If your card is lost or stolen you'll need to get in touch with us straight away. We can then cancel your card immediately. Once your card is cancelled, we'll need to order you a replacement card. To order your replacement card you'll need to call us or visit your local branch during business hours. It's important to note that we don't automatically replace your card without hearing from you, as we need to follow a few security checks and confirm your postal address.

If your card is lost or stolen within Australia

    • You can report your card as lost or stolen 24 hours a day, seven days a week, via Internet Banking (found under 'Services > Card management' in the top menu banner) or the Mobile Banking App (found under 'Card management' in the left-hand side menu). Once you've reported your card as lost or stolen you'll need to contact us via phone on 1800 075 078 or in person to your local branch during business hours to arrange a replacement card as we don't automatically send you a new one. Once your new card arrives within 10 working days you and any additional cardholders will need to activate it and establish a new PIN, this can also be done via Internet Banking or the Mobile Banking App.
    • You can report your card as lost or stolen by visiting your nearest branch during business hours. Your Personal Banking Consultant at the same time can confirm your postal address and order you a replacement card.
    • You can call our Contact Centre on 1800 075 078 to report your card as lost or stolen. Our Contact Centre at the same time can confirm your postal address and order you a replacement card.
      • Our Contact Centre are open from 8:00am - 6:00pm (Monday, Tuesday, Wednesday and Friday), 9:00am - 5:00pm (Thursday), and 8:30am - 12:30pm (Saturday)

If your card is lost or stolen outside our business hours

    • If your local branch and our Contact Centre are closed, the quickest way to report your card as lost or stolen is online via Internet Banking or the Mobile Banking App as mentioned above in our first dot point. But if you'd like to chat to someone our third party card and banking security service, who assists us with monitoring your cards transactions and status 24 hours, seven days a week, are available to assist. You can call them on 1800 621 199 or (02) 9959 7686.
      • Don't forget that you'll need to get in touch with us via phone on 1800 075 078 or in person to your local branch once we're open to arrange a replacement card as we don't automatically send you a new one.

If your card is lost or stolen when you're overseas

    • You'll need to call our third party card and banking security service who assists us with monitoring your card's transactions and status 24 hours a day, seven days a week. You can call them on +612 9959 7686.
    • It may not be possible to report your card as lost or stolen, particularly if you're not using your usual mobile phone number or cannot receive an SMS when outside of Australia, via Internet Banking or the Mobile Banking as you may be sent a Secure SMS Validation to confirm that it's you reporting your card as lost or stolen. Therefore you won't be able to complete this service online. Alternatively, you'll need to call our third party card and banking security service that assists us with monitoring your card's transactions and status. You can call them on +612 9959 7686.
    • If we need to arrange a replacement card while you're overseas you'll still need to call our Contact Centre on +61 7 4412 3526 during our business hours to arrange this for you.

We monitor your card 24 hours a day, seven days a week for suspicious activity

We care about your card/s security. We monitor your transactions to protect you against fraud on your account. If your card is used in an unexpected location, we may put a temporary block on access to your account until we can contact you to confirm the transaction is deliberate. Please follow the steps above if you think your card has been lost or stolen. To unblock your card, please call our Contact Centre on 1800 075 078 or visit your local branch during business hours.