Security

Card security

Monitoring card fraud 24/7

At Health Professionals Bank, our Visa Debit Cards and Visa Credit Cards are protected by the Fraud Bureau Service early detection fraud monitoring system. This service is provided by our industry partner, Cuscal.

When fraud is detected

If suspected fraudulent activity is detected, the Fraud Bureau Service will call you between the hours 7am and 10pm, seven days a week. If you can't be reached, they may leave a message with a reference code to quote when you return their call.

If you are unsure of the authenticity of the call, hang up and ring back the toll free number for the Fraud Bureau to clarify that they need to speak to you.

How to contact the Fraud Bureau Service

Within Australia Call 1300 705 750

Outside Australia Call +61 2 8299 9534. Be sure to dial the international prefix (exit code) for the country you are in.

Please note the Fraud Bureau Service will never ask for your card number and/or PIN. They may ask questions to which only you would know the answers–to identify you over the phone. 

How we protect your cards

Our fraud monitoring system provides early detection and prevention of card fraud by monitoring transaction activity, examining unusual spending patterns, and identifying payment types, or transaction sources, that have been previously flagged as fraudulent. This service is undertaken 24 hours a day, seven days a week, to try and prevent suspicious and fraudulent transactions before they occur on your account. We also liaise and participate in national and international fraud committees, to ensure we have up-to-date information on fraud trends.

How you can help

With your help, we can work to secure your transactions around the clock, safeguarding you from card fraud. In addition to keeping your card and PIN safe and secure, we ask that you notify us of your overseas travel plans, including destinations, departure and return dates, so we can better monitor and protect your cards from unauthorised use. To report travel details, please contact us here or use the overseas notification feature within the Health Professionals Bank mobile app.

Notification of unusual activity will be sent via SMS from the Fraud Bureau Service and the message will read as follows:

Please contact Card Monitoring on 1300 705 750 / +61 2 8299 9534, option 3, to confirm card transactions. Do not reply. Health Professionals Bank.

Important information about disputed transactions for VISA Cards

If you believe a Visa Card transaction was...

• Unauthorised
• For goods or services and the merchant did not deliver them, or,
• For goods and services which did not match the description provided by the merchant

...then you can ask us to dispute and seek a reversal of the transaction (sometimes referred to as a “chargeback”), by reversing the payment to the merchant’s financial institution. However, we can only do so if you inform us of the disputed transaction within the timeframe determined by Visa.

Currently the shortest cut-off time for notifying a dispute and seeking a reversal is 45 days after the transaction, although longer periods may apply in particular circumstances.

You are not able to reverse a transaction authenticated using Visa Secure unless we are liable as provided in the ePayments conditions of use.

You should inform us as soon as possible if you become aware of circumstances which might entitle you to a reversal of a transaction and let us have the cardholder’s copy of the Visa transaction receipt in question.

For information on liability allocation for electronic transactions, please refer to the Electronic Access Facilities and ePayments conditions of use section in your Conditions of use Accounts and access brochure.

Visa payWave Zero Liability

Visa payWave-enabled cards are as secure as your Visa chip card and carry multiple layers of security protection, including Zero Liability. Zero Liability ensures you are not responsible for most fraudulent or unauthorised transactions. Please note that Visa Zero Liability policy covers Australian and New Zealand-issued cards, but does not apply to ATM transactions not processed by Visa or certain commercial card transactions.

Visa's Zero Liability policy is Visa's guarantee that Visa cardholders will not have to bear liability for an unauthorised transaction, which includes transactions made through theft of the card or card fraud.

Visa's Zero Liability policy covers members:

When the credit option is selected, followed by either entering PIN or signature

• PayWave transactions
• Online transactions
• Phone transactions
• Visa Easy Payment Service transactions
• Overseas and domestic transactions when the credit option is selected.

Cardholders should notify Health Professionals Bank promptly of any unauthorised Visa use.

Tips for protecting your cards

Do

• Sign your card on the signature panel as soon as you receive it.
• When selecting a PIN, avoid the obvious - your name, telephone number, or date of birth, or any combination of these.
• Make a record of your credit card account numbers and telephone numbers for reporting lost or stolen cards and keep it in a safe place.
• Report lost or stolen cards immediately.
• Keep copies of sales vouchers and ATM receipts.
• Ensure that you get your card back after every purchase or ATM transaction.
• Always check your statement, especially after a trip. Check all transactions, even the small ones, because criminals try "testing out" stolen accounts by buying inexpensive items rather than large ones.
• Protect your cards as if they are cash. Do not leave them unattended.
• Be suspicious of anyone offering their help if your card gets stuck inside an ATM, even if they appear to be a bank security officer. Criminals can obtain your PIN by several means (shoulder surfing or straightforward questioning), then retrieve your jammed card from the ATM and use it to withdraw funds.
• Destroy expired or unwanted cards properly by cutting through the signature and magnetic strip.

Don't

• Disclose your PIN to anyone. No one from a financial institution, the police, or a merchant should ask for your PIN. You are the only person who should know it.
• Write down your PIN—memorise it or use a PINSECURE card—a safe and secure way of storing your PIN.
• Give your card to anyone, even family or friends, if needed you may want to request an additional card for their use.

Change of details

Keep us up to date if you change your contact details including home, work and mobile numbers and your email address. This will assist us in contacting you quickly if we detect suspicious transactions.

Before travelling overseas

Make a record of your card account and telephone numbers for reporting lost or stolen cards. Keep this information in a safe place, away from your wallet or handbag, and contact us prior to travelling.