We will never contact you unexpectedly and ask for your account information. Find more info on how to spot a scam here.

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Security advice

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

  • Share your password, PIN, customer number, 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

Tips to protect your money and identity

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.