Quality ISO 9001

Frequently asked questions


Why would I want an ATM? What are the benefits?

By providing convenient access to cash in your store or venue, you're encouraging people to spend more money with your business.

You will also draw people into your venue who come in specifically to withdraw cash from your ATM and then often decide to buy something while they're there.

As well as increased revenue, our customers also report the following benefits:

  • Reduced credit card fees and fewer hassles, such as bad cheques and customer disputes
  • Improved security, as less cash behind the counter lowers the risk of theft
  • ATMs save employee time and customer embarrassment
  • No longer losing customers to competitors with ATMs

How do I order an ATM or find out more?

Visit this page to order an ATM. Either use the contact details provided or fill out the form so one of our sales team can get in touch to organise an ATM for you.

How long are your ATM contracts?

Our standard contracts are for a period of 60 months. Shorter terms can be negotiated under different pricing structures if required.

How much does it cost?

There are no upfront costs to lease our ATMs and you can earn rebates as your ATM transaction volumes increase.

Talk to us to find out more about the costs associated with our ATM models and options.

What type of cards do the ATMs accept?

Our ATMs are multi-card and will accept most legitimate, pin-based local, regional and international cards, including VISA, MasterCard, Maestro and Cirrus.

Can I have a bank-branded ATM?

The availability of a bank-branded ATM will depend on your type of venue and location. Our banking partners include Bank of Queensland, St George, Arab Bank, Citibank and Bendigo and Adelaide Bank.

Bank-branded ATMs can attract more customers than non-bank terminals because of perceived security associated with established bank brands.

However, all our ATMs charge an upfront usage fee, similar to fees that bank ATMs charge people who are not their customers. This does not apply to customers of our banking partners. Find out more about ATM fees here.

Where should the ATM be located and how much space does it need?

The ATM should be placed in an easily accessible and highly visible area, with significant foot traffic. The exact space requirements depend on your needs and the ATM model you choose with us. Click here to see our range of leading ATMs.

Who installs the ATM and how long does it take?

We provide a technician to handle ATM installation, including comprehensive training for you and your staff. It normally takes about four to six weeks after the order is received for an ATM to be fully operational and once it is, Customers ATM provides full ongoing support, including 24/7 technical assistance via our in-house Client Contact Centre.

What are my responsibilities?

Before the ATM is installed you need to clear the area and make a grounded 240-volt power point with surge protector available. In most cases, you will be responsible for maintaining insurance cover for the ATM.

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 dialling a 1800 number. Customers ATM will order the line, organise standard installation and pay for all call-related communication expenses.

Once the ATM is installed, what support do you provide?

We provide a high-level of ongoing support to our customers. Each customer has an account manager, who they can call to discuss anything to do with their ATM and contract. We also provide ATM maintenance and technical support seven days a week, 24 hours a day.

What if I have a technical issue or my ATM breaks down?

All our customers have around-the-clock IT support so if you have a technical issue you can call our in-house team on 1300 305 600 any time for help.

Who provides the cash for the ATM?

Generally, our customers choose to load their own cash into the ATM. If you require a third party to do this, our staff would be pleased to discuss the various options with you.

One of the benefits of providing cash yourself is that it allows you to use the ATM as an in-store safe. This means staff don't have to leave your premises with large sums of cash to take to the bank as often, so these trips can be minimised.

If you choose to cash the ATM yourself, we recommend setting up a separate bank account so that funds withdrawn from the ATM can be credited to this and easily kept track of. Withdrawals from the ATM are settled into this account within one business day.

Talk to us to find out more about options for cashing an ATM.

How secure are your ATMs?

Our ATMs meet rigorous Australian security and compliance standards, which ensure secure cash storage and transactions. This includes triple data encrypted software to protect consumer PIN numbers.

Our ATMs are physically secured during installation and have internal safes.

Depending on the type of ATM, additional security features include alarm systems, motion sensors and seismic detectors.

We also provide training in security procedures and day-to-day ATM operation which help to reduce the risk of theft or intrusion.

What kind of signage is needed?

To make the most of your ATM, signage both inside and outside your venue is generally recommended. Customers ATM will provide relevant signage, depending on the type of ATM installed and your requirements.

Can I advertise on my ATM?

Customers ATM is leading the way in ATM advertising. Our customers can advertise upcoming events, specials or promotions on their ATM screens. For example, if you are a gaming venue you might decide to use the ATM screen from time to time to promote responsible gambling within your establishment.

We offer this as added value to our customers at no charge, noting that this is not available at times when the space has been bought by a company using the ATM fleet for broader advertising campaigns. Contact us for more information.