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Card fraud

Simple ways to help protect your cards and your hard-earned cash.

Suspect card fraud?

If you think someone has obtained your card details or you have accidentally given someone your details, please call us immediately on 133 282 so we can assist you further.

What's card fraud?

Credit or debit card fraud is when someone obtains your card details illegally and uses them to make purchases in your name. Card fraud is a serious criminal offence and scammers use a number of different methods to steal your details, including phone and email, ATM skimming, or stealing your mail.

The good news is there are many simple things you can do to help you keep your details secure and protect your hard-earned cash. Read on to find out how you can prevent card fraud.

Ways to protect yourself from card fraud

Sign the back of your card

When you receive your new debit or credit card, sign it immediately. If the card is a replacement, cut up your old card straight after you've activated your new one.

Keep your PIN a secret

Never tell another person your PIN or make it too easy to guess like your date of birth. Unfortunately, there have been many cases where the person committing card fraud knows their victim, or is a friend or family member.

Always memorise your PIN and if you received a letter with your PIN on it, don't forget to shred this too. It may be tempting to write your PIN down or disguise it in a phone number but it s much easier to reset your PIN than risk someone stealing it.

You can reset your PIN online at any time of the day or night. You'll need to set up some security questions first, which can be easily done in online banking and will also increase your digital security.

If you need some assistance resetting your PIN by calling us on 133 282 or by visiting your local branch.

Be ATM savvy

Before you use the ATM:

  • Check that no one is looking over your shoulder.
  • If someone is standing too close behind you, ask them to move back or walk away from the ATM until after they have used it.
  • Always shield your PIN with your hand, if the ATM has been targeted for ATM Skimming it could be fitted with a camera to capture your PIN.
  • Make sure your ATM transaction has been completed and you ve collected your card before walking away.
  • If you believe an ATM has been tampered with, do not use it. There will be a phone number located on the machine for you to ring to report your suspicions to the ATM owner.
Keep an eye on your card

Always keep your card in sight during a transaction.

  • For example, take your card to the cashier at a restaurant instead of putting it with the bill to be taken out of view.

Never discard your card receipts in a public area or street garbage bin

  • EFTPOS receipts should be shredded before throwing them out in your own bin to protect any card information
Let us know before you travel overseas

This is so we know the countries where you will be using your card and can monitor for any suspicious transactions.

Look for the padlock when shopping online

When using your card to shop online, stick to well-known and reputable companies.

Make sure a padlock symbol appears in the right-hand bottom corner of the website and the address commences with 'https://' when making a purchase. This indicates the website is secure.

Set up account notifications

Get an SMS or email alert whenever your card has been used, a purchase has been made online, or if your account drops below a certain amount. If you receive an alert for a transaction that you didn t make, you can lock your card and call us on 133 282 so we can assist you further.

Account notifications are easy to set up in online banking and you can pick and choose which alerts you would like to receive.

Know how to lock your card

If you ve misplaced your card or suspect someone may have it, you can lock and unlock your card in online or mobile banking at any time.

Locking your card avoids unauthorised purchases being made while you look for it or order a replacement. Plus, any scheduled payments that you previously set up will continue to work.

Lock your card in online banking

  1. Log into online banking.
  2. Select My Cards on the left hand side menu.
  3. Switch the Temporary card lock toggle to on.

Lock your card in mobile banking

  1. Log into the mobile banking app.
  2. Select the cards tab.
  3. Switch the Temporary card lock toggle to on.

ATM Skimming

ATM Skimming is a high-tech scam where criminals install skimming devices over the ATM card slot to record card data. Read on to learn how to keep your cards safe.

How it works

Scammers install a skimming device over the ATM card slot and record the data on a card's magnetic strip.

A pin-hole camera or keypad overlay may also be installed to record your PIN number as you use the ATM.

Once your card has been 'skimmed' the scammer makes a copy and uses it to make purchases on your account.

Warning signs
  • Extra plastic panels or components that look like they have been hastily attached.
  • Something has been placed over the top of the keypad.
  • Attachments that don t match the rest of the ATM.
  • People behaving suspiciously nearby.
How to protect yourself
  • Familiarise yourself with your local ATM and check for abnormalities such as scratches, adhesive tape, or loose-fitting components.
  • Use your hand as a shield when entering your pin on the keypad.
  • If you suspect an ATM has been tampered with, don't use it.
  • Report your suspicions to the bank or ATM company.
What to do if you’ve been scammed
  • If your card has been skimmed, contact us immediately on 133 282 so we can secure your account and assist you further.

More common scams and how to avoid them

Knowledge is power, and knowing how to avoid common scams is one of the best ways to fight fraud.

Visit our Scams Hub

Identity fraud

Tips for keeping your personal details safe.

Common scams

Simple ways to spot the warning signs.

Need assistance?
We’re here to help.

Mon - Fri: 8:00am - 7:00pm (AEST)
Sat: 8:00am - 4:00pm (AEST)

Out of hours? Call 1800 648 027
(Overseas? Call +61 2 8299 9534)