At MyState we are committed to the security of your finances - now and in the future. We understand that peace of mind is very important when using cards for purchases and cash withdrawals.

Guidelines on card security – how to protect yourself

To guard against unauthorised electronic transactions via the use of access cards, such as Visa Debit or rediCARD PLUS and a PIN, we suggest that you follow these security guidelines:

Sign your access card as soon as you receive it
Keep your cards in a safe place
If you change the PIN or access code you must NOT select a PIN or code which represents your birth date or a recognisable part of your name, your customer or account number, telephone number, or an obvious combination of letters and numbers which can be easily guessed by someone else
Never write your PIN on the access card, and never keep your PIN or access code in obvious places such as your wallet or handbag, near your telephone, or on your computer terminal
Never lend your access cards to anybody
Never tell or show your PIN or access codes to another person. If you suspect someone else knows your access details you MUST contact MyState immediately
Use your hand or purse to cover the keypad when entering your PIN or access code
Be aware of attempts to distract you, such as standing too close as you enter your PIN or access code
Keep an eye out for signs of tampering on the ATM/EFTPOS machine. This includes glue residue, exposed wires, double-sided tape remnants, and unusual scratches. If there is any sign of these, do not swipe your card and report your suspicions to MyState immediately
Choose ATMs which are in well-lit, public or highly populated areas
Remove the cash quickly from the ATM and secure it out of public view as soon as practicable
Be sure to remove your card from the ATM after conducting a transaction
Immediately report the loss, theft or unauthorised use of your access card to MyState on 138 001 or other relevant body (such as the VISA CARD/REDICARD HOTLINE – Australia wide toll free 1800 224 004 or from overseas +61 2 9959 7480)
Keep a record of your access card number and the contact telephone number for your area with your usual list of emergency telephone numbers
Never let your access card leave your sight when paying for goods and services, particularly when travelling overseas - always swipe your card yourself
If a transaction is rejected, make sure you get a receipt before another attempt to process it is made
Close your internet browser after logging out of your secure account, particularly if using public Internet access
Notify MyState Financial immediately if you change your address or contact details.
If you are using your credit card to make online purchases, ensure the website is secure and keep a record of every transaction.
Keep all purchase receipts and check them against your statement each month. Report any discrepancies to your credit provider immediately.
If you choose to cancel your credit card be sure to cut your card up and dispose of it safely to prevent misuse.

Further Information on the guidelines

Following the guidelines does not mean that you cannot be liable for unauthorised transactions. Depending on the circumstances, you could be held liable for unauthorised transactions. For example, if you unreasonably delay advising MyState Financial after you become aware of the unauthorised transactions, or if you have contributed to the loss by your actions.

The guidelines will NOT determine your liability for losses resulting from unauthorised transactions. Liability for such transactions is determined in accordance with the Conditions of Use applying to your access card, telephone or Internet services and the provisions of the EFT Code of Conduct. Information about the EFT Code of Conduct can be obtained from MyState Financial or via the ASIC Moneysmart website “Unauthorised transactions on your bank account”.

What is MyState Financial doing to assist?

Card fraud is on the rise in Australia and methods for conducting fraud are constantly evolving. In March 2011, MyState Financial implemented a new fraud monitoring system to provide earlier detection and prevention of Visa Debit Card and rediCARD fraud.

The new system involves monitoring card based activity to ensure legitimacy and flagging transactions that appear suspicious. Suspicious transactions include instances where a pattern of spending looks unusual or where a particular payment type has been previously flagged as a fraud risk.

Monitoring is undertaken 24 hours, seven days a week and includes all MyState Financial Visa Debit and rediCARD transactions. The 24hour service allows for the earliest possible detection of fraudulent activity. In some cases, the system will halt fraudulent or suspicious payments before they reach a customer’s account.

MyState Financial works in consultation with national fraud programs to receive up to date information on new types of card fraud encountered in Australia.

Customers will be called between the hours of 7am and 10pm seven days per week if fraudulent activity is suspected. If suspected fraud is detected outside these hours, the transactions or cards may be blocked until the customer can be contacted.

If unable to clarify the transactions directly with the customer, a message will be left for the customer stating the number the customer is to call and also a reference code so that they and their account can be identified. If a customer is not able to be contacted, an email or letter will be sent to the customer.

Important:

MyState Financial asks customers to advise when they are travelling overseas, their travel details, including departure/return dates and destinations so that we are aware that overseas transactions will show on their accounts.

Please Note: MyState Financial will never ask a customer for their card number as a means of identification, however they may be asked their customer number.

More Information

The following external websites offer additional information regarding electronic banking security:

SCAMwatch - SCAMwatch is a website run by the Australian Competition & Consumer Commission (ACCC). The aim of SCAMwatch is to provide information to consumers and small business about how to recognise, avoid and report scams.
Stay Smart Online – This Australian Government initiative provides information for Australian’s on the simple steps they can take to protect their personal and financial information online.
ASIC Moneysmart website – ASIC Enforces company and financial services laws to protect consumers, investors and creditors.
Australian Bankers' Association – General information about the banking industry and industry standards.

Any advice on this website does not take into account your personal objectives, financial situation or needs and you should consider whether it is appropriate for you. Please read our disclosure documentation before acquiring any product. Loan applications are subject to MyState's credit approval criteria. Terms and Conditions, Fees and Charges apply, and are subject to change.

© MyState Financial Limited (MyState) ABN 89 067 729 195 AFSL 240896 Australian Credit Licence Number 240896. A wholly owned subsidiary of MyState Limited ABN 26 133 623 962.
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