Changes to Internet Banking and BPAY Product Disclosure Statement (PDS)
Westpac Banking Corporation
ABN 33 007 457 141
Australian Financial Services Licence Number 233714
Internet Banking and BPAY
Product Disclosure Statement
Changes to Terms and Conditions for using the services
Effective as at 7 March 2009
The following changes have been made to the version dated 28 October 2007
The PDS has been updated for important information on Westpac Protect™ SMS service available to customers from the 7 March 2009. Changes made to the PDS are detailed below:
If you have a complaint
The complaints fax number in this section has been updated to (02) 8253 3707.
Part 1 – General Information – Page 7 & 8
A new section called 'Your Mobile phone number' has been added to the PDS
Your Mobile Phone number
We may use your Mobile Phone number to send you Westpac Protect™ SMS Codes and any information relevant to this service.
You need to keep your Mobile Phone number current. You may update your Mobile Phone number by contacting Westpac. If you do not provide us with your correct Mobile Phone number, you may not be notified of important information relevant to the use of Westpac Protect™ SMS Codes.
You will be notified of any changes to our records of your Mobile Phone number via an SMS to both your old and new Mobile Phone numbers.
Your Mobile Phone number will not be shared with any organisation external to the Westpac Group. It is our policy not to sell, trade, or rent your personal information to any third party.
Getting started using Internet Banking – Page 9
This section has been updated for Internet Banking access verification dependency
Westpac Online subscribers are required to register for Telephone Banking service to be able to register for Internet Banking. This is because we use Telephone Banking to verify certain details required for Westpac Online.
Features and benefits of Pay Anyone – Page 9
This section has been updated for Westpac Protect™ SMS Code Pay Anyone activation process:
To activate the Pay Anyone function via Westpac Online you will need to register for Westpac Protect™ SMS Codes. This will enable you to receive a Westpac Protect™ SMS Codes via your Mobile Phone. You can register for Westpac Protect™ SMS Code via Westpac Online or by contacting Westpac directly.
Alternatively Westpac Online customers may activate the Pay Anyone function by requesting an activation code. The activation code can be requested online and will be mailed to your address within 5 business days. In the Daily Limit screen you will need to enter your activation code to begin using the Pay Anyone facility.
Getting started using BPay – Page 10
This section has been updated for Restricted BPay Biller information:
Some BPAY Billers (known as Restricted BPAY Billers) will be included in your Westpac Online Daily Limit. To exclude these Billers from your Westpac Online Daily Limit you will need to register for Westpac Protect™ SMS Codes. See clause 17.
Part 5 – Terms and Conditions of Internet Banking and BPay
SECTION 1 - Definitions– Page 14 to 17
Access Codes definition has been updated to encapsulate 'Westpac Protect™ SMS Code';
Access Codes means any one or more of your Customer Number, Password, Token Device Password, Token Code, Westpac Protect™ SMS Code and any other code we provide to you from time to time, that enables you to gain access to or use Internet Banking.
A new definition has been added for 'Mobile Phone':
Mobile Phone means, if you have registered for Westpac Protect™ SMS Code, the mobile telephone device with the telephone number that you have registered as the Mobile Phone to which SMS Codes should be sent by SMS.
A new definition has been added for 'Restricted BPAY Biller';
Restricted BPAY Biller means a BPAY Biller that allows amounts to be withdrawn as cash, and some BPAY Billers where there have been reports of possible fraud.
A new definition has been added for 'SMS':
SMS means the telecommunications "short message service" technology which may allow text messages to be sent to your Mobile Phone.
A new definition has been added for 'Westpac Protect™ SMS Code':
Westpac Protect™ SMS Code means an authorisation code sent by SMS to your Mobile Phone to authorise an Internet Banking transaction via Westpac Online.
SECTION 2
5. Your use of Internet Banking – Page 18
This section has been updated to clarify 'Access Code' comprises 'Westpac Protect™ SMS Code:
We will provide you, your Administrator(s) and your User(s) with Access Codes comprising:
- A Customer Number
- A Password
- A Token Device and Token Device Password (where applicable)
- A Westpac Protect™ SMS Code (where applicable)
7. Security and Access Codes – Page 19
This section has been updated to include details below:
If you enter any of your Access Codes (including your Password or Westpac Protect™ SMS Codes) incorrectly into Internet Banking three consecutive times, your Internet Banking access privileges may be suspended and you will be unable to obtain access to Internet banking, Westpac Online or Business Online.
If this occurs, please contact us in order to reactivate your access.
8. Protecting your Access Codes and Token Devices – Page 20
This section has been updated to include details below:
Where you have registered for Westpac Protect™ SMS Codes, to protect your accounts you must:
- Keep your Mobile Phone secure and in a location where unauthorised people cannot access it
- Not write your Customer Number or Password on, or store it in, the Mobile Phone
- Not keep a record of your Customer Number or Password near the Mobile Phone
9. What you must do if you suspect a breach of security of the Access Codes or Token Devices – Page 20
This section has been updated for Mobile Phone and Westpac Protect™ SMS Code requirements:
If you suspect that the security of the Access Codes or Token Devices or your Mobile Phone has been breached you must ensure that:
- The Access Codes (excluding Customer Number) are changed
- The Token Devices (excluding Customer Number) are replaced
- You inform us that Westpac Protect™ SMS Codes should no longer be sent to the Mobile Phone
- You must notify your Mobile Phone service provider if the Mobile Phone is lost or stolen
- You inform us of the suspected breach immediately by telephoning 132032 or (+61 2) 9293 9270 from overseas
Liability
10. When the Account Holder is not liable – Page 21
This section has been updated to clarify when the account holder is not liable for loss of Mobile Phones:
The Account Holder will not be liable for losses resulting from unauthorised transactions where it is clear that an Administrator or a User has not contributed to the loss. You may have contributed to the loss if you do not follow our guidelines for Access Code, and Token Device and Mobile Phone security set out in clause 8 above. The Account Holder's liability for any losses resulting from unauthorised transactions in connection with electronic funds transfer transactions to which the EFT Code applies shall be determined under the EFT Code rather than under the guidelines for Access Code security in clause 8.
The Account Holder will not be liable for losses resulting from unauthorised transactions that:
- Are caused by the fraudulent or negligent conduct of our staff or agents or companies involved in networking arrangements
- Happen before the Administrator or User receives or selects their Access Codes and/or Token Devices
- Happen after we have been notified that an Access Code has been misused, lost or stolen or that the security of any Access Codes and/or Token Devices hasbeen breached and/or the Mobile Phone has been lost or stolen
- Are the result of the same transaction being incorrectly debited more than once to the same account
- In the above situations we will credit the amount of the unauthorised transaction to your account.
11. When the Account Holder is liable– Page 21 to 22
This section has been updated to clarify when the account holder is liable for loss of Mobile Phones.
The Account Holder willbe liable for losses resulting from transactions which are carried out by an Administrator or a User or by another person with the Administrator's or User's knowledge and consent. The Account Holder will be liable for actual losses resulting from unauthorised transactions caused by an Administrator or a User:
- Engaging in fraud
- Voluntary disclosing any of their Access Codes to anyone, including a family member or friend
- Keeping a record of an Access Code without making a reasonable attempt to disguise it or to prevent unauthorised access to it in accordance with clause 8
- Writing their Access Codes or a disguised record of their Access Codes on the electronic equipment or the Mobile Phone
- Selecting an Access Code which represents their birth date, or being an alphabetical code which is a recognisable part of their name, after we have asked them not to select such an Access Code and told them of the consequences of doing so
- Acting with extreme carelessness in failing to protect their Access Codes
- Not safeguarding the Token Device(s) or Mobile Phone by failing to make a reasonable attempt to secure them in a safe location or to prevent unauthorised access to them in accordance with clause 8
- Keeping a record of their Customer Number or Password on or near the Token Device or Mobile Phone.
The Account Holder will also be liable for losses resulting from an Administrator or a User accessing Internet Banking via a computer that the Account Holder knows contains software that has the ability to reveal to a third party, or to otherwise compromise, Access codes and/or customer information including, but not limited to, account information.
The Account Holder will also be liable for actual losses resulting from unauthorised transactions caused by the User unreasonably delaying notifying us of:
- The misuse of their Access Codes and/or Token Devices
- Loss of their Access Codes and/or Token Devices and/or Mobile Phone
- Their Access Codes becoming known to someone else
- The Token Device or Mobile Phone being lost, misused, or becoming available to an unauthorised user
In these cases an Internet Banking Account Holder's liability will only extend to losses which occur between the time when the Administrator or User became aware (or should reasonably have become aware) of such misuse, loss or theft and when we were actually notified – this does not apply for Business Online.
However, the Account Holder will not be liable to pay for:
- That portion of the losses incurred which exceed the balance of their account(s), including any pre-arranged credit
- Losses incurred on any accounts which the Account Holder and Westpac had not agreed could be accessed using Internet Banking
For Internet Banking (excluding Business Online) the Account Holder's liability is subject to Westpac proving on the balance of probability that the Administrator or User contributed to the losses in one or more of the ways listed above.
17. Payment Limits and Cut Off Times
17.1 Payment Limits –
Page 23
This section has been updated to include Westpac Protect™ SMS Code requirements:
We may impose a Payment limit, and vary such limit, on the maximum amount you may transfer from your account using Internet Banking. This may also affect your ability to make a BPAY Payment or Payment using Internet Banking and may affect Payment limits you have authorised where your nominated Payment limit is higher than one we impose. Payment limits applicable to specific functions appear in the Help Files.
Unless you have asked us to select a different Daily Limit (including through the use of Internet Banking), your Daily Limit will be $0 per day in relation to the following transaction types:
a) Pay Anyone
b) Periodic Payments
c) Overseas Payments
d) requests for the issue of a bank cheque
e)BPAY payments to Restricted BPAY Billers (identified by their unique biller code) in Westpac Online if you are not registered for Westpac Protect™ SMS Codes
For Westpac Online, you will need to register for Westpac Protect™ SMS Codes if you wish to select a Daily Limit above $1,500. If you register to receive Westpac Protect™ SMS Code, you will need to enter an SMS Code to make the following transaction types:
- Pay Anyone to a person who does not appear in your payee details list.
- Periodic Payments to a person who does not appear in your payee details list.
- BPay payment to a Restricted BPAY Biller (identified by their unique biller code) who you have not paid with the same reference number in the last 13 months; and
- all Overseas Payments
If you are a Business Online customer and have been issued a Token Device, you will not be required to use a Token Device for Payment within your Daily Limit. See clause 18.5 for more information about Token Devices and their use.
18. Payments
18.1 Self select option – Page 24
Updated section with 'Westpac Protect™ SMS Code' below:
You may nominate a function allowing for Payments to be made. If you select this option you need to be aware that any User with value access (as nominated on the Access Authority) will also be able to make Payments from your account(s).
In certain cases (described in detail in the Help Files) Westpac Online customers:
requesting the Payment option with a Daily Payment Limit in excess of the default limit (refer to Help File for current default limit)
seeking to increase a previously nominated Daily Limit,
will be required to confirm the request before the option or change is activated. You can do so in one of two ways. Firstly, if you register for Westpac Protect™ SMS Codes, a code is sent via SMS to your Mobile Phone and will need to be used to activate the option or change. You must treat this Westpac Protect™ SMS Code with the same degree of care as required for your Password. Alternatively, if you do not register for Westpac Protect™ SMS Codes, you may request an activation code, which is mailed to your address within 5 business days and will need to be used to activate the option or change. You must also treat this activation code with the same degree of care as required for your Password
The Internet Banking Help Files will provide you with details about this option, imposing Daily Limits and how to cancel this option. However, if you have registered for Westpac Protect™ SMS Code, you will be able to use a Westpac Protect™ SMS Code to activate the option or change without waiting for a PIN.
18.4 Westpac Protect™ SMS Code – Page 24 to 25
This is a new section for 'Westpac Protect™ SMS Code':
If you are a Westpac Online customer and you have registered to receive Westpac Protect™ SMS Codes to your Mobile Phone, we allow you to select a higher Daily Limit (of $5,000 or $10,000, as you select) for the transaction types listed in clause 17.1(a), (b), (c) and (d).
When you use Internet Banking to authorise one of those transactions, or to make changes to your account settings(such as increasing your Daily Limit, or in the Pay Anyone section adding a new payee or modifying an existing payee's account details),, the Website will request a Westpac Protect™ SMS Code. A Westpac Protect™ SMS Code is made up of 6 numbers (with no spaces). We will send the Westpac Protect™ SMS Code by SMS to your Mobile Phone, and you will need to enter that Westpac Protect™ SMS Code as requested for the transaction or change to be processed.
Please contact Westpac for further advice if you need to authorise a transaction and:
- your Mobile Phone has been lost or stolen
- you do not own a Mobile Phone
- your Mobile Phone is not operational
- you are out of Mobile Phone range, or
- the Westpac Protect™ SMS Code service is not operational.
We recommend that you nominate a Mobile Phone that is used by you exclusively. If the Mobile Phone is also used by other people, they may receive, or be able to access messages intended for you as part of Westpac Protect SMS Code. If you tell us that your Mobile Phone number is changing, we will send an SMS to both the old and the new Mobile Phones to keep you informed.
We do not charge you a fee for sending a Westpac Protect™ SMS Code to your Mobile Phone. However, your Mobile Phone service provider may impose fees and charges relating to the Mobile Phone, including fees and charges for sending and receiving SMS messages. The payment of any such fees and charges is the responsibility of the Mobile Phone account holder. Any queries or concerns regarding any such fees and charges should be raised by the Mobile Phone account holder with their Mobile Phone service provider.
You can cancel Westpac Protect™ SMS Code at any time by contacting us. However you will be required to reselect a Daily Limit in accordance with clause 17.1 when you cancel Westpac Protect™ SMS Code.
Section 3 - Terms and conditions that apply to BPAY– Page 27
New dot point as below added:
20.5 To increase the security of your BPAY service in Westpac Online, your Daily Limit will apply to BPAY Payments to Restricted BPAY Billers (identified by their unique biller code). However, you may register for Westpac Protect™ SMS Codes, to exclude BPAY Payments to Restricted Billers from your Daily Limit.
