Security and Fraud

Nexus Mutual employs a wide range of security measures to help protect your personal information and transactions. We've also put together some helpful hints on fraud and how you can best protect yourself, plus information on scams and latest alerts.

Online Security

Our website provides users with a range of security practices, plus further communication practices to safeguard your personal information.

Online security practices

Firewalls

Nexus Mutual's website and internet banking service has full firewall protection that conceals the architecture of the internal networks from the outside world including protection against attacks.

Encryption

Whenever you use our internet banking service your information is protected by banking industry standard SSL (Secure Socket Layer) encryption. You can identify whether the internet banking session is secure or encrypted when you see a padlock in the right corner of your browser window.

Automatic time-outs

For added protection, our internet banking banking system will automatically "log out" after 12 minutes if your banking session is inactive. This ensures that no-one else can access your personal information.

Incorrect password access lock

You will be locked out of internet banking after 3 incorrect attempts. This is to ensure that there is no unauthorised access to your account details. If your account becomes locked, it will then be necessary to contact us to request that your internet banking access be reinstated.

Last login time check

Our internet banking system also provides you with information on the date and time of your last session. This allows you to check the most recent session each time you use internet banking to ensure that nothing is out of the ordinary.

Email notification

As a further protection, you can select to receive email confirmations of actions you undertake through our internet banking service such as external transfer, bill payments and a change to your email address.

Security validation

Security validation is an additional security feature which requires the entry of a unique 6 digit code to complete a number of higher risk transactions.

Online communication practices

  • We will never ask for your internet banking login details or Visa card details via phone or email
  • We will never send you a link to internet banking via email
  • We will never request that your internet banking password be communicated to us in any form (not even our staff know your password)
  • We will always identify external links to third party websites; we will make these links explicit so that you can see what you are clicking on

Card Security

Nexus Mutual monitors members' Visa card transactions continuously – 24 hours a day, 7 days a week.

This service assists us to promptly detect any potentially fraudulent card transactions. Monitoring is conducted by Nexus Mutual's Fraud Bureau which will contact you if they detect unusual card transactions on your account. The Fraud Bureau analyst will identify themself and state that they are from the Nexus Mutual Fraud Department. As the account holder, you will be asked identity questions and then asked to verify any unusual card transactions that have occurred. You will not be asked other information such as your account balance, your Visa card number or about any transactions other than card transactions.

If you are contacted by the Fraud Bureau, the contact telephone number to respond to their transaction queries is 1300 705 750 (overseas +61 2 8299 9534).

Reporting suspect card transactions

If you suspect card transaction fraud or any other unusual transaction on your account, please contact:

During Business Hours

Nexus Mutual's Member Relations team:

Australia 1300 65 33 28
Overseas +61 3 9608 8301
Email melbourne@nexusmutual.com.au or sale@nexusmutual.com.au

After hours

The Fraud Bureau on:

Australia 1300 705 750
Overseas +61 2 8299 9534

Travelling overseas - let us know

It would assist Nexus Mutual's fraud monitoring, and reduce unnecessary calls to you about overseas transactions, if you let our team know your itinerary before you travel. We simply require country/countries and the dates you will be there. Please use the Overseas Travel Notification Form to provide your travel details, alternatively send us a secure email via internet banking or write to us. This information will be kept confidential and simply used to improve our fraud detection processes.

Improving your online security

By taking some simple precautions, you can increase your level of online security. While technology has made things easier, nothing will protect you against fraud if you are careless with personal information.

Listed below are areas you can focus on to keep your personal information secure:

Install a software security package

Security software is to protect you and your computer against know viruses, spyware, worms and trojans. The package should include anti-virus, anti-spyware and firewall.

Major antivirus software providers such as Norton, McPhee and Kaspersky offer free antivirus software trials. Visit the prospective providers website for more information.

Keep your security software up to date

You should check your computer security on a regular basis and download the latest security updates. To check for updates and patches you should visit the publisher's website, typically in their 'Download' section.

Update your internet browser

Use the latest version of your Internet browser: We use 128-bit technology in data encryption to protect your personal information. To take advantage of this feature you'll need to ensure you are using the latest version of your Internet browser.

Additional tips to improve online security

  • Disable the password auto completion function on Internet Explorer
  • When using internet banking look for the 'closed padlock' symbol (click on the padlock to view the server security certificate details)
  • Only log in to internet banking via Nexus Mutual's website (never access it from a link in an email)

Improving your card security

Here are some simple actions which can help with card security.

Making a purchase

  • Keep your card in sight at all times during the transaction process
  • Ensure the transaction is accurate before authorising the purchase
  • If possible, process the transaction yourself using Visa payWave or EFTPOS terminals provided instead of giving your card to the staff member to process
  • Look around to ensure nobody is standing too close to you before you enter your PIN
  • Secure your card and cash before walking away from an ATM or EFTPOS terminal

Everyday care

  • Keep your cards in a safe place, as you would with cash
  • Get into the habit of checking that your cards are present when using your handbag or wallet
  • Never leave your cards unattended at work or in your vehicle
  • Never divulge your Personal Identification Number (PIN) or lend your cards to another person (including family members)
  • Only use your cards over the telephone when dealing with a reputable company and when you have initiated the call
  • Retain all transaction slips and check them against your monthly statement
  • Record the card numbers and the Hotline telephone numbers for reporting lost or stolen cards in a convenient but separate location from the card

Received a new card?

  • Sign your new or replacement card as soon as you receive it
  • Call Nexus Mutual if you do not receive your renewal card two weeks before the end of the expiry month of your current card
  • Memorise your PIN if possible
  • Never write the PIN on or near the card or leave the PIN advice with the card
  • Destroy expired cards

Preventing Identity Theft

The crime of identity theft occurs when someone, without your knowledge, acquires a piece of your personal information and uses it to commit fraud.

Here are a few ways you can keep your identity safe:

  • Use a shredder to dispose of bills or any document containing personal details, including account numbers
  • Sign up to eStatements, which can be viewed and downloaded via internet banking
  • Make sure you lock your letterbo as mail left unattended in an unsecured letterbox provides an easy opportunity for theft
  • When travelling, arrange for mail to be held at your local post office or have a trusted friend/neighbour collect it
  • Keep track of expected bills and statements. A missing statement could mean it has been stolen from your letterbox
  • Register for security validation and receive SMS codes to your mobile or landline to authorise various online banking transactions
  • If you are moving house, contact Nexus Mutual on 1300 65 33 28 to have your address updated
  • Ensure your contact details are kept up to date. This means Nexus Mutual will be able to contact you quickly if fraudulent activity is detected

Report Card Fraud

If you suspect card transaction fraud or any other unusual transaction on your account, please contact:

During Business Hours

Nexus Mutual's Member Relations team:

Australia 1300 65 33 28
Overseas +61 3 9608 8301
Email melbourne@nexusmutual.com.au or sale@nexusmutual.com.au

After hours

The Fraud Bureau on:

Australia 1300 705 750
Overseas +61 2 8299 9534

Travelling overseas - let us know

It would assist Nexus Mutual's fraud monitoring, and reduce unnecessary calls to you about overseas transactions, if you let our Relations team know your itinerary before you travel. We simply require country/countries and the dates you will be there. Please use the Overseas Travel Notification Form to provide your travel details, alternatively send us a secure email via internet banking or write to us. This information will be kept confidential and simply used to improve our fraud detection processes.

Lost or Stolen Cards

To report a lost or stolen card

If your Visa Card or rediCARD is lost or stolen, it is important that you report the loss or theft to Nexus Mutual as soon as possible. Early notification ensures that any possibility of the card being accessed fraudulently is minimised and Nexus Mutual can arrange for a replacement card sooner.

Contact Nexus Mutual on 1300 65 33 28 or +61 3 9608 8301.

To order a replacement card

To order a replacement card, please contact us on 1300 65 33 28 or +61 3 9608 8301. A new card and PIN will be sent to you as soon as possible. You will need to activate the new card before you can use it. You can activate your card via internet banking if you are registered for this service or by returning the slip enclosed with the PIN. PIN change terminals are available at the Melbourne and Sale branches to enable you to select a PIN of your own choice. You can also change your PIN at any credit union owned rediATM throughout Australia.

Nexus Mutual can also arrange a 24 hour emergency replacement card or emergency cash advance to assist you if your circumstances require. Fees and charges apply.

Visa Global Assistance

No matter where you are in the world Visa Global Assistance can also help.

If your card is lost or stolen Visa Global Assistance can arrange a 24 hour emergency replacement card or emergency cash advance to assist you if your circumstances require. Fees and Charges apply.

Scams

While there are risks, you can take steps to avoid scams.

Common types of scams include:

Email scams

Online banking consumers are often targeted by a range of scams involving various hoax emails. The hoax emails have been sent to large numbers of email addresses in anticipation of at least some reaching users of online banking facilities. Due to the large number of emails involved and the random nature of the hoax, these frauds are often called "phishing".

The hoax emails try to persuade online banking consumers into disclosing confidential financial information such as their internet banking login and password details. The emails can look very professional and give the appearance of coming from a legitimate financial institution. Once the fraud perpetrators have acquired login and password details, they are then able to illegally access accounts and withdraw funds.

Members should not respond directly without verifying the legitimacy of the request by contacting Nexus Mutual.

Job scams

Members should also be alerted to a number of fraudulent job scams advertised on the internet which entice users to act as "money transfer agents" for a third party. Consumers are duped into using their own accounts to transfer money for third parties as part of an ostensibly legitimate business transaction for a commission based on a percentage of the transfer. In fact, they become part of a money laundering operation for transferring stolen money. Again, these false job websites appear very professional and can be very convincing.

Members should exercise extreme caution with any online job offer where you are asked for your personal and/or banking details.

Phishing by phone

Hoax phone calls are a popular technique with fraudsters. This is where a person calls claiming to be a credit union/bank employee and asks questions in an attempt to gain information about bank accounts or passwords etc. Calls can also be in the form of voice recorded messages that automatically dial random numbers and ask for account information.

Members should check the validity of the caller if the call seems suspicious. Ask for their name and phone number to call them back, then check it against Nexus Mutual's contact numbers.

Phishing by SMS

Text messages (SMS) to mobile phones can also be used in fraudulent activity. Fraudsters will randomly send out text messages asking for personal and/or banking details

Members should not respond to any suspicious text message. Call Nexus Mutual on 1300 65 33 28 to confirm the authenticity of the SMS.

Mobile phone porting

Mobile porting occurs when fraudsters who have accessed your personal credentials, including your online banking codes and mobile phone number, transfer your phone number to another provider so they can receive any security validation codes sent by Nexus Mutual. If your mobile phone is suddenly disconnected it may indicate that your phone number has been transferred.

Members should contact their mobile provider immediately to confirm why the mobile service is not working. If the mobile has been transferred without your permission, please call us on 1300 65 33 28.

Nexus Mutual will:

  • Never ask for your internet banking login details or Visa card details via phone or email
  • Never use email to send you a link to the internet banking login page
  • Never ask you to communicate your passwords to us in any form

Avoiding Scams

Scams may look different, but most scams fall into one of three types:

  • Advanced fee frauds - These scams work by asking you to send money upfront to get a bigger payback later
  • Phishing - Emails pretend to come from a financial institution, government department or other company and lure you into giving personal data
  • Mis-sold goods or investments - These scams promise a dream but deliver something next to useless

The 'sniff test' - some telltale signs that an offer is a bit fishy:

  • Scams come out of the blue
  • Scams sound like a quick and easy way to make money
  • Scams tell you there is almost no effort and no risk
  • Scams ask you to give personal information
  • Scams sound just too good to be true

Visit the Federal Government's scamwatch website at www.scamwatch.gov.au to find out more about scams or simply call 1300 795 995.

Latest alerts and hoaxes

Fraud techniques that have been used so far include:

  • Asking consumers to update their login and password details for "security" purposes. The users are directed to an authentic looking but false website. In some cases, the website address is also very close to that of the targeted financial institution. When users try to login to their accounts, their login and password details are captured,
  • Luring users into opening emails or attachments that secretly install "Trojan" virus programs. Trojans are computer programs that secretly install themselves on a user's computer without the user even knowing about it. In the case of online banking fraud, Trojans are used to log and capture key strokes (such as Internet Banking passwords, etc),
  • Falsely alerting consumers to suspect transactions on their account. If the recipient follows the link embedded in the email, a virus covertly installs a Trojan program that logs key strokes, and
  • Directing a user to false websites (such as one email purporting to come from the "federal police") where a Trojan program is installed to log key strokes.