Important Notice to Commonwealth Bank Customers

Important Notice to Commonwealth Bank Customers Change to NetBank Terms and Conditions From 9 October 2009, the terms and conditions of NetBank in the following brochures will change as shown below: Business Cheque and Savings General Information and Terms and Conditions brochure, dated 30 March 2009, ( the business accounts brochure ), page 39. Transaction, Savings and Investment s General Information and Terms and Conditions brochure, dated 30 March 2009, ( the personal accounts brochure ) page 43. Electronic Banking General Information and Terms and Conditions brochure, dated 2 March 2009 ( the electronic banking brochure ), page 22. 1. At the heading Daily limits for transfers through e-banking on page 43 of the personal accounts brochure and page 22 of the electronic banking brochure and at the heading Daily Limits for Electronic Banking on page 39 of the business accounts brochure, amend the 4th bullet point to read as follows: $1,000 ($2,000 if you register from 10 October 2009) when transferring to a non-linked account (for example, another person s account or an account at another financial institution). Change to Statement Frequency From 30 October 2009, the statement frequency (standard cycle) for Streamline s shown in the following brochure will change as shown below: Transaction, Savings and Investment s General Information and Terms and Conditions brochure, dated 30 March 2009, pages 8 and 26. 1. In the table headed Features summary (cont.) on page 8, amend the row for Receive regular statements for Streamline to read Half Yearly 1. 2. In the table headed When we will send you an account statement on page 26, amend the Frequency of statement (standard cycle) for Streamline to read Every 6 months. Commonwealth Bank of Australia 48 123 123 124 AFSL 234945. ADV12297 090909 (004-239)

Transaction, Savings and Investment s. General Information and Terms and Conditions Dated 30 March 2009 These products are issued by the Commonwealth Bank of Australia ABN 48 123 123 124 AFSL 234945 This brochure contains the Terms and Conditions for the following accounts: Debit MasterCard Transaction (Smart Access and Complete Access) Streamline Pensioner Security AwardSaver Youthsaver NetBank Saver Cash Investment Savings Investment (existing account holders only no longer available for sale) Cash Management Call (existing account holders only no longer available for sale) If you have any questions on the terms and conditions or fees and charges, ask our staff or call us on 13 2221.

Contents 1 About these Terms and Conditions 2 Section 1: Choosing the right account 2 Which account suits your needs? 5 What are the risks? 6 Features summary 10 Section 2: Opening and operating your Transaction, Savings and Investment accounts 11 Code of Banking Practice 12 How to open an account 18 Making deposits 19 Financial Claims Scheme and Australian Government Guarantee Scheme for Large Deposits and Wholesale Funding 20 Making withdrawals, purchases and payments 24 What interest can you earn? 26 Your account statement 27 Changes to your Terms and Conditions 28 Customer information and privacy 30 What if you have a complaint? 32 Section 3: Card and electronic access to your account 33 Part A: Overview of e-banking 37 Part B: Special conditions relating to Debit MasterCard (for Smart Access and Complete Access accounts only) 40 Part C: Special conditions relating to Internet Banking and Phone Banking 49 Part D: General conditions 60 Section 4: Fees and charges 62 Quick reference to fees and charges 66 Electronic withdrawal fees 66 Assisted withdrawal fees 67 Access fees 68 Overdrawing Approval Fee 69 Fees for common banking services 71 NetBank Service Fees 73 Government charges 74 Exemptions from fees 78 Withdrawals that do not attract any fees 78 Relationship Balance 80 Meanings of words 83 Where to get help The MasterCard brand mark is a registered trademark of MasterCard International Incorporated.

About these Terms and Conditions This brochure contains information to help you make an informed decision about the banking product(s) that best suit your needs, and to help you compare them with others you may be considering. Section 1 This section provides general information on transaction, savings and investment accounts and their features and benefi ts. You should read this section to fi nd out which account is right for you. Section 2 This section sets out Terms and Conditions applicable to all accounts in this brochure. Section 3 This section sets out Terms and Conditions applicable to card and electronic access to all accounts in this brochure. Section 4 This section tells you about the fees and charges that may apply to your account. Contractual relationship Sections 2 and 3 of this brochure form the Terms and Conditions of the contract between you and us if you decide to open an account. There are also Terms and Conditions that may apply by operation of law. Please read this brochure before opening an account. You will then know what to expect from us and what we expect from you. You can ask us questions about any of the Terms and Conditions which you do not understand and so avoid misunderstandings. If you open an account, then you should keep this brochure and all other documentation for future reference. Defi nitions of important words and terms can be found on pages 80 to 82, together with a list of useful contact numbers (on pages 83 and 84) if you need help with your banking. 1

Section 1: Choosing the right account Which account suits your needs? The Bank has a range of personal transaction, savings and investment accounts to suit your requirements. Each account provides a wide range of features and benefi ts. Transaction, savings and investment accounts include: Debit MasterCard Transaction (Smart Access and Complete Access) Streamline Pensioner Security AwardSaver Youthsaver NetBank Saver Cash Investment Features and benefits Read this section to compare the features and benefi ts offered by each type of account. These accounts are for personal use only. Transaction accounts Debit MasterCard Transaction An everyday all-in-one bank account that allows you to access your own funds with a Debit MasterCard. By using your Debit MasterCard, you can use your own money to purchase or pay for goods and services over the phone or Internet. The account offers you fl exibility, choice, access to Australia s largest banking network and MasterCard acceptance worldwide. For a low fl at monthly fee you can choose from: Smart Access: unlimited Commonwealth Bank electronic transactions. 1,2 Complete Access: unlimited Commonwealth Bank transactions. 1 (Smart Access and Complete Access are options of the Debit MasterCard Transaction.) A Debit MasterCard contains new secure microchip technology which enhances the security of the card by making it more diffi cult to fraudulently copy the details of your card. The chip does not hold any personal information, just the advanced security software that protects you from fraudulent transactions. The Debit MasterCard also has a magnetic stripe to ensure that you can still transact anywhere you go. Transaction accounts Debit MasterCard Transaction (cont.) Streamline Another great feature of a Debit MasterCard is PayPass which allows you to make payments by simply tapping your card against a PayPass reader for purchases of $35.00 or less. Once the transaction is confi rmed, you re done. There is no need to sign or enter a PIN. Certain customers can be exempt from fees on these accounts. (Refer to the Exemptions from fees table on pages 74 to 77 for details.) Buying goods, paying bills and managing your fi nances is easy with these accounts using EFTPOS, Telephone Banking, NetBank, direct debit, BPAY and MasterCard acceptance worldwide. You can also have your pay and other income credited to your account and there is an optional cheque book offered. For customers aged 18 years or over. For customers who maintain an Australian residential address. An overdraft facility is available to approved applicants. Minimum opening balance: No minimum. An everyday all-in-one bank account (including a Keycard) that offers you fl exibility, choice and access to Australia s largest banking network. For a low fl at monthly fee you can choose from: Streamline e-access: unlimited Commonwealth Bank electronic transactions. 1,2 Streamline Unlimited: unlimited Commonwealth Bank transactions. 1 Certain customers can be exempt from fees on this account. (Refer to the Exemptions from fees table on pages 74 to 77 for details). Buying goods, paying bills and managing your fi nances is easy with the Streamline, using EFTPOS, Telephone Banking, NetBank and direct debit or BPAY. You can also have your pay and other income credited to your account, and if you are 18 years or over there is an optional cheque book offered. An overdraft facility is available to approved applicants aged 18 years or over. Minimum opening balance: No minimum. 1 Excludes all ATMs overseas, EFTPOS and Debit MasterCard transactions overseas or involving currency conversion, transfer group payments to third parties, International Money Transfers and separate services such as bank cheques, periodic payments and transfers/deposits to other banks. 2 Smart Access and Streamline e-access also exclude assisted withdrawals and cheques written. 2 Registered to BPAY Pty Ltd ABN 69 079 137 518. 3

Section 1: Choosing the right account Transaction accounts Pensioner Security Savings accounts AwardSaver Youthsaver An all-in-one transaction account that lets you earn attractive interest with at-call access. Designed for independent retirees aged 55 and over or recipients of an eligible pension or allowance. (See page 81 for eligibility requirements.) You receive the Keycard/Cheque option when you open a Pensioner Security. Minimum opening balance: $2,000. A savings account that lets you grow your savings faster, with bonus interest when you make at least one deposit and no withdrawals during a calendar month. Use your Keycard to access your money via ATMs (24 hours a day, 7 days a week) and EFTPOS (where available). For customers aged 18 years or over. Minimum opening balance: $1 if a regular electronic deposit is arranged (such as your salary or other income being directly credited to your account), otherwise $100. A dedicated savings account for customers under the age of 18 who want an account with no account keeping or withdrawal fees (access fees and NetBank service fees may apply) refer to page 63 (for Youthsaver) for details on fees. Youthsaver rewards saving through bonus interest if you make at least one deposit and no withdrawals in a calendar month. It has no minimum withdrawal or deposit amount. Funds are available at call. Convenient access (parent/guardian s consent required for customers under the age of 16) to funds through ATMs, Telephone Banking or NetBank. Minimum opening balance: No minimum. Savings accounts NetBank Saver Park or invest your money Cash Investment What are the risks? All fi nancial investments involve a certain amount of risk. The products offered in this brochure are all low risk investments. You should also be aware of other risks such as the possibility of unauthorised transactions on your account. Please refer to page 55 for details. In addition, there is a risk that you may not be able to access your account information or make transactions through a service which is reliant on computer and/or telecommunications systems. The Bank is dependent on the reliability of its own operational processes and those of its technology and telecommunications partners in respect of computers, computer networks and telecommunications. Disruptions to these processes may result in banking services being unavailable from time to time. An online savings account with a competitive rate, no bank fees and instant access to your savings. You must have a Smart Access, Complete Access or Streamline to enable transfers in and out of your NetBank Saver. An account for people who want to earn competitive interest and who want at-call access to their cash without needing full transactional functionality. This account also offers an optional cheque book. Minimum opening balance: $10,000. Cheques deposited to your account will generally take 3 working days to clear and funds should not be relied upon until such time as they are cleared. Cheque books should be kept in a safe place to ensure that unauthorised drawings do not occur. If you instruct us to accept facsimile signatures to authorise debits from your account, you will need to provide a separate authority and indemnity. Unless you have provided a separate authority and indemnity, we will not accept facsimile signatures as authority to debit your account. If you do authorise us to accept facsimile signatures, you accept the risk of any unauthorised transactions on your account initiated by facsimile signatures. 4 5

Features summary TRANSACT SAVE PARK/INVEST Features (also refer to the fees and charges summary table on pages 62 to 65) Smart Access and Complete Access Streamline Pensioner Security Passbook 7 Option Keycard/ Cheque Option AwardSaver Youthsaver NetBank Saver Cash Investment Secure chip technology and PayPass Pay for purchases by mail order, telephone or online using Debit MasterCard Pay for purchases overseas using Debit MasterCard ATM access Australia/New Zealand/Indonesia/ Vietnam and worldwide (where you see MasterCard) ATM access Australia/New Zealand/Indonesia/ Vietnam and worldwide (where you see Maestro/ Cirrus or Visa Plus) Access funds using your linked Commonwealth Bank credit card 3 4 Transact at Commonwealth Bank branches 2 3 Keycard (debit card) access, with choice of Personal Identifi cation Number (PIN) Passbook account 7 Cheque book option available Pay most bills over the phone, or via NetBank using BPAY Receive some bills electronically via BPAY View, then view and pay those bills using NetBank Pay for purchases (and withdraw cash at retailer s discretion) using EFTPOS terminals 18 years and over 3 18 years and over (excludes NetBank) NetBank only 3 3 18 years and over Internet Banking through NetBank 3,5 Table continued overleaf. Footnotes are listed at the end of the table. 6 7

Features summary (cont.) TRANSACT SAVE PARK/INVEST Features (also refer to the fees and charges summary table on pages 62 to 65) Smart Access and Complete Access Streamline Pensioner Security Passbook 7 Option Keycard/ Cheque Option AwardSaver Youthsaver NetBank Saver Cash Investment Telephone Banking 3 Transfer funds automatically via authorised direct debit and/or direct credit 3 Direct credit only Make periodic payments 3 May qualify for bonus interest Receive regular statements Quarterly Quarterly 1 Quarterly Half-yearly Half-yearly Half-yearly Quarterly Funds available at call Fee exemptions may apply N/A Deposit at school via Student Banking facilities Participating schools 6 Minimum opening balance No minimum No minimum $2,000 $1 if regular electronic deposit established (such as direct credit of your salary), otherwise $100 No minimum No minimum $10,000 1 Half-yearly if under 18. 2 Passbook transactions are not available at some branches opened after 1 August 2008. Please call 13 2221 to 5 Enquiry only access to NetBank to view accounts and check balances online available for customers under 16 years check availability. of age with parent/guardian consent. 3 If 16 years or over, or under 16 with parent/guardian consent. Parents/guardians can transact if their Commonwealth 6 Schools participating in Student Banking receive a commission payment of $5 for every Youthsaver opened Bank account(s) is linked to their child s Youthsaver. through them, and may receive commission for processing deposits. 4 For parents/guardians if their Commonwealth Bank account(s) or Commonwealth Bank credit card is linked to their 7 Existing account holders only no longer available for sale. 8 child s Youthsaver. Registered to BPAY Pty Ltd ABN 69 079 137 518. 9

Section 2: Opening and operating your Transaction, Savings and Investment accounts This section, in conjunction with Section 3 of this brochure, forms the Terms and Conditions of the contract between you and us if you decide to open an account. These Terms and Conditions become binding from the time you open an account. From that time, we and you undertake to keep to the Terms and Conditions. How to open an account Making deposits Financial Claims Scheme and Australian Government Guarantee Scheme for Large Deposits and Wholesale Funding Making withdrawals, purchases and payments What interest can you earn? Your account statement Changes to your Terms and Conditions Customer information and privacy What if you have a complaint? You can open your account in a variety of ways. This section tells you about things you need to consider when opening your account. Ways to make a deposit into your account, transfer funds and alter or stop regular payments. Page 12 Page 18 Information about these Schemes. Page 19 This section tells you about how to make withdrawals, purchases and payments, and how to transfer funds, establish overdraft facilities and cancel or alter a direct debit authority or periodical payment. Find out what interest your account can earn and when we pay interest. Information on when we send you an account statement and how to fi nd out the balance of your account. We tell you about how and when we keep you informed of changes in your Terms and Conditions. How we safeguard your privacy and why the Bank collects or may disclose customer information. Page 20 Page 24 Page 26 Page 27 Page 28 How we handle complaints and disputes. Page 30 For the meanings of key words included in this section, refer to the Meanings of words on pages 80 to 82. Code of Banking Practice We observe the provisions of the Code of Banking Practice. The Code is applicable to Sections 2 and 3 of this brochure. Relevant provisions of the Code apply to the accounts in this brochure if they are held by individuals or by small business customers. The Code is a voluntary code of conduct which sets standards of good banking practice for us to follow when dealing with you. We have prepared an information booklet, The Better Banking Book, which contains useful information on a range of banking matters including: the rights and obligations that arise out of the banker and customer relationship; account opening procedures; our obligations regarding confi dentiality of your information; our complaint handling procedures; bank cheques; the importance of you informing us promptly when you are in fi nancial diffi culty; the importance to you of reading the Terms and Conditions applying to any banking service provided to you or in which you are interested; and how to use a cheque account. Any of the Terms and Conditions in Sections 2 and 3 which cancel, limit or modify our liability to you, do so only to the maximum extent permissible by law. These Terms and Conditions do not exclude or modify those of your rights which cannot be excluded or modifi ed under legislation applying to your account. Where to obtain a copy of The Better Banking Book Any branch of the Commonwealth Bank Call 13 2221 (24 hours a day, 7 days a week) Ask your relationship manager Code of Banking Practice Any branch of the Commonwealth Bank Call 13 2221 (24 hours a day, 7 days a week) Ask your relationship manager Visit our web site commbank.com.au 10 11

Section 2: Opening and operating your Transaction, Savings and Investment accounts How to open an account You can open an account in a variety of ways which are summarised in the table below. There are some specifi c conditions for opening particular types of accounts set out below the table. 1 Type of account TRANSACT SAVE Bank branch Call 13 2221 2 Participating schools Mortgage brokers Online 3 Minimum opening balance Smart Access and Complete No minimum Access 4 Streamline 5 No minimum Pensioner Security Keycard/Cheque option $2,000 AwardSaver 6 $1 if regular electronic deposit established, otherwise $100 Youthsaver 7 No minimum NetBank Saver 8 No minimum We must verify your identity At the time of opening an account, we are required to verify the identity of each signatory by relying on independent documents or data. If you are a new customer of the Commonwealth Bank or have not previously been adequately identifi ed by us, you will be required to provide the following identity documentation: one Primary Photographic Identifi cation Document; or two Primary Non-Photographic Identifi cation Documents; or one Primary Non-Photographic and one Secondary Identifi cation Document. Examples of these may include: Primary Photographic Identifi cation Documents (must contain your photograph) Passport; Australian driver s licence; proof of age card issued in Australia. Primary Non-Photographic Identifi cation Documents birth certifi cate; citizenship certifi cate; pension card issued by Centrelink that entitles fi nancial benefi ts. PARK/ INVEST Cash Investment $10,000 1 We reserve the right to refuse any application to open an account. We must verify your identity. 7 Youthsaver You must be under 18 years of age to open and conduct a Youthsaver. If you are under 16 years 2 You must be 16 years of age or older to open a Streamline over the phone. of age, a parent/guardian or other adult must sign the application form to open the account and provide appropriate 3 For Pensioner Security, AwardSaver and Cash Investment s, you must be 18 years or over to open an identifi cation for themselves and for you. Withdrawals are not allowed until acceptable identifi cation is provided. account online. Youthsaver s cannot be opened in joint names or as a trustee of a private trust. The accounts cannot be used 4 You must be 18 years of age or older and an Australian permanent resident to open a Smart Access or Complete for business purposes, or for the private or domestic use of a parent or guardian. Before you turn 18, we will contact Access account. you to transfer your Youthsaver account to one of our other savings or transaction accounts. You may obtain a 5 If you are under 16 years of age, a parent/guardian or other adult must give written consent for you to open the Youthsaver application form by calling us on 13 2221, or from a school participating in Student Banking. account and to acknowledge that you have full authority to operate the account and any Youthsaver (s) in 8 NetBank Saver You must have and keep open a Smart Access or Complete Access or a Streamline in your name, whether existing or opened in the future. Identifi cation must be provided for the parent/guardian or other your name with access to NetBank or Telephone Banking whilst your NetBank Saver remains open. If you adult and the child at the time of account opening. open a NetBank Saver in a single name, your Smart Access, Complete Access or Streamline may 6 AwardSaver If you establish an automatic electronic regular savings plan (for example by arranging a Direct Debit be in a single or joint name (provided your name appears as one of the Smart Access, Complete Access or Streamline request to deposit funds to the account) or arrange for your salary or other income to be paid directly to your account, holders). If you open a NetBank Saver in joint names, your Smart Access, Complete Access or 12 an opening deposit of only $1 is required. Otherwise, the minimum opening deposit is $100. Streamline must also be in the same joint names. 13

Section 2: Opening and operating your Transaction, Savings and Investment accounts Secondary Identifi cation Documents (must show your name and residential address) foreign driver s licence; a recent notice issued by the Australian Taxation Offi ce; an electricity, gas or council rates notice showing details of any service provided to you; if you are under 18, a notice issued by your school principal within the preceding 3 months which records the period of time you attended your school. 1 Foreign language documents If any document is written in a language other than English, we will require an English translation, verifi ed by a translator acceptable to the Bank. Exceptional cases In exceptional cases where a person is unable to meet our requirements, we may, at our discretion, accept other forms of identifi cation. In such cases, we will provide you with details of our requirements. If you are unsure as to identity documents we require, please call us on 13 2221. What if you do not verify your identity? If all signatories to an account have not had their identity adequately verifi ed by us, we will place a stop on the account. In some cases we may close the account or withhold funds in accordance with the law. Why your signature is important We generally require that you instruct us in person in relation to products and services and we generally rely on your signature, PIN or password to verify your instructions. Where available, we are also able to accept instructions by other means for example, Braille and various foreign languages. If you would prefer to instruct us in any of these ways, please make your request known to a member of our staff. Change of personal details We rely on accurate information about your personal details. You must notify us promptly if you change these details, e.g. your address, your name or your email address. Your Tax File Number You are not required to provide us with your Tax File Number (TFN) in relation to an account. However, we are obliged by law to deduct tax from interest earned where a TFN or TFN exemption has not been quoted on an account, and where interest is credited to an account of a non-resident. Tax and Social Security implications You may have to pay income tax on any interest you earn on your account. Depending on your personal circumstances, interest you receive may also affect your social security entitlements. You should discuss any taxation or social security issues with an independent taxation or fi nancial adviser. Trust accounts We may allow you to open an account (other than a Youthsaver ) for use when you act as trustee of a private trust. Unless the account is designated as a trust account, when you open an account in your name(s), you confi rm that the funds deposited are not in any way subject to a trust of any kind or lodged in a trustee capacity. For NetBank Saver only NetBank Saver accounts opened in trust must be in the same name as the linked Smart Access, Complete Access or Streamline which must also be held in trust (trustee and benefi ciary the same on both accounts). Opening a joint account The accounts in this brochure (other than Youthsaver) can be held in your name alone or jointly with someone else. An account conducted in more than one name is called a joint account. This is often an effi cient and convenient way to organise the banking for more than one person. Before you open an account with another person, such as your spouse or another member of your family or your partner, you should be aware of the legal implications. The Better Banking Book contains other important information on managing joint accounts. When there is more than one party to an account, the application of age-based fee exemptions (refer to pages 74 to 77 for details) will be based on the age of the oldest account holder. For NetBank Saver only Maximum of two joint account holders. Operating a joint account If you have a joint account with another person or persons, it may be operated in different ways to suit your requirements. Unless otherwise agreed with us when the account is opened: each of you may operate the account independently of each other, including agreeing with us to vary the account Terms and Conditions or the type of account to another referred to in these Terms and Conditions; we may accept for the credit of the account any cheque or negotiable instrument payable to any one or more of you (other than NetBank Saver ); if one of you dies, the account is closed and we pay the balance in the account to the survivor(s); we may accept the authority of any one of you to send account statements electronically, by us making them available on our NetBank service and sending an email notifi cation (instead of sending them by mail). Each of you may instruct us not to send statements electronically; and each of you may change your mailing address or email address. 1 If a person under 18 years of age does not attend school or if a letter from the school principal cannot be made available in a timely manner, we may consider alternative forms of identity documentation such as a Medicare Card, 14 Health Card or similar document which notes the person s name. 15

Section 2: Opening and operating your Transaction, Savings and Investment accounts We are not obliged to enquire into the circumstances of any instructions you give in relation to the operation of your joint account and we are not liable for any loss or damage you or anyone else suffers due to us acting on those instructions in good faith, unless it is proved we were negligent. If you have a joint account with electronic access, the account method of operation must be each of you may operate the account independently of the other (as set out above). If you have a joint Smart Access or Complete Access account with another person or persons, the account method of operation must be each of you may operate the account independently of the other (as set out above). When we can close an account We may close your account if it has a credit balance by giving notice which is reasonable in all the circumstances. We may close your account without notice if your account: has a nil balance; or is overdrawn and has not been operated by you for a period of 3 months or more. We may also close your account without notice if your account has a balance of less than $10.00 and has not been operated by you for a period of 12 months or more. We will transfer the balance to another active deposit account in your name or pay you the balance by bank cheque drawn in your favour. Please also refer to Section 2 We must verify your identity and note that we may, in accordance with the law, close your account if you have not provided adequate identifi cation. If you do not make a deposit or withdrawal on the account for 7 years, the Bank closes the account without notice to you and transfers the credit balance to an unclaimed moneys fund where it will not earn interest (balances over a prescribed amount go to the Government s unclaimed moneys fund). You may apply for return of the transferred balance at any time. For Smart Access or Complete Access accounts only If the account is closed, your Debit MasterCard(s) will automatically be cancelled. For Pensioner Security accounts only We may close the account if you cease to receive an eligible pension or allowance. For Youthsaver accounts only If your account is being used for purposes other than for the private and domestic use of the child, we may close the account or refuse to accept further deposits. For NetBank Saver accounts only Your NetBank Saver must be closed before you can close your Smart Access, Complete Access or Streamline. The Bank will transfer the credit balance of your closed account to your nominated Smart Access, Complete Access or Streamline. If your NetBank Saver balance remains at zero for 3 consecutive months, the account will automatically close. Breach of law If it appears to us that you may: (a) be a proscribed person or entity under the Charter of the United Nations Act 1945 (Cth); (b) be in breach of the laws of any jurisdiction relating to money laundering or counter-terrorism; (c) appear in a list of persons with whom dealings are proscribed by the government or a regulatory authority of any jurisdiction; or (d) act on behalf, or for the benefi t of, a person listed in subclauses (a) to (c); we may immediately: (e) refuse to process any transaction of yours; (f) suspend the provision of a product or service to you; (g) freeze your account; or (h) close your account. We will be under no liability to you if we do any or all of these things. Our rights under this clause are in addition to all other rights we may have. Cheque facility If you are 18 years of age or over, you may apply to the Bank for a cheque book to operate your Smart Access or Complete Access account, Streamline, Cash Management Call, Cash Investment or Pensioner Security (Keycard/Cheque option). You must only use the cheques supplied by the Bank. Stamp duty (where applicable) is charged to your account when a cheque book is issued. The Bank may at any time withdraw your cheque facility in the event of any improper conduct of the account. The Bank may at its discretion require new and existing account holders to lodge a minimum opening balance or have a minimum balance before the cheque facility is provided. If you have an overdraft facility and try to make any withdrawal transaction which would cause the agreed overdraft limit to be exceeded, or you have no overdraft facility and try to make any withdrawal transaction which would cause the balance of the account to be overdrawn, we are not required to honour any cheque or allow any other withdrawal transaction which would cause you to overdraw your account as described above (refer to pages 22 and 23 Debit balances in your account for details). You must always ensure that you draw a cheque in a way that does not facilitate fraud. The Better Banking Book contains other important information on managing cheques. 16 17

Section 2: Opening and operating your Transaction, Savings and Investment accounts Making deposits Ways to make a deposit You can deposit funds: through the Bank s ATMs in Australia if your account has ATM access (where deposit facilities are available) we do not accept coins; at our branches 1 and at selected offi ces of Australia Post and authorised agencies; by scheduled regular payments, e.g. having your salary, pension or other income paid to your account (direct credit) or by periodical payment; at schools where the Bank has Student Banking arrangements. This applies only to Youthsaver s (schools participating in Student Banking may receive commission for processing deposits). If you have a NetBank Saver : you can make deposits via electronic transfer from an existing Commonwealth Bank Smart Access, Complete Access or Streamline in your name; you can arrange to have your salary or any other regular payment made direct to your account by direct credit or periodical payment; you are not allowed at any time to make deposits (cash or cheques) at any branch of the Bank (except an opening deposit), through the Bank s automatic teller machines or at agencies of the Bank. If you try to make deposits this way, they will not be credited to the account and will be returned to you. Altering or stopping regular payments to your account 2 If you wish to alter or stop the payment, you must do so in writing, but please remember to sign the letter. We may cancel or stop the regular payment arrangement on advice from you or when payment arrangements no longer comply with the terms of the authority signed by you or if required by law. In some cases, you may be able to alter the details of a regular payment over the phone by calling 13 2221. Recording of deposits made at Australia Post and authorised agencies 3 Deposits made by you at Australia Post offi ces and authorised agencies may take up to 3 days to be recorded in the Bank s books of account. We record the transaction as having been made on the date of the deposit at the agency. However, you may not draw against an agency deposit until the deposit is recorded. The proceeds of any cheque included in a deposit are not available until the cheque is cleared. Agency opening hours We do not regulate the hours in which Australia Post offi ces and authorised agencies conduct banking business. You should check their banking business hours with the Australia Post offi ce or authorised agency. Making a deposit using your passbook If you have a passbook account, you must present your passbook when making a deposit unless you deposit by using Electronic Banking. You agree that confi rmation of transactions on your account may be provided by us by means of you providing the passbook at a branch 4 of the Bank for updating. Financial Claims Scheme and Australian Government Guarantee Scheme for Large Deposits and Wholesale Funding Financial Claims Scheme The Financial Claims Scheme under the Banking Act 1959 applies to these deposit accounts. The Financial Claims Scheme is free and automatically covers the total aggregated balance of all your deposit accounts* with the Bank up to and including $1,000,000. * Note: includes your separate equal share in any joint deposit account with the Bank. Australian Government Guarantee Scheme Where the total aggregated balance of all your deposit accounts with the Bank exceeds $1,000,000 and you require the benefi t of the Australian Government Guarantee under the Australian Government Guarantee Scheme for Large Deposits and Wholesale Funding (the Scheme) for that amount greater than $1,000,000, you must request the Bank to apply to the Scheme Administrator for the Australian Government Guarantee nominating the account or accounts you require the Australian Government Guarantee to cover. We call this your opt-in. The Bank is required to pay any fees payable in accordance with the Scheme Rules. If you opt-in by requesting the Bank to make an application to the Scheme Administrator for the Australian Government Guarantee, you agree to indemnify the Bank for all fees payable by the Bank to the Scheme Administrator under the Scheme. The Guarantee Fee will be payable monthly and charged at an annualised rate as advised from time to time by the Australian Government. The fee is currently 0.70% and is charged on the aggregated average daily credit balance of the accounts you nominate to be covered for the month over the fee free threshold of $1,000,000. This Guarantee Fee will be debited monthly in arrears to an account nominated by you. For more information on the terms and conditions of the Scheme please visit the Treasury website guaranteescheme.gov.au For details of how to opt-in please visit our website at commbank.com.au, enquire at your nearest branch of the Bank or call 13 2221. 1 Deposits to passbook accounts cannot be made at some branches opened after 1 August 2008. Please call 13 2221 to check availability. 2 Youthsaver If you are under 16 years of age and wish to alter or stop a payment and you have not obtained full access to your account, you will need to obtain the written consent of the parent/guardian or other adult who signed the application to open the account. The Bank will only alter or stop the regular payment arrangement provided you obtain such written consent. 3 For Youthsaver customers only, access to your account through Australia Post and authorised agencies is via 4 Deposits to passbook accounts cannot be made at some branches opened after 1 August 2008. Please call 13 2221 18 your Keycard. to check availability. 19

Section 2: Opening and operating your Transaction, Savings and Investment accounts Making withdrawals, purchases and payments TRANSACT SAVE PARK/INVEST Method of withdrawal, purchase or payment 1,2 Smart Access and Complete Access Streamline Pensioner Security Passbook Option 5,8 Keycard/ Cheque Option AwardSaver Youthsaver 6 NetBank Saver 7 Savings Investment 5,8 Cash Management Call 8,9 Cash Investment Withdraw funds from an ATM in Australia 3 Withdraw funds from an ATM overseas using the MasterCard network 3 Withdraw funds from an ATM overseas using the Maestro/Cirrus and Visa Plus networks 3 Pay for purchases (and withdraw cash at the retailer s discretion) at EFTPOS terminals 3 Withdraw funds via our branches (and selected 10 (with post offi ces and other authorised agencies) 4 Passbook) Pay by cheque (cheque facility optional and only available for persons 18 years or over) Transfer funds and pay bills using BPAY through Telephone Telephone Banking and Internet banking 3 Banking only Schedule regular payments from your account by periodic payment or direct debit 10 (with Passbook) Excluding NetBank NetBank only Direct debit or credit only Excluding BPAY Telephone Banking only Excluding NetBank 1 Proceeds of cheques The proceeds of cheques and other payment instruments deposited or funds transferred by direct debit cannot normally be withdrawn until cleared. If we allow you to withdraw the proceeds before clearance occurs and the cheque, payment instrument or direct debit is dishonoured, that amount by which your account is overdrawn will be treated as an advance by us to you and you will owe us a debt of that amount (see pages 22 and 23 BPAY payments (including transfers of available funds) using Electronic Banking will be permitted for 3 business days for further details). from the date of the deposit. 2 Proceeds of NetBank transfers For security reasons we may place a hold on funds transferred through NetBank 6 Youthsaver Limited access for under 16s You must obtain the consent of your parent or guardian who to your account from an unlinked Commonwealth Bank account. The hold may apply until the next business day (or if signed the application to open the account, to gain full access to your Youthsaver including access via the transfer occurs on a non-business day or after 11 pm (Sydney time) on a business day, until the second following Keycard, Telephone Banking or NetBank and to make withdrawals or arrange a direct debit or periodical payment business day) or longer if the Bank needs to investigate the transaction. authority. If access is not provided for under 16s, the parent/guardian must sign for each withdrawal. 3 Daily limit on Electronic Banking withdrawals Daily limits apply, refer to pages 43 (limit on transfers) and 50 (limit On turning 16, you can request full access to your Youthsaver (s) without written consent of your parent or on cash withdrawals and EFTPOS purchases) for further details. guardian. Parents/guardians should note that if you give consent for your child under 16 to gain full access to their 4 Cash withdrawals at a branch, Australia Post and authorised agencies If you have a passbook account Youthsaver or to open a Streamline account, you acknowledge that they also have full authority to operate (Pensioner Security or Savings Investment ), withdrawals can be made at a branch of the Bank any other Youthsaver in their name, whether existing or opened in the future. Access to NetBank may be provided your signature is recorded in your passbook. You must present your passbook when making a withdrawal, limited for customers under 16 years of age. BPAY facilities are only available through NetBank. Please refer to pages unless you withdraw by using Electronic Banking. For Youthsaver customers only, access to your account through 6 to 9 for additional restrictions on your account. Australia Post and authorised agencies is via your Keycard. 7 NetBank Saver You are not allowed at any time to make withdrawals at any branch of the Bank, through For passbook account holders, you may make withdrawals up to a maximum of $1,000 in any 7 day period at selected the Bank s automatic teller machines or at agencies of the Bank. Withdrawals must be made by transferring funds to offi ces of Australia Post and at certain other authorised agencies of the Bank. Withdrawals made by you at Australia a linked Commonwealth Bank Smart Access, Complete Access or Streamline in your name using the Bank s Post offi ces and authorised agencies may take up to 3 days to be recorded in the Bank s books of account. We record Internet banking service (NetBank) or Telephone Banking. the transaction as having been made on the date of the withdrawal at the agency. However, you may not draw against 8 Existing account holders only No longer available for sale. an agency deposit until the deposit is recorded. The proceeds of any cheque included in a deposit are not available 9 Includes the High Performance Cash (no longer available for sale). until the cheque is cleared. 10 Withdrawals from passbook accounts cannot be made at some branches opened after 1 August 2008. Please call 20 5 Passbook accounts If you deposit a cheque or other payment instrument to a passbook account, no transfers or 13 2221 to check availability. 21

Section 2: Opening and operating your Transaction, Savings and Investment accounts Cancelling or altering a direct debit authority or periodical payment 1 You may give us a written instruction to cancel a direct debit authority or periodical payment authority. We will accept and promptly process such an instruction and any complaint from you that a direct debit or periodical payment transaction was unauthorised or irregular. We may ask that you also contact the debit user. We may cancel or stop any direct debit or periodical payment authority when payment arrangements no longer comply with the terms of the account authority signed by you. Overdraft facility (Smart Access, Complete Access or Streamline only) Provided you are 18 years or over, you may apply to us for establishment of an overdraft facility on your Smart Access, Complete Access or Streamline. There is no minimum or maximum limit for a secured overdraft. Other Terms and Conditions apply to the conduct of an overdraft on your Smart Access, Complete Access or Streamline and these will be provided to you for your reference if we approve your application and offer you an overdraft facility. If you migrate from one type of account to another (e.g. from a Streamline to Smart Access), your overdraft will continue to apply to your new account type. Smart Access and Complete Access ATMs and EFTPOS terminals may ask you to choose between the credit or savings option (see page 37 for information to help you choose). Choosing the credit option does not provide you with any credit in respect of the account. Debit balances in your account If you make any withdrawal or other payment (e.g. by cheque) or transact on your account by any means which would cause a debit (negative) balance in your account, this is known as overdrawing your account. If you have an overdraft facility and try to make any withdrawal transaction which would cause the agreed overdraft limit to be exceeded or you have no overdraft facility and try to make any withdrawal transaction which would cause an overdrawing of your account, we are not required to honour your cheque or allow any withdrawal transaction which would cause you to overdraw your account or to exceed your agreed overdraft limit. However, we will be entitled to charge a fee as described below, depending upon what we do in relation to the cheque or withdrawal transaction. If we do allow you to overdraw your account or to exceed your agreed overdraft limit: the amount by which your account is overdrawn will be treated as an advance by us to you and you will owe us a debt of that amount; you must repay that advance and any interest charged within 62 days, unless we make a different arrangement for repayment with you (for Youthsaver s the advance must be repaid without delay); we apply any payments to your account fi rst in repayment of that advance and any interest charged; except for Youthsaver s or unless you are under 18 years old or hold the account in trust for someone who is under 18 years old, you must pay us interest on that loan at the prevailing rate for debit balances. The interest will be calculated daily and charged to your account: monthly on the fi rst business day of each month and when the account is closed for Smart Access or Complete Access accounts, Streamline, Cash Management Call and Cash Investment ; quarterly on the fi rst business day in January, April, July and October and when the account is closed for Pensioner Security, AwardSaver, NetBank Saver and Savings Investment. We are entitled to charge an Overdrawing Approval Fee (refer to page 68 for details of this fee). If we do not allow you to overdraw your account or to exceed your agreed overdraft limit, we are entitled to charge a Dishonour Fee (refer to page 69 for details of this fee) for processing the disallowed withdrawal transaction. Combining your accounts You agree that the Bank may combine or set-off the balance of this account with any other on-demand account or with any loan account for which the Bank holds security that you have or may have in the future with us. The Bank s rights under this Clause do not extend to any account which has a facility which is regulated by the Uniform Consumer Credit Code. In such cases, the Bank may still exercise its banker s right of account combination. The Better Banking Book contains more information on the consequences of account combination. If the Bank elects to combine your accounts, it will observe any applicable requirements of the Code of Operation for Centrelink Direct Credit Payments. Passbooks It is important that you tell us as soon as you become aware that your passbook has been lost or stolen. You may be liable for the unauthorised transactions that occur on your account if it can be shown that you unreasonably delayed telling us of the loss or theft. Please check your passbook for unauthorised transactions and report them to the Bank as soon as possible. Refer to page 83 for contact details. 1 Youthsaver If you are under 16 years of age and wish to alter or stop the payment and if you have not obtained full access to your account, you will need to obtain the written consent of the parent/guardian or other adult 22 who signed the application to open the account. The Bank will only cancel or stop the regular payment arrangement provided you obtain such written consent. 23

Section 2: Opening and operating your Transaction, Savings and Investment accounts What interest can you earn? If you have a credit balance in your account, you may be entitled to receive interest and bonus interest, depending on the type of account. Information about the interest rates is in the separate Interest Rates on Transaction, Savings and Investment s brochure. Interest rates are variable and may be changed by us at our discretion. To obtain a current version of the Interest Rates on Transaction, Savings and Investment s brochure, call 13 2221 or visit any of our branches or our web site. TRANSACT SAVE PARK/INVEST How interest is calculated Smart Access and Complete Access Streamline Pensioner Security AwardSaver Youthsaver NetBank Saver Savings Investment (existing account holders only) Cash Management Call (existing account holders only) 1 Cash Investment Interest is paid on a credit balance of $1 or more. Interest is paid on the full balance, provided the balance is $5,000 or more. Interest is calculated on the daily closing balance and credited on the fi rst business day in March, June, September and December and when the account is closed. Interest is calculated on the daily closing balance and credited on the fi rst business day of each month and when the account is closed. Tiered interest rates receive the interest rate on your entire account balance as your balance increases from one tier to the next. Bonus interest on credit balances of $1 or more if you make at least one deposit and no withdrawals in a calendar month. (Refer to table below) Pensioner Security s and deeming thresholds With Pensioner Security s, interest rates vary according to account balance tiers. Except for the fi rst tier, we structure our tiers according to the Federal Government s deeming thresholds. The Government regularly adjusts deeming thresholds and if it does, we automatically adjust our second and third tiers in line with its changes. Tier 1 Tier 2 Tier 3 Less than $2,000 From $2,000 up to and including the Amount above the Federal Federal Government s deeming Government s deeming threshold Note Please contact any branch of the Bank if you do not wish to have interest paid to your account and wish to make threshold for single persons. for single persons. 24 other arrangements. 1 Also applies to the High Performance Cash (existing account holders only). 25

Section 2: Opening and operating your Transaction, Savings and Investment accounts Your account statement When we will send you an account statement Smart Access and Complete Access Streamline 1 Pensioner Security (Keycard/Cheque option) 2 Pensioner Security (Passbook option) 3,4 AwardSaver Youthsaver NetBank Saver Savings Investment 3, 4 Cash Management Call 4,5 Cash Investment Frequency of statement (standard cycle) Every 3 months Every 3 months Every 3 months N/A Every 6 months Every 6 months Every 6 months N/A Every 3 months Every 3 months You should retain all transaction records to enable you to verify entries. Check these entries for accuracy as soon as you receive your statement. Report any unauthorised transactions to the Bank as soon as possible. The date which appears on the transaction record may vary from the date that appears on your statement of account. This is due to the fact that transactions completed on non-business days and after cut-off time on business days (typically mid to late afternoon) may be held over to be processed on the next business day. If you have a query regarding any entries on your statement, you should call 13 2221. Changes to your Terms and Conditions Various features of your account may be changed from time to time, including the fees applicable, interest rates and Terms and Conditions. The Bank reserves the right to vary the Terms and Conditions in this brochure. We may also give you notice of the variation with an account statement (as applicable). The following table indicates how we will advise you of any changes: Change Minimum number of days notice Method of notice How we give you account statements and notices We provide statements and notices: By post to your home or nominated postal address, unless we agreed to provide statements and notices electronically (for joint accounts, we will send one statement and notice addressed to all account holders where they live at the same address, or otherwise to the nominated postal address or addresses); or Electronically through our NetBank service. If you request, and we agree, we will stop posting paper statements and notices to you and instead provide them through NetBank. When a statement or notice is ready to view we tell you by sending an e-mail to your nominated e-mail address. To receive statements and notices electronically an account holder must be registered to use NetBank and tell us their e-mail address How to find out what is in your account You can fi nd out the balance in your account(s) or ask for a statement at any time by calling 13 2221. For some accounts this information is available from ATMs. We may charge a fee for duplicate statements and for additional/separate statements issued outside the standard cycle shown in the table. The amount of this fee is detailed on page 70 in Section 4 of this brochure Fees and charges. Introduce a new fee or charge. 30 days In writing 1 unless we cannot locate you. Increase an existing fee or charge. 30 days In writing 1 or by advertisement in the national or local media. Change the interest rate. Change the method by which interest is calculated or the frequency with which interest is debited or credited. Change the balance ranges within which interest rates apply to the account. Change the minimum balance to which an account keeping fee applies. Change any other term or condition. Introduction or variation of any Government tax or charge. No later than the day of change In writing 1 or by advertisement in the national or local media. 30 days In writing 1 unless we cannot locate you. 30 days In writing 1 unless we cannot locate you. 30 days In writing 1 unless we cannot locate you. No later than the day of change Not applicable In writing 1 or by advertisement in the national or local media. In writing 1 or by advertisement in the national or local media. 2 1 If the Streamline holder is under 18 years of age, we send a statement every 6 months rather than every 3 months. 2 Pensioner Security s (Keycard/Cheque option) will be considered inactive when no customer-initiated transactions are made for 6 consecutive complete calendar months and statements will be issued every 6 months. When a customer-initiated transaction is made, the statements will revert back to the standard cycle. 1 If we agreed with you to provide statements and notices electronically, we may provide the notice electronically on 3 As transactions are recorded in your passbook, we do not issue statements. our NetBank service and send to your nominated email address an email notifi cation that the notice can be retrieved 4 Existing account holders only no longer available for sale. from NetBank. 26 5 Includes the High Performance Cash (existing account holders only no longer available for sale). 2 Unless the Government, Government agency or representative body has already publicised the introduction or variation. 27

Section 2: Opening and operating your Transaction, Savings and Investment accounts Customer information and privacy Collection and verification of customer information Customer information is information about a customer. It includes personal information. The law requires us to identify our customers. We do this by collecting and verifying information about you. We may also collect and verify information about persons who act on your behalf. The collection and verifi cation of information helps to protect against identity theft, money-laundering and other illegal activities. We use your customer information to manage our relationship with you, provide you with the products and services you request and also to tell you about the products and services offered by the Commonwealth Bank Group ( Group ), affi liated providers and external providers for whom we act as agent. If you have given us your electronic contact details, we may provide marketing information to you electronically. The collection and verifi cation of customer information may be carried out in different ways and we will advise you of the most acceptable methods of doing this. We may disclose your customer information in carrying out verifi cation e.g. we may refer to public records to verify information and documentation, or we may verify with an employer that the information you have given us is accurate. verify includes your full name, date of birth and residential address. If you are commonly known by two or more different names, you must give us full details of your other name or names. If you are a company, we may collect and verify information, including company incorporation and registration details, as well as details of the company s offi cers and its major shareholders. If you are acting as a trustee, we may ask you for, amongst other things, information on the benefi ciaries of the trust and evidence of the existence of the trust. If you are a partnership, we may require information including evidence of the fact that the partnership exists, as well as the full name of the partnership, the names of the partners and any business name owned by the partnership. For other organisations, the kind of information we collect and verify will depend on the type of organisation you are. In addition, during your relationship with us, we may also ask for and collect further information about you and about your dealings with us. You must provide us with accurate and complete information. If you do not, you may be in breach of the law and also we may not be able to provide you with products and services that best suit your needs. We disclose customer information to other members of the Group (including overseas members), so that the Group may have an integrated view of its customers and to facilitate the integrated treatment of its customers. It also enables other members of the Group to provide you with information on their products and services. Other disclosures At common law, banks are permitted to disclose customer information in the following circumstances: (a) where disclosure is compelled by law; or (b) where there is a duty to the public to disclose; or (c) where our interests require disclosure; or (d) where disclosure is made with your express or implied consent. So that we can manage our relationships, customer information may be disclosed to: brokers and agents who refer your business to us; any person acting on your behalf, including your fi nancial adviser, solicitor, settlement agent, accountant, executor, administrator, trustee, guardian or attorney; fi nancial institutions who request information from us if you seek credit from them; if you have borrowed from the Bank to purchase property: valuers and insurers (so that the Bank can obtain a valuation of your property, and confi rm that it is insured); if you have insurance: medical practitioners (to verify or clarify, if necessary, any health information you may provide), claims investigators and reinsurers (so that any claim you make can be assessed and managed), insurance reference agencies (where the Bank is considering whether to accept a proposal of insurance from you and, if so, on what terms); and organisations to whom we may outsource certain functions. In all circumstances where our contractors, agents and outsourced service providers become aware of customer information, confi dentiality arrangements apply. Customer information may only be used by our agents, contractors and outsourced service providers for our purposes. We may be required to disclose customer information by law, e.g. under Court Orders or Statutory Notices pursuant to taxation or social security laws or under laws relating to sanctions, anti-money laundering or counter-terrorism fi nancing. We may send customer information overseas if: that is necessary to complete a transaction; or we outsource certain functions overseas. We may also be permitted, as distinct from required, to disclose information in other circumstances. For more information, please refer to our Privacy Policy. Depending on whether you are an individual Protecting customer information or an organisation, the information we collect We comply with the National Privacy will vary. For instance, if you are an individual, Principles as incorporated into the Privacy the type of information we may collect and 28 Act 1988 (Cth). 29

Section 2: Opening and operating your Transaction, Savings and Investment accounts Access to your personal information The law allows you (subject to permitted exceptions) to access your personal information. You can do this by contacting: Customer Relations Commonwealth Bank Reply Paid 41 Sydney NSW 2001 We may charge you for providing access. Further information For further information on our privacy and information handling practices, please refer to the Group s Privacy Policy, which is available at commbank.com.au or upon request from any branch of the Bank. What if you have a complaint? We aim to provide excellent customer service. If you think we have failed, you should let us know promptly so that we can try and put things right. Also, by telling us where you think we have failed, we will be able to provide you a better service in the future. To assist you, we offer free internal and external avenues to deal with your concerns. What you should do if you want to make a complaint or dispute our decision Prepare your complaint Is the problem about general banking or Electronic Banking? Get all your supporting documents ready. Decide what you want us to do. Make your complaint Let us know by lodging your complaint at either a branch (preferably where you have your account) or by calling 13 2221 (24 hours a day, 7 days a week). Our staff will fully review the situation and, if possible, try to resolve it straight away. Not happy with the outcome? Please contact our Customer Relations Team if your complaint has not been resolved to your satisfaction (refer to page 84 for contact details). We will provide contact details of the offi cer dealing with your complaint. We aim to resolve the matter within about 4 days. However, some complex matters might take longer. We will keep you informed of our progress. For Electronic Banking, our Customer Relations Team will provide you with a complaints form, which you should complete and return to us. We will acknowledge your complaint, investigate and report back to you within 3 weeks. We may ask for more time, but we will keep you informed of the reasons for the delay. Unless there are exceptional circumstances, in which case we will write to let you know, we will complete our investigation within 45 days of receipt of the complaint. If we are unable to resolve a complaint within 45 days, we will inform you of the reasons for the delay, and provide you with monthly updates on the progress with the complaint and specify a date when a decision can be reasonably expected, unless we are waiting for a response from you and you have been advised that we require the response. BPAY If we conclude that your account has been incorrectly debited or credited, we will, where appropriate, adjust your account (including any interest and charges) and let you know in writing of the amount with which your account has been debited or credited. If we fi nd that your account has been correctly debited or credited or, in the case of an unauthorised transaction, that you are liable for the loss or part of the loss, we will give you copies of any document and/or other evidence on which we based our fi nding. If any BPAY payment was made as a result of a mistake by you and, after 20 business days we are unable to recover the payment from the Biller or any other person who received it, you must pay us that amount. You should then pursue the matter with the Biller or the person receiving the payment. We are not liable if any retailer refuses to accept a card, PIN, password or other code. If you wish to dispute our decision, you may contact the Ombudsman If you are not satisfi ed with the decision of our Customer Relations Department or if more than 90 days have elapsed since you contacted Customer Relations, you may contact the Financial Ombudsman Service. The Financial Ombudsman Service is an impartial, independent and free alternative dispute resolution scheme for disputants. Please refer to page 84 for contact details. No claim to the Ombudsman is possible if: the matter involves an amount of more than $280,000; or the matter is a commercial decision by the Bank, such as whether a loan is approved; or the matter is about the Bank s general policy or practice, such as the level of interest rates or fees. Electronic Banking Only On completion of our investigation, we will write to you telling you of the outcome of the investigation, our reasons for the outcome, including the provisions of the Terms and Conditions that we considered during our investigations. If you are not satisfi ed with our decision, you may ask us to have our senior management review the matter. If we fail to make the proper allocation of liability or we fail to keep to the complaint investigation and resolution procedures set out in this brochure or we fail to communicate the reasons for our decisions and our failure harms the outcome of your complaint or results in unreasonable delay in its resolution, we will accept liability for the full 30 amount of the transaction which is the subject of your complaint. 31

Section 3: Card and electronic access to your account This section, in conjunction with Section 2 of this brochure, forms the Terms and Conditions of the contract between you and us if you decide to open an EFT account. These Terms and Conditions become binding once we give you (or any other user) and you (or that other user) accept the access method. As from that time, we and you undertake to keep to the Terms and Conditions. Part A: Overview of e-banking What is Electronic Banking? Ways to access your account We explain the meaning of the term Electronic Banking (e-banking) and what conditions apply when you make transactions through electronic equipment. Find out more about the e-banking services available to you. Part B: Special conditions relating to Debit MasterCard (for Smart Access and Complete Access accounts only) Choosing between the credit and savings option Transactions on your Smart Access or Complete Access account How to tell us if you think there is a mistake or wish to claim a chargeback We explain when you can choose the credit or the savings option to access your funds. Find out more about authorisations, recurring transactions and refunds. What you must do to claim a chargeback and when the right to claim is available. Page 33 Page 35 Page 37 Page 37 Page 38 Secure chip technology Find out more about the secure chip technology Page 39 on your Debit MasterCard. PayPass Tap & Go Find out more about PayPass Tap & Go. Page 40 Part C: Special conditions relating to Internet Banking and Phone Banking Special conditions for using NetBank and VoIP Making e-banking transactions Conditions of use for BPAY What you agree to when using BPAY View Find out more about using NetBank and VoIP, including passwords. Why it is important to enter correct information. We also tell you about scheduling payments and transfers, when we process e-banking transactions and what happens if electronic equipment does not work. Terms and conditions that apply when you use BPAY to pay your bills. Terms and conditions that apply when you use NetBank to access bills using our BPAY View facility. Page 40 Page 42 Page 45 Page 46 Part D: General conditions Cards, PINs, passwords and Devices Electronic communication Safeguarding against unauthorised access to your account Liability for transactions Changes to Terms and Conditions for card and electronic access Find out more about account access methods. Page 49 Find out how you can elect to receive notices and account statements electronically if you are a NetBank user and tell us your email address. What you must do to protect your account. Find out more about safeguarding cards, PINs and passwords. We explain when you are liable for electronic transactions on your account and your liability in the event of unauthorised transactions. When we tell you about any changes we may make to your Terms and Conditions in this Section 3 and how we keep you informed. For the meanings of key words included in this section, refer to Meanings of words on pages 80 to 82. Part A: Overview of e-banking What is Electronic Banking? Card and electronic access (e-banking) provides you with a range of banking services that utilise a card or electronic equipment and include the following: Debit MasterCard; Keycard (debit card); NetBank (Internet banking); Telephone Banking; ATM; EFTPOS terminals; BPAY and BPAY View; Maestro/Cirrus, MasterCard and Visa Plus networks; AFT (Automated Funds Transfer); and Deal Direct. 1 Regular system upgrades may limit access to your accounts through some services. 32 33 Page 51 Page 52 Page 55 Page 59 E-banking offers the convenience of conducting most of your banking transactions at a time that suits you. You can access funds and transfer funds between accounts, pay bills and make purchases 24 hours a day, 7 days a week. 1 We rely on the operations of our computer and telecommunication systems and those of our partners. Consequently, disruptions to these operations may cause e-banking services to be unavailable from time to time.

Section 3: Card and electronic access to your account Using electronic equipment When you make a transaction with electronic equipment using a card, PIN or password, you authorise us to act on the instructions entered into that electronic equipment. The protection provided under these Terms and Conditions extends to transactions made with cards, PINs and passwords in electronic equipment that is not owned by us. Please note that any credit aspects of your EFT account or EFT transaction are governed by the Terms and Conditions applicable to your credit contract. Credit card use is governed by the Bank s Credit Card Conditions of Use. EFT transactions are governed by the Terms and Conditions in this section and by the Terms and Conditions of the accounts, products and/or services being used; this Section 3 refl ects the Electronic Funds Transfer Code of Conduct (EFT Code) which we have adopted; we warrant that we will comply with the EFT Code; the EFT Code is not applicable to purchase transactions using your Debit MasterCard where you sign to authorise the transaction (but chargeback protection may be available in that situation see chargeback information on page 38); may be directed to any one of the accounts that is linked to your card, PIN or password if it is not possible to direct them in accordance with the instructions you give the electronic equipment; may be limited to specifi c amounts set by us, e.g. there are maximum and minimum daily withdrawal amounts that may vary; and may be completed through the channel chosen by us if it is possible to effect a requested transaction using more than one payment or transfer channel. Ways to access your account To fi nd out more about e-banking or to get help with using electronic equipment, NetBank or Telephone Banking, please refer to pages 83 to 84 for contact details. Debit MasterCard purchases Debit MasterCard, Keycard and linked credit card access via ATMs EFTPOS Maestro/Cirrus, MasterCard and Visa Plus Telephone Banking NetBank Use your Debit MasterCard to pay for purchases wherever Debit MasterCard is accepted worldwide (including by mail order, telephone or online). Use your Debit MasterCard, Keycard or linked credit card to conduct banking transactions at a wide range of ATMs in Australia, New Zealand, Indonesia and Vietnam. Use your Debit MasterCard or Keycard to pay for purchases or withdraw cash at the same time (at the retailer s discretion). Maestro is an international EFTPOS system. Cirrus and Visa Plus are international ATM networks. Use your Commonwealth Bank Debit MasterCard or Keycard to purchase goods and services, withdraw cash and obtain balances. If you are using your Keycard, look for the Maestro, Cirrus or Visa Plus logo and if you are using your Debit MasterCard, look for the MasterCard logo. Use a touch-tone telephone or VoIP to pay bills, obtain information on your accounts, transfer funds to linked accounts, activate your Debit MasterCard, Keycard or credit card and change your password. NetBank is a quick, cost-effi cient, simple and secure way to do your banking. With NetBank you can conduct a wide range of online transactions. For example, you can activate your credit card, Debit MasterCard or Keycard or view your up-to-date account balances and transaction details. NetBank also lets you pay your bills using BPAY. It s easy to transfer funds between your own NetBank linked transaction accounts (deposits only for home loans, investment home loans and personal loan transfers) or to other people s Commonwealth Bank accounts and selected accounts at other Australian fi nancial institutions (you must key in the correct BSB number and account number the recipient account name will not be used or checked by us in making your payment). You can make International Money Transfers to people overseas (minimum transaction amounts apply). You can retrieve your NetBank client number and unlock your token or sms online without having to call the NetBank Help Desk. You can even redraw funds from your Home Loan (conditions apply) and view and redeem your Commonwealth Awards points. You can make an appointment with a fi nancial planner, get an on the spot decision for a Personal Loan (conditions apply), renew a term deposit and switch to a Debit MasterCard account. 34 35

Section 3: Card and electronic access to your account Ways to access your account (cont.) NetBank for your mobile phone BPAY and BPAY View Automated funds transfers Access NetBank with a version of NetBank specially tailored for your mobile phone. You can: view your up-to-date account balances; and view your most recent transactions for your linked statement accounts, including your Home Loans/Investment Home Loans, Mortgage Interest Saver s (MISA) and credit cards. In future, you will also be able to: redraw funds from your Home Loan/Investment Home Loan or Variable Rate Personal Loan (conditions apply); 1 transfer funds between any NetBank linked accounts. These include transaction and savings accounts, credit card accounts, Home Loans/ Investment Home Loans, Mortgage Interest Saver s (MISA) and Personal Loans; 1 transfer money to other peoples accounts at the Commonwealth Bank or to selected accounts at other Australian fi nancial institutions recorded in your NetBank account address book (you must ensure that the correct BSB number and account number are used the account name of the recipient does not form part of your payment instructions and will not be used or checked by us in making your payment); pay your bills to Billers recorded in your NetBank Biller address book using BPAY. 1 Most bills can be paid using BPAY over the telephone or with NetBank. With BPAY View you can also receive some bills electronically instead of in the mail and then view and pay them using NetBank. Schedule automatic payments from your designated accounts (not available for NetBank Saver). 1 These NetBank features are expected to be available via your mobile phone in 2009. Customers under the age of 16 require written consent from their parent or guardian to obtain access to these e-banking channels for Youthsaver. Telephone Banking and NetBank are the only ways you can access your NetBank Saver. Part B: Special conditions relating to Debit MasterCard (for Smart Access and Complete Access accounts only) Choosing between the credit and the savings options When you use your Debit MasterCard at ATMs or EFTPOS terminals, you may be asked to choose between the credit and the savings options. This table helps you to choose the right option. Where credit transactions allowed savings transactions allowed ATM Pay for purchases (and withdraw cash at retailer s discretion) in Australia and overseas What happens when you choose the credit option Your Debit MasterCard can be used for purchases wherever Debit MasterCard is accepted. To use a Debit MasterCard in this way at an EFTPOS terminal, you must choose the credit option. You will then be required to either enter your PIN on the keypad or sign a voucher to complete the transaction (except if you use PayPass and the transaction is $35.00 or less see PayPass information on page 40). Choosing the credit option may allow you to exercise MasterCard chargeback rights (see chargeback information on page 38). The credit option also applies when you use your Debit MasterCard to make purchases by mail order, telephone order or over the Internet. The remainder of this Part B applies to Debit MasterCards where the credit option is used. It does not apply where you use your Debit MasterCard in ATMs or EFTPOS terminals using the savings option. Asking us to authorise a transaction Some merchants, for example hotels and car rental agencies, may request confi rmation that your Smart Access or Complete Access account has suffi cient available balance to meet the estimated cost of goods and services they will supply. We treat the request as a request for authorisation. We may choose not to authorise a particular transaction. 36 37

Section 3: Card and electronic access to your account If we authorise a transaction, the available balance on your Smart Access or Complete Access account will be reduced by the estimated cost of the goods and services for up to 5 business days if the transaction: is not completed; or is completed but the actual amount is different from the authorisation. For example, a hotel might get authorisation for the cost of one night s accommodation when you check in, but the amount of the bill later processed to your Debit MasterCard might be different to that authorisation. This means that, even though the account balance on your Smart Access or Complete Access account is a certain amount, you may fi nd that you have a reduced amount, or no available balance on your Smart Access or Complete Access account. When the goods and services have been supplied, the merchant may request a subsequent authorisation for the actual costs. This may have the effect of reducing the available balance on your Smart Access or Complete Access account by the sum of two authorisation amounts. You should ensure that the merchant cancels the original authorisation. If we gave an authorisation for a purchase or payment, the account balance shown on your Smart Access or Complete Access account may be greater than the available balance in the Smart Access or Complete Access account. Please consider this whenever you obtain a statement or a mini transaction history or a balance of your Recurring transactions You or an additional cardholder may authorise a merchant to charge amounts to your Smart Access or Complete Access account over time. To cancel the authority, we recommend you notify the merchant in writing at least 5 business days before the next transaction is due to be processed. Until you notify the merchant, we are required to process transactions from the merchant. If the merchant does not comply with your request to cancel the authority, you can dispute the charges (see chargeback information below). Refunds A merchant must issue a valid credit voucher to make a refund to you. We can only credit your Smart Access or Complete Access account with the refund when we receive the voucher from the merchant s bank. How to tell us if you wish to claim a chargeback (applies only where credit option is used) You should keep all vouchers and transaction records you receive from merchants and check the details and entries on each statement of your Smart Access or Complete Access account for accuracy as soon as you receive it (and if you have access to NetBank, you can check the details and entries from time to time using NetBank). The date appearing on your transaction record may not be the transaction date shown on your statement because transactions completed on non-business days or after 3 pm on business days may be processed on the next business day. In some circumstances, card scheme rules allow us to charge a transaction back to the merchant s fi nancial institution. Usually we can only do this if you tried to obtain a refund from the merchant fi rst and were unsuccessful. We will claim a chargeback right (if the right is available) if: you ask us to do so; and you provide us with the information and material we require to support the chargeback within 30 days after the date of the statement on which the transaction is recorded. If you tell us after this time, and we cannot charge back the transaction, you will continue to be liable for that authorised transaction. Otherwise, any chargeback right we have under MasterCard s scheme rules may be lost. We will use our best efforts to charge back a disputed transaction for the most appropriate reason. This does not mean that the disputed transaction will necessarily be charged back. The merchant s fi nancial institution must fi rst accept the claim in order for your claim to be successful. If the merchant s fi nancial institution rejects a chargeback, we will not accept that rejection unless we are satisfi ed that the rejection is reasonable and is consistent with MasterCard scheme rules. If we conclude as a result of our investigations that your Smart Access or Complete Access account has been incorrectly debited or credited, we will adjust your account (including any interest and charges) and advise you of the amount with which your account has been debited or credited. If we conclude that your Smart Access or Complete Access account has not been incorrectly debited or credited, or in the case of unauthorised transactions, that you are liable for the loss, or part of the loss, we will give you copies of any documents and other evidence upon which we base our fi ndings. Use of your Debit MasterCard You may only use your Debit MasterCard for lawful purposes. We may use blocking strategies to prevent access to certain websites or merchants which we or MasterCard consider to be questionable or high risk sites. Secure chip technology Your Debit MasterCard comes with secure chip technology which offers you greater security on your card transactions. The embedded chip enhances the security of the card by making it more diffi cult to fraudulently copy the details of your card. The chip does not hold any personal information about you or any other cardholders, just the advanced security software that protects you from fraudulent transactions. The Debit MasterCard also has a magnetic stripe to ensure you are still able to transact anywhere you go. The 30 days timeframe for disputing a transaction may not apply to reporting unauthorised transactions where the EFT Code applies (e.g. to transactions involving use of your card and PIN or Smart Access or Complete Access account. card and password). 38 39

Section 3: Card and electronic access to your account You can use your chip card anywhere Debit MasterCard is accepted around the world, including ATMs and EFTPOS terminals. PayPass Tap & Go PayPass Tap & Go gives you the option of making purchases of $35.00 or less at participating merchants without having to provide a signature or PIN. You just tap your Debit MasterCard on the PayPass reader, wait for the transaction to be confi rmed and go. There is no need to sign or enter a PIN for amounts of $35.00 or less. PayPass also uses the embedded chip and secure encryption technology to ensure that your transactions are protected. You can still choose to swipe your card and use a signature or a PIN to accept the transaction. Part C: Special conditions relating to Internet Banking and Phone Banking Using VoIP If you use VoIP, we urge you to take steps to adequately secure your computer. The systems used by your VoIP provider and/or telephone calls made using your VoIP service may not be secure. We strongly recommend you use up-to-date anti-virus, fi rewall and anti-spyware software before conducting any banking using VoIP. (c) personal information handling policies. You should also note that your service provider may route communications offshore. If so, these communications may not be secure nor may they be regulated by Australian law. Special conditions for using NetBank For the purpose of accessing and using the NetBank service, and using the relevant access method, we grant to you a non-exclusive, non-transferable personal licence in relation to the software, including any fi les, images, tables and data incorporated in or generated by the software, and data accompanying the software (collectively, the Software ) necessary for the purposes of your use of the NetBank service. We do not transfer title to nor grant any interest in the Software to you. When you register for NetBank, the Bank may automatically select you for Two Factor Authentication using NetCode SMS or a NetCode Token. For some transactions and NetBank functions you may, in addition to entering your password, be required to correctly answer your Personalised Identifi cation Questions. If you are registered for Two Factor Authentication using a NetCode Token, you will be required to generate and enter your current NetCode at the time of login. NetCode Tokens remain the property of the Bank and must be returned to the Bank on request. One active NetCode Token is issued per Client Number and cannot be used in conjunction with another person s Client Number. The Bank reserves the right to charge for additional and replacement NetCode Tokens. If you are selected by the Bank for Two Factor Authentication, or you choose to participate in Two Factor Authentication, using a NetCode Token, you must register the NetCode Token with us within 30 days from the date we send it to you. If you are selected by the Bank for Two Factor Authentication, or you choose to participate in Two Factor Authentication using NetCode SMS, you must ensure that your current mobile telephone number is registered in your Profi le and Preferences section in NetBank. Special conditions for using NetBank on your mobile phone The version of NetBank specially tailored for your mobile phone is designed for phones linked to the network of an Australian telecommunications provider. It may not be available to some customers who have an overseas telecommunications provider. You must be registered for Two Factor Authentication using NetCode SMS or a NetCode Token to access NetBank on your mobile phone. If you are registered for Two Factor Authentication using a NetCode Token, you will be required to generate and enter your current NetCode when you log in. will not be able to access NetBank from your mobile phone for the duration of that exemption. You are responsible for any charges imposed by your telecommunications provider for connecting to NetBank on your mobile phone, including call costs and data costs associated with browsing the Internet. You can continue to use NetBank on your mobile phone overseas if you have roaming access to the Internet on your phone. Your telecommunications provider s charges may be higher than those for using NetBank on your mobile phone in Australia if you access it while overseas. If your Client Number is suspended by the Bank for any reason (for example, because an incorrect Password was entered), you will be unable to access NetBank via a computer or a mobile phone until it is reactivated. Special risks relating to NetBank While NetBank allows you to transact simply using your computer and codes, because of that simplicity, it also poses special risks. If someone else has your codes, they can transact on your account as if they were you. You may be liable for such transactions (refer to page 55 for details). You should take special care to keep your codes secret and not to disclose them to any third party including family, friends and institutions. If you are registered for Two Factor You should ignore any emails that appear You should also contact your VoIP service Authentication using NetCode SMS, to come from us that require you to input provider to ensure that you are satisfi ed with you will be required to enter your current your codes. These emails may come your service provider s: NetCode for some transactions and from third parties seeking to use the (a) security measures; NetBank functions. If you have an exemption from Two Factor information to access your accounts. (b) data protection standards; and Authentication for any period of time, you 40 41

Section 3: Card and electronic access to your account You should also be careful about using services which offer to interface with NetBank on your behalf. You may be led to believe that you are inputting your codes in a NetBank session, while in fact you are disclosing your codes to a third party hosting a hoax website. We continually look at ways to minimise any unauthorised transactions on your account. We may use various techniques from time to time, including contacting you after an unusual transaction or series of transactions to confi rm that you did in fact authorise the transaction(s). Making e-banking transactions Enter the correct information When you or any other user makes a transaction with electronic equipment, it is your responsibility to tell us the correct amount you wish to pay or transfer, and the correct account to which you wish to have the payment or transfer credited. The account name of the recipient does not form part of your payment instructions and will not be used or checked by us in making your payment. If you tell us to make a payment or transfer and after we have implemented your instructions you discover that: The amount you told us to pay or transfer was less than the required amount. You can make another payment or transfer to the recipient to make up the difference. The amount you told us to pay or transfer was greater than the required amount. You must contact the recipient 1 to obtain a refund (you cannot make any claim upon us). The account you told us to make a payment or transfer to was incorrect. You should attempt to contact the recipient to obtain a refund. 2 Scheduling future payments and transfers With NetBank you can schedule a payment or transfer by nominating a future date on which such a transaction is to be made (not available for Pensioner Security Passbook option, Passbook Savings, NetBank Saver and Savings Investment ). You can cancel a scheduled transaction by telling us to do so before the payment or transfer cut-off time on the nominated day (refer to page 44 for details). Otherwise, we will process the payment or transfer as originally instructed by you. Cancellations must be made via NetBank. Daily limits for transfers through e-banking If you transfer funds through Telephone Banking or NetBank, the maximum amount that can be transferred per customer per day is: $99,999,999.99 to or from a linked statement account; $99,999.99 (or up to the available card limit) to or from a linked credit card account; $25,000 (or up to the maximum balance) to your Commonwealth Bank Traveller s Cash card. 3 The maximum amount that can be transferred per customer per day in the following ways using NetBank is: $1,000 when transferring to a non-linked account (for example, another person s account or an account at another fi nancial institution). 4 $5,000 when transferring by International Money Transfer using NetBank. You need to activate the International Money Transfer service in NetBank by contacting the Bank on 13 2221 (24 hours a day, 7 days a week) before this limit applies. 4 $20,000 when making payments through BPAY using NetBank. 4 The daily limits applying to transfers to non-linked accounts, International Money Transfers and BPAY using NetBank operate independently of each other. If you request a higher daily limit (or ask the Bank to activate the International Money Transfer service in NetBank) your liability for unauthorised transactions may increase. Minimum transaction amounts also apply. Please phone the NetBank Help Desk on 13 2221 (24 hours a day, 7 days a week) for details. If you are selected by the Bank for Two Factor Authentication, or you choose to participate in Two Factor Authentication, but: you fail to participate in Two Factor Authentication by registering your NetCode Token with us within 30 days from the date we send it to you; or you subsequently advise us that you do not wish to participate in Two Factor Authentication; unless the Bank advises you otherwise, your access to transfers to non-linked accounts, BPAY payments and International Money Transfers (if applicable) using NetBank will be removed by the Bank. If you deposit a cheque or other payment instrument to a passbook account, no transfers or BPAY payments (including transfers or payments of available funds) using Electronic Banking will be permitted for 3 business days from the date of the deposit. Transfers to non-linked accounts and transfers sent by International Money Transfer are not permitted from passbook accounts. Merchants, BPAY Billers and other fi nancial institutions may impose other restrictions on transfers. 3 Not available through Telephone Banking. 1 Refer to page 45 for more information regarding BPAY payments. 4 These are the default transaction limits that apply to customers who register for NetBank from the date of these Terms 2 If you do not know the recipient, or are unable to contact the recipient, you should contact the Bank and talk to a and Conditions. If you wish to fi nd out how your limit may be increased, please contact the Bank on 13 2221 (24 hours customer service offi cer. We will attempt to recover the payment or transfer on your behalf; however, recoveries are a day, 7 days a week). You can also check your current limits and reduce your daily limit for transfers to third party 42 performed on a best endeavours basis (you cannot make any claim upon us). (non-linked) accounts and BPAY online. Simply login to NetBank, go to the Security tab, and select Payment limits. 43

Section 3: Card and electronic access to your account When are e-banking transactions processed 1? Transaction type Electronic payment and transfer transactions Scheduled transactions When the transaction was made or scheduled to be made Before 3 pm on a business day. After 3 pm or on a non-business day. Scheduled to occur on a business day. Scheduled to occur on a non-business day. When it may be processed On the same day. On the next business day. On the nominated day. On the next business day. What happens if the electronic equipment does not work properly? We take all reasonable steps to ensure that our electronic equipment functions properly during its usual operating hours. However, failures may occur and this has an impact on liability. If The equipment accepts a user s instructions The equipment does not accept a user s instructions or a user s card and/or PIN fails to activate the equipment A user is aware at the time of use that the equipment is not functioning properly Then We are liable to you for any loss caused by a transaction that is not completed in accordance with those instructions. We are not liable to you. Our liability to you is limited to correcting any wrong entry in your account. We will refund any charges and fees debited to your account as a result of the wrong entry. You do not lose any protection that we give you under these Terms and Conditions when you (or any other user) use your card, PIN or password in electronic equipment that is not owned by us. Conditions of use for BPAY (not available with Deal Direct) BPAY (Bill Payment) lets you pay most bills over the telephone (Telephone Banking) or with NetBank. To register to use BPAY, you must fi rst establish a password for Telephone Banking or register with NetBank. See pages 83 to 84 for details. Please note that Youthsaver customers cannot use BPAY over the phone and NetBank Saver customers cannot use BPAY. What to give us when you make a BPAY transaction You will need to provide the following accurate information so that we can process a BPAY payment. Biller code (printed on your bill near the BPAY logo) Customer reference number (printed on your bill near the BPAY logo) Details of the account from which you wish to make the payment Amount of the payment to be made Date on which the payment is to be made (only if the user is scheduling a future payment with NetBank) What happens if you enter incorrect information? You must be careful to tell us the correct amount to be paid. If you tell us to make a payment and later you discover that: an amount was not paid in accordance with your instructions then you should call 13 2221 and talk to a customer service offi cer; the amount you told us to pay was less than the required amount then you can make another BPAY payment to the Biller to make up the difference; the amount you told us to pay was more than the required amount then you should call 13 2221 and talk to a customer service offi cer; we will attempt to recover the overpayment on your behalf, however, recoveries are performed on a best endeavours basis and if we are unsuccessful, you will need to ask for a refund from the payment recipient; or the account, Biller code or customer reference number was incorrect then you should call 13 2221 and talk to a customer service offi cer. 1 Proceeds of NetBank transfers For security reasons we may place a hold on funds transferred through NetBank to your account from an unlinked Commonwealth Bank account. The hold may apply until the next business day (or if the transfer occurs on a non-business day or after 11 pm (Sydney time) on a business day, until the second following 44 business day) or longer if the Bank needs to investigate the transaction. 45

Section 3: Card and electronic access to your account When do we process your BPAY transaction? We will carry out your BPAY instructions either immediately or, in the case of a scheduled payment or transfer, on the specifi ed date(s). However, if the payment date is a non-business day, the debit will appear on your statement as at the next business day. Scheduled transfers through BPAY and NetBank are not possible for Pensioner Security (Passbook option), Passbook Savings, NetBank Saver and Savings Investment. Can you cancel a BPAY transaction? We cannot stop any BPAY transaction once you have entered the relevant data. What happens if a Biller cannot process a BPAY payment? If we are advised that a BPAY payment cannot be processed by a Biller, we will advise the user of this and credit your account with the amount of the BPAY payment. We will also assist the user to make a valid BPAY payment. What you agree to when using BPAY View (not available with Deal Direct) BPAY View lets you receive some bills electronically instead of by mail. You can view and then pay these bills using NetBank. Refer to page 84 for details on how to register to use BPAY View. You must tell us if your contact details (including email address) change. When you register to receive a bill or statement electronically through BPAY View, you represent that you are entitled to receive that bill or statement from the applicable Biller. You agree to Disclose personal and transactional information as needed to facilitate the BPAY View process That means you agree to disclose any personal information (e.g. your name, email address and the fact that you are our customer) that is needed to enable Billers to verify that you have registered to receive bills and statements electronically using BPAY View or have cancelled your BPAY View registration; agree to disclose any of your transactional information that is needed to process your BPAY Payments and any user s use of BPAY View; agree to allow data to be collected by us or your nominated Biller(s) about whether you access your emails, our NetBank web site and any link to a bill or statement. agree to notify us of any changes to your personal information; agree to disclose any updates to your personal information to all other participants in the BPAY Scheme referred to below this table, as necessary; and agree to disclose to a Biller that an event referred to on page 49, (b e) Receiving paper bills and statements instead of electronic ones has occurred. You agree to Receive bills and statements electronically Access BPAY View regularly to receive your electronic bills and statements That means you Agree that any electronic bill or statement you receive using BPAY View satisfi es any legal obligations a Biller has to provide you with bills and statements. agree to check your emails and/or our NetBank web site at least weekly; agree to ensure that your mailbox can receive email notifi cations (e.g. it has suffi cient storage space available); agree to tell us if you or any user is unable to access your email, our NetBank web site or a link to a bill or statement for any reason; agree that a bill or statement is deemed to have been received by you if a notifi cation that you have a bill or statement is sent to your server at the email address nominated by you, whether or not you choose to access your email; or a notifi cation that you have a bill or statement is posted on our NetBank web site, whether or not you choose to access our NetBank web site; and agree that a bill or statement will not be deemed to have been received by you if we receive notifi cation that: your mailbox is full; or you cannot receive an email notifi cation; or an email notifi cation to you is returned to us undelivered. Personal and transactional information will only be disclosed to: the Bank; BPAY Pty Ltd; the Billers nominated by you; these Billers fi nancial institutions; any agent appointed by BPAY Pty Ltd to provide the electronic systems needed to implement the BPAY Scheme (e.g. Cardlink Services Limited). The Bank does not store the personal information you provide to register with BPAY View with a particular Biller. You can request access to your personal and transactional information held by the Bank, BPAY Pty Ltd or its agent, Cardlink Services Limited. Availability of electronic statements and bills Except as expressly provided for in the terms and conditions in this section, we accept no responsibility to arrange for or ensure that any Biller with whom you register to receive bills and statements using BPAY View actually makes those bills or statements available to you. If you fail to receive bills and statements from a Biller or the bill or statement is not available to be viewed using BPAY View, you must contact the applicable Biller to obtain a paper bill or statement. 46 47

Section 3: Card and electronic access to your account Suspending or cancelling BPAY View We reserve the right at any time and for any reason to: suspend or cancel use of BPAY View entirely or in relation to a particular Biller; and suspend or cancel your registration to use BPAY View without notice to you although we will take all reasonable steps to notify you of such suspension or cancellation. Using NetBank to store and delete bills and statements Unless you delete the bills and statements delivered to you through our NetBank web site, they remain accessible for a period determined by the Biller (up to 18 months). After this set period they will be deleted, whether they have been paid or not. The maximum number of bills and statements available to you through our NetBank web site is 150. If you reach this number and a new bill or statement is delivered to you, the oldest bill (according to the time of delivery) will be deleted by us. What happens if there is a problem with BPAY View? If, as a result of an act or omission by you or any user, or the malfunction, failure or incompatibility of computer equipment you are using at any time to participate in BPAY View, a bill or statement is: not delivered to you on time or at all (other than because you failed to view an available bill); delivered to the wrong person; delivered with incorrect details; or delivered to you after you have unsuccessfully attempted to deregister from using BPAY View; you must contact the applicable Biller to advise them of the error and if applicable obtain a correct paper bill or statement as soon as you become aware of the error. You are responsible for any charges or interest which are payable to the Biller due to any late payment as a consequence of such error. Please contact the Biller directly if you have any queries in relation to bills or statements. Receiving paper bills and statements instead of electronic ones You may receive from the applicable Biller paper bills and statements instead of electronic bills and statements, although the Biller may charge a fee where you request a paper bill in addition to an electronic version. (a) if you or the Biller deregister from BPAY View; (b) if we receive notifi cation that your mailbox is full or that you cannot receive any email notifi cation of a bill or statement; (c) if our email to you is returned to us undelivered, e.g. your email address is incorrect or cannot be found; (d) if we are aware that you are unable to access your email or our NetBank web site or a link to a bill or statement for any reason; or (e) if any function necessary to facilitate BPAY View malfunctions or is not available for any reason for longer than the period specifi ed by the applicable Biller. However, we will take all reasonable steps to advise the applicable Biller of the circumstances, unless the Biller already knows about them. We may disclose that the above circumstances have occurred to the institutions listed below the table on page 47. Part D: General conditions Cards, PINs, Passwords and Devices Cards, PINs, Passwords and Devices remain the property of the Bank. We will mail them to you unless reasons such as security prohibit us from doing so, in which case we will notify you of alternative arrangements. NetBank codes may be provided or selected online or over the phone. Telephone Banking passwords can be provided in branches or through 13 2221. To use your account, you must fi rst sign your card(s) and then activate them by calling 13 2221, after which time your card(s) can be used. Once activated, your card(s) is valid only for the period indicated on it and cannot be used after the expiry month on the card(s). You may establish additional logins in NetBank. Additional logins that allow transactions to be made on your account(s) may only be used by you. You must not allow other people to use an additional login that allows transactions to be made on your account(s). Additional logins that do not allow transactions to be made on your account(s) (known as view only access ) may be established for other people. To nominate a specifi c PIN, call into one of our branches. Our staff will be pleased to help. If you want any other people to be able to access your account, we can issue them with cards and PINs, but you must ask us to do so in writing. Unless we are also the applicable Biller, we accept no liability to provide you with a paper bill or statement in any of the following circumstances: 48 49

Section 3: Card and electronic access to your account Daily limit for cash withdrawals and purchases through electronic banking terminals Cash withdrawals and purchases made through ATMs, EFTPOS, overseas using Maestro/Cirrus, MasterCard and Visa Plus networks, post offi ces and other agencies with Electronic Banking terminals are subject to a daily withdrawal limit. Cards issued prior to 28 July 2008 have a default limit of $800. Cards issued on or after this date have a default limit of $1,000. The daily withdrawal limit does not apply if you use the credit option (using your Debit MasterCard) to access your Smart Access or Complete Access account. Withdrawals are also subject to the note denominations available. The card limit is the total amount that can be withdrawn using a PIN from all accounts linked to a card in any one day. To request a higher daily withdrawal limit call 13 2221. If you request a higher daily withdrawal limit, your liability for unauthorised transactions may increase. Letting others have a card If you ask us to do so in writing, we may issue a card and PIN to another person. An additional cardholder must be 16 years of age or over, or for Smart Access or Complete Access, 18 years of age or older. An additional cardholder s use of a card is subject to these Terms and Conditions and we suggest that additional cardholders have a copy of them. You are responsible for an additional cardholder s use of a card and for all the amounts of any withdrawals, purchases or payments an additional cardholder makes using an access method as if you had used that access method to make the transactions. If you or an additional cardholder asks us, we will remove the additional cardholder from your account. This means that we update our records so that the additional cardholder is no longer shown as an additional cardholder. If you wish to stop access by an additional cardholder, you must ask us to remove the additional cardholder and place a stop on the additional card. You may do this either by attending a branch or by phoning us on 13 2221. Making a deposit with an ATM We accept responsibility for the security of deposits lodged at our ATMs. The amount of the deposit is subject to later verifi cation by us. Our count of the funds deposited is regarded as conclusive evidence of the actual amount. If we differ on the amount of the deposit, we will tell you of the discrepancy as soon as possible. How do you cancel or stop a card or other Device? You must tell us in writing if you wish to cancel a card or other Device issued to another user. You can also ask us to place a stop on your account, in which case you and any other user will not be able to make any further transactions on the account until you ask us to remove the stop. Cancellation of a card or a stop will not take full effect immediately. You will continue to be liable for any transaction amounts not yet processed on your Debit MasterCard and for all transactions made using a card or other Device at a time when any of our electronic transaction systems are unavailable, until you have taken all reasonable steps to have the card or other Device returned to us. For Smart Access and Complete Access, you will also be liable for transactions to purchase goods and services at a price below a merchant s authorised fl oor limit, until you have taken all reasonable steps to have the Debit MasterCard destroyed or returned to us. You authorise us to debit any outstanding transaction amounts on your Smart Access or Complete Access account to any other account in your name. Confidential and up-to-date information We take all reasonable steps to ensure that the information available through electronic equipment is correct and updated regularly. We also try to protect your account information from unauthorised access during transmission through electronic equipment, but we will not otherwise be liable for any unauthorised access by any means to that information. Electronic communication With your agreement, we may give you notices and statements of your account electronically by making them available on our NetBank service and sending you an email at your last notifi ed email address informing you that the notice or statement can now be retrieved from NetBank. To receive statements electronically, you also must have registered to use NetBank to make transactions and tell us your email address. We may have restrictions on the types of accounts or customers who can receive statements electronically. It may not be possible to receive statements electronically if you require multiple statements of the account. We will only give you a notice or statement electronically if you have specifi cally agreed to this, we agree, and you have not withdrawn your consent. 50 51

Section 3: Card and electronic access to your account Notices and statements given electronically are taken to be received on the day that the email enters the information system of your internet service provider or the host of your email address. If for any reason we are unable to: provide an electronic statement or notice, we may send you a paper statement or notice; deliver emails to your nominated email address, we may cancel your election to receive statements electronically and may instead send paper statements and notices to your nominated postal address. Disputes Disputes with us If you have a dispute with us, you can invoke the dispute resolution procedure detailed on pages 30 to 31 of this brochure. Disputes with other parties We are not liable if any retailer refuses to accept a card, PIN, password or other code. Unless required by law, we are not responsible for the goods and services a retailer supplies to the user. If the user has any disputes, they must be resolved with the retailer. We are also not responsible for complaints with respect to the goods and services which a retailer supplies to the user if incorrect charging occurred. You must ensure that you enter the correct amount in the electronic equipment before authorising the transaction. You agree that: the amount shown on a sales voucher or any other evidence of a purchase is suffi cient evidence of the purchase; the amount shown on a cash withdrawal voucher, receipt or any other evidence of a cash withdrawal is suffi cient evidence of the cash withdrawal; and the above applies regardless of whether the voucher or other evidence is signed by you. You should pursue any disputes over incorrect charging with the retailer. Safeguarding against unauthorised access to your account Access methods comprise the keys to your EFT account. You must do everything you reasonably can to protect all means of access to your account. That means making sure your cards, PINs, passwords and other codes are not misused, lost or stolen. You may suffer loss if you don t suffi ciently safeguard your cards, user IDs, PINs, passwords or other codes. If you use VoIP, please refer to page 40 for more information. You must report the loss, theft or misuse of a card, PIN, password, Client Number or Device (including NetCode tokens) Scenario What to do What we will do Your card, PIN, password, Client Number or Device may have been lost or stolen. You suspect that someone has knowledge of your or any user s PIN, password or other codes. There has been unauthorised access to your account. What happens if you don t report loss, theft or misuse? If it can be shown that you unreasonably delayed telling us of the loss, theft or misuse of a card, PIN, password, other codes or Devices, then you will be liable for unauthorised transactions that occur on your account. We do not hold you liable for any unauthorised transactions that could have been stopped if the Bank s hotline facilities weren t available at the time you tried to report the loss, theft or misuse. However, you should visit or telephone one of our open branches as soon as possible. Tell us as soon as you become aware. You may suffer loss if you don t tell us. Call our hotline numbers listed on page 83 or visit any branch. If you report the event, we will give you a number that you should keep as evidence of the date and time that you reported the misuse, loss or theft. We will be liable for all losses incurred after you tell us. Ensuring the security of your cards, PINs, passwords, Client Number, other codes or Devices If we believe a card, PIN, password, other code or Device is being used in a way that may cause losses to you or us, we may cancel or withhold its use at any time, without notice. We may cancel Debit MasterCards or Keycards if they are not used for a long period of time. Before using a Debit MasterCard or Keycard that hasn t been used for 12 months or more, you should contact us to ensure that it is still activated. 52 53

Section 3: Card and electronic access to your account Safeguarding your cards and Devices (including NetCode tokens) Always Sign cards immediately upon receipt. Destroy cards when they reach their expiry date or when they are no longer valid. Return cards and Devices to us upon request. Carry cards and Devices whenever possible and regularly check they are still in your possession. Remember to take your card, cash and transaction record with you when a transaction is completed. Never Safeguarding your PINs, passwords or other codes Always Memorise a PIN, password or other code 1 as soon as possible or disguise any PIN or password that is recorded so that others will not be able to decipher it. 2 Destroy PIN, password or other code notifi cations as soon as possible after receiving them or, if a user nominates a specifi c PIN, password or other code, it must not be an obvious word or number (such as a date of birth, middle name, family member s name or driver s licence number) or one which is easily guessed. Take precautions when using e-banking, e.g. be ready to make the transaction when you approach the electronic equipment and never let anyone watch you enter your PIN, password or other code. Check the location of mirrors, security cameras or any other means of observing PIN, password or other code entry and then shield it from anyone. Keep cards and PIN records anywhere near each other, e.g. in a briefcase, bag, wallet or purse. Leave cards and Devices in a car. Keep cards or other Devices and PIN records in one item of furniture, even if in different compartments (e.g. different drawers of the same bedroom dresser). Never Tell or let anyone fi nd out a PIN, password or other code not even family or friends. Record a PIN, password or other code (disguised or not) on a card or computer. Keep a record of a PIN, password or other code in a situation where, if a thief fi nds a card or code they will also fi nd the record of the PIN or password. Liability for transactions Generally speaking, you are liable for any losses arising from the acts and omissions of all users. This includes you and any person authorised by you to carry out EFT transactions on your account. You will be liable for: transactions carried out by you or with your knowledge and consent; transactions carried out by any other user, unless you have told us to cancel that user s PIN, password or other code, and you have taken all reasonable steps to have the card or other Device returned to us; and unauthorised transactions if you or any other user have not made a reasonable attempt to disguise or prevent unauthorised access to a PIN, password or other code. Unauthorised transactions An unauthorised transaction is one which is not authorised by a user, for example, a transaction which is carried out by someone besides you or another user without your knowledge and consent. When you will not be liable for loss due to unauthorised transactions You will not be responsible for any loss resulting from an unauthorised transaction if any of the following apply: it is clear a user did not contribute to the loss in some way; the loss arises after you notify us that any card or other Device used to access the account has been misused, lost or stolen or that the security of a PIN, password or other code used to access the account has been breached; the loss was due to fraud or negligent conduct by any of our employees or agents or the employees or agents of any person (including merchants) involved in the Electronic Funds Transfer network; the loss occurs because any component of an access method was forged, faulty, expired or cancelled; the loss results from a transaction which occurred prior to you or another user receiving a Device or code required to access the account; the same transaction was incorrectly debited more than once to your account; or The EFT Code determines your liability for losses resulting from unauthorised the loss results from any conduct transactions. We have refl ected the relevant expressly authorised by us (provided any EFT Code provisions in the following conditions imposed have been met). sections. Please note, however, that the EFT Code (and the sections below dealing with 1 Excluding NetCode. unauthorised transactions) are not applicable 2 We will not consider that a reasonable attempt has been made to disguise a PIN, password or other code if it is to purchase transactions using your Debit recorded in reverse order; in an easily understood code, e.g. A=1, B=2; as a phone number where no other phone numbers are recorded or as a four digit number, prefi xed by a telephone area code; as a date (e.g. 9/6/63) where MasterCard where you sign to authorise the no other dates are recorded; as a series of numbers or words with any of them marked, circled or in some way transaction (but chargeback protection may highlighted to indicate the PIN, password or other code; as an obvious word or number or one that can be found in be available in that situation). a purse or wallet. 54 55

Section 3: Card and electronic access to your account When you will be liable for loss due to unauthorised transactions Where we can prove on the balance of probability that you contributed to the loss, you will be responsible for losses resulting from unauthorised transactions (refer to page 52 for details on Safeguarding against unauthorised access to your account ) if: Scenario The losses occur before you notify us that a card or other Device used to access the account has been misused, lost or stolen or that the security of a PIN, password or other code used to access the account has been breached as a result of: fraud by any user; any user voluntarily disclosing their PIN, password or other code; any user recording or otherwise indicating one or more PIN, password or other codes on the outside of a card or other Device; any user keeping a record of one or more PIN, password or other codes (without making any reasonable attempt to protect their security) on one article or on several articles which are kept with a card or other Device or which could be lost or stolen at the same time as the card or other Device; any user keeping a record of PINs, passwords or other codes (without making any reasonable attempt to protect their security) which may be used without a card or other Device, on one article or on several articles which could be lost or stolen at the same time; any user selecting or changing any of their PINs, passwords or other codes to one which represents their date of birth or a recognisable part of their name, despite us specifi cally instructing the user not to do so and bringing to their attention the consequences of their doing so; or a user acting with extreme carelessness in failing to protect the security of all their PINs, passwords or other codes. The losses result from your unreasonable delay in notifying us after you become aware of the misuse, loss or theft of a card or other Device used to access an account or that the security of all the PINs, passwords or other codes used to access an account have been breached. What you will be liable for The actual losses which occur before you notify us that: the card or other Device used to access the account has been misused, lost or stolen; or the security of the PIN, password or other code used to access the account has been breached, but only if such breach was the dominant cause of the loss. The actual losses which occur between when you become aware (or should reasonably have become aware in the case of a lost or stolen card or Device) and when you notify us. Limits on your liability for losses Even if losses occur in the previous scenarios you will not be liable for: that portion of any money that has been withdrawn from your account in any one day which is more than the applicable daily transaction limit; that portion of any money that has been withdrawn from your account in a period which is more than any other applicable periodic transaction limit; that portion of any money that has been withdrawn from your account which exceeds the balance of that account (including any pre-arranged credit) when the transaction occurs; that portion of any money that has been withdrawn from an account which we had not agreed with you could be accessed using the access method; and any amount recovered by us in the exercise of our rights (if any) under the MasterCard scheme rules against other parties to that scheme (for Smart Access or Complete Access where the credit option is used). If a PIN, password or other code was needed to perform the unauthorised transactions and none of the circumstances above apply (that is, it cannot be proven on the balance of probability whether or not you contributed to the loss), you will be liable for the lesser of: (i) $150; (ii) the balance of those account(s) (including any pre-arranged credit) from which funds were transferred in the unauthorised transactions and which we had agreed with you may be accessed using the access method; or (iii) the actual loss at the time you notify us (where relevant) that the card or other Device has been misused, lost or stolen or that the security of the PIN, password or other codes has been breached (excluding that portion of any money lost on any one day that is more than the applicable daily transaction or other periodic transaction limits). 56 57

Section 3: Card and electronic access to your account When we may reduce your liability Where you allege that a transaction is unauthorised and we have not placed a reasonable daily or periodic transaction limit, either we or an external dispute resolution body may decide to reduce your liability having regard to: whether the security and reliability of the means used by us to verify that the relevant transaction was authorised by you adequately protected you from losses in the absence of reasonable daily or other periodic transaction limits protection; and if the unauthorised transaction was a funds transfer that involved drawing on a line of credit accessible by the card, PIN, password or other code needed to perform the transaction (including drawing on repayments made to a loan account), whether at the time of making the line of credit accessible by the card, PIN, password or other code, we have taken reasonable steps to warn you of the risk of the card, PIN, password or other code being used to make unauthorised transactions on that line of credit. Changes to Terms and Conditions for card and electronic access Our obligation to give you advance notice as specifi ed below does not apply if changes are required in an emergency to restore or maintain the security of our Electronic Banking systems or individual accounts. Change Introduce or increase a fee or charge relating solely to the use of or the issue of any additional or replacement cards, PINs, passwords or other codes used to access your account. Increase your liability for losses relating to transactions using a card, PIN, password or other code (subject to the liability limits established in these Terms and Conditions). Introduce, remove or adjust the daily transaction limit or other periodical transaction limits applying to the use of your card, PIN, password, other code, an account or electronic equipment. Any other change. Minimum number of days notice Method of notice 30 days In writing 1 unless we cannot locate you. 30 days In writing 1 unless we cannot locate you. 30 days In writing 1 unless we cannot locate you. Before the day of change In writing 1 or by advertisement in the national or local media. If there are a lot of important or a suffi cient number of cumulative changes, we will issue a new brochure setting out all the changes made to the Terms and Conditions in this brochure. We will also give you notice of the variation with an account statement (as applicable). 1 If we agree to provide you with statements and notices electronically, we may provide the notice electronically on our NetBank service and send to your nominated email address an email notifi cation that the notice can be retrieved 58 from NetBank. 59

Section 4: Fees and charges This section describes the available transaction options, and fees and charges which may apply to your account. The fees you will be charged depend on the account you select and the way in which you operate your account. The table on page 62 shows you the types of fees and charges and transaction options that apply to your account(s). Please note that NetBank service fees may also be applicable (see page 71). Please refer to the relevant section for details of the applicable amounts. Exemptions from the Monthly Fee (where applicable) and from withdrawal fees (excluding access fees and NetBank service fees) are available for certain customer groups with eligible accounts (see Exemptions from fees on page 74 and Withdrawals that do not attract any fees on page 78 for more information). Monthly Fee The fee we charge to maintain your account. Page 62 Electronic withdrawal fees Assisted withdrawal fees Cheques negotiated Access fees Overdrawing Approval Fee Fees for common banking services Fees that you pay when you withdraw funds electronically. Page 66 Fees that you pay when you withdraw funds involving the assistance of one of our staff. The fee that you pay for cheques written by you and negotiated through the clearing system. The Bank will charge a fee each time you access funds or make an account balance enquiry through the electronic networks of other fi nancial institutions (including when you use your card for purchases overseas). The fee that you pay if your account is overdrawn or exceeds your agreed overdraft limit (where applicable). We charge fees for different types of banking services and transactions that are not directly applicable to your account. Page 66 Page 66 Page 67 Page 68 Page 69 NetBank service fees Fees that may be charged for some NetBank services. Page 71 Government charges Exemptions from fees Withdrawals that do not attract fees Relationship Balance Governments may levy different types of charges on your account. Some accounts and/or customer groups are exempt from some bank fees and charges. Withdrawals from certain accounts do not attract withdrawal fees. Eligible customers are exempt from a Monthly Fee and/or withdrawal fees (access fees and NetBank service fees may apply). Conditions apply. Page 73 Page 74 Page 78 Page 78 The details in this section are subject to change at the Bank s discretion. To ensure that you have the most up-to-date information, you should telephone us on 13 2221 (24 hours a day, 7 days a week), visit our web site or call into a Bank branch. A paper copy of the up-to-date information will be available to you free of charge from any branch. 60 61

Quick reference to fees and charges Products currently available for sale Products no longer available for sale TRANSACT SAVE PARK/ INVEST Streamline 4 Types of fees you may be charged Smart Access Complete Access Streamline e-access Unlimited Pensioner Security Passbook 8 Option Keycard /Cheque Option Award- Saver Youthsaver NetBank Saver Cash Investment Electronic and Assisted/ Electronic Options Passbook Savings High Performance Cash Cash Management Call Savings Investment Monthly Fee charged to your account on the fi rst business day each month for the previous complete calendar month $4 3 $6 3 $4 2 $6 2 Nil Nil $5 Inactive accounts only 5 Nil Nil $5 $5 2 $5 6 $5 $5 $5 6 Withdrawal fees 3 2 2 Access fees N/A Overdrawing Approval Fee Government charges may apply closure fee Nil Nil Nil Nil Nil Nil Nil Nil Nil Nil Nil Nil Nil Nil Nil Transaction options Unlimited electronic withdrawals each month 7 Unlimited assisted withdrawals each month 7 Electronic up to 15 free electronic withdrawals each calendar month (excludes NetBank service fees) 1 Electronic Option only The Footnotes are listed at end of the table. Table continued overleaf. If at any time there are insuffi cient funds in your account, we are authorised to debit any other of your accounts with the 62 Commonwealth Bank. 63

Quick reference to fees and charges (cont.) Products currently available for sale Products no longer available for sale TRANSACT SAVE PARK/ INVEST Streamline 4 Types of fees you may be charged Smart Access Complete Access Streamline e-access Unlimited Pensioner Security Passbook 8 Option Keycard /Cheque Option Award- Saver Youthsaver NetBank Saver Cash Investment Electronic and Assisted/ Electronic Options Passbook Savings High Performance Cash Cash Management Call Savings Investment Assisted/Electronic up to 2 free assisted withdrawals and 5 free electronic withdrawals each calendar month (excludes NetBank service fees) AwardSaver 1 free electronic withdrawal each calendar month (excludes NetBank service fees) NetBank Saver there are no bank fees or charges on your NetBank Saver 4 Cash Investment up to 5 free electronic and assisted withdrawals each calendar month (with a maximum of 2 assisted withdrawals) (excludes NetBank service fees) Assisted/ Electronic Option only If at any time there are insuffi cient funds in your account, we are authorised to debit any other of your accounts with the Commonwealth Bank. 4 Fees apply to Smart Access, Complete Access or the Streamline. There may be fees when you transfer 1 Electronic withdrawals will be counted in the order they are processed. The Electronic Option applies automatically funds from your Smart Access, Complete Access or Streamline to a NetBank Saver. on eligible accounts unless you have chosen the Assisted/Electronic Option when opening your account. You may 5 The Monthly Fee applies only to inactive AwardSaver s where the balance is less than $500. There choose to switch from the Electronic Option to the Assisted/Electronic Option, or vice versa, at any time. However, if is no Monthly Fee on active AwardSaver s. you change your option, it will not take effect until the following month. Refer to page 66 for more information 6 The Monthly Fee does not apply to inactive Passbook Savings s and inactive Savings Investment regarding the different types of withdrawals and withdrawal fees. s. The Monthly Fee will not be charged from the following month until a customer-initiated transaction 2 Streamline accounts only the Monthly Fee and withdrawal fees (excluding access fees and NetBank service is made. Refer to page 81 for meaning of inactive account. fees) do not apply for customers under 18 years of age and full-time tertiary students. Withdrawal fees (excluding access 7 Excludes ATMs overseas, EFTPOS and Debit MasterCard transactions overseas or involving currency conversion, fees and NetBank service fees) do not apply for 18-20 year olds not engaged in full-time tertiary studies. transfer group payments to third parties, International Money Transfers and separate services such as bank cheques, 3 Smart Access and Complete Access the Monthly Fee and withdrawal fees (excluding access fees and NetBank periodic payments and transfers/deposits to other banks. Smart Access and Streamline e-access also excludes service fees) do not apply for full-time tertiary students. Smart Access and Complete Access withdrawal fees (excluding assisted withdrawals and cheques written. 64 access fees and NetBank service fees) do not apply for 18 24 year olds not engaged in full-time tertiary studies. 8 Existing account holders only no longer available for sale. 65

Section 4: Fees and charges Electronic withdrawal fees Transfer from your account made at a Commonwealth Bank ATM. Direct entry debit or periodical payment. All transfers or bill payments made through NetBank and Telephone Banking. Cash withdrawal or purchase made via EFTPOS. Cash withdrawal from your account made at a Commonwealth Bank ATM in Australia. $0.30 each Any withdrawal fee(s) that accrue in a calendar month will be charged to your account on the fi rst business day of the following month. $0.50 each Any withdrawal fee(s) that accrue in a calendar month will be charged to your account on the fi rst business day of the following month. These fees are charged on the different types of electronic withdrawals you make on your account in excess of those included in the Transaction options listed on page 62 to 65. Assisted withdrawal fees A withdrawal made over the counter at a Commonwealth Bank branch. A withdrawal made over the counter at a postal or private agency (including EFTPOB/ Bank@Post). A cheque issued on your account and cashed over the counter at any Commonwealth Bank branch. A withdrawal made via Telephone Banking using an operator. Cheques negotiated All cheques written by you and negotiated through the clearing system excluding cheques cashed over the counter at any Commonwealth Bank branch. $2.00 each Any withdrawal fee(s) that accrue in a calendar month will be charged to your account on the fi rst business day of the following month. $1.00 each Any withdrawal fee(s) that accrue in a calendar month will be charged to your account on the fi rst business day of the following month. Access fees Overseas transactions Withdrawals or balance enquiries through ASB Bank ATMs in New Zealand, Commonwealth Bank ATMs in Indonesia and Commonwealth Bank ATMs in Vietnam. Withdrawals, balance enquiries or purchases through Maestro and Cirrus, MasterCard or Visa Plus networks of electronic terminals overseas (or any purchase using your Debit MasterCard overseas or that involves currency conversion). AUD$2.00 The fee is charged to the account at the time of the withdrawal or enquiry. Maestro (EFTPOS) or Debit MasterCard purchase transaction AUD$1.00 plus 2.00% of the transaction value Cirrus, MasterCard or Visa Plus ATM balance enquiry AUD$2.00 Cirrus, MasterCard or Visa Plus ATM cash withdrawal AUD$5.00 plus 2.00% of the transaction value These fees are charged for each withdrawal, account balance enquiry or purchase you make through the ATM, Maestro/Cirrus, MasterCard and Visa Plus networks mentioned above or any purchase you make using your Debit MasterCard overseas or that involves currency conversion. No exemptions or concessions apply to access fees. No fee is charged for any transaction that fails as a result of either customer or network error. These transactions are not counted as withdrawals in the transaction options described in the table on page 62. Note: The Bank does not charge Access Fees on withdrawals or account balance enquiries on transaction and savings accounts through non-commonwealth Bank ATMs in Australia. However, ATM owners may charge a fee, which will be disclosed at the time of the transaction. If you proceed with the transaction, the ATM owner s fee will be debited to your account (in addition to the withdrawal amount, if applicable). You should check the ATM owner s fees that apply carefully before completing transactions at non-commonwealth Bank ATMs in Australia. 66 67

Section 4: Fees and charges For foreign currency transactions Visa International (Visa) converts purchases and withdrawals in foreign currencies into Australian dollar equivalents at the rates set by Visa on the day Visa processes the purchases or withdrawals. MasterCard International Incorporated (MasterCard) converts purchases and withdrawals in United States dollars into Australian dollar equivalents, and converts purchases and withdrawals in other foreign currencies into United States dollar equivalents and then into Australian dollar equivalents, at the rates set by MasterCard on the day MasterCard processes the purchases or withdrawals. Withdrawals made at the ATMs of ASB Bank in New Zealand and Commonwealth Bank in Vietnam are converted by Commonwealth Bank into Australian dollar equivalents at a rate set by us on the day the transaction is processed. Withdrawals made at the ATMs of the Commonwealth Bank in Indonesia are converted into Australian dollar equivalents by Commonwealth Bank in Indonesia at a rate set by it on the day the transaction is processed. Overdrawing Approval Fee A maximum of one charge applies per account per day irrespective of the number of transactions honoured. The fee will not be charged on any day there is a dishonour against the account. $30.00 The fee is charged on the day we honour such a transaction(s). This fee is charged when the Bank honours a transaction(s) made or authorised by you which results in the account overdrawing or exceeding the agreed overdraft limit established for the account. The fee applies to the following accounts: Smart Access or Complete Access; Streamline ; AwardSaver ; High Performance Cash ; Cash Management Call and Cash Investment. Fees for common banking services You are liable to pay and the Bank debits to your account any fees and charges which are ancillary to the operation of your account. The fee is charged on the day the service(s) are provided. For the latest fee information and fees for other common banking services, please refer to our Common Banking Services Standard Fees and Charges brochure available by calling 13 2221 or from any Commonwealth Bank branch. A paper copy will be provided without charge on request. Banking services Dishonoured cheques and debits Fees Items drawn on your account and dishonoured $35.00 Periodical payments or transfers Per payment or transfer plus transfer fee, bank cheque fee, and postage as applicable Recent Transaction List Issue of a Recent Transaction List at a Commonwealth Bank ATM Special clearance of cheques/bills $1.80 $0.50 each Per item $15.00 Where Bank staff are used to seek clearance of the cheque by $60.00 per hour attending the other fi nancial institution (minimum $30.00 plus out-of-pocket expenses) 68 69

Section 4: Fees and charges Banking services Statements of account Issue of photocopy/microfi che copy Electronic issue of recent statement/transaction list (not via an ATM) Issue of duplicate simultaneously with original statement Out of cycle statement Stop payment notice Fees $7.00 each $2.50 each $2.50 each Nil When you ask us to stop payment on a cheque you have written $15.00 per request 1 Transfers/Deposits to accounts at other banks (in addition to the transfer fee noted on the previous page under Periodical payments or transfers ) Where our customer is remitting $3.50 Where non-customer is remitting $10.00 (plus $2.00 per $100.00 cash plus 50c for each cheque) Vouchers Payable if you ask us to retrieve a voucher (i.e. paid cheques, deposit/withdrawal slips, duplicate butt) that records a transaction on the. Voucher request $4.00 per voucher (minimum charge $12.00) Numerous voucher request $60.00 per hour spent to retrieve vouchers International and foreign currency services The Bank offers many international and foreign currency services including International Money Transfers and issuing and negotiation of drafts and other overseas payments. Details of the fees applicable to these services can be obtained from the brochure International and Foreign Currency Services available at any Branch or on our web site at commbank.com.au. NetBank service fees The fees below may apply to your use of NetBank. These fees may be charged in addition to any other applicable fee(s) described in this brochure. Name of fee and description Amount of fee When fee is charged to account Third party payments within a transfer group Third party payments are free except for each third party payment within a transfer group in excess of 3 per calendar month. Note: A transfer group is a pre-defi ned batch of payees, which enables more than one payment to be made with a single debit transaction to your account. A typical use would be for payroll. A transfer group can contain both third party and linked accounts. You will only be charged for the third party payments within a transfer group. International Money Transfers (IMT) IMT Fee Up to $22.00 each 2 $0.50 each The fee is charged when each additional third party payment within a transfer group is processed and will be debited to the account from which the third party payment is made, unless fees cannot be charged to that account or you nominate a fee account. The fee is charged when each transfer is processed and will be debited to the account from which the transfer is made. Amendment to detail $25.00 each This fee is charged when amendments to the original IMT are requested by the customer (i.e. benefi ciary name, bank details or address) or where the overseas bank is unable to effect payment on the information originally provided. 1 A request is defi ned as a grouping of cheque(s) on the same account, requiring payment to be stopped at the 70 same time. 2 Depending on the destination country and the delivery method selected (if applicable). 71

Section 4: Fees and charges Name of fee and description Amount of fee When fee is charged to account International Money Transfers (IMT) cont. IMT advice of fate (trace) fee 3 $20.00 each The fee is charged when each trace request is received and will be debited to the account from which the transfer was made. Cancellation and return of cover fee 3,4 $35.00 each The fee is charged if you request to cancel an IMT where it has already been submitted, but has not yet been transferred to the benefi ciary. This fee will be debited to the account from which the transfer was made. File imports A fee is charged each time you import payments into NetBank from a fi le (such as MYOB). Dishonour Fee If there are insuffi cient available funds to make a scheduled payment. Trace Fee If you request confi rmation that a third party payment was received at the destination account. $2.50 per import The fee is charged when the fi le is imported and will be debited to an account nominated by you. $35.00 each The fee is charged to the account if we are unable to debit the account after fi ve attempts. 5 $25.00 per transaction The fee is charged when you request the Bank to initiate the trace. Name of fee and description Amount of fee When fee is charged to account Recovery Fee If you request the Bank to attempt a recovery of a third party payment. Charged in addition to the Trace Fee. Note: Recoveries are performed on a best endeavours basis and the fee is levied whether recovery is successful or not. Rejected Transaction Fee A fee is charged for each payment transaction(s) that is rejected due to invalid destination account details. Stop Cheque Fee When you ask us via NetBank to stop payment on a cheque you have written. Replacement NetCode Token Fee When you tell us that your NetCode Token has been lost, stolen or broken. $25.00 per transaction The fee is charged when you request the Bank to attempt recovery. $2.50 per transaction The fee is charged when the payment is rejected and will be debited to the account from which the payment is made or a nominated account for fees and charges. $15.00 per request 6 The fee is charged to the account when you request the Bank to stop payment. The fi rst replacement token is free. If you require more than one replacement token within any 12 month period from the date you register your fi rst token, a charge of $25 per token applies. The fee is charged when you request a replacement NetCode Token. Government charges Any Government taxes, duties and charges that accrue in a calendar month will be charged to your account on the fi rst business day of the following month. However, see page 19 for details of fee charged for the Australian Government Guarantee Scheme for Large Deposits 3 Messages sent to certain countries can require several follow-ups which are charged at $10 per follow-up message sent. and Wholesale Funding. 4 This is a request only and is dependent on the overseas bank obtaining the relevant debit authority to be able to return funds. If funds are returned in foreign currency, they will be converted on the next business day using the telegraphic Stamp duty of $0.20 is payable on cheques in Norfolk Island. transfer buy rate. 5 NetBank will make the fi rst attempt on the day on which your schedule is due; however, further attempts will be made 6 A request is defi ned as a cheque or a range of cheques with consecutive serial numbers on the same account, 72 by NetBank on subsequent business days. requiring payment to be stopped at the same time. 73

Section 4: Fees and charges Exemptions from fees Exemption categories MAF Monthly Fee W dal Fees Withdrawal Fees (access fees and NetBank service fees may apply) TRANSACT SAVE PARK/INVEST Smart Access and Complete Access MAF W dal Fees Streamline 1 MAF W dal Fees Pensioner Security MAF AwardSaver W dal W dal Fees MAF 2 Fees Youthsaver MAF W dal Fees NetBank Saver MAF W dal Fees Passbook Savings 3 MAF W dal Fees Savings Investment 3 MAF W dal Fees High Performance Cash 3 MAF W dal Fees Cash Management Call 3 MAF W dal Fees Cash Investment MAF W dal Fees Relationship rebate Customers with a Relationship Balance of $50,000 or more (refer to page 78 for further details). N/A N/A N/A N/A N/A Pensioner concession Customers in receipt of an Australian War Veteran or Aged Pension. This concession is only available on the account to which the pension is directly credited and applies in the following month. 2 extra assisted w dals 2 extra assisted w dals N/A 2 extra assisted w dals N/A N/A N/A N/A 2 extra assisted w dals 2 extra assisted w dals 2 extra assisted w dals 2 extra assisted w dals Under 18s Customers who are under the age of 18 and personal trust accounts where the benefi ciary of the account is under 18. When there is more than one party to an account, the application of the exemption will be based on the age of the oldest account holder. 18 20 year olds not in full-time tertiary studies Where there is more than one party to the account, the application of the exemption will be based on the age of the oldest account holder of the account. 21 24 year olds not in full-time tertiary studies Where there is more than one party to the account, the application of the exemption will be based on the age of the oldest account holder. Full-time tertiary students applies on presentation of suitable student identifi cation. N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A 1 Exemptions shown apply to Streamline e-access, Streamline Unlimited, Electronic and Assisted/Electronic transaction options. 2 MAF will only be charged on AwardSaver s when the account becomes inactive. Exemptions are indicated by a tick (). N/A means either there are no fees charged and thus no fee exemption is 3 Details for Passbook Savings, Savings Investment, High Performance Cash and Cash 74 applicable, or the exemption is not relevant to this account/customer. Blank means there is no exemption available. Management Call are for existing account holders only. 75

Section 4: Fees and charges Exemptions from fees (cont.) Exemption categories MAF Monthly Fee W dal Fees Withdrawal Fees (access fees and NetBank service fees may apply) TRANSACT SAVE PARK/INVEST Smart Access and Complete Access MAF W dal Fees Streamline 1 MAF W dal Fees Pensioner Security MAF AwardSaver W dal W dal Fees MAF 2 Fees Youthsaver MAF W dal Fees NetBank Saver MAF W dal Fees Passbook Savings 3 MAF W dal Fees Savings Investment 3 MAF W dal Fees High Performance Cash 3 MAF W dal Fees Cash Management Call 3 MAF W dal Fees Cash Investment MAF W dal Fees Disabled customers Customers who are reliant on over-the-counter services because of a disability that prevents them from using Electronic Banking facilities can apply for this exemption at their local branch. The exemption will apply to a nominated account. AwardSaver balance For inactive AwardSaver accounts where the balance of the account is greater than or equal to $500. Wealth Package Eligible Wealth Package customers where an annual package fee is paid. Complete Home Loans Commonwealth Bank Complete Home Loan customers who obtained their home loan on or before 31 October 1997 to assist in the purchase of the property in which they live. The exemption will be applied for as long as that loan remains current. Inactive accounts If your account remains unused for 6 consecutive months (commencing from the following month). Applies to MAF only. N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A 1 Exemptions shown apply to Streamline e-access, Streamline Unlimited, Electronic and Assisted/Electronic transaction options. 2 MAF will only be charged on AwardSaver s when the account becomes inactive. 76 Exemptions are indicated by a tick (). N/A means either there are no fees charged and thus no fee exemption is applicable, or the exemption is not relevant to this account/customer. Blank means there is no exemption available. 3 Details for Passbook Savings, Savings Investment, High Performance Cash and Cash Management Call are for existing account holders only. 77

Section 4: Fees and charges Withdrawals that do not attract any fees The following withdrawals do not attract withdrawal fees and are not included in the calculation of withdrawals in the Electronic Option or the Assisted/Electronic Option: direct entry debits to repay Commonwealth Bank Home and Personal Loans or CBFC Limited or Commonwealth Development Bank direct entry loan repayments; direct entry debits for Commonwealth Bank Mortgage Fund and The Colonial Mutual Life Assurance Society Limited; and debits for Bank and Government charges. Relationship Balance If you: have an aggregate of savings and borrowings of $50,000 or more (Relationship Balance) as at the second last business day of the month held in the eligible Commonwealth Bank accounts listed on page 79 which you own either individually or jointly then in the following month you are exempt from certain fees as shown in the table on pages 74 to 77 on those accounts which are: held by you individually. The Relationship Balance is calculated from accounts held by you individually as well as any accounts held by you jointly. The balance of a joint account is apportioned equally among the parties to the account. held by you jointly. The Relationship Balance is calculated only from accounts held by you jointly with the same joint account holders. Contributing eligible accounts s that contribute to the Relationship Balance Accelerator Cash, Base Variable Rate Home Loan*, Base Variable Rate Investment Home Loan*, Austudy/Abstudy Loans, AwardSaver, CALIA Transaction Facility, Campus Loan, Cash Investment, Cash Management Call, Complete Access, Complete Home Loan, Commonwealth Direct Investment, Farm Management Deposit, Fully Drawn Loan, High Performance Cash, Home Equity Facility, Investment Home Loan, Line of Credit (Colonial branded), Money Market Call, Mortgage Interest Saver, NetBank Saver, Passbook Savings, Pensioner Security Keycard/Cheque, Pensioner Security Passbook, Personal Credit Line, Personal Loan, Premium Banking, Private Banking, Viridian Line of Credit, Residential Property Investment Loan, Savings Investment, Smart Access, Streamline (including Streamline Overdraft), Term Deposit, Term Loan. s that do not contribute to the Relationship Balance All non-personal accounts, CBFC Products, Commercial Bills, Commonwealth Bank Investment Bonds, Commonwealth Financial Services products, Credit Cards, Development Bank products, First Home Saver s, Homepath products, Superannuation Savings, Security Investments (Negotiable Certifi cates of Deposit), Youthsaver. * Includes Commonwealth Bank and Colonial branded facilities. 78 79

Meanings of words If we use an example to show the meaning of a word, the meaning of the word is not limited to that one example or examples of a similar kind. A reference in this document to the singular includes the plural and vice versa. Access method A method we make available to users in order for them to give us instructions which we will rely on and act on to debit or credit an EFT account. An access method involves the use of components including devices, identifi ers and codes or a combination of these. It does not include a method where the comparison of the appearance of a manual signature with a written specimen is the principal means of authenticating a user s authority to give the instruction. An account referred to on the front cover of this brochure. holder The person(s) in whose name the account is held. Authorisation The process some merchants follow to confi rm that there are suffi cient funds available in the account for the transaction. BPAY Biller An organisation which issues bills to customers, which customers can pay through the BPAY Scheme. BPAY Payment A payment to a BPAY Biller through the BPAY Scheme. BPAY Scheme or BPAY The electronic payments scheme through which you may instruct us to make payments (BPAY Payments) on your behalf to organisations (Billers) who have advised that you can make payments to them through this scheme. We will tell you if we cease to be a member of the BPAY Scheme. BPAY View A scheme through which you can receive or access bill summaries or access bill statements electronically from participating Billers nominated by you. You may access such bill summaries through NetBank. BPAY and BPAY View are registered trademarks of BPAY Pty Ltd ABN 69 079 137 518. Business day A day that is not: a Saturday or Sunday; or a public holiday, special holiday or bank holiday in the place in which any relevant act is to be done or may be done. Card Scheme Rules The debit card rules of MasterCard International Incorporated, which apply to all transactions effected with the Smart Access or Complete Access account using the credit option. Client Number Means the number we give you which, together with your password, allows you to access your account through the Internet banking service that we may offer you from time to time. Apart from you and us, no one else should know your client number. A client number is a code as referred to in the EFT Code. Code Information (for example, a PIN, password or answers to your Personalised Identifi cation Questions) which: is known to a user and is intended to be known only to the user, or only to the user and us; we require the user to keep secret; and which the user must provide (in any manner which we approve) to or through a device or electronic equipment in order to access an EFT account. Communication network The communication network through which we make a service available to you from time to time. Device A physical device (for example, a card) used with electronic equipment to access an EFT account. e-banking A range of banking services that utilise electronic equipment including Telephone Banking, NetBank, ATMs, Debit MasterCard, Keycards, BPAY and BPAY View, EFTPOS, Maestro/Cirrus, MasterCard, Visa Plus, Automated Funds Transfers (AFTs) and Deal Direct. EFT account An account for your personal use (not being an account designed primarily for use by a business and established for business purposes) maintained by us, and which belongs to an identifi able account holder who is a customer of ours and which we permit a user to initiate an EFT transaction from or to. EFT transaction A funds transfer either from or to an EFT account and which is initiated by the giving of an instruction through electronic equipment using an access method. Electronic equipment Includes electronic terminal, computer, television, telephone and mobile telephone. Eligible pension or allowance Includes Aged Pension, Disability Support Pension, Carer s Pension, Wife s Pension, Widow s Pension, Australian War Veteran Pension and Mature Age Pension. (For Pensioner Security only.) Inactive account When no customer-initiated transactions are made on the account for 6 complete consecutive calendar months. NetCode A randomly generated number, provided as a result of using either a NetCode Token or NetCode SMS. NetCode SMS A Bank-generated NetCode received through your mobile phone to facilitate Two Factor Authentication. NetCode Token A Device that generates a NetCode and is used to facilitate Two Factor Authentication. Our Belonging to the Commonwealth Bank of Australia ABN 48 123 123 124. 80 81

Meanings of words Where to get help PayPass A way to pay for a purchase by tapping your Debit MasterCard on a special PayPass reader. If your purchase is $35.00 or under, there is no need to sign a receipt or enter a PIN. Pensioner A retired person or independent retiree who is at least 55 years of age, or in receipt of an eligible pension or allowance from the Commonwealth Department of Family and Community Services or Department of Veterans Affairs. Personalised Identification Questions Pre-arranged security questions that may be asked when you wish to perform certain transactions or use certain functions in NetBank. The correct answers must be provided or the transaction cannot be made or that function used. PIN Personal Identifi cation Number. Relationship Balance Your combined total balances of eligible accounts held with the Commonwealth Bank. Schedule (NetBank only) A request for a payment or transfer of funds for processing at a future date nominated by you. Statement period Each period for which we draw up a statement of your account or would have drawn up a statement if: you and each other user had kept to these Terms and Conditions; or there had been a transaction (other than our writing off an amount you owed us) on your account since the date we last drew up a statement. Transfer Transfer of funds that you instruct us to make to any of your Commonwealth Bank accounts, your Commonwealth Bank Traveller s Cash card, or other fi nancial institution transaction accounts (excluding Home Loans, Personal Loans and credit cards). Two Factor Authentication Is where your NetCode is required to authenticate you as a user in combination with your existing Client Number and password. User Includes you and any person authorised by you to perform EFT transactions on your EFT account. VoIP (Voice over Internet Protocol) Involves the transmission of telephone calls via the Internet. Please refer to page 40 for more information. We, us and the Bank Commonwealth Bank of Australia ABN 48 123 123 124. You and your The account holder. In the case of Youthsaver only also includes parent/ guardian or other adult who signed the application form to open the account. I want to Get help understanding something in this brochure Open an account Activate my Debit MasterCard, Keycard or credit card Request a higher daily withdrawal limit Obtain the balance on my account Establish a password for Telephone Banking Report a lost or stolen passbook Report a Debit MasterCard, credit card or Keycard lost or stolen in Australia Request a statement to be sent more frequently Request a copy of the Bank s privacy policy Advise of a change in personal details Report a Debit MasterCard, credit card or Keycard lost or stolen when overseas Report unauthorised transactions on my account Obtain a Youthsaver application form Obtain details of the Bank s current fees Obtain current interest rates and special interest rate offers Who to contact Call 13 2221 (24 hours a day, 7 days a week) or visit your local Commonwealth Bank branch. If calling from overseas call +61 13 2221. Call +61 13 2221 (24 hours a day, 7 days a week), notify any fi nancial institution displaying the sign for that brand of card (e.g. MasterCard sign), phone the relevant hotline number listed in our Credit Cards Conditions of Use brochure or visit our web site: commbank.com.au Call 13 2221 (24 hours a day, 7 days a week), visit your local branch, or if calling from overseas call +61 13 2221. Call 13 2221 (24 hours a day, 7 days a week), or visit any school participating in Student Banking. Call 13 2221 (24 hours a day, 7 days a week), visit your local branch, or visit our web site: commbank.com.au 82 83

Where to get help I want to Register to use NetBank Get help with using NetBank Register to use BPAY View Find out more about BPAY Telephone Banking for hearing or speech impaired customers Get help with EFTPOS terminals Get help moving to Australia Make a complaint to Customer Relations, or contact them to access personal information Take a complaint to the Ombudsman General branch opening hours Who to contact Call 13 2221 (24 hours a day, 7 days a week) or visit NetBank on our web site: commbank.com.au/netbank Call 13 2221 (24 hours a day, 7 days a week) or if calling from overseas call +61 13 2221. Call 13 2221 (24 hours a day, 7 days a week) or register on our web site: commbank.com.au/netbank Call 13 2221 (24 hours a day, 7 days a week). Contact us via the National Relay Service (NRS) (24 hours a day, 7 days a week): TTY users phone 133 677 then ask for 13 2221 Speak and Listen (speech-to-speech relay) users phone 1300 555 727 then ask for 13 2221 Internet relay users connect to the NRS (via www.relayservice.com.au) and then ask for 13 2221. The EFTPOS Helpdesk (1800 022 966 1 is available 24 hours a day, 7 days a week). Contact International Customer Service on our web site commbank.com.au/movingtoaustralia or if in Australia call Freecall 1 1800 188 888 (24 hours a day, 7 days a week), or if overseas call 61 2 9762 0920 (24 hours a day, 7 days a week). Write or fax your letter to: Customer Relations Department, Commonwealth Bank Group, Reply Paid 41, Sydney NSW 2001 (fax: 1800 028 542) or Freecall 1 1800 805 605. You can also email your complaint by completing the e-form on the web site: commbank.com.au/contactus/comment.asp Write or fax your letter to Financial Ombudsman Service GPO Box 3, Melbourne Victoria 3001 (fax: 03 9613 6399), or call 1300 78 08 08. Or visit its web site: www.fos.org.au Monday to Thursday: 9.30 am to 4 pm. Friday: 9.30 am to 5 pm. For the convenience of our customers, several branches open beyond these standard hours and on weekends. Please visit our web site: commbank.com.au/findus for details. 1 A free call unless made from a mobile phone, in which case it will be charged at the applicable mobile rate. 84

13 2221 24 hours a day, 7 days a week commbank.com.au Commonwealth Bank of Australia ABN 48 123 123 124

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