How to Report
Need to report fraud, scam or dispute?
It can be difficult to know exactly who to contact when you think you've been involved in a fraud, scam or a transaction dispute with a merchant. To avoid confusion, we've listed details of the best contacts based on common scenarios.
Report suspicious activities
By sharing these types of activities with us, you’re helping our customers and the Australian community stay one step ahead of cyber criminals. You'll receive an automatic response from us but we're unable to respond to you personally.
Email hoax@westpac.com.au
Forward it to us including any attachments, then delete the email.
SMS 0497 132 032
Forward the message to us but make sure you delete the SMS afterwards.
Scam related bank accounts
Have you come across account number(s) as part of a scam or other suspicious activity? Let us know via email.
Is your transaction a...
Dispute
A disputed transaction is when you recognise the transaction, but may have an issue with the product/service received, e.g., goods or services not as described, defective or not received.
Fraud
A fraudulent transaction is when you have not actively participated in the transaction, e.g., your details were compromised without your knowledge, leading to unauthorised transactions on your accounts.
Scam
A scam transaction is when you participate in the activity, but were misled on the purpose, e.g., sharing a Security Code for Online Banking, purchasing an item online that never existed or investing in an opportunity that turned out to be fake.
If you come across any transactions that you don’t recognise, a little investigation can be the simplest way to resolve or determine your next steps.
- If you have an additional card holder, check if they’ve completed the transaction.
- Look up additional merchant details including their contact details, website and location information by tapping the transaction in Online Banking or the Westpac App.
- If you're familiar with the merchant, please contact them directly to resolve the matter.
- If you're unfamiliar with the merchant, a quick Google search could help identify the merchant as many businesses trade under different name(s).
Get an update on an existing scam case
Need to get in touch with the team on a case you've already reported?
Need more help?
Westpac has partnered with IDCARE, Australia and New Zealand's National Identity & Cyber Support Service, to provide free, confidential support and guidance to people who have been targeted by fraud, scams, identity theft or compromise.
IDCARE can help create a tailored response plan for your personal situation – not only in relation to your financial accounts but also any other personal details, mobile phone or email accounts, utilities, and social media accounts that may be impacted.
Responsible Disclosure at Westpac
Westpac takes the protection of customer information and confidential information very seriously. We welcome any information you may have on suspected cyber threats or security issues.