How to Report

Steps to report a transaction

1. Spotted an unusual transaction

• Check the transaction right away
• Identify whether it’s a potential dispute, fraud or scam to learn the right way to report.

2. Report the transaction

• The fastest way to report a transaction is via Online Banking. Simply find and select the transaction, then choose "Report this transaction" and follow the prompts
• If you don’t have access to Online Banking or our App call us on 1300 364 294 (or +612 9155 7777 from outside of Australia)
• If you suspect that your accounts and cards have been compromised, turn on SafeBlock immediately. Alternatively, if your card is lost, stolen, or misused, apply a Card Lock.

3. Stay updated

• A reference number will be issued once your case is created. Learn how to find the latest updates on your case here.

Spotted a Westpac impersonator? Let us know

Help customers and the Australian community stay one step ahead of cyber criminals by sharing information on unusual activities. You'll receive an automatic response from us but we're unable to respond to you personally.
 

• Email: hoax@westpac.com.au

Forward it to us including any attachments, then delete the email.
 

• SMS: 0497 132 032

Forward the message to us and delete the SMS afterwards.

You've reported to your bank, what next?

If your fraud or scam case involves a payment activity, you should also report the activity to the Australian Signals Directorate (ASD) through the Australian Cyber Security Centre (ACSC).  

To help you ensure that you're reporting the correct activity, you'll be guided through a form to classify your incident as either cybercrime or a cyber incident. ACSC recommends reporting immediately, timely action helps protect you and others. 

• Report a cybersecurity incident – Submit details of the incident so ACSC can investigate and provide guidance. 

Westpac has partnered with IDCARE, Australia and New Zealand's National Identity & Cyber Support Service, to provide free, confidential support and guidance to people who have been targeted by fraud, scams, identity theft or compromise.

IDCARE 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, mobile phone or email accounts, utilities, and social media accounts that may be impacted.

Responsible Disclosure at Westpac

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