Security & Fraud

Our Guarantee to You

Furthermore, in the unlikely event that an unauthorised transaction does occur on your account, we guarantee that you will not be liable for any unauthorised transaction carried out (provided you meet your obligations under our Product Disclosure Statement - Conditions of Use, the ASIC ePayments Code and you haven't contributed to the loss).

It's all part of our commitment to you, our members.

Learn more about our Online Security Practices and our Online Communication Practices.

Your Security, We Can All Play a Part?

As your financial institution, we take the protection of your information and transaction data very seriously. But online security is a partnership between us (as the provider of online banking services to you) and you (the user of these services). As such, it's important that you do two things:

• keep informed
• improve your own online security

Keeping Informed

Technology cannot automatically protect you against all fraud and security risks. A range of email and other online frauds have been attempted over the last few years; these scams will continue and you should be aware of them.

Things you can do to keep informed:

• Learn about the types of Online Security Risks you may encounter
• Understand the range of Online Security Practices and Online Communications Practices we have adopted
• Read our Online Security FAQs
• See our list of Online Security Links

Improving Your Online Security

Equally, technological protection cannot protect you if you are careless with your personal information. You need to play your part in protecting your information responsibly and in accordance with our terms and conditions.

• Learn about how to Improve Your Own Online Security and to safeguard your own information.
• Read our Online Security FAQs

Card Fraud Services SMS Communications

We provide 24/7 card transaction monitoring protection of your account. 

Our external fraud team may contact you by phone or SMS if we detect any suspicious activity. If an analyst detects any suspicious transactions or unusual  spending patterns they will confirm the transactions by sending an SMS text message from the following phone numbers:

• +61 437 126 492
• +61 489 988 024

They may also instruct you to call 1300 705 750.

Sometimes, we may need to restrict your card until we confirm the transaction with you. Please ensure your contact details are correct, as this will assist us to quickly confirm the information with you.

Our fraud teams are here to help and protect you.

Always remember:

• They will never ask for your full card number or account details
• Or ask you to perform a transactions
• They will only ask you to confirm you have authorised a transaction that has already occurred
• They will never include links in the messages
• They will encourage you to contact Geelong Bank if you are unsure about the call

Holding Payments

From 1 September, Geelong Bank will be introducing the holding of OSKO payments as a new feature to enhance our fraud monitoring service and respond to the latest fraud and scams.  It aims to reduce fraud losses by preventing fraudulent payments from being processed.

Some payments may be held and alerted for review. Payments can be held for up to 24 hours. Any further outgoing OSKO payments from your account will be declined until the transaction in question is confirmed.

Members will receive one-way SMS notifications at each stage of the process and you will not need to reprocess your payments. If you confirm the transaction as unauthorised we will cancel it and return the funds to your account. If the transaction is genuine, it will be allowed to process. If you do not make contact to our Fraud department, the payment will be rejected after 24 hours.

A one-way SMS will be sent from the following numbers:

• +61 489 988 024
• +61 437 126 492

The messages may ask you to contact 1300 705 750.

If you receive any text messages claiming to be from Geelong Bank which doesn’t come from the above numbers or any listed on our website please call us immediately to notify us.

If you have any questions about payments being held please contact us on 1300 361 555.

SMS One Time Password

The SMS One Time Password provides an additional layer of security when you transact online.

This is a once-only, random generated password (the One Time Password) which is sent to the phone number which has been pre-registered by you to receive the One Time Password.

After activating your SMS One Time Password (OTP), you will be required to use it for the following functions:

• All transactions except transfers between Geelong Bank accounts
• Updating payee information
• Change of contact information ie. Phone number or address
• PayID Maintenance
• PayTo Agreement maintenance

Please follow the steps below to activate:

1. Login to Internet Banking (via a desktop computer only)
2. Hover over the tab “SERVICES & HELP” from the top menu
3. Select “SETUP SECURITY OPTIONS” from the drop down box
4. Follow the prompts to setup SMS OTP