credit & debit card security

What is ATM or EFTPOS skimming/PIN capturing?

ATM or EFTPOS Skimming/PIN Capturing is where electronic devices are fitted to the ATM or EFTPOS device at retail outlets to capture a customer's card details and/or PIN.

How do I know if my card has been accessed?

Please go to your online banking and check your transactions from the 5th October, be especially vigilant with ATM transactions overseas or outside Western Australia. If you do not recognise a transaction please contact the Bankwest Contact Centre immediately on 13 17 18.

As a precautionary measure Bankwest advises you to attend your nearest Bankwest ATM and change your PIN. This will protect you from future unauthorised transactions.

Where have these skimming devices been located?

As this is part of an ongoing Police investigation we are unable to release more information, however you should always take care to protect cards and do not disclose your PIN.

As a customer am I liable for unauthorised transactions on my card?

Under the EFT code of conduct you will not be liable for any unauthorised transaction caused by a skimming event where it is clear that you have not contributed to the loss.

My account has been accessed fraudulently, when will I get my money back?

Bankwest is committed to refunding each customer as soon as possible.

I tried to use my card at an ATM and the transaction was declined, why?

Bankwest has commenced blocking cards it believes may be at risk of having funds stolen. This is a measure that is not taken lightly, and is to protect your money being stolen. Please check your account balance and transactions, and then contact Bankwest Contact Centre on 13 17 18 to order a new card and PIN.

Why has Bankwest called me and asked me to change my PIN?

Bankwest is calling some customers to ask them to change their PIN at a Bankwest ATM as a precautionary measure. Bankwest will not verbally ask you for your PIN, or provide the PIN verbally.

How can I change my PIN?

You can change your PIN at any Bankwest ATM. Insert your card and follow the prompts.

How do I protect my card and account?

• always be careful to shield your PIN when using an ATM or EFTPOS terminal. Use a free hand to cover the key pad while you enter your PIN
• change your PIN regularly
• do not write your PIN down, do not disclose your PIN to anyone
• you should treat your card like it is cash and make sure you never lose sight of it. If possible, don't give your card to a waiter or shop assistant and let them walk out of your sight
• be vigilant in checking your statements. Always report any unauthorised or suspicious transactions billed to your account and contact your bank immediately, even if the unauthorised transaction is a very small amount
• make it a priority to get your card back after completing a purchase. Sometimes cards are intentionally retained by salespeople in order to later commit fraud
• please advise the bank when you are travelling overseas. You can email cardfraud@bankwest.com.au quoting your full name, contact details whilst overseas and the last 4 digits of the cards you intend to use overseas
• please ensure the bank has your up to date contact details, including mobile. You can update your contact details by logging on to your online banking and going to the User Maintenance option, or contact Bankwest on 13 17 18