Credit cards

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What is Visa Zero Liability?

With Visa's Zero Liability policy, you won’t be held responsible for fraudulent charges or unauthorised purchases made with your card or account information when you use the credit function*. This means you can use your card to shop with total confidence, as you will be protected against unauthorised use.

Review your monthly account statement and report fraudulent charges
Take the time to look at your monthly Visa statement, and let us know if anything appears incorrect so we can take action as quickly as possible.

Get quick resolution on your Visa card
If your account is compromised, Queensland Country and Visa are committed to setting things right without further aggravation or inconvenience to you. Under Visa's cardholder protection policy, we will extend provisional credit for losses from unauthorised card use within 5 business days of notification of the loss.

Contact us on 1800 075 078 or your nearest branch for more information or to report fraudulent transactions.

* Visa's Zero Liability policy covers Australian and New Zealand-issued cards and does not apply to ATM transactions, transactions not processed by Visa or certain commercial card transactions. Cardholders should notify their issuer promptly of any unauthorised Visa use. Please consult your issuer for additional details.

Information sourced from Visa Australia.

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What happens if my card has been used fraudulently?

A credit card or debit card may be flagged as “compromised”, if any suspicious or out of the ordinary transactions are identified on your account by our fraud management service, Orion.

We partner with ORION to ensure the security of your card is maintained 24/7. Orion is a renowned fraud management service who monitors activity on your card, scanning for any transactions that may be suspicious. If they come across anything out of the ordinary, they alert us immediately so that we can get in touch with you.

As soon as we receive any alerts, we contact our Customers to notify them of what has happened and what needs to be done to make sure their accounts stay secure. The card monitoring service is also in liaison with the appropriate authorities to alert them on the matters.

When the possible compromise is considered to be a HIGH risk alert (where an unknown third party may have access to your card details), we cancel your card, effective immediately.

Your local branch are notified straight away if this happens and will get into contact with you by phone, as soon as they can, to avoid any inconvenience. This also provides you with an opportunity to arrange a replacement card straight away at no cost. That is why it is important to keep your contact details up to date.

If you choose to replace your Visa, we encourage you to make sure you provide your new card details to any companies you have previously organised regular payment arrangements with - just to ensure bills/direct debits continue to be paid (e.g. insurance, pay TV, phone bill) and you don't suffer any defaults.

We also recommend to those affected by HIGH RISK alerts that they peruse their account and statement to verify transactions. If you detect any fraudulent activity in your statements, please contact your local branch to arrange a return of the funds.