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Westpac’s Fraud Money Back Guarantee

We can assist in getting back any missing funds from your card lost to fraudulent transactions

Westpac’s Online Banking Security Guarantee

Helping to protect your transactions from online fraud

Westpac Protect

Keep your cards and Online and Mobile Banking safe with enhanced security

Keep your details up-to-date

If we detect suspicious activity on your account, its important your contact details are up to date.
Find out more


Westpac’s 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 (PDF 288KB) for full details, including when you will be liable.

 

Online Transaction Security Guarantee

Means you will not be liable for the amount of any online transaction made without your knowledge or consent providing we're notified of that transaction before the due date shown on the card account statement.

24/7 Fraud Protection

Monitoring every transaction for irregular or suspicious activity. If a suspicious transaction is detected, our fraud specialists will call you to verify the transaction.

CHIP technology

Uses a microchip embedded in your credit card to securely store personal data (e.g. your name, card number and expiry date) rather than storing it on the magnetic stripe on the back of the card. CHIP is a more effective counter-measure against counterfeit and skimming fraud

Safer online shopping with Visa and Mastercard®

When you shop at participating online retailers registered with Verified by Visa and Mastercard® SecureCode™

Secure Payments

This unique mark is your assurance that the merchant is processing your credit card details securely over the Internet using a Westpac-accredited Internet payment security system.

Pin

Using a Pin for your purchases will help ensure that no one is able to make transactions over $100 if your card is lost or stolen 

 


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 Westpac Live Online Banking Terms and Conditions.


This includes keeping your sign-in details (including passwords, Westpac Protect™ SMS codes and SecurID® Token codes) private.
 

The Terms and Conditions (PDF 283KB) explain the features, benefits, risks, fees and charges for Online Banking and BPAY®.

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.


Please note our security guarantee is not applicable to Corporate Online Banking.


Westpac Protect

A SecurID® token is a small, portable device that generates a digital security code, which you use to securely authorise certain online transactions and features. Tokens are ideal if you are travelling or in a low mobile service/reception area.

It also offers:

Increased security (free of charge)

The ability to instantly reset your Westpac Live password online

Access to a higher daily payment limit

Same day 'Pay Anyone' payments to other Westpac accounts

The ability to update your personal details online

Access to additional payment types

Access to User administration functions for Administrators.

Security tips for using your token

  • Keep your token secure - it fits easily into a key ring or neck chain
  • Treat your token with care - don't expose it to extreme temperatures.
  • If you lose your token, contact us immediately to replace it

How to register?

Administrators of Business networks can register their users for SecurID® Code by selecting 'User administration', from the 'Services and preferences' tab once signed in, then click the arrow button next to the user's name and select the SecurID® token option. Then follow the simple step-by-step instructions. If the user is already registered for a device, click more features link then 'security device'.

How much does it cost?

  • The following token fees may apply for Business networks:
  • First 3 tokens - free
  • Additional tokens - $5.50 per month
  • Replacing lost or stolen tokens - $25.00 each
  • There are no fees for personal customers.

Westpac Online Banking is protected by our market-leading technology Westpac Protect™ Adaptive Authentication – a comprehensive, real-time, authentication and fraud detection platform that monitors your banking behaviour.

SecurID Tokens and Westpac Protect SMS are part of our Adaptive Authentication technology, allowing us to request that you enter a code to authenticate a transaction or access a feature.  This verifies that a genuine action is being performed by you, the authorised person.  

Adaptive Authentication allows us to get to know your digital identity, making it easier for us to detect unusual activity and alert you to it.  It also makes your online banking experience easier by minimising the need for security codes to be entered when we are confident you are performing the activity.

There are many different types of credit card fraud, but at its simplest, is when someone obtains your card details and make transactions on your card without you knowing
 

You may not be aware that your card has been used fraudulently until:
 

  • You receive your statement and find there are transactions that you didn’t make
  • Our Fraud Detection Team advises you on unusual activity on your card and asks if the charges are yours
  • We send you an SMS (text) to confirm a transaction, and ask you to text back with your confirmation.
     

What does Westpac do when there is suspected fraud on your card?
 

  • We’ll stop your card and companion cards (and the card of any additional cardholders) and issue new cards
  • We will provide you with a case number and send you a 'Transaction Investigation Request' form which outlines the list of transactions you believe are fraudulent
  • You’ll need to confirm the details and sign the form then return it to us within 14 days of receipt
  • We’ll complete the investigation and if the decision is in your favour, refund the fraudulent transactions. Cases can take up to 21 working days to be resolved.

Secure Online Shopping

When making an online purchase at a participating online retailer using a debit or credit card, you may be required to enter a 'One Time Password' to authenticate the purchase before the retailer accepts your transaction.

Your One Time Password will be sent to your nominated mobile number or email address that you have provided to Westpac. Once received, you will need to enter that password into the One Time Password field to complete your transaction. 

 

Corporate Cards: Please contact your account administrator to update your mobile and email details. Alternatively, please call the Commercial Cards Line on 1300 650 107.

 

More information?

Report

Please report any suspicious activity immediately by calling 132 032 or (+612) 9293 9270 if overseas (available 24 hours a day, 7 days a week)