Online Security FAQs

Heritage suggests customers consider the following when carrying out online transactions:

• Be very wary of opening or running files or clicking on links on untrusted websites or attached to unsolicited emails particularly if your asked for persona details or asked to carry out an online transaction.
• Try not to do online financial transactions from public access computers, such as internet cafés. You have no way of knowing what software is on these machines or how secure they are.
• Before logging in to a web site using an account and password, ensure that the site is secure. Different Web browsers show this in different ways. For example, in Microsoft Internet Explorer check for the following:
  • ‘https://’ is displayed at the start of the web address in your browser's address bar.
  • That your Web browser displays a padlock, indicating a secure connection.
  • The issued digital certificate from the site is valid. Double click the padlock on your browser and check the details to do this.
• As soon as you have finished with your online transaction or when leave your computer, make sure you logout.
• If you print statements or details from your online transaction, protect them appropriately and securely dispose of them when they are no longer required.
• CVV numbers are used for online purchases and are printed on the back of Credit Cards. Similar to PINs, don’t record or store your card’s CVV. The only record should be the CVV on your card.
• Consider registering for the Australian Government’s Stay Smart Online Alert Service via www.staysmartonline.gov.au.

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

• Australian Government ”Scamwatch” Web site at http://www.scamwatch.gov.au.
• Australian Government’s “Stay Smart Online” Web site and email Alert Service at http://www.staysmartonline.gov.au or their RSS Blog http://blog.staysmartonline.gov.au.
• Your state Police Web site. In Queensland the site is http://www.police.qld.gov.au. 

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

• Routinely check your statements for anything unusual and query the institution which issued the statement about any transactions you’re unsure of.
• In the case of Heritage accounts, ring our Contact Centre on 13 14 22 with the details of any suspicious transactions.
• Note unusual emails or phone calls from organisations you haven’t contacted, particularly if they ask for information about your identity.

To help protect from card fraud, Heritage suggests its customers consider the following:

• Memorise your PIN. Don't use the same PIN for all your cards, and don't choose your date of birth or another number that might be recorded in your wallet or purse. 
• Regularly check Heritage Online and your account statements. Call your financial institution if you see anything suspicious on your account.
• Do not allow others to remove your credit/debit cards from your sight at anytime.
• Card fraud has no borders, so be even more vigilant when travelling.
• Know when your card is due to expire and look out for your new card. Call the card issuer if it doesn’t arrive. 
• Immediately sign any new or replacement cards as soon you receive it. Ball point pen is preferred. 
• Destroy old cards once they have expired.
• Be sure your mail box is secure, and that only authorised people can access it.
• Tear up/shred all credit card receipts and pre-approved card offers before you throw them away. Keep your account statements in a safe place until they are destroyed.
• When you use your cards online, make sure you are using a secure website. For example, using Microsoft Internet Explorer look for a small key or lock symbol at the bottom right of your Web browsers window.
• Consider using a separate card (with minimal limit/balance) for online purchases.
• Don't give any card details unless you initiate the call or transaction.

If you believe your card has been compromised, immediately notify Heritage on 13 14 22.

If you do think you have been the target of fraud, you should immediately contact:

• Heritage’s Contact Centre on 13 14 22 or email Heritage’s Fraud Team via the fraudalert@heritage.com.au email address. Have the details of your concerns at hand.
• Your other financial institutions and advise them of your concerns.
• The two main credit reporting agencies, Equifax Pty Ltd (www.equifax.com.au) and Dun & Bradstreet Credit Bureau (www.dnb.com.au) to get credit reports and advise them of your concerns. Both have specific services around dealing with fraud and identify theft.
• Your local Police services. In Queensland, you can get more information about this through their web site www.police.qld.gov.au/.

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. 
• Contact Heritage via our Contact Centre on 13 14 22 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.

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.

Heritage uses a “floating keyboard” for customers to enter their Heritage Online password to help protect customers from someone observing them enter their password.