Security

Bank with confidence, knowing we’re protecting you, your identity and your money around the clock.

Staying safe from fraud and scams

We’re always on the lookout for dubious websites and scams that may be targeting our Members. We also work with banks and authorities locally and globally to help detect and take down phishing sites and scam artists as quickly as possible. You can help by taking a few simple steps to keep yourself safe online. Learn about the available tools and strategies through our security tips.

How to stay safe

  • Never click on a hyperlink in an email or text to log in to Internet Banking or share your financial details. Always start by typing hpbank.com.au into your browser when you log in.
  • Never tell anyone your banking access code, PIN or one-time passwords, including us.
  • Never give anyone access to your computer remotely – especially if they’ve contacted you unexpectedly.
  • Never reply to an email or SMS asking for personal information. Don’t click on unverified or suspicious links in unsolicited emails or text messages. Go to the organisation’s website or contact them directly if you want to check a message is real.
  • Check online sellers carefully, especially if they’ve only been around for a short time. Beware of sellers who ask for an unusual payment method, such as a direct funds transfer, money order, pre-loaded card, or wire transfer. 
  • Beware of investments offering very high returns, along with high-pressure sellers. Check they have an Australian financial services licence (AFSL) and contact the organisation directly to make sure your contact is really who they say they are.
  • Beware of new friends or romantic partners who seem to develop strong feelings fast, then ask for money or gifts.
  • Regularly check this page for updates and visit scamwatch.gov.au to learn about the latest scams.

Service-related SMS messages

You may receive service-related SMS messages from us reminding you when a payment is due, your fixed term on your Home Loan is expiring, your Visa Debit or Credit Card is due for renewal or alerting you to fraudulent activity on your account. 

It’s important to remember that a legitimate SMS from us will never ask you to provide or confirm personal information such as your credit card number, account number, Internet Banking Access Code and/or PIN.  

If you receive a service-related SMS from us, there’s no need to be concerned in any way. It’s just another way that we’re helping our Members. 

 

Worried someone’s trying to scam you?

It’s good to be careful. Hang up on suspicious calls and don’t click links, open attachments or answer messages with personal information. If you think someone’s pretending to be from an organisation to gain your trust, contact that organisation to let them know.

Report a scam to Health Professionals Bank

Need to report a suspicious transaction?

Have you spotted a suspicious transaction on your account? Don’t worry – we’re here to help.

What you should do

  1. Start by checking the transaction wasn’t made by another family member, or someone else authorised to use the account. 
  2. If it still looks suspicious, get in touch straight away:

Credit card transactions:

Contact us or use the Mobile Banking App to report your card, so we can prevent any further transactions. Then complete and send us a Disputed Card Transaction form.

ATM transactions:

Email [email protected]

Other transactions: call 1800 472 265 (8am to 7pm week days, 9am to 3pm Saturday) or our Fraud Bureau Service on 1300 705 750 (after hours).

What to do if you disagree with a charge?

  1. If you think you’ve been charged incorrectly by a business, contact the business directly – most issues can be solved by the original business. 
  2. If this fails to solve the issue and you’ve been charged for items not received or received incorrectly,  please contact us by completing the Disputed Card Transaction form 

What we’ll do

  • If you report unauthorised transactions on your card, we'll place a stop on the card to prevent any further transactions to protect you, then send you a new one.
  • Within 21 Days of receiving a complaint, you will either be advised in writing of the results of the investigation or we will notify you that more time is required. The investigation will be completed within 45 days unless there are exceptional circumstances.

Where to find out more

Stay Smart Online

Handy tips for staying safe online.

Learn more at staysmartonline.gov.au

Scamwatch

Discover how to recognise, avoid and report scams.

Learn more at scamwatch.gov.au

MoneySmart

Tips for avoiding investment and financial scams.

Learn more at moneysmart.gov.au

ACCC

More information about your rights, and help with complaints, faulty products, and warranties from Australia’s consumer watchdog.

Learn more at accc.gov.au

Australian Cyber Security Centre (ACSC)

For advice and information about how to protect yourself and your business online and latest advice of major security incidents.

Learn more at cyber.gov.au

ASIC

For information about investment scams and for help with what to look for in verifying businesses.

Learn more at asic.gov.au

Contact us

  • Card gone missing?

    On the Mobile Banking App
    1. Tap Need help with your card?
    2.Tap one of the three options (damaged, stolen, lost)

    By phone
    In Australia: Call 1800 472 265 (8am to 7pm AET week days, 9am to 3pm AET Saturday) or our Fraud Bureau Service on 1300 705 750 (after hours).
    Overseas: call +61 2 9735 9151 (8am to 7pm AET week days, 9am to 3pm AET Saturday). For Visa cards, you can also contact Visa Global Customer Assistance

    We’ll cancel your card and send you a new one. You may need to pay a Replacement Fee.

  • Seen something suspicious on your account? Report it

    If you see a transaction you don’t recognise or spot any other suspicious activity, please call us on 1800 472 265 (in Australia) or +61 2 9735 9151 (from overseas).

     

     

     

  • Received a suspicious message? Let us know.

    If you receive a suspicious email, SMS or phone call claiming to be from us, please let us know immediately.

    The sooner we know, the faster we can deal with it and the faster we can let others know about it, to prevent them from falling victim.

    After you’ve reported, be sure to delete it – don’t reply, click on the hyperlink or share your Internet Banking or Mobile Banking App log in details.

More information to keep you and your money safe

A man holding a bank card sits on the living room floor with his partner leaning on his shoulder. Both are looking at a laptop in front of them. A French bulldog sits on a couch to their right.

Tips to protect yourself online

Discover how to safeguard yourself when you’re banking or shopping – and enjoy the speed and convenience of online services, with less risk.

Learn more

A woman is sitting on a couch using a mobile phone and holding a Health Professionals Bank Credit card. In the background is a window to the garden.

Card security

Your Health Professionals Bank card comes with built-in security protection and 24-hour transaction monitoring. You can help by keeping your card and PIN secure, at home and overseas.

Learn more