Card security tips

Using your debit or credit card online

• Make sure the online shop is reputable – get more information if unsure
• Read the fine print relating of any transaction before your provide your credit card details – this will help you avoid any unexpected charges
• Take particular care when entering into promotions such as "free trials"
• Check the online shop has a return and refunds policy
• Use a secure browser connection when entering credit card details
• Check for a locked padlock or unbroken key symbol at the bottom right of your browser window or that the site URL starts with ‘https’
• Don’t make your password easily identifiable and don’t disclose it to anyone
• Print out a copy of the transaction record for any online purchase you make. This will be especially useful if the transaction shows on your statement under a different name that you may not recognise
• For your safety and security, you may be asked to provide your card security code. This is the 3-digit number printed on the signature panel on the back of your Visa or Mastercard.

Tips for reducing credit card fraud

• Check your account balance regularly
• Call us immediately on 0800 888 111 if you suspect fraudulent transactions
• Only give your credit card details when making a purchase
• Never send your credit card number by email
• Notify us immediately if your credit card is lost or stolen or your PIN is disclosed

Using your credit card for phone transactions

• Don’t give your credit card number or PIN to ‘cold’ telephone callers
• Only make phone credit card transactions when you have initiated a call to a company you are familiar with

• Our Fraud Detection Team operates 24/7
• We may be alerted to transactions that look unusual compared to your normal spending history, or that match current fraud trends on credit cards 

• Our team of experts will assess these alerts and further action will be taken where fraud is suspected

Stopping your card

• If fraud is suspected we will try to contact you by phone, email and/or SMS first - phone calls are made between 8am and 9:30pm in your local time zone 
• If we cannot contact you, a temporary block may be placed on the card to protect your account until we’re able to speak with you 
• If you confirm the transactions as genuine, the block can be immediately lifted and your card can be used straight away

Unexpected declines

• Our credit card fraud detection system may decline certain transactions that are considered to be higher risk, based on current credit card fraud trends
• This doesn’t mean you are engaging in a suspicious transaction, but you may be trying a transaction through a retailer, country or website that is a current target for fraudulent spending
• If your card is ever unexpectedly declined when you know you have available funds to make the transaction, please call us on 0800 888 111 or +64 9 914 8026 anytime
• If the decline is due to a fraud alert we can fix the situation straight away

Managing fraudulent transactions

• As soon as you advise us that a suspected fraudulent transaction has occurred on your card we will fully block and replace your card
• If we agree that fraud has occurred, any fraudulent transactions which have been approved will be reversed as soon as possible (this may take up to a maximum of five working days)
• In some cases we may need further details from you regarding the transactions and/or the circumstances of the fraud.  If this is the case we will contact you within three days of your claim being lodged

For further information on credit card fraud claims (including information on the process, notification timeframes and liability) please see the Credit Card Conditions of Use.