Government payments

The Code of Operation (the Code) is an industry code published by Services Australia. It applies to the recovery of debts from eligible Services Australia income support and Department of Veterans’ Affairs payments.

If the bank account you’ve nominated for your eligible income support payment becomes overdrawn, it can reduce the amount of your payment that you can access. The Code has been developed to make sure you can continue to access sufficient income for basic food and accommodation, if your bank account is overdrawn.

Virgin Money Australia is a participant of the Code and recognises when recovering a debt, that you should still be able to retain at least 90% of your eligible payment in any fortnightly period. We can work with you to ensure you can access this.

To review the Code in detail you can refer to the following government website, which also lists the eligible payment types:

Code of Operation - Protocols - Services Australia

This Code has been developed and endorsed by the following parties:

  • Services Australia
  • The Department of Veterans’ Affairs (DVA)
  • Australian Banking Association (ABA) for member banks
  • Australian Finance Industry Association (AFIA)
  • Customer Owned Banking Association (COBA) for member credit unions, mutual building societies and mutual banks that are signatories to the Customer Owned Banking Code of Practice.

How to contact us

To get help with accessing your eligible income support payment, please contact us via our secure chat feature within the Virgin Money mobile app, or call 13 81 51 for assistance.

Do you have a complaint?

If you experience a problem, or are not satisfied with our products or services or a decision we have made, you can call us on 13 81 51, email us at ask@virginmoney.com.au, or mail us at Virgin Money Customer Relations, Reply Paid 2258, Brisbane Qld 4001. For more information about how we handle complaints please visit Complaints | Virgin Money Australia.

If you are unhappy with our response, you can contact the Australian Financial Complaints Authority (AFCA) to review it. AFCA provides a free, independent external dispute resolution process. To contact AFCA call them on 1800 931 678 or go to Home | Australian Financial Complaints Authority (AFCA).