COVID-19 - How we can help

Information for all Credit Union Baywide members: NZCU Baywide, NZCU Central, NZCU South and ACU.

We've now moved into Level-4 and are in a nationwide lockdown. It has taken us some time to work through the Government's requirements and gain some clarity on what this means for us and, more importantly, our members. Please understand that what we have outlined below may change as time goes on and we will continue to update you. My team and I appreciate your patience and support as we work through this unique and unprecedented situation. 

Please visit this page regularly, to access the most up to date information. As we adjust to changes, this is the primary communication tool we are using to update members.


Level-4 lockdown – what does this mean for our members?
Branches closed from 26 March 2020
We remain committed to supporting your banking needs and to ensure you can access essential banking services. We also need to balance this with how we can reduce the risk for all of our members and staff whilst doing our part to eliminate COVID-19.

Selected branches to open each Thursday from 9am to 12 noon
From Thursday 2 April, the branches listed below will open from 9am – 12 noon. This is so we can meet the needs of our most vulnerable customers who cannot use online and phone banking. 

  • Click here to view the latest updated branch operating hours 

Essential services we will provide in branch each Thursday
We have always operated predominantly cashless branches. As such there will be very limited cash services available. For the majority of our sites, including the branches we will have open, we have a 24/7 ATM outside to provide access to cash. Please utilise these to reduce the number of members in branch.

Essential services available in branch
1. Provide AccessCards for use in ATM’s
2. Assist with card related transactions: replacements, PIN, cancel etc
3. Facilitate third party payments - only if the member is unable to do so electronically from home
 
What we will not be able to provide in branch
1. Home loan or personal loan interviews. We have teams available online and via phone if you require these lending services
2. Investigate general queries. 


Visiting a branch
We all need to help stop the spread of the virus. Please avoid visiting a branch wherever possible. 

Please only use a branch if you have no other option. In all instances, we ask you to firstly utilise mobile or internet banking (where able), an ATM, or contact our call centres to assist with your banking needs. And, please do not use a branch if you’re sick, you’ve been in contact with someone who has COVID-19 symptoms, or traveled internationally in the last 14 days.

If you do need to visit a branch to access a n essential service, we will have the following safety precautions in place, including:

  • One in one out policy
  • 2 metre physical distancing
  • Please do not bring friends and family with you

AccessDebit paywave limits temporarily increased

To help reduce the spread of Covid-19 by minimising the need to touch EFTPOS pin pads, the following increases have been made to contactless (paywave) limits for Credit Union Baywide AccessDebit cards:

  • Single transactions without the need for a PIN can now be up to $200, previously $80
  • Total daily maximum for contactless transactions is now up to $400, previously $150

The increase is temporary and we expect it will stay in place until the Government decreases the national status to an Alert level-2 or lower. The change will also depend on retailers updating their EFTPOS terminals, so lower limits might still apply at some retailers for some time.

The Credit Union Baywide AccessDebit Terms and Conditions have been updated and are available to view here.

Security

As always, we urge you to treat your AccessDebit cards as if it is cash. As stated in the Terms and Conditions, you must exercise every possible care to ensure the safety of your card, you must not allow others to use your card, do not leave your card in an unattended wallet, purse or vehicle or anywhere a thief could remove the card without being noticed.

Lost or stolen cards

If your card is lost or stolen, it can be used for unauthorised transactions, which may result in a loss to you. You must let us know immediately by calling our contact centre hours or 0800 800 147 if it’s after-hours.

 

 


 

Register for internet banking

To stay connected make sure you are registered for internet banking and then mobile banking. Please use the link below to find out more information and to sign up to internet banking, you can then download the mobile banking app.

Download mobile banking app (must be already signed up for internet banking)

Terms and conditions: Downloading and use of the NZCU Baywide Mobile Banking app is also subject to the Accessmobile terms and conditions.

 

 


 

How to get in touch

We're here to help and we understand that the next month may be scary for some. Our team are dedicated to ensuring that you are able to stay on top of your finances and help answer any questions you may have. 

Please be patient as Contact Centre wait times may be longer than usual. To free up the phone lines, we urge you to complete an online form and we'll get in touch as soon as possible.

 


 

COVID-19 financial support

If you have been affected by COVID-19 and require financial assistance please complete the online request form here. We will then contact you to discuss your options. Due to level of hardship applications we are receiving, we ask that you please refrain from calling the contact centre about this particular service and instead send your enquiries through our website - we will review your details as soon as possible and get back to you via phone or email to discuss your options.

If you have concerns about your financial situation or are soon be struggling with your Home Loan or Personal Loan repayments please get in touch sooner rather than later. Due to the unprecedented demand we're experiencing for financial relief, it may take multiple (working) days for our team to process your application.

Loan repayment holiday application form 

 


 

Loan repayment holidays

There has been a lot of media coverage of banks providing mortgage repayment holidays to assist customers financially over this time. We wanted to offer a bit of clarity around what this actually means and while we absolutely want to support you financially and we understand that everyone is just looking to recover in the short term - we want to ensure you’re aware of the implications of taking a repayment holiday.
 
Q: What is a loan repayment holiday?
A: Although it's often referred to as a ‘loan holiday’ or ‘repayment holiday’ the more accurate term is actually a ‘deferred payment plan’. 

To be clear, a deferred payment plan only stops the need for you to make repayments for an agreed time. Your outstanding loan balance will continue accruing interest over this time, which will be added to your loan.
 
Please consider a deferred payment plan [loan repayment holiday] carefully. In the long run it can increase the total amount you need to repay and your monthly repayments in the future may be higher.


Keeping yourself safe online 

Cybercriminals will do all they can to take advantage of peoples’ anxiety or stress, those that are vulnerable are at high risk of being severely affected. Online hysteria, with the fear of panic buying, products being out of stock and ‘fake news’ popping up all over social media can lead to a huge opportunity for hackers to prey on and deceive people while they are in vulnerable positions, mentally and physically.

Please read through the information here on how to identify these scams and how to protect yourself.


Other helpful information

Please look after yourselves during these tough times. Utilise the free government services that are supplied to the public and make sure you take care of yourself and those who are around you. Use the resources listed below to keep up to date and safe during the Covid-19 pandemic.


FAQs

Q: Why are only some branches opening?
A: Similar to Banks, we are keeping a selection of Branches open for one day a week for a short opening period. Like many other families across New Zealand, our teams are having to balance the challenges of childcare and mitigating risks for those with compromised health.

Our Branch staff are committed to providing essential banking services as are our staff in Contact centres and other parts of Credit Union Baywide. We are doing everything we can to ensure our staff working in branches and admin centres are healthy and safe and maintain social distancing.

Q: Why can you open/function at all during the lockdown?
A: Banks and financial service providers are classed by the Government as “essential” services. With very tight safety precautions in place, we are able to support our members with their banking needs.