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Important Information for HSBC customers

Legal and privacy information regarding HSBC products and services, as well as your rights as a consumer

At HSBC, we aim to promote better informed decisions about our banking services by providing effective disclosure of information and by explaining to you, when asked, the contents of our brochures and other written information about the services we provide.

This page is designed to house important, compliance and process related documentation, guides and some of HSBC's policies which provide general information about the rights and obligations that arise out of the banker and customer relationship in relation to HSBC's products and services.

The content of this page is not exhaustive and contains some of the key information we think is important for our customers to read. This page does not contain all relevant terms, conditions and other disclosure information that you should be aware of prior to acquiring an HSBC product.

Consumer Data Right Policy

Our CDR policy describes what data will be available for you to share, how to start or stop sharing your data, and how to contact us if you have any questions or complaints.

HSBC Safeguard

HSBC Safeguard is a global HSBC initiative put in place to protect our customers from the growing risks of fraud and financial crime, by making sure that our global systems are kept up to date.

(CRS) Common Reporting Standard

(CRS) is a new information-gathering and reporting requirement for financial institutions in participating countries/regions, to help fight against tax evasion. Under the CRS, tax authorities require financial institutions such as HSBC to collect and report certain information relating to their customers' tax statuses.


Important information about the Foreign Account Tax Compliance Act.

Banking Code of Practice

The Banking Code of Practice  (the Code) is the banking industries' charter on good banking practice. It establishes key commitments and obligations to customers on standards, procedures, disclosures and principles of conduct. HSBC has been a subscriber of the Code since June 2004 and recently adopted the revised Code in March 2020. HSBC applies these standards therein when dealing with HSBC customers who are 'individuals' and 'small businesses'.

Family Law Court Procedures (PDF, 29 KB)

We are committed to providing our customers with guidelines setting out the manner in which we deal with applications for transfers of a mortgage and consents to transfer of title pursuant to a Family Court determination or approval; and otherwise enforce debts affected by a family law property settlement.

Complaints and Feedback

At HSBC Bank Australia Limited, we are committed to delivering the highest levels of customer service. On this page you will find contact information about how to lodge a complaint with us as well as additional information about HSBC's complaints and feedback process.

Transaction Disputes and Chargebacks

HSBC is committed to publicising the availability and accessibility of both our internal and external process for resolving disputes relating to transactions processed using an HSBC credit or debit card. Information about these processes are also published in the terms and conditions applicable to HSBC products and services offered to 'individuals' and 'small businesses'.

Credit Reporting

From March 12, 2014, Australia has moved to a more comprehensive credit reporting system. This changed the way HSBC collects, uses and discloses your credit information in relation to credit cards, home loan products and other credit facilities you have or apply for with us. While HSBC may not report all of the changes referred to within this document right now, we may do so in future. This document should be read in conjunction with HSBC's Credit Information Management Policy (PDF, 179 KB).

Privacy and Confidentiality

HSBC's Privacy Policy describes what personal information we collect about you when you acquire and use our products or services and how we collect, use, store and share that information.

Access your personal information

You can request access to your personal information or credit-related information at any time by completing the below form and submit to the Information Access Request Team. Depending upon the nature of the request, it may take longer. We will advise you if we require more time. You may be required to verify your identity and the reason for the request before we release your personal information or credit-related information. For more information please direct all enquiries to

Request for Access to Personal Information Form

Complete this form if you are requesting access to your personal information held by HSBC Bank Australia Limited.

Consent to Disclosure your Personal Information to a Third Party Form

Complete this form if you are consenting to disclose your personal information to a Third Party.

Customer Identification -  Authorised Referee

Complete this form if you are making a request to access or release your personal information to a Third Party and are unable to attend a HSBC branch in person.

You can submit your request using the following methods:


Post: Information Access Requests Team, HSBC Bank Australia Limited

GPO Box 5302, Sydney NSW 2001


Exception Fees (PDF, 36 KB)

This document aims to provide information on exception fees and charges for retail banking at HSBC. HSBC's exception fees are disclosed in the account terms and conditions and may be charged when:

  • there are insufficient funds available to cover a transaction which may result in an either a dishonour or honour (approval to overdraw);
  • credit card payments are late; or
  • credit card limits are exceeded.

Statement on Anti-Money Laundering and Counter-Terrorism Financing (PDF, 29 KB)

HSBC is required by law to comply with the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 ("AML/CTF Act"), and the Anti-Money Laundering and Counter-Terrorism Financing Rules Instrument 2007 ("AML/CTF Rules"). This document sets out HSBC's HSBC Global Policy and Principles relating to Anti-Money Laundering and Counter-Terrorism Financing.

Cash Transactions over $10,000 (PDF, 120 KB)

Together with other members of the Australian Bankers' Association (ABA), this fact sheet has been compiled to inform customers about changes to laws which require banks to seek and collect information from customers if they want to transact with AUD $10 000 or more (or foreign equivalent) in cash.

Raising a Concern (Whistleblowing at HSBC)

HSBC is committed to fostering a culture of corporate compliance and ethical behaviour and HSBC's Whistleblowing program is one aspect of the bank's overall approach to preventing and detecting misconduct.

HSBC's official channel for whistleblowing is an alternative way of raising serious and sensitive issues where HSBC employees, customers, associated third parties can raise concerns where they are uncomfortable going through internal channels of reporting and escalation. Whistleblowers may also raise their concerns anonymously.

Contact us

By phone

Call us today and speak with one of our representatives

1300 308 008


Contact us via an online enquiry and HSBC chat

Service of legal documents

Please note: Service of legal documents will not be accepted via email or fax.

All statutory notices and legal documents (for example, subpoenas, writs, garnishee orders, notices to produce and all other court process) to be served to HSBC Bank Australia Limited are to be mailed or delivered to our registered office address.

Third-party requests manager

HSBC Bank Australia Limited

Level 36, Tower 1, International Towers Sydney

100 Barangaroo Ave, Sydney NSW 2000 Australia.

Third-party requests

For all other third-party requests, such as government agency enquiries or requests for information, please direct your enquiries to the following email address:

*Please note: Any customer enquiries and complaints sent to the above email address will not be reviewed or actioned. Request you to send enquires and complaints to the appropriate channels mentioned below.

Feedback and complaints

We have a number of avenues open for our customers to provide suggestions, acknowledge positive feedback, or make a complaint. Visit our feedback and complaints page for more information.