131. If we do not reach an agreement at a farm debt mediation and you then decide to make a Complaint to AFCA, we will give our consent for AFCA to consider the Complaint. This paragraph only applies where your Complaint would have been excluded by AFCA because it had previously been the subject of a farm debt mediation. B8 Deceased estates This Part B8 sets out our commitments to assisting you in relation to customer accounts where the customer is a deceased individual. It does not apply to accounts held by a customer who is a company. In this Chapter, “you” or “your” means a Deceased Estate Representative or any other person who we reasonably consider has an appropriate interest in the Deceased Estate. Deceased Estate Representatives 132. We will treat you with respect and compassion and provide clear and accessible information as to what a Deceased Estate Representative can do to manage a customer’s account(s) in the event of their death. We will also make this information publicly available (for example, on our website). This will include information about: a) how to notify us of a customer’s death; b) who has authority to access the customer's account(s) or Loan details; c) what information we need to verify the identity and authority of a Deceased Estate Representative; d) what steps the Deceased Estate Representative needs to take to manage the deceased customer’s account(s); and e) direct debits and recurring payments. Notifying us 133. You should notify us of a customer’s death as soon as practicable. 134. We may require you to provide us with documents to confirm the customer’s death, such as a verified copy of the death certificate. If you are having difficulty obtaining a death certificate, please contact us to discuss alternative documents that may be acceptable (for example, a verified copy of a medical report). What happens after we are notified 135. Following notification of the customer’s death, we will take reasonable steps to promptly secure any accounts in the sole name of the deceased by: a) removing the deceased customer’s internet and app banking login credentials; and b) restricting the types of debit transactions that can be performed on the account. Certain transactions may still be processed (for example, those referred to in paragraph 139(a). 136. For any accounts in the sole name of the deceased, we will also: a) promptly identify and stop charging any fees that are for Banking Services that can no longer be provided, or will not be provided to the deceased’s estate; and b) if any fees referred to in paragraph 136(a) above have already been charged since the customer’s death, refund those fees. Fees for Banking Services that will continue to be provided to a deceased’s estate may continue to be charged (for example, account keeping fees). Notifying us that you are a Deceased Estate Representative and acting on instructions 137. To allow us to determine that you are a Deceased Estate Representative, to share information with you and to take your instructions concerning a deceased’s accounts, we will usually require proof of identification together with the following: a) if the deceased customer has made a Will and you are the Executor(s) nominated in that Will, we will require a verified copy of the Will; or b) if the deceased customer has not made a Will, a verified copy of the death certificate identifying you as the Next of Kin(s) (if not already provided) or other documentation that recognises you as the Next of Kin. We may require additional documentation to the documents listed above. If you cannot produce the documents referred to in 137(a) and 137(b) above, please contact us to discuss. 28 | ausbanking.org.au
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