frequently asked questions

Below you’ll find answers to our most frequently asked questions, grouped into the following categories:

If you can’t find the answer you were looking for, simply contact us and one of our friendly customer service consultants can help you with your query.

general salary packaging questions

forms salary packaging questions

Salary packaging sounds too good to be true, what is the catch?

There isn’t one. Salary packaging is a privilege available to employees of organisastions with Public Benevolent Institution (PBI) or Health Promotion Charities (HPC) status. Policies and guidelines are set down by the Australian Taxation Office (ATO) so you can be assured that this benefit is an approved and legal option.

When does the FBT year begin and end?

The Fringe Benefit Tax (FBT) year commences on 1 April and ends on 31 March each year. This is different to the financial year which begins on 1 July and ends on 30 June.

What happens at tax time?

You’ll find that salary packaging won’t affect the way that you complete your tax return. The only additional step that you will need to do is include your reportable fringe benefit amount (which appears in your payment summary) on your tax return.

How do I change the amount for my regular payment?

If you need to change the amount of one of your regular payments just complete a new regular payment form. This is available here or by calling CBB Salary Packaging on 1300 763 505.

Can I change my salary packaging once it is set up?

Yes, it is possible to change the way your salary packaging money is allocated. All you need to do is give CBB a call on 1300 763 505.

Can I set up regular payments to my personal credit card account?

Yes. A regular payment can be set up to your credit card account, for a capped amount, and a proof of debt must be produced for the outstanding amount excluding cash advances – conditions apply.

Can I make changes to my salary packaging payment requests?

You are able to make changes to your salary packaging payment requests at any time and at no extra cost to you.  Just notify us in writing by completing the necessary forms and highlighting the request as an amendment.

How do I access my account statements?

Statements are available through this website by logging in to your CBB account. You should also receive an automated account statement via email each fortnight. If you are not receiving these statements, please call our team on 1300 763 505.

How do I get my CBB salary packaging card balance?

You can keep track of your CBB salary packaging card balance by accessing Beyond Bank Internet Banking or by calling Beyond Bank on 13 25 85.

back to top

salary packaging card questions

Salary packaging card questions

How do I get started?

It’s easy to start salary packaging and save money with CBB. Here’s what you need to do:

  • Check with your pay office that CBB is the official salary packaging provider for your organisation.
  • Call us on 1300 763 005 to book an appointment with one of our friendly consultants. We can organise everything over the phone, then email you the paperwork you need to begin saving tax.
  • Sign the forms we’ve produced for you and return these together with any further documentation we may need and we’ll create your salary packaging account.
  • Start saving tax and see your take home pay increase by up to 15%.
When can I expect to get my new card(s)?

You can expect your new card(s) to be delivered within 10 working days of completing the Beyond Bank Membership Application.

Will my card or PIN come first?

On completion of your Beyond Bank Membership Application, your card will be ordered. The PIN will be mailed first, followed by the card (which will be inactive until you activate the card).

How do I activate my card?

Once you have both your PIN and card, you will need to activate your card(s) in one of the following ways:

  • In a branch (photo ID or Telephone Banking Passcode required)
  • Call the Member Contact Centre on 13 25 85 (Telephone Banking Passcode required)
  • Internet Banking (Internet Banking Passcode required). Select “Card Services” > “Activate Card”

Can I change my PIN?

Once the card is activated, the PIN can be changed by visiting a Beyond Bank branch with your card or at selected rediATMs. The current PIN must be entered in order to change the PIN.

rediATMS can be identified by this logo:
redi ATM logo
Note: Only selected rediATMs offer this service, the following ATM’s do not offer this service: BOQ, NAB.

What happens if I get my PIN wrong three times?

If a PIN is incorrectly entered three times, the PIN will be inactive for 24-hour period. The card can still be used to payWave, as a PIN is not required.

What if I have forgotten my PIN?

If you have forgotten your PIN, the following options are available:

  • Change the PIN at a Beyond Bank branch. Only the cardholder can change the PIN upon identifying themselves with photo ID.
  • If visiting a branch is not an option, a replacement PIN can be arranged by calling the Member Contact Centre on 13 25 85. A Telephone Banking Passcode is required for identification to request a new PIN. The new PIN will be mailed to you.
Does the salary packaging card have Visa payWave?

Yes. Visa payWave can be used for individual purchases under $100.00 with a limit of $1,200.00 per day.

What is Visa payWave?

Visa payWave is a quick and convenient contactless method of payment. Featuring a distinctive contactless symbol, the Visa payWave card has a tiny antenna embedded into the chip which securely transmits purchase information.

Visa payWave can be used for individual purchases under $100 with a per day limit of $1,200.

What do I do if my card is stolen or lost?

If your Visa Card is lost or stolen, or if you believe your PIN has become known to someone else, it’s important to tell us immediately.

  • During business hours, phone Beyond Bank on 13 25 85 or visit your nearest branch. You can find the opening hours on the Beyond Bank website.
  • After hours, phone the Beyond Bank 24 Hour Card Hotline on 1800 648 027
  • If you are overseas, call the reverse charge Visa International 24 Hour Hotline on +61 2 8299 9101

If you have Internet Banking you can update the status of the card to Lost or Stolen in “Card Services” > “Update Card Status”.

beyond bank update card status example
What do I do if I think there has been fraudulent transactions on my card?

Beyond Bank are governed by the “Visa International Operating Regulations”. If there has been charged for goods or services you have not authorised, it is fraud.

You will need to complete a Visa Transaction Dispute Form available from a branch or by calling the Beyond Bank Member Contact Centre on 13 25 85. It may take up to 45 days for them to complete their investigation. Further information regarding the process is provided in the Beyond Bank Product Guide.

When is the Beyond Bank Contact Centre open?

8am to 8pm (CST) weekdays
9am to 3pm (CST) on Saturdays
(All States – excluding Public Holidays)

The Beyond Bank Member Contact Centre number is 13 25 85.

What can the Beyond Bank Contact Centre help me with?

Beyond Bank Member Contact Centre consultants can assist with the following:

  • Card balances and transaction history
  • Change of address
  • Report lost or stolen cards
  • Requesting replacement cards
  • Assistance with Internet Banking or Mobile Banking
  • General enquiries regarding your Card(s)
  • Applications for products such as credit limits, home, personal and car loans
  • Savings and Investment accounts, Community Banking accounts
  • Arranging general insurance, including travel insurance
  • Arranging to speak with one of our Financial Planners
  • Foreign exchange and currency information
  • Ordering statements or changing statement frequency (fees may apply)

The Beyond Bank Member Contact Centre number is 13 25 85.

Is there a Telephone Banking service available?

Yes, it is called the Beyond Bank Account Information Line and the number is 13 14 02.

You can use the Account Information Line to hear card balances, hear the last 10 transactions on your card, change your Telephone Banking Passcode, and hear branch locations.

How do I get my Telephone Banking Passcode or Internet Banking Passcode?

You will be able to select a Telephone Banking Passcode and Internet Banking Passcode when you are completing the Membership Application form.

How do you use the Account Information Line?

To use the Account Information Line, simply follow these steps:

  • Call 13 14 02
  • Enter your membership number (bottom left of card) followed by the # key
  • Enter your Telephone Banking Passcode followed by the # key
  • After access has been granted:
    • Press * at any time to advance to the main menu

The overseas number for Account Information Line is +61 8 8274 4522.

Is there Internet Banking available?

Yes. You can login to Beyond Bank Internet Banking here. Online help and tours of the site are available for you on the Beyond Bank website.

Beyond Bank contact centre staff can also assist with navigation and trouble-shooting. The Beyond Bank Member Contact Centre number is 13 25 85.

Is Mobile Banking available?

Yes, mobile banking enhances the online banking experience by providing access via your smartphone or tablet and is available 24 hours a day, 7 days a week. To access Mobile Banking, simply download the Beyond Bank App which is available for iPad, iPhone and Android phones.

With Mobile Banking you can:

  • View accounts, including transaction listing
  • Establish and manage specific Push Notification Alerts
Are there SMS alerts?

Yes. If the Mobile Banking App is not an option, then Beyond Bank’s SMS Banking service helps you keep track of your accounts by sending and receiving text messages on your mobile phone.

You can set up SMS Alerts via Internet Banking and choose from the different options listed.

Will I receive a statement for my card(s)?

All CBB clients are set up to receive monthly e-statements via Internet Banking.

Confirmation emails will be sent to clients each statement period, informing them that their e-statements are available for viewing through Internet Banking. If e-statements are not an option (e.g. no email address), then clients will receive paper statements every six-months at no charge.

If a client requires paper statements more frequently that six-monthly, then quarterly or monthly cycles are available. A fee of $1.00 per statement applies for monthly or quarterly statements.

Does the Beyond Bank salary packaging Card allow me to make Bill Pay payments via Internet Banking?

Unfortunately Bill Pay Facilities are not available via Internet Banking. However you are able to use your Beyond Bank Salary Packaging card to pay your bills via the merchant’s website.  For example to pay a Telstra bill you will need to visit the Telstra website to make the payment.

How do I make payments from my salary packaging card?

Always use your 16 digit card number when making a payment to a third party using your Beyond Bank Salary Packaging Visa card. If a third party can’t accept a payment via this method then you will need to contact CBB salary packaging on 1300 763 505 to make other arrangements for this payment to be made on your behalf.

Always select the Credit option or use payWave when making a purchase to ensure your transaction is approved.

What type of payments can I make to my Salary Packaging and/or Meal Entertainment card?

Please note that the only payments that can be made to your Salary Packaging or Meal Entertainment card are salary payments transferred direct from CBB. Any other payment will be rejected and returned.

What access do additional cardholders have to my account?

The additional cardholders will have internet banking access via Beyond Bank to view CBB accounts where they have been nominated as an additional cardholder. In internet banking they can:

  • Log on with their own membership number
  • Change their contact details
  • Set up alerts, e.g. SMS balance alerts
  • Access statements

Overall additional cardholders can perform most functions apart from transact on the CBB account. They also cannot open further products, apply for loans, etc. using their membership number.

Access Beyond Bank Internet Banking here.

back to top

meal entertainment card questions

IMPORTANT NOTICE: On 25 November 2015 the Federal Parliament passed tax reforms relating to meal entertainment and holiday accommodation/venue hire benefits. From 1 April 2016 a single grossed-up cap of $5,000 (net $2,550) will apply to the salary packaging of meal entertainment and holiday accommodation/venue hire expenses. Click here for FAQs specific to this change.

meal entertainment questions

How do I get started?

Decide on how much you would like deposited onto your meal card each pay cycle for future meals and/or drinks e.g. $20 per fortnight or $50, $100 – whatever suits you.

Contact our friendly staff on 1300 763 505 and they will walk you through the steps required to get started.

Read more about the meal entertainment benefit here.

Who is eligible for the benefit?

Employees who salary package with CBB are able to salary package meal entertainment expenses in addition to general salary packaging from employees of organisations who have approved this benefit.

Read more about the meal entertainment benefit here.

Can I use my CBB Salary Packaging Card to pay for my meals?

Yes. However the funds on your meal card are additional to these funds.

Read more about the meal entertainment benefit here.

Who can I claim for?

You can claim for you, family and/or friends.

Read more about the meal entertainment benefit here.

Can my partner have a Meal Entertainment card?

Yes, we can issue a Meal Entertainment card to your partner. You can apply for an additional card when applying for yours or requested one at a later stage. There is no additional charge for a partner card.

Read more about the meal entertainment benefit here.

How do I check my balance?

You can use phone or internet banking and even a Beyond Bank ATM.

Read more about the meal entertainment benefit here.

Can I use the meal card overseas?

Yes, but there may be additional costs applicable due to the currency exchange fees.

Read more about the meal entertainment benefit here.

How do I substantiate the claim?

No need, it is that easy. Just use your Beyond Bank meal card.

Read more about the meal entertainment benefit here.

Do I need to keep my receipts?

No. Your transaction history is maintained on the Beyond Bank website for any future reference by you, your employer or the ATO.

Read more about the meal entertainment benefit here.

Do I have to have a zero balance in my meal card at the end of the FBT year?

No. The best news of all is that you can carry forward your funds from one FBT year to the next.

Read more about the meal entertainment benefit here.

If I have extra funds on my CBB Meal Entertainment card, can I use these funds for my accommodation costs?

No. These funds are only for food and beverages consumed at the same time for the purpose of entertainment.

Read more about the meal entertainment benefit here.

How often can I change the amount I allocate to my meal card?

There is no limit; however each organisation may have their own limits. Every time you change your packaging amount, CBB will contact your pay office and deductions may not be actioned in time due to employer approvals and constraints. Visit the salary packaging forms page to amend your packaging amount.

Read more about the meal entertainment benefit here.

How will this affect my Centrelink benefits/HECS/HELP repayments?

Great news – as this is a non-reportable benefit, your accessible income will reduce and have a beneficial impact on your Centrelink or HECS payments. As this is an exempt benefit it is not reported on your employee payment summary provided by your employer. Contact your financial advisor or Centrelink for further advice, where required.

Read more about the meal entertainment benefit here.

back to top

holiday accommodation & venue hire questions

IMPORTANT NOTICE: On 25 November 2015 the Federal Parliament passed tax reforms relating to meal entertainment and holiday accommodation/venue hire benefits. From 1 April 2016 a single grossed-up cap of $5,000 (net $2,550) will apply to the salary packaging of meal entertainment and holiday accommodation/venue hire expenses. Click here for FAQs specific to this change.

holiday accommodation questions

How do I get started?

Simply contact our friendly Helpline staff on 1300 763 505 and they will walk you through the steps required to get started and help you decide how much to set aside each pay period.

Read more about the holiday accommodation and venue hire benefit here.

Who is eligible for the benefit?

Employees who salary package with CBB are able to salary package holiday accommodation & venue hire expenses in addition to general salary packaging, where it has been approved by their employer.

Read more about the holiday accommodation and venue hire benefit here.

Where do I get a claim form?
What options do I have to make my Holiday Accommodation claims?

There are two methods available – the ‘savings’ method and the ‘reimbursement’ method. For further information see our holiday accommodation and venue hire page.

Visit the salary packaging forms page to download a form, then complete and return to CBB.

Read more about the holiday accommodation and venue hire benefit here.

Can I use my CBB Salary Packaging Card to pay for my accommodation?

No. These funds are pre-tax dollars and therefore cannot be used to pay for accommodation.

Read more about the holiday accommodation and venue hire benefit here.

Who can I claim for?

You can claim for accommodation provided the invoice is in your name and you were in attendance.

Read more about the holiday accommodation and venue hire benefit here.

How do I substantiate the claim?

If the accommodation was within Australia, you will need to provide CBB with the original tax invoice, which must be in your name. If overseas, you will need to provide CBB with the invoice clearly indicating the accommodation only (foreign languages must be translated to English to ensure allowable charges are reimbursed) and a bank statement showing the amount charged in Australian dollars. We suggest you ask for a separate invoice for the accommodation. Claims may not be accepted if the CBB cannot substantiate the items on the invoice.

Read more about the holiday accommodation and venue hire benefit here.

When can I expect funds to be reimbursed to me?

Usually within 5 business days, from receipt of documentation, when you have sufficient funds set aside and providing you submit eligible tax invoices accompanied by a correctly completed CBB claim form.

Read more about the holiday accommodation and venue hire benefit here.

Can I fax or email in my claim form and invoices?

No. CBB must hold the original tax invoices therefore you must post your reimbursement form and tax invoices to CBB.

Read more about the holiday accommodation and venue hire benefit here.

Can I use my CBB Salary Packaging Card to pay for my accommodation?

No. These funds are pre-tax dollars and therefore cannot be used to pay for accommodation.

Read more about the holiday accommodation and venue hire benefit here.

If I cancel my accommodation can CBB get funds back from the supplier?

No. CBB will only reimburse the client direct. Only those who have completed their stay are eligible for reimbursement therefore a cancellation in advance will not comply.

Read more about the holiday accommodation and venue hire benefit here.

Do I have to have a zero balance in my Holiday Accommodation Account at the end of the FBT year?

No. The best news of all is that you can carry forward your funds from one FBT year to the next. Start saving well in advance for that long awaited holiday!

Read more about the holiday accommodation and venue hire benefit here.

If I have extra funds on my CBB Meal Entertainment card, can I use these funds for my accommodation costs?

No. These funds are only for food and beverages consumed at the same time for the purpose of entertainment.

Read more about the holiday accommodation and venue hire benefit here.

What if I do not want to be reimbursed for accommodation but have funds at CBB how do I get my money back?

Funds can be returned to your employer, taxed and returned to you by your employer. Any accommodation fees paid to the CBB are non-refundable.

Read more about the holiday accommodation and venue hire benefit here.

Does CBB charge a fee for this benefit and how is it applied?

The fee is $15.00 each time you claim – one claim may include multiple holiday expenses for one low administration fee. The fee is received pre-tax from your employer on your regular pay cycle like your general salary packaging fee. There is no fee when making regular contributions to CBB to save for your holiday.

Read more about the holiday accommodation and venue hire benefit here.

How often can I change the amount I allocate for Accommodation Expenses?

There is no limit, however every time you change your packaging amount, CBB will contact your pay office and deductions may not be actioned in time due to employer approvals and constraints. Visit the salary packaging forms page to download the form, then complete and return to CBB.

Read more about the holiday accommodation and venue hire benefit here.

How will this affect my Centrelink benefits/HECS/HELP repayments?

Great news – as this is a non-reportable benefit, your assessable income will reduce and have a beneficial impact on your Centrelink or HECS payments. As this is an exempt benefit it is not reported on your employee payment summary provided by your employer. Contact your financial advisor or Centrelink for further advice, where required.

Read more about the holiday accommodation and venue hire benefit here.

back to top

cbb rewards club questions

cbb rewards club questions

How do I get access to the rewards?

All rewards are for exclusive member only access. You will need a current membership card and member number to access Show & Save, Online and Phone Based rewards.

Read more about the CBB Rewards Club here.

How do I access the phone-based services?

It’s easy. You will be given an option to call the reward partner direct or call the 1300 number on the back of your membership card, then follow the prompts.

Read more about the CBB Rewards Club here.

What if my membership number does not work when I call?

Simply select the customer service option and one of our customer service consultants will offer you assistance.

Read more about the CBB Rewards Club here.

How do I access the online rewards?

Visit www.cbb.myrewards.com.au.

Read more about the CBB Rewards Club here.

For the website do I need a password to accompany the membership number?

On your first visit you will be asked to set up your own password via First Time Log In.

Read more about the CBB Rewards Club here.

What if a program partner does not accept the voucher or my My Rewards® show and save card?

If that happens to you, don’t worry. Simply let us know so we can follow this up, and in the meantime send the itemised invoice from that partner, along with your membership number to: Reply Paid 622 (no stamp required), Carnegie, VIC 3163.

Read more about the CBB Rewards Club here.

How can I keep up to date with any rewards changes or special offers?

All you need to do is register for our eNews via the website and we will send you regular eCommunications via e-mail.

Read more about the CBB Rewards Club here.

I can’t figure out how to access phone or web rewards.

Call the benefits hot-line on 1300 on the back of your card and select the customer service option. One of our trained consultants will be happy to assist you.

Read more about the CBB Rewards Club here.

What is the ‘rack rate’ for hotels and other providers?

The rack rate is the establishment’s maximum non-published rate that all rates are discounted from. Discounts apply to rack rates unless otherwise specified.

Read more about the CBB Rewards Club here.

I would like to nominate or suggest a business to be included in My Rewards, what do I do?

We’d love to hear from you! You can either call 1300 368 846 or email: merchant@myrewards.com.au with the business name, type and contact details and we’ll get in touch with the business.

Read more about the CBB Rewards Club here.

Can’t find the information you’re looking for? Simply contact us and one of our friendly customer service consultants will help you with your query.

back to top