CDC Frequently Asked Questions

How do I activate my card?

To activate your card, go to ‘Activate Your Card’ at tcu.com.au/cdc or download the TCU CDC 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.

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).

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 CDC mobile app and following the prompts, 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 account or TCU CDC mobile app and following the prompts, or by calling the Customer Service Centre on 1800 828 232 (freecall).

What happens if my Payment Nominee arrangement ends?

If your Payment Nominee arrangement ends, the Cashless Debit Card 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 Cashless Debit Card in the mail.  While waiting for your new Cashless Debit Card 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. 

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.

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 Cashless Debit Card on your behalf and will also be provided with access to your account online.

Your Cashless Debit Card will automatically cancel and you will no longer have access your account online.

Your Payment Nominee may however, request the Cashless Debit Card they hold on your behalf be cancelled and a Cashless Debit Card 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.

Do I still have a Cashless Debit Card if I have a Payment Nominee?

If Services Australia advise us you have a Payment Nominee:

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

Your Cashless Debit Card will automatically cancel and you will no longer have access to your account online.

Your Payment Nominee may however, request the Cashless Debit Card they hold on your behalf be cancelled and a Cashless Debit Card 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.

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 Cashless Debit Card to use on your behalf.  They will also be provided with access to your funds through a Cashless Debit Card 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 CDC and online 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 Cashless Debit Card will be cancelled and you will no longer have access to your account online.

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 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 Cashless Debit Card participant has a Payment Nominee and will notify TCU when the Payment Nominee relationship changes or ends.

How do I know if a transaction has been made from my Cashless Debit Card account?

You can set up alerts by logging into your online 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 the Cashless Debit Card program?

You have received a Cashless Debit Card as part of the Cashless Debit Card program, an initiative of the Australian Government.

For most Northern Territory participants, under the Cashless Debit Card program 50 per cent of your welfare payments are placed on your Cashless Debit Card account which restricts access to cash, purchasing alcohol or gambling products, and specific cash-like products, gift cards and prepaid cards.  The remaining 50 percent of your welfare payments are placed into your regular account.  This may differ depending on which measure you are on (e.g. the Child Protection Measure).

The Cashless Debit Card is issued by The Traditional Credit Union, the card provider.

For further information about the Cashless Debit Card program, please refer to the Department of Social Services.

Who does the Cashless Debit Card program apply to?

In the Northern Territory, the Cashless Debit Card program applies to Income Management participants who have chosen to transition to the Cashless Debit Card.

You are a Northern Territory Program Participant Account Holder if your address is or was (from 17 March 2021) within the Northern Territory, when your Cashless Debit Card account was first opened; or

You are a Northern Territory Voluntary Participant Account Holder if your address is or was at any time within the Northern Territory.

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

Do I earn interest on money in my Cashless Debit Card Account?

Yes, you will earn interest at a rate of 1% per annum on money held in your Cashless Debit Card Account.  Interest is paid monthly on the last day of the month.

As interest forms part of your assessable income, we recommend that you provide us with your Tax File Number (or advise of any relevant exemption) to ensure that we do not have to withhold any tax on the interest earned on your account.

Will the card have fees?

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

Does my Cashless Debit Card have payWave or contactless capability?

Yes.  You can choose to have contactless on or off.  To make contactless payments using your Cashless Debit Card, log in to your online account or TCU CDC 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.  At a point-of-sale terminal, insert your Cashless Debit Card into the device and press “CR” or “Credit” and enter your PIN.  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 CDC mobile app and go to ‘settings’ then ‘transaction settings’ to turn “OFF” the contactless function on your Cashless Debit Card.

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

What are the Terms and Conditions for my Cashless Debit Card?

Read the Conditions of Use for the Cashless Debit Card here

How is my privacy maintained?

TCU maintains all personal information in accordance with the Privacy Act 1988 (Cth) and its Cashless Debit Card 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 if my Cashless Debit Card is damaged?

If your Cashless Debit Card 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 Cashless Debit Card to be sent to you:

Log in to your online Cashless Debit Card account or TCU CDC 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 Cashless Debit Card 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 Cashless Debit Card Hotline on 1800 252 604 (freecall) to find the nearest Services Australia location with TCU temporary cards available. 

What if my Cashless Debit Card is stolen or lost?

If your Cashless Debit Card 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 Cashless Debit Card account or TCU CDC mobile app to immediately turn OFF or block your Cashless Debit Card and order a replacement Cashless Debit Card.

You can turn OFF your Cashless Debit Card by going online and following the steps below:

Log in to your online Cashless Debit Card account or TCU CDC mobile app

Click on ON/OFF switch.

If you find your Cashless Debit Card, you can go online or to your TCU CDC mobile app again to turn your Cashless Debit Card back ON.

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

Note: Blocking your Cashless Debit Card cannot be reversed.

Log in to your online Cashless Debit Card account or TCU CDC mobile app

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

Remember that when you block your Cashless Debit Card, you are not blocking your online Cashless Debit Card account.  If you suspect that an unauthorised person knows your password to your online Cashless Debit Card 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 Cashless Debit Card, it cannot be unblocked and you will need to request a new Cashless Debit Card be sent to you. 

Depending on where you live, you may be able to pick up a temporary Cashless Debit Card 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 Cashless Debit Card Hotline on 1800 252 604 (freecall) to find the nearest Services Australia location with TCU temporary cards available. 

What is the Cashless Debit Card ON/OFF switch?

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

Click the switch again to turn it back ON.

Remember that when you turn off your Cashless Debit Card, you are not turning off your online Cashless Debit Card account.

How will I get my PIN?

You may get your PIN in the following ways:

After you receive your Cashless Debit Card;

You can set your own PIN as part of the card activation process online or by downloading the TCU CDC 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.

Do I need to use a PIN with my Cashless Debit Card?

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 insert your card, select “CR” or “Credit” and enter your PIN in order to enable the contactless functionality.

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

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

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

To unblock your Cashless Debit Card, you must call the Customer Service Centre on 1800 828 232 (freecall).  The block will be removed within minutes and your Cashless Debit Card 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 Cashless Debit Card should work again the next day.

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

You can go to your online account or TCU CDC 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.

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 Cashless Debit Card account or TCU CDC 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.

Where do I find my Cashless Debit Card Bank State Branch (BSB) code and Account Number?

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

How can I check my Cashless Debit Card 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 Cashless Debit Card account at cdcbanking.tcu.com.au/tcu/
  • Logging into your TCU CDC mobile app
  • Sending the SMS “BAL XXXX” from your registered mobile (where XXXX is the last four digits of your Cashless Debit Card 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 WestpacSt. GeorgeBankSA, and Bank of Melbourne ATM;
  3. any other ATM in Australia that does not charge a fee for balance enquiries (including CommonwealthNAB and ANZ ATMs); and
  4. Calling the Customer Service Centre on 1800 828 232 (freecall) and following the prompts to hear your available balance.

Can I pay bills and access my Cashless Debit Card account online?

Yes.  Your Cashless Debit Card account can be used online to pay bills with BPAY, direct debit and transferring money to other accounts.  Your Cashless Debit Card account can be accessed online 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 Cashless Debit Card 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.

What is an external transfer?

An external transfer is a transfer of money from a TCU Cashless Debit Card account to another account that is not a TCU Cashless Debit Card Account.

When making an external transfer, you must say whether the transfer is for a housing payment or to an “Indue CDC Account”.

For more information, see Transferring funds from your Cashless Debit Card account

How do I pay bills using my online Cashless Debit Card account?

You can log in to your Cashless Debit Card account or TCU CDC 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.

Can I setup a direct debit from my Cashless Debit Card account?

Yes.  If you need to set up a direct debit, depending on the payment preference of the business, you can set up a direct debit using either the Cashless Debit Card BSB and Account Number or your Cashless Debit Card number and CVV (the three digit number on the back of your card).  For example, you can set up direct debit to pay your phone bill.

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

You should also make sure that the merchant is not on the Blocked Merchants List displayed here.

To set up a direct debit you will need to fill in a direct debit authority with the person or business that will collect the payment and provide them with your BSB and Account Number which can be found in your online account or TCU CDC mobile app. 

You can call our Customer Service Centre on 1800 828 232 (freecall) or you can visit a TCU branch for assistance.

What are the transfer restrictions on my Cashless Debit Card account?

There are no restrictions when transferring money from your TCU Cashless Debit Card account to another TCU Cashless Debit Card account (referred to as an “Internal Transfer”.).

When making a transfer from your TCU Cashless Debit Card account to another account that is not a TCU Cashless Debit Card account (referred to as an “External Transfer”), limits may apply.  Please see Transferring funds from your Cashless Debit Card account for more information.

Who can I transfer money to?

You can transfer money to any person or merchant, subject to your daily account limits or if a merchant is restricted or blocked.

Can money be added to my Cashless Debit Card account by someone other than Centrelink?

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

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 Cashless Debit Card 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 Cashless Debit Card account). 

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

How can I check the past transactions on my Cashless Debit Card account?

You can view the past transactions on your Cashless Debit Card account by logging into your online Cashless Debit Card account or TCU CDC mobile app.  You can also contact the Customer Service Centre on 1800 828 232 (freecall) and they can tell you about your transactions over the phone.

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

Does my Cashless Debit Card allow credit?

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

What will happen if I try to buy something that costs more than I have in my Cashless Debit Card account?

If you do not have enough money in your Cashless Debit Card account for your purchase, the transaction will be declined.

Can I block my online Cashless Debit Card account so no one can use it?

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

Is there a mobile app?

Yes.  As a TCU Cashless Debit Card account holder you can download and use free of charge the Traditional Credit Union Cashless Debit Card mobile app via the Apple App Store or Google Play.  The mobile app is called “TCU CDC”.  The mobile app has the same functionality as the online Cashless Debit Card website.

Where can I use my Cashless Debit Card?

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

You may be able to use your Cashless Debit Card to purchase goods and services from a store that sells both restricted goods (such as alcohol, 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 Cashless Debit Card.  These stores are referred to as “Blocked Merchants” and can be found here.

Can I buy things with my Cashless Debit Card as soon as I receive it?

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

You can also find out how to activate your Cashless Debit Card here.

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

What should I do when the point-of-sale terminal asks me to “Select your account, CHQ, SAV or CR”?

Any of the options will work for the Cashless Debit Card.  To make a purchase at a point-of-sale terminal, insert your Cashless Debit Card into the device and press “SAV” or “Savings” or “CHQ” or “Cheque” or “CR” or “Credit”.  Then follow the prompts to enter your PIN.

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).

Can I use my Cashless Debit Card to get cash from the cash machine/ATM?

No.  Your Cashless Debit Card 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.

Is there a limit to how much I can spend each day using my Cashless Debit Card?

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

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

Can I use PayPal to buy things online?

No.  PayPal is not approved as a payment method for the Cashless Debit Card program.

Can I shop online with my Cashless Debit Card?

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

Can I use my Cashless Debit Card to buy beer?

No.  Buying beer and all other types of alcohol is not permitted with the Cashless Debit Card.

Can I use my Cashless Debit Card to place a bet on the horses?

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

Can I give my Cashless Debit Card to someone else to use?

No.  This is your Cashless Debit Card and it should not be given to anyone else to use.

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

Yes.  Most cafés will accept your Cashless Debit Card 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 my Cashless Debit Card be used at a place that mostly sells alcohol and some food, such as pubs?

You may be able to use your Cashless Debit Card 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”.

The amount of welfare deposited into my Cashless Debit Card account is incorrect, what should I do?

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

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

If you see a transaction on your Cashless Debit Card account that you did not make, or your Cashless Debit Card 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 Cashless Debit Card and/or account.  This is to stop further charges being made to your Cashless Debit Card account. 

You can block your own Cashless Debit Card by going online and following the steps below:

  • Log in to your Cashless Debit Card account or TCU CDC mobile app
  • Click on the Settings link
  • Click on the Block Card link
  • Click on Block Card button.

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

Depending on where you live, you may be able to pick up a temporary Cashless Debit Card 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 Cashless Debit Card Hotline on 1800 252 604 (freecall) to find the nearest Services Australia location with TCU temporary cards available.

My Cashless Debit Card was declined when I tried to buy food, what should I do?

There are a number of reasons why your Cashless Debit Card may decline.  You should contact the Customer Service Centre on 1800 828 232 (freecall) and they will be able to review your Cashless Debit Card account and tell you why your Cashless Debit Card 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.

Why won’t my local shop accept my Cashless Debit Card?

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

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

I tried to buy something from a website that doesn’t sell alcohol or gambling products and my Cashless Debit Card 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.

What if I have a complaint?

If you want to submit a complaint or provide feedback about the TCU Cashless Debit Card, 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 Cashless Debit Card program:

Who is Traditional Credit Union?

The Traditional Credit Union (TCU) is a Mutual Authorised Deposit-taking Institution that provides banking products and services.  TCU occupies a unique position as the only Indigenous-owned credit union in Australia, working in two worlds to deliver both employment opportunities and real financial services in remote indigenous communities.  We are proud of where we have come from and who we are, and we are passionate about where we are going.

TCU has branches across the Northern Territory and more than 7000 members.  A total of 80 per cent of TCU’s employees are Indigenous and all branch employees in the communities are Indigenous and live on country.  TCU is a current card provider for the Cashless Debit Card and Cashless Debit Card account that supports the Australian Government’s Cashless Debit Card program and provides customer support services to program participants.

What is an internal transfer?

An internal transfer is a transfer of money from a TCU Cashless Debit Card account to another TCU Cashless Debit Card account.  There are no limits for internal transfers.

Internal transfers also include using your card to purchase goods or services at a point of sale terminal device or online, using BPAY Payments or Direct Debits.

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 time do bank outgoing transfers occur?

Transfers from TCU Cashless Debit Card accounts to another account that is not a TCU Cashless Debit Card 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 Cashless Debit Card 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 CDC mobile app and make changes the day before the payment is due.

If you want to stop a direct debit you can contact the merchant directly, or you can contact us on 1800 828 232 (freecall) and we will assess if we can cancel the arrangement on your behalf. 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.

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

You can choose to have contactless on or off.  To make contactless payments using your Cashless Debit Card, log in to your online account or TCU CDC 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.  At a point-of-sale terminal, insert your Cashless Debit Card into the device and press “CR” or “Credit” and enter your PIN.  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 CDC mobile app and go to ‘settings’ then ‘transaction settings’ to turn “OFF” the contactless function on your Cashless Debit Card. You can call our Customer Service Centre on 1800 828 232 (freecall) for assistance.

How will I know when my Housing Limit is going to expire?

Three months before your increased Housing Limit is due to expire, you will see a notification appear on the ‘Transfer & BPAY’ page in your online account or TCU CDC mobile app.  The notification will tell you the date it will expire.  For your increased Housing Limit this notification will also remain for one month after your Limit expires, unless a new limit is in place.

What happens when my Housing Limit expires?

When your increased Housing Limit expires, if you have not had a new limit set, your limit will return to the default amount.  If you would like to request a new limit, contact the Cashless Debit Card Hotline on 1800 252 604 (freecall) to discuss.

Is the cardholder required to enter a PIN?

Yes.  A four (4) digit PIN will need to be entered on the keypad by the Cashless Debit Card cardholder for the transaction to be validated for their purchases.

If a participant has selected to turn on the contactless function on their Cashless Debit Card, a payment can be made by tapping the card on a payWave enabled terminal and waiting for the transaction to be confirmed.  Cardholders will not need to enter a PIN for purchases of $100 or less (the maximum value threshold may be increased from time to time).

Can change be given on a Cashless Debit Card transaction?

No.  The value of the goods purchased should be the amount processed to the Cashless Debit Card.

Can a Cashless Debit Card cardholder withdraw cash with their Cashless Debit Card?

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

Can the Cashless Debit Card be used to make online, phone and mail order purchases?

Yes.  The Cashless Debit Card 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 refund transaction be made onto a Cashless Debit Card?

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

Can a Merchant that sells restricted goods participate in the Cashless Debit Card program?

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

The Department of Social Services is also working with merchants to assess their capabilities for implementing new technology that automatically prevents the purchase of restricted items with a Cashless Debit Card.

Merchants who sell both restricted and unrestricted goods and wish to accept the Cashless Debit Card can contact cashlessdebitcardmerchants@dss.gov.au to discuss options. Merchants that only sell restricted goods cannot accept the Cashless Debit Card.

What do I do if a Cashless Debit Card purchase transaction is declined?

Cashless Debit Cards 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.  Cashless Debit Cards 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.

What are the restricted items that cannot be purchased using a Cashless Debit Card?

Restricted goods include:

  • Alcohol
  • 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).

Can Cashless Debit Cards 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 Cashless Debit Card 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.

Where can the Cashless Debit Card be used?

The Cashless Debit Card can be used at almost any merchant that accepts Visa or eftpos.  The Cashless Debit Card 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.

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

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