Unauthorised Transactions

What is the process?

When you report such a matter to us, we will:

1. provide you a reference number. You should retain that number as confirmation of your report, and of the date and time of your report.

2. cancel your card and issue a new card as the existing access card details may be compromised.

3. determine liability for the unauthorised transaction by assessing the following:

You may not be liable for a loss resulting from an unauthorised transaction if:

• the loss is caused by fraudulent or negligent conduct by our employees’ or agents’ or an employee or agent of the electronic funds transfer system.
• the loss resulted from the use of a device or security access code that was forged, faulty, expired or cancelled.
• the loss related to a particular device or security access code and the loss occurred before you received that device or security access code.
• the loss is caused by the same transaction being incorrectly debited more than once.
• the loss occurred after you told us that your device used to access the account had been misused, lost or stolen or the security of the security access code had been breached.
• the loss occurred because of an unauthorised transaction made using an identifier without a security access code or device, or  in our reasonable opinion you did not contribute to the loss.

You may be liable for a loss resulting from an unauthorised transaction only when you contributed to the loss, as described below, or if you contributed to the loss through unreasonable delay.

Keeping devices and security access codes secure, you will be liable for the actual loss which occurred before you told us of a device being misused, lost or stolen or the security access code had been breached, but not the following amounts:

• the portion of loss which exceeds the daily transaction limit.
• the portion of loss which exceeds any periodic transaction limit.
• the portion of loss which exceeds the balance of your account (available credit limit if the account is a loan account).

Or if you have not been able to keep your devices and security access codes secure by:

• writing your PIN on the access card, stored the security access code on your device or left an ATM without removing the access card.
• disclosing the security access code to anyone including a family member or friend.
• allowing someone else to use your security access code or enabled someone to obtain your security access code through access to your computer using remote access software as result of unsolicited.
• not sufficiently disguising your security access code  acting with extreme carelessness in failing to protect your security access code.

4. Send you an outcome letter explaining outcome, reasons for outcome and reference to relevant clauses of the ePayments Code within 21 days. We will notify you if this may take longer.