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 Cyber Security Centre Online
• Your state Police Web site:
  • QLD
  • NSW
  • VIC

You can also follow Heritage on Facebook or LinkedIn for regular scam and security tips.

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. 

Our Fraud Team monitors unusual transactions on our member’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 make sure you should check your card and let us know of your travel plans.

Check your card

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.

Let us know of your travel plans

Don't forget to let Heritage Bank know of your travel plans, including countries and dates for travel. 

Here's how: 

• Call us on 13 14 22
• Talk to your local branch
• Submit a secure enquiry after you login to Heritage Online or your Mobile Banking App.

More tips

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