Here are a few precautions you should take with your cards to reduce the risk of fraud.

Card present transactions

  • Memorise your Personal Identification Number (PIN) and never write it down
  • Don’t tell anyone your PIN – if you’d prefer for someone else to have access to your account, make them a signatory
  • Place your hand over the keypad when you're entering your PIN
  • Use payWave where you can so that your card never leaves your control
  • Keep all receipts in a safe place or destroy them appropriately (you can request a receipt for all transactions including small ticket items and payWave)
  • Never let your card out of your sight during a transaction
  • Sign a new card as soon as you receive it
  • When using an ATM, make sure you take your card, receipt and cash with you
  • Destroy your cards when they expire
  • If you’re travelling overseas, provide People's Choice with your contact details and travel plans so we can check on any suspect transactions

Online transactions

  • Shop at secure and reputable websites. You can identify a secured website by looking for “https” in the web address of the URL
  • Research the merchant before placing an order. Check for a physical address or contact phone numbers and ensure appropriate refund policies are disclosed
  • Read the website privacy and security policies to understand how your personal and card information will be collected, stored and shared
  • Provide only necessary personal information to complete the transaction. Don’t send credit card numbers via email
  • Keep records of all transaction details such as order confirmations for future reference
  • Be wary of sites offering free trials. The general rule is if you have to provide your card number it is not free. Be wary of charges that may occur if you don’t cancel the trial within a prescribed period
  • Be wary of unrealistic offers or prices. If it looks to good to be true, it probably is

ATM transactions

A common risk using ATM’s is card skimming. Card skimming is the term used for the unauthorised capture of card details when using an ATM or EFTPOS machine. The card details are then transferred over to a counterfeit card and used to access your account without your knowledge. Skimming devices can be fitted to the front of ATMs or kept out of view and used by shop staff.

  • Check for signs an ATM may have been tampered with. Warning signs may include changes to the card reader slot, any unusual objects or signs of tape or adhesive
  • Don’t use an ATM that appears to have been tampered with or damaged
  • Cover your PIN when entering it into a terminal
  • Keep your card in sight at all times when making EFTPOS transactions
  • Be wary if asked to swipe your card multiple times or the shop assistant uses multiple EFTPOS machines
  • Make sure you take your card, receipt and cash with you
  • Use payWave where you can so that your card never leaves your control
  • If for any reason you believe an ATM appears as though it has been tampered with, or if you think your card details or personal information has been compromised, contact us immediately on 13 11 82

If you fail to promptly report any security breaches on your Account, you may increase your liability for any unauthorised transactions. 


  • What do I do if my card Is lost or stolen?

    If your card is lost or stolen during business hours, call us on 13 11 82 or visit your nearest branch as soon as possible. We can cancel your current card and arrange for a new card to be mailed to you.

    Outside of business hours, call the Visa 24 hour hotline on 1800 648 027. You'll then need to contact us to arrange for a new card to be sent.

    If you're overseas when you lose your card, please contact us on +61 2 8299 9101. If you need to arrange for an emergency Visa card to be issued to you, visit the Visa website to find the contact details for each country.

    There may be a fee for ordering a replacement card. Refer to our Disclosure documents for more details.
  • What do I do if there has been a transaction on my account that is not authorised?

    Call us immediately on 13 11 82, contact us via the website, or go to your nearest branch and speak with a consultant.
  • Are Visa payWave transactions safe?

    Yes, they are:

        - You are in control - your contactless card never leaves your hands to make a payment

        - No accidental payments - your contactless card must be extremely close to the reader at the checkout to work

        - Customers won't be double-charged for the same transaction even if the card touches the reader more than once.

        - The maximum reach of 4cm means that you can't unknowingly pay for another person's purchase

        - Virtually impossible for any of your Visa card details to be intercepted while in use. Each payWave card reader contains security based on industry-wide standard.
  • I'm going overseas. How can I access my money?

    The most convenient way to access your accounts overseas is to use your Visa card with a PIN at an ATM or Merchant facility.

    Refer to our Disclosure documents for more details and applicable fees and charges.

    All our Visa debit and Visa credit cards come embedded with a smart chip, making cards virtually impossible to copy and offering a new level of security against counterfeiting, card skimming and other fraudulent use. If you are travelling overseas and your current card does not have an embedded chip we recommend you contact us to update your card prior to travelling.

    If you are travelling overseas, make sure you're signed up for Internet Banking so you can keep track of your accounts while you're away.

Keeping your banking safe

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Get in touch with us and we can help you get the answers you need.