Managing your account Talk to us Phone us Email us Breadcrumbs Health Professionals Bank Accounts Managing your account Ways to bank with us Avoiding and minimising fees BPAY Switch your account to us Cheque clearence FAQs Visa Debit card FAQs Visa Easy Payment Service FAQs Visa payWave FAQs Ways to bank with us Visa Debit card A Visa Debit card is a great way to access your own funds in your transaction account. You can use it anywhere in Australia and worldwide where Visa is accepted. It even has built in chip card technology for additional security. A daily withdrawal limit of up to $1,000 applies to cash withdrawals, EFTPOS and Bank@Post. You need to be over 13 years of age to apply for a Visa Debit card. Find out more about transaction accounts Telephone banking All your phone banking needs are just a phone call away, at any time of the day, whether you want to check your account balances, pay a bill, activate your card, or redraw from your loan in advance. To use telephone banking: Call 1800 472 265 Select Option 1 Then key in your member number followed by a hash (#) Then key in your telephone access code followed by a hash (#). Your account balances will be automatically advised. For further enquiries follow the options below. Telephone banking enquiries: Press 1 - Savings, term deposit enquiries and all card activities, including card activation. Then press: (1) For savings account balances (2) For the last five transactions (3) To activate a Visa card (4) For personal cheques presented (5) For term deposit balances. Press 2 - Transfers and payments, including BPAY®, loan redraw and transfers between accounts. Then press: (1) To use BPAY® (2) For loan redraws (3) To transfer funds between accounts, then press: 1. To transfer funds between your own accounts 2. To transfer funds to another pre-registered member's account (4) For electronic deposits. Press 3 - Loan enquiries. Then press: (1) For loan balances (2) For loan redraws (You must be pre-registered for a loan redraw facility to use this function.) (3) For loan repayments and to find out how long it will take to pay out a loan. Press 4 - All other member services. Then press: (1) To change your telephone access code. Press 5 - Access another membership number. Main menu options In the main menu options 1–5 you can: Press 9 at any time to speak to a member service officer or (after hours) to leave a message Press 0 at any time to return to the main menu or if you have finished, simply hang up. Save time Once you become familiar with phone banking you can key ahead immediately after you have entered your access code and a hash (#). To confirm transactions, press 1. Ways to deposit There are convenient and simple ways to make deposits into your account. Bank@Post™ Bank@Post™ is an easy and secure banking service available at over 3,200 Australia Post offices around the country. It’s a great option for members who can’t make it into our offices. With the Bank@Post service, using your Visa Debit card or rediCARD, you can: deposit cash deposit cheques (cheque clearance times apply) make withdrawals (fee applies). National Australia Bank (NAB) We have a special arrangement with National Australia Bank where you can: cash a Health Professionals Bank cheque for up to $200 a day (fee applies) deposit cheques and cash into your S1 account using a special deposit slip obtain a bank cheque (fee applies). Draw a cheque with NAB SMS banking If you want your account balance immediately you can send us an SMS and we will reply with your balance. It’s that easy. To get started, you need to register – you can do this within internet banking under 'Self Service' then 'SMS Balance' or by completing an Phone banking services request. Once registered you simply text the word ‘BAL’ to 0417 13 12 21 and a free text message will be sent to your mobile. To request balances for any of your other accounts simply add the account type as outlined below: ‘BAL (space) S2’ ‘BAL (space) I10’ ‘BAL (space) L22’ Bank cheques Get a cheque at our branches: Bank cheques are available immediately over the counter at our branches or they can be mailed to you. Order a cheque via mail: To order a bank cheque to be mailed to you, please complete and send us a bank cheque application. Can't wait? If you need a cheque urgently, order a National Australia Bank (NAB) bank cheque through us and collect it at a NAB branch near you. NAB bank cheques must be ordered through us. To compare the cost of Health Professionals Bank and NAB cheques, please view our costs and fees. To request a NAB bank cheque, complete an application. Avoiding and minimising fees Avoiding and minimising fees Use ATMs that offer free withdrawals There are now thousands of ATMs across Australia that offer free access to your account. Check the screen carefully when using a machine to see if you will be charged a fee or not before proceeding with your withdrawal. Reduce other ATM usage The easiest way to avoid ATM fees is to use only ATMs that don't charge. If you must use another ATM to withdraw cash think about how much you might need for the next couple of days rather than just for today - withdrawing larger amounts less often will help reduce fees. Get cash out when you shop When you are shopping, withdraw cash at the same time as this avoids the need to get cash out at an ATM. You have unlimited EFTPOS transactions so make the most of them. Cashless shopping There are many ways you can pay for things that don’t involve cash. Think about using EFTPOS at the point of purchase with your Visa Debit card or rediCARD (for members aged under 18 years of age). Pay bills electronically Pay all of your bills electronically. Use our free internet and phone banking services to set up regular direct debits and BPAY. Use SMS banking for balance enquiries For the cost of an SMS you can get your balance at any time anywhere. Simply SMS the word ‘BAL’ to 0417 13 12 21 and a text message will be sent to your mobile phone with the balance of your Everyday Direct Account. To request balances for any of your other accounts simply add the account type using the example below: ‘BAL (space) S25’ ‘BAL (space) I10’ ‘BAL (space) L22’ Use internet and phone banking Our internet and phone banking services are free. Use them to transfer money, pay bills via BPAY, check your balances – plus much more. Find out more about online banking BPAY BPAY® is a convenient bill paying service available using phone and internet banking. Find out what bills you can pay with BPAY What are the benefits of using BPAY®? Pay all your bills with one phone call or internet banking log in. Pay your bills any time, day or night. Schedule payment dates to suit you. Never wait in queues to pay your bills. Once you pay a bill, you can save the details, making it easy for you to pay the same bill next time. Start using BPAY® You do not need to register to use BPAY®, all you need is your BPAY® Biller Code and Reference number (both can be found near the BPAY® logo on your bills). To get started, log into internet banking and go to BPAY. Managing your bills with BPAY View™ Have you ever lost a bill? Perhaps you’ve missed a payment. Why not register for BPAY View™. This allows you to receive and manage your bills online. BPAY View™ is a rewarding service that takes BPAY® to the next level, allowing your bills and statements to be viewed and paid from within internet banking. Say goodbye to paper bills! What is BPAYs iCRN? BPAY’s Intelligent Customer Reference Number (iCRN) functionality enables organisations to only accept payments that are payable by a certain due date or for a fixed amount or both (i.e. Insurance, licences, fines). This applies to Billers who are identified as iCRN Billers where bill payments are required by a certain due date or for a fixed amount or both (i.e. Insurance, licences, fines). iCRN billers identify themselves in the BPay section of your bill. Why do we need iCRN? The iCRN functionality reduces the risk of errors or penalties and can eliminate scenarios where you think that you have paid for a product or service but find out later that the payment is not valid due to paying an incorrect amount or making the payment after the due date (e.g. purchasing or renewing insurance policies). Some organisations have a legal or compliance requirement to receive payment by a certain date or for a certain amount and iCRN reduces the risk associated with these payment collections. If you require any further information about your particular payment requirements, please contact your Biller directly. Variable biller numbers - change effective 15 January 2012 Some billers use different Customer Reference Number (vCRN) for each bill or different types of bills. Please ensure you always use the customer reference number as shown on the individual bill you are paying. Also, please note that as of 15 January 2012, you cannot set up recurring scheduled payments with a biller who uses variable reference numbers (vCRN), this is to minimise risks associated with scheduling payments to an incorrect reference number. How do I make payments to billers using a vCRN? To continue making BPAY® payments to billers using a vCRN: cancel any existing recurring payments that have been set up previously using the vCRN enter these as one-off transactions going forward You will still be able to use your saved biller details, however the vCRN will need to be entered manually each time. Find out what bills you can pay with BPAY Switch your account to us Switch your account to us If the thought of switching banks gives you a headache, we’ve got great news. At Health Professionals Bank, switching is as easy as 1.2.3. 1. Set up your Health Professionals Bank accounts We have a selection of accounts designed to offer the flexibility you need to create a simple budgeting solution to help you shop, pay bills and save. You can open as many accounts as you want and, with no hidden fees and great rates, you’ll find just what you need. You can also open additional accounts within internet banking. Consider depositing your pay into your Teachers Mutual Bank account. Complete a Salary transfer form and give it to your income provider. Once the above is completed and your pay in coming into the bank, loan repayments direct from your pay are easy! You can have the whole or a portion of your income automatically split with your loan, transactional and/or savings accounts by completing this form and returning it to us. For assistance with this form, please contact us or contact your lending manager directly. 2. Transfer your regular debits and credits We can act on your behalf to transfer your regular payments such as direct debits (gym memberships or utility bills) and direct credits (salary or dividends) to your Health Professionals Bank account from another bank or financial institution. All you have to do is: Complete an authority form and we will contact your old bank for a list of your regular payments. We send you the regular payment list so you can decide which direct debits or credits you would like to move across. You provide authority that you’re happy for us to contact the relevant organisations to update your bank details; and we do the rest. Each organisation will notify you when your banking details have been updated. This may take up to 3 weeks. Return the forms to us by scanning your completed and signed forms and email them to email@example.com or mail to Reply paid 7501, Silverwater NSW 2128. 3. Close your old account Consider closing your accounts with your old bank or financial institution to avoid being charged any fees. We can help you do this too. Complete the Authority to close account. Don't forget that the regular payments list does not include ‘pay anyone’ (eg: monthly gardener), BPAY or recurring payments where you have supplied your debit or credit card number. You can identify these in internet banking by reviewing your personal payees or BPAY list. Then we can help you re-establish online. If you need help to switch to Health Professionals Bank, call 1800 472 265 8:00am to 7:00pm, weekdays. Cheque clearence FAQs Frequently asked questions - Cheque clearance What are the cheque clearance timeframes? The clearance times will vary, depending on the channel used: For cheques deposited at our office, the clearance timeframe is three (3) business days. For cheques deposited at NAB, the clearance timeframe is three (3) business days. For cheques deposited at Bank@Post, the clearance timeframe is seven (7) business days. Does the cheque clearance time apply for multiple cheque deposits? Yes, when multiple cheques are deposited above a certain limit, cheque clearance times will apply to the proceeds of the first cheque deposit that takes the cumulative cheque total over the threshold amount. Any cheque deposits made after the threshold amount on the same business day will also have clearance times applied. Do cheque clearance times apply to all accounts? Yes, cheque clearance times apply to cheques deposited in savings, investment and loan accounts. Do all types of cheques have clearance? Yes, all cheques are subject to a clearance timeframe. Why has cheque clearance times been introduced? We have introduced cheque clearance times in order to minimise the risk of fraudulent activity as well as to reduce the number of overdrawn accounts due to dishonour charges. This is also one of the ways we continually work to ensure the security of our members' assets, and ultimately to provide our members with strong and stable banking services. By reducing this risk, we are able to continue to provide products and services that make us more than a bank. What date did these changes take effect? The changes came into effect Monday, 25th July 2011. What days are classified as business days? Business days are from Monday to Friday (inclusive). Public holidays and weekends are not considered business days. Do cheque clearance times apply to cash deposited via a Health Professionals Bank office, NAB and Bank@Post? No, we do not apply a clearance time to cash deposits. Do cheque clearance times apply to combined cash and cheque deposits processed at a Health Professionals Bank office, NAB and Bank@Post? Cheque clearance will apply to the cheque components at Health Professionals Bank offices and Bank@Post only if the cheque amount is over the threshold amount. How should I deposit cash and cheques at NAB? We recommend using separate deposit slips for cash and cheques rather than a single deposit slip. This is because NAB will process it as a single deposit when only one slip is used. Visa Debit card FAQs Frequently asked questions - Visa Debit card What is a Visa Debit card? A Visa Debit card enables you to use your own money to make purchases online, overseas, over the phone and with a merchant wherever Visa is accepted. The same card also gives you access to Australian and international ATMs where the Visa PLUS logo is displayed. Who can apply for a Visa Debit card? You must be 13 years of age or older to apply for a Visa Debit card. How can I apply for a Visa Debit card? You can apply for a card by: • Calling 1800 800 225 • At any of our offices • Completing the Visa Debit card application. This form can be sent to us by post or fax. You will receive a Visa Debit card and a PIN number within 4-6 business days. How do I activate my Visa Debit card? You can activate your Visa Debit card in Internet Banking or Phone banking Phone banking is accessible by calling 1800 800 225 and is available 24/7. Internet banking is available via the login button above. Can I have an additional card/s? Yes. You can choose to have an additional card/s issued to family members or any other persons, providing they are over 13 years of age. The additional card/s operates in the same manner as your primary card and you will be responsible for their usage. Apply for an Additional Visa Debit card. Can I access telephone and internet banking services? Yes. Phone banking is accessible by calling 1800 800 225 and is available 24/7. Internet banking is available via the login button above. How is the Visa Debit card used to make purchases? When the Visa Debit card is used at an EFTPOS terminal, members have the option of either selecting the savings option which is great for withdrawing cash with your purchase, or selecting the credit option. The credit option will still access your own funds. Will my card be issued with the payWave functionality? Yes. Visa payWave is a new contactless method of payment. It is a simple, secure and quick payment method for transactions up to $100. The technology enables cardholders to ‘tap’ their card on a contactless POS terminal to make transactions up to $100, rather than ‘swiping or dipping’ their card into POS terminals. What is the difference between a Visa Debit card and a Visa credit card? A Visa Debit card allows you to pay for your purchases using your own money through the Visa network. A Visa credit card provides you with a ‘credit limit’ which can be utilised and repaid at a later date. Unlike the Visa credit card, the Visa Debit card does not have an overdraft facility (unless you apply for an overdraft) and there are no interest charges payable (unless you overdraw). Can EFTPOS still be used? Yes. To use EFTPOS, the Visa Debit card can be used, the savings option is selected and your PIN is keyed in when paying for purchases. Will I receive a PIN number with my Visa Debit card? Yes. For a new or additional card, the card will be sent to you in the mail after you receive your PIN. If you are replacing a damaged card or renewing an existing card, the PIN number will remain the same. Can I use my Visa Debit card overseas? Yes. The Visa Debit card is accepted at more than 24 million locations worldwide. You can also make withdrawals from ATMs where the Visa PLUS logo is displayed. This can help avoid carrying large portions of cash (withdrawal fees apply). Will I need a PIN number for overseas transactions? Yes. Whether you are using a magnetic stripe or chip card, we strongly recommend that you know your PIN before travelling overseas. If you do not know your PIN, please contact us on 1800 472 265. What if my card is lost or stolen? If your card is lost, stolen or you believe it may have been compromised, you must advise us immediately. Call 1800 472 265. Outside Australia, call +61 8 9389 1011. If you experience any difficulties with the above numbers, you can place a collect call through your local operator from overseas, to the 24/7 Visa Global Customer Assistance Service through the local operator on +1 303 967 1090. If my card is lost or damaged, will there be a card replacement fee? Yes. A card replacement fee is payable when a card is damaged, captured, lost or the PIN is forgotten. If you are overseas when your card is lost, stolen or damaged, you can contact Visa Global Customer Assistance to request an emergency card. The cost for this service is $150. When should I receive the replacement card and PIN number? A replacement card and a new PIN number (if applicable) will be mailed to you separately within 7 business days. My Visa Debit card will expire at the end of this month. How do I renew my card? You can continue to use your existing card until the last day of the month stated e.g. if the expiry date is 11/16 the card will expire on 30 November 2016. A renewal card will automatically be issued during the expiry month and your PIN number will remain the same. If you do not receive your new card by the 21st of the month in which your card expires, please call us on 1800 472 265. Will my card be embedded with a chip to give me greater protection from fraud? Yes all new, renewal and replacement Visa Debit cards are issued with chips in line with the global standards for card security. Can I make internet, phone or mail order purchases using my Visa Debit card? Yes. Visa Debit card gives you all the convenience of access to the worldwide Visa network, enabling you to make purchases online or over the phone, like booking tickets or paying a bill. To make internet, phone or mail orders it is as simple as quoting your card number and expiry date in addition to the CVV number (this is the three digit code located on the back of your card to the right of the signature panel), if requested. Can I set up recurring transactions? Yes. You can set up recurring transactions to other organisations like insurance or car repayments to be charged to your card. To set up a recurring transaction with other organisations, you must provide them with your 16 digit card number and expiry date, and advise the card type is Visa. As an additional security measure some organisations may require you to provide a CVV number (this is the three digit code located on the back of your card to the right of the signature panel). What is the daily limit on my Visa Debit card? The daily ATM withdrawal limit is $1,000 per card or $1,000 per card for EFTPOS. If pressing the credit option, your daily available limit is the balance of your Everyday or Everyday Direct account. What is Verified by Visa? Verified by Visa is a free service to ensure you are protected while shopping online with your card at participating merchants. All cards are automatically protected. Visa Easy Payment Service FAQs Frequently asked questions - Visa Easy Payment Service What is the Visa Easy Payment Service? The Visa Easy Payment Service has been designed to increase transaction speed and cardholder convenience by eliminating the need for cardholders to enter a PIN when making a Visa card transaction of $35 or less at participating merchants. Can I make use of the Visa Easy Payment Service with any Visa card? Yes, you can make use of the Visa Easy Payment Service with any Visa credit, Debit or prepaid card issued by any Australian or international financial institution. Can I choose not to use the Visa Easy Payment Service for purchases below $35? You are unable to choose as the Visa Easy Payment Service is chosen by the merchant. If a retailer has implemented the service, Visa Easy Payment Service will not prompt you for a PIN. If I don't have to sign or enter a PIN, how secure is it? The Visa Easy Payment Service is highly secure and similar to existing Visa card security measures. Each Visa Easy Payment Service is still electronically authorised by us at the time of purchase, hence subject to checking, which is the same case as a normal Visa card transaction. What if I lose my Visa card and somebody else uses it? If you lose your Visa card, we advise that you report it to us immediately. By doing so, you will be entitled to all Visa card protections as provided by Health Professionals Bank, including Zero Liability. Reporting a card lost or stolen will also enable us to cancel the card, hence limiting fraudulent transactions. What are the benefits of the Visa Easy Payment Service? The Visa Easy Payment Service makes card purchases even faster and easier by eliminating the need to enter a PIN when making a transaction of $35 or less at participating retailers. Will the retailer need to provide me with a receipt? The retailer will only need to provide a receipt upon your request, which again will increase the speed of the transaction. What is the difference between Visa payWave and the Visa Easy Payment Service? With payWave, you don't need to swipe or dip your card, and the transaction limit is up to $100. Visa payWave FAQs Frequently asked questions - Visa payWave What is Visa payWave? Visa payWave is a new contactless method of payment - the latest evolution in Visa payments. It is a simple, secure and quick payment method for transactions up to $100. The technology enables cardholders to ‘tap’ their card on a contactless POS terminal to make transactions up to $100, rather than ‘swiping or dipping’ their card into POS terminals. The cards have a tiny antenna embedded into the chip which securely transmits payment instructions to and from a specially adapted card terminal. payWave cards feature a distinctive contactless markand POS terminals for payWave cards will also feature a contactless symbol . What happens if I try to purchase goods over $100? For purchases exceeding $100 you can still use your Visa payWave-enabled card by entering your PIN to authorise the transaction or insert card and enter your PIN. Why have Health Professionals Bank introduced Visa payWave? We have introduced Visa payWave on our Visa Debit card so that our members can make quick and easy transactions. By introducing new and innovative products and features, we can ensure that our members have access to the latest features and benefits on their Visa Debit card. Visa Debit cards will be issued to our members when: Members renew their cards Members apply for a new card Members need a replacement card. How do I use my Visa payWave card? You can make payWave transactions by holding your card within 5cm of the secure contactless reader. Four green lights will appear. This takes no more than half a second. You can then remove your card and the transaction will be complete. You can choose to have a receipt, but this is optional. Your Visa payWave card still has all the regular features of a non-payWave card, so you can still ‘swipe or dip’ your card. Where can I use my Visa payWave card? You can use your Visa payWave-enabled card at any retailer displaying the contactless symbol at the point of sale in Australia and overseas. Some of the retailers who accept payWave functionality include Woolworths, Big W, Dick Smith, Dan Murphy, McDonald’s, Bunning’s Warehouse, JB Hi-Fi, IGA, ANZ Stadium and FoodWorks. What are the benefits of payWave? A Visa payWave-enabled card is a quicker and more convenient way to pay with the following benefits: It saves time on both sides of the counter, due to shorter transaction times and shorter queue times. It’s more convenient, as there is no need to worry about carrying around pockets of cash. The card doesn’t leave your hand at the checkout when making a contactless purchase. There is no need to enter a PIN for purchases to up $100. For purchases exceeding $100 you can still use your Visa payWave-enabled card by entering your PIN to authorise the transaction or insert card and enter your PIN. Can I still use my card the same way? You can still use your payWave card at ATM’s and make EFTPOS transactions by entering your PIN. payWave transaction limit is up to $100 per transaction, however you can still use your payWave card for any transaction over $100 by ‘swiping or dipping’ the card using PIN. When will payWave be effective? payWave functionality has been available since Monday, 4 July 2011 for Visa Debit cards. Are Visa payWave transactions the same as Easy Visa Payment Services (previously known as Visa Small Ticket transactions)? No, they are not the same. Visa Easy Payment Service allows merchants to accept Visa Debit cards and Credit Cards without requiring a PIN for transactions under $35. The Visa Easy Payment Service transaction is performed in the standard way by ‘swiping or dipping’ the card. The service is designed to increase transaction speed and cardholder convenience, whilst reducing cash handling and operating costs for merchants. The major differences between payWave and Visa Easy Payment Services are summarised in the below list: Visa payWave: Transaction limit is up to $100 Transaction is performed by tapping the card at contactless terminals No PIN or signature is required to authorise the transaction Visa’s Zero Liability Policy is available for members Members have a choice to either use payWave or make transactions by ‘swiping or dipping’ the card. Easy Visa Payment Services: Applies to transactions under $35 Transaction is performed by ‘swiping or dipping’ the card into the terminal No PIN is required to authorise the transaction Visa’s Zero Liability Policy is available for members Members do not choose the method of processing transaction as this is solely controlled by the merchant. Can I choose not to have a payWave card? The option to elect a non-payWave card is not available as all new and renewal cards will be automatically issued with payWave. However, you have the option to not use the payWave functionality. You can still choose to ‘swipe or dip’ your card using a PIN even if a payWave contactless terminal is available. Why do I not have a choice to select a payWave card or a non-payWave card? Unfortunately, the option to choose is not available for members. However, there are many benefits associated with using payWave card in terms of ease of payment and its convenience. You can still choose to use your card in the way you are most comfortable with – whether by payWave, PIN. All payWave Visa cards carry Visa’s Zero Liability Policy, which ensures that you are not responsible for unauthorised transactions in the rare instances they occur. If you suspect any unauthorised charges on your card, please call us immediately. Can I use my payWave card overseas? Yes, you can use your payWave card wherever the contactless symbol is displayed in Australia or overseas. The Visa payWave-enabled card can be used for traditional transactions at millions of locations worldwide wherever the Visa logo is displayed, including over the internet, telephone or via mail order. Can I use my payWave card at retailers that do not have Visa payWave terminals? Yes, you can still use your payWave card, as the card’s chip and magnetic stripe also allows the card to be used in the same way a traditional Visa card is used, by using a PIN. Do I need to select credit, savings, or cheque buttons when I make a transaction? No, you do not need to make any selection as Visa payWave transactions are automatically routed through the credit button. What is the difference between payWave and PayPass? payWave is the name of this technology for Visa cards, whereas PayPass is for MasterCard. Can PayPass terminals accept payWave card payment? Yes, you can use payWave cards on PayPass terminals. Is there any chance that payments may be taken twice from my account? No, Visa payWave terminals are designed to only make one transaction per card at a time. All Visa payWave terminals are tested and certified to confirm that a card is only read once, before the transaction is concluded. As a safeguard, each transaction must be complete or void before another one can take place. How do I know when a payment has been made? The transaction is confirmed by illumination of four green indicator lights and a display message confirming that the transaction has been successful. Is the transaction information secure? Yes, the transaction information is secure because Visa payWave platform is based on secure EMV chip technology which provides both data protection and transaction security via the use of keys and the latest encryption technology. Transactions are processed through the same, reliable payment network as magnetic strip and chip transactions. What features of a contactless card make it secure? The security features of Visa payWave enabled cards include: Ultra short read range – generally less than 4cm Your Visa payWave card has its own, unique, built-in, secret key, which is used to generate a unique code for every Visa payWave transaction Every Visa payWave transaction is authorised securely The power and global reach of the VisaNet system to help prevent fraudulent transactions In addition, cardholders remain in control of their cards during the entire transaction, further reducing the risk of fraud. Is this technology as secure as my current Visa card? Visa payWave-enabled cards are just as secure as your current Visa Debit card and carry the same multiple layers of security protection, including Zero Liability, which ensures members are not responsible for fraudulent or unauthorised transactions. The card never leaves your hands when making transactions, which reduces the risk of fraud. Can I get cash out with a Visa payWave transaction? No, but if you would like to get cash out, you can obtain cash via the ATM or EFTPOS network using the payWave card. What is Visa's Zero Liability Policy? This policy is Visa’s guarantee that Visa cardholders will not have to bear any liability for an unauthorised transaction, which includes transactions done through theft of the card or card fraud. How does Visa’s Zero Liability Policy work? You are protected by this policy when you do the following: When you select credit option and enter PIN When you make payWave transactions When you do online transactions When you conduct phone transactions When you make overseas and/or domestic transactions and select the credit option. Visa's Zero Liability policy covers Australian and New Zealand-issued cards and does not apply to ATM transactions, transactions not processed by Visa or certain commercial card transactions. Cardholders should notify their issuer promptly of any unauthorised Visa use. Please consult your issuer for additional details. You should review your monthly statement and report any fraudulent activity as soon as possible, as there is a reasonable time period as to when you can make a claim on fraudulent activity that has taken place. Can I request a payWave card prior to the renewal of my existing card? Yes, you can request a Visa Debit payWave card prior to the expiry of your existing card – however, a replacement card fee will apply. The same card number and PIN will be issued. You will be automatically issued with a Visa Debit payWave card in the case of a lost or stolen card, where you will be issued with a new card number and PIN. Can my identity be stolen through the chip in my hand? Only minimal account and information is stored on a Visa payWave card, which is no more than traditional magnetic stripe cards or contact chip cards. Health Professionals Bank Visa payWave cards do not transmit the cardholder name or other personal details such as address or contact details, hence such information cannot be accessed by unauthorised methods. Can a counterfeit card be created from intercepted contactless data? The card contains an embedded chip that uses advanced cryptographic security to generate a unique code for each and every transaction. So if a criminal attempts to use intercepted data to manufacture a counterfeit card, the bank that issued your card would be able to identify and prevent the transaction. Back to top.