Security & Fraud Protection
At Heritage, we’re committed to protecting you from fraud. Our Fraud Management and Information Security Teams are constantly updating our processes and technologies to keep you safe.
If you suspect any unusual activity has occurred while using Heritage Online or other services please contact us on 13 14 22 or send an email to our Fraud Team at fraudalert@heritage.com.au with details of what has happened.
Scammers are circulating another phishing email targeting Heritage Bank members.
We’ve received reports of fake apps impersonating the Heritage Mobile Banking App.
General Security
Never disclose your personal or account information over the phone, unless you initiated the call.
- If you receive a call or email from anyone claiming to be a Heritage staff member requesting your PIN or password, be suspicious. Our staff will never contact you and ask you for this information.
- Report lost or stolen cards, chequebooks or passbooks to us immediately.
- Always check your statements and report any suspicious transactions to us immediately.
- Please contact us as soon as possible when you change your address.
- Money Muling and Money Laundering in Australia
- Securing your home and belongings from theft
- Can you pick a scam?
- How to keep your password and PIN more secure
- Ways to bank securely
- Safe computer, mobile and Wi-Fi use
- Current scams in Australia
- 10 tips to help stay secure online
- How to tell if an email is fraud
- Tips to avoid identity theft
- What to do if you are a victim of identity theft
Heritage Online
Heritage Online puts your security first, with a range of security features and services designed to keep you safe while banking online. Some of these include:
- Fraud prevention technology
- Secure communications links to protect all information transferred between Heritage and you over the internet
- Dedicated Heritage fraud detection specialists
- Limits on how much money you can move daily – nominated by you
- Ability to disable transfer or BPAY features
- View your Heritage Online session history at any time
- Register for email or SMS alerts to keep a close watch on your account
Mobile Banking App
Our Mobile Banking App is designed to be quick and easy to use on a wide variety of mobile devices. Your funds are protected in the same way as Heritage Online, plus you’ll get access to some additional features such as:
- Ability to block online, international in-store or all card payments
- Lock, cancel or order a replacement card
- Device Authentication – an extra layer of security for your account that ensures only devices you allow can perform advanced functions such as adding a new payee
- Use password, PIN, Fingerprint or Face ID to log in on applicable devices
Automatic Security Notifications
To help keep your information and finances safe, you'll receive free security notifications via email or SMS if changes are made to your residential or mailing address, mobile number, phone number, email address, statement frequency, Pay Anyone password, periodic payments or Heritage Online transfer and BPAY limits.
You will also receive notifications if:
- SMS notifications have been disabled
- SMS alert options have been switched off
- A card has been ordered
- A card has been activated in-branch or in HAL
- A new internet banking payee has been added
- A new periodic payment has been set up to an external Financial Institution
- A One Time Password has been retrieved
- A term deposit has matured early
You can opt out of the service by phoning 13 14 22, or visiting a branch. However, it is recommended to leave these notifications turned on to help keep your accounts and personal details as safe as possible.
How do I know if I may have been a target of fraud or identity theft?
Fraud and identity theft come in many forms, so you need to be constantly vigilant about your financial account and personal information. In particular, we suggest that you:
- Routinely check your statements for anything unusual and query the institution which issued the statement about any transactions you’re unsure of.
- Contact us with the details of any suspicious transactions on your Heritage accounts.
- Note unusual emails or phone calls from organisations you haven’t contacted, particularly if they ask for information about your identity.
If you believe you've fallen victim to identity theft,read our article on What to do if you are a victim of identity theft.
What do I do if I think I may have been a target of identity theft?
If you suspect someone has stolen your identify, please read our help and guidance article on what do to if you're a victim of identity theft.
How do I find more about how to prevent being the target of fraud?
The following are official Australian Web sites with more information about fraud:
- Australian Government ”Scamwatch” Web site
- Australian Government’s “Stay Smart Online” Web site and email Alert Service.
- Your state Police Web site:
What do I do if I think my computer has been hacked?
If you believe your computer may have been compromised:
- Disconnect your computer from the Internet.
- Contact a reputable, local computer support company and have them fully remove any malicious software. Do not accept the assistance of someone contacting you where you haven’t initially asked for help.
- Please contact us as well as your other financial institutions as soon as possible.
Any claims resulting from such activity will be assessed on the details of each individual incident.
You can also read our help and guidance article on Ways to Bank Securely for tips on keeping your computer safe in the future.
I’m about to travel overseas; do I need to tell Heritage?
The Heritage Fraud team monitors unusual transactions on our customer’s accounts. If you let us know that you will be overseas, we will be in a better position to determine if you are likely to be doing a transaction in a foreign country.
Before leaving on your trip:
- Check the expiry date of your card and that the magnetic strip on the reverse of the card is not damaged. If the card is due to expire while you plan to be away or is damaged, you may need to arrange with us for a new card prior to your departure.
- Advise the Bank when and where your are travelling. We don’t require a detailed itinerary, only when you plan to travel and which countries and regions you plan on visiting.
What can I do to minimise the risk of fraud with my card?
To help protect yourself from card fraud, read our help and guidance article on Ways to Bank Securely.
If you believe your card details have been stolen or if you notice any fraudulent transactions on your account, please contact us.
How can I tell if a website is safe to use with my card?
There are heaps of ways to tell if a website is safe to use with your card. When in doubt, always do your research first. For our top tips, check out our article on on Ways to Bank Securely.