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Fraud prevention tips for individuals.

Learn how you can protect yourself against fraud and scams.

Tips to stay safe online.

  • Beware of requests for your personal details or money.
  • Never click on links in unsolicited emails or text messages.
  • Report and delete suspicious messages or emails.
  • Keep passwords and security codes secure.
  • Never give a stranger remote access to your device.
  • Keep operating systems and apps up to date on all devices.
  • Stay up to date with the latest scams. 

What we'll never ask for.

Knowing what Westpac staff will never ask you for, could help you stay protected.

  • Under no circumstances would anyone from Westpac ask for your online banking password or PIN. These are your details and shouldn't be shared with anyone.
  • We'll never email or text you with a direct link to a page asking you to log into your online banking or provide any personal information.
  • We'll never ask you to give us remote access to your computer or phone, or to download software like Anydesk or Team Viewer.
  • We'll never send you an unsolicited message on social media or messaging apps like Whatsapp.
  • We'll never ask you to move money to another account to keep it safe or help us catch criminals or hackers.
  • We'll never come to your home (or send a courier) to pick up cards or cash.
  • We'll never ask you to withdraw cash to keep it safe.

Keeping you safe.

  • Please be extremely vigilant for any unexpected or suspicious phone calls. If you have any doubt, phone us yourself using our official phone number, 0800 400 600.
  • If you're calling us after a suspicious phone call, always wait on the phone until we answer, don’t request our call back service. Scammers often call again, and you may think it’s us, but it could be the scammer again.
  • Don't feel pressured to comply with a request you're not comfortable with. Scammers often spend a long time convincing people to do what they want and may call them repeatedly.
  • Carefully read any email and text alerts you receive from us and make sure that you are using that information for its intended purpose only.
  • If you believe you've been targeted by a scam, contact us immediately.
  • You can also block your Credit or Debit Mastercards through the 'Manage my Cards' button in Westpac One® online banking. 

Don’t become a money mule.

Criminals get money mules to help move the money they make from fraud, scams and other serious crimes like drug trafficking. They find people (money mules) to receive, transfer or withdraw money, so they can disguise its origins and protect their identity. This is called money laundering.

This money may be used to fund other crimes, even terrorism. Money mules may be acting knowingly or unknowingly, but either way this can have serious consequences for the people involved. ​

Money mules are recruited in different ways including, through job adverts, online dating sites or apps, social media apps, in-person or through relationship scams and employment scams.

How to protect yourself​

  • Don’t let your bank accounts be used to receive, transfer or withdraw money on behalf of anyone else.​
  • Be suspicious when someone asks you to receive or transfer money for them, even if they are someone you know. ​
  • Don’t share your banking passwords or card PINs with anyone else.​
  • Take care when communicating online, using dating apps or social media. Avoid sharing personal and bank account details with people you haven’t met in person. ​
  • Be suspicious of any job offer that requires you to use your personal bank account to transfer money. Any legitimate employer will have business accounts they can use to transfer money and won’t ask you to make use of your own account.​
  • If you think you’ve been acting as a money mule, immediately stop all communications with the people instructing you and contact us for assistance. Keep a record of the communications and notify the NZ Police. You can submit an online report or call 105.

More information

Are you working for Criminals? Money mules booklet from NZ Police and Commission for Financial Capability (CFFC).

A pohutukawa tree next to a beach.

Actions you can take.

1

Safeguard your devices

Installing reputable antivirus software and regularly updating your software and operating systems will help protect you from viruses and malware that could lead to your information or online banking being compromised.
How to run antivirus checks and update your computer
2

Update your contact details

Keep your contact details up to date so that we can contact you quickly if your accounts or cards are compromised.
How to update your contact details
3

Change your passwords

Regularly changing passwords minimises the risk of your accounts being compromised if a scammer uncovers one of your old passwords. Avoid using the same password for different sites. A password manager can help you create, store and manage multiple passwords.
How to keep passwords safe
4

Set up challenge questions and register your mobile

Challenge questions provide an extra layer of security in Westpac One® online banking and will help protect your money if your account is compromised. You can also register your mobile number in Westpac One to receive verification codes by text message.
Find out how to set up challenge questions and register your mobile
5

Set up security alerts

Keep tabs on your online banking activity by setting up security alerts. Then you'll know if someone else has used your login ID or tried to set-up a new payee and can notify us quickly.
How to set up security alerts in Westpac One
6

Stay up to date

Staying up to date with the latest fraud and scams and recognising the warning signs will help you avoid them from the start.  Keep an eye on our latest scams page to make sure you know what to look out for.
View latest scams

Report a scam.

Talk to us

If you believe you've been targeted by a scam, or any kind of fraud, contact us immediately. From overseas call +64 9 912 8000.

Call 0800 400 600

Email us

If you’ve received a suspicious email forward it to our dedicated phishing inbox.

phishing@westpac.co.nz

Report to other agencies

Once you have spoken to us, you should report scams to other agencies so that they can take steps to prevent other people being targeted by them and losing money. 

Things you should know.

Westpac’s General Terms and Conditions require you to, amongst other things, safeguard your Security Details, notify Westpac immediately of any security breach, and provide all relevant details of any fraudulent activity.

Payments that you authorise yourself are generally not considered fraudulent. It’s likely that you will be liable for any losses incurred and it can be difficult to recover the money once the payment has been made. Take care when making payments and ensure you take steps to protect yourself from scams.  If you believe you have been targeted by a scam, contact your bank immediately.