Security

Bank with confidence, knowing we’re working around the clock to help protect you, your identity and your money

Peace of mind when you bank, shop and transact online

Shop and transact online with confidence knowing that we’re committed to protecting you and your money from fraud, scams and identity theft. Here are some of the ways we keep you safe when you use our online services, Mobile App, cards or digital wallets.

A tick within a shield; representing the promise we make to protect your money and information.

Firefighters Mutual Bank Security Promise

Our commitment to you

Our Security Promise is your guarantee we are working around the clock to protect you, your identity and your money. This includes repaying money lost to fraud so long as you’ve complied with our terms and conditions and haven’t contributed to the loss.

  • How we keep you safe online

  • First time payments in Internet Banking

    When you make a first-time payment to a new payee within Internet Banking, our technology searches the account details entered against available payment data to check if the account details look right. For example: If an account name has not been used for a particular BSB and account number, we’ll prompt you to take further steps to ensure you’re paying the intended recipient. 

    The types of prompts you may receive for first-time payments

    1. Account match

    The account name seems to match the account

    2. Account no match

    The account name doesn’t seem to match the account

    3. Weak match

    There’s a different name more commonly used for this account

    4. Not enough information

    We haven’t seen enough payments to indicate if the account details look right

    5. No account

    BSB and account number not found

    Each prompt will provide an explanation on what steps you should take if things don’t look right. 

    If an account name does not match an account, it may be a sign of a potential scam. It’s important you verbally check the correct account details to avoid mistaken or scam payment, as we can only check the information provided against available payment data.

  • Advanced monitoring

  • One Time Passwords

  • Daily transaction limit

  • Browser security checks

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 800 225 (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 9225 (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.

    Contact us

  • 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 800 225 (in Australia) or +61 2 9735 9225 (from overseas).

     

     

     

    Learn about avoiding fraud and scams

  • 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.

    Report a suspicious message

More information to keep you and your money safe

A woman wearing overalls and a blue t-shirt sits at a wooden table using a laptop and smiling. Shelves and an armchair are visible in the background.

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 close up image of a serious-looking woman using a tablet device while sitting in a chair. The background is dark.

Stay safe from fraud and scams

Learn more about the tricks fraudsters use, how we protect you against them, and what you can do to stay safe.

Learn more

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