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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, detects any abnormal transactions or spend patterns.
    And, with the introduction of the voice-activated Adeptra telephone alert system, we can now contact you within seconds of any potential fraudulent activity on your account.
  • 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. How do I prevent fraud?

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, such as:

  1. Sign your card as soon as you receive it, and always carry it with you.
  2. Don’t let anyone else use your card, or hold it for you.
  3. Don’t leave your card out in the open, such as at a bar or café.
  4. Cut up and dispose of your card when it expires.
  5. Memorise your PINs and passwords and destroy any letters advising you of new ones.
  6. Don’t tell anyone your PINs and password, even friends or family.
  7. Don’t write down your PINs and password or keep them on your mobile or computer.
  8. Avoid letting anyone watch you enter your PIN or password during a transaction. A good practice to get into is to cover the keypad when you put in your PIN – at an ATM or at the shops.

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.

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.


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