How we protect you

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 Falcon™ - 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, Mastercard® and American Express® Online Security, when you shop at participating online retailers registered with Verified by Visa, MasterCard® SecureCode™ and American Express SafeKey®
  • 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. 
    Secure Payments logo

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Pen or PIN: it's your choice

You now have the option of using a 4-digit PIN as an alternative to signing for your purchases. You can continue to sign as you've always done - the choice is yours - but we encourage you to use your PIN to verify the sale as it will be quicker and more convenient for both you and the merchant.

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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.

These are the steps we take when fraud occurs
 Step 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.

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.

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Things you should know
  • MasterCard® and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated.