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.

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:

• visit the website www.dss.gov.au/cashlessdebitcard
• call the Cashless Debit Card Hotline on 1800 252 604 (freecall)
• or email cashlessdebitcardadmin@dss.gov.au

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.

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.

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.

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.

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.

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.

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.