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Monitoring card fraud – 24/7, no matter where you are


At Teachers Mutual Bank, our Visa Debit Cards and Visa Credit Cards are protected by the Fraud Bureau Service early detection fraud monitoring system. This service is provided by our industry partner, Cuscal.

How we protect your cards


Our fraud monitoring system provides early detection and prevention of card fraud by monitoring transaction activity, examining unusual spending patterns, and identifying payment types, or transaction sources, that have been previously flagged as fraudulent.

This service is undertaken 24 hours a day, seven days a week, to try and prevent suspicious and fraudulent transactions, before they occur on your account.

We also liaise and participate in national and international fraud committees, to ensure we have up-to-date information on fraud trends.

When fraud is detected


If suspected fraudulent activity is detected, the Fraud Bureau Service will call you between the hours 7am and 10pm, seven days a week. If you can't be reached, they may leave a message with a reference code to quote when you return their call.

How to contact the Fraud Bureau Service


Within Australia

Call 1300 705 750.


Outside Australia

Call +61 2 8299 9534.

Please note the Fraud Bureau Service will never ask for your card number and/or PIN. They may ask questions to which only you would know the answers – to identify you over the phone.

How you can help


With your help, we can work to secure your transactions around the clock, safeguarding you from card fraud.

In addition to keeping your card and PIN safe and secure, we ask that you notify us of your overseas travel plans, including destinations, departure and return dates, so we can better monitor and protect your cards from unauthorised use.

To report travel details, please contact us on 13 12 21.

Visa payWave Zero Liability


Visa payWave-enabled cards are as secure as your Visa chip card and carry multiple layers of security protection, including Zero Liability. Zero Liability ensures you are not responsible for fraudulent or unauthorised transactions.

Visa's Zero Liability policy is Visa's guarantee that Visa cardholders will not have to bear liability for an unauthorised transaction, which includes transactions made through theft of the card or card fraud.

Visa's Zero Liability policy covers members:

  • When the credit option is selected, followed by either entering PIN or signature
  • For payWave transactions
  • For online transactions
  • For phone transactions
  • For Visa Easy Payment Service transactions
  • For overseas and domestic transactions when the credit option is selected.

Please note that Visa Zero Liability policy covers Australian and New Zealand-issued cards and transactions not processed by Visa or certain commercial card transactions. Cardholders should notify Teachers Mutual Bank promptly of any unauthorised Visa use.

Tips for protecting your cards


Do


  • Sign your card on the signature panel as soon as you receive it.
  • When selecting a PIN, avoid the obvious - your name, telephone number, or date of birth, or any combination of these.
  • Make a record of your credit card account numbers and telephone numbers for reporting lost or stolen cards and keep it in a safe place.
  • Report lost or stolen cards immediately.
  • Keep copies of sales vouchers and ATM receipts.
  • Ensure that you get your card back after every purchase or ATM transaction.
  • Always check your statement, especially after a trip. Check all transactions, even the small ones, because criminals try "testing out" stolen accounts by buying inexpensive items rather than large ones.
  • Protect your cards as if they are cash. Do not leave them unattended.
  • Be suspicious of anyone offering their help if your card gets stuck inside an ATM, even if they appear to be a bank security officer. Criminals can obtain your PIN by several means (shoulder surfing or straightforward questioning), then retrieve your jammed card from the ATM and use it to withdraw funds.
  • Destroy expired or unwanted cards properly by cutting through the signature and magnetic strip.

Don't


  • Disclose your PIN to anyone. No one from a financial institution, the police, or a merchant should ask for your PIN. You are the only person who should know it.
  • Write down your PIN - memorise it or use a PINSECURE card – a safe and secure way of storing your PIN.
  • Give your card to anyone, even family or friends, if needed you may want to request an additional card for their use.

Change of details


  • Keep us up to date if you change your contact details including home, work and mobile numbers and your email address. This will assist us in contacting you quickly if we detect suspicious transactions.

Before travelling overseas


  • Make a record of your card account and telephone numbers for reporting lost or stolen cards. Keep this information in a safe place, away from your wallet or handbag, and contact us prior to travelling.

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