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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 and fraud support

Be scam aware

Protecting your personal and financial information is vital and we encourage all members to:

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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Any advice or information on this site does not take into account your personal objectives, financial situation, or needs and you should consider whether it is appropriate for you. Please review our Product Disclosure Statement, Target Market Determinations, Terms and Conditions, Financial Services Guide, and Credit Guide before deciding to acquire a product.

Information is current as at date of appearance and is subject to change. Eligibility and lending criteria, conditions, fees, and charges apply to all loans. Interest rates, fees, and charges may change without notice. Maitland Mutual Limited trading as The Mutual Bank ABN 94 087 651 983 AFSL/Australian credit licence 238139.

The Mutual Bank acknowledges the Traditional Custodians of Country across Australia and recognises their continuing connection to lands, waters and communities. We pay our respects to Aboriginal and Torres Strait Islander cultures and to Elders past and present.