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BSB 805 005Ph 1300 131 844

Security

We understand the importance of keeping you up to date with the latest security information, threats and advice, to help protect your money.

Lost or Stolen Cards

Lost or Stolen Cards

You can lock a lost or stolen card using our Banking App by following these easy steps:

  1. Go to ‘Cards
  2. Authenticate your entry with your fingerprint or by entering your four-digit PIN
  3. Select the card you wish to lock
  4. You can either lock your card while you look for it or select the ‘Lost or Stolen Card’ option
  5. If you select the ‘Lost or Stolen Card’ option, you can then notify us if your card has been ‘Lost’ or ‘Stolen’ by selecting the appropriate button
  6. To order your new card, call us on the phone number below

Or report a lost or stolen card by calling us

During business hours: 1300 131 844
After hours: 1300 131 844 and press 2
Overseas:
Call the Visa Hotline on +61 2 8299 9101 wherever you are in the world, they process lost or stolen card reports 24 hours a day.

You will need to disclose:

  • Your name as it is printed on the card
  • Your 16-digit Visa account number or your Member number

Don’t forget to…

Contact any merchants who debit your card (i.e. monthly debits for health insurance or gym membership) and give them your new card details.

How We Protect You

How We Protect You

The security of your money is important to us, so we do what we can to protect it.

Guardian Fraud Protection Service is our comprehensive suite of services aimed at keeping your transactions safe and secure. It includes:

  • Identifying high risk transactions
  • Assessing and monitoring high risk transactions
  • Monitoring fraud trends, Australia-wide and globally
  • Proactively acting to recover funds

It also gives you access to our Guardian Money Back Guarantee which sees us credit your account should you lose any money in a fraudulent transaction. The Guardian Money Back Guarantee applies if you have not directly contributed to the transactions yourself, didn’t participate in fraudulent transactions by providing details and disputed the transactions within a reasonable time frame.

One Time Passwords are randomly created passwords sent via SMS or email, protecting your funds and adding another layer of online security.

Verified by Visa (VBV) is a security feature across our Visa cards requesting additional security information before a transaction is approved.

Protect Yourself

Protect Yourself

Protect your PIN

Take care when entering your PIN, making sure that no one can see and if you are unsure, cover the keypad with your hand.

Always memorise your PIN, don’t write it down (even in your phone)!

Keep your PIN a secret, even from friends and family. And remember, our staff will never ask for your PIN.

Changing your PIN from time to time helps protect against fraud.

Avoid using obvious numbers like your date of birth or digits from your phone number.

Protect your Password

Make passwords hard to guess by using a unique combination of letters, numbers and symbols and never using birthdays, phone numbers, addresses or names.

Change your password at least every six months.

Don’t write your password down, especially in your digital devices. If you do need to store it somewhere, a password manager is a great option.

Protect your Card

Sign your new card as soon as you receive it.

Keep your card somewhere safe and regularly check that you still have your card.

Remain vigilant when shopping online and check a website’s legitimacy before making a purchase.

It’s ok to disclose your Card Verification Value (CVV) during a transaction if required. 

Check your transactions thoroughly – you can do this by looking through your online statements or our Banking App.

Protect your Computer

Make it a habit to download security software and operating system updates and back these up by running virus and malware scans.

Don’t click on a link in an email from an unknown source as these could lead to an untrustworthy website or a virus.

Avoid using public computers to do Online Banking but if you do, look for the locked padlock in the address bar and always logout at the end of your session.

Protect your Devices

Lock your device with a passcode or finger/face recognition and ensure that your phone’s ‘auto lock’ function is on.

Only install apps from your official app store, never from a link in an email or SMS. 

Make sure to regularly implement any system updates to ensure your device stays secure.

Scam Awareness

Scam Awareness

Keep clear of fraudsters and learn how to identify scams, so you can protect yourself. Here are some examples of the different types of scams to look out for and avoid:

Cold call, email and SMS scams 

Often referred to as phishing scams, these phone calls, emails or text messages will appear to be from a reputable organisation but are just a scammer looking to get their hands on your personal information. Remember, we will never ask for your banking information by email or text message.

Here are some other things to remember when you receive emails:

  • Always check the email address as scammers will try and use an address as close to a legitimate organisation’s email as possible
  • Spot spelling mistakes or grammatical errors? It could be a scam
  • Check the email signature as these will often look slightly different to the legitimate organisation’s email signature
  • When you receive correspondence, it is always better to be over-cautious and, if you have any doubts, contact the organisation directly using the phone number on their website (not the email)

Remote access scams

A caller will use a fake but believable story to obtain access to your computer or device by pretending to be from a well-known company. Once they access your computer or device, they can then get their hands on your personal information from a remote location. Look out for texts or emails, too. 

Job scams

Typically sent via email, phone or letter, these scams will ask for a fee in exchange for guaranteed employment. 

Romance scams

Unfortunately, not everyone online is who they say they are. There are people out there who will create fake online profiles, work to gain your trust (sometimes over months or years) in order to defraud you. 

Investment scams

When something seems too good to be true, it probably is. You could be approached by email, cold call and even social media with a money making opportunity that will require you to act quickly and pay an amount up front. 

Some common scams you should be aware of include:

  • Centrelink asking for payment, your details or telling you that you are owed unpaid benefits
  • Microsoft support stating they have found viruses on your computer
  • NBN Co. asking for remote access to solve a problem with your phone or internet connection
  • PayPal asking for quick confirmation regarding a new email on your account 

To find out more information about the current scams that are out there, check out the government website, Scam Watch

If you have received a suspicious call, please contact us:

During business hours: 1300 131 844
After hours: 1300 131 844 and press 2 (to cancel a card)
If you are overseas: +61 2 8299 9101
Email us at [email protected] or visit us in branch

Travelling Overseas

Travelling Overseas

Let us know if you are travelling overseas. We can monitor your transactions using our Guardian Fraud Protection Service

If we notice something suspicious, we can take steps to protect you against fraud, including:

  • Blocking high-risk Visa transactions
  • Restricting your card against suspicious activity
  • Holding Online Banking transfers, pending confirmation

If you don’t notify us before you leave, overseas transactions can look suspicious, so it is best to get in touch with us to let us know exactly when and where you are going. 

Using ATMs Overseas

In response to increased fraud risk at ATMs, we are taking action to prevent use of counterfeit cards by declining ATM withdrawals where only the magnetic strip on the back of the card is read. ATMs that only read the magnetic strip are common in several countries, such as Bali, Fiji and India, so this measure will also unavoidably affect genuine transactions.

This approach protects you from a known fraud risk and keeps funds available to you. Fraud on your account could leave you without funds at any time.

Let us know about your overseas trip:

During business hours: 1300 131 844
If you are already overseas: +61 2 8299 9101
Email us at [email protected] or visit us in branch 

Make a Report

Make a Report

If you notice suspicious behaviour, unusual activity, a possible security threat on your account, or for any concerns, please notify us.

During business hours: 1300 131 844
After hours: 1300 131 844 and press 2
If you are overseas: 
+61 2 8299 9101

You can also email us at [email protected] or visit your local branch.

Need to dispute a transaction?

If you wish to dispute a transaction, you will need to complete a dispute form. This form can be returned at any branch or by post.

If you’re a victim of fraud, you can get your money back with our Guardian Money Back Guarantee. The Guardian Money Back Guarantee applies if you have not directly contributed to the transactions yourself, didn’t participate in fraudulent transactions by providing details and disputed the transactions within a reasonable time frame.

The Visa Chargeback Process

As a Visa card holder, you have rights under the rules of the Visa card scheme to dispute credit card transactions.

If you believe a purchase was not properly authorised or processed, or there is some other problem, you may have a right to recover the amount of the purchase under the scheme’s Chargeback Rules.

To find out more about this, call us during business hours on 1300 131 844 or visit us in branch.

Lost or Stolen Cards

You can lock a lost or stolen card using our Banking App by following these easy steps:

  1. Go to ‘Cards
  2. Authenticate your entry with your fingerprint or by entering your four-digit PIN
  3. Select the card you wish to lock
  4. You can either lock your card while you look for it or select the ‘Lost or Stolen Card’ option
  5. If you select the ‘Lost or Stolen Card’ option, you can then notify us if your card has been ‘Lost’ or ‘Stolen’ by selecting the appropriate button
  6. To order your new card, call us on the phone number below

Or report a lost or stolen card by calling us

During business hours: 1300 131 844
After hours: 1300 131 844 and press 2
Overseas:
Call the Visa Hotline on +61 2 8299 9101 wherever you are in the world, they process lost or stolen card reports 24 hours a day.

You will need to disclose:

  • Your name as it is printed on the card
  • Your 16-digit Visa account number or your Member number

Don’t forget to…

Contact any merchants who debit your card (i.e. monthly debits for health insurance or gym membership) and give them your new card details.

How We Protect You

The security of your money is important to us, so we do what we can to protect it.

Guardian Fraud Protection Service is our comprehensive suite of services aimed at keeping your transactions safe and secure. It includes:

  • Identifying high risk transactions
  • Assessing and monitoring high risk transactions
  • Monitoring fraud trends, Australia-wide and globally
  • Proactively acting to recover funds

It also gives you access to our Guardian Money Back Guarantee which sees us credit your account should you lose any money in a fraudulent transaction. The Guardian Money Back Guarantee applies if you have not directly contributed to the transactions yourself, didn’t participate in fraudulent transactions by providing details and disputed the transactions within a reasonable time frame.

One Time Passwords are randomly created passwords sent via SMS or email, protecting your funds and adding another layer of online security.

Verified by Visa (VBV) is a security feature across our Visa cards requesting additional security information before a transaction is approved.

Protect Yourself

Protect your PIN

Take care when entering your PIN, making sure that no one can see and if you are unsure, cover the keypad with your hand.

Always memorise your PIN, don’t write it down (even in your phone)!

Keep your PIN a secret, even from friends and family. And remember, our staff will never ask for your PIN.

Changing your PIN from time to time helps protect against fraud.

Avoid using obvious numbers like your date of birth or digits from your phone number.

Protect your Password

Make passwords hard to guess by using a unique combination of letters, numbers and symbols and never using birthdays, phone numbers, addresses or names.

Change your password at least every six months.

Don’t write your password down, especially in your digital devices. If you do need to store it somewhere, a password manager is a great option.

Protect your Card

Sign your new card as soon as you receive it.

Keep your card somewhere safe and regularly check that you still have your card.

Remain vigilant when shopping online and check a website’s legitimacy before making a purchase.

It’s ok to disclose your Card Verification Value (CVV) during a transaction if required. 

Check your transactions thoroughly – you can do this by looking through your online statements or our Banking App.

Protect your Computer

Make it a habit to download security software and operating system updates and back these up by running virus and malware scans.

Don’t click on a link in an email from an unknown source as these could lead to an untrustworthy website or a virus.

Avoid using public computers to do Online Banking but if you do, look for the locked padlock in the address bar and always logout at the end of your session.

Protect your Devices

Lock your device with a passcode or finger/face recognition and ensure that your phone’s ‘auto lock’ function is on.

Only install apps from your official app store, never from a link in an email or SMS. 

Make sure to regularly implement any system updates to ensure your device stays secure.

Scam Awareness

Keep clear of fraudsters and learn how to identify scams, so you can protect yourself. Here are some examples of the different types of scams to look out for and avoid:

Cold call, email and SMS scams 

Often referred to as phishing scams, these phone calls, emails or text messages will appear to be from a reputable organisation but are just a scammer looking to get their hands on your personal information. Remember, we will never ask for your banking information by email or text message.

Here are some other things to remember when you receive emails:

  • Always check the email address as scammers will try and use an address as close to a legitimate organisation’s email as possible
  • Spot spelling mistakes or grammatical errors? It could be a scam
  • Check the email signature as these will often look slightly different to the legitimate organisation’s email signature
  • When you receive correspondence, it is always better to be over-cautious and, if you have any doubts, contact the organisation directly using the phone number on their website (not the email)

Remote access scams

A caller will use a fake but believable story to obtain access to your computer or device by pretending to be from a well-known company. Once they access your computer or device, they can then get their hands on your personal information from a remote location. Look out for texts or emails, too. 

Job scams

Typically sent via email, phone or letter, these scams will ask for a fee in exchange for guaranteed employment. 

Romance scams

Unfortunately, not everyone online is who they say they are. There are people out there who will create fake online profiles, work to gain your trust (sometimes over months or years) in order to defraud you. 

Investment scams

When something seems too good to be true, it probably is. You could be approached by email, cold call and even social media with a money making opportunity that will require you to act quickly and pay an amount up front. 

Some common scams you should be aware of include:

  • Centrelink asking for payment, your details or telling you that you are owed unpaid benefits
  • Microsoft support stating they have found viruses on your computer
  • NBN Co. asking for remote access to solve a problem with your phone or internet connection
  • PayPal asking for quick confirmation regarding a new email on your account 

To find out more information about the current scams that are out there, check out the government website, Scam Watch

If you have received a suspicious call, please contact us:

During business hours: 1300 131 844
After hours: 1300 131 844 and press 2 (to cancel a card)
If you are overseas: +61 2 8299 9101
Email us at [email protected] or visit us in branch

Travelling Overseas

Let us know if you are travelling overseas. We can monitor your transactions using our Guardian Fraud Protection Service

If we notice something suspicious, we can take steps to protect you against fraud, including:

  • Blocking high-risk Visa transactions
  • Restricting your card against suspicious activity
  • Holding Online Banking transfers, pending confirmation

If you don’t notify us before you leave, overseas transactions can look suspicious, so it is best to get in touch with us to let us know exactly when and where you are going. 

Using ATMs Overseas

In response to increased fraud risk at ATMs, we are taking action to prevent use of counterfeit cards by declining ATM withdrawals where only the magnetic strip on the back of the card is read. ATMs that only read the magnetic strip are common in several countries, such as Bali, Fiji and India, so this measure will also unavoidably affect genuine transactions.

This approach protects you from a known fraud risk and keeps funds available to you. Fraud on your account could leave you without funds at any time.

Let us know about your overseas trip:

During business hours: 1300 131 844
If you are already overseas: +61 2 8299 9101
Email us at [email protected] or visit us in branch 

Make a Report

If you notice suspicious behaviour, unusual activity, a possible security threat on your account, or for any concerns, please notify us.

During business hours: 1300 131 844
After hours: 1300 131 844 and press 2
If you are overseas: 
+61 2 8299 9101

You can also email us at [email protected] or visit your local branch.

Need to dispute a transaction?

If you wish to dispute a transaction, you will need to complete a dispute form. This form can be returned at any branch or by post.

If you’re a victim of fraud, you can get your money back with our Guardian Money Back Guarantee. The Guardian Money Back Guarantee applies if you have not directly contributed to the transactions yourself, didn’t participate in fraudulent transactions by providing details and disputed the transactions within a reasonable time frame.

The Visa Chargeback Process

As a Visa card holder, you have rights under the rules of the Visa card scheme to dispute credit card transactions.

If you believe a purchase was not properly authorised or processed, or there is some other problem, you may have a right to recover the amount of the purchase under the scheme’s Chargeback Rules.

To find out more about this, call us during business hours on 1300 131 844 or visit us in branch.