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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
Online Banking

Register for online banking

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

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.
Financial Hardship

Managing cash flow during COVID-19

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.  

 

Find out more

Frequently asked questions

  • I applied for the Payment Deferral Program. What were the terms and conditions?

    You can view the terms and conditions here.

  • I’m currently on the Payment Deferral Program and would like to know what my repayments will be after the program ends

    You can view the Home Loan repayment calculator here

    You can view the Credit Card repayment calculator here

  • Can I claim on my Credit Card Insurance?

    If you have been paying for Credit Card Insurance, you may be eligible to make a claim, which you can lodge online. Your credit card statement will indicate any current credit card insurance policies you hold. Any credit card insurance policy wouldn't preclude you from applying for payment deferrals or financial hardship assistance if you require it. More information is available within our FAQs.

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:

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.

Contacting us:

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:

  • Call Citiphone on 13 24 84
  • Send us a secure message from within Citibank Online in Services > My Profile > My Messages > Inbox > Compose Mail, and we will respond within 48 hours, or
  • View all other contact options 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.