COVID-19 Update - Citi Australia - Citibank
Covid-2019 Update

Supporting you with your banking needs during COVID-19.

As the COVID-19 situation evolves, we are continuing to support our clients, our staff and their families. This page will be kept up to date with information to help you to manage your finances during this uncertain time.

Bank Smart Online

Many of your day-to-day banking and account management needs can be conducted online anytime through Citibank Online or on the Citi Mobile® App, such as:

Lock and unlock your credit card
Make payments and transfers
Quick Account Updates
Manage your credit cards
Activate your card
Secure your transactions

Lock and unlock your credit card

Make payments and transfers

Quick account updates

Manage your credit cards

Activate your card

Secure your transactions

Register for online banking

If you have not already registered for online banking, you can get set up quickly by following the links below:

Online Banking

Stay safe in-store

We have temporarily increased the contactless (tap-and-go) payment limit on all Citi Mastercard debit and credit cards from $100 to $200, to reduce the need for you to come into contact with terminals to enter your PIN. The limit on Citi Visa credit cards remains at $100. However, don't forget that you can pay any amount with Samsung Pay or Apple Pay without entering a PIN. Samsung Pay and Apple Pay transactions are authorised from your mobile phone or wearable device through passcode, fingerprint or Face ID. Please note though, that some older terminals may not support this technology and may still require a PIN. So keep your hand sanitiser with you when you’re out and about!

 

Stay safe online

While we are continuing to monitor your accounts 24/7 for fraudulent activity, we do encourage you to remain vigilant and watch out for scams related to COVID-19. Here are some quick tips to help you stay safe and secure: 

  • Log in to the Citi Mobile® App to quickly report your credit card as lost or stolen.
  • Be wary of unsolicited phone calls from people claiming to be from a government agency, such as Medicare, purporting to be collecting personal details in order to arrange payment or rebate for you. Never disclose personal information to an unknown caller. 
  • No reputable company or government department will ever ask you to provide your credit card information (PIN, expiry date etc), online or mobile banking credentials (username and password) over the phone. 
  • If you receive a suspicious SMS, email or phone call, do not provide any personal details or click on any links. You can check scamwatch.gov.au for known scams, or you can report one yourself at cyber.gov.au.

Payment deferral and other flexible cash flow options

We understand that, as a result of COVID-19, some customers may be looking for some more flexibility in their repayment options to create some breathing room. We are here to support you during this time with a range of ways to help, including the option to defer your repayments for three months on your Credit Card, Ready Credit, Personal Loan and/or Home Loan account(s). We will also be here to support you as you transition back to regular repayments. 

 

Find out more

Financial Hardship

Frequently asked questions

  • I have more than one unsecured credit product (Credit Cards, Personal Loans and Ready Credit accounts) with Citi. Can I request the payment deferral program to apply to one but not the others?

    No. If you apply for the payment deferral program for unsecured products, you will not be required to pay any amounts (including for any Instalment Plans or Fixed Payment Options (FPOs)) for any unsecured credit products (including Credit Cards, Personal Loans and Ready Credit accounts) that you hold with Citi.

    You may, however, make repayments on any of your accounts during your deferral period without impacting your deferral program. In fact, if you can, we encourage you to do so, as it will reduce the interest we will charge on your account.

  • I have more than one secured credit product (Home Loan) with Citi. Can I request the payment deferral program to apply to one but not the others?

    Yes. When you apply for the payment deferral program, we will ask you to provide the last four digits of every home loan account for which you would like the payment deferral program to apply. If you decide you would like to defer payments on additional products at a later date, you can complete the application form again, identifying only the additional product(s).

  • I have already applied for the payment deferral program for my unsecured credit product (Credit Cards, Personal Loans and Ready Credit accounts),  but now I would like to apply for my Home Loan(s) as well. Can I submit the same form again?

    Yes. If you decide you would like to defer payments on your Citi Home Loan(s) at a later date, you can complete the application form again, identifying only the Home Loans(s) for which you would now like to now defer payments.

  • I have already applied for the payment deferral program for my Home Loan(s), but now I would like to apply for my unsecured credit product(s) (Credit Cards, Personal Loans and Ready Credit accounts) and/or additional Home Loan account(s) as well. Can I submit the same form again?

    Yes. If you decide you would like to defer payments on another Citi Home Loan that you didn't initially apply for payment deferrals in relation to, or on your unsecured credit product(s) (Credit Cards, Personal Loans and Ready Credit accounts), you can complete the application form again, identifying only the additional account(s) for which you would now like to defer payments. 

  • Is the Citibank Dining Program complimentary bottle of wine offer still available?

    No. While the complimentary bottle of wine offer is currently paused, we are continuing to update the Citibank Dining Program website with a list of partner restaurants that are still open and offering delicious delivery or takeaway options. Click here to view the current list. As restrictions ease we will keep you updated on what restaurants start to reopen for dining in and offer the free bottle of wine to Citi customers. 

Support for the local community

Citi and the Citi Foundation has committed over US$65 million to support global COVID-19 relief efforts.

Locally, we are donating A$230,000 to the Brotherhood of St. Laurence, a social justice organisation that works across Australia to prevent and alleviate poverty. The money will be used to help vulnerable young people directly impacted by the early economic fallout of the pandemic access the necessities such as supermarket vouchers, data for internet or phone use, and access to online mental and physical health programs.

We have also donated NZ$40,000 to support communities in New Zealand.

Globally, the Citi Foundation has committed US$5 million to support the United Nations Foundation COVID-19 Solidarity Response Fund. This will go towards providing protective equipment to frontline healthcare workers, equipping diagnostic laboratories and maintaining intensive care units.

Learn more about how we are supporting the community during the COVID-19 situation.

Support for
our
products

Citigold support:

If you have a relationship manager, they will still be contactable by phone or email, but may be working flexibly during this time. If you are experiencing delays in reaching them, please be patient and they will get in touch as soon as they can.

Travel help:

Our travel team is currently experiencing high call volumes and longer than usual wait times.*

For Citi Prestige Concierge, please contact: + 61 2 9025 2869.
For all other concierge related enquiries, please contact: + 61 2 9025 2870.

Insurance claims:

For Citi Credit Card Complimentary Insurance claims, you can lodge your claim online. More information is available within our FAQs.

*For existing travel bookings, if your travel is not within the next three weeks, please wait before contacting us so we can help those with more imminent travel. 

Contacting us:

With various government quarantine measures still in place across the globe, our customer services centres remain impacted. However, we are pleased to share with you that the safety and wellbeing of our Customer Service Centre staff has been assured, and we are here to help.

To contact us:

Remember, you can take care of many of your banking needs through the Citi Mobile App, including:

  • Instantly locking and unlocking your card,
  • Reporting your card as lost or stolen and requesting a replacement card, and
  • Activating your card and resetting your ATM PIN.

 

And you can learn how to dispute a transaction here.

Check out our mobile and online banking how-to demo videos here.

 

Sources of information:

 

For the latest health advice, get the latest report from the Australian Government Department of Health website.


To find out what government support may be available to you, consult the Australian Government Treasury website.

 

Support services:

Organisations available to help you through difficult times.

Lifeline

Lifeline provides Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services.  Call Lifeline at any time on 13 11 14.

R U OK?

RUOK is a not-for-profit organisation helping inspire everyone to have regular, meaningful conversations to help anyone who might be struggling with life’s ups and downs.

National Debt Helpline

Financial counselling is a free, confidential service to assist people in financial difficulty. The National Debt Helpline website also has easy to follow, step-by-step guides for tackling debt problems.