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How to report

Unrecognised Transaction

If you believe your security has been compromised or you notice a transaction you did not make, contact us immediately on 132 032.

There are many different types of credit card fraud, but at its simplest, it’s when someone obtains your card details and make transactions on your card without you knowing.

You may not be aware that your card has been used fraudulently until:

  • You receive your statement and find there are transactions that you didn’t make.
  • Our Fraud Detection Team advises you on unusual activity on your card and asks if the charges are yours.
    • We will send you an SMS (text) to confirm the transaction(s), and ask you to text back with your confirmation.
    • Westpac will never send links via email or SMS directly to our Online Banking sign-in page.

Lost or Stolen Cards

If your card is lost or stolen, please report it immediately so we can stop all transactions on your account. You will need your 8-digit customer number and password.

Online Banking:

  • Step 1: Sign in to Westpac Online Banking
  • Step 2: Select Service from the Service and preferences menu
  • Step 3: Select Report lost or stolen cards from Card services options

Mobile Banking:

  • Step 1: Sign in to Westpac Mobile Banking
  • Step 2: Select Services and security from the top left menu
  • Step 3: Select Report lost/stolen

Card on Hold

You can also place your card on hold temporarily until you find it.

 

If you do not have Online or Mobile Banking, call our Cards Customer Service Call Centre or Customer Care:

  • Australia – Call 1300 130 961 (24 hours a day, 7 days a week)
  • Overseas - Call the Telstra Australia Direct® Reverse Charge access number for the country you’re in to book a reverse charge call to +61 2 9155 7700 (24 hours a day, 7 days a week). Please note that calls made from mobile phones, public telephones or hotel rooms may attract additional charges, not covered by the reverse charge service.
  • You can also report the loss at any Westpac branch

 

What to do if your wallet is lost or stolen
A lost/stolen wallet or handbag can result in the loss of your credit cards, as well as your driver's licence, mobile phone and car or house keys. Here are some tips to consider, should this happen:

  • Check the Lost Wallet Checklist (PDF 57KB) for a list of other Australia-wide financial institutions and their contact details for reporting lost cards
  • Report the loss or theft to police (call 000 or Police Help line 131 444)
  • Contact your insurance company, locksmith or mobile network provider (if keys or phone go missing too)
  • Access cash without your debit card at any Westpac ATM. Just call 132 032 and ask for Emergency Cash.

If your card is lost or stolen, please report it immediately so we can stop all transactions on your account. You'll need your 8-digit customer number and password.

Suspicious Calls

If you receive an unexpected call, ask for a reference number and return the call using a trusted phone number – not the one that the caller provides.

If you think you have fallen for a scam, contact us immediately on 132 032.

If available, report the caller's phone number to Scamwatch by going to scamwatch.gov.au/report-a-scam

 

Suspicious emails or SMS

  • Report suspicious emails or scam details to hoax@westpac.com.au  
    • Please note while we monitor this email inbox 24/7, we're unable to respond directly to individual emails. You will receive an automated reply as a confirmation that we have received your email and we will be acting upon it.
  • Report suspicious SMS messages by forwarding the hoax SMS message to 0497 132 032 and then delete the message.

  • If you clicked on a link provided in hoax email or SMS, it's possible your security could've been compromised. In that case, contact us immediately on 132 032


IDCARE

Westpac has partnered with IDCARE, Australia & New Zealand's National Identity & Cyber Support Service, to provide additional support to our customers in these situations.

IDCARE provides free, confidential support and guidance to people who have been targeted by fraud, scams, identity theft or compromise.

They 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, phone or email accounts, utilities, social media accounts etc that may be impacted.
    
You can contact IDCARE toll-free on 1300 432 273, or visit their website www.idcare.org


Responsible Disclosure at Westpac

Westpac takes the protection of its customer information and confidential information very seriously. We welcome any information you have on suspected cyber threats, or security issues.

Stay in the know

Keep up to date with the latest online security information, including resources and links to relevant organisations