Frequently Asked Questions

No. Guardian Vaults is not privy to the contents of your safe deposit.

You will be given a set of (2) uniquely coded identical keys when you establish an account with Guardian Vaults. For your security Guardian Vaults does not keep or make copies of keys.

In the event you lose one or both keys, you should contact the office of where your account is immediately, so that access is restricted. You must make an appointment with us, as it will be necessary to organise a locksmith to drill your lock. You must be present when a locksmith drills open your lock. You will be responsible for the cost of the locksmith and resulting repairs.

If you lose your security tag, you should contact the office of where your account is immediately, so that access is restricted. The fee for issuing a replacement security tag is currently $25. For security reasons, you cannot access your box without your security tag.

Security tags issued by Guardian Vaults are unique and cannot be used by any person other than you. For your security and the security of all our other clients, you must present valid original photographic identification to be issued a replacement security tag or for any lock drill to proceed (copies will not be accepted).

You can elect to go on a payment schedule at any time during your lease. Please contact our office to receive our scheduled payment authority form.

You can pay by bank transfer; our bank details are noted on your invoice. Alternatively, you can pay via credit card online or at our office.

Please note, for your security and privacy we will not accept payments from anyone who is not registered to your account. Additionally, we will only issue payment acknowledgements or receipted invoices upon request.

Guardian Vaults clients can select to be on a payment schedule or make payment for their account by BPAY. All customers will receive a notification 1 month prior to the renewal of their box and will be made aware of any changes that apply to their service or payment method.

If you want to terminate your lease, you must return your keys and all security tags issued in person before the expiry date. If you are late renewing, you will incur late fees and your access will be restricted until all fees have been paid in full.

If your account is in arrears and we are unable to contact you, after three months will terminate your lease. We reserve the right to drill your lock, remove the contents and to hold such contents until all arrears are paid in full, including the expenses incurred in drilling the lock, replacing the lock and keys/code and for holding the contents.

Guardian Vaults has invested significantly in physical and electronic security. We consistently upgrade and enhance these systems to ensure the ultimate sophistication for protecting your valuables.

Access is only granted to the Account Holder(s) or Nominated Registered Person(s) who have been authorised by the account holder(s). No more than four people, including you, can have access to any safe deposit box.

Nobody under the age of 18 can be registered to use a safe deposit box.

For the avoidance of doubt when an account is jointly held, all clients can access the safe deposit box on their own. Authorisation from both account holders is required to add or remove an Account Holder or Nominated Registered Persons, closing and terminating of the account.

Where an account is jointly held, and we are contacted by an Account Holder to restrict the access of the other Account Holder, we reserve the right to restrict access to both Account Holders.

Authorisation may be received in writing to our office.

Guardian Vaults will only accept and record valid and current Government Issued photo identification. Anyone who provides custodial services is required to ‘know your customer’ as part of the AML/CTF act 2006 requirements, set out by AUSTRAC.

Please see Application Identity Requirements for further information.

Yes. Guardian Vaults is required to obtain additional documentation and informational for these types of accounts.

Please see Application Identity Requirements for further information.

You can store a wide range of personal belongings that are important to you such as;

Documents, passports, titles, wills, insurance documents, currency, marriage certificates, photos, jewellery, memorabilia, heirlooms, letters, negatives, bullion, personal items, backup tapes.

You cannot store perishables, living organisms, weapons, poisons, liquids or drugs.

Guardian Vaults encourages account holders to nominate a Next of Kin. This can be done by completing the Next of Kin section of the application form at the establishment of the account, any timeframe throughout or alternatively state in your Will that you have a safe deposit box.

Whoever informs us about your death should provide a certified copy of the death certificate.

In the event of a customer’s death, we are under no obligation to allow access to the safe deposit box to any person claiming to be the personal representative, unless such person shall produce to us.

•       A certified copy of the Death Certificate.
•       A certified copy of the Will. (Dependant on account type)
•       A valid Grant of Probate or Letters of Administration.
•       Photo ID and Proof of Address for all Executors and/or Administrators.

Please note: We have internal processes in place for all account types (Individual, Joint, SMSF, Trust, Business). Where a safe deposit box has two Licensees, the joint customer’s entitlement to access the box and administer the account remains pursuant to the Terms and Conditions.

*This is determined by the signatures on the Terms and Conditions and is not applicable to Nominated Registered Persons.

Call our friendly and helpful staff at our Sydney or Melbourne locations and they will be more that happy to explain the process or you can submit an enquiry here.

You will be asked to provide documentation depending on the kind of account you are opening. To check the necessary documentation for a personal account click here and for a business or Self Managed Super Fund click here

Safe Deposit Box prices vary from location and size. The Smallest sizes ranging from $170 – $330 annually. A FOB and Key fully refundable deposit is also required. More on prices by location can be found here.

Communications will be sent to all existing payment schedule and direct debit customers to ensure they have visibility of the changes. All customers will receive a notification 1 month prior to renewal of their box and will be made aware of any changes that apply to their service or payment method.

Prior to April 20^th, 2020 there is no obligation to change your payment method. Upon renewal after this date, payment details must be provided that align with the requirements of the new payment methods. The methods available and details of each payment method will be communicated to all clients and can also be obtained by contacting the office.

This can be done by coming into a Guardian Vaults facility prior to renewal date This will be updated, information can be found here.

Guardian Vaults puts security at the core of all policies and processes. For further information on privacy and security policy, click here.

Upon renewal beyond April 20^th, 2020, it will not be possible to renew an account without providing payment details that align with Guardian Vaults’ transition to a cashless organisation. This may change due to factors outside of Guardian Vaults control. See more information here.

Guardian Vaults will no longer offer postal communications as becoming a paperless organisation can ensure timely and accurate delivery of key communications. A valid email address must be provided before April 20^th, 2020. Not doing so may impact your service with Guardian Vaults.

It forms a crucial part of communication to all clients, and enables Guardian Vaults to give the most up to date information regarding accounts in a timely and effective manner. This is a requirement from April 20th, 2020.

Guardian Vaults will accept alternative payment methods up until the due date. After this date, it is required that customers provide payment details that align to Guardian Vaults requirements. This has been delayed, see more here. To find out what will be accepted, contact Guardian Vaults Head office here.