If for any reason you suspect fraud on your account or notice an unexpected transaction, please contact us as soon as possible.
During business hours: 1300 131 844
After hours: 1300 131 844 and press 2
If you are overseas: +61 2 8299 9101
You can email us at [email protected]. Or, you can always drop in to your local branch and one of our friendly staff can help you.
This form can be returned at any branch, or by post to:
Police Credit Union
PO Box 6074
Halifax St PO
Adelaide SA 5000
You can dispute transactions you completed if there is a problem with the goods or services provided, but please try to resolve any issues directly with your merchant first (we may need proof of this, so email is a good choice for contact). Please note that any delay in disputing transactions may result in us being unable to recover the funds for you.
The Guardian Money Back Guarantee
Our Guardian Money Back Guarantee applies, as long as you:
- Didn’t complete the transactions yourself (i.e. not fraud after all) when disputed as fraud,
- Didn’t participate in fraudulent transactions by providing details (e.g. responding to a scam), and
- Disputed the transactions within a reasonable time frame.
You will not lose money – that’s our Guardian Money Back Guarantee. We will even reimburse you for any transaction fees or interest charges.
This money-back guarantee applies to fraud. For transactions you did authorise, but are disputing due to a problem, we cannot make this guarantee. We will be in regular contact to advise you of the progress of your dispute and the likelihood of recovering funds.
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.
The Visa scheme has a dispute resolution process in its operating rules. This process outlines various circumstances and timeframes which allow you, as a Visa card holder, to dispute transactions by asking us to ‘charge back’ the transaction to the merchant who processed it. This is called the Chargeback process.
If your claim fits within the Chargeback Rules and you have notified us within the set timeframes, we will charge back the transaction as quickly as possible. Please remember that disputed transactions can take some time to resolve. However, we will always let you know as soon as we have been advised of the outcome. If your chargeback is successful we will credit the disputed amount back to your account. You can always contact us for updates on the progress of a chargeback request.