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 Care Team can help you with your query.

General 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 organisations 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.

Why do I need a zero balance on my salary packaging account/cards by 31 March?

ATO guidelines require that your salary packaging accounts and salary packaging cards (including your Meal Entertainment and Holiday Accommodation Card) should have zero balance before 31 March. If you do not have a zero balance by 31 March, the amount you can salary package in the following FBT year will be reduced. This will affect your regular payments made from your salary packaging, such as your home loan or rental payments.

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.

Can I use salary packaging to repay my HECS/HELP debt?

You can use salary packaging to make voluntary repayments to your HECS/HELP debt. Voluntary repayments made through salary packaging are in addition to compulsory repayments. For further information, see the ATO website.

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Salary Packaging Card questions

Where can I use my salary packaging card?

Your salary packaging card is a prepaid Visa card and can be used wherever Visa is accepted within Australia and overseas. It can be used for credit card purchases at shops, over the phone and on the internet (using supplier websites) and at some utilities that allow payment of accounts by Visa. It cannot be used for BPay payments or to withdraw cash. Your spending is limited by the amount of money that has been placed on the card from your salary packaging account.

It can not be used:

  • to pay amounts off another credit card
  • to pay your mortgage
  • to pay other loans
  • to purchase store credit cards
  • for any other payments that cannot be paid on a credit card

You also cannot use the salary packaging card to transfer funds to other bank accounts including savings accounts. No cash advances or cash type transactions are permitted. This would be in breach of ATO legislation. CBB monitors your account and if you breach these conditions your salary packaging card may be cancelled.

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 763 505 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. Only the cardholder can change the PIN.

Here are ways you can change the PIN:

  • Via Internet Banking – Log on, then select Services > Card Management (the card must be activated before the PIN can be changed)
  • Take the card to a Beyond Bank branch – you will require Photo ID
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?

Only the card holder can request a new PIN. Here are the options to gain a new PIN:

  • Via Internet Banking – Log on the select Services > Card Management
  • You can telephone Beyond Bank Customer Relationship Centre on 13 25 85 and request a new PIN to be posted to you. Telephone Banking Passcode required.
  • Take the card to a Beyond Bank branch – you will require Photo ID to select a new PIN. 
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.

How do I access my account details?

To set up or to keep track of your salary packaging card account transactions, log on to internet banking via the Beyond Bank website or contact Beyond Bank Australia on 13 25 85.

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.

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Meal Entertainment and Holiday Accommodation Card questions

How do I get started?

Taking advantage of this entitlement is easy; simply phone CBB’s helpline on 1300 763 505.

You can package up to $101.92 per fortnight ($2,650 per FBT year).

Read more about the Meal Entertainment and Holiday Accommodation card here.

Who is eligible for the benefit?

Employees who salary package with CBB are able to salary package a further $2,650 per year for meal entertainment, holiday accommodation and venue hire expenses in addition to general salary packaging from employees of organisations who have approved this benefit.

Read more about the Meal Entertainment and Holiday Accommodation card here.

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

Yes. However the funds on your Meal Entertainment and Holiday Accommodation Card are in addition to these funds.

Read more about the Meal Entertainment and Holiday Accommodation card here. 

Can I use my Meal Entertainment and Holiday Accommodation Card to pay for others?

You can use the card to purchase meal and/or drinks for your family and/or friends. The card can be used on accommodation where you were in attendance.

Read more about the Meal Entertainment and Holiday Accommodation card here.

Can my partner have a Meal Entertainment and Holiday Accommodation Card ?

Yes. An additional card can be organised through Beyond Bank directly by phoning them on 13 25 85.

Read more about the Meal Entertainment and Holiday Accommodation card 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 and Holiday Accommodation card here.

Can I use the meal card overseas?

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

Read more about the Meal Entertainment and Holiday Accommodation card here.

How do I substantiate the claim?

No need, it is that easy. Just use your Beyond Bank Meal Entertainment and Holiday Accommodation Card!

Read more about the Meal Entertainment and Holiday Accommodation card here.

Do I need to keep my receipts?

Yes, only if catering for a special event. You will need to keep a record of the event and who attended, in case you are audited by the ATO. Your transaction history is maintained via your Beyond Bank Internet Banking for any future reference by you, your employer or the ATO.

Read more about the Meal Entertainment and Holiday Accommodation card here.

Can I use the card to make purchases online?

Yes, but for any online purchases they must still fall within the guidelines of use. Any online purchases must be strictly for meals or accommodation only, for which you are in attendance.

Read more about the Meal Entertainment and Holiday Accommodation card here.

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

The short answer is no, you don’t have to have a zero balance on your meal card at the end of FBT year. However, it is more beneficial for you to have a zero balance on your card by 31 March each year, as this will enable you to package the maximum benefit, $2,650, in the following FBT year.

Read more about the Meal Entertainment and Holiday Accommodation card here.

What happens to the funds on my card(s) if I leave my organisation?

You will be given 60 days from your termination date to spend the funds on your card.

Any unspent funds will be returned to your former employer and forwarded to you after being taxed accordingly.

Read more about the Meal Entertainment and Holiday Accommodation card here.

How often can I change the amount I allocate to my Meal Entertainment and Holiday Accommodation Card?

There is no limit to how many times you can change the amount; however each organisation may have their own limits and this benefit is capped at a maximum of $2,650 per FBT year. Every time you change your packaging amount, CBB will contact your pay office and deductions will be actioned subject to employer approvals and constraints.

Read more about the Meal Entertainment and Holiday Accommodation card here.

How do I change the amount I allocate to my Meal Entertainment and Holiday Accommodation Card?

Complete and submit a change to current deductions form (ensure that you select ‘Meal Entertainment/Holiday Accommodation).

Read more about the Meal Entertainment and Holiday Accommodation card here.

How will this affect my Centrelink Family-Tax benefits?

All means-tested Centrelink benefits are not affected by salary packaging.

When declaring your income to Centrelink, simply advise them of your standard gross salary (without salary packaging).

We suggest you contact your financial advisor or Centrelink for advice where required.

Read more about the Meal Entertainment and Holiday Accommodation card here.

How will this affect my HECS or HELP repayments?

As the $2,650 benefit is reportable (grossed-up reportable amount of $5,000), it will increase your total assessable income. This could impact the calculation for repayment of the HECS/HELP/SFSS debt and the repayment may increase.  To ensure your HECS/HELP/SFSS deduction is enough you are welcome to use our free salary packaging calculator online via our website, or alternatively call our dedicated Helpline on 1300 763 505.

We suggest you contact your financial advisor for advice where required.

Read more about the Meal Entertainment and Holiday Accommodation card here.

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My Rewards Club questions

How do I access CBB Rewards Club?

Visit www.cbb.myrewards.com.au.

Read more about the My Rewards Club here.

How can I change my account information?

To change your account information, log in to your account, select ‘My account’ at the top of the page and make changes as required. Once all of the changes have been made, please click submit to ensure the changes are saved.

Read more about the My Rewards Club here.

I’ve forgotten my password

To reset your password, click on ‘forgot your password’ on the login page and enter your username and email address. You’ll receive an email with a link to reset your password.

Read more about the My Rewards Club here.

Can I opt out or unsubscribe from CBB Rewards Club emails?

You can opt out or unsubscribe from receiving CBB Rewards Club emails via instructions in the email or on the CBB Rewards Club website.

Read more about the My Rewards Club here.

What browsers are compatible with the website?

The CBB Rewards Club website works best on, Google Chrome and Mozilla Firefox.  Some versions of Internet Explorer will work but some features may be unavailable.

Read more about the My Rewards Club here.

How will I know about special offers?

The CBB Rewards Club e-news is sent to subscribers regularly and feature special offers for you to consider.

Read more about the My Rewards Club here.

When I purchase an item what will appear on my bank statement?

You will receive an email from Pegasus Group Australia PayPal account confirming your payment has been received. Your credit card statement will display this as ATWORK.

Read more about the My Rewards Club here.

What do I do if I need help purchasing an item?

If you require any further assistance, please contact the Rewards Club Customer Care Team:
Phone: 1300 857 787
Email:  info@atwork.com.au

Read more about the My Rewards Club here.

What payment methods to you accept?

We accept all payments via PayPal. You may choose to pay using your PayPal account, or express check out using your Visa or Mastercard.

Read more about the My Rewards Club here.

How do I track order and payment?

When you make a purchase, you will receive a confirmation email with your sales order number. Please allow for 3-4 business for despatch of your order/s.

If you require any further assistance, please contact the administrators of CBB Rewards Club via
Phone: 1300 857 787
Email:  info@atwork.com.au

Read more about the My Rewards Club here.

Delivery timelines

Every item you purchase in CBB Rewards Club has different delivery timelines.

  • Electronic items are dispatched to your nominated email address within 48 hours. Sometimes, the email may go to your spam or junk folder so please check there before contacting us.
    Please note due to some supplier restrictions, it may take longer e.g. Harvey Norman electronic gift cards can take 5-7 business days to be delivered.
  • Physical movie tickets are dispatched within 4 days of receiving your order. Please allow time for Australia Post to deliver your tickets.
  • Physical gift cards are dispatched with 7–21 business days. Please allow additional time for Australia Post to deliver your gift cards.
  • Promotional offers: Due to their popularity offers purchased during promotional periods, flash sales or hot offers may take up to 28 business days to process. Please allow additional time for Australia Post to deliver your gift cards.

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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.