Scam alerts and fraud protection

Stay scam aware with our latest scam and security alerts. Browse our frequently asked questions and learn how we protect you from fraud at Heritage Bank.

Report a scam

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.

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.

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 with Heritage Bank

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
  • Temporarily lock or cancel your 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
  • Inactive Devices - We remove saved PIN and biometric login details on inactive devices. If your device becomes inactive, you’ll be prompted to enter your full internet banking password to login again

Automatic Security Notifications 

To help keep your banking secure, 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 limits. 

You will also receive notifications if:

  • SMS notifications have been disabled or SMS alert options have been switched off
  • A card has been ordered
  • A card has been activated in-branch or with phone banking
  • 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 request. However, it is recommended to leave these notifications turned on to help keep your accounts and personal details as safe as possible. You can also set up customised alerts, such as if your account drops below a certain balance, with our SMS & Email Alerts service.


How do I know if I've 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 fraud or identity theft, please contact us as soon as possible. 

What do I do if I think I've been a target of identity theft?

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. 

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 guide 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 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.

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

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.

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 guide 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: 

Banking on the go
Scam alerts archive

If you're looking for scam alerts prior to April 2020, please visit our scam alerts archive.