Online Security FAQs

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 guide on Ways to Bank Securely.

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

• Australian Government ”Scamwatch” Web site
• Australian Government’s “Stay Smart Online” Web site and email Alert Service.
• Your state Police Web site:
  • QLD
  • NSW
  • VIC

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 fraud or identity theft, please contact us as soon as possible. 

To help protect yourself from card fraud, read our guide 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.

If you suspect you've fallen for a scam please contact us immediately so we can put measures in place to protect your account.  We can assist you to reset your Heritage Online password and check your account transactions.

If you suspect that your card has also been compromised, you can lock or cancel your Debit or Credit Cards in our Mobile Banking App immediately or we can cancel it for you over the phone.

If you suspect someone has stolen your identify, please contact us as soon as possible. You can also read our guide on what do to if you're a victim of identity theft. 

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 guide on Ways to Bank Securely for tips on keeping your computer safe in the future. 

The Heritage Bank 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.

You can also read our article on Top Tips for International Travel before you go.