It’s important to be able to recognise threats and scams in order to protect your accounts and information. Keeping your information secure is vital – this includes your cards, Personal Identification Numbers (PINs), phone passcodes and Pattern Lock codes, Internet Banking passwords, online account passwords, SMS and Security Codes.
Read our tips to help keep your money and accounts safe
- Sign the back of new cards as soon as you get them.
- Don’t let anyone else use your card.
- Regularly check that you still have your card (and if you’re using NAB Pay, your mobile phone).
- Let us know as soon as you realise your card (and if you’re using NAB Pay, your mobile phone) or PIN has been lost, stolen or used by someone else.
- Don’t use a payment device if you think something isn’t right – fraudsters have been known to use fake equipment to steal cards or capture PIN details.
- When your card expires, destroy it by shredding or cutting it up. Make sure you slice through the embedded microchip, magnetic strip and security code.
Keeping your banking information secure
If the guidelines below are not followed, you may be liable for any unauthorised transactions.
- Don’t share your passwords, PINs or passcodes with anyone. Always type www.nab.com.au directly into your browser. Do not access the NAB website from a link in an email, SMS, a pop-up window, or from your browser history.
- When transacting with NAB online, check that the URL (web address) has ‘https’ at the start, and that a closed padlock icon is present. This indicates a secure internet session.
- Make your password/PIN hard to guess. Don’t choose a password/PIN that’s easily identified with you (e.g. your birth date, car registration, telephone number or name).
- Never write passwords or PINs down. Change them frequently.
- Use a different password/PIN for each of your online accounts.
- Don’t let anyone watch you enter your NAB Internet Banking password, or your PIN at an ATM.
- Don’t share your OSID (located on the back of NAB Visa Debit and Credit cards) with anyone, unless you are completing an online purchase that you initiated.
- You can use your fingerprints to login to the NAB app. You will need to have your fingerprints saved to your phone. To set up Touch ID, go to Settings and select ON for Touch ID. You should only set up Touch ID if yours are the only fingerprints saved on the device. If you do save someone else’s prints, they will be able to access your account information and change some of your settings and payment limits; and your liability of unauthorised transactions may be affected.
- Treat your mobile phone like your wallet or purse. Keep it close at all times.
Avoiding scams and hoaxes
- Treat any unsolicited emails, SMS or phone calls with caution. We’ll never ask you to log in or verify your banking details via a link or attachment in an email or SMS. If you do receive a message of this nature purporting to be from ‘NAB’, don’t act on it. Instead, forward the message to email@example.com and then delete it. You can report suspicious SMS by taking a screenshot on your phone and forwarding it via email to firstname.lastname@example.org
- If you’re unsure about the legitimacy of any call, hang up, and call back on an official phone number to verify the call was legitimate (the general NAB number is listed on this brochure, on the back of your cards and online). Never provide personal information on unsolicited calls.
- We’ll SMS you one-time passcodes for Internet Banking transactions and password resets, so it’s important to keep your phone secure. These messages will state that they are a secret code which should not be shared with anyone, even NAB. If you call NAB, we may send you an identification verification SMS; the message will state that this is the only code we will ask you to provide to us.
- If your mobile phone ever stops working, get in touch with your service provider to make sure you haven’t been a victim of ‘mobile phone porting’. This is where scammers may use your information to transfer your phone number to another provider so they can intercept SMS passcodes sent to you.
- When downloading Apps, ensure that they are from official App stores (App Store or on Google Play). Never download an App from a link in an email or SMS.
- Regularly check your account statements. If you spot a transaction you don’t remember or recognise, let us know immediately.
- It’s important to have up-to-date anti-virus software on your devices to detect and prevent online attacks. NAB offers customers 6-months free security software. Visit www.nab.com.au/software
- Avoid using computers in public places like Internet cafes, hotels and airport lounges to do online banking.
- Only perform banking on trusted devices and on trusted Wifi/networks. Never accept a request to download a program or certificate to your device in order to use a public Wifi network.
- Report any scams to the Australian Federal Government’s SCAMWatch service at scamwatch.gov.au
- Keep up-to-date with online threats and advice at nab.com.au/security, or the Australian Federal Government’s free Stay Smart Online Alert Service. Sign up at www.staysmartonline.gov.au
App Store is a trademark of Apple Inc., registered in the U.S. and other countries. Google Play and the Google Play logo are trademarks of Google LLC.
For more information about avoiding scams visit: www.nab.com.au/about-us/security/fraud-warnings-for-all-nab-customers
Reduce the risk of identity theft
- Secure your letterbox with a lock to prevent your mail being stolen.
- Let us know immediately if your address or contact details change.
- Never give out personal information to people you don’t know or trust.
- Don’t publish confidential information about yourself on your social media accounts, including your full name, date of birth, address or phone number, as criminals can use this information to impersonate you.
- Make sure any documents containing your personal information are destroyed by shredding before you discard them in the bin or recycling.
When to notify us
If your card has been lost or stolen, call us immediately on 1800 033 103 (within Australia) or +61 3 8641 9121 (from overseas) 24 hours, 7 days a week. (Calls from mobile phones are charged at applicable mobile phone rates.)
You can also block, unblock and replace your linked consumer and business cards by clicking on My cards on the main menu in the NAB Internet Banking or the My cards menu in the NAB app.
If you believe your account has been compromised, let us know immediately by calling 13 22 65, especially if:
- Someone finds out your PIN, passcodes or passwords.
- There’s an error, unauthorised access or unauthorised transaction on your account.
- Your mobile phone is lost or stolen – and your mobile phone number is registered for SMS Security.
- You’ve provided your banking details to an unsolicited email or unknown caller.
Call us to tell us about any changes to your address.
Call 1800 098 231 (within Australia) or +44 207 649 9404 (if overseas) about your NAB Traveller Card.
For more information call for personal 13 22 65 for business 13 10 12 7 days a week
or visit us at www.nab.com.au/security
Hearing impaired customers with telephone typewriters can contact us on 13 36 77.
© 2018 National Australia Bank Limited ABN 12 004 044 937 AFSL and Australian Credit Licence 230686 VNABI6423 A116183-0618