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FAQs

 

1. What does CBA do to make my transactions secure?

We offer a number of advanced security and detection devices to protect both you and your card, such as:

  • An enhanced security chip 
    All new and replacement MasterCard® and Visa cards come equipped with 'secure chip' technology. This is designed to make your credit card transactions even more secure because it is more difficult to fraudulently copy the details of your card.
  • We monitor your accounts, 24/7
    We have advanced security and fraud detection systems in place, monitoring your account 24/7. Our state-of-the-art technologies endeavour to detect abnormal transactions or spend patterns on your account that may be a sign of unauthorised transactions.

    Where we suspect activity or transactions may be unauthorised, we may then contact you to confirm whether the activity and transactions were undertaken by you. We may contact you using the below methods:

    • A phone call from one of our fraud analysts
    • An automated voice-activated call from our telephone alert system, from 1300 754 566
    • An automated SMS from our SMS service system (this will appear from + 61427741911, + 61447268622, or appear as CommBank)
    The voice-activated telephone or SMS alert can contact you within seconds of any potential fraudulent activity on your account.

    If you receive a SMS from us asking you to confirm the transaction with a 'yes' or a 'no', simply respond:

    • 'yes' if it was you that attempted the transaction, or
    • 'no' if you did not attempt the transaction and one of our agents will give you a call to go through the next steps.
    If the original transaction was declined, you can re-attempt it after responding 'yes' and the transaction should be successful.

    For more details on how we keep your information safe please see the "Keeping your information safe" section of our privacy policy.
  • Secure Internet Shopping with NetCode
    NetCode is a security feature currently used in our online banking service, NetBank, to authorise certain transactions or activities. NetCode is now used to authorise some purchases on websites supported by MasterCard® SecureCode and Verified by Visa.
    NetCode offers greater security and convenience for online shopping by using one-time passwords, instead of having to remember a set password.
    The password to authorise certain transactions is sent directly to your nominated mobile phone, guaranteeing that you are the one making the purchase.
    For further details, and information about how to register for NetCode, click here.
  • 100% money back guarantee
    And if the worst does happen, as long as you comply with the credit cards conditions of use, you will not be held liable for any fraudulent transactions on your credit card – we will reimburse you 100%.

2. PIN, password and card security

We offer a number of security devices to protect your card against fraud. However, there are a number of steps you can take to make your card even more secure.

It is important to follow your terms and conditions in order to protect your cards and devices. If you fail to protect your cards or devices, or fail to make a reasonable attempt to disguise your codes such as PINs and passwords, or fail to prevent others from accessing them, you may be liable for any unauthorised transactions.

Follow these guidelines to help ensure the security of your accounts.  

  • Protecting your codes such as PINs and passwords
    • Memorise your codes and destroy any letters advising you of new ones.
    • Don’t tell anyone your codes, including friends, family, account access services and businesses.
    • Don’t write down your codes anywhere – keep them on or with devices such as your phone or laptop, or keep them in or with articles kept together that are liable to loss or theft simultaneously (for example, in a briefcase or wallet or in different drawers of one item of furniture).
    • Avoid letting anyone see you enter your codes during a transaction, or accessing internet or mobile banking.
    • When choosing your own codes, don’t select anything easily guessed such as your birthday, name or phone number, or numbers that form a recognisable pattern.
    • Watch out for scams where a criminal, claiming to be from a legitimate business or bank, sends you an email, SMS or calls asking for your account details. Do not click on any links or provide any details. Forward emails to hoax@cba.com.au immediately for investigation.
  • Keeping your cards and devices safe
    • Sign your cards as soon as you receive them and regularly check they are still in your possession.
    • Don’t let anyone else use your cards or devices or hold them for you.
    • Take your cash, cards, devices and receipts with you after every transaction.
    • Don’t leave your cards out when at places like a bar or café.
    • Cut up and dispose of your cards when they expire.
    • If you use mobile banking, protect your mobile phone in the same way as your card.
  • Chargebacks and reporting possible mistakes in statements
    • Keep all receipts and transaction records and check the details on each statement when you receive it.
    • In some circumstances, when you make a purchase using a Debit MasterCard, Credit Card or Travel Money Card, we may be able to exercise your chargeback rights.
    • To request a chargeback, let us know within 30 days of the date of the statement showing the transaction.
    • Chargeback rights don’t apply to BPAY payments from your Debit MasterCard account or Credit Card. However, we will do our best to try to recover the payment from the biller or any other person who received it. Tell me more
  • Contact us immediately if:
    • Your card or any other device such as your mobile phone (used for mobile banking) is lost or stolen.
    • Someone has found out your codes such as PINs, passwords and other codes.
    • There has been unauthorised access to your account or you believe there is an error or unauthorised transaction.

To notify us of any account security issues, simply call 13 2221, 24 hours a day, 7 days a week or +61 2 9999 3283 (reverse charges).

Important information: This is a guideline only. Your liability for any losses arising from unauthorised transactions is determined in accordance with the ePayments code.  

3. What happens if I suspect fraud or have a dispute on my card?

Notify us immediately, on 13 2221, 24 hours a day, 7 days a week. If you are overseas and have an urgent card security issue, make a reverse-charges call to +61 2 9999 3283.

Find out more about what you can do if you suspect credit card fraud.

4. Who pays if there is fraud on my card?

We offer a 100% money back guarantee on all fraudulent transactions if you comply with the credit cards conditions of use.
It is important to remember that if you don’t make a reasonable attempt to disguise your codes or prevent others from accessing it, in this instance, you will be liable for any unauthorised transactions. Click here for further information.

5. Am I still covered against fraudulent transactions where a PIN or signature is not requested? For example Coles’ decision to not request a signature for transactions under $35.

This new process set up by some retailers does not alter your protection under our 100% money back guarantee. As long as you comply with the credit cards conditions of use, you will not be held liable for any fraudulent transactions on your credit card – we will reimburse you 100% - regardless if the retailer requests a PIN or Signature to authorise the purchase.

6. What do I do if my card is lost or stolen?

Notify us immediately. If you are in Australia, call us on on 13 2221, 24 hours a day, 7 days a week.

If you are overseas, please view the lost and stolen credit cards information for relevant contact details

7. What is Card Skimming, and how do I prevent this?

Card ‘Skimming’ is the illegal copying of information from the magnetic strip of a credit card. Once a card is skimmed, the scammer is able to withdraw funds from your account.
Be aware of warning signs of skimming;

  • Shop assistant or waiter taking your card out of sight to process the payment.
  • You are asked to swipe your card more than once.
  • EFTPOS or ATM machine does not look genuine or looks modified.
  • You notice unauthorised transactions on your account.

If you believe that your card has been skimmed, please notify us straight away, on 13 2221, 24 hours a day, 7 days a week.

8. How do I protect myself when shopping online?

  • Sign up to NetCode. NetCode offers greater security and convenience for online shopping by using one-time passwords, instead of having to remember a set password. For further details, and information about how to register, click here.
  • Only deal with merchants you trust.
  • If you’re in doubt, call the merchant to verify their authenticity and to check their delivery and return policies.
  • Always look for a padlock icon at the bottom of your web browser. This indicates that the merchant’s site offers an encrypted line of communication to protect your details.

9. Can people take money from my wallet via PayPass without me knowing?

No. PayPass readers have a limited range. Your cards need to be within 6mm of a PayPass terminal to be read, and a transaction approved. Click here for further information.

10. Can I be charged twice if my card has been tapped more than once? 

It doesn't matter how many times a card is read by the PayPass reader, the charge will only occur once.

11. Why do some retailers not provide PayPass as a payment option?

PayPass technology availability in Australia is still relatively new. Over time, you will see more and more of the stores you visit adopting this technology.