Electronic Banking Security Guidelines

• You must not disclose your PIN, secret code or password to anyone (this includes family members or friends) or expose yourself to them being obtained, such as allowing a family member or friend to see you enter a PIN or password into an ATM or on a computer.


• You must not select a PIN, secret code or password that represents your birth date or a recognisable part of your name. If you do select a PIN secret code or password, such as your name, a recognisable part of your name or your birth date, you may be liable for any losses that occur as a result of unauthorised use of the PIN, secret code or password before you notify us that the PIN, secret code or password has been misused or has become known to someone else. We will advise you of this at the time of providing you with an Access Facility in which you will need to select a PIN, secret code or password and make a record of this.


• You must not record the PIN, secret code or password with any Access Facility or keep a record of the PIN, secret code or password on anything that is kept with or near any Access Facility that may be lost or stolen simultaneously, unless reasonable steps have been taken to carefully disguise the PIN, secret code or password, such as by hiding or disguising them among other records, hiding or disguising them in places where they would not expect to be found, keeping them in securely locked containers, or preventing unauthorised use of electronically stored PINs, secret codes or passwords.


• You must not act with extreme carelessness in failing to protect the security of your PINs, secret codes or passwords. Extreme carelessness means a degree of carelessness that greatly exceeds what would normally be considered careless behaviour, such as keeping a record of your customer number and password to access Internet Banking in your wallet or purse where you have also written ‘customer number and Internet Banking password.’

Customer Telecode to Authorise Transactions and Account Information

When opening an Account, you may provide us with a Telecode that we may accept as proof of identity and your authority for us to carry out certain transactions verbally via telephone. The use of the Telecode is voluntary; however, without it we may not be able to identify you to assist in carrying out certain transactions on your behalf. The type of enquiries, transactions or account information requests in which we may accept your Telecode to establish the identification of the person we are communicating with is listed on our website.

• You must not disclose your Telecode to anyone other than an authorised employee of Australian Unity.


• If at any time another person knows your Telecode, you should immediately contact us to change it. If you do not cancel the Telecode, you may be liable for any unauthorised transactions made on your Account.


• You must never write down your Telecode without taking reasonable measures to disguise it. The Telecode may be a combination of words or letters and should not be one that would be recognisable by others to complete unauthorised transactions (e.g. children's names, pet's names, a nickname or date of birth).


• Where there is a loss as a result of fraud or negligence by our employees or agents, you will not be liable for that loss.

We provide an additional layer of protection to our customers using Internet Banking through SMS OTP. This means that once you register for this service, transactions can only be performed and completed if they are authenticated by an OTP.

The password is sent to your registered mobile phone number via SMS and each password is valid for approximately 5 minutes before your Internet Banking session times out. In order to receive your OTP, you must register a valid Australian mobile number with us. It is your responsibility to inform us of any changes to your nominated mobile number for OTP notifications. You can register for an OTP by logging into Internet Banking and selecting the ‘Features’ menu option. Alternatively, you can contact us. Your OTP must never be given to another person. If you give your OTP to another person you may be liable for any losses that occur as a result of unauthorised use of the OTP.