Lost/stolen cards

If you believe your card or PIN record has been lost, stolen or misused, or your PIN has become known to someone else, you should IMMEDIATELY report this. You should also notify us immediately if you suspect any fraudulent or unauthorised transactions on your card account.

Any delay in notifying us may affect your liability for any resulting unauthorised transactions so it is important you let us know as soon as you can.

During business hours (8am - 5pm, Mon to Fri), contact us:   

  • Within Australia: call 13 63 73
  • Overseas: call +613 9268 9373.

Outside business hours, contact Visa:   

  • Within Australia: call the 24-hour Visa Emergency Hotline 1800 621 199 (toll free).
  • Overseas: call +612 9959 7686 or +1 303 967 1090 (collect call).

The Visa Emergency Overseas toll free phone numbers (PDF) gives you round-the-clock emergency support in over 70 countries worldwide.

If the loss occurred outside business hours and you have contacted Visa, you must also then confirm the loss, theft or misuse of the card with us by telephone during business hours or by priority paid mail as soon as possible.

If you make a report to Visa, you will be given a reference number which you should keep as proof of the date and time of your report. You'll need to advise us as soon as you've made the report so that we can order a new card for you with a new PIN and Visa card number. Please note the new card will take five to seven business days to arrive.

Emergency card or cash

If you require an emergency card or cash, contact the Visa International World Wide Call Collect on +1 303 967 1090 (or +612 9959 7686 if you’re in Australia). Visa International will organise a convenient location for you to collect the emergency card or cash.

Emergency cards or cash are issued within 48 hours.

The cost of an emergency card or emergency cash overseas is USD$175. If you wish to utilise this emergency service, you will need to advise Visa International at the time of stopping your card.

The emergency card does not get issued with a PIN and can only be used as credit, or via cash advance through a bank displaying the Visa symbol (banks may charge a fee for this service).

Other important information

If you were using your old card for direct debiting (that is, you provided the Visa number to a merchant for regular payments, for example, your gym), you will need to inform each biller separately of the new card’s details.

If the Emergency Hotline is not operating when you try to use it for notification purposes, any losses occurring due to non-notification will be our liability, but only if you notify the Emergency Hotline within a reasonable time after it becomes operative.

FAQ/More info

We recommend that you read the General Information, Terms and Conditions (PDF) which contains the terms and conditions for our accounts and our debit card, including information about regular payments using cards.  Similarly for our credit cards, this information is detailed in our Credit Cards Conditions of Use.

BSB: 704 230

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