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Key fraud prevention and security measures

Customer account safety is our number one priority and we continue to enhance our security systems by constantly looking to make improvements to our programs.

Read this page for some our key fraud prevention.

General Banking

Misplaced your card: Introducing Australian Unity’s new block card feature

If you’ve lost your card, you can block it temporarily via the app while you look for it. When you find it, you can unblock it just as easily.

To use this feature log into your Australian Unity internet banking app, select the card you want to temporarily block by scrolling and tapping the desired card, then use the toggle to block (red) or unblock (green).

Note: Direct debit, recurring and scheduled payments associated with account linked to a card will still be processed successfully if a temporary block is placed on the card. All other transactions will be declined. The temporary block will remain until modified by the user via the app or by a customer service operator.

Electronic Banking Security

Customers are encouraged to be aware of any fraudulent activities targeting financial institutions. This activity can often take the form of bogus emails and telephone calls, purporting to come from your financial institution, and asking for personal account details. These are communications designed to enable fraudulent activity on your bank accounts and as such you should not provide any personal account details. Australian Unity will never ask you to provide sensitive information such as passwords or log ins.

Passcode security

Pass code means a password or code that you must keep secret, as it is usually required to perform a transaction. A pass code may consist of numbers, letters, a combination of both, or a phrase. Examples include:

  • personal identification number (PIN),
  • internet banking password,
  • telephone banking password, and
  • code generated by a security token.

A pass code does not include a number printed on a device (e.g. a security number printed on a credit or debit card).

You must not voluntarily disclose one or more of your pass codes to anyone, including a family member or friend. You must not write or record your pass code(s) on a device, or keep a record of the pass code(s) on anything carried with a device, unless you make a reasonable attempt to protect the security of the pass code(s). For example, do not write your pin number for your debit/credit card/s down and keep in your wallet with your debit/credit card. If you were to lose your wallet, or if your wallet were stolen, you may be liable for any unauthorised transactions that may occur.

Reasonable attempts to protect the security of a pass code record include:

  • hiding or disguising the pass code in an obscure place,
  • keeping a record of the pass code record in a securely locked drawer or safe, or
  • preventing unauthorised access to pass codes stored electronically.

You must not act with extreme carelessness in failing to protect the security of your pass codes. An example of extreme carelessness is storing your customer number and pass code for internet banking in a diary, phone or computer that is not password protected under the heading ‘Internet banking codes’.

You must not select a pass code that represents your birth date, or a pass code that is a recognisable part of your name. The consequences of doing so may mean that you are liable for any unauthorised transactions that may occur, as this information can be easily obtained.

ALWAYS access the telephone banking or internet banking service only using the OFFICIAL phone number and website address listed on Australian Unity’s website.

ALWAYS REJECT any request to provide or to confirm details of your pass code(s). We will NEVER ask you to provide us with these details.

If you believe there is a risk your passcode/s have been captured by another person (accidentally or deliberately), make sure you change the affected password/s immediately. Always give priority to changing the passcode/s for those accounts which are most important and valuable. Contact Australian Unity immediately if you believe there is a risk to your account/s as a result of your passcode/s being captured.

Liability for losses resulting from unauthorised transactions will be determined by the ePayments Code, rather than Australian Unity’s Terms of Use.


Telecode is an additional way of indentifying you so that you can perform certain banking functions over the phone. Through the establishment of a verbal password, customers can be verified and able to speak with one of our Customer Services Consultants during business hours.

To request a Telecode authorisation, call Australian Unity on 1300 790 740 or download the Telecode Application form, complete and return to us.

Without a Telecode your access may be restricted to making general enquiries to protect your privacy. 

Your Telecode will be separate from any other "Access Code" or "Passwords". Please note that your Telecode is similar to a PIN and as such, should not be disclosed to anyone. Avoid nominating obvious words or number sequences e.g. Names, Birthdays, Postcodes.

SMS One Time Passwords (SMS OTP)

Australian Unity uses SMS OTP as an extra validation point for functions within internet banking. An SMS OTP is a randomly generated 6 digit password, valid for one session or transaction and delivered via text message to a registered mobile phone.

Australian Unity recommends customers register and use SMS OTP as an additional layer of security for internet banking payments. 

In addition, registering for SMS OTP will allow you to transfer amounts up to $10,000 externally. Without SMS OTP, your external daily transfer limit is $1,250.

Learn more about SMS OTP

Card security

Tips to keep your cards secure

  • Monitor your quarterly statements, especially after an overseas trip.
  • Check all transactions, even the small ones, because criminals try "testing out" stolen accounts by buying inexpensive items rather than large ones.
  • Protect your cards as if they were cash - always keep them in a secure place.
  • Report lost and stolen cards immediately and arrange for a replacement card to be issued to you.
  • Do business with reputable merchants or vendors only.
  • Notify Australian Unity on 1300 790 740 if you detect anything unusual.
  • Ignore unsolicited emails or phone calls seeking your personal or account information. We will only contact you to confirm details we currently have.
  • Memorise your PIN (Personal Identification Number) - never write it down, and never leave a written copy with the card or in an easily identifiable location.

Verified By Visa

Verified by Visa is a service designed to ensure you are protected whilst shopping online with your Australian Unity Visa Card (debit as well as credit cards). All Australian Unity Visa cards (new and existing) are automatically registered for Verified by Visa.

As you make purchases online, Australian Unity  assesses the risk of the transaction based on a number of factors. In some instances, you may be asked to confirm some personal details, for example date of birth or address, so Australian Unity can be sure the card isn't being used without your permission.

Verified by Visa can be used in most browsers however if you are using Microsoft Internet Explorer you will need version 5.5 and above or Netscape Navigator 7.1 and above.

Each time you make an online purchase, Australian Unity assesses the risk level of the transaction to identify if certain activity may seem out of the ordinary, maybe because it is a high dollar value, or a retailer you have never purchased from before.

If Australian Unity is concerned a transaction may be fraudulent, we will prompt you to confirm your identity, and you will be requested to enter some personal details unique to your account with us. If the transaction is considered high risk, you may be requested to confirm several details before the transaction is approved.

This additional security benefit is provided to you free of charge.

Download Verified By Visa - Terms and Conditions


With fraud on the rise, Australian Unity is always looking at new ways to counter issues and threats to our Customers Visa cards. We have implemented a service that provides 24 hour monitoring of  cards 24 hours a day, 7 days a week, 365 days a year. This new service is known as ‘Vigil’ and is provided by our industry partners CUSCAL, within a new division created called the ‘Fraud Bureau Service’. Customers can now be even more confident in the fraud prevention services Australian Unity provides.

What does this mean for customers?

If there is suspicious activity on your VISA card you may receive a call from the Fraud Bureau Service (Vigil) on weekdays, weekends or even public holidays, to discuss any transactions or attempted transactions that could be fraudulent. You will be asked by Vigil to identify yourself as the account holder with some simple identity questions, then some questions regarding the suspicious transactions that may be occurring. Australian Unity will then take action to stop any fraudulent transactions.

The Vigil Team will provide a valuable resource in spearheading Australian Unity’s defence against fraud. If you have any questions about this service, please contact us.

When you are heading overseas, contact us to let us know. This will prevent VISA cancelling any payments they think might be 'suspicious'.

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