SmartCard Frequently Asked Questions

Where can I get a TCU SmartCard?

You can get a temporary TCU SmartCard at a TCU branch. 

You can also get one at select Services Australia service centres, participating Agents, or from a Services Australia Remote Servicing Team. You can find more information on where you can get a card by selecting the state or territory you are in:

•             Northern Territory 

•             Queensland 

•             Western Australia

•             South Australia .

Once your temporary card is activated, your personalised SmartCard is sent in the mail. When you receive your personalised SmartCard, follow the instructions included to activate it.

 

Do I have to use the point-of-sale terminal device to authorise every SmartCard presented?

Yes.  SmartCard transactions are processed like all other debit cards, and must be processed through your terminal when a purchase is being made.

Where can the SmartCard be used?

The SmartCard can be used at almost any merchant that accepts Visa or eftpos.  The SmartCard can be used at merchants all over Australia or online unless the merchant primarily sells restricted items that is prohibited under the program.  A list of blocked business categories and merchants can be found here.

Can SmartCards be used in an offline situation?

No.  If your point-of-sale system or the network is not operating (i.e. it is offline) then the SmartCard cannot be used for payment of goods and services.  It is recommended that you request the cardholder use another form of payment or return when the system is online.

What are the restricted items that cannot be purchased using a SmartCard?

Restricted goods include:

  • Alcohol
  • Tobacco products
  • Pornography
  • Gambling goods and services (excluding lottery tickets and Scratchies)
  • Cash-like products, gift or prepaid cards that allow cardholders to access cash or purchase alcohol or gambling products
  • Any other goods or services determined by the Commonwealth of Australia in accordance with the (Social Security Administration) Act 1999 (Cth).

What do I do if a SmartCard purchase transaction is declined?

SmartCards are to be treated like any other Visa or eftpos Debit Card product, however we recommend that you check the following:

The network may be offline.  Ask the customer to provide another payment type or return when the payment system is online.  SmartCards cannot be processed when the system is offline, as a PIN is required for the transaction to be validated.

The card’s chip or magnetic stripe may be damaged (a damaged card message will appear on the keypad screen).  Advise the cardholder that they will need to contact TCU to replace their card.

There may be insufficient funds left on the card for the transaction (the response code will display as ‘51’ on the terminal).  Ask the customer to provide another form of payment.

The cardholder may have forgotten their PIN (the response code will display as ‘55’ on the terminal).  Ask the cardholder to re-enter the correct PIN.

The terminal may be blocked.  This would only occur if your business sells both restricted and unrestricted goods and you have signed an agreement.  Ask the cardholder to use the approved terminal.

Can a Merchant that sells restricted goods participate in the SmartCard program?

In certain circumstances, yes.  If a merchant sells both restricted and unrestricted goods, they may be able to accept the SmartCard in their business if they sign an agreement to prevent the purchase of any restricted goods on a SmartCard.

Services Australia is also working with merchants to assess their capabilities for implementing new technology that automatically prevents the purchase of restricted items with a SmartCard.

Merchants who sell both restricted and unrestricted goods and wish to accept the SmartCard can contact Services Australia to discuss options. Merchants that only sell restricted goods cannot accept the SmartCard.

Can a refund transaction be made onto a SmartCard?

Yes.  Refunds to a SmartCard should only be performed for purchases made with the SmartCard.  No cash is to be provided as a refund where the purchase was made with a SmartCard.

Can the SmartCard be used to make online, phone and mail order purchases?

Yes.  The SmartCard can be used for purchasing goods and services at online merchants and over the phone or mail order purchases, unless the merchant sells restricted items, or falls into a category of business that is prohibited under the program.  A list of blocked business categories and merchants can be found here.

Can a SmartCard cardholder withdraw cash with their SmartCard?

No.  Cash is not accessible through the SmartCard nor will cash-out work with the SmartCard at the point-of-sale.  If a SmartCard participant is receiving a refund on an item they purchased with the SmartCard, the merchant should not provide cash as a refund.

Can change be given on a SmartCard transaction?

No.  The value of the goods purchased should be the amount processed to the SmartCard.

How do I change the ‘tap to pay’ settings?

You can choose to have contactless on or off.  To make contactless payments using your SmartCard, log in to your online account or TCU SmartCard eIM mobile app and go to ‘settings’ then ‘transaction settings’. 

Once you have selected to turn “ON” the contactless function on your SmartCard, you will need to make one purchase using your PIN number. After this initial transaction you can pay by tapping your card on a payWave enabled terminal and waiting for the transaction to be confirmed.  There is no need to enter a PIN for purchases of $100 or less (or $200 or less at some businesses).

If you would like to turn off contactless payments, log in to your online account or TCU SmartCard eIM mobile app and go to ‘settings’ then ‘transaction settings’ to turn “OFF” the contactless function on your SmartCard. You can call our Customer Service Centre on 1800 828 232 (freecall) for assistance.

What time do bank outgoing transfers occur?

Transfers from TCU SmartCard Account to another account that is not a TCU SmartCard Account will be processed twice daily at 4am and 4pm (AEST).  All recurring payments will occur at 4am, so you will need to ensure there are sufficient funds in your account to meet any recurring payments by 4am of the day the payment is to be made.  In the event there are insufficient funds in your TCU SmartCard Account by 4am the recurring payment will not be made and no money will be deducted from your account.  Note that if the payment is to a business, the business may charge a fee for a missed payment.

To make adjustments (e.g. start, stop, or adjust) to recurring payments you will need to log in to your online account or TCU SmartCard eIM mobile app and make changes the day before the payment is due.

When you make a BPAY Payment, the funds will be immediately deducted from your account on the date you make that BPAY Payment, if it is before 5 pm (AEST) on a business day.  If a BPAY Payment is made after 5pm or on a non-business day this payment will be processed on the next business day.

Can I pay my bills at an Australia Post Office?

You can pay your bills at an Australia Post Office by using Post Billpay.  There is no need to register to pay a bill using Post Billpay, simply go to www.postbillpay.com.au and follow the steps to pay your bill.  Billers who accept Post Billpay as a payment method will have the Post Billpay logo displayed on your bill.  There are a number of businesses that offer this service.  For more information please visit https://www.postbillpay.com.au/help/bill-payments.

What if I have a complaint?

If you want to submit a complaint or provide feedback about the TCU SmartCard, you can call our Customer Service Centre on 1800 828 232 (freecall).

If your complaint cannot be resolved using our Internal Dispute Resolution process, we will refer you to an External Dispute Resolution scheme approved by the Australian Securities and Investment Commission (ASIC).  The following document explains our complaints and dispute resolution process.

For further information about the SmartCard enhanced Income Management program:

I tried to buy something from a website that doesn’t sell alcohol or gambling products and my SmartCard was declined, what should I do?

In this instance, please speak to one of our Customer Service Centre staff on 1800 828 232 (freecall) and they will be able to look into the reason for the declined transaction.

Why won’t my local shop accept my SmartCard?

If your local shop primarily sells restricted goods such as alcohol, tobacco products or allows gambling activities, it will be blocked.

If the shop does not primarily sell restricted items and still refuses to accept your SmartCard, call the Customer Service Centre on 1800 828 232 (freecall) to discuss the issue. View more information on where you can shop.

My SmartCard was declined when I tried to buy food, what should I do?

There are a number of reasons why your SmartCard may decline.  You should contact the Customer Service Centre on 1800 828 232 (freecall) and they will be able to review your SmartCard Account and tell you why your SmartCard was declined.  Alternatively, you can check whether the store has been blocked by searching the Blocked Merchants List. 

If you have registered for SMS alerts you will receive an SMS message after the transaction has been declined to show the reason for your card not working.

Something was bought with my SmartCard and it wasn’t me, what should I do?

If you see a transaction on your SmartCard Account that you did not make, or your SmartCard is lost or stolen, you should immediately call the Customer Service Centre on 1800 828 232 (freecall) or 1800 621 199 outside business hours.  If a transaction was not made by you, it could be fraud and a block will need to be placed on your SmartCard and/or account.  This is to stop further charges being made to your SmartCard Account. 

You can block your own SmartCard by going online and following the steps below:

  • Log in to your SmartCard Account or TCU SmartCard eIM mobile app
  • Click on the Settings link
  • Click on the Block Card link
  • Click on Block Card button.

Once you block your SmartCard, it cannot be unblocked and you will need to request a new SmartCard be sent to you.  Remember that when you block your SmartCard, you are not blocking your online SmartCard Account.

Depending on where you live, you may be able to pick up a temporary SmartCard from your nearest TCU Branch or a Services Australia.  Contact the TCU Customer Service Centre on 1800 828 232 (freecall) to find the nearest TCU branch that has temporary cards available or the SmartCard Hotline on 1800 252 604 (freecall) to find the nearest Services Australia location with TCU temporary cards available.

The amount of welfare deposited into my SmartCard Account is incorrect, what should I do?

If the welfare payment in your SmartCard Account is incorrect, you will need to contact Services Australia.  TCU has no control over the money Services Australia pays you.

Can my SmartCard be used at a place that mostly sells alcohol and some food, such as pubs?

You may be able to use your SmartCard to purchase goods and services at a store that mainly sells alcohol or other restricted goods (such as gambling products or specific gift and prepaid cards) as well as other unrestricted goods or services (such as food or accommodation) if that store has arrangements in place not to process transactions that include restricted goods.  These stores are referred to as “Participating Mixed Merchants”.

Can my SmartCard be used at a place that mostly sells food but some alcohol, like a café?

Yes.  Most cafés will accept your SmartCard for the purchase of food.  If for any reason a café or other store is blocked whose primary activity is not the sale of a restricted good, then the store will be listed on the Blocked Merchants List.

Can I give my SmartCard to someone else to use?

No.  This is your SmartCard and it should not be given to anyone else to use.

Can I use my SmartCard to place a bet on the horses?

No.  Gambling or placing bets of any kind is not permitted with your SmartCard.  If you do try to gamble or place a bet online or in person, your transaction will be declined.

Can I use my SmartCard to buy beer?

No.  Buying beer and all other types of alcohol is not permitted with the SmartCard.

Can I shop online with my SmartCard?

Yes.  You can shop at most online stores using your SmartCard. Online stores where you cannot use your card are listed on the Blocked Merchants List. 

Can I use PayPal to buy things online?

No.  PayPal is not approved as a payment method for the SmartCard enhanced Income Management program.

Is there a limit to how much I can spend each day using my SmartCard?

The initial daily limit on your SmartCard is set to $1,000 per day.  This is in place to protect your SmartCard account in the instance of it being lost or stolen.

You can increase or decrease this limit by logging into your online TCU SmartCard Account or TCU SmartCard eIM mobile app, or by calling the Customer Service Centre 1800 828 232 (freecall).

Can I use my SmartCard to get cash from the cash machine/ATM?

No.  Your SmartCard cannot be used to get cash from a cash machine/ATM.  You will also not be able to get cash out when you pay for items at a store checkout.

Can I buy things with my SmartCard as soon as I receive it?

When you receive your new SmartCard, you must activate it to be able to use it.  The information that is delivered with your SmartCard explains how to activate your SmartCard.

You can also find out how to activate your SmartCard here.

Once your SmartCard is activated and funds have been deposited into your SmartCard Account, you can start using it.  Please note that your welfare payment is deposited into your SmartCard Account on the day your welfare payment is due.

Where can I use my TCU SmartCard?

You can use your SmartCard at any merchant that accepts eftpos or Visa (including online stores) provided that the merchant does not sell alcohol, tobacco products, gambling products or specific cash-like products, gift cards and prepaid cards.  If a merchant’s primary business activity is the sale of alcohol, tobacco or gambling products (e.g. a bottle shop or casino), it will be blocked automatically and you will not be able to use your SmartCard.

You may be able to use your SmartCard to purchase goods and services from a store that sells both restricted goods (such as alcohol, tobacco, gambling products or specific cash-like products, gift cards and prepaid cards) and unrestricted goods if that store has arrangements in place not to process transactions that include restricted goods.  These stores are referred to as “Participating Mixed Merchants” and are listed here.

If a store selling both unrestricted and restricted goods has no arrangement in place to prevent transactions for restricted goods, it will not be able to accept the SmartCard.  These stores are referred to as “Blocked Merchants” and can be found here.

Is there a mobile app?

Yes.  As a TCU SmartCard Account holder you can download and use free of charge the TCU SmartCard eIM mobile app via the Apple App Store or Google Play.  The mobile app is called “TCU SmartCard eIM”.  The mobile app has the same functionality as the online SmartCard Account.

Can I block my online SmartCard Account so no one can use it?

Yes.  Please call the Customer Service Centre on 1800 828 232 (freecall) to block your online TCU SmartCard Account if you think someone is logging into your SmartCard Account and making online purchases or payments.  When you want to unblock your online SmartCard Account again, contact the Customer Service Centre on 1800 828 232 (freecall).

What will happen if I try to buy something that costs more than I have in my SmartCard Account?

If you do not have enough money in your SmartCard Account for your purchase, the transaction will be declined.

Does my SmartCard allow credit?

No.  Your SmartCard does not allow credit.  This means that if you have insufficient funds on your SmartCard Account, you will not be able to make a purchase.

How can I check the past transactions on my TCU SmartCard Account?

You can view the past transactions on your TCU SmartCard Account by logging into your online TCU SmartCard Account or TCU SmartCard eIM mobile app.  You can also contact the Customer Service Centre on 1800 828 232 (freecall), your nearest TCU Branch and they can tell you about your transactions.

You may also request regular monthly or six-monthly statements to be mailed to you, or we can provide your statements electronically.

Will I still be able to use Centrepay or the Rent Deduction Scheme?

Yes.  Centrepay and the Rent Deduction Scheme are available for everyone who is receiving welfare payments.  Centrepay and the Rent Deduction Scheme payments are paid from the funds which would have otherwise been placed in your SmartCard Account, and will not affect the amount of unrestricted funds you receive (unless all your deductions combined exceed the amount of your welfare payment that is paid into your SmartCard Account). 

Please contact Centrelink if you have any questions about your Centrelink payments, Centrepay or the Rent Deduction Scheme.

Can money be added to my TCU SmartCard Account by someone other than Centrelink?

Yes.  Anyone can pay money into your TCU SmartCard Account via an online bank transfer using your TCU SmartCard Account BSB and Account Number.  Note that all money in your TCU SmartCard Account will be subject to the account restrictions.

What are the transfer restrictions on my TCU SmartCard Account?

There are no restrictions when transferring money from your TCU SmartCard Account to another TCU SmartCard Account (referred to as an “Internal Transfer”.).

When making a transfer from your TCU SmartCard Account to another account that is not a TCU SmartCard Account (referred to as an “External Transfer”), limits may apply. 

Can I setup a direct debit from my TCU SmartCard Account?

Yes, but this must be approved and organised by Services Australia.

If you pay private rent or have any specific payment needs, you will need to call the Services Australia SmartCard Hotline on 1800 252 604 (freecall), before setting up a transfer for your rent.

How do I pay bills using my online TCU SmartCard Account?

You can log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app and use the Transfers and BPAY option for paying bills.  

To make a BPAY Payment, you will need a valid BPAY Biller Code, customer reference number and payment amount to make a BPAY Payment.

Before making a BPAY Payment, you should check that the BPAY Biller is not Blocked Merchants List displayed here.

What is the difference between “Current” and “Available” balance?

On your statement or ATM balance enquiry, the current balance is the amount in your TCU SmartCard Account and is inclusive of both processed and pending transactions.  This means the amount in the current balance may not all be available for spending.

The available balance is the amount that is immediately available for spending.  The available balance is the current balance less any pending transactions.

Can I pay bills and access my TCU SmartCard Account online?

Yes.  Your TCU SmartCard Account can be used online to pay bills with BPAY, direct debit and transferring money to other accounts.  Your TCU SmartCard Account can be accessed online here.

How can I check my SmartCard Account balance?

There are many ways to check how much money you have available in your account, all of which are available 24 hours a day.  These include:

  • Logging into your online TCU SmartCard Account at smartcardeimbanking.tcu.com.au/tcu/
  • Logging into your TCU SmartCard eIM mobile app
  • Sending the SMS “BAL XXXX” from your registered mobile (where XXXX is the last four digits of your SmartCard number) to 0427 120 202 and we will send you an SMS with the amount of money you have in your account
  • Obtaining a free balance enquiry from any one of the following ATMs:
  1. any TCU ATM;
  2. any Westpac, St. George, BankSA, and Bank of Melbourne ATM;
  3. any other ATM in Australia that does not charge a fee for balance enquiries (including Commonwealth, NAB and ANZ ATMs); and
  4. Calling the Customer Service Centre on 1800 828 232 (freecall) and following the prompts to hear your available balance.

Where do I find my TCU SmartCard Account Bank State Branch (BSB) code and Account Number?

The TCU SmartCard Account BSB and Account Number are printed on the back of your SmartCard with your name on it.  They can also be found on your statement.

Can I change my PIN to something I will not forget?

Yes.  You can change your PIN anytime online.  To do that you must:

Log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app

  • Click on the Settings link
  • Click on the Change PIN link.

Alternatively, you can contact the Customer Service Centre on 1800 828 232 (freecall) who can issue you a new PIN via a SMS to your registered mobile phone or have it sent to your residential address.

I do not remember my PIN, what should I do?

You can go to your online account or TCU SmartCard eIM mobile app to change your PIN or you can call the Customer Service Centre on 1800 828 232 (freecall) and they will assist you in ordering a replacement PIN. 

For your security, the Customer Service Centre will never have access to view your PIN and will not be able to tell you the PIN over the phone.

I have entered my PIN incorrectly and now my SmartCard is not working, what should I do?

For security reasons if you incorrectly enter your PIN multiple times, your SmartCard will be temporarily suspended and will not work.

To unblock your SmartCard, you must call the Customer Service Centre on 1800 828 232 (freecall).  The block will be removed within minutes and your SmartCard will be ready to use again.  The block is removed automatically at midnight, so if you are unable to contact the Customer Service Centre, your SmartCard should work again the next day.

Do I need to use a PIN with my TCU SmartCard?

If you have contactless payments turned on, you can pay by tapping your card on a payWave enabled terminal and waiting for the transaction to be confirmed.  There is no need to enter a PIN for purchases of $100 or less (or $200 or less at some businesses).  Please note that for the first transaction, you will need to enter your PIN in order to enable the contactless functionality.

You can change the contactless settings on your card at any time. 

How will I get my PIN?

You may get your PIN in the following ways:

After you receive your SmartCard;

You can set your own PIN as part of the card activation process online or by downloading the TCU SmartCard eIM mobile app 

If you do not have internet access, you can call the Customer Service Centre on 1800 828 232 (freecall) or visit a TCU branch to organise for a PIN to be sent via an SMS message or be posted to you.  You should never tell anyone else your PIN as it may result in you being liable for unauthorised transactions.

What is the SmartCard ON/OFF switch?

Once you have activated your SmartCard, you can turn your card ON or OFF by logging into your online TCU SmartCard Account or TCU SmartCard eIM mobile app.  When your SmartCard is ON, the switch is green.  If you want to turn your SmartCard OFF, so that it cannot be used, just click on this switch.  Your SmartCard cannot be used when it is OFF.

Click the switch again to turn it back ON.

Remember that when you turn off your SmartCard, you are not turning off your online TCU SmartCard Account.

What if my SmartCard is stolen or lost?

If your SmartCard is stolen, you should call the Customer Service Centre on 1800 828 232 (freecall) between 9.00am to 4.30pm Monday to Friday (Australia Central Standard Time), or 1800 621 199 outside business hours, or if you are overseas, on +61 2 9959 7480.  Alternatively, you can log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app to immediately turn OFF or block your SmartCard and order a replacement SmartCard.

You can turn OFF your SmartCard by going online and following the steps below:

Log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app

Click on ON/OFF switch.

If you find your SmartCard, you can go online or to your TCU SmartCard eIM mobile app again to turn your SmartCard back ON.

If you cannot find your SmartCard, you can block your SmartCard by going online and following the steps below:

Note: Blocking your SmartCard cannot be reversed.

Log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app

  • Click on the Settings link
  • Click on the Block Card link
  • Click on Block Card button.

Remember that when you block your Smartcard, you are not blocking your online TCU SmartCard Account.  If you suspect that an unauthorised person knows your password to your online TCU SmartCard Account, you should immediately change your password or call the Customer Service Centre on 1800 828 232 (freecall) to report the issue.

Once you block your SmartCard, it cannot be unblocked and you will need to request a new SmartCard be sent to you. 

Depending on where you live, you may be able to pick up a temporary SmartCard from your nearest TCU branch or a Services Australia. 

Contact the TCU Customer Service Centre on 1800 828 232 (freecall) to find the nearest TCU branch that has temporary cards available or the SmartCard Hotline on 1800 252 604 (freecall) to find the nearest Services Australia location with TCU temporary cards available. 

What if my SmartCard is damaged?

If your SmartCard is damaged, you can call the Customer Service Centre on 1800 828 232 (freecall) or, alternatively, go online and follow the steps below to arrange for a replacement SmartCard to be sent to you:

Log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app

  • Click on the Settings link
  • Click on the Replace Card link.

Depending on where you live, you may be able to pick up a temporary SmartCard from your nearest TCU branch or a Services Australia. 

Contact the TCU Customer Service Centre on 1800 828 232 (freecall) to find the nearest TCU branch that has temporary cards available or the SmartCard Hotline on 1800 252 604 (freecall) to find the nearest Services Australia location with TCU temporary cards available. 

How is my privacy maintained?

TCU maintains all personal information in accordance with the Privacy Act 1988 (Cth) and its Privacy Policy. 

Any information shared between TCU and the Australian Government occurs within the requirements of privacy laws.  The Government only uses the data in accordance with the Australian Privacy Principles.

What are the Terms and Conditions for my TCU SmartCard?

Read the Conditions of Use for the TCU SmartCard here.

Does my SmartCard have payWave or contactless capability?

Yes.  You can choose to have contactless on or off. To make contactless payments using your SmartCard, log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app and go to ‘settings’ then ‘transaction settings’. 

Once you have selected to turn “ON” the contactless function on your Cashless Debit Card, you will need to make one purchase using your PIN number. After this initial transaction you can pay by tapping your card on a payWave enabled terminal and waiting for the transaction to be confirmed.  There is no need to enter a PIN for purchases of $100 or less (or $200 or less at some businesses).

If you would like to turn off contactless payments, log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app and go to ‘settings’ then ‘transaction settings’ to turn “OFF” the contactless function on your SmartCard.

You can call our Customer Service Centre on 1800 828 232 (freecall) for assistance.

Will the card have fees?

TCU does not charge fees to SmartCard participants.  You will be able to make unlimited purchases on your card and check your SmartCard Account balance or transaction history online for free.  Lost or stolen cards will be replaced at no cost.

Do I earn interest on money in my SmartCard Account?

No, interest is not paid on SmartCard Accounts issued under the SmartCard enhanced Income Management program.

Who does the SmartCard enhanced Income Management program apply to?

In the Northern Territory, the SmartCard enhanced Income Management program applies to people who were previously an eligible CDC program participants (restricted welfare recipients on a CDC at 6 March 2023).

More information about the program criteria, types of payments and program locations can be found here.

What is the SmartCard enhanced Income Management program?

You have received a SmartCard as part of the SmartCard enhanced Income Management program, an initiative of the Australian Government.

For most Northern Territory participants, under the SmartCard enhanced Income Management program 50% of your welfare payments are placed on your SmartCard Account which restricts access to cash, purchasing alcohol, tobacco products or gambling products, and specific cash-like products, gift cards and prepaid cards.  The remaining 50% of your welfare payments are placed into your regular bank account.  This may differ depending on which measure you are on (e.g. the Child Protection Measure).

The TCU SmartCard is issued by The Traditional Credit Union, the card provider.

For further information about the SmartCard enhanced Income Management program, please refer to www.servicesaustralia.gov.au/smartcard.

How do I know if a transaction has been made from my TCU SmartCard Account?

You can set up alerts by logging into your online TCU SmartCard account or TCU CDC mobile app and on the homepage go to ‘settings’ then select ‘manage alerts’. 

Alerts can be set up to notify you of deposits, declined transactions, new statements, low balance and purchases made using your card.

What is a Payment Nominee?

A Payment Nominee is a person you have authorised with Services Australia to receive and manage Centrelink payments on your behalf.  Services Australia advise TCU when a SmartCard participant has a Payment Nominee and will notify TCU when the Payment Nominee relationship changes or ends.

How do I set up a Payment Nominee?

Find out how to arrange a Payment Nominee by going to the Services Australia website here, or by contacting Services Australia directly.

What can a Payment Nominee do?

Your Payment Nominee will be able to manage your payments on your behalf.

Your Payment Nominee will be issued with a SmartCard to use on your behalf.  They will also be provided with access to your funds through a SmartCard online account.  They will be able to contact our Customer Service Centre on 1800 828 232 (freecall) and make requests in relation to your account on your behalf, and will receive correspondence regarding your account (including account statements).

Please note, the use of the TCU SmartCard and TCU SmartCard Account by your Payment Nominee is subject to the same terms that apply to you.  Any payment made by your Payment Nominee will be considered a payment by you.

When Services Australia advise us you have a Payment Nominee, we will send you a letter to advise your SmartCard will be cancelled and you will no longer have access to your account online.

Do I still have a SmartCard if I have a Payment Nominee?

If Services Australia advise us you have a Payment Nominee:

Your Payment Nominee will be issued a SmartCard on your behalf and they will be provided with access to your account online.

Your SmartCard will automatically cancel and you will no longer have access to your account online.

Your Payment Nominee may however, request the SmartCard they hold on your behalf be cancelled and a SmartCard be issued to you.  In doing so, you will also be given access to your account online in addition to your Payment Nominee whose access will not be revoked unless the Payment Nominee relationship is ended with Services Australia.  We will notify you if a Payment Nominee requests their card be cancelled.

Can I access my account online if I have a Payment Nominee?

If you authorise a Payment Nominee:

Your Payment Nominee will be issued a SmartCard on your behalf and will also be provided with access to your account online.

Your SmartCard will automatically cancel and you will no longer have access your account online.

Your Payment Nominee may however, request the SmartCard they hold on your behalf be cancelled and a SmartCard be issued to you.  In doing so, you will also be given access to your account online in addition to your Payment Nominee whose access will not be revoked unless the Payment Nominee relationship is ended with Services Australia.  We will notify you if a Payment Nominee requests their card be cancelled.

Who do I contact if I have questions about my Payment Nominee arrangement?

You can discuss and manage your Payment Nominee arrangements by contacting Services Australia.

What happens if my Payment Nominee arrangement ends?

If your Payment Nominee arrangement ends, the SmartCard issued to your Payment Nominee will be cancelled and they will no longer have access your account online.

You will have access to your account online and will receive a new SmartCard in the mail.  While waiting for your new SmartCard to arrive, you can get a temporary card from your nearest TCU branch or a Services Australia location. 

Contact the TCU Customer Service Centre on 1800 828 232 (freecall) to find the nearest TCU branch that has temporary cards available.

Contact the Cashless Debit Card Hotline on 1800 252 604 (freecall) to find the nearest Services Australia location with TCU temporary cards available. 

How do I activate my card?

To activate your card, go to ‘Activate Your Card’ at tcu.com.au or download the TCU SmartCard eIM mobile app on your smartphone (available at Google Play and the Apple App Store) and follow the prompts to activate your card.

When you activate your card, make sure you have your card with you, together with the letter you received with it.

Alternatively, you can visit a TCU branch or contact our Customer Service Centre on 1800 828 232 (freecall) who will assist you with activating your account.

After you have activated your account, you will need to set your PIN before you can use your card.

Can I receive my statements electronically?

Instead of sending statements to your postal address, at your request we can provide you with statements electronically.  You can request electronic statements by logging into your online account or TCU SmartCard eIM mobile app and following the prompts, or by calling the Customer Service Centre on 1800 828 232 (freecall).

Where can I find a TCU branch?

TCU branches are located in the Northern Territory.  Visit our dedicated TCU branch staff for assistance with:

  • activating your card
  • balance enquiries
  • setting up direct debits
  • setting up your online banking account
  • setting up your mobile app
  • providing a temporary replacement card
  • collecting of your personalised TCU card

You can find your nearest TCU branch here or by calling the Customer Service Centre on 1800 828 232 (freecall).

How often do I receive my account statement?

We will send you a statement showing your transaction history once every 6 months.  You can request monthly statements by logging into your online TCU SmartCard Account or TCU SmartCard eIM mobile app and following the prompts, or by calling the Customer Service Centre on 1800 828 232 (freecall).