Hang up on unexpected calls claiming to be from our fraud team and contact us directly instead. More ways to keep your data safe. 

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BSB 650 000

Keeping your data safe

Protect your personal information against potential scams.

Safety tips

Security advice

Your bank will never contact you unexpectedly and request the following:

  • Share your password, PIN, customer number, card details, or one-time password
  • Transfer money, withdraw, or deposit cash to a third party
  • Click a link to grant access to your computer
  • Send a courier or staff to pick up money, cards, or details from you.

Never respond if you're contacted unexpectedly and asked for any of the above. Rather call your bank directly or visit your local branch to confirm if it's a legitimate request.

Always protect yourself

  • help icon Question Don’t trust a source just because they have some of your personal information.
  • shield icon Verify Hang up or ignore SMS messages and emails asking for your personal details and contact the relevant provider yourself.
  • exclamation icon Take action Contact your mobile provider immediately if your phone stops working or you unexpectedly lose service.
  • yellow telephone icon Contact your provider Report any unusual activity, e.g. an email or text for a password change or a transaction you did not do.
  • security icon Be vigilant Scammers are persistent. They will often pressure you, create a fake emergency, or threaten you with legal action.

Scammers don’t discriminate.

Cyber-attacks are becoming increasingly sophisticated and anybody can be targeted. We have a dedicated team looking for suspicious transactions and activity across your accounts, but it’s important to remain vigilant and keep your personal information secure.

Get in touch if:

  • Anyone from your bank unexpectedly contacts you via phone, SMS, email, or social media and requests your personal details, PIN, passcode, password, or one-time password
  • You suspect your access codes or PIN have become known by someone else
  • You see any unauthorised transactions on your account/s
  • You’re concerned that you’ve become a victim of a scam or fraud
  • Your card, phone, passbook or cheque book is lost or stolen
  • You have moved and need to update your details
  • You’re being blackmailed with threats of sharing your personal information or images. Don’t make any payments or meet their demands. Keep evidence of the conversation and immediately report this incident.

For more information on identifying scams, see The Little Black Book of Scams provided by the Australian Competition & Consumer Commission.

 

Locally-based customer support

Our friendly Newcastle Permanent contact centre can help you during the following hours:

  • Monday-Friday from 8am-6pm
  • Saturday from 9am-2pm
  • Sunday online only from 9am-2pm

View FAQs

Current and common scams

Tips to protect your money and identity

  • ID/data theft

    You can take the following steps if your personal information has been compromised:

    • Contact us as soon as possible so that we can add additional control measures to your accounts
    • Change the password for your online banking and social media accounts
    • Report the matter to the Australian Cyber Security Centre at cyber.gov.au
    • Continue to monitor your accounts for any suspicious activity or notifications
    • Replace any stolen ID documents. Visit ID Support NSW for help with updating government issued IDs such as licence, Medicare card or passport
    • Get in touch with the data leak source if it’s a business provider for more information about other actions to take.

    As an increased security measure, please be aware our staff may ask some questions about the purpose of a transaction to ensure the enquiry is not the result of scam activity.

  • Online safety

    • Ensure that you have the latest anti-virus protection software on your computer and update your operating system software on your phone when prompted
    • Limit the amount of personal information on your phone and online social media profiles, that could be used to steal your identity
    • Never access the app or internet banking from a link in an email or SMS
    • We recommend to only use trusted Wi-Fi networks where you know the connection is secure, such as at home or possibly your workplace. Public Wi-Fi networks aren't always secure so it is best to use mobile data instead.
    • Keep all receipts and transaction records and check the details on your statements
    • Use secure payment methods when making a purchase online
    • Be aware of fake sellers. Check the logo, business name and URL address
    • Check and make sure it is a reputable site by looking for the padlock symbol and ‘https’ at the start of the web address (not http) or using a reputable website checker tool.

     Read more about internet banking security and our important security information.

  • Code safety

    Keep your codes (PIN, passcodes and passwords) safe.

    • Use a passcode and/or biometrics (registered only to you) to protect access to your phone
    • Don’t tell anyone your codes, including friends, family, or someone claiming to be from Newcastle Permanent
    • Don’t write down or store your codes on your card, phone or anything that could be lost or stolen
    • If you do need to record a reminder, make efforts to disguise it.Never give your card or phone used to access banking apps to anyone
    • Cover your PIN when you enter it at an ATM or when accessing internet banking or the app
    • Choose your own codes and don’t use anything easily guessed such as your birthday, name or phone number, or numbers that form a recognisable pattern
    • Check ATMs for any obvious signs of tampering

    It’s important to know you are responsible for losses from unauthorised transactions if you don’t protect your PIN and access codes.

    Despite any guidance we provide, our liability for any losses incurred by you resulting from unauthorised transactions will be determined by the ePayments Code.

  • Cash and card safety

    For security reasons, our staff may ask you a series of questions when you request large cash withdrawals or changes to transfer limits to protect you against financial scams. We may also ask you to provide ID to verify your identity and help keep your accounts safe.

    Always exercise caution when using your card or cheques:

    • Sign your card as soon as you receive it, and cut up any old card into pieces before disposing of it
    • Don’t let your card out of your sight when making a purchase
    • Cheques should be treated like cash and kept secure when not in use
    • Never pre-sign cheques or withdrawal forms.

    Read more about card security.

Sources of scams

  • mail icon Emails
  • chat icon Social media
  • home loan icons Individuals posing as legitimate companies or charities
  • yellow telephone icon Phone calls
  • document icon Text messages or “smishing”

Check before you transact

We’ve included more detail in our one-time password text messages.

Find out more

Our BSB 650 000

©Newcastle Permanent, part of Newcastle Greater Mutual Group Ltd
ACN 087 651 992 Australian Financial Services Licence/Australian credit licence 238273

General Advice Warning: Any general advice on this website (including via webchat) has been prepared without taking into account your objectives, financial situation or needs. Therefore, before acting on the advice, you should consider its appropriateness (having regard to your personal circumstances). Before deciding to acquire a financial product from us, you should also consider the relevant Terms and Conditions or Product Disclosure Statement.

 
 
Acknowledgement of Country

We acknowledge the Traditional Custodians of the lands, waterways and skies across Australia. We pay our respects to Elders past, present and emerging. 

First nations peoples are respectfully advised this website may contain images, names or stories of people who have passed away. Read our Reconciliation Action Plan here.

Taken from 'Reconcile Connection', an artwork commissioned by NGM Group created by Bundjalung woman Tywana Caldwell