Help & support
Securing your accounts is our top priority. That's why we provide a range of security features and services, including fraud prevention technology and secure banking, to help you stay safe.
Knowing what to look for can help keep you safe.
Learn about the latest scams, how to spot them and how to keep yourself safe.
Account fraud usually happens when somebody accesses your funds without your knowledge or authority. Learn more about the types of fraud and how to protect yourself.
As scams and fraud continue to rise, we’re more committed than ever to help you protect your accounts.
Behavioural information is a way we track patterns in how you interact with your device - things like how you hold your phone, tap on the screen, or type.
Behavioural information involves measuring and tracking patterns in the way an individual moves, behaves, or interacts with their device. This can range from how a person holds and moves a device, such as a mobile phone, to how their fingers tap the screen and the force of their taps.
CommBank is collecting behavioural information about the way you interact with your devices while using the CommBank app, NetBank and CommBiz. This includes information about how you interact with your devices such as typing speed, keystroke patterns and mouse movement to help identify potential fraud.
CommBank collects behavioural information to help detect suspicious cyber activity and financial crime to combat fraud and scams, such as identity theft.
A customer's behavioural information allows CommBank to help identify habits and patterns of how that customer typically interacts with their device. Deviations from these habits and patterns may be a sign a customer’s accounts have been compromised or that someone else is using their devices.
The way that you interact with our digital platforms is used to help identify if a third party is in control of your banking. All behavioural information we collect is held by our trusted third party in a de-identified form to help maintain your privacy.
Your behavioural information will only be collected when you are using the CommBank app, NetBank and CommBiz.
If you don’t consent to this information being collected, you won’t be able to use these platforms. We can support you to remove your NetBank ID if required.
If you don’t want CommBank to collect this information for you or your child (who is under 14 years old), you will need to go to a CommBank branch and request the removal of their Netbank ID or de-register devices that have the CommBank App.
Our CommBank Safe video series shares some of our top tips on how you can stay one step ahead of the latest cyber threats, scams and fraud.
There may be a time when we will reach out to you to confirm information on your account or your identity.
Having accurate and up-to-date details is part of our ‘Know Your Customer (KYC) requirements. It also helps us protect you from fraud, as we can contact you immediately if we detect any suspicious activity.
If you’re ever concerned whether the person you’re speaking to is legitimately from CommBank, you can use the CallerCheck feature in the CommBank app to verify your caller’s identity.
Regardless of whether the caller has been identified, we will never ask you to transfer funds, share your screen or reveal your passwords.
CommBank and Telstra join forces
Scam Indicator is designed to detect certain high-risk scam situations in real-time to help protect joint CommBank and Telstra customers. Developed in partnership with Quantium Telstra, it allows us to check if the customer is on a phone call when transferring large amounts of money – the prime indicator that a scam is occurring – so we can try and contact you or put in additional security checks.
To protect privacy, we‘ll only be able to access specific data points relating to scam prevention, and we won’t have access to any other underlying customer data.
Podcast: Anatomy of a Scam
Hear the inner workings of prevalent scams shared by cyber security experts, law enforcement officers and warnings from scam victims themselves. In collaboration with Nine Entertainment, we've produced an eight-part podcast, hosted by journalist Deborah Knight.
Message us immediately if you're worried about the security of your account. Our virtual assistant Ceba can help you lock your card or securely connect you to a specialist.
Ceba can help you lock your card or securely connect you to a specialist in the CommBank app.
Fast-track your call, see expected wait times and connect with a specialist in the CommBank app.
Send us a copy or screenshot if you receive a hoax email or SMS.
