The Code of Operation (Code) is an industry code published by Services Australia. The aim of the Code is to facilitate customers’ access to sufficient income from their eligible Services Australia income support or the Department of Veterans’ Affairs payments for basic food and accommodation when recovering a debt.
The Code applies to participating Authorised Deposit-taking Institutions recovering a debt that arises when an account in receipt of an eligible Services Australia or Department of Veterans’ Affairs payment becomes overdrawn and there is no existing repayment arrangement.
As a party to the Code, NAB recognises that you are entitled to access at least 90% of your eligible payment in any fortnightly period. By letting us know, or if we identify your overdrawn account receives an eligible payment, we can make sure that you are able to access up to 90% of it.
The Code sets out a best practice agreement between the following parties:
- Services Australia
- The Department of Veterans’ Affairs (DVA)
- Australian Banking Association (ABA) for member banks
- Australian Finance Industry Association (AFIA)
- Customer Owned Banking Association (COBA) for member credit unions, mutual building societies and mutual banks that are signatories to the Customer Owned Banking Code of Practice
The Code was previously reviewed and endorsed in March 2015. Parties to the Code adopted the new version which supersedes all previous versions and applies from October 2021.
How to contact us
To get help with accessing your eligible income support payment, please contact us on 1300 308 175 for assistance or visit a NAB branch.
View or download a copy of the Code of Operation which also includes a list of the eligible Services Australia income support or DVA payments on Services Australia, opens in new window.
If you believe we haven’t acted in accordance with the Code please contact NAB Resolve. If you’re not satisfied with our response you can make a complaint to Australian Financial Complaints Authority (AFCA). Keep in mind there might be a time limit for contacting them, so it’s best to get in touch with them quickly or check their website for more information.
You can contact AFCA:
- On their website, opens in new window
- By email: firstname.lastname@example.org
- By phone: 1800 931 678 (free call)
- In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001.
- You can lodge a complaint for independent review with Australian Financial Complaints Authority, opens in new window.
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