Telephone Banking security
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NAB makes a significant ongoing investment in world class security solutions, monitoring systems and fraud detection processes to provide a safe and secure environment in which you can enjoy the speed and convenience of Telephone Banking.
What is speech security? Speech security is a new technology that can identify you using your voice – instead of your password. Also called “voice biometrics”, speech security works by recording the unique characteristics of your voice over the phone. Then on future calls, it compares that recorded voiceprint to your ‘live’ voice to confirm your identity.Speech security means that you’ll have alternatives to remembering a telephone banking password or a series of security questions – and it’s even more secure than the current identification process.
How does speech security make NAB Telephone Banking easier and more secure? You’ve told us that it’s hard to remember passwords, and we know it’s frustrating when you forget them. Did you know that over 40% of NAB customers forget their NAB ID and/or PIN and then have to go through a lengthy series of questions with a call centre staff member? After you enrol for speech security, you’ll no longer need to go through this process again.In addition, speech security is even more secure than the usual methods of identifying yourself through telephone banking. Every person has unique physical attributes that determine the sound of their voice, so no one can impersonate you. And unlike a PIN or password, your voice can’t be forgotten, stolen or otherwise fraudulently acquired.
How do I enrol for speech security? We’ll gradually be offering more and more customers the opportunity to enrol in speech security. Although you don’t have to register, we’d certainly recommend it. It takes just three minutes to provide your voice details. You’ll simply be asked to repeat a series of words, which will then be used as a voice comparison for next time you call.When you call NAB after you’re enroled for speech security, it will only take about 30 seconds to identify yourself. All you’ll need to do is say your NAB ID (which is on the back of your credit or debit card, just above the magnetic strip). You’ll then be asked to say your date of birth – it’s that simple and secure.
Your NAB ID and Telephone Banking password For quick and easy access to NAB Telephone Banking and related services you need your NAB Identification Number (NAB ID) and Telephone Banking Password. They give you highly secure access to conduct your banking. They also enable our staff to assist you most efficiently, protect your privacy and help to protect you against identity theft.Important: Never disclose your Telephone Banking or Internet Banking password over the phone or email. Find out more.
Manual authentication if you forget your password After three unsuccessful attempts using your Telephone Banking password you will be referred to a Customer Service Representative for manual authentication. We will need to identify you via a series of security questions that only you should know. To help protect you from identity theft, NAB only allows you to reset your password once over the phone. If you require your passoword to be reset again, we will post you a letter and you may also need to visit a branch to be identified in person.
Telephone Banking transaction monitoring NAB takes your security seriously by taking several steps to ensure your money is safe and secure. Find out more about NAB Internet Banking and NAB Telephone Banking transaction monitoring.
BPAY biller limits to minimise the risk When you make payments to certain BPAY® billers, the biller can withdraw those funds as cash or forward them straight away, for example, when you make a BPAY payment to a credit card or TAB account. Because of the fast access to the funds, these accounts can become a target for fraudulent activity. To minimise the risks of fraudulent activity and safeguard your money while you are using Internet Banking, customers who are not registered for SMS Security will have BPAY® Bill payments (except payments made to NAB authorised billers) included within their daily transfer limit of $2,500. But don’t worry – this doesn’t affect NAB authorised billers such as gas, water and electricity providers, and government departments. Payments made to NAB authorised billers can be performed up to the maximum amount imposed by the biller and are not included with the daily transfer limit. Note: The biller can advise any transaction limits they have imposed Customers are advised in Internet Banking when a bill payment is being made to a NAB authorised biller. ®BPAY is registered to BPAY Pty Ltd ABN 69 079 137 518
The latest security news and resources Latest NAB Security news: Read NAB’s current security alertProtect Your Financial Identity: The Protect Your Financial Identity website provides information to the public about how you can protect your financial identity in everyday life and minimise the damage if a problem occurs. This website has been developed by the Australian Bankers' Association, the Australian High Tech Crime Centre and the Australian Securities and Investments Commission. Read about how they work to reduce the incidence of this crime. www.protectfinancialid.org.au SCAMwatch: SCAMwatch is a website run by the Australian Competition & Consumer Commission (ACCC). The aim of SCAMwatch is to provide information to consumers and small business to recognise, avoid and report scams. www.scamwatch.gov.au Microsoft resources: Visit Microsoft's Protect Yourself website to help keep your information more secure when using your computer
Key tips to help protect against Telephone Banking fraud and identity theft In addition to NAB’s world-class security solutions, here are some simple tips to help you protect your personal information.
Identity theft explained Identity theft and identity fraud refer to crimes where someone wrongfully obtains and/or uses another person’s personal data in a way that involves fraud or deception, typically for financial gain. If you’re a victim, someone else has the ability to misuse your identity and access your money.Identity theft involves the theft of a pre-existing identity. It may occur when a criminal steals or comes into possession of your personal information, such as your name, credit or debit card details, address, date of birth, bank account number, driver’s license etc and assumes your identity to commit fraud. Identity theft can range from a criminal using your credit card details illegally to make purchases over the internet or telephone, through to having your entire identity assumed and used to open bank accounts, take out loans, run up unpaid bills, lodge tax returns and conduct other business illegally in your name. When someone assumes your identity it is known as ‘identity takeover’ and it is on the increase. Every day, you engage in transactions that require the sharing of personal information. You may share personal details when you pay bills, make purchases, hire a car, rent accommodation, open bank accounts or log on to a computer. To complete these transactions, you often provide information such as your name, address, phone number, driver's licence number, or sometimes even bank account or credit card numbers. To protect yourself, be careful when providing personal or financial information to organisations or people you know little about, and review transactions on your bank and credit card statements on a timely basis. If you believe your identity or accounts have been compromised, please call us immediately on 1300 651 656.
Identity theft definitions Identity crime - can be used as a generic term to describe activities/offences in which a perpetrator uses a fabricated identity, a manipulated identity, or a stolen/assumed identity to facilitate the commission of a crime(s).Identity fabrication – can be used to describe the creation of a fictitious identity. Identity fraud - describes the gaining of money, goods, services and other benefits or the avoidance of obligations through the use of a fabricated identity, a manipulated identity, or a stolen/assumed identity. Identity manipulation – describes the alteration of one’s own identity. Identity theft – describes the theft or assumption of a pre-existing identity (or significant part thereof), with or without consent, and, whether, in the case of an individual, the person is living or deceased.
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