If there’s an unauthorised transfer on your account, call us immediately on 1300 747 747. Once we’re notified, we’ll restrict your Online Banking access and contact the receiving financial institution to recover the funds if it’s possible.
The ePayments Code sets out how we investigate unauthorised transactions and who is liable for loss arising from an unauthorised transaction. Generally, if you did not contribute to the loss and contacted us as soon as possible, you won’t be held liable. For more information, see our Terms and Conditions.
When investigating your claims, we may ask for additional information to understand what happened. We’ll investigate and provide you with a written outcome within 21 days (and no later than 45 days) from when you notify us of the unauthorised transaction.
To help protect you, we may ask you to clean your computer with anti-virus software.