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Learn if your transaction is a fraud, scam or dispute

Chat now with Red

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

Get an update on an existing scam case

Chat with us online if you need any help or have any questions about an already reported scam case and we'll be there with an update.

 

How to report

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.


 

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 1800 595 160, or visit their website 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