How do I keep my account secure?

We understand how important security and confidentiality are to our customers which is why we take internet security very seriously. We have strict measures in place to help ensure your private information is protected at all times when accessing Online Banking.

We also aim to protect you against the threats associated with Internet fraud, however it is very important that you take care to guard your own information.

If you believe your Online Banking account, Password, or Personal Identification Number (PIN) has been compromised in any way please contact us immediately on 1300 652 220.

What we do to keep your information secure

We are continually monitoring and assessing our technology in order to keep your information secure. Here are some of the ways we safeguard our systems:

SSL (Secure Socket Layer)

To ensure your account information is only accessible by you, our Online Banking service employs a secure login process, known as SSL (Secure Socket Layer).  SSL is utilised every time data is transferred between yourself and the bank. It protects you in the following ways:

Authentication – it prevents another computer impersonating the bank

Encryption – it scrambles data over the Internet

Data integrity – it verifies and determines that any information sent to us has not been altered in transmission

Internet Fraud

We have put in place a security system that monitors Online Banking transactions to help detect any fraudulent activity. It’s important to note that we will never ask you for your Online Banking Password (in person, online, over the phone or by mail).

SMS 2 Factor Authentication (secure code)

Before certain functions can be completed in Online Banking, we will text a unique security code to your mobile. You then enter this code to complete your operation.

Virus Protection

Our anti-virus protection stops threats before they reach our computer network and established Firewalls prevent unauthorised access to our network.

Additional security features

Automatic time-out

Although we recommend you don’t leave your account unattended while performing your banking online, to help safeguard your security we will automatically log you out if your Online Banking activity remains inactive for a period of time.


If your Customer Number and Password are entered incorrectly too many times Online Banking will assume an unauthorised person is trying to access your account and will block your logon until you notify us and confirm your correct details.

Previous session

Each time you logon, Online Banking will display at the top of your screen the date and time you last logged on.


We have systems in place that closely monitor card transactions in order to identify suspicious activity and minimise fraud losses.

If we view suspicious transactions on your account we will verify with you either by phone or SMS that they are yours.

In the event that we are unable to contact you we may place a temporary stop on your account to prevent further fraud spend.

We issue Chip cards to prevent counterfeit cards being produced by fraudsters.

Phone Banking (Express Line)

Our security system closely monitors all telephone banking transactions to help detect any fraudulent activity.

Always remember, we will never ask you for your Password.

What you can do to keep your information secure

General security tips

Always keep your contact details up to date and ensure any personal information that you print out is either shredded or securely destroyed.

Computer security tips

Protect your computer by installing the latest security software and ‘patches’ (fix it software) for your operating system.

Ensure you have up to date anti-virus/spyware software installed along with a secure firewall.

Always keep a backup of your current computer files/important information.

Delete all spam email and never open email attachments or click on links from people you don’t know.

Never respond to unsolicited emails asking you to divulge your personal information or financial details.

Stay alert and be wary of email, internet and telephone hoaxes and scams: if something appears too good to be true it usually is.

If possible, avoid using shared computers (internet cafes, hotels and airports).

Online Banking

Ensure you are the only person who knows your Customer Number and Online Banking Password.

Never follow an email link that takes you directly to a login screen - fraudsters are clever and will try and replicate your bank’s login screen.

Do not use a device that you do not trust to login to Online Banking, for example a friend’s computer or mobile phone.

When logged on to Online Banking, never leave your device unattended for any period of time.

Always logout of Online Banking when you are finished.

Always look for the padlock symbol in your web browser when connected to Online Banking – clicking on it verifies that you are using the correct webpage and your connection is encrypted with SSL.

Cards and ATMs

Ensure you are the only person that knows your Customer Number and PIN.

Never write down or share your PIN.

Stay alert when using ATMs and EFTPOS, always keeping the pin pad hidden when entering your PIN.

Watch carefully if a store or venue clerk offers to swipe your card for you. Never allow them to enter your PIN.

Register with Verified by VISA for added security shopping online.  Learn More.

Sign your cards as soon as you receive them.

Check your statements and call us immediately if you identify any unauthorised transactions.

Do not allow someone else, regardless how well you know them, to perform transactions with your card.

Always remember to retrieve your card after making purchases.

Cut up any expired cards and dispose of securely.

Known threats

It is important that you are aware of potential fraud attempts you may come across.  Some common threats are:


Trojan horse



Online job scams

Card skimming

Identity theft

Investment scams

For more information on known threats and their descriptions refer to

Industry partners

Further information on how to stay safe and secure online can be found on these websites:

Stay Smart Online


Australian Bankers’ Association Inc

Australian Federal Police