How we protect you

Keeping your money safe is our priority. Financial crime is an increasing risk and we are dedicated to continuous system and process improvement to protect our members from fraud.

To protect you, and as part of our commitment to member service excellence, we use technology and a team of internal and external fraud specialists to monitor transactions and identify risks 24 hours a day, 7 days a week.

Our internal Fraud and Member Service Teams, based here in the Hunter, may call members during business hours if any suspicious or unusual activity is detected on your account.

Our external fraud team are based in Queensland and may contact members outside of business hours - at night, on weekends or public holidays – and only if suspicious payment transaction activity is detected on an account.

This contact may be via a phone call, SMS or email.

It’s important for members to remember:

  • Our fraud team will never ask for your full card number or account details.
  • Our fraud team will never ask you to perform a transaction, they will only seek to confirm transactions that have already occurred on your account are authorised.

We are here to help our members and investing in enhanced protection of our members’ accounts is one more way we help you.

If members would like further information about our fraud protection service, or would like to report a fraud event or any unusual contact or account activity, please contact our Member Services Team on 1300 688 825 or visit one of our branches.

Security & Fraud articles

We take the protection and security of your information, transaction data and privacy seriously. 

Medibank Cyber Incident

We advise members who are affected by the Medibank cyber incident to be aware of any suspicious texts or emails.

Optus Data Breach Incident

The Mutual Bank is here to help its members who are concerned they may have been affected by the Optus data breach.

Scams Awareness Week

Scams Awareness Week is an annual campaign hosted by the ACCC and the Scams Awareness Network.

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