Brokers

Upcoming changes that will impact customers

In April and June, we notified our Adelaide Bank customers that Adelaide Bank products and services will be transitioned to Bendigo Bank products and services. We can now confirm that this transition will take place between 9 p.m. (AEDT) on Friday 5 December 2025 and 9 p.m. (AEDT) on Sunday 7 December 2025.

It is important to note that customers will not have access to their funds while this transition takes place. This includes ATM, EFTPOS and any online services such as online banking.

We’re making this important change as part of our commitment to improve and simplify our business. This will ensure we deliver customers a better banking experience.

In October and November, all customers will receive further letters from us. These letters will contain important information including their new Bendigo Bank customer and account numbers, updated details about the changes that will be made as part of the transition, how to access their accounts and what they need to do. Where applicable, customers will also be provided with replacement debit and/or credit cards.

If your customers have any questions about the changes, we’ve included some FAQs to help you.

Alternatively, you can contact us with any questions about the transition on (08) 8201 9867.

Frequently asked questions

What will customers receive if they have a home loan and/or offset account?

In June customers were sent a letter along with a printed copy of the Changes Booklet.

What will customers receive if they have a credit card or personal line of credit?

In June customers were sent a letter along with a printed copy of the Changes Booklet.

Why are these changes being made?

To simplify the way we do things so that we can deliver even better outcomes for our customers, partners and brokers.

What support will my customers and I have?

Each customer communication will clearly outline what customers need to do at each stage.

Customers may contact you in the first instance. If they do, these FAQs can help you respond to any queries.

Based on similar transitions in the past, you may expect to see an increase in customer queries as further communications are received and the transition date approaches.

We’ll update this FAQ page regularly to continue to support you in communicating with your customers about the changes.

Customers can contact us with any questions about the transition on (08) 8201 9866 or email migration.careteam@bendigoadelaide.com.au.

You can contact us on (08) 8201 9867 or via email above with any queries.

When will customers be notified?

By now, all Adelaide Bank customers would have received notice of the changes from us in writing. Most customers will have received an initial letter in April 2025, and the further letter in June 2025. However, depending on a customer’s circumstances, they may have received notice differently.

In October and November 2025, all customers will receive further letters from us. These letters will contain specific details including their new Bendigo Bank customer and account numbers, updated details about the changes that will be made as part of the transition (including recent changes to product information and terms and conditions), how to access Bendigo e-banking and the Bendigo Bank app, and what they need to do in specific instances. Where applicable, customers will also be provided with replacement debit and/or credit cards.

Will the new products be the same?

Each Adelaide Bank product has been mapped to an equivalent Bendigo Bank product.

Information about specific products is contained in the Changes Booklets. Printed copies of these booklets were sent to customers in June. They can also be accessed digitally by our customers and partners here: Changes to how you bank with us | Adelaide Bank.

My customer is asking me a question about something they have been asked to do. Where can I find more information?

To support our customers through the transition, FAQs have also been published on the dedicated migration support page. You can also view this information here: Changes to how you bank with us | Adelaide Bank

Lending support for existing customers

We’re here to support existing Adelaide Bank customers who require any assistance with their Adelaide Bank home loan.

New applications can no longer be submitted via ApplyOnline.

We suggest you reach out to your BDM or our Partner Assist team on 1300 791 679 team who will be able to talk through your scenario and offer the best solutions for your customers.

Alternatively, Adelaide Bank customers requiring further assistance can contact us directly on 1300 652 220 for support.