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Unsure if your transaction is a fraud, scam or dispute?

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Red, our virtual assistant, can help determine your next steps. Use the 'Chat now' icon on this page to start the conversation.

Have an existing scam case?

Already reported your scam case and looking for an update?

 


How to report

If your card is lost or stolen, please report it immediately so we can stop all transactions on your account. Report your card lost/stolen

Card on Hold

You can also place your card on hold temporarily until you find it. Place a temporary lock on your card

 

If you don't have our Westpac App or Online Banking, call our Cards Customer Service team;

  • Australia - Call 1300 651 089 (24 hours a day, 7 days a week)
  • Overseas - Call +61 2 9155 7711 (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.
  • You can also report the loss at any Westpac branch

 

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 90KB) 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 via one of the above options so we can stop all transactions on your account.

If you have received an email, SMS or other request that you have identified as potentially fraudulent or a scam and it contains Westpac BSB and Account numbers, it’s always a good idea to report this through to us, before deleting it from your inbox and deleted items or your device.

 

It’s important to make sure that you don’t click on any links or open any attachments in the message to help prevent your device becoming infected with malware.

 

Sending this information to us assists in identifying potentially fraudulent bank accounts, to help us all protect all our customers who may unknowingly be the target of a scam.

 

Emails can be reported to hoax@westpac.com.au

 

Report suspicious SMS messages by forwarding the SMS message to 0497 132 032 and then delete the message.

If you receive an unexpected call asking you to provide or verify personal or financial information, or you’re asked to complete a task by the caller, 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.

 

Phishing and Remote Access scams often start with an unsolicited phone call. You can find more information about these, and other types of scams that can take place over the phone, on our Types of Scams page.

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’ll receive an automated reply as a confirmation that we’ve 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