13 12 21
Phone enquiries are available 8am to 7pm, weekdays and
9am to 3pm, Saturday.
Our offices are open 9am to 5pm, weekdays.
We are committed to safeguarding your personal details. Learn about the ways we protect you and how you can protect yourself online.
Teachers Mutual Bank is committed to safeguarding your personal details, financial transactions and money by using industry leading security systems, transaction monitoring and fraud prevention tools so you can enjoy a secure banking environment.
To log in to online banking you need to supply the following information to verify your identity:
Online banking login (member number)
Online banking access code
A one-time password is a six digit number sent to your mobile phone via SMS or via a security token, required when making certain transactions in online banking. It’s quick and simple, and doesn’t interfere with the majority of your day to day banking. It also offers:
Verification codes made just for you. One-time passwords are uniquely crafted for your account when you need them. Each code can only be used once.
Encryption is the process of scrambling the data contained in a computer communication and can only be unlocked or decrypted with the correct key.
All information transmitted from your computer to our system is protected by 128-bit Secure Sockets Layer (SSL) protocol encryption. It is one of the best forms of encryption used by leading financial institutions around the world.
To successfully log in to online banking, you will need to ensure that you are using a web browser that supports 128-bit encryption. In most web browsers, you can check the encryption level supported by going to the Help menu and then selecting about.
To ensure that you have successfully connected to a secure session using SSL encryption, your browser should display a closed padlock icon. You can click on the padlock icon to obtain more information about the digital security certificate and to verify the certificate was used for the site you are connecting to. This may be displayed in the status bar at the bottom or in a bar at the top of your browser.
A daily limit on electronic funds transfers to other Australian financial institutions (including BPAY payments) is automatically applied to each account.
You can lower this limit to a level that meets your daily transactional needs. This minimises the potential loss that could occur if your online banking is compromised. To vary your daily transaction limit(s) please complete the Online banking services form.
We have an inactivity time-out period after which your online banking session will be terminated. This protects your account against any unauthorised activity in the event that your session is abnormally terminated or left unattended.
Our system records unsuccessful login attempts. If the number of unsuccessful login attempts exceeds our limit, access to your online banking service will be disabled immediately. This helps to protect you against anyone who may be trying to hack your online banking account.If you believe that your access has been disabled for this reason, please contact us to have your online banking access reinstated.
Teachers Mutual Bank employs leading edge technology designed to monitor and detect possible fraudulent transactions. Occasionally this will mean that one of our staff will contact you to verify transactions.
Emails will be from a @tmbank.com.au email address. We will not contact you via email to ask you to provide or confirm personal information (e.g. credit card number, account number, internet banking access code and/or PIN). For security purposes, we recommend that you do not use hyperlinks, active or otherwise, from emails to undertake financial transactions. We recommend that you log in to online banking via our website address > www.tmbank.com.au.
Note: Internet Explorer recommends that you use the latest version of its browser. As of 12 January 2016, support by Microsoft will only be available for the most current version of Internet Explorer.
There are plenty of things you can do to keep yourself in tiptop secure condition online. These include protecting yourself from viruses as well as strategies to keep your identity safe online. What you can do to ensure that your computer and online banking is secure.
Find out about which browsers are compatible with internet banking
Note: Internet Explorer recommends that you use the latest version of its browser. As of 12 January 2016, support by Microsoft will only be available for the most current version of Internet Explorer. Learn more
Below is an example of what a phishing or hoax email may look like. It is important to report phishing emails to us but make sure you never click on any links in the email:
These hoax emails appear as being sent from Teachers Mutual Bank and try to trap you into providing your personal information or get you to download a virus onto your computer. Teachers Mutual Bank will not contact you via email to ask you to provide or confirm personal information (e.g. credit card number, account number, internet banking access code and/or PIN).
Phishing is the use of hoax emails alleging to be from an organisation, requesting confirmation of personal details such as account numbers, credit card details, internet banking logins, passwords or access codes. Details entered into a fraudulent web site can then be used on the real website to commit fraud. These hoax emails often look genuine, with the same logo and branding as the actual organisation.
These are usually sent from unknown senders and contain links or attachments that may download and install malicious software (Malware) onto your computer.
If you act on the email, the malware will try to install itself automatically on your computer, depending on the security software on your computer. The malicious software is designed to capture any information that you enter into online services such as internet banking, and send it back to a criminal who can use it for fraud.
There are many email scams designed to compromise online user credentials or personal information, in order to illegally obtain funds. These unsolicited emails are sent in high volumes to random email addresses in the hope that they will find banking customers.
If you receive unsolicited emails, do not click on any links, open attachments or enter any personal information as they may expose your computer to viruses, worms, trojans, rootkits or spyware.Teachers Mutual Bank does not send emails requesting you to confirm or disclose your internet banking login information.
Ensure you have security software installed on your computer including anti-virus, anti-spyware, anti-spam and firewall products. It is important to ensure that they are regularly updated.
By installing anti-virus, anti-spyware and firewall security software on your computer and ensuring regular automatic updates are enabled, you can help to keep your computer protected against external attacks by viruses, worms or hackers. This can be done for little or no cost using free software or commercial products available. Often a free trial of security software is offered with a new computer. If you activate these, take note of the expiry date and ensure that you renew the subscription before it expires.
Although installing reputable anti-virus software and keeping it updated should protect you against most known viruses, you need to be cautious about not opening emails, email attachments or files on your system of unknown origin. Even if you know the sender, it is a good idea to always scan files for viruses before opening them. Only install software that is received from a trusted source and is published by a trusted software vendor. If you choose to install free security applications available on the internet, we recommend you seek guidance from an IT professional to ensure you are choosing reputable applications.
Spyware collects personal information from your computer without your consent and is usually installed without your knowledge. This can occur when you click on a helpful pop-up message, but a lot of spyware is bundled and automatically installed with some free software packages.
It is essential that any computer connected to the internet is protected by a firewall to ensure the security of your financial transactions and computer. A firewall helps protect your computer from hackers who may try to steal or delete information from your computer.
If you are using a combined modem/router, or any type of internet or broadband router you should review the documentation that came with the device and familiarise yourself with the configuration page. Usually the configuration page can be easily accessed by typing the device's IP address available from their documentation, into your web browser's address bar. Many of these devices have a built-in firewall which is often disabled by default. By enabling the built-in firewall, you will be better protected against manual and automated attacks on your computer system.
Look for the padlock at the bottom of your screen which helps to protect the information you send via the internet.
Look for reputable internet merchants or stores - anyone can set up a website, so if you are unsure of the company or their online security then ask for more information before you use their service. Ensure the computer you use has current anti-virus and firewall protection.Make copies of online receipts to make it easier to check your statement.
Call 13 12 21.
Call +61 2 9735 9111.
For Visa cards visit Visa Global Customer Assistance.
If the country you are located in is not listed, or if you experience any difficulties with the above toll-free numbers, you can place a collect call through your local operator to +1 303 967 1090 for assistance.
Contact the Fraud Bureau Services.
Call 1300 705 750.
Call +61 2 8299 9534.
If you wish to dispute an item appearing on your statement, please call us on 13 12 21 8am to 7pm, weekdays or 9am to 3pm, Saturday.
Verified by Visa gives you added peace of mind when using your Visa card online. It offers you protection against the unauthorised use of your card when shopping online at participating Verified by Visa merchants. All Visa cards are automatically protected.
Taking the steps below to protect your smartphone not only saves you time but also ensures that you’re getting the best online experience when using mobile banking.
Many people still try to hide passwords or PIN numbers within the body of text messages or as phone numbers. However, despite how cleverly you may think you’ve concealed them, fraudsters know what to look for and where. It’s always best to commit these security details to memory and not record them anywhere. This includes ticking applications that remember them automatically.
The most likely way your smartphone can be compromised is by downloading malicious software (malware) concealed in a file or application. Your Wi-Fi™ and Bluetooth™ are the entry point to your smartphone. When activated they are constantly scanning for other signals trying to connect - fraudsters can exploit this and send malware to your smartphone without your knowledge. Tethering also gives access to your computer, so if you don’t need to connect, switch them off.
If you connect to a shared Wi-Fi™ hotspot, you are completely dependent on the security of the host network. If the network is unsecured, fraudsters can hijack it, give their own network a similar name and fool you into connecting to their network instead. Here they can spoof all kinds of websites and trick you into divulging your personal details.
Once you connect your device to the internet vulnerabilities from fake phishing sites as well as viruses increase. Today, security software tailored specifically for smartphones is available in the marketplace. It’s important though as with your home PC to keep protections and software up to date and current. Ensure you activate your smartphone's security settings and password protection and familiarise yourself with the features of your smartphone.
These are useful to stop any personal data being accessed by persons who may misuse it. Find out how they work and how you can activate them.
All smartphones have built-in security features such as auto locking and password protection. While it may seem like a bit of an inconvenience at times, these physical security measures are your first line of defence in keeping your smartphone and your personal details safe.
If you crack the manufacturer’s security on your smartphone, you not only make your warranty invalid but you make it much more vulnerable to attacks by fraudsters.
Fraudsters are interested in more than just your internet banking details. Any kind of personal information can be used to steal your identity and commit other kinds of fraud. They can apply for credit cards, personal loans and mortgages, using your personal information. By being careful about the information you have stored on your smartphone you're taking the first steps to protecting your identity in case of theft or loss.
If you sell or discard your smartphone, it’s crucial you delete all personal information first. This can include SMS messages, emails, photographs, contact details and Internet links. Fraudsters can use such information to commit fraud against you, or by pretending to be you.
Fraudsters use infected documents and applications to spread their malware and compromise victim’s smartphones. Never open an attachment or download an application from a person or website that you don’t know or have doubts about.
Guide for electronic transactions
Be cautious when strangers offer to help you at the ATM, even if your card is stuck or you are experiencing difficulty with the transaction. Avoid ATMs which have messages or signs fixed to them indicating that the screen directions have been changed, especially if the message is posted over the card reader. Banks and other ATM owners will not put up messages directing you to specific ATMs, nor would they direct you to use an ATM which has been altered.
Do not write your PIN down or keep it in your wallet or purse and do not give it to anyone. If you think it may have been compromised, please contact us immediately.
Whether you want to reduce the number of PINs you have to remember or change your PIN for security reasons, it is easy to do at a rediATM. Learn how you can change your PIN at rediATMs.
After completing your transaction, secure your card and cash immediately before exiting the ATM area.
Always protect your card by keeping it in a safe place. If your card is lost or stolen, contact us immediately.
When entering your PIN, shield the ATM keypad with your hand or body. Keep your transaction record so you can compare it to your monthly statement.
Report all crimes immediately to law enforcement officials, ATM owners and Teachers Mutual Bank.
If you need emergency assistance, call 000.
Always use ATMs in busy areas. Stay alert and do not accept assistance from anyone. Remember to remove your card from the machine.
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.
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.
We have been made aware of scam calls being made to cardholders by people identifying themselves as Vigil Fraud Bureau employees. The Vigil Fraud Bureau services will never ask for any personal information during an outbound call.
This is called Phishing and they may attempt to get sensitive information from you such as usernames, passwords or credit card details.
The Fraud Bureau does not need to know this information.
If you are unsure of the authenticity of the call, you are to hang up and ring back the toll free number of 1300 705 750 to clarify if they are actually calling you.
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.
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.
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.
Notification of unusual activity will be sent via SMS from the Fraud Bureau Service and the message will read as follows:
We have detected unusual activity on your account, please call 1300 705 750, option 3, and quote your member number. Teachers Mutual Bank.
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
Please note that Visa Zero Liability policy covers Australian and New Zealand-issued cards, but does not apply to ATM transactions not processed by Visa or certain commercial card transactions. Cardholders should notify Teachers Mutual Bank promptly of any unauthorised Visa use.
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.
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.
You can feel safe when shopping online with our security solution, Verified by Visa.
All Visa cards are automatically protected for this free service, joining more than 355 million Visa cardholders world wide. Throughout the world a growing number of merchants offer Verified by Visa.
Look for the symbol as a sign these merchants value your business and your security.
As you make a purchase online, Verified by Visa assesses the risk of the transaction based on a number of factors. In some instances, you may be asked to confirm some personal details so we can be sure your card isn't being used without your permission.
For your convenience and protection, Verified by Visa works behind the scenes so in most instances you won’t be interrupted when shopping online.
Protect yourself online and keep up-to-date with latest online fraud, scams and general banking security.
Australian Cybercrime Online Reporting Network
Cybercrime is an issue which affects many Australians. As Australia’s reliance on technology grows, the cost and incidence of cybercrime is expected to increase.
The Australian Cybercrime Online Reporting Network (ACORN) is a national policing initiative of the Commonwealth, State and Territory governments. It is a national online system that allows the public to securely report instances of cybercrime. It will also provide advice to help people recognise and avoid common types of cybercrime.
The ACORN provides information on how to recognise and avoid common forms of cybercrime (such as hacking, online scams, online fraud, identity theft and attacks on computer systems) as well as advice for those who have fallen victim. It also makes reporting cybercrime easier and more convenient for all Australians.
The ACORN is a key initiative under the National Plan to Combat Cybercrime, which sets out how Australian agencies are working together to make Australia a harder target for cybercriminals. The ACORN has been designed to make it easier to report cybercrime and help develop a better understanding of the cybercrime affecting Australians. By understanding the enablers of cybercrime, we can make it harder and less rewarding to commit cybercrime.”
Government run website and provides tips for families and small business with topics like Securing your computer, Small business safe online, Smart transacting online and kids safe online.
provides information on how to recognise, avoid and report scams. This is a government run website and it is run by the Australian Competition and Consumer Commission (ACCC)
Help Prevent Identity Theft, Spyware and Viruses, Microsoft provides great tips in their Security at home on how to Protect your computer.
Federal Police branch, providing a nationally coordinated approach to technology enabled crime (e.g. internet banking fraud and phishing)
For financial tips and safety checks on investment and superannuation proposals please visit the Australian Securities and Investments Commission (ASIC) website
Identity fraud intelligence facility provides valuable information and tips on how to avoid identity fraud
Shopping and auction site fraud updates from Australian Competition and Consumer Commission
A list of recent scam alerts from NSW Fair Trading.
Regularly review your credit reporting bureau
Protect your financial identity