Online security

While virus and malware protection is extremely important in protecting your computer from unwanted intrusion, maintaining your security software is also an important component of prevention.

Important advice

We have taken reasonable measures to maximise the security offered to users of our internet and mobile banking facilities, such as the use of the CAPTCHA technology with internet banking.

While the necessary firewalls and data encryption methods we’ve put in place are world class, you need to be aware that no-one is able to offer a 100% guarantee that data transmitted over the internet is absolutely secure.

We recommend  all online banking users employ their own anti-virus and security measures to further help protect against any unauthorised access to their transactions.

It’s also important that you keep your password confidential and remain watchful for any unauthorised transactions occurring on your account. This will help you report the loss, theft or misuse of your password to us in a timely manner; and lessen the likelihood of being liable for all or part of any financial loss suffered. You should report any misuse of your passwords, or any unauthorised or unrecognised transactions to us right away, as you may be liable for some of the loss if you delay in letting us know.

What is CAPTCHA?

CAPTCHA is a second field of verification at the login stage. CAPTCHA deters attacks from computer-generated programs (commonly known as Trojans) and gives our members an extra layer of protection and security. It does this by generating text that humans can read easily but computer programs cannot.

How does CAPTCHA work?

On the internet banking login page, you’ll need to enter your Member Number and Password as required.

You’ll also need to input the text from the CAPTCHA box on that page. The numbers and text in the CAPTCHA code changes each time you log in. This means it’s less likely for a machine-generated attack against a member’s account to succeed.

If the CAPTCHA code is not verified an error message will be displayed. You’ll need to re-enter your Member Number and Password, as well as the new CAPTCHA code which would’ve been re-generated automatically.

Some handy CAPTCHA tips

  • Both upper and lower case letters are used in the text displayed. Ensure your Caps Lock is turned off on your keyboard before accessing internet banking.
  • Multiple unsuccessful CAPTCHA attempts will not impact your ability to logon to internet banking  However, if you enter the incorrect Member Number or Password, the system will automatically disable your access after five unsuccessful attempts. Please ensure that you use the correct Member Number and Password when you log in.
  • How to reset your internet banking password 

Verified by Visa (VbV)

Safer, more secure online shopping

Now you can enjoy the freedom of shopping online with the extra protection of Verified by Visa (VbV).

VbV is designed to provide extra protection when you shop online at participating VbV merchants with your Visa card.

Each time you make an online purchase, the VbV program assesses the risk level of the transaction. Where there is certain activity that may seem out of the ordinary such as high dollar value on a purchase, or a retailer you’ve never bought with before, you’ll be asked to confirm some simple personal details, such as your name as per your card, your date of birth, postcode as advised to us and member number to ensure your card isn’t being used fraudulently.

Unless VbV detects a certain degree of risk with your transaction, you won’t even notice the program working behind the scenes to protect you. Best of all, you won’t be interrupted on your way to the checkout.

The VbV service is free, so you now can start transacting safely, securely and confidently.

What is Verified by Visa?

Verified by Visa (VbV) is designed to provide extra protection when you shop online at participating VbV merchants with your Visa card.

As you make a purchase online, VbV assesses the risk of the transaction based on a number of factors. You will be asked to confirm some personal details such as:

  • name (embossed card name)
  • date of birth
  • postcode (residential address)
  • member number

Will VbV work on my existing Visa card?

Yes. We’ll register your card for VbV on your behalf, so you'll be automatically protected.

Can I choose not to enrol for VbV?

No. We’re committed to provide members with online security, therefore VbV cannot be switched off.

Will I require a username and password for the VbV service?

No. You don’t require a username and password as you’ll be automatically registered and protected as a card holder. All new and existing cards are registered and recognised as VbV-enabled.

Why would I be asked to confirm personal details and is it safe?

Each time you make a purchase, VbV will assess the risk level of the transaction. Certain activity may seem out of the ordinary; for example, a high dollar value, or a retailer you've never bought from before.

In the situation where VbV is concerned that a transaction may be fraudulent, the VbV system will prompt you to confirm your identity, requesting you enter some personal information to verify it is you as the cardholder doing the transaction.

If the transaction is considered high risk, you’ll be required to confirm several personal details before the transaction is approved.

Will my account be billed for VbV purchases?

You won’t notice any difference in billing. Your VbV purchases will appear as normal purchases on your statement, under the name of the 'merchant', that is, the company from which you made the purchase.

Is there a charge for using VbV?

No. This additional security is provided to you free of charge.

Do I need any special equipment or software on my computer to use Verified by Visa?

No. Most web browsers are compatible with the Verified by Visa service.

How can I get further information?

For further information about VbV, please contact us or visit Visa International’s website.

What will appear on my screen when I make a transaction? Do I need to enter my personal details every time I make a transaction?

For all 'low-risk' transactions, you won’t be required to authenticate yourself when making a purchase.

Card fraud

Together with ORION – our fraud management service provider – we have in place a sophisticated card monitoring program to provide additional security protection 24/7, when you’re at home or travelling. 

Fraud monitoring

We understand you want to feel safe when shopping or travelling with your Visa credit or debit card. Hence, we have put in place a sophisticated card monitoring program to  provide additional security protection – wherever you are 24 hours a day – through our fraud management service provider ORION.

ORION monitors usual card spending, so we can detect any unusual spending patterns and prevent attempts by others to use your card. In the case of suspicious transactions we will contact you directly, as soon as possible. In the event that you are not contactable, ORION will restrict your card.

We recommend you contact us before travelling overseas and let us know all your contact details while away. We also recommend that as a precaution, you should have more than one way to access your accounts in case of an emergency (for example, you may have both a debit and credit card, or consider arranging for your partner to be the additional cardholder).

Protect yourself against card fraud

Here are some useful tips to help you prevent fraud:

  • Always keep your card within sight during a transaction.
  • Always remove your card from an ATM. Unlike Australia’s ATMs, some overseas ATMs (such as in Bali) may not prompt you to immediately remove your card.  It may not be until after you have taken your cash that you are prompted to remove your card!
  • Always closely review your account.  You can do this online or by checking your statements when received and contact us if there are any unauthorised or unknown transactions as soon as possible. Note that time limits of between 75 and 120 days apply to the ability to chargeback transactions with Visa.  Delays may also affect your liability if a loss occurs.
  • Always treat your cards as if they were cash – remember they are the keys to your account.
  • Read the Credit card Conditions of Use (PDF) and the debit card’s terms and conditions in section 4.18 of our General Information, Terms and Conditions (PDF) for further advice on security, card use and liability.

If you suspect any fraudulent or unauthorised transactions on your card account, contact us immediately.

Safer, more secure online shopping

Now you can enjoy the freedom of shopping online with the extra protection of Verified by Visa (VbV).

VbV is designed to provide extra protection when you shop online at participating VbV merchants with your Visa card.

Each time you make an online purchase, the VbV program assesses the risk level of the transaction. Where there is certain activity that may seem out of the ordinary such as high dollar value on a purchase, or a retailer you’ve never bought with before, you’ll be asked to confirm some simple personal details, such as your name as per your card, your date of birth, postcode as advised to us and member number to ensure your card isn’t being used fraudulently.

Unless VbV detects a certain degree of risk with your transaction, you won’t even notice the program working behind the scenes to protect you. Best of all, you won’t be interrupted on your way to the checkout.

The VbV service is free, so you now can start transacting safely, securely and confidently.

Further information

Please call us on 13 63 73 if you require further information on Visa cards or our Fraud management processes.

Tips to stay safe online

While internet services such as online shopping and banking are convenient, there are some risks involved. The following information may help you ensure you’re protected when you’re online.

System updates

Your computer should be updated with all the latest software patches so that you stay protected. Most modern operating systems check for updates automatically. Turn on automatic updates to ensure that your computer is notified of new patches as soon as they become available.

Security software

Installing a security software on your computer or mobile device can further protect you from viruses and unwanted intrusion.

If you don’t have one already installed, we would strongly suggest getting one installed as soon as possible. A security software should be able to do the following:

  • Detect and stop viruses from damaging your computer or mobile device.
  • Protect you from spyware that try to monitor your online activities and transactions.
  • Monitor your firewall to prevent unauthorised access to your private data.

There are many reputable and trusted security softwares available in the market, so you may need to spend some time researching to find out which one best meets your needs. 

Passwords

The following actions will help you to protect your passwords.

  • Change your passwords periodically.
  • Keep your passwords secret – don’t share them with anyone.
  • Choose secure passwords – never choose information that can easily be guessed, such as name of spouse, pet names, football teams, etc.
  • Don’t use one password for all websites – disclosure of your password from one site may allow access to other sites.
  • Never give your usernames or passwords in response to an unsolicited request. Service providers will never ask you to re-submit your username or password.

Internet cafes and kiosks

Be careful when entering personal information on computers in public places such as internet cafes as there’s an increased risk of having your information captured. If possible, don’t use these computers to conduct internet banking or other activities that require your important information. If you do, always make sure you delete the history.

Social networking websites

Social networking sites such as Facebook and Twitter store large amounts of personal information that could be used to conduct identity fraud. For example, information such as your date of birth can be used to verify your identity over the phone. Think about the consequences of posting information on these sites.

Email attachments and images

Attachments from known and unknown senders can contain programs that may harm your computer. Don’t open attachments unless you expect them. Unsolicited emails often include links that can be used to confirm your email address. Don’t click on these links, as they may contain malicious content that can harm your computer. Emails may also contain embedded images that can be used to confirm your email address. Most email clients such as Outlook no longer display these images automatically but you can choose to display them. Never enable these images to be viewed unless you know that the email is from a reliable source.

Useful links

Here are some useful links where you can read more about online security:

BSB: 704 230

Tools & Resources