How to report fraud and unusual activity

You should always check the accuracy of transactions appearing on your statements. This will help you identify any unusual activity. Keep copies of receipts and check transactions against your statements regularly.

If you come across any transactions that you don’t recognise, a little investigation can be the simplest way to resolve or determine your next steps, firstly:

If you have an additional card holder, check if they’ve completed the transaction.
Look up additional merchant details including their contact details, website and location information by tapping the transaction in Online Banking or the Westpac App.
If you are familiar with the merchant, please contact them directly to resolve the matter.
If you are unfamiliar with the merchant, a quick Google search could help identify the merchant as many businesses trade under different name/s.

If you were unable to reach an outcome with the merchant or you still don’t recognise the transaction you can dispute the transaction in Online Banking or the Westpac App.

The unrecognised transaction could be due to fraudulent activity on your account/s. If you believe your security has been compromised, contact us immediately.

If an unrecognised transaction is debited from your credit or debit card, please call 1300 364 294 and choose Card Fraud when prompted.

If an unrecognised transaction was made via Online Banking, please call 1300 364 294 and choose Online and Phone Banking when prompted.

If outside of Australia, please call 61 2 9155 7700, Black Card Holders 1300 651 999 or if outside Australia +61 2 9155 7711.

Our Westpac Protect™ Fraud Detection works around the clock to identify unusual activity on your account and may contact you to ask if you have completed the transaction(s).

You may receive an SMS to confirm suspect transaction(s), and be asked to respond with your confirmation.

Westpac will never send links via email or SMS that direct you to the Westpac App or Online Banking sign-in pages.

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 1300 364 294 and choose Scams when prompted. 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.

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