Leslie Massey
Bank Australia provides each of its customers with a unique customer number, which is used to access internet banking and the mobile app for the first time. This number is not to be used for direct debits. To transact on your accounts with the help of Bank Australia customer care, you will need a security password or VoiceID. Bank Australia also has a fraud monitoring service, and customers are advised to be aware of scammers posing as Bank Australia staff via text messages and phone calls.
| Characteristics | Values |
|---|---|
| Customer Number | A unique number for each account, including credit cards and offset accounts. |
| Usage | Used to access internet banking and the app for the first time. |
| Where to Find | In the app or internet banking. |
| Customer Care Number | +61 132888 |
| International Support | +61 3 9854 4666 |
| Fraud Monitoring Service | SMS from the Fraud Bureau Service to notify of potentially fraudulent transactions. |
| Fraud Bureau Service Number | 1300 705 750 |
| Scams | Scammers pose as Bank Australia staff via text messages and phone calls. |
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What You'll Learn
Customer numbers for internet banking
When it comes to internet banking with Bank Australia, there are a few key numbers to keep in mind. Firstly, each customer is given their own unique customer number, which is used to access internet banking and the mobile app for the first time. This customer number is different from your account number, which is unique to each account, including credit cards and offset accounts. You can find your account number in the Bank Australia app or through internet banking.
It's important to note that your customer number should not be used for direct debits. Instead, you should use the 3-digit number on the back of your Bank Australia Visa card, known as the 'card verification value' (CVV). This number provides added security when making online and phone payments with your debit or credit card.
To register for internet banking with Bank Australia, you will create an internet banking password during the onboarding process. This password will be 8-16 characters long and is different from your app PIN, which you set the first time you log in to the mobile app. If you register for internet banking at a later date or request a password reset, you will be given a temporary password, which is your date of birth in an 8-digit format.
Bank Australia also offers a fraud monitoring service, where potentially fraudulent payments may be held for 24 hours. In such cases, you will receive an SMS notification and will need to contact the Fraud Department to remove the block on your account. Additionally, Bank Australia provides a secure messaging feature within the app and internet banking, allowing you to send messages and report any complaints or compliments.
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Customer care and support
Bank Australia offers a range of customer care and support services to its clients. The bank prioritises human interaction and offers several ways to get in touch.
Contact Methods
Bank Australia customers can contact the bank via phone, email, or by visiting their nearest branch. The bank's customer service phone number is +61 132 888, and its international support number is +61 3 9854 4666. Customers can also send their general and account-specific enquiries via the Secure Mail service, accessible through the Bank Australia app or internet banking. Additionally, customers can visit any of the bank's branches during opening hours without an appointment.
Security and Fraud Protection
To transact on their accounts with the help of customer care, customers need a security password or VoiceID. The security password can be set up by downloading and completing the Telephone Banking Security Password application and sending it by post or Secure Mail. VoiceID, on the other hand, is a secure way to log into an account using one's unique voice print. Bank Australia also offers Symantec VIP for two-factor authentication, which can be downloaded as an app on multiple devices.
The bank also has a fraud monitoring service that holds potentially fraudulent payments made via OSKO, PayID, or PayTo for 24 hours. If a payment is flagged, customers will receive an SMS from the Fraud Bureau Service and can call the department directly on 1300 705 750 to remove the block. The bank warns customers to never click on any links in an SMS unless it is for an ID verification request, and to never share login details or one-time passwords (OTPs). If customers are unsure about the authenticity of an SMS, they can call the Fraud Bureau Service at the number provided or the general customer service number.
Online Banking
Bank Australia provides detailed instructions on its website for customers who want to register for internet banking, transfer money, send messages, or troubleshoot issues. The bank also offers a mobile app with features like alert settings, direct debits, and credit alerts across all accounts.
Other Services
The bank's website also provides resources for various other customer care scenarios, including information on lost, misplaced, or blocked cards, managing accounts of deceased customers, appointing a Power of Attorney, and closing accounts. The website also offers guidance on identifying and avoiding scams, as scammers may pose as bank staff via text messages and phone calls to gain access to customer accounts.
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Fraud monitoring service
Bank Australia takes the security of its customers' accounts very seriously and has a range of measures in place to protect them from fraud. One of these measures is the fraud monitoring service, which scrutinises transactions made via OSKO, PayID, or PayTo for potential signs of fraud. If a transaction is flagged as potentially fraudulent, it will be placed on hold for 24 hours. The account holder will then receive an SMS from the Fraud Bureau Service notifying them of the hold and providing instructions on how to resolve the issue. It is important to note that Bank Australia will never ask customers to click on links in SMS messages or provide login details, one-time passwords, or sensitive information via SMS. If customers receive suspicious messages, they should contact the bank directly at the provided phone numbers to ensure the security of their accounts.
To enhance security, Bank Australia employs Symantec VIP tokens, which provide an additional layer of protection for online and phone transactions. Customers are advised not to use their customer number for direct debits but to use their account number instead to avoid the inconvenience of updating merchant details when cards expire. Furthermore, customers are warned about scammers posing as bank staff via text messages and phone calls, emphasising the importance of vigilance and caution when sharing personal information.
The bank offers a VoiceID feature, which allows customers to securely log in to their accounts using their unique voice print. This provides stronger security compared to traditional PINs, as each person's voice is distinctive. Customers can also set up secure SMS through Symantec VIP, an app that can be installed on multiple devices. This two-factor authentication adds an extra layer of security to their accounts.
Bank Australia provides separate passwords for internet banking and its mobile app. Internet banking passwords range from 8 to 16 characters, while the app uses a 4-digit PIN. Customers are advised to change their passwords regularly and to utilise the available alert settings to monitor their accounts proactively. By following these security measures and remaining vigilant, Bank Australia customers can help protect their accounts from fraudulent activities.
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Scams and suspicious activity
Bank Australia also provides customers with a VoiceID feature, which is a secure way to log into your account. This feature captures your voice print and uses it to identify you, which is much more secure than a PIN. Bank Australia may also contact you to confirm a transaction via SMS, email, or phone call.
There are several common scams that customers should be aware of. One is the phone porting scam, where fraudsters target Bank Australia customers. Another is the Australian Banking Association scam, where scammers pretend to be from the association and ask for personal and banking details, including your name, driver's license number, bank account or credit card number, PINs, or internet banking login. They may also tell you that you are owed a refund for overcharged bank fees, but that you must pay a fee to receive it. They may also ask you to send money via post or Western Union.
Other scams include criminals pretending to hire on behalf of high-profile companies and asking for money, directing you to download suspicious applications, or asking you to pay money to receive a 'guaranteed payment'.
If you believe you are the target of a scam, you should hang up the phone and contact a friend or family member to confirm the request. You can also search online for known scams using similar language or approaches, and check the website spelling and email address to ensure it is legitimate.
If you believe your personal or bank information has been compromised, you should contact your bank immediately.
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Branch locations and opening hours
Bank Australia has a physical location at Locked Bag 2035, Collingwood VIC 3066, Australia. While the opening hours for this branch are not available, the bank mentions that there is no need to make an appointment when visiting any of its branches.
The bank also provides a customer support phone number, +61 132888, and an international support number, +61 3 9854 4666. These phone lines can be used for customer support, banking inquiries, or general assistance.
Additionally, Bank Australia offers a Secure Mail service accessible through the Bank Australia app or internet banking. This service allows customers to send general and account-specific enquiries securely.
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Frequently asked questions
Each account has a unique customer number, which can be found in the app or internet banking. This number is used to access internet banking and the app for the first time.
The customer support number for Bank Australia is +61 132 888.
The international support number for Bank Australia is +61 3 9854 4666.
The fraud department number for Bank Australia is 1300 705 750.
