Fraud Bureau Service 

Managed by expert fraud specialists, the Fraud Bureau Service (FBS) offers our members 24/7 protection against fraudulent transactions throughout the year.

If they cannot get in touch with you, they will assess whether the transaction is suspicious based on various criteria. They might temporarily block your account for safety until they can contact you.

Please remember, we will never ask you to:

  • Enter personal information via a link, or
  • Provide login credentials, one-time passcodes, or card details over the phone.
  • Transfer money to a new account, or another bank.

Cards & New Payments Platform (NPP) Services

Low risk transactions

For card transactions deemed low risk and marked as suspicious, a 2-way SMS will be sent to you, asking you to reply “YES” (if the transaction is legitimate) or “NO” (if the transaction is fraudulent).

Low risk transactions include:

Card alerts only (not (NPP/Osko) or transfers).
Card-not-present transactions
Visa payWave transactions.

Approved transaction confirmed as fraud

'A transaction has been approved for AUD 56.88 at 09:45PM AEDT/AEST at merchant SHOP on your card ending 6789. Please confirm if you made this transaction by replying 'yes', else reply 'no'. Alternatively, call Northern Inland Fraud Department on 1300 705 750

If you respond “YES”, all blocks will be lifted from your card and a follow-up SMS will be sent as follows.

"Thank you for confirming you made this transaction. This helps us provide you with an effective fraud monitoring service"

If you respond "No"

“Thank you for confirming you did not make this transaction. Restrictions will remain on your card to protect your funds. We will be calling you shortly to talk you through what happens next. You can also call us on 1300 705 750”

Declined transaction confirmed as fraud

'Restrictions have been placed on your card ending 6789 and declined the transaction of AUD 56.88 at 10.30PM AEDT/AEST at merchant SHOP. Please confirm if you made this transaction by replying 'yes' else reply 'no'. Alternatively, call Northern Inland Fraud Department on 1300 705 750.'

If you reply "Yes", a follow-up SMS will be sent as follows:

Thank you for confirming you made this transaction. This helps us provide you with an effective fraud monitoring service. Restrictions on your card have now been removed; please re-attempt your transaction. 

If you reply "No" a follow-up SMS will be sent as follows:

Thank you for confirming you did not make this transaction. Restrictions will remain on your card to protect your funds. We will be calling you shortly to talk you through what happens next. You can also call us on 1300 705 750. 

For any suspicious activity which takes place between 10.00pm and 7.00am, the FBS will:

Send you a 2-way SMS between 10.00pm and 7.00am following the above process. Send you an SMS between 7.00am and 8.30am with the following message: "Please contact Card Monitoring on 1300 705 750 / +61 2 8299 9534 and select Option 3 to confirm card transactions. Do not reply. Northern Inland Credit Union Limited." Call you on the number on your Member file after 7.00am (AEST local time) to discuss the transaction.

 

The FBS may block a transaction if they believe it to be suspicious.  If their investigation shows that the transaction was genuine, they will remove the block and send you a 1-way SMS (an SMS that you DO NOT need to respond to). You will then need to retry the transaction.  The 1-way SMS will be sent to you from phone number 0437 126 492 and will contain the following message: "Your card/account was recently restricted due to an attempted transaction at XXXXX for $XXXXX.XX at HH:MM AEST/AEDT. We have reviewed the transaction and removed the restriction. Please contact us if you are unaware of this transaction. Northern Inland Credit Union Fraud Department." If the transaction is not genuine, please call the FBS on 1300 705 750.

How to validate our call

The call will come from a Sydney-based landline, and we will leave you a message to call us back. You will then have the option of confirming the legitimacy of the call by visiting this page of our website to find the number below: 1300 705 750 This will connect you with the FBS team. You will then be required to quote your Member number or mobile number, and an FBS specialist will be able to confirm the reason for the call. More information to learn more about our Fraud Bureau Service, call us on 02 67635111. For more information about protecting your personal information and accounts, check out our Scams and Security page.