Suncorp Bank Secured App Terms and Conditions and Licence Agreement

Effective 1 August 2024

We have amended these Suncorp Bank Secured App Terms and Conditions and Licence Agreement to reflect that Suncorp Bank and its Subsidiaries were recently acquired by ANZ and are no longer part of the Suncorp Group.

1. Introduction

Suncorp Bank Secured App is a Security Token application that generates Security Token Codes that may be required to authenticate a transaction request or non-financial action (such as a password change) in Suncorp Bank Internet Banking (“Internet Banking”) and Suncorp Bank App. Suncorp Bank Secured App Security Token Codes may be also required when authorising to share Suncorp Bank data with an Accredited Data Recipient through Consumer Data Right (Open Banking). Together with the Internet Banking Terms and Conditions, Suncorp Bank App Terms and Conditions and your Account Terms and Conditions, these Suncorp Bank Secured App Terms and Conditions and Licence Agreement (“Terms and Conditions”) form a legal contract between you and Suncorp Bank (Norfina Limited ABN 66 010 831 722 AFSL No 229882) (“we”, “us” or “Suncorp Bank”) in relation to your use of Suncorp Bank Secured App.  

In order to use Suncorp Bank Secured App, you must accept these Terms and Conditions. It is therefore important that you read and understand these Terms and Conditions. Where inconsistent, these Terms and Conditions will override the Internet Banking Terms and Conditions  and Suncorp Bank App Terms and Conditions. Capitalised terms that are undefined in these Terms and Conditions take their meaning from the Internet Banking Terms and Conditions and Suncorp Bank App Terms and Conditions.

2. Eligibility

In order to register for Suncorp Bank Secured App, you will need to;

a. be registered for the Suncorp Bank App, or Internet Banking; and

b. have an eligible mobile device.

Suncorp Bank Secured App can only be used on one mobile device. A user can only have one token active at any time.

3. Fees and Charges

Using Suncorp Bank Secured App will not incur any additional fees charged by Suncorp Bank.

You may incur charges from your internet and/or mobile service provider for downloading and using Suncorp Bank Secured App and for using Mobile Banking and Internet Banking. Any such charges are your sole responsibility and any matter regarding these charges should be raised with your mobile service provider.

4. Mobile device not present

You won’t be able to use the Suncorp Bank Secured App if you do not have your mobile device.

If you require a security token urgently, you can contact us on 13 11 75 (or from overseas on +61 7 3362 1712) and request an emergency token code. This can be used for Internet Banking only.

5. Deregistering from Suncorp Bank Secured App or changing your mobile device

If you wish to deregister from Suncorp Bank Secured App, you can do so via the Suncorp Bank Secured App by selecting Deactivate Token located in the settings menu. Alternatively, you can contact us on 13 11 75 and request to deregister from Suncorp Bank Secured App.

Removing Suncorp Bank Secured App from your mobile device will not deregister Suncorp Bank Secured App from Internet Banking or Suncorp Bank App. In this instance, Internet Banking or Suncorp Bank App may still request a Security Token Code for certain Transactions and you may not be able to complete Transactions without Suncorp Bank Secured App.

If you do not complete the de-registration process and you are requested to enter a Security Token Code, you are able to call Suncorp Bank on 13 11 75 (or from overseas on +61 7 3362 1712) to request assistance. Suncorp Bank will not be liable for any delay or failure to process your Transaction as a result of you not completing the de-registration process.

If you change your mobile device and wish to continue using Suncorp Bank Secured App, you’ll need to download Suncorp Bank Secured App on the new device and when you successfully register on the new device, Suncorp Bank Secured App on the old device will be deregistered.

6. Joint Account Holders

Joint account holders must separately register for Suncorp Bank Secured App using;

  • their own Suncorp Bank App or Internet Banking credentials; and
  • a separate mobile device.

7. Business Account Holders

Business account holders must ensure that any person they authorise to operate the account complete separate registrations for Suncorp Bank Secured App using:

  • their own Suncorp Bank App or Internet Banking credentials; and
  • separate mobile devices.

Business account holders must also ensure those authorised to operate the account are given a copy of the Internet Banking Terms and Conditions and Suncorp Bank App Terms and Conditions to ensure they are aware of their obligations when using Suncorp Bank Secured App.

8. Your Obligations

In addition to your obligations in the Internet Banking Terms and Conditions and Suncorp Bank App Terms and Conditions, you agree you will:

  • Not leave your mobile device unattended and left logged into Suncorp Bank Secured App.
  • Lock your mobile device or take other steps necessary to prevent unauthorised use of Suncorp Bank Secured App.
  • Promptly notify Suncorp Bank if your mobile device is lost or stolen, or if your mobile device service is suddenly disconnected without your permission.
  • Not use Suncorp Bank Secured App for any purpose other than to respond to an authentication request for Internet Banking or Mobile Banking transactions, or to authorise to share Suncorp Bank data with an Accredited Data Recipient.
  • Not act fraudulently or maliciously in relation to the Suncorp Bank Secured App or software. As examples, you will not copy, modify, adversely effect, reverse engineer, hack into or insert malicious code into the Suncorp Bank Secured App or software.
  • Only install authorised and authentic applications on your mobile device, and that you will not override the software lockdown on your mobile device (for example ‘obtaining root access’ on an Android device and ‘jailbreaking’ on an Apple device).

9. Liability and Indemnity

The Internet Banking Terms and Conditions, and Suncorp Bank App Terms and Conditions set out the liability of you and Suncorp Bank when using Suncorp Bank Secured App, depending on the platform that you use to make Transactions.

It is your choice to register (or deregister) for Suncorp Bank Secured App. Suncorp Bank accepts no liability for any loss or consequences to you whatsoever that result from this decision, including in the event Suncorp Bank refuses or fails to process a Transaction requiring a Security Token Code or delays in doing so, except to the extent that the loss or consequences are caused by Suncorp Bank's fraud, negligence or wilful  l misconduct or that of its officers, employees, contractors or agents.

Without limiting the above:

  • Suncorp Bank will not be responsible for any inability and/or failure of your mobile device to access or use Suncorp Bank Secured App, or for any loss or damage to your mobile device resulting from your access or use, or attempted access or use, of Suncorp Bank Secured App (including downloading any associated applications for Suncorp Bank Secured App), and you should satisfy yourself as to these matters before attempting to access or use Suncorp Bank Secured App.
  • Suncorp Bank will not be liable for any loss arising from your use of Suncorp Bank Secured App, including loss arising from any security breach, if you have acted fraudulently (either alone or together with any other person), if you have installed applications on your mobile device other than those available from the Apple App Store, Google Play or other location permitted by Suncorp Bank, or if you have caused or contributed to that loss, for example, by failing to comply with any of these Terms and Conditions, Internet Banking Terms and Conditions, Suncorp Bank App Terms and Conditions or the Suncorp Bank Terms and Conditions except to the extent that the loss is caused by Suncorp Bank's fraud, negligence or wilful misconduct or that of its officers, employees, contractors or agents.

You acknowledge that any unauthorised reproduction by you of any proprietary information provided or available via Suncorp Bank Secured App or any portion of it may result in legal action being taken.

When you initiate a call through Suncorp Bank Secured App on your mobile device, you will exit the application and the call will be made using your chosen mobile device’s dialler. Suncorp Bank will not be liable in any way if your dialler redirects you to a fraudulent or incorrect number.

10. Help Desk

For assistance in your use of Suncorp Bank Secured App please call Suncorp Bank on 13 11 75 (or from overseas on +61 7 3362 1712). This service is available as per the Contact Centre Hours provided on the Suncorp Bank website. This service is provided on the condition that neither we nor our employees will be liable for any direct or indirect loss suffered by you, resulting from your use of the service.

This service will not be responsible for providing advice specific to your mobile device, including data connections, cellular charges to your mobile device accounts.

11. Suspension or Termination of use and service quality

Suncorp Bank may suspend or terminate your use of Suncorp Bank Secured App if: 

  • you breach the Suncorp Bank Secured App Terms and we believe immediate termination is necessary for us to manage an immediate and material risk to our Legitimate Interests;
  • we have reasonable grounds to believe that your Suncorp Bank Secured App is being used is in connection with fraud, misuse or for any other inappropriate use;
  • we have reasonable grounds to believe that there is an immediate and material risk of loss to you or us;
  • for security reasons;
  • we need to by law or to meet our prudential requirements;
  • you have given us materially false or misleading information; or
  • you act in a manner that in our reasonable opinion threatens the security of our staff or property.

However, unless there are exceptional circumstances (e.g. fraud or criminal activity), we will give you at least 14 days advance notice before we suspend or terminate your use of Suncorp Bank Secured App.

The provision and subsequent use of Suncorp Bank Secured App is subject to the reliability and availability of third party service providers including software providers and network service providers. Suncorp Bank will not be liable for any direct or indirect loss suffered by you, as a result of a reduced level of service caused by any third party except to the extent that the loss is caused by Suncorp Bank's fraud, negligence or wilful misconduct or that of its officers, employees, contractors or agents.

12. Changes to Suncorp Bank Secured App Terms and Conditions

Suncorp Bank can change the Suncorp Bank Secured App Terms and Conditions for one or more of the following reasons:

  • to comply with any change or anticipated change in any relevant law, code of practice, guidance or general banking practice;
  • to reflect any decision of a court, ombudsman or regulator;
  • to reflect a change in our systems or procedures, including for security reasons;
  • to respond to changes in the cost of providing the accounts or Suncorp Bank Secured App; or
  • to make these Suncorp Bank Secured App Terms and Conditions clearer or to add features,

but will only do so in order to protect our Legitimate Interests, and only to the extent reasonably required to do this.

Where we make changes, we will notify you by publishing the varied Suncorp Bank Secured App Terms and Conditions by written or electronic notice (for example, through the Suncorp Bank Secured App) no later than the day it takes effect, or such longer period as may be required by law.  Where the change is adverse to you, we will notify you at least 30 days before the effective date of the change (unless we believe doing so is, in our reasonable opinion, necessary for us to manage an immediate and material risk to our Legitimate Interests or the change relates to a government charge).