Frequently Asked Questions
What happens if I forget my Access Password?
If you have forgotten your Access Password, another Access Password will need to be set up.
Customers registered for Two Factor Authentication (TFA) have the ability to select a secret question and answer that will enable personal details to be changed, such as resetting your password.
Alternatively, please advise us in writing that you require a new password by faxing a signed request to our Customer Care Team on (07) 4931 8897 or submitting it to your nearest branch or mini branch. Once your request has been registered, the Customer Care Team will issue you with a new Access Password. You can then alter your Access Password using Internet Banking. Please be aware that password rules exist and you cannot choose a password that has already been used within the last 30 days.
Connection Expired message?
If you get this error message when logging into Internet Banking, it is possible that your Internet Explorer security levels are set too high. Check in Tools > Internet Options that your Security and Privacy (IE 6.0) levels are set to "medium".
Are the Menu Buttons within Internet Banking working?
Please refer to the Internet Banking requirements page as to the minimum requirements that are required to run Internet Banking.
Transaction Downloading - File saved incorrectly?
When downloading your account transactions to file there can be a problem where the file saved as a text file (.txt) and can not be opened with the specific program. When asked to save the file, specify the type as "All files". This will prompt the browser to save the file in the original format that was specified.
Windows XP Users
Windows XP Users that have installed Service Pack 2 or those that have Automatic Upgrade turned on may see a connection expired message when connecting to Internet Banking. If this is the case we recommend the following steps:
- Open up Internet Explorer
- Click on Tools
- Click Internet Options
- Click on Security tab
- Click on Trusted Sites
- Click on Sites
- Add *.ibank.therock.com.au (Untick "Require server verification")
- Internet Banking should now be accessible.
You may also want to add http://www.therock.com.au to the trusted sites as this will prevent the security alert from being displayed. Windows XP SP2 forces PC users to be more specific about the types of sites they visit and how they will behave, therefore you need to configure your software appropriately.
How can I tell if the site is the legitimate site or if it is a hoax?
Check that the website address (URL) in the web address bar is www.therock.com.au
When you are in Internet Banking, make sure that the padlock is visible in the bottom right hand corner, to tell you that the site is secure.
If you are not sure, then retype www.therock.com.au into the website address bar (URL) rather than clicking on a link. This ensures you are directed to a legitimate site.
What software do I need?
The new website is optimised for use with Internet Explorer (IE7) and Firefox 5. Safari is not supported which means the website view may not be optimal. Adobe Flash Player will be required to download and play any video's posted on the site.
What is The Rock's BSB?
The Rock's BSB is 655 000.
How can I save on ATM fees?
To avoid paying a direct charge fee when withdrawing funds through an ATM, visit a rediATM – The Rock’s official direct charge free ATM network. It’s one of Australia’s largest ATM networks with access to more than 3,400 rediATM’s across Australia.
Is there a monthly fee on The Only account?
There is a $6 monthly fee on The Only account if your balance falls below $1,500. However, if you maintain a balance of $1,500 or more for the entirety of the month, this fee will be waived.
Does The Rock offer an everyday transaction account with no monthly fee?
Yes. The Rock's Fee Cruncher account is an everyday transaction account with no monthly fees ever! However, conditions do apply. Please refer to our product schedule for further details.
What is the minimum opening deposit for the Online Saver account?
The minimum opening deposit is $2,000. The ongoing balance can fall below this amount however no interest is payable on these funds. The applicable interest rate is paid on the full balance over $2,000.
What is the minimum amount I need to receive the Special Rates on a Term Deposit?
Is there a fee for using my ATM card at an EFTPOS terminal?
Yes, there is a $0.65 fee each time you use your card at an EFTPOS terminal.
When can I access my Christmas Club account?
The Christmas Club account becomes accessible from the 15th November until the 31st December. You are able to access your funds at any time outside this period, however there is a $25 fee each time that you do.
Loans - General
For what purpose can I borrow money from The Rock?
The Rock is able to lend money:
- To buy a home
- To buy an investment property
- To construct a home
- To refinance your existing loan
- To consolidate your debts
- For investment purposes
All of our loans require security over a residential property.
Will The Rock require a property valuation?
The Rock requires all properties offered as security to have a valuation completed by a valuer on our panel.
How much can I borrow?
What you can borrow depends on your borrowing capacity. We take into account all of your assets and liabilities to calculate your serviceability. Our loan calculators will assist you to an idea of how much you can borrow. Our minimum we will lend is $50,000.
What is the difference between fixed and variable rates?
A variable rate is subject to change in line with market conditions. Therefore your repayments can decrease and increase. Fixed rates allow a fixed repayment over a certain period.
What is pre-approval, and how do I get it?
Pre-approval is a conditional approval subject to certain conditions. This allows you to find out how much you can borrow before you start looking for a new home.
Loans - Features
How can I make repayments on my loan?
You can make repayments by:
- Transfer funds from any Rock account to your home loan account via Internet Banking or Phone Banking
- Set up an automatic payment from your nominated account
- Make a repayment at any of our branches or mini branches
Can I payout my loan at any time?
You can payout your loan at any time. Fixed Rate loans will incur a break cost fee. Loans established prior to 1 May 2011, may also be charged a Deferred Establishment Fee.
What is a split loan?
You can split your loan up to six times. This allows you the flexibility to have a selection of Principal & Interest and Interest Only repayments as well as variable and fixed portions.
How much does it cost to split my loan?
The Rock does not charge a fee for this.
What is the cost to convert from a standard variable to a fixed rate?
$150 fixing fee.
What is an offset account?
An offset account is a transaction account that does not earn interest, instead interest charged to your loan is reduced by the amount you would normally earn on your account. Our offset account is 100% offset with the interest rate being the same as your loan interest rate.