Adequate protection of your card and PIN will minimise the risk of theft and fraud. Here are some simple ways to protect your account from theft or fraud.

Card and PIN security

Your card and your personal identification number (PIN) allow you to access your account electronically. It's important to protect the security of your card and PIN at all times.

  • When you receive your card, immediately sign the strip on the back.
  • Don't let anyone else use your card.
  • Protect your card from loss or theft.
  • When your card expires, destroy it by cutting it diagonally in half.

Protecting your PIN

  • Don't let anyone else know your PIN - even work colleagues, family and friends.
  • Don't let anyone else see your PIN when you enter it into an EFTPOS machine, ATM or other electronic terminal.
  • Don't write or in any way indicate your PIN on your card, even if you try to disguise it.
  • Try to memorise your PIN. If you must record your PIN, take care to disguise it.
  • Don't choose a PIN that is easily identified with you (eg your birth date or phone number). Furthermore, you should not choose a PIN which has an easily retrieved combination (e.g 1111 or ABCD).

Notify us immediately if you become aware that:

  • your card has been lost, stolen or used by someone else
  • your PIN record has been lost, stolen or has become known to, or used by, someone else.
  • If you do not notify us within a reasonable time, you may be liable for any losses that occur as a result of your delay.

To report lost or stolen cards or divulged PINs call us on 1800 033 844 (international callers dial +61 3 8699 6955) 24 hours a day, seven days a week.

For disputed or suspected unauthorised transactions which appear on your account call 13 22 73 to speak to a Customer Service Consultant.

Complete and sign the Commercial Cards Disputed Transaction form (PDF 196kB) and mail it to:

Locked Bag 10
Collins Street West PO
Melbourne VIC 8007

Or fax the form to 1800 283 515.

Reducing credit card fraud

You can minimise the possibility of your card being used fraudulently by taking a few simple precautions.

  • Regularly check your account balance - if you suspect that there are fraudulent transactions on your account, report them to ANZ immediately.
  • Buying over the Internet - deal only with reputable sites that use a high standard of encryption
  • Keep an eye on your card - when paying for goods and services, particularly when overseas, try not to let your card out of sight.
  • Don't reveal your credit card details - never give out your credit card details to anyone, even if contacted by someone purporting to be from ANZ.
Shopping online

For many Australian businesses, the Internet is becoming the preferred way to buy. Some businesses are concerned about providing credit card information over the Internet. But if you follow a couple of simple rules when purchasing online, it can be as safe as making any other purchase with your credit card.

Who are they?

Look for reputable Internet merchants or stores. Anyone can establish an Internet site, so if you're unsure, request more information from them about their company, products and services. Also, ask them what their policy is about returning any merchandise that you are unsatisfied with and refunding of your money.

Is it safe?

Make sure that any merchant you deal with has encryption on their site (you will see a padlock at the bottom of your screen). This makes it difficult for another person to intercept information you send over the Internet.

Check your statements

Always read your credit card statements carefully and check for any suspicious transactions. If you find any transactions that are not yours, call ANZ on 1800 032 481. If you contact ANZ within 14 days from the date on your statement, and the transaction is found not to be yours, then generally you will not be held liable for the payment. Remember, sometimes the name of the store that appears on the statement may be different from the name under which the store trades (e.g. John Smith & Sons trading as Acme Trading).

Keep it on file

Whenever you make a purchase online, print out a copy for your records. This will make it much easier to check your credit card statement and ensure that all the purchases shown are valid.

Keep your password a secret

When you are required to use a password to access a service, make sure that your password is disguised. Your telephone number, date of birth or your children's names are known to other people and are not considered by ANZ as a reasonable attempt to secure your password. Do not disclose your password to anyone.

Other tips to protect your card

If your credit card is demagnetised, scratched or bent, it probably won't work. To protect your card:

  • keep it away from magnetised objects, for example, your work security access pass or other credit cards
  • store it in a place where it's not rubbing or scratching against another object - a separate compartment in your wallet is usually fine
  • try not to bend your card
  • if you find that your card does not work, call ANZ on 1800 032 481 to order a replacement card.

Need more information?

Telephone iconCall 1800 636 359 and ask our qualified consultants.

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