Help centre
Quick answers to common questions. Rates shown are indicative only. For anything else, see our contact page.
What do I do if I lose my card?
Lock the card in the app under Cards, then call us on 1800 555 0142 at any time. We cancel the old card and post a new one. It arrives in 3 to 5 business days.
How do I report a card stolen?
Call 1800 555 0142 straight away. We block the card and review recent transactions with you.
What are the daily transfer limits?
New accounts start with a $5,000 daily limit for transfers to other banks. You can lower or raise it in the app up to $25,000. Transfers between your own Kestrel accounts have no limit.
How long do transfers take?
Transfers between Kestrel accounts are instant. Transfers to other banks usually arrive within one business day.
What fees do you charge?
The everyday account has a $5 monthly fee, waived when you deposit $1,500 or more in the month. Savings accounts have no monthly fee. Overseas card purchases carry a 2% fee.
Is there a fee to use another bank's ATM?
Kestrel does not charge a fee for ATM withdrawals in Australia. The ATM owner may charge their own fee and will show it on screen before you confirm.
What are your opening hours?
Phone support is open Monday to Friday, 8am to 6pm, and Saturday 9am to 1pm (Sydney time). The app is available at all times.
How do I dispute a transaction?
Open the transaction in the app and choose Report a problem, or call us. Tell us the date, merchant and amount. We usually respond within 3 business days and may ask for more detail.
How long does a dispute take?
Most disputes finish within 21 days. Complex cases can take up to 60 days. We will update you at least every 10 business days.
What is the current savings rate?
The indicative savings rate is 4.10% a year, made of a 0.60% base rate and a 3.50% bonus rate. Rates are indicative only and can change without notice.
What is the current home loan rate?
The indicative variable home loan rate is 6.19% a year with a comparison rate of 6.25%. Rates are indicative only and are not an offer of credit.
How do I apply for a home loan?
Start an application in the app or call us. You will need two recent payslips, three months of bank statements and ID. Approval is subject to our lending criteria.
How do I keep my account secure?
Use a passcode that is not your birth year. Turn on app alerts. Never share your one-time codes. Kestrel staff never ask for your full password or a code by phone or text.
How do I spot a scam?
Be wary of urgent calls, texts or emails that ask you to move money or share a code. Hang up and call us on 1800 555 0142 to check.
I think my account has been hacked. What now?
Call 1800 555 0142 straight away. We will lock your accounts, reset your access and review recent activity with you.
How do I change my address or phone number?
Update your details in the app under Profile. For a change of name, call us and bring ID to a branch or send certified copies.
How do I make a complaint?
Tell us by phone, in the app or by email to complaints@kestrelbank.example. We acknowledge it within 1 business day and aim to resolve it within 5. If you are unhappy with our answer, you can take it to the external dispute body named in our reply.
How do I close my account?
Call us or use Close account in the app. Move your balance first and cancel any direct debits. We confirm closure in writing.