Security & Fraud Protection

At Heritage, we’re committed to protecting you from fraud. Our Fraud Management and Information Security Teams are constantly updating our processes and technologies to keep you safe.

Report a scam

If you suspect any unusual activity has occurred while using Heritage Online or other services please contact us on 13 14 22 or send an email to our Fraud Team at with details of what has happened.

Latest security alerts

Ways to bank securely
June 2021: Be aware of scammers impersonating well-known organisations
An increasing number of Australians are being targeted by scammers impersonating well-known organisations, including Heritage Bank.
March 2021: Scammers targeting flood-impacted communities
Heritage warns of scammers targeting flood-impacted communities in Queensland and New South Wales.
Online security when using computer
February 2021: Scam email and fake website awareness
Heritage encourages people to remain alert for email phishing scams.
Man looking at his smart phone on street
January 2021: Cold call scams from 'your bank'
Scammers imitate Heritage Bank advising there are unusual transactions on members' accounts.
December 2020: Cold call scams
Heritage Bank calls for public to remain vigilant to avoid being the victim of cold call scammers.
November 2020: Scam email awareness

Scammers are circulating another phishing email targeting Heritage Bank members.

Online security when using computer
November 2020: Hoax email and phishing scam awareness
Heritage encourages people to remain alert for email phishing scams.
Ways to bank securely
August 2020: Phishing Scam Awareness
We’ve noticed an increase in reports of Heritage customers receiving cold calls from people claiming to be from an NBN company or a telecommunications company like Telstra.
Using the Heritage Bank Mobile Banking app
April 2020: COVID-19 Scam Awareness
With the spotlight firmly on the coronavirus (COVID-19), scammers are looking to capitalise on the increased media attention and public concerns to catch people unaware. 
For older security alerts please visit our Archived Security Alerts page.
Security tips

While we are committed to providing customers with a secure environment, everyone should play a role in combating fraud. This means you need to protect yourself and be vigilant against fraudsters as well. Here are some quick security tips to get started:

  • Never disclose your personal or account information over the phone, unless you initiated the call.
  • If you receive a call or email from anyone claiming to be a Heritage staff member requesting personal security details such as your PIN, CCV number, credit card details or internet banking passwords, be suspicious
  • Report lost or stolen cards, chequebooks or passbooks to us immediately.
  • Always check your statements and report any suspicious transactions to us immediately.
  • If you move house, make sure you change your address as soon as possible. 
  • While Heritage may send information, or confirm receipt of items, by email, we will NEVER send an email that requests you to share personal security details such as your PIN, CCV number, internet banking passwords or credit card details.
  • Heritage emails may contain links, however these will never lead you to a website that requires you to input personal details. You should always be able to see a legitimate destination within the link.
  • In order to meet our obligations of the Spam Act 2003, all emails from Heritage Bank will include an unsubscribe link for you to manage your preferences for contact.
How we protect you

Heritage Online 

Heritage Online puts your security first, with a range of security features and services designed to keep you safe while banking online. Some of these include: 

  • Fraud prevention technology 
  • Secure communications links to protect all information transferred between Heritage and you over the internet 
  • Dedicated Heritage fraud detection specialists
  • Limits on how much money you can move daily – nominated by you
  • Ability to disable transfer or BPAY features
  • View your Heritage Online session history at any time
  • Register for email or SMS alerts to keep a close watch on your account 

Mobile Banking App

Our Mobile Banking App is designed to be quick and easy to use on a wide variety of mobile devices. Your funds are protected in the same way as Heritage Online, plus you’ll get access to some additional features such as: 

  • Ability to block online, international in-store or all card payments
  • Lock, cancel or order a replacement card
  • Device Authentication – an extra layer of security for your account that ensures only devices you allow can perform advanced functions such as adding a new payee
  • Use password, PIN, Fingerprint or Face ID to log in on applicable devices

Automatic Security Notifications 

To help keep your information and finances safe, you'll receive free security notifications via email or SMS if changes are made to your residential or mailing address, mobile number, phone number, email address, statement frequency, Pay Anyone password, periodic payments or Heritage Online transfer and BPAY limits. 

You will also receive notifications if:

  • SMS notifications have been disabled
  • SMS alert options have been switched off
  • A card has been ordered
  • A card has been activated in-branch or in HAL
  •  A new internet banking payee has been added
  • A new periodic payment has been set up to an external Financial Institution
  • A One Time Password has been retrieved
  • A term deposit has matured early

You can opt out of the service by phoning 13 14 22, or visiting a branch. However, it is recommended to leave these notifications turned on to help keep your accounts and personal details as safe as possible. 


How do I know if I may have been a target of fraud or identity theft?

Fraud and identity theft come in many forms, so you need to be constantly vigilant about your financial account and personal information. In particular, we suggest that you:

  • Routinely check your statements for anything unusual and query the institution which issued the statement about any transactions you’re unsure of.
  • Contact us with the details of any suspicious transactions on your Heritage accounts.
  • Take a note of unusual emails or phone calls from organisations you haven’t contacted, particularly if they ask for information about your identity.

If you believe you've fallen victim to identity theft,read our article on What to do if you are a victim of identity theft.

What do I do if I think I may have been a target of identity theft?

If you suspect someone has stolen your identify, please read our help and guidance article on what do to if you're a victim of identity theft.

What do I do if I think my computer has been hacked?

If you believe your computer may have been compromised: 

  • Disconnect your computer from the Internet.
  • Contact a reputable, local computer support company and have them fully remove any malicious software. Do not accept the assistance of someone contacting you where you haven’t initially asked for help. 
  • Please contact us as well as your other financial institutions as soon as possible.

Any claims resulting from such activity will be assessed on the details of each individual incident.

You can also read our help and guidance article on Ways to Bank Securely for tips on keeping your computer safe in the future. 

I’m about to travel overseas; do I need to tell Heritage?

The Heritage Fraud team monitors unusual transactions on our customer’s accounts. If you let us know that you will be overseas, we will be in a better position to determine if you are likely to be doing a transaction in a foreign country.

Before leaving on your trip:

  • Check the expiry date of your card and that the magnetic strip on the reverse of the card is not damaged. If the card is due to expire while you plan to be away or is damaged, you may need to arrange with us for a new card prior to your departure.
  • Advise the Bank when and where your are travelling. We don’t require a detailed itinerary, only when you plan to travel and which countries and regions you plan on visiting.

What can I do to minimise the risk of fraud with my card?

To help protect yourself from card fraud, read our help and guidance article on Ways to Bank Securely

If you believe your card details have been stolen or if you notice any fraudulent transactions on your account, please contact us.

How can I tell if a website is safe to use with my card?

There are heaps of ways to tell if a website is safe to use with your card. When in doubt, always do your research first. For our top tips, check out our article on on Ways to Bank Securely.

How do I find more about how to prevent being the target of fraud?

The following are official Australian Web sites with more information about fraud: