Card security

Keeping your card secure

We have a number of processes and best practice solutions in place to help protect and reduce incidents of fraud. These include:

• Online Transaction Security Guarantee - means you will not be liable for the amount of any online transaction made without your knowledge or consent providing we're notified of that transaction before the due date shown on the card account statement
• 24/7 Fraud Protection - monitors every transaction for irregular activity. If a suspicious transaction is detected, our fraud specialists will call you to verify it
• CHIP technology - uses a microchip embedded in your credit card to securely store personal data (e.g. your name, card number and expiry date) rather than storing it on the magnetic stripe on the back of the card.  CHIP is a more effective counter-measure against counterfeit and skimming fraud
• Safer online shopping with Visa and Mastercard® Online Security, when you shop at participating online retailers registered with Verified by Visa and Mastercard® SecureCode™
  
• Secure Payments - this unique mark is your assurance that the merchant is processing your credit card details securely over the Internet using a Westpac-accredited Internet payment security system.

Pen or PIN

Use a PIN instead of your signature to verify your card purchases. When travelling overseas, in some locations you may be prompted to use your PIN for purchases. If you do have a CHIP card, know your PIN before travelling abroad. If you do not have a CHIP card, you can continue to use your current card with your signature to verify purchases (where available).

Please note: if you have changed your PIN from the 4 digit PIN number we issued on your card to a six digit PIN number, some of your transactions may not be successful overseas. You may also encounter an error with your four digit PIN in some countries requiring a six digit PIN. The most widespread standard currently, however, is a 4 digit PIN.

Card fraud and how we manage it

What is credit card fraud and how can it happen?

There are many different forms of credit card fraud. At its simplest, someone obtains your credit card details and uses them over the phone or on the Internet to make purchases in your name. At the other extreme, a person can assume your entire identity and open bank accounts, obtain credit cards, get loans and even submit tax returns in your name.

Steps the Westpac Fraud Detection team take when fraud occurs

The Westpac Fraud Detection team will:

1. Contact you on all your available telephone numbers and send you a letter to inform you about the fraud.
2. Issue you with a replacement credit card as soon as you have confirmed there is a fraudulent transaction on your account. You should receive the replacement card within 5-7 business days within Australia and up to 5-10 business days if you are overseas.
3. Contact you to complete an Interview Question / History Sheet regarding the transactions.
4. Send you a letter confirming the conversation - this will include a list of transactions that are fraudulent. We will request you to confirm these transactions within 14 days.
5. Refund all monies (where applicable) related to the fraudulent transaction on your credit card, e.g. transaction amount, over limit fees, interest and other related charges.