FAQs - Opt-In for Online Statements

What are the benefits of 'Opt-in' for Online Statements?
Opting in to receive statements online allows you to be notified via secure email when your Online Statements are available for viewing via Online Banking.

Do I need to register to be able to 'Opt-in' for Online Statements?
Yes, you will need to activate your Online Statement functionality by amending your access via the Online Statements Options, and selecting the radio button 'Online Statements', or contacting TIO on 1300 301 833 or visiting a TIO Branch.

What if I do not have access to Online Banking?
If you are already a TIO customer, you can register online, contact us on 1300 301 833, or visit a TIO Branch to become an Online Banking user.

How can I access my Online Statements?
There are two ways to access your statements.

  1. Simply login to Online Banking and select the 'Online Statements' option which is located in the drop-down list under the 'Accounts' Menu. This will display a PDF version of the current statements available for viewing.
  2. Simply login to Online Banking and select the 'Accounts' tab in the menu bar. Click on the 'Online Statements' from the drop-down list. Select the statement you wish to view and a pop-up window will appear, prompting you to select whether to 'Open' or 'Save' the statement.

Will I still receive paper statements through the mail?
No, if you have chosen the option to 'Opt-in' for Online Statements, you will not receive a paper-based statement in the mail.

Can I have dual selection of mailed and online statements?
No, the current system only allows you the choice of either mailed or online statements, not both.

Will I receive an email when a new Online Statement becomes available?
Yes, you will receive a notification via secure email advising your Online Statement is ready for viewing via Online Banking.

Do I have to pay to 'Opt-in' for Online Statements?
No, this service is provided free of charge to all TIO customers.

I would like a copy of an old statement but have not chosen the option to 'Opt in' for Online Banking. What can I do?
Contact us on 1300 301 833 or visit a TIO Branch to request a copy*. You can also register for 'Opt-in' for Online Statements via Online Banking and access and print these anytime free of charge. Online Banking is also available via eKiosks located in our branches.
*This service may incur a fee. Please refer to the Fees and Charges brochure available on the TIO website for further information.

How far back can I view my Online Statements?
Online Banking allows you to view your statements from the start of the current financial year to the present date. For statements prior to this, please contact us on 1300 301 833 or visit a TIO Branch*.
*This service may incur a fee. Please refer to the Fees and Charges brochure available on the TIO website for further information.

When I try to view my Online Statements I receive a message which tells me there are no statements available. What should I do?
Please contact us on 1300 301 833 or visit a TIO Branch.

Can I change my Online Statement mailed option online?
Yes, Online Banking allows you to change your option online by selecting the 'Online Statements Option' from the Accounts Options menu. You will then need to select the radio button 'Online Statement' followed by OK.

Can I change from 'Online Statement' back to 'Statement Mailed' via Online Banking?
No, you will need to contact us on 1300 301 833 or visit a TIO Branch.

What if my email address displayed on the Online Statements Option is not correct for me to receive Online Statements?
You will need to select the email address that is displayed. This will prompt you to another screen 'Update Contact Details'. Once your contact details have been updated you will then need to return to the 'Online Statements Option' and select the radio button, 'Online Statement' followed by OK.

What happens if my email address is incorrect and I have selected to receive Online Statements?
The email notification advising that your Online Statements are ready for viewing will be flagged as undeliverable and will reject to the mailbox customerservice@tiofi.com.au. This mailbox is monitored daily, and you will be contacted in regards to updating your email address.

Will I need to supply my email address?
Yes, you will need to supply your email address so as you can receive notifications via secure email advising your online statement is ready for viewing via Online Banking.

What is a 'statement cycle', and can I change this?
A statement cycle refers to how often you receive your statement. The default is as follows:

  • Credit Card statements = monthly
  • HomestartNT statements = semi-annually (every 6 months)
  • TIO statements = quarterly
    If you require a change to your 'statement cycle' you will need to contact us on 1300 301 833 or visit a TIO Branch.

 

What is changing on Online Banking?
The new functionality supports a broader range of self-service options including:

  • The ability to Opt-in for Online Statements allows you to receive a secure email notification advising your electronic statement is ready for viewing;
  • The ability for you to customise the viewing screens by moving the widgets; and
  • The Funds Transfer and BPay pages now have radio buttons with the option to perform a transfer to a new account/biller or transfer to an existing account/biller.