Securing your personal information
How do you make sure your money and accounts don’t fall into the wrong hands? It all starts with securing your banking and personal information, including:
- Debit and credit cards
- Devices that you use to make payments (these may include your smartphone, tablet or wearable device)
- Personal Identification Numbers (PINs)
- Phone passcodes and pattern locks
- Internet Banking passwords
- Online account passwords and
- SMS and Security Codes
Tips to help keep your money and accounts safe
Card and device security
- 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 device.
- Let us know as soon as you realise your card or device or PIN has been lost, stolen or used by someone else.
- Don’t use an electronic banking facility such as an ATM, EFTPOS terminal or pay through a website if you think something isn’t right – fraudsters can 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
- Don’t share your passwords, PINs, passcodes or pattern locks with anyone.
- We recommend accessing NAB’s website by typing nab.com.au into your browser, rather than from a link in an email, SMS, a pop-up window, or from your browser history.
- 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 and use a different password/PIN for each of your accounts.
- Don’t let anyone watch you enter your NAB passwords, passcodes or PINs.
- Don’t share your Visa Secure one time passcode with anyone, unless you are completing an online purchase that you initiated.
- Please be aware that if anyone else has Touch ID or Face ID set up on your device using their fingerprints or image, they may be able to access your banking accounts and change some of your settings. This means your liability for unauthorised transactions may be affected.
- Treat your device like your wallet or purse. Keep it close at all times.
If the guidelines above are not followed, you may be liable for any unauthorised transactions.
Liability for losses resulting from unauthorised transactions will be governed by the ePayments Code.
Avoiding scams and hoaxes
- Treat any unrequested emails, SMS or phone calls with caution. We’ll never send an email or SMS with a link or attachment asking you to provide personal or banking details. If you do receive a message of this nature claiming to be from ‘NAB’, don’t act on it. Instead, forward the message to email@example.com and then delete it. Alternatively, you can forward suspicious SMS to 0476 220 003.
- If you feel like a call might not be genuine, 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 or allow the caller to have remote access to your computer on unsolicited calls.
- We’ll SMS you one-time passcodes for NAB Internet Banking transactions, password resets and your requests for Open Banking data sharing – so it’s important to keep your phone secure. These messages should not be shared with anyone, even NAB. If you call NAB, we may send you an identification verification SMS. This is the only code we will ask you to provide to us. Make sure you read the SMS in its entirety before sharing that code with 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 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 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 straight away.
- Only use trusted devices and trusted Wifi networks to do online banking. Never accept a request to download a program or certificate to your device in order to use a public Wifi network.
- Regularly check your Open Banking data sharing permissions in NAB Internet Banking (requests for your banking data to be shared with an accredited third party). If you spot a consent you don’t remember or recognise, call us straight away. For more information on Open Banking and what data sharing means, please visit nab.com.au/openbanking.
- Install up-to-date anti-virus software on your devices to detect and prevent online attacks. NAB offers customers 6-months free security software. Visit nab.com.au/software.
- Report any scams to the Australian Federal Government’s Scamwatch service at scamwatch.gov.au, opens in new window.
- Keep up-to-date with online threats and advice at nab.com.au/security, or Australian Cyber Security Centre at cyber.gov.au, opens in new window.
Touch ID, Face ID are trademarks of Apple Inc., registered in the U.S and other countries.
App Store is a service trademark of Apple Inc., registered in the U.S and other countries.
Google Play and the Google Play logo are registered trademarks of Google LLC.
Reduce the risk of identity theft
- Secure your letterbox with a lock to prevent your mail being stolen.
- Let us know straight away 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 social media, including your full name, date of birth, address or phone number – criminals can use this information to impersonate you.
- Shred documents containing your personal information before throwing them away.
When to notify NAB
If your card, phone or device 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 - toll free. (Calls from mobile phones are charged at applicable mobile phone rates.)
You can also block, unblock and replace your linked personal and business cards by clicking on Cards in the main menu in NAB Internet Banking or the Cards menu in the NAB app .
If you believe something isn’t right with your account, let us know straight away. Call the numbers listed below 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.
For more information call
13 22 65 (personal customers)
13 10 12 (business customers)
Available 24 hours, 7 days a week.
Hearing impaired customers with telephone typewriters can contact us on 13 36 77.
You can also visit our security homepage.
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