Fraud Bureau Service
Operated by trained fraud specialists, the Fraud Bureau Service (FBS) provides our members with around-the-clock protection against fraudulent transactions, 365 days a year.
If a transaction is over $750 and identified as suspicious, an FBS specialist will contact you between 7.00am and 10.00pm (SA time) to query its legitimacy. If you’ve had fraud on your account, they will immediately place blocks and commence an investigation.
If they’re unable to contact you, they’ll make a decision on whether the transaction is suspicious, based on a number of factors. They may place a temporary block on your account, just to be on the safe side, until you can be reached.
For card transactions that are considered low risk and identified as suspicious, a 2-way SMS will be sent to you, where you’ll be asked to respond “yes” (the transaction is genuine) or “no” (the transaction was not genuine).
Low risk transactions are categorised as:
- Card alerts only (not NPP/transfers)
- Card-not-present transactions under $750
- PayWave transactions
If you’re younger than 65 years of age, the 2-way SMS will be sent to you from phone number 0437 126 492 and will contain the following message:
“Restrictions have been placed on card ending XXXX because of an attempted (or recent) transaction to XXXXX for $XXXXX.XX at HH:MM. Please confirm if the transaction was genuine by replying “yes” or “no”. Alternatively, call XXXXXXX Fraud Department on 1300 705 750.”
If you reply “yes” all blocks will be removed from your card and a second SMS will be sent as follows:
If the transaction was declined:
“Thank you for confirming the transaction was genuine. Restrictions on your card have now been lifted, please re-attempt your transaction.”
If the transaction was approved:
“Thank you for confirming the transaction was genuine. Restrictions on your card have now been lifted.”
If you reply “no” a second SMS will be sent as follows:
“Thank you for confirming the transaction was suspicious. There are restrictions on your card to protect your funds. We will be calling shortly to discuss. Alternatively, you can call us on 1300 705 750.”
And then a phone call will be made to discuss the suspected fraudulent transaction further.
If no response is received within 24 hours an FBS specialist will call you, and standard processes will be followed.
For any suspicious activity which takes place between 10:00pm and 7:00am, the FBS will:
- Send you a 2way SMS between 10:00pm and 7:00am following the above process
- Send you an SMS between 7am and 8:30am saying:
- Please contact Card Monitoring on 1300 705 750 / +61 2 8299 9534, option 3, to confirm card transactions. Do not reply. XXXXX
- Call you on the number after 7am (local time) to discuss the transaction
How to validate our call
If you receive a call from the FBS, you will never be asked any personal details, and this will come from a Sydney based landline. You will then have the option of confirming the legitimacy of the call by visiting this page of our website to find the number below:
1300 705 750
This will connect you with the FBS team. You will then be required to quote your member number or mobile number and a fraud officer will be able to confirm the reason for call.
Important information to know: You will never be asked to provide your Access Code, card number or Internet Banking password.
To learn more about our FBS, call (08) 8227 2222. Or for more information about protecting your personal information and accounts check out our security centre.