Defending you and your finances from scams is our priority.
We are conscious of a cyber-incident that has resulted in the release of personal information of some Optus customers.
Defence Bank Security Hub.
Welcome to Defence Bank’s security hub.
Keeping your money safe and protected is our top priority.
As a member of Defence Bank, you have access to a range of tools and security features to help protect you against scams and fraud. This includes real-time monitoring, fraud prevention technology and secure banking via the app or Online Banking.
How we protect you.
Website protection.
Our website uses SSL (Secure Sockets Layer) encryption. This ensures others can't read your personal information when browsing the internet. Just look for the padlock in the address bar.
Login security.
You will be automatically logged out of Online Banking if you are inactive for over eight minutes. After three failed logins, your access is suspended. Call us if this wasn't you.
24-hour support.
Our intelligence monitoring systems run 24/7, allowing us to identify at-risk customers.
Credit card security.
If we notice suspicious activity on your Visa Debit or credit card, it may temporarily be blocked and we may even prevent you from logging in to the Defence Bank app or Online Banking. But don’t worry, if you verify the activity as genuine, we’ll remove the block quickly.
You can also cancel, replace or temporarily block your card through the app or via Online Banking if you need.
What can you do if you’ve been scammed?
Contact your financial institution immediately if you've sent money or shared your banking details with a scammer.
Are you using the latest version of our app?
Make sure you get the latest enhancements and features of your Defence Bank award-winning app by always having the newest version installed.
Noticed a suspicious transaction?
Call us on 1800 033 139, Or send us a Secure Message via online banking or the app.
Remember, we will never ask for your PIN or password by phone or email, or request that you download any software or remote access apps to access your device remotely.
How to protect yourself.
If you think someone else knows your passcode or password or has used your account, let us know immediately.
Monitor your accounts.
Check your bank accounts and Visa Debit and credit cards regularly for suspicious activity. Look for unfamiliar transactions or changes in your account settings. and notify us immediately of any changes of address.
Don’t click links in emails or SMS messages.
Be cautious of links in messages, particularly from senders you don’t know. By clicking, you may unintentionally download malicious software to your device.
Be wary of unexpected calls or messages.
If you receive an unsolicited call, message or email, be wary. Don’t trust that the caller or information provided is legitimate. Take the time to consult a trusted source, like Verify Defence Bank, to check if a message or caller is genuine.
Set up safe and secure transactions with PayID®.
When someone is paying you via PayID you dont have to provide your account and BSB details only your PayID details (email or mobile phone number). When paying via PayID be alert to common PayID scams.
Make secure purchases with a digital wallet.
Choose a secure way to pay by adding a digital wallet to your phone, smartwatch or fitness tracker. It’s easy to set up, convenient to use and packed with security features.
How to spot an impersonation scam.
Impersonation scams are one of the most common ways people are scammed out of their money and personal information.
Phishing. Don’t take the bait.
Phishing is one of the most common scams out there so it is important you are aware of what it is and don’t take the bait.
How to protect yourself from a phone porting scam.
Have you heard of a phone porting scam? It's when someone hijacks your phone number. The good news is there are some simple steps you can take to protect yourself.
Passwords - Top tips.
Passwords shouldn’t be set and forget. You should regularly check your “password health” and change them every 90 days. You should do this even if you don’t use Online Banking regularly or you have forgotten your password.
Here’s a list of some common passwords you shouldn’t use. In many cases it will take less than one second for hackers to crack.
Tip 1. Have a strong password.
Use a mix of the following to create a strong password.
- Uppercase and lowercase letters.
- Numbers.
- Special characters like $, * and %.
- Don’t use a number or word that can be easily guessed like your date of birth, ‘1234’ or ‘password’.
Use a passphrase. A passphrase is made up of four or more random words. Your passphrase must include upper- and lower-case letters as well as numbers and special characters for added strength (e.g.BlueP!zzaCre3kyfire). Learn more about passphrases.
Tip 2. Don’t write your password down. Or share it. Ever.
This may seem like common sense but don’t write your password down, keep a copy of your passcode or password on your computer, mobile or tablet, let anyone see your passcode when you’re using it or share it with anyone, even close friends and family.
Tip 3. Maintain password and PIN hygiene to keep them safe.
- Don't use the same password for multiple services or websites.
- Don't provide your password in response to a phone call or email, regardless of how legitimate it might seem.
- Don't provide your password to a website you have accessed by following a link in an email — it may be a phishing trap.
- Be cautious about using password-protected services on a public computer or public Wi-Fi.
Tip 4. Use two-factor authentication.
Two-factor authentication (2FA) simply means there are two checks in place to prove your identity. With 2FA, you need to provide two things – your password and your fingerprint or facial recognition – before you can access your account. This provides you with an extra layer of protection. This service is not available on all mobile devices.
Common passwords make it easy for hackers to get to your money.
Many Australians continue to use inadequate passwords that hackers can easily guess.
Top tips on how you can protect your password.
Read our tips for some simple ways you can protect your password from cybercriminals.
How to choose a secure PIN.
A strong PIN protects you and your bank account. Follow these simple rules to make sure your PIN is as secure as possible.
Card security.
- Choose a unique PIN that is difficult to guess. (Never your birthday)
- Never write down or tell anyone your PIN.
- Ensure the website is reputable and secure when you shop online.
If you have misplaced your card, you can place an immediate temporary hold on your card using the Defence Bank app by:
- Logging into the Defence Bank app.
- Tap on Cards.
- Select the card you want to amend then 'Card Controls'
- Toggle the required services on and off.
If your VISA Debit or credit card has been used without your permission or you suspect someone else knows your PIN, you can change it in the app instantly or contact us on 1800 033 139.
How to manage your cards with Defence Bank.
Your debit or credit card is a key way you can access your money at Defence Bank, so making sure you’ve got control at all times is really important.
Watch out for common travel scams during a deployment overseas.
Avoiding travel scams will mean less anxiety for Defence Force personnel on an overseas deployment.
Look Who’s Charging - how to identify transaction details.
Our award-winning app lets you see all the merchant details available on a particular transaction.
More ways to keep your money safe.
For more information on how to protect your money, visit Intel - the Defence Bank blog.
Other valuable online resources outlining ways to combat scams and additional ways you can take to limit the risk of fraud include:
- Scamwatch - https://www.scamwatch.gov.au/
- MoneySmart - https://moneysmart.gov.au/protect-yourself-from-scams/
- Australian Security Centre - https://www.cyber.gov.au/protect-yourself/
Important note: This information is of a general nature and is not intended to be relied on by you as advice in any particular matter. You should contact us at Defence Bank to discuss how this information may apply to your circumstances.
How to help the elderly spot a scam.
It is important, now more than ever, that older Australians are vigilant and know the signs of a scam to avoid getting caught.
Beware scammers bearing lottery winnings and other gifts.
Scammers send letters, emails, texts, or social media posts claiming you have won a prize. The messages look genuine, but are they?
Beware fake online ads phishing for your money.
Please be aware that the latest scam targeting banks across Australia involves scammers posting fake adverts on search engines like Google that direct people to fake websites.
For more information on keeping your funds safe.
Frequently asked questions.
A scam is a way of tricking people into handing over money or personal details.
Scams are constantly changing as scammers take advantage of new technology, new products and services, and local events or crises.
Scammers are getting smarter, and anyone can be a victim of a scam.
Reporting a scam is an important step to help stop it. Plus it can prevent countless others falling victim too. Report a scam to Scamwatch.
If you have shared financial information or transferred money to a scammer - or if you suspect fraud on your account Please contact us immediatly
Fraud can take many forms and frequently remains unnoticed.
For example, credit card fraud can happen when a device illicitly captures your credit card information during a legitimate transaction. The issue may only come to light when your bank notifies you or when you spot unrecognized charges on your statement.
Phishing is a method cybercriminals use to trick you into giving them your personal information. They send fraudulent emails or text messages, frequently masquerading as reputable, well-known organizations. Their aim is often to obtain sensitive data such as online banking credentials, credit card information, or passwords.
It can be hard to spot scams and fraudulent activity. In a genuine Defece Bank call, SMS message or email, we will never ask you to:
- share sensitive banking details (like passwords, PINs, or one-time passcodes (for payment) in an email or SMS)
- click a link to log in to your account
- grant remote access to your computer, phone, tablet (or any other mobile device)
- transfer money to another account
Need to verify that you are speaking to a Defence Bank Employee? utilise our Verify Defence Bank service.
You can send a secure message to Defence Bank by logging into the Defence Bank app or Online Banking then following these steps:
App.
- Log in to the Defence Bank app.
- Select ‘Contact us’ within the menu.
- Tap ‘Secure Messaging’.
- Select the message icon at the bottom right of screen, select the address from the first drop down menu, type a subject, message and add an attachment if required, then when ready, select 'Send message'.
Online Banking.
- Log in to Online Banking.
- Tap on ‘Services’ from the top menu.
- Select ‘Secure Messaging’.
- Select the address from the first drop down menu, type a subject, message and add an attachment if required, then when ready, select 'Send message'.
You can cancel your credit or debit card through either Online Banking or the Defence Bank mobile app.
Online Banking.
Select Services > Card Management, then select the card you wish to report and follow the prompts.
Mobile app.
Select Manage Accounts > Manage Cards, then select the card you wish to report and follow the prompts.
You can then order a replacement card within the mobile app and be issued with a virtual card which you can add to your digital wallet and use immediately. This removes the stress and inconvenience of having to wait until a physical card arrives in the mail.
Alternatively, you can contact us and we can block your card and arrange a new one for you.
If you don’t recognise a transaction on your account, use our “Look Who’s Charging” feature.
- If you are in the mobile app simply tap the transaction you need further information about.
- If you are in Online Banking click on the red ellipsis (ie. '…').
- Look Who’s Charging will display extended transaction information including the exact address, trading or business name (which can be different to the merchant name), merchant contact details and for some transactions a map showing the location.
If you are still unsure the transaction, call us on 1800 033 139, visit your local branch, send us a Secure Message or use the Contact Us form for further assistance.
Warning: Please DO NOT send sensitive information such as login details and passwords over email.
You can click on the transaction within your online banking or through the app to get more information. This will often give you additional details, such as contact numbers or email addresses to get in touch directly with the merchant.
If you’re still unsure, we can always look into it for you - call our Contact Centre or visit us in-branch. Outside of business hours, you can send us a Secure Message to get on top of it as quickly as possible.
It is a six digit numerical code received by SMS or email enabling the member to securely authorise transactions such as making external transfers by BPAY or OSKO, changes to contact details, secure messages or registering a PayID.
Remember, we will never ask for your PIN or password by phone or email. STOP. HANG UP. CALL US BACK to check. It's a SCAM.
Contact us.
Here for you on 1800 033 139.
We're available between Monday and Friday, 8am to 6pm (AEST/AEDT).
Visit a branch.
With the most on-base branches across Australia, we’re closer than you think.
Chat with us.
Use the icon in the corner of your screen between Monday and Friday, 8am to 6pm (AEST/AEDT).