Peace of mind online
Shop and transact online with confidence, knowing that our commitment to banking security protects you and your finances from fraud, scams, and identity theft.
Here are some of the ways we keep you safe when you use our online services.
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One-time passwords for extra security
Sometimes when you transact or make an important change in internal banking, we will ask you to confirm that it’s really you by using a one-time password (OTP).
An OTP is a unique six-digit number we send to your mobile phone. It’s secure, easy to use and adds an extra layer of security at important moments to help keep you and your money safe. Never share this OTP with anyone.
Daily limit
Daily transaction limits give you extra peace of mind. Even if your bank account security was compromised, any potential losses would be minimised to your daily limit.
Advance monitoring, 24 hours a day
We use Vigil Fraud Monitoring Services to understand how you bank and transact, so they can detect any unusual activity as it happens. This enables them to respond quickly and verify that it was indeed you.
How secure is online banking?
Online banking has become increasingly secure. Thanks to advanced encryption, multi-factor authentication, and fraud detection systems Broken Hill Bank are able to ensure your banking security.
However, online banking is not without risks. Potential threats include phishing attacks, malware, and vulnerabilities when using public Wi-Fi. You can minimise your risk by following our banking security tips below.
How we keep you safe online
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Keeping your password safe
Your internet banking password is your key to convenient, secure banking, so be sure to keep it safe. If you think it may have been compromised, you can change it online at any time.
How to choose a secure password
• Choose a unique password between 6 and 16 characters, including upper and lower-case letters, numbers and symbols. Don’t use people’s names, sports teams, postcodes, phone numbers, birthdays or anything else that’s easy for a scammer to discover.
• Never re-use a password from somewhere else. Make it unique.
• Memorise it. Don’t write it down, record it on your phone or computer, or tell anyone. Change it regularly.
Staying safe using Internet Banking
When you bank online with us, we prioritise your safety and banking security at every step. Password security, time limits on your Internet Banking sessions and transaction limits are all designed to help keep your bank account safe and your money and privacy secure.
Here’s how you can help:
• Start by typing brokenhill.bank into your browser before you log on, so you’re not misdirected to a fake site. Avoid using a web search or clicking a hyperlink.
• Make sure no one is watching when you log on, especially in a public place. Avoid using Internet Banking on a public computer.
• Your daily limit is kept low to reduce risk. We can increase it temporarily when you need to make a large transfer or pay a big bill. Just contact us to find out how.
• Avoid leaving your computer unattended while logged in, and remember to log out when you're finished.
Keeping your computer secure
Safe online banking and shopping starts at home with up-to-date security software. The good news is that high-quality security tools have never been more affordable.
Here’s how to make the most of them:
• Ensure you have the latest version of your computer's operating system and web browser installed, and enable automatic updates.
• Install anti-virus and anti-spyware software from a reputable brand, keep it updated and renew your subscriptions as needed.
• Make sure you have a strong active firewall - whether it’s built in to your operating system or powered by your anti-virus tools.
• Watch for suspicious emails and avoid opening them, clicking on links or opening attachments. If you do, use your anti-virus software to scan for problems.
• Be careful about the software you install, especially if it’s free or doesn’t come from a well-known source. Scammers can sneak spyware and anti-viruses into software installation packages, so you may get more than you’ve bargained for.
Staying safe while shopping online
Shopping online is fast, convenient and easy. It can also be secure, provided you take a few simple steps:
• Check for a padlock icon next to the address at the top of your screen; this indicates a secure, encrypted connection. In most browsers, you can click on the padlock to learn more about the security details.
• Choose well-known sellers and beware of imitations. Anyone can set up a website, so if you’re unsure, seek more information before you buy. If a deal looks too good to be true, it probably is.
• Only shop on a computer or devices with up-to-date anti-virus and firewall protection.
• Save copies of your online receipts to verify them against your statements, and check for unexpected transactions.
Protect yourself online
Mobile Banking security
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Protecting your mobile wallet
You can use your Broken Hill Bank Visa Debit Card with Apple Pay, Google Pay or Samsung Pay, to create a mobile wallet on your phone, Apple Watch or other smart device. It’s a fast, secure way to make contactless payments. Since your card number is never shared with the merchant or saved on your device, you can trust that your information remains secure.
You can help keep your mobile wallet safe by:
• Using a passcode or biometric security, such as Face ID, to lock your phone, so no one can access it if you lose it.
• Setting your phone to automatically lock after a few minutes.
• Enable your phone’s built-in security features and ensure that its software is always up to date.
Staying safe when you’re banking on the go
The Broken Hill Bank Mobile Banking App is a simple and secure way to manage your money.
You can help maintain your bank account security by:
• Choosing a unique passcode. Avoid using easily discoverable information such as birthdays, postcodes, names, or phone numbers for your passcodes. Never re-use a passcode from somewhere else.
• Keeping your passcodes secret. Don’t tell anyone or write it down.
• Only use trusted, password-protected Wi-Fi hotspots.
• Turning off Wi-Fi and Bluetooth when you don’t need to connect to the Internet.
Keeping your mobile secure
Your smartphone’s built-in security features are your first line of defence. Here are some more tips for making the most of them:
• Turn on security features such as auto-locking and password protection.
• Install or turn on security apps from reputable, well-known providers, including apps that can help you find or wipe your phone if it’s lost or stolen.
• Don’t jailbreak your phone. Jailbreaking can increase the risk of malware. Don’t use apps from app stores that are not provided or sanctioned by the provider of your mobile device.
• Avoid clicking on links in emails or SMS, or opening email attachments on your phone, unless they’re from a trusted source. They could install malware or spyware without you knowing.
• Don’t record banking passcodes and other financial information on your phone. Ensure that you delete all personal data before selling or responsibly disposing of your device.
• Don’t download any apps that allow remote access to your phone.
Find out how to stay safe while banking on your mobile device or using a mobile wallet for shopping.
Card security
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How you can help protect your card:
• Sign it when you receive it, then treat it like cash. Don’t leave it lying around, lend it to family or friends, or let people you are paying take it out of sight.
• Make sure your PIN is difficult to guess. Avoid using easily discoverable information such as birthdays, postcodes, names, or phone numbers for your PIN.
• Don’t tell anyone your PIN or write it down anywhere.
• If your card is lost or stolen, or if you notice a suspicious transaction, report it immediately so we can prevent any further unauthorised activity.
• Keep receipts and check your statement regularly, especially after a trip.
• Leave your cards at home, by using your smartphone or smartwatch to make quick, easy payments with Apple Pay, Google Pay or Samsung Pay. Unlike a card, your mobile wallet can’t be lost or stolen. Even if your device is lost, your wallet remains secure - providing you with greater peace of mind and added convenience.
Staying safe at ATMs
• Shield the keypad with your hand or body so no one can see your PIN when you enter it. Put your card and cash away promptly before you leave.
• Be cautious when strangers offer to help you at the ATM, even if your card is stuck or you’re having problems.
• Avoid ATMs that have messages attached indicating that the screen instructions have been altered, particularly if the message is over the card reader. Banks and other ATM owners do not post messages instructing you to use specific ATMs or to use an altered ATM.
• When you’re travelling overseas, choose ATMs in busy areas. Stay alert and don’t accept help from anyone.
• Report suspicious behaviour straight away to the police, the ATM owner and Broken Hill Bank.
Reporting suspicious transactions
If you suspect a Visa card transaction was unauthorised, you can ask us to dispute it. We’ll investigate and contact the seller’s bank to ask for the transaction to be reversed.
Be sure to report any issues as soon as possible. If you dispute a transaction after the time limit set by Visa, or if the transaction was confirmed through Verified by Visa, we may not be able to assist you.
Within 21 days of receiving a complaint, we will either provide you with a written update on the investigation results or notify you that more time is required. The investigation will be completed within 45 days unless there are exceptional circumstances.
Visa Zero Liability
Your Broken Hill Bank Visa Debit Card comes with Visa Zero Liability, protecting you against fraud and unauthorized transactions. As long as you choose ‘credit’ at the checkout and confirm your transaction with your PIN or signature, Zero Liability guarantees you won’t have to pay unauthorised transactions, even if your card is stolen.
Zero Liability covers payWave, online and phone transactions, including overseas credit transactions. It doesn’t cover ATM transactions that aren’t processed by Visa.
Travelling overseas? Let us know
If you’re going overseas, contact us so we don't flag your international transactions as suspicious.
Before travelling, record your card number and the phone numbers for reporting lost or stolen cards. Keep them safe in a place away from your wallet or handbag.
Discover your card’s security features and the simple steps you can take to keep it safe.
Fraud and scam protection
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Phishing
A scammer sends you a message, typically via email or SMS, that looks like it's from a trusted organisation.
It asks you to share information or click on a link to a scam website, where you’ll be asked to enter your login details or financial information.
Learn more:
www.scamwatch.gov.au/types-of-scams/attempts-to-gain-your-personal-information/phishing
A scammer convinces you to invest money in a tempting opportunity, only to disappear with your funds. The offer may be completely fake, or they could use a legitimate investment or organisation as a disguise, pretending to be someone else.
Learn more: www.scamwatch.gov.au/types-of-scams/investments/investment-scams
Remote access scams
A scammer contacts you, usually by phone, pretending to work for a computer or telecommunications company.
They may say you have a virus or another computer issue. They ask for remote access to your computer to fix the problem, then use that access to steal information or extort money. Broken Hill Bank will never ask you to provide your internet banking codes, PIN or request access to your computer.
Learn more: https://www.scamwatch.gov.au/types-of-scams/attempts-to-gain-your-personal-information/remote-access-scams
Romance scams
A scammer poses as someone interested in friendship or romance, often reaching out through a dating website, app, or social media. They may have a fake online identity – often more than one. Then, when they’ve built a connection, they’ll ask you for money, gifts or personal details.
Learn more: www.scamwatch.gov.au/types-of-scams/dating-romance
Service-related SMS messages
You may receive service-related SMS messages from us reminding you when a payment is due, your Visa Debit Card is due for renewal or when there’s fraudulent activity on your account.
A legitimate SMS from us will never ask you to provide or confirm personal information such as your Visa Debit Card number, account number, Internet Banking Access Code and/or PIN.
If you receive a service-related SMS from us, there’s no need to be concerned in any way. It’s just another way that we’re helping our members.
Worried someone’s trying to scam you?
It’s good to be careful. Hang up on suspicious calls and don’t click links, open attachments or answer messages with personal information. If you think someone’s pretending to be from an organisation to gain your trust, contact that organisation to let them know.
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What you should do
Begin by verifying whether another family member made the transaction or if someone else authorised to use the account did so.
If it still looks suspicious, contact us as soon as possible.
Visa Debit Card transactions
To report your card and prevent any further transactions, please contact us or use Internet Banking or your Banking App (Services > Card Management). Then refer to our Dispute a Transaction page for more information.
If after hours, call the Fraud Bureau Service on 1300 705 750.
If you report unauthorised transactions on your card, we’ll place a stop on the card to prevent any further transactions and protect your account, then send you a new card.
ATM transactions
Email: reception@brokenhill.bank
Other transactions: call 08 8088 2199 or 1300 705 750 (after hours).
Need to report a suspicious transaction?
FAQ
What is banking security?
Banking security refers to the measures and protocols implemented by financial institutions to protect sensitive information, prevent fraud, and safeguard customer accounts. This includes:
the use of encryption
secure login methods
two-factor authentication
monitoring for suspicious activities
compliance with regulatory standards.
How do banks identify suspicious activity?
Banks identify suspicious activity through the use of advanced technology (like Vigil Fraud Monitoring Services) and human surveillance. Algorithms and machine learning analyse transaction patterns and help compliance teams detect anomalies, such as:
unusual spending behaviour
large withdrawals
transactions in different geographic locations that deviate from a customer’s typical behaviour
Is my money safe with Broken Hill Bank?
Yes, your money is safe with Broken Hill Bank, thanks to our strong commitment to banking security. As a regulated financial institution, we implement robust security measures to protect your money and personal information.