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Always available 24 hours a day,

seven days a week.

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Always available 24 hours a day, seven days a week.
  • CitiPhone
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  • Hardship Assistance
  • Accessibility Services

CitiPhone Banking

Citi provides our customers with the power to control their own banking from anywhere, at any time. You have the freedom to do your own banking 24 hours a day, seven days a week, where ever you are in the world at a time that suits you.

FAQs
  • FAQs

  • How to use CitiPhone

  • Available Services

  • Your Security

  • Contact Us

How can I update my contact details?

To change your contact details, simply sign into Citibank Online and click the 'My Profile' link. This will then display options to change your Contact Details, via an OTP (One Time PIN) login. Changes available to you will include; Email Address, Phone Numbers, Address, and your consent to be contacted by Citibank.

New and Current Applications

Customers wishing to provide supporting documentation for Applications can submit their documents directly to our online portal. Please navigate to citibank.com.au/applicationstatus and select 'submitting your supporting documents'. Please then follow the prompts to complete the process.

Customers can also contact us via additional channels;

For Email support, including submission of supporting documents, please direct all queries to newca1@citi.com

Fax - 1300 301 3041300 301 304. Please note, Application ID needs to be noted on ALL pages faxed through.

Postal Address - Citi Credit Cards and Loans, GPO Box 1625, Sydney, NSW, 2001.

If you wish to speak to a member of the Applications team regarding your application status, or if you have any other queries, please contact us on 1800 807 1381800 807 138.

Getting started is easy and simple, all you need to gain access to self-service phone banking is:

  • Your Citi card or your account number
  • Your Telephone Personal Identification Number (TPIN)*
  • Your registered mobile phone to receive a One-Time-PIN

*If you do not have a TPIN please call us on 13 24 8413 24 84, enter your Card Number/Account Number, and then select options 5, 1, and then 2. Then follow instructions of how to reset.

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Click button in demo above to navigate
back to previous menu option.

LEVEL 1
  • 1 Card Activations

  • 2 Balances, Rewards and Online

  • 3 Fund Transfers and Bpay

  • 4 Current Offers

  • 5 Telephone PIN & Self Service

  • 0 Transfer to an Agent

  • * Hear the options again

LEVEL 2
  • 1 Account Balance - Credit Card

  • 2 Account Balance - Ready Credit

  • 3 Account Balance - Transaction / Savings / Foreign Currency

  • 4 Account Balance - Home Loan

  • 5 Account Balance - Term Deposit

  • 6 Online Banking & Insurance Queries

  • 0 Transfer to an Agent

  • * Hear the options again

  • 1 BPAY Payment

  • 2 Online Saver Funds Transfer

  • 3 Internal Account Funds Transfer

  • 4 Third Party Funds Transfer

  • 0 Transfer to an Agent

  • * Hear the options again

  • 1 Change Telephone PIN

  • 2 Cheque Status Enquiry

  • 3 Cheque Book Request

  • 4 Online Activation Code (OAC) Retrieval

  • 5 Tax File Number Registration

  • 0 Transfer to an Agent

  • * Hear the options again

LEVEL 3
  • 1 Card Account Balance & Recent Activities

  • 2 Rewards inquiry, Redemption & Status

  • 7 Return to previous menu

  • 0 Transfer to an Agent

  • * Hear the options again

  • 1 Balance Confirmation

  • 7 Return to previous menu

  • 0 Transfer to an Agent

  • * Hear the options again

  • 1 Balance Confirmation

  • 7 Return to previous menu

  • 0 Transfer to an Agent

  • * Hear the options again

  • 1 Balance Confirmation

  • 7 Return to previous menu

  • 0 Transfer to an Agent

  • * Hear the options again

  • 1 Balance Confirmation

  • 7 Return to previous menu

  • 0 Transfer to an Agent

  • * Hear the options again

  • 1 Online Banking Enquiry

  • 2 Insurance related queries

  • 7 Return to previous menu

  • 0 Transfer to an Agent

  • * Hear the options again

  • 1 Transfer funds to Home loan or Transaction account

  • 2 Payment to Credit Card / Ready Credit / Personal Credit / Business Credit

  • 7 Return to previous menu

  • 0 Transfer to an Agent

  • * Hear the options again

  • 1 Transfer Internal to Citibank

  • 2 Transfer External to Citibank

  • 7 Return to previous menu

  • 0 Transfer to an Agent

  • * Hear the options again

  • 1 Change your Telephone PIN

  • 2 Create your Telephone PIN

  • 7 Return to previous menu

  • 0 Transfer to an Agent

  • * Hear the options again

FUNCTIONALITY Online Banking Mobile Banking IN BRANCH Telephone Banking ATM
EVERYDAY ACCOUNTS
Check account information  
Check your balance
Deposit funds        
Check recent transactions  
Pay bills using BPAY®    
Perform account maintenance    
Establish E-Alerts for account transactions        
Transfer of funds to 3rd party  
Transfer of funds internal to Citi  
Withdraw Cash      
STATEMENTS
View Statements / View eNotices      
Order copy of current statement    
Order copy of previous period statement    
Switch to eStatements      
Switch to eNotices      
CHEQUES
Query a cheque payment      
Order a Bank Cheque      
Order a cheque/deposit book    
CREDIT CARDS
Apply for a new credit card    
Activate your card      
Check your balance
Check your payment schedule    
Perform a balance transfer    
Request for an additional cardholder    
Check application status    
Pay bills using BPAY® (selected billers)    
Setup direct debit      
RATES
View current market FX rates    
OTHER
Change your ATM PIN  
Change your Telephone PIN (TPIN)        
Obtain available funds for home loan redraw    
Open new Citi accounts      
Register online account      
Retrieve user ID (for online account)      
Reset password (for online account)      
Telephone PIN (TPIN)

When calling Citi, you will be required to enter your Citi card number or account number and your Telephone PIN to perform self-service banking. You can change your Telephone PIN through our self-service menus or by speaking to one of our customer service officers.

Your Telephone PIN should be kept private and secure to ensure that your account information is protected. If you feel that the security of your Telephone PIN has been compromised in anyway, please contact us on 13 24 8413 24 84.

One-Time PIN (OTP)

The Citi One-Time PIN (OTP) is a unique single use PIN which will be sent as an SMS to your mobile phone.

For added security some transactions in Citiphone Banking require you to enter an OTP in addition to your Telephone PIN (TPIN). You can also use an OTP to quickly and easily identify yourself before transferring to a customer service officer.

Please note, the OTP used in Citiphone Banking is different to a Citibank Online OTP, and cannot be generated using your Citi Mobile App.

What is voice recognition?

Voice recognition, (also known as voice prints, or voice biometrics), are a set of features extracted from a person’s voice. These are unique to every person and closely related to your vocal tract shape and motion patterns.

You can choose to enroll to voice biometrics by speaking to a Customer Service Officer. During the conversation, a voice print will be captured and stored securely. The next time you call, we will compare the voice of the caller to the voice print on file and determine whether there is a match.

What are the benefits of voice recognition?

Speed & Convenience - Enrolling in voice recognition will make it quicker and easier for us to identify you. In many cases, it will mean we do not have to ask you additional identification questions.

Fraud Protection - once enrolled, if someone else calls and is pretending to be you, we will be able to see that their voice does not match the print we have on file.

Is voice recognition secure?

Yes - Your voice print will be stored in a secure server using industry leading encryption methods and cannot be 'played back'.

What happens if next time I call, I have a cold and my voice is different? How will you identify me?

The technology is sophisticated enough that we can still identify you. However, if we are unable to use your voice to identify you, we will use alternate questions to complete the identification. This will depend on the nature of your enquiry.

Does enrolling in voice recognition mean that I won’t have to answer any other additional questions?

In most cases yes. This will depend on the nature of your enquiry. In certain scenarios, you may be required to answer additional verification questions.

What happens to my Telephone PIN?

There are no changes. Your Telephone PIN can still be used both for self-service phone banking and when speaking to a Customer Service Officer.

Can I still identify myself using a One-Time PIN?

Yes. One-Time PIN is still available when speaking to a Customer Services Officer.

What happens if someone tries to impersonate my voice by playing back a recording?

The technology is designed to detect such impersonation. Please note, that the verification of your voice happens whilst speaking to a Customer Service Officer, it would not be a natural conversation if the voice is a recording being played back.

Using CitiPhone Banking

Getting started is easy and simple, all you need to gain access to self-service phone banking is:

  • Your Citi card or your account number
  • Your Telephone Personal Identification Number (TPIN)*

You can contact us on 13 24 8413 24 84 or + 61 2 8225 0615+ 61 2 8225 0615 if you are overseas. CitiPhone Banking is available 24 hours a day, seven days a week. Follow the easy directions to access information regarding your account. There is also an option to speak to a customer service officer if required to complete your enquiry.

*If you do not have a TPIN please call us on 13 24 8413 24 84, enter your Card Number/Account Number, and then select options 5, 1, and then 2. Then follow instructions of how to reset.

For specific enquiries, please refer to the contact numbers below:

Call Us
Product Number Hours
Credit cards and Loans 13 24 8413 24 84 24/7
Citi Prestige Priority Service Center 1800 782 9481800 782 948
+61 2 8225 0042+61 2 8225 0042
24/7
Signature Priority Service Center 1800 818 0081800 818 008
+61 2 8225 0615+61 2 8225 0615
24/7
Emirates Card Priority Service Centre 1800 460 7431800 460 743 24/7
Platinum Priority Service Center 1300 369 1451300 369 145 24/7
Home Loans 1300 361 9221300 361 922 (New customers)
1300 131 1271300 131 127 (Existing customers)
24/7
Everyday accounts 13 24 8413 24 84
+61 2 8225 0615+61 2 8225 0615
24/7
Insurance 13 24 8413 24 84 24/7
Citigold 1800 168 1681800 168 168 24/7
Metlife 1300 555 6251300 555 625 8am to 6pm Mon-Fri (AEST)*
AIA Australia 1800 333 6131800 333 613 8am to 6pm Mon-Fri (AEST)*
OnePath 1800 016 2841800 016 284 8:30am to 6:30pm Mon-Fri (AEST)*
Zurich Complimentary Insurance 1800 072 7911800 072 791 9am to 5pm Mon-Fri (AEST)*
Collections - Credit Cards and Loans 1300 369 7971300 369 797 9am to 9pm Mon-Fri (AEST)*
Collections - Home Loans 1300 300 4701300 300 470 9am to 5pm Mon-Fri (AEST)*

*Excluding Public Holidays

Fax Us
Australia 1300 301 3041300 301 304
Cover Sheet Click here (Adobe PDF, 225 KB)

Collections - Credit Cards and Loans 1300 550 2181300 550 218
Collections - Home Loans 1300 550 2171300 550 217

Mail Us

General Citi, GPO Box 40, Sydney NSW 2001.
Investments Citibank - Skybranch, GPO Box 40, Sydney NSW 2001.
Deposit accounts Citibank, GPO Box 40, Sydney NSW 2001.
Home Loans Citibank, GPO Box 4799, Sydney NSW 2001.
Collections - Credit Cards and Loans PO Box 3913, Sydney, NSW 2001
Collections - Home Loans PO Box 40, Sydney, NSW 2001
Insurance
MetLife GPO Box 3319, Sydney NSW 2001.
AIA Australia PO Box 6111, St Kilda Road Central, VIC 8008.
OnePath 347 Kent Street, Sydney NSW 2001.
Cheques & Deposits
Credit cards GPO Box 5427 Sydney NSW 2001.
Deposits Banking Services, Citibank Pty Ltd, GPO Box 40, Sydney NSW 2001.
Ready Credit GPO Box 5427 Sydney NSW 2001
Home Loans GPO Box 5347 Sydney NSW 2001

Hardship Assistance

Address: PO Box 3453, Sydney NSW 2001.
Fax Number: 1800 020 8611800 020 8611800 020 861
Phone Number: 1800 722 8791800 722 8791800 722 879 (Opening Hours: 9am to 5pm AEST,
Monday to Friday, excluding Public Holidays).

Accessibility Services

For customers who are deaf or have a hearing/speech impairment:

1. National Relay Service - www.relayservice.com.au

2. Telephone Typewriter (TTY) Users - call 133 677133 677; request 02 8225 061502 8225 0615.

3. Speak and Listen Users - call 1300 555 7271300 555 727; request 02 8225 061502 8225 0615.

4. Internet Relay Users - connect to the NRS website www.iprelay.com.au/call/index.aspx; request 02 8225 061502 8225 0615.

5. Translation and Interpreting Services – call 1800 131 450; website www.tisnational.gov.au

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