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COVID-19 support and information

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COVID-19 (coronavirus) continues to impact our everyday lives but we are committed to play our part to stop the spread.

During these difficult times, SERVICE ONE maintains two key priorities:

  1. the health and wellbeing of our Members, staff and the community, and
  2. maintaining Member access to banking services and educating Members about remote services available.

This page will be updated regularly with the latest information and guidance, including the Government's response and support available. 

  Assistance available for personal banking
  • home loan borrowers can apply for relief on loans for up to six months
  • waiving of fees for the restructuring or consolidation of loans
  • discounted interest rates on new personal loans taken out by existing SERVICE ONE Members
  • waiving of interest rate reduction for early withdrawals of term deposits prior to maturity, and/or
  • deferral of payments and extensions for Equipment Finance on a case-by-case basis.
  Assistance available for business banking
  • deferral of principal and interest repayments for up to six months
  • waiving of fees for the restructuring or consolidation of loans
  • waiving of interest rate reduction for early withdrawals of term deposits prior to maturity
  • waiving or deferral of a range of fees and charges, and/or
  • the deferral of interest payments on term extensions.

SERVICE ONE will fast track approvals to ensure Members receive support as soon as possible.  

Find out more about managing financial difficulty.

Maintaining access to banking services

As a result of social distancing requirements, an increasing number of workers working from home and potential lockdowns, we’re encouraging Members to be aware of all of the access services available to them. For Members without access cards and/or who have not established access to Internet banking, we encourage you to chat to us about these now. In addition, if you are not familiar with our digital capabilities such as Internet banking, the App, digital pay solutions, PayID and Osko instant payments, chat to us or use the links below to find out about how these may come in handy in the weeks to come.

Keep in mind the national ATM network is a convenient means to withdraw cash should you need it and funds held with SERVICE ONE are Government Guaranteed.


Internet and mobile banking

Check out everything you can do with our Internet banking facility and dedicated App.

Find out more

Digital pays

Our Visa debit and credit cards can be added to digital pays like Apple Pay to make your smartphone a payment device.

Find out more

PayID and Osko

These services can make it easier for you to send and receive money and fast!

Find out more

Information for those visiting our Branches and offices

SERVICE ONE takes the health and wellbeing of our Members, staff, visitors and the community seriously. In the interest of public health, we ask that you do not enter a SERVICE ONE Branch or office if:

  • you have been diagnosed with COVID-19 or you are awaiting test results to confirm a diagnosis
  • you have returned from overseas within the last 14 days
  • you have been in contact with someone who has been diagnosed with COVID-19 or who has returned from overseas within the last 14 days, and/or
  • you are displaying flu-like symptoms.

Should you require assistance with your banking, phone 1300 361 761 or use the Live Chat facility on our website (if available).

If you have any health concerns or think you may have been exposed to COVID-19, we urge you to contact your doctor immediately to arrange an appointment or contact the Coronavirus Health Information Line on 1800 020 080 (24/7). 

Following advice from the Australian Government Chief Medical Officer and the Department of Health we have implemented preventative hygiene measures across SERVICE ONE. We have also reinforced our policy that staff stay away from work should they feel unwell or show symptoms of cold, fever, or flu. We respectfully ask our Members to do the same when planning to visit our Branches or offices.

From Monday 11 May 2020, we will be imposing new limits on the number of Members/visitors allowed in the Branch at any one time. This limit will depend on the size of the Branch and will be marked on the entry. If queuing outside the Branch and once inside the Branch, please ensure you maintain the minimum 1.5 metre boundary between you and others at all times. We appreciate your assistance in helping us adhere to these requirements.

Branch trade

From Monday 28 September 2020, the SERVICE ONE Branch network will trade as follows:

Branch Status
Batemans Bay open
Belconnen open
Cooma open
Deakin open
Tuggeranong open
Tumut open

View Branch locations.

Quick links to Government support fact sheets for businesses and households impacted by COVID-19

The Government is acting to cushion the blow from COVID-19 for businesses and households to help them get through to the other side of the crisis as the world deals with the significant challenges posed by its spread.

Below are a series of quick links to access information to the Government's response.

Small or medium business with reduced cash flow? What's being done to boost your cash flow.
Is your business financially distressed? What's being done to support you.
Assisting the economic recovery How growth is being supported.
Employ an apprentice or trainee? This support is for you.
Are you a sole trader that has lost business? What's being done to support you and your business.
Household finances hit by reduced work?

What's being done to support your family budget.

Payments to support households. support line: 13 28 46

More information on COVID-19 and the Government's response, visit or

Government updates 



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The Department of Health website contains all of the latest health information relating to COVID-19.

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The Department of Home Affairs website contains all of the latest travel advice and restrictions.

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This information is current as at 28 September 2020 and is prepared without taking into account your individual and/or business needs and objectives. 

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