Frequently Asked Questions.

How does an ATM work?
When a patron uses an ATM and their card is inserted, the ATM dials out to St George to connect to the banking network. Once connected the ATM sends the credit/debit card and transaction information to St George who then transmit this transaction to the card-issuing bank to verify the funds are available. The bank accepts or declines the transaction and if accepted, the cash is dispensed from the ATM. All funds withdrawn from the ATM are withdrawn from the cardholder's account and automatically deposited into your nominated bank account within one to two business days.

Where should the ATM be located? How much space does it need?
The ATM should be placed in an easily accessible and in a highly visible traffic area. The exact space requirements depend on the ATM model you select.

Who will install the ATM?
Customers ATM will provide a trained technical engineer to handle the ATM set up, phone line, installation, ATM configuration, maintenance, monitoring and merchant support.

How long after ordering before the ATM is operational?
Usually four to six weeks from receipt of the order and the request for installation of a phone line has been received. Once the ATM has arrived, the installation, orientation and training will happen almost immediately.

What are the site owner's responsibilities?
Prior to installation, an area must be cleared and a grounded 240-volt power point with surge protector made available. You will also be responsible for maintaining insurance cover for the ATM, in most cases.

Will I need a dedicated phone line for the ATM?
A dedicated phone line with a standard jack is required. The line must be capable of dialing a 1-800 number. Customers ATM will order the line, organise standard installation and pay for all call related expenses.

What kind of on-premises signage is needed?
To promote your ATM service, both store front and inside signage is needed to promote the site and develop foot traffic to your business. Customers ATM will provide relevant signage dependant on the type of ATM installed.

What type of cards does the ATM accept?
Your ATM is 'multi-card' and will accept most legitimate, pin-based local, regional and international cards.

Who provides the maintenance on the ATM? For how long and at what cost?
Customers ATM provides maintenance for the term of our merchant agreement, seven days per week. The maximum service level available is provided at no additional cost to the merchant along with 24/7 helpdesk support.

Who is responsible for loading the money into the ATM?
Normally you are responsible for loading cash into the ATM. If you require a third party to provide cash replenishment services our staff would be happy to discuss the various options available to you.

How do I get my money back?
If you replenish the cash yourself, the funds withdrawn from the ATM can settle into your bank account within one business day. Customers ATM recommends that you establish a separate bank account for funds to be credited to your account. If you would like to use an existing account this can also be accommodated.

How secure is the cash in my ATM?
All ATMs installed by Customers ATM meet rigorous Australian security standards. These standards ensure secure storage of cash within the device and secure transmission of transactions for users (Triple DES). Each ATM is physically secured during installation using approved materials and methods of installation.

In addition, each ATM has either a UL 291-compliant or a Business Hours or Level 1 safe to prevent intrusion and theft. Depending on the type of ATM, additional security features may include advanced back to base alarm systems, PIR motion sensors and seismic detectors to provide that extra level of security and reassurance.
Above and beyond the enhanced security features of the ATM, Customers ATM also provide recommended security procedures and training for the day-to-day operation of your ATM. In many instances, these practical steps reduce the risk of theft or intrusion at your business ATM. Physical cash security remains your responsibility at all times.

Will I receive reports?
Yes, St George will provide a statement to each ATM location to assist merchants to balance and reconcile their ATM.

Who do I need to call if I have questions?
Customers Limited free call 1300 305 600 during office hours