Security and privacy

Making sure it's really you

• Netcode uses SMS technology to verify a customer's identity. By making sure you know your password and sending a special code to your cellphone, we can double-check that it’s you requesting a payment.
• The text message includes an eight-digit Netcode which must be entered online to authorise a payment to a self-selected payee.
• The Netcode limit is set by us and is detailed on the logon page for Go Online at FastNet Classic. When you make one or more payments using Go Online and you exceed the limit, a Netcode text will be sent to your mobile phone. The limit is subject to change.
• To select a reduced Netcode limit, simply visit the ‘My Details’ section of Go Online. 
• If you would like to register your cellphone for Netcode, please call 0800 003 761 (option 3). This service is available seven days per week.

​Safe computing practices

• Never, under any circumstances, follow links in an email to a sign-on page or pages that ask for personal information. We would never send you an email asking you for personal information, especially your password. 
• Be careful about clicking on unexpected ‘pop-up’ messages or opening email attachments from unknown sources. 
• Always access online financial services by starting up a new browser session and typing the website address directly into the address bar of the browser.  
• Be careful about where you access  online financial services. Other PCs, such as those at some internet cafes, may not have up-to-date virus protection installed.  
• Make sure your online session, for example in Go Online, is secured by: checking that https:// is displayed on your browsers address bar; a padlock is displayed in the bottom right hand corner of your browser; a valid digital certificate has been issued to the site you are visiting.  
• Once signed on, and before using the online service: check that the last successful sign-on time reported by the service is consistent with when you last signed on; look for any unusual or unauthorised transactional activity on your account. 
• When performing financial transactions online, never leave your computer unattended while the session is still active. 
• Always use the sign-off button when you have finished conducting your online financial transactions. 
• Any printed material with personal or financial information no longer required should be destroyed in a manner that prevents this information from being used again.

Tips for securing your computer

• Install anti-virus software on your computer. To get the most benefit from this software, keep both the software and associated virus definition files updated.  
• Install a personal firewall. This software must also be regularly updated and maintained.  
• Patch your operating system and applications with the latest vendor security patches.  
• Install spyware detection software on your computer. Again, ensure both the software and associated definition files are updated.  
• Take some time and build an understanding of the terms and conditions and privacy statement associated with performing financial transactions online via financial services. 

A quick guide to computer threats

• Phishing: An attack that combines various methods of deception to harvest an individual’s personal and financial information. An example of a ‘phishing’ attack is where a fraudster will send out an email to a large number of email addresses. The email may appear to be from the email recipient’s bank. The message in the email urges the recipient to click on a link to update their personal profile or carry out some transaction. Once clicked on, the link will then take the recipient to a fake website designed to look like the real thing. However, any personal or financial information entered on this website is directed straight to the fraudster.
• Trojan horse: A software program that disguises itself as an application on an individual’s computer. This type of program does not replicate itself like a virus or worm, but it can be just as harmful. For example, one known Trojan horse promotes the idea that it will attempt to remove viruses from a computer, but instead infects the computer further.  
• Internet scams: These can take many forms but one typical example involves scammers sending out spam emails suggesting they are looking for potential ‘business associates’ to take receipt of funds via their online accounts.  The scammers emulate or copy legitimate websites, to give a face and some apparent credibility to their fictitious enterprises.  They generally then request the funds to be sent overseas using an international money transfer in return for a small commission.  This represents a form of money laundering. 
• Virus: A software program that is able to replicate itself when a set of conditions has been satisfied. These conditions usually involve human interaction. A virus, once activated, can be destructive, performing actions such as overwriting the files of the local hard disk.  
• Worm: A self-replicating software program, which attempts to spread to other computers, connected to the infected computer. As with a virus, a worm can be very destructive.

​Tips for keeping your password secure

• Choose a password that you will remember, but that cannot be easily guessed. Ideally your password will include numbers as well as letters, and possibly other special characters.
• Take care when entering your password to ensure others cannot see.
• Change your password regularly. If you believe someone may know your password then change it immediately. Your password is something that should be unique to you and your online financial service.  
• Never write your password down, store it on your computer and/or mobile or other electronic device, or utilise any functionality that will automatically fill/complete the password field. Passwords should be committed to memory.
• Never tell anyone your password. Your password is yours and yours alone.  Our staff will never ask you for your password under any circumstances. Never provide this information if requested, even if you believe the request to have come from the bank
  

There are certain ATM security threats that you should be wary of.

​Beware of skimming

Skimming is the act of capturing magnetic information from a credit card or ATM card and then using it for fraudulent purposes. Skimming can be performed either with a handheld device, or a magnetic strip reader attached to an ATM, debit or credit card portal.

There are two types of card skimming. With the first, someone takes an extra swipe of your credit card. It could be a waiter, a store clerk, or anyone to whom you've handed your credit card for payment. Instead of just charging your card, the thief takes an extra swipe of your credit card using a small, hand-held device known as a skimmer. The skimmer extracts and stores the data from your card, giving the thief all the information he or she needs to create a counterfeit card. A skimmer can store card data from hundreds of different credit cards. Once information has been captured, it can then be downloaded into a computer and emailed anywhere in the world.

A second form of skimming involves the collection of ATM/debit card numbers and PINs. This is accomplished either by watching members as they use ATMs (a technique known as ‘shoulder surfing’), or by installing false card readers on top of existing ATMs. These skimmers record the information from the magnetic strip on the card while a small camera is placed either in the skimmer or near the ATM to record the PIN number. With the stolen information, scammers can manufacture counterfeit ATM/debit cards that then can be used to withdraw money or make purchase from accounts. Since the ATM machines work normally, victims are unaware that they have just given scammers the ‘keys’ to their bank accounts.

Tips to protect yourself from card skimming:

• Be wary of anything about the ATM machine that looks out of the ordinary, such as odd-looking equipment or wires attached to a device. If it doesn’t look right don’t use it.
• If an ATM has any unusual signs, don't use it. No bank would hang a sign that says for example, "Swipe your ATM card here before inserting it in the card reader"
• Be wary of a “no tampering” sign. These are often placed by crooks to thwart anyone curious about a new piece of equipment.
• Be wary of a jammed ATM machine that forces customers to use another ATM that has a skimmer attached.
• If you see anything unusual or suspicious around an ATM machine, or if you find unauthorised ATM transactions on your bank account, notify the police, as well as your financial institution and/or the establishment where the ATM is located.
• Check your bank accounts regularly to make sure there are no unusual or unauthorised transactions. If you find any unauthorised transactions contact the Customer Care Team at once on 0800 500 174.
• Protect your PIN – do not give your number to anyone and cover the keypad while you are entering your PIN.
• If possible, carry out your ATM transactions during the daylight hours, as most ATM-related crimes happen after dark.
  

More tips for keeping your card safe

• Never share, write down, record on any electronic device, or disclose your PIN to anyone.
• Always sign your new ATM/EFTPOS card as soon as you receive it.
• Don't choose a PIN that is easily associated with you e.g. your birth date, phone number, or parts of your card number.
• Use different PIN numbers for each different card.
• Make sure that no one is looking over your shoulder when you enter your PIN number.
• Always put cash into your pocket or wallet before walking away from the ATM machine.
• Always remember to retrieve your ATM/EFTPOS card after using it.
• Do not use any ATM or EFTPOS terminal that looks like it has been tampered with (e.g. had components added) as it may have been altered for the purpose of skimming your card details.
• Be wary of anyone offering assistance, especially if the ATM has just retained your card, as they may be attempting to obtain your card or card details.
• When using an ATM be wary of anyone attempting to observe you entering your PIN and do not allow yourself to be distracted by anyone talking to you.
• If your card is retained by an ATM, go immediately to the nearest bank branch or call us on 0800 500 174, 8am - 5:30pm, Mon to Fri.
• If you lose your GO ATM/EFTPOS card, please contact us immediately.
• Always keep your ATM/EFTPOS card in a safe place.
• Carefully dispose of receipts from EFTPOS and ATM transactions once you have checked these against your statement. This will help prevent others acquiring information about you and your cards.