Track your case
If you've been the target of a scam and reported a case to our scams team, here are the steps to check your case status.
How do I report a scam case?
If you believe you've experienced a scam or fraud, or need to raise a dispute, the first step is to report it. Visit our How to Report page to understand what information you'll need and how to submit it.
What's next after reporting
Once a case has been created, you'll receive a case reference number via SMS or email. Stay updated throughout the process by reviewing our guide below, which covers essential steps, key details and common FAQs. You can also check the status of your reported activity by following the steps outlined below on this page.
1. Things we will do
We’ll try to stop or recover any payments, enhance your account security (including resetting passwords and replacing cards).
2. Things you can do
If you notice unusual transactions that aren't in your original report, contact us. You should also report any financial loss at cyber.gov.au/report.
3. Where you can get support
Westpac has partnered with IDCARE, Australia and New Zealand's national identity and cyber support service. IDCARE have helped thousands of people and organisations to reduce the harm they experience from the compromise and misuse of their identity information by providing effective response and actions at idcare.org.
4. During the investigation
We'll email you weekly with updates, work to recover funds and refund if you're eligible under our Online Banking Security Guarantee and may block access to your banking during the investigation, to protect your account. Most cases are resolved within 21 days. Complex cases may take longer. You can also check the status of your case by following the guide below on this page.
Request updates on existing cases
If you've reported a scam, here are easy ways to get updates on your case. If you choose to chat with our scam team, you will need your case number. If you don't have it handy, you can find it in the text message we sent you.
Track your request
You can see real-time updates in the Westpac App or Online Banking by searching 'service request' and following the prompts.
Chat with us
- In the Westpac App: Tap Contact us at the top, then select Chat with us
- In Online Banking: Sign in and click Chat with us at the bottom right.
Need us to call you back?
If you've received an SMS from us about an Online Banking transaction, or you've been advised to speak with one of our teams, you can request a callback and we'll be in touch.
From scam call to SafeCall
Answer with confidence using SafeCall. An Australian-first in-app calling feature designed to help prevent scammers from impersonating us.
For more information visit our Security Hub
Stay safe, smart and secure
To help better protect you and learn how you can avoid and respond to scams, our Security Hub provides all the information to make yourself a harder target for scammers.
Update to the latest version of the Westpac App to stay safe
Things you should know
Westpac Fraud Money Back Guarantee: Our Westpac Fraud Money Back Guarantee ensures that you will be reimbursed for any unauthorised card transactions provided that you have not contributed to the loss and contacted Westpac promptly. Refer to your card's conditions of use for full details, including when you will be liable.
Westpac’s Online Banking Security Guarantee - If your Westpac account is compromised as a result of Internet fraud, we guarantee to repay any missing funds, providing you comply with our Online Banking Terms and Conditions. This includes keeping your sign-in details (including passwords, Westpac Protect™ SMS codes and SecurID® Token codes) private. You must inform us immediately if you suspect the security of your access details has been compromised, or you suspect an unauthorised transaction or potential fraud on your accounts.
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