Privacy & security FAQs

"Phishing" is a form of Internet fraud that aims to steal valuable information such as card numbers, user IDs and passwords. A fake website is created to look similar to that of a legitimate organisation, typically a financial institution such as a bank or insurance company. An email is sent requesting that the recipient access the fake website and enter their personal details, including security access codes. The page looks genuine but users entering information are inadvertently sending their information to the fraudster.

Keylogging is a piece of software or hardware that captures a user’s keystrokes. As information is typed into the keyboard it is recorded to a file and/or sent off to another machine on the Internet. Hackers using keylogging capture passwords, email addresses, card numbers and other personal information for fraudulent use.

Viruses and Trojans are harmful programs loaded onto your computer without your knowledge. The goal of these programs may be to obtain or damage information, hinder the performance of your computer, or flood you with advertising.

Viruses spread by infecting computers and then replicating. Trojans appear as genuine applications and then embed themselves into a computer to monitor activity and collect information.

Using a firewall and maintaining current virus protection software can help to minimise your chances of getting viruses and inadvertently downloading Trojans.

Viruses and Trojans can come from many different sources including a game or a picture downloaded from a website, pop-up advertisements or email attachment.

For advice regarding Internet security and deleting Trojans and Viruses, visit a PC retailer or contact a software security vendor.

We recommend this software because it can help protect your PC whenever you use the Internet or email. It is not specific to Internet Banking, however if you don’t have this software your PC could become infected and may not work.

For advice regarding Internet security and deleting Trojans and Viruses, visit a PC retailer or contact a software security vendor.  

Yes, Internet Banking is accessible via any PC with Internet access. However, before using Internet Banking you should ensure the PC has up-to-date security software and is free from Viruses or Trojans.

Try to avoid shared computers, like those at an Internet cafe, because you won't always know if it's backed up with good security software. 

Keep in mind when using other computers to download your bank statement, the browser may cache your information and make it available for other people to view. To avoid this please ensure you clear the cache at all times. 

If you must use a shared computer, sign out properly and close the browser or application completely when you've finished.

Be confident that Bank of Melbourne Phone and Internet Banking are safe and secure. Maintaining the security and confidentiality of your financial and personal information is one of our primary responsibilities. Read about our commitment to you.

To maximise your online safety, you should make sure your PC is free of viruses and Trojans. Read more about how you can protect yourself.

In the unlikely event that an unauthorised transaction does occur (and it is clear you have not contributed to the losses*) Bank of Melbourne will refund the full amount. *Subject to the account’s terms and conditions. Read more about our commitment to you.

Scam emails (also known as ‘phishing’) are designed and written to look as though they come from legitimate businesses. They often contain a corporate logo and link to a fake copy of the website.

Through this deception they trick people into giving out personal or banking details.

Remember, Bank of Melbourne will never ask you to update, verify or correct any Internet Banking details directly into an email reply.

5 ways to spot a scam email:

• Does it instruct you to click on a link to Bank of Melbourne Internet Banking logon page, open an attachment or call a number?
• Does it ask for sensitive financial information or for you to confirm the security of Internet Banking?
• Does the email have poor grammar and punctuation?
• Check the sender’s email address; does it appear to come from a legitimate source?
• Familiarise yourself with some of latest scam emails.

If you believe the email was a hoax and you’ve responded to the email, clicked on the link or downloaded any attachments, it’s possible that your security could’ve been compromised. In that case, or if you notice a transaction you did not make, contact us immediately on 13 22 66

If you receive a Hoax email or SMS please do not click on any links embedded in the email or SMS or reply to them in any way.

If the email claims to be from Bank of Melbourne regarding Internet Banking, let us know by forwarding the email to hoax@bankofmelbourne.com.au then delete the email from your mailbox. Please do not alter the subject line in any way.

If you received a hoax SMS that claims to be from Bank of Melbourne, please forward it to 0447 21 4629 (0447 21 HOAX).  

Whether banking online or via your mobile, we encourage you to have a look at a range of actions you can take to protect yourself against online banking fraud.

To make sure you're always connected to Bank of Melbourne Internet Banking, and not a fraudulent website, follow these 6 important steps:

1. Type our address, bankofmelbourne.com.au straight into your browser to get to the sign in page
2. Never start Internet Banking by clicking on a link in an email or by typing in any other website address
3. Look for the security padlock symbol in your browser before typing in any personal information, such as a password
4. Check your last sign-in date at the top of the screen when you log in to Internet Banking and make sure it's correct
5. Click "Sign Out" when you finish using Internet Banking
6. Some browsers display a green indicator in the address bar. This indicates you're on a secure and legitimate website.

If you believe your account security has been compromised, please call us immediately on 13 22 66.

If you received a Secure Code when you didn’t make a transaction or weren’t using Internet Banking, please call us immediately on 13 22 66.

Trust your instinct. If it doesn't look quite right, err on the side of caution and assume it's not right.

'ASSURE' yourself and stay 1 step ahead of the fraudsters:

• Abort what you are doing - close the browser or exit the app
• Seek security software updates
• Scan your computer/device/phone/ to remove threats
• Use another device, check for anomalies and payment history
• Report any suspected fraud immediately to 13 22 66
• Enquire further if in doubt.