Privacy & Security

Customer Alert:

Beware of suspicious telephone calls. We won't contact you by phone with the offer of a preapproved credit card. If you receive a phone call from someone offering you a preapproved credit card - on the basis you supply them with personal information such as drivers licence, address details, income details - report it to the police or contact us on 13 37 39.

Protect your identity by keeping your personal data in the right hands. For more information view the Australian Bankers Association fact sheet on protecting your identity.

Tips to "Spot" and "Avoid" Scams

Internet Banking Security Tips

Before Logging On to Virgin Money Online

  • It's important you protect your computer and information with some easy-to-use tools such as firewall programs, email filters, anti-virus software and spyware filters
  • Review your account statements as soon as you receive them and notify us immediately of any unauthorised transactions
  • Always type my.virginmoney.com.au into your browser when signing on to Virgin Money Online.

While Logged On to Virgin Money Online

  • We will never send you emails containing links. It's important not to click on any links to Virgin Money Online from an email
  • Keep your ATM PIN secure and never disclose it to anyone
  • Do not select an easily identifiable ATM PIN like 1111, 1234 or dates of birth
  • Before submitting information through a website, look for the "padlock" icon on your browser's status bar or that the website address starts with "https://" and not just "http://"- when such security details are present, your information is in a secured session
  • Contact us immediately on 13 37 39 (+61 2 8288 2222) if calling from overseas) if you notice a discrepancy in the date and time of your last sign in. This information is found at the top of the "My Home" page after you login to Virgin Money Online
  • Misspelled words either in the email message or within the website may signal a potential scam
  • Always exit Virgin Money Online by clicking on the "sign-off" option, do not just close your browser
  • If you suspect your account has been compromised in any way, call us immediately on 13 37 39 (+61 2 8288 2222 if calling from overseas).

We will never send emails to you to verify personal and/or account information.

It is important you disregard and report emails which:

  • Request any customer information - including your ATM PIN or account details. Therefore, you should not reply to emails that request such information
  • Ask you to contact a phone number to verify your card or account details. Always call us on 13 37 39 (+61 2 8288 2222 if calling from overseas)

Protect your personal computer

  • Install up to date anti-virus software on your computer to safeguard against viruses being downloaded onto your system
  • Use a personal firewall to prevent unauthorised access to your computer
  • Use an up to date operating system (such as Microsoft Windows XP) and Internet browsing software
  • Learn more about software and browser requirements to effectively protect your computer.

Protect your personal and account data

  • Never disclose your ATM PIN to anyone, not even to a Virgin Money representative
  • Be careful when using public or shared computers, and check they use up to date anti-virus software and firewalls
  • Learn more about which browsers are recommended
  • Contact Virgin Money immediately on 13 37 39 (+61 2 8288 2222 if calling from overseas) if you suspect your personal or account data has been compromised.

How we are protecting you

We are committed to providing a secure online transaction environment for our customers. We use the latest technology and systems to deliver a range of security initiatives as part of an ongoing program to enhance the security of our online website.

  • All communication sent from your computer to our secure systems is encrypted to ensure the confidentiality of all data sent and received
  • Our dynamic on-screen keyboard, found on the sign on page of Virgin Money Online, is a means of protecting your password when you enter it. This sign on method consists of an on-screen keyboard from which your password is entered with your computer's mouse, rather than a keyboard which can be more easily targeted by key logging software
  • A digital certificate (found by clicking on the Padlock Icon in the Status Bar at the foot of the page ) is used to verify the identity and authenticity of our websites
  • Immediately upon signing in to Virgin Money Online, the "My Home" page details the date and time of your last sign in. Contact us immediately on 13 37 39 (+61 2 8288 2222 if calling from overseas) if you notice a discrepancy in the date and time of your last sign in
  • The Virgin Money Online website is constantly monitored by dedicated personnel 24 hours a day who review the website to identify opportunities to enhance the site's security and to maintain all the internet banking services available for our customers
  • You can contact us 24/7 for assistance with any queries.

If you believe your account has been compromised in any way, call us immediately on 13 37 39 (+61 2 8288 2222 if calling from overseas)

For more information the following websites are also available:

Australian High Tech Crime Centre

Australian Competition and Consumer Commission - Scamwatch

Australian Securities & Investment Commission

What could happen

Email fraud - spoof (also known as phishing or hoax)

A spoof website is one that mimics a popular company's website to lure you into disclosing confidential information. To make spoof sites seem legitimate, thieves use the names, logos, graphics and even code of the real company's site.

Although they can be difficult to spot, these sites generally ask you to click a link to a spoof website and request you provide, update or confirm sensitive personal information. As bait, they may allude to an urgent or threatening condition concerning your account.

Signs of a spoof email

There may be a sense of urgency. Example: Your account will be closed or temporarily suspended or you will be charged a fee if you do not respond

Advise customers to contact a phone number to verify your card or account details

There are embedded links that look legitimate because they contain all or part of a genuine company's name. These links may take you to spoof sites that ask you to enter, confirm or update sensitive personal information

There may be obvious spelling errors. These errors enable spoof emails to avoid the spam filters that internet service providers use.

If you've received one of these emails, please call us on 13 37 39 and forward it to expert@virginmoney.com.au. As email spoofs continuously evolve, providing us with examples will help our ongoing investigations. Email spoofs can continually evolve, and even slight variations, like differences in the embedded links, will aide our investigations.

We will never send emails to you to verify confidential, personal or account information.

If you believe your account has been compromised in any way, call us immediately on 13 37 39 (+61 2 8288 2222 if calling from overseas)

For more information the following websites are also available:

Australian High Tech Crime Centre

Australian Competition and Consumer Commission - Scamwatch

Australian Securities & Investment Commission

Q.

What should I do if I suspect that I've received a phishing email?

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How can I ensure that I'm communicating with a financial institution during secure session?

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What should I do if I've already provided my credit or debit card information to a possible phishing email?

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How is my information transmitted safely over the Internet?

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How can I tell if my browser session is secure?

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What do I do if I've downloaded a virus or Trojan program?

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What is a Digital Certificate and how does it help to ensure security?

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Can other people view my personal information when I am using the Internet?

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Are email transmissions secure?