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 internet 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.

• 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.

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 the app or internet banking
• 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.

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.