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Security
Peace of mind online
Shop and transact online with confidence knowing that we’re committed to protecting you and your money from fraud, scams and identity theft. Here are some of the ways we keep you safe when you use our online services.
How we keep you safe online
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One time passwords for extra security
Sometimes when you transact or make an important change in internal banking, we will ask you to confirm that it’s really you using a one-time password (OTP). An OTP is a unique six-digit number we send to your mobile phone. It’s secure, easy to use and adds an extra layer of security at important moments to help keep you and your money safe. Never share this OTP with anyone.
Daily limit
Daily transaction limits give you extra peace of mind. Even if your electronic banking was compromised, any potential losses would be reduced to the daily limit.
Advance monitoring, 24 hours a day
We use Vigil Fraud Monitoring Services to understand how you bank and transact, so they can detect any unusual activity as it happens. This means they can react quickly and take steps to make sure it was really you.
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Keeping your password safe
Your internet banking password is your key to convenient, secure banking, so be sure to keep it safe. If you think it may have been compromised, you can change it online at any time.
Here’s how to protect yourself:
• Choose a unique password between six and 16 characters, including upper and lower-case letters, numbers and symbols. Don’t use people’s names, sports teams, postcodes, phone numbers, birthdays or anything else that’s easy for a scammer to discover.
• Never re-use a password from somewhere else. Make it unique.
• Memorise it. Don’t write it down, record it on your phone or computer, or tell anyone. Change it regularly.
Staying safe using Internet Banking
When you bank online with us, we’re looking out for you at every step. Password security, time limits on your Internet Banking sessions and transaction limits are all designed to help keep your banking safe and your money and privacy secure.
Here’s how you can help:
• Start by typing bhccu.com.au into your browser before you log on, so you’re not misdirected to a fake site. Avoid using a web search or clicking a hyperlink.
• Make sure no one is watching when you log on, especially in a public place. Avoid using Internet Banking on a public computer.
• Your daily limit is kept low to reduce risk. We can increase it temporarily when you need to make a large transfer or pay a big bill. Just contact us to find out how.
• Don’t walk away from your computer while you’re logged on and make sure you log out when you’re done.
Keeping your computer secure
Safe online banking and shopping starts at home with up-to-date security software. The good news is that high quality security tools have never been more affordable.
Here’s how to make the most of them:
• Check that you have the most up-to-date version of your computer’s operating system and Internet browser installed. Also turn on automatic updates.
• Install anti-virus and anti-spyware software from a trusted brand, then keep it up-to-date and renew any subscriptions.
• Make sure you have a strong active firewall - whether it’s built in to your operating system or powered by your anti-virus tools.
• Watch for suspicious emails and avoid opening them, clicking on links or opening attachments. If you do, use your anti-virus software to scan for problems.
• Be careful about the software you install, especially if it’s free or doesn’t come from a well-known source. Scammers can sneak spyware and anti-viruses into software installation packages, so you may get more than you’ve bargained for.
Staying safe while shopping online
Shopping online is fast, convenient and easy. It can also be secure, provided you take a few simple steps:
• Look for a padlock next to the address at the top of your screen, which tells you it's a secure, encrypted connection. In most browsers, you can click on the padlock to find out more.
• Choose well-known sellers and beware of imitations. Anyone can set up a website, so if you’re unsure, seek more information before you buy. If a deal looks too good to be true, it probably is.
• Only shop on a computer or devices with up-to-date anti-virus and firewall protection.
• Make copies of online receipts so you can check them on your statement and keep an eye out for unexpected transactions.
Protect yourself online
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Protecting your mobile wallet
You can use your BHCCU Visa Debit Card with Apple Pay, Google Pay or Samsung Pay, to create a mobile wallet on your phone, Apple Watch or another smart device. It’s a fast, secure way to make contactless payments. And because your card number is never shared with the merchant or saved on your device, you can be confident your details are secure.
You can help keep your mobile wallet safe by:
• Using a passcode or biometric security, such as Face ID, to lock your phone, so no one can use it if you lose it.
• Setting your phone to automatically lock after a few minutes.
• Turning on your phone’s built-in security features and keeping your phone’s software up to date.
Staying safe when you’re banking on the go
The BHCCU Mobile Banking App is a simple and secure way to manage your money.
You can help make sure it stays secure by:
• Choosing a unique passcode. Don’t use birthdays, postcodes, names, phone numbers or anything else that’s easy for a scammer to discover. Never re-use a passcode from somewhere else.
• Keeping your passcodes secret. Don’t tell anyone or write it down.
• Only use trusted, password-protected Wi-Fi hotspots.
• Turning off Wi-Fi and Bluetooth when you don’t need to connect to the Internet.
Keeping your mobile secure
Your smartphone’s built-in security features are your first line of defence. Here are some more tips for making the most of them:
• Turn on security features such as auto-locking and password protection.
• Install or turn on security apps from reputable, well-known providers, including apps that can help you find or wipe your phone if it’s lost or stolen.
• Don’t jailbreak your phone. Jailbreaking can increase the risk of malware. Don’t use apps from app stores that are not provided or sanctioned by the provider of your mobile device.
• Avoid clicking on links in emails or SMS, or opening email attachments on your phone, unless they’re from a trusted source. They could install malware or spyware without you knowing.
• Don’t record banking passcodes and other financial information on the phone. Make sure you delete all your personal data before selling it or disposing of it thoughtfully.
• Don’t download any apps that allow remote access to your phone.
Learn more about staying safe when you bank on your mobile device or shop with a mobile wallet.
Mobile Banking security
Card security
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How you can help protect your card:
• Sign it when you receive it, then treat it like cash. Don’t leave it lying around, lend it to family or friends, or let people you are paying take it out of sight.
• Make sure your PIN is difficult to guess. Don’t use birthdays, postcodes, names, phone numbers or anything else that’s easy for a scammer to discover.
• Don’t tell anyone your PIN or write it down.
• If your card is lost or stolen, or you spot a suspicious transaction, report it straight away so we can prevent any future transactions.
• Keep receipts and check your statement regularly, especially after a trip.
• Leave your cards at home, by using your smartphone or smartwatch to make quick, easy payments with Apple Pay, Google Pay or Samsung Pay. Unlike a card, your mobile wallet can’t be lost or stolen. Even if your device goes missing, your wallet is secured. So you’ll enjoy greater peace of mind, as well as extra convenience.
Staying safe at ATMs
• Make sure no one can see your PIN when you enter it by shielding the keypad with your hand or body. Put your card and cash away promptly before you leave.
• Be cautious when strangers offer to help you at the ATM, even if your card is stuck or you’re having problems.
• Avoid ATMs with messages stuck to them saying the screen directions have been changed, especially if the message is over the card reader. Banks and other ATM owners don’t put up messages asking you to use specific ATMs or asking you to use an ATM that has been altered.
• When you’re travelling overseas, choose ATMs in busy areas. Stay alert and don’t accept help from anyone.
• Report suspicious behaviour straight away to the police, the ATM owner and BHCCU.
Reporting suspicious transactions
If you think a Visa card transaction was unauthorised, you can ask us to dispute it. We’ll investigate and contact the seller’s bank to ask it to reverse the transaction.
Make sure you report any problems as soon as you can. If you contact us after any time limit set by Visa, or if the transaction was confirmed using verified by Visa, we may not be able to help.
Within 21 days of receiving a complaint, you will either be advised in writing of the results of the investigation or we will notify you that more time is required. The investigation will be completed within 45 days unless there are exceptional circumstances.
Report a suspicious transaction
Visa Zero Liability
Your BHCCU Visa Debit Card comes with Visa Zero Liability, protecting you against fraud and unauthorized transactions. As long as you choose ‘credit’ at the checkout and confirm your transaction with your PIN or signature, Zero Liability guarantees you won’t have to pay unauthorised transactions, even if your card is stolen.
Zero Liability covers payWave, online and phone transactions, including overseas credit transactions. It doesn’t cover ATM transactions that aren’t processed by Visa.
Travelling overseas? Let us know
If you’re going overseas, contact us so we don't flag your international transactions as suspicious.
Before travelling, record your card number and the phone numbers for reporting lost or stolen cards. Keep them safe in a place away from your wallet or handbag.
Discover your card’s security features and the simple steps you can take to keep it safe.
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Phishing
A scammer sends you a message, usually an email or SMS that appears to be from an organisation you trust. It asks you to share information or click on a link to a scam website, where you’ll be asked to enter your login details or financial information.
Learn more: www.scamwatch.gov.au/types-of-scams/attempts-to-gain-your-personal-information/phishing
Investment scams
A scammer persuades you to send money for an attractive investment opportunity, then walks away with it. The offer may be completely fake, or they may use a real investment or organisation as a front, perhaps pretending to be someone they’re not.
Learn more: www.scamwatch.gov.au/types-of-scams/investments/investment-scams
Remote access scams
A scammer contacts you, usually by phone, pretending to work for a computer or telecommunications company.
They may say you have a virus or another computer issue. They ask for remote access to your computer to fix the problem, then use that access to steal information or extort money. BHCCU will never ask you to provide your internet banking codes, PIN or request access to your computer.
Learn more: https://www.scamwatch.gov.au/types-of-scams/attempts-to-gain-your-personal-information/remote-access-scams
Romance scams
A scammer pretends to be interested in you for friendship or romance, often using a dating website, app or social media to make contact. They may have a fake online identity – often more than one. Then, when they’ve built a connection, they’ll ask you for money, gifts or personal details.
Learn more: www.scamwatch.gov.au/types-of-scams/dating-romance
Service-related SMS messages
You may receive service-related SMS messages from us reminding you when a payment is due, your Visa Debit Card is due for renewal or when there’s fraudulent activity on your account.
It’s important to remember that a legitimate SMS from us will never ask you to provide or confirm personal information such as your Visa Debit Card number, account number, Internet Banking Access Code and/or PIN.
If you receive a service-related SMS from us, there’s no need to be concerned in any way. It’s just another way that we’re helping our members.
Worried someone’s trying to scam you?
It’s good to be careful. Hang up on suspicious calls and don’t click links, open attachments or answer messages with personal information. If you think someone’s pretending to be from an organisation to gain your trust, contact that organisation to let them know.
Fraud and scam protection
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What you should do
Start by checking if another family member has made the transaction or someone else authorised to use the account.
If it still looks suspicious, contact us as soon as possible.
Visa Debit Card transactions
Contact us or use Internet Banking or Banking App (Services > Card Management) to report your card, so we can prevent any further transactions. Then refer to our Dispute a Transaction page for more information.
If after hours, call the Fraud Bureau Service on 1300 705 750.
If you report unauthorised transactions on your card, we’ll place a stop on the card to prevent any further transactions to protect you, then send you a new one.
ATM transactions
Email: reception@bhccu.com.au
Other transactions: call 08 8088 2199 or 1300 705 750 (after hours).