Security - Keeping you and your money safe
Be alert to frauds and scams
Don’t click on links in unexpected messages, and if you get a suspicious call from someone claiming to be Health Professionals Bank, hang up and call us on 1800 472 265.
We will never ask you:
- To provide your credit or debit card number, your card expiry date, PIN or CVV.
- To move money to a ‘safe’ account or an account with another bank.
- To help us ‘catch’ cybercriminals or assist with internal investigations.
- To download remote access software or provide access to your device
How we're keeping you safe online
Multi-factor authorisation
For certain transactions or changes in Internet Banking, we’ll send a one‑time password (OTP) via SMS or to your security token. It’s an extra layer of protection to confirm it’s really you.
Confirmation of Payee
When you’re adding a new payee or editing their details, we’ll check the name, BSB and account number you’ve entered against the details held by the receiving bank. If something doesn’t match, we’ll let you know so you can double-check the details.
Transaction monitoring
We use machine learning and advanced 24/7 monitoring to spot unusual activity quickly – so we can act fast if something doesn’t match how you normally transact.
Card controls
Take control of your card in the Mobile App. Turn features on or off in seconds – including digital wallet, online transactions and ATM withdrawals – so your card works the way you want it to.
Interactive SMS
When you perform some tasks in Internet Banking, like adding a new payee or updating your details, we’ll send an SMS asking you to confirm the action. It’s a quick way to help stop fraud.
Automatic time-outs
If you forget to log out, we’ll automatically end your session to help keep your details secure.
Transfer limits
We limit the amount you can transfer each day. This helps reduce losses if your accounts are compromised. You can control your transfer limit in Internet Banking whenever you need.
Biometric verification
We use secure biometric verification to confirm it’s really you – helping protect and prevent unauthorised access to your accounts.
We are part of the Scam-Safe Accord
As part of the Customer Owned Banking Association (COBA), we’ve joined a united, industry‑wide effort to help stop scams and keep customers safer.
Here’s what that means for you:
- Industry‑wide Confirmation of Payee to reduce misdirected payments.
- Stronger verification to prevent misuse of bank accounts.
- Clearer warnings and, where needed, short payment delays to help stop scams before they happen.
- Use of biometrics to verify account holders to prevent misuse of identification leading to a safer financial system.
- Banks are expanding real time intelligence sharing to track, freeze and return stolen funds faster.
- Australian Banking Association (ABA) and COBA member banks are connecting to national platforms to share scam intel quickly and help prevent future losses.
- To protect customers, payments to high-risk channels – including some cryptocurrency platforms – may be restricted.
- Every bank within the accord is implementing a dedicated anti-scams initiatives to strengthen detection and response.
Ways to keep yourself safe
Protect your accounts
- your VISA card has been used without your permission
- you suspect someone else knows your PIN,
- you notice suspicious account activity
Call us: 1800 472 265 (8am-7pm weekdays, 9am-3pm Saturday)
From overseas: +61 2 9735 9151 or contact Visa Global Customer Assistance.
After hours, (Fraud Bureau Service) 1300 705 750 or contact Visa Global Customer Assistance.
- Log in to Internet Banking.
- Select Forgot your Password? under the Log in button.
- Enter your details and follow the prompts press Next.
- Press Get SMS to receive a one‑time password. This will be automatically sent to your registered mobile number.
- Enter the one-time password and press Next.
- Create and confirm your new Password.
- Press Save.
Tip: Always log off when you’re done.
Use the mobile app to place a temporary lock on your card.
- Tap the card icon at the bottom of the screen. The Lock card message will appear in the middle of the screen.
- Swipe right to lock it and swipe left to unlock it.
If you think someone may have your card or account details, call us immediately on 1800 472 265 or our Fraud Bureau Service on 1300 705 750.
- Select the Cards icon or Manage cards in the menu
- Tap Need help with your card?
- Choose Damaged, Stolen or Lost
Or contact us on 1800 472 265 or +61 2 9735 9151 from overseas.
For Visa cards, visit Visa Global Customer Assistance.
Make sure your postal address is up to date in the My Details so we can send you your new card.
- Select the Cards icon or Manage cards in the menu
- Tap Change PIN
- Enter and confirm your new PIN
- Select Continue
If you need further assistance, please contact us.
Report a Suspicious message
If you receive a suspicious email, SMS or phone call claiming to be from us, let us know immediately. The sooner we know, the sooner we can protect you and warn others.
After reporting it, delete the message. Don’t reply, click on any links or share any account or personal details.
When we may contact you
Service-related SMS messages
We may send you service related SMS reminders – for example, an upcoming payment, a card renewal, or a potential fraud alert.
A genuine message from us will never ask you to provide or confirm your card number, account number, Internet Banking password or PIN.
Sometimes we may reach out to confirm your details.
We may also contact you to confirm details of your account or identity. Accurate and up-to-date information helps us keep your account protected and active, and to meet our regulatory Know Your Customer (KYC) obligations, helping to build a safer financial system.