1. Why has the sign-in page changed?
We have made changes to the sign-in page as part of our ongoing program of improvements for Internet Banking.
The change involves a new online keypad which you need to use to enter your password. The online keypad uses special technology which scrambles your Customer ID and password to prevent those attempting fraud from capturing the information you have entered. Using the keypad to enter your password also helps protect against most types of keyloggers.
2. Why is the online keypad more secure than using the computer keyboard?
Software has been developed by fraudsters to track keystrokes made on your computer keyboard.
This software is called a "keylogging Trojan" and can be installed onto your computer without your knowledge when you click on a link within an email or download software from an internet site.
By implementing the online keypad, those attempting fraud will not be able to capture your password using keylogging software because you will not use your computer keyboard to enter your password.
In addition, the online keypad uses special technology which encrypts your personal information when you enter it.
3. How can I protect the security of my personal details when I sign in using the online keypad in a public place?
When using Internet Banking in public places we recommend you exercise caution to ensure people are not watching your screen. When signing into Internet Banking you should use similar caution as when entering your PIN number into an ATM.
It is recommended that you change your password using a trusted computer especially if you have accessed Internet Banking from a public place. If this is not practical, you can call the Internet Banking help desk on 1300 655 505 to change your password.
4. Are keystroke logging viruses a big problem?
There has been an increase in the number of keystroke logging viruses worldwide so we have taken a proactive approach in mitigating the potential problem.
5. How do I use the online keypad?
How do I enter my password using the mouse?
How do I enter my password using my keyboard?
6. If I think my password has been compromised, what should I do?
7. Will my password change because of this new feature?
No, your password will remain the same. If you have forgotten your password please contact the Internet Banking help desk on 1300 655 505.
8. How do I enter lower or upper case letters using the online keypad?
Passwords are not case sensitive. Just select the letters and numbers of your password using the keypad.
9. Will the online keypad work with my screen reader (or other accessibility devices)?
Yes, screen readers and other accessibility devices will be supported by the new sign-in page. Accessibility testing was conducted using Jaws in cooperation with Vision Australia.
10. I use a screen reader - can you explain how the online keypad is laid out on the screen?
The online keypad consists of the following text:
"Enter Customer ID using your keyboard" and a box to enter this information in.
"Select the type of customer you are" with two buttons to select from: Personal or Business.
"Enter password using the buttons below".
Next is a three row keypad consisting of:
Line 1 - selectable keys marked 1 to 0
Line 2 - selectable keys marked A to M
Line 3 - selectable keys marked N to Z
The next line has an icon reading "Clear" and a box that shows dots to correspond with each password character entered. Our accessibility testing found no audible confirmation for each character entered. Next to this box is an icon reading "Sign in".
On the last line is text reading "If you have forgotten your password please call us on 1300 655 505."
11. If I am having problems signing in with the new online keypad, what should I do?
You may be using an incompatible browser. Please refer to our Browser set up information for details about the browsers we support and suggestions about using your browser with the new keypad.
If you continue to experience difficulty, please contact the Internet Banking help desk on 1300 655 505.
12. How can I get more information?
You can try our online interactive demonstration. If you need more information please contact the Internet Banking help desk on 1300 655 505.
13. Does the new sign in page have a new URL?
The current sign in page URL will remain valid.
14. Will my internet browser be compatible with the new sign in page?
We support the following browsers:
Other browser versions, such as Netscape 6, have been tested but are not recommended, and some older versions such as Netscape 4.77 are no longer supported by the supplier or by Westpac.
We are currently testing Netscape Communicator 8.0, Mozilla Firefox 1.07 and Safari for Macintosh 2.0 and expect to be able to include these by April 2006.
15. Do I need to enter my Customer ID using the online keypad?
The online keypad was introduced to provide added password protection. You do not need to use it to enter your Customer ID.
16. How did you communicate this change?
We have communicated this change on our website to ensure our customers are familiar with the new online keypad. We will continue to provide updates online to explain any changes in detail.
Please note: Westpac will not send any emails regarding this change.
17. Will I be able to use my PDA to sign in?
PDAs and other devices such as mobile phones may not be compatible with Westpac Online and Business Online. Westpac recommends you use a PC to sign in.
18. What else is Westpac doing to improve security?
Westpac has employed a number of security initiatives such as detecting and delaying suspicious transactions; as well as providing tokens to our business customers. Westpac continues to investigate further initiatives to ensure we provide high security standards without compromising customer satisfaction and website usability.
19. Why is Westpac implementing an online keypad and not second factor authentication?
Westpac provides second factor authentication in the form of tokens for customers who regularly make high value or large volumes of payments. The online keypad offers another level of security by helping to protect your privacy and preventing unauthorised access to your accounts.
20. I already have a token; isn't that secure enough?
Your token offers a high level of protection against fraudulent transactions. The online keypad offers additional protection which will further help protect your privacy and prevent unauthorised access to your account.
21. Why don't I have to use the online keypad to enter my Broking / Corporate Online password?
Westpac offers a range of internet services and we are examining each of them as part of an ongoing review of security needs. Each of our services has different attributes and unique needs around security. For example, Corporate Online users are required to use tokens to make value payments.
22. Where can I find more information about online security?