Changes to Queensland Country branch network

Following a thorough review of Queensland Country Credit Union’s branch network, the organisation has decided to close its Dayboro and Tieri branches by 8 June 2018.

According to CEO, Aileen Cull, low transaction volumes in these two locations means it is no longer viable to provide a full-service branch offering.

“Branch delivery continues to be a vital part of Queensland Country’s offering for Members but, as with other financial institutions, the organisation cannot continue to provide full branch services at locations where demand is low,” she explained.

Services will continue to be provided to Members via Queensland Country’s Contact Centre, via the national network of ATMs and point-of-sale terminals, internet banking and phone banking.

Additionally, Queensland Country’s association with the Bank@Post scheme will allow Members with an eligible card that require face-to-face banking transactions to continue to do so in both locations.

“The face of banking is changing,” Ms Cull explained. “With the variety of access methods now available to consumers, visiting a branch has become less popular. In the two locations affected by this decision, less than three percent of the branch’s Members conduct an over-the-counter transaction on a weekly basis,” she added.

Members in the communities affected by the closures have been sent correspondence regarding the change. In addition, further information can be provided by calling 1800 075 078 or emailing memberexperience@qccu.com.au

Frequently Asked Questions

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WHY IS THE BRANCH CLOSING?

Queensland Country has proudly operated in Dayboro and Tieri for many years. In recent years, conditions within both communities have contributed to a decline in branch usage. Both branches now have low usage rates that cannot sustain a full-service branch presence.

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WHEN IS THE BRANCH CLOSING?

It is important to Queensland Country that we give Members and staff time to prepare for these changes. Therefore these changes will not come into effect until Friday 8 June 2018.

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WHAT ALTERNATIVES TO CLOSING THE BRANCHES WERE CONSIDERED?

  • Queensland Country is committed to the communities in which we operate. We only consider closing a branch as a last alternative.
  • In both locations, Queensland Country has looked for ways to cater to the reduced demand we have experienced.
  • Both branches are currently closed Wednesdays and work on reduced operating hours on other business days.
  • Despite our best efforts, the demand in both branches is not sufficient to sustain a branch presence.
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WHAT DOES THIS MEAN FOR MY ACCOUNTS AND MEMBERSHIP?

  • The management of your accounts will be transferred to the nearest Queensland Country branch.
  • For Dayboro, this will be the Brisbane CBD branch (Post Office Square, Adelaide Street).
  • For Tieri, this will be either Canelands Central or Mount Pleasant branches.
  • Maintaining a personal relationship with our Members is important to us. Staff from the new branches will be in touch with members that regularly transact over-the-counter in the next few weeks to introduce themselves and provide you with their contact details.
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WHAT DO I NEED TO DO?

Nothing. Accounts currently allocated to Tieri and Dayboro will automatically be transferred to Mackay Canelands and Brisbane Post Office Square branches respectively.  This will not affect how you use your accounts or any of the details specific to your account.  You can continue to use any of our branches right across the State.  

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HOW CAN I CONTINUE TO OPERATE MY ACCOUNT WITH QUEENSLAND COUNTRY?

Many Queensland Country Members live outside our branch networks and easily manage their accounts with us through a variety of channels. You can continue to operate your Queensland Country account via the below methods:

  • ATM
  • EFTPOS
  • Internet Banking
  • Phone Banking 1300 722 812
  • Bank@Post – access via most Australia Post locations
  • Our Queensland based contact centre 1800 075 078
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HOW CAN I DEPOSIT FUNDS INTO MY ACCOUNT?

  • You can continue to transact at our Dayboro and Tieri branches as normal up to and including Friday 8 June 2018.
  • You can arrange to have funds directly credited to your account by providing your BSB (704-640), account number and account name to your employer or anyone who you expect to receive funds from.
  • Cash and Cheques can also be deposited to your account using Bank @ Post. A $2.65 fee applies to cash/cheque deposits and a card (excluding Business Visa) must be present to authenticate the transaction. For deposits containing additional cheques a $0.50 fee applies.
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HOW CAN I WITHDRAW CASH FROM MY ACCOUNT?

  • You can continue to transact at our Dayboro and Tieri branches as normal up to and including Friday 8 June 2018.
  • After this date, cash can be withdrawn from any ATM or point-of-sale terminal using your CueCard, Visa Debit Card or Visa Credit Card.
  • Alternatively cash can also be withdrawn from your account using Bank @ Post. A $2.50 fee applies to cash withdrawals and a Card (excluding Business Visa) must be present to authenticate the transaction.
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CAN I STILL OPERATE MY BUSINESS ACCOUNTS?

  • Accounts that have a CueCard, Visa Debit or Personal Visa Credit Card attached can use the Bank @ Post facility to deposit both cash and cheques. Withdrawals can also be performed through this facility.
  • Accounts that are operated using a Business Card facility i.e. Business Visa will not be able to use the Bank @ Post facility as the Credit Union’s agreement with Australia Post only permits personal banking and does not extend to business banking.
  • The Credit Union offers business banking solutions such as merchant facilities and BPAY Biller to assist your cash flow requirements. Additional information on these facilities can be obtained by talking to your local staff or calling our contact centre staff on 1800 075 078.
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CAN I STILL PURCHASE A CORPORATE CHEQUE?

No. An alternative to purchasing a Corporate Cheque is to purchase a Money Order through any Australia Post location. For more details on this service contact Australia Post or view here. You can also transfer funds using our online internet banking facility.

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HOW DO I ARRANGE CASH FLOATS FOR MY BUSINESS?

Cash floats will no longer be able to be obtained through Dayboro or Tieri branches of Queensland Country. Members requiring cash floats are welcome to use their nearest Queensland Country branch.

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WILL THE ATM CONTINUE TO OPERATE?

The ATM at Tieri will continue to operate until at least March 2019, with a decision on the machine’s long-term future to be made at that stage. 

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HOW DO I MANAGE MY HEALTH FUND CLAIMS NOW?

You can easily manage your health fund claims online via our Online Member Services, via the Health Fund app or by calling our Health Fund Contact Centre on 1800 813 415. Ensure you have your health fund card with you when you use your benefits, as most providers can swipe your card to retrieve your benefit immediately.

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WHAT DOES THIS MEAN FOR LOCAL STAFF?

Queensland Country’s staff are our greatest asset. As a people focussed business, they are an important part of the broader Queensland Country family and their wellbeing is important to us. We are currently working with the Dayboro and Tieri branch staff to determine the impact of the changes on their individual circumstances and determine how best we can support them.

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WHAT DOES THIS MEAN MORE BROADLY FOR QUEENSLAND COUNTRY’S OPERATIONS?

Queensland Country is currently in a strong financial position. However, low transaction volumes and low opportunities for growth have placed increased pressure on our operations in some of the communities where Queensland Country operates.

Like any business, we are constantly monitoring the market for any changes or disruptions that may have an impact on or provide an opportunity for the business. This is how we have managed to be successful in Queensland for over 45 years.

While localised branch services continues to be a vital part of how Queensland Country delivers its business, increasingly we are seeing Members choosing to access to our services via other delivery channels. Queensland Country is therefore evolving our business delivery methods to match this demand and follow changes in consumer behaviour.

Queensland Country will continue to be strong by adapting our business for the future.

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WOULD DAYBORO HAVE CLOSED IF THE MERGER BETWEEN ECU AND QUEENSLAND COUNTRY DID NOT OCCUR?

One of the challenges that ECU faced prior to the merger was a high cost structure. Had they not chosen to merge with Queensland Country and remained a standalone organisation, they would have been required to make decisions that reduced their costs. Based on current usage rates, it is likely that closing Dayboro would have been one of the cost-saving initiatives that ECU would have considered

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WILL QUEENSLAND COUNTRY CONTINUE TO SPONSOR THE 2018 DAYBORO DAY FESTIVAL?

Yes, we have committed to sponsor the event this year and will honour that commitment.

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IF BUSINESS MEMBERS CAN’T DEPOSIT FUNDS THROUGH BANK@POST, WHAT DO YOU RECOMMEND REGARDING BANKING CASH THAT MY BUSINESS ACCEPTS?

Cash deposits can be made at any Queensland Country branch.  Queensland Country can work with business owners regarding options that encourage less people to pay by cash. Such options may include point-of-sale terminals or the New Payments Platform (NPP) that allows immediate transfer of funds.

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IT WAS REPORTED IN THE MEDIA RECENTLY THAT QUEENSLAND COUNTRY MAY EXPAND INTO CLERMONT. HOW WILL THIS AFFECT THAT DECISION?

While an employee of Queensland Country attended a community meeting in Clermont regarding banking services in that town, no commitment was ever given to Queensland Country opening a branch in Clermont. Queensland Country will not be expanding into Clermont.