonoured, the amount of the cheque and any interest that has accrued on the amount (if a savings account and has been credited to the account) will be debited (withdrawn) from your account. Note, there is no interest payable on an Orange Everyday account.

To make a cheque deposit into your account please send to the relevant address below:

	In Australia	Overseas
Orange Everyday	ING DIRECT Reply Paid 2682 Sydney NSW 2001 or Go to an Australia Post Bank@Post outlet with your Visa Debit Card*	ING DIRECT GPO Box 2682 Sydney NSW 2001 Australia
Savings Maximiser, Personal Term Deposits and Savings Accelerator	ING DIRECT Reply Paid 2682 Sydney NSW 2001	ING DIRECT GPO Box 2682 Sydney NSW 2001 Australia
DIY Super Funds and Trusts, Business Optimiser and Business Term Deposits	ING DIRECT Reply Paid 3858 Sydney NSW 2001	ING DIRECT GPO Box 3858 Sydney NSW 2001 Australia
Home Loans	ING DIRECT Reply Paid 4094 Sydney NSW 2001	ING DIRECT GPO Box 4094 Sydney NSW 2001 Australia

You must write your Client Number and Account Number on the back of the cheque.

*The cheque must be made payable to the cardholder depositing the cheque. Cheques made payable to joint names cannot be accepted at Bank@Post, please send by mail.

No. If the deposit is rejected, any interest that may have been accrued will be reversed.

Direct debit requests will be held for three business days from the date of receipt provided they are received before the cutoff time (currently 7pm (Sydney time)) on a business day. You will not be able to draw on these funds until three business days have elapsed. This time allows for ING DIRECT to receive confirmation from the paying financial institution that the funds are available.

For withdrawals, if they are made before the cutoff time (currently 7pm (Sydney time)) on a business day, the funds are generally transferred to your linked bank account by the next business day.

A Mistaken Internet Payment occurs when you make a Pay Anyone payment and enter in the wrong BSB and/or account number. It does not include BPAY payments. For more information on how to report and what we can do, please refer to the Terms and Conditions booklet for your account.

You can report a Mistaken Internet Payment or an Unauthorised Transaction on your account by calling our Direct Associates 24/7 on 133 464. If you are calling from overseas click here to view the direct access number for the country you are calling from to make reverse call charge. Dial the relevant access code followed by 02 9028 4077.

Online Application

If you have applied online for a Savings Maximiser you will receive a welcome e-mail within 48 hours of opening the account. If you have not received this, please contact us as soon as possible on 133 464.

For Orange Everyday, you will receive a welcome pack and your Visa Debit Card when your account is opened. You'll need to make a first deposit and activate your card before using your account.

For Business Optimiser and Term Deposits, you will receive a confirmation letter outlining the details of your account.

After your home loan settles, we will send you a letter to confirm all of the details (this may occur after your first payment is made). Alternatively, you can find out if your home loan account is activated by contacting us on 133 464 to speak to one of our Direct Associates, they are available 24 hours a day, 7 days a week.

To access your ING DIRECT account via the ING DIRECT website, simply click on Online Banking at ingdirect.com.au then enter your Client Number and Access Code.

If you have forgotten your Access Code, please contact one of our Direct Associates on 133 464, 24 hours, 7 days a week, who can reset your Access Code for you.

Paper Application

If you mailed us a paper application, you will receive a Welcome Pack in the mail confirming details of your new account. This may take five to seven business days to reach you after we have received your completed application.

You will be provided with your Client Number and a Temporary Access Code. To access your ING DIRECT account via the ING DIRECT website, simply click on Online Banking at ingdirect.com.au, then enter your Client Number and Temporary Access Code. You should change this Temporary Access Code to one of your own choice as soon as possible.

Once your application, any associated documentation and opening deposit have been received and accepted, your account will be activated.

Clearance of your opening deposit can take up to three to five business days depending on the type of account you have opened.

The BSB for all ING DIRECT products is 923-100.

Savings Maximiser, Savings Accelerator and Term Deposit statements are issued six-monthly for the periods ending June and December.

Orange Everyday and Business Optimiser statements are issued quarterly for the periods ending March, June, September and December.

You can change your contact details by logging on to our online banking site under "Change my details" and "Contact Details". If you wish to change your name or date of birth you need to print out the relevant form under the "Forms" section.

For savings and home loans, to change your linked bank account, you can do this online for Savings Maximiser or Term Deposit under "My Account Details" or you will need to go to the "Forms" section and print out the relevant document for Business Optimiser and Home Loans. Alternatively just call us on 133 464. We are here and happy to help 24 hours a day, any day of the week.

No, we cannot accept amounts in foreign currency. We can only accept deposits and transfers that are in Australian dollars.

If you wish to close your account, you can call us on 133 464 and we will do this for you over the phone.

Alternatively, you can mail us a Letter of Direction, requesting the account to be closed and the funds transferred back to your linked account for savings accounts or by cheque for Orange Everyday account holders.

To change your name, you need to log into your account, print out and complete the Change Personal Details Form, which is in "My Personal Details" under "Forms".

You will need to provide a certified copy of a Marriage Certificate, Change of Name Certificate or Decree Nisi and Marriage Certificate (whichever is appropriate).

Don't panic. Just call us on 133 464 and we'll be glad to help you.

Yes, if your financial adviser is accredited with ING DIRECT, they can obtain information about your account. Speak to your financial adviser or call the Contact Centre on 133 464 to find out how to set this up.

Generally, an original certified copy of Probate, Death Certificate and a Letter of Direction signed by the Executor/ Administrator is required. Other documents may also be required, depending upon the type of account. Please call us on 133 464 for more details.

To certify a document, an “acceptable person” must clearly write:

“I hereby certify this document is a true copy of the original document shown to me”

And then put the following information:

• Signature
• Date
• Full Name (printed)
• Address
• Phone Number
• Qualification
• Registration Number

Contact details of the “acceptable person” can be either work or residential.

Individuals certifying documents need to certify every page of the document. If they only wish to write on the first page, they must clearly state that they are certifying the entire document (i.e. all pages).

An “acceptable person” (cannot be a relative of the account holder) may include:

1. A legal practitioner on the roll of the Supreme Court of a State or Territory, or the High Court of Australia
2. A judge
3. A magistrate
4. A chief executive officer of a Commonwealth court
5. A registrar or deputy registrar of a court
6. A Justice of the Peace
7. A notary public (for the purposes of the Statutory Declaration Regulations 1993)
8. A police officer
9. An agent of the Australian Postal Corporation who is in charge of an office supplying postal services to the public
10. A permanent employee of the Australian Postal Corporation with 2 or more years continuous service who is employed in and office supplying postal services to the public
11. An Australian consular officer or an Australian diplomatic officer
12. An officer with 2 or more continuous years of service with one or more financial institutions
13. A finance company officer with 2 or more continuous years of service with one or more finance companies
14. An officer with, or a representative of, a holder of an Australian financial services licence have two or more years continuous service with one or more licensees
15. A member of the Institute of Chartered Accountants in Australia, CPA Australia or the National Institute of Accountants with 2 or more years of continuous membership.
16. A chiropractor
17. A dentist
18. A legal practitioner
19. A nurse
20. An optometrist
21. A patent attorney
22. A physiotherapist
23. A psychologist
24. A trade marks attorney
25. A veterinary surgeon

Please call us on 133 464 if you require assistance.