Debit Card Fraud

Your debit card (“CashCard”) that is used for ATM withdrawals and EFTPOS transactions is a highly valuable item requiring careful attention to the safety of the card and particularly the PIN (Personal Identification Number) that allows access to these funds. We offer some valuable advice for their safeguarding

• Keep a separate record of the card number, expiration date, and The Rock’s lost and stolen cards hotline 1800 639 419 so you can provide these details in the event the card is lost or stolen. This should be done immediately.
• Cut up old cards before disposing of them to ensure they cannot be used again.
• Carefully check that EFTPOS transaction amounts are correct before entering your PIN to authorise the transaction.
• Regularly check transactions on our internet banking facility and compare the listed transactions with their receipts, looking for questionable transactions or sudden changes in balance.
• Criminals can initiate transactions on a cardholder’s account by fraudulently obtaining the card data and PIN. This is usually done without the cardholder’s knowledge. To reduce the incidence of this type of fraud, cardholders need to be vigilant at ATMs.
• Watch for “shoulder surfing” (i.e. the practice of looking over cardholders’ shoulders while they are entering their PIN)
• Keep the card in your sight at all times and only allow the “swiping” on the EFTPOS terminal. Card “skimming” out of sight can lead to personal details being compromised. (Note however that your PIN is NOT stored on your card)

  PINs (Personal Indentification Numbers)

  It is imperative that each PIN is kept secure and known only to the cardholder. The following measure will assist in preventing the PIN falling into the wrong hands.
• You can change your PIN to a personally-selected number at any Rock ATM or branch and we encourage you to do this regularly.
• Ensure PINs are of sufficient length to make it difficult for anyone to derive them through calculation or guesswork.
• Do not make them your or a family member’s birthday (even if the numbers are not in order) or part of your phone or car registration number or address.
• Memorise your PIN – it should never be written down.

  Please note:- For your protection, cards are disabled after 3 consecutive invalid PIN attempts and are not re-enabled until you are properly identified by Rock staff. See section 6 of our Terms & Conditions for other essential details of your responsibilities in relation to card usage.