If an account holder has passed away

If you need to close or transfer the account of someone who has passed away, we’re here to make it as easy as possible.

Telling us someone has passed away

We know this is a difficult time, so we want to make this step as simple as possible for you.

The easiest way to tell us is by using our NotifyNOW online platform. This platform is managed by Phillips & Cohen Associates, bereavement account specialists, in partnership with us.

Visit NotifyNOW to get started.

You can also use NotifyNOW to notify other companies who are registered with the platform.

If you prefer, we can help you over chat or phone. When you’re ready, get in touch.

Information you’ll be asked for

We'll ask you:

your name and contact details
your relationship to the account holder
the name of the executor (if it isn’t you) and their details
the account details of the deceased person
what to do with the service.

If we need any documents, we’ll let you know the best way to send them to us.

Next steps

After you let us know that an account holder has passed away and what you want to do with the account, you'll be guided through the next steps. Here’s what to expect for most people:

Supply remaining on: Our estate care specialist partner, Phillips & Cohen Associates, will be in touch to manage the process.
Transferring account: We’ll contact the new account holder with the details you provided, or the new account holder can choose a plan and sign up at the address.
Closing the account: We’ll send through the final bill.

Financial advice and other support

There are community financial counselling and support services available for free in Australia. Here are some options:

Call the National Debt Helpline on 1800 007 007 Monday to Friday, 9.30 am to 4.30 pm or go to ndh.org.au.
Access financial counselling services at Moneysmart.gov.au.
Find help from community welfare organisations such as The Salvation Army, Anglicare and St Vincent de Paul Society.
Get support including counselling, support groups and online resources from Grief Australia.
Call Griefline on 1300 845 745, available 7 days a week, 9 am to 8 pm.