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Online security

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By taking some simple precautions, you can increase your level of online security. While technology has made things easier, nothing will protect you against fraud if you are careless with personal information. By keeping your personal information secure and being aware of security, you can play an important part in protecting your personal financial information and preventing fraud.

Keeping your personal information secure

  Be aware of fraudulent emails

Be very cautious of emails that have a link to a website and/or an Internet banking site that asks for personal details, your Member number, your Internet banking Access Code and/or credit card details.

  • Only click on a link in an email if you are absolutely certain that it is from a reliable source.
  • Do not click on emails where you do not know the sender or source and don't be duped by great offers coming through email.
  • Think twice about forwarding an email with a "great offer" to a friend/relative.
  • If you receive a suspicious email (especially ones purporting to come from a financial institution), do not act on the instructions contained in the email.
  • Avoid opening suspicious or dubious emails or attachments, even if the email is from someone you trust (the email and attachment could have been forwarded automatically without the person's knowledge).
  • You should not reply to "spam" emails or emails where you do not know the sender or source. It simply confirms that your email address is valid and you may receive further emails from them. You should simply delete the email.
  • Email is one of the prime movers for malicious viruses. Regardless of how enticing the "subject" or attachment may look, be cautious. Any unexpected email, especially one with attachments (from someone you may or may not know), could contain a virus and may have been sent without that person's knowledge from an infected computer. Should you receive an email of this kind and you are doubtful of its legitimacy, delete it.

You should be very cautious of any email that asks you to reply with or enter your personal details no matter how real it looks. Do not reply to emails that request your:

  • personal details
  • Member number
  • Internet banking Access Code, and/or
  • credit card details.

We will not request such information via an email.

  Protect your Member number/access code

To access your accounts, you will need your Member number and a personal Access Code. Your Access Code protects the security of your information. Access Codes will only keep outsiders out if they are kept secret!

Here are a few helpful tips to assist you in choosing and using your Access Code:

  • Have a unique Access Code for your Internet banking. Avoid using the same password for different online applications. Doing so puts your money at risk should anyone discover your single access code.
  • When choosing an Access Code, select something that you will remember easily but which will not be obvious to others.
  • Do not use your debit, credit or access PIN number or, your date of birth as your Access Code. Avoid repeated digits or simple sequences - where possible use a combination of letters and numbers. Refrain from using your birth date, telephone number, car registration, postcode or other words and numbers easily linked to you personally.
  • Keep your Access Code confidential - you should not share or reveal your Access Code to anyone. Do not disclose your Access Code to anyone including a family member, friend or a SERVICE ONE staff Member.
  • As an additional safeguard, it is advised that you regularly change your Access Code - we recommend every 30 days.
  • Do not write your Access Code down even if it is disguised.
  • Be wary of unsolicited calls or emails requesting personal information, Access Codes or card numbers.

Change your Access Code and notify us as soon as you suspect your existing Access Code has become known or used by someone else.

  Log in through the correct site

Only log in to Internet banking by using the Internet Banking section on the top right of our website homepage.

Don't forget to bookmark our homepage in your favourites

Never access Internet banking from a link in an email. If in doubt, contact us on 1300 361 761 or email us at

  When using Internet Banking look for the 'closed padlock' symbol at the bottom of your web browser

When logging into or using Internet banking, look for the closed padlock symbol at the bottom of your web browser. You can double-click the padlock symbol to view the server security certificate's details. The certificate informs your browser that the web site you are connected to is in fact SERVICE ONE's and not a "fake" site.

When using Internet banking, check to see that you are correctly accessing our secure site by looking at the address bar at the top of your browser. Check to see that the web address begins with "https://". Web addresses that begin with "https://" are secured (unsecured addresses start with "http://").

  Log out after using Internet Banking

Always log out completely from Internet banking and close the browser session after you have finished. When leaving your computer unattended, you should either shut it down or physically disconnect from the Internet connection. This lessens the chance that someone will be able to continue to use your current connection. We recommend that you do not access Internet banking via public access computers, e.g. Internet cafes, universities etc.

As an additional precaution, the Internet banking system has been set to automatically log out after 15 minutes if your banking session remains unattended.

  Install a firewall

We recommend you install a 'firewall' to protect your computer from unauthorised access over the Internet. A firewall is a software program that filters all Internet traffic between your computer and the outside world. It works to either block or permit Internet traffic to and from your computer. You can use the firewall to protect your home or business computer and any personal information it holds from offensive websites, spam and unauthenticated logins from potential hackers.

Major firewall providers include:

  Update virus/spyware protection

A computer virus is a program that attaches itself to another program, but changes the action of that program so that the virus is able to spread. Anti-virus software is designed to protect you and your computer against known viruses, worms and trojans. A trojan is a malicious program disguised as something harmless, such as a game or a screen saver, which in fact contains hidden code that allows an intruder to take possibly control of your machine without your knowledge.

New viruses are constantly appearing; viruses range from harmless pranks that merely show an annoying message, to programs that can destroy or disable a computer altogether.

  • It's important that everyone who uses a computer is aware of proper security practices. Protect your computer with up-to-date antivirus software. You should regularly update your computer system with the latest anti-virus software.
  • Avoid opening, running, installing or using programs/files you have obtained from a person or organisation that you do not know you can trust, especially unsolicited email containing file attachments.
  • Scan new programs/files/attachments for viruses before opening, running, installing or using them.
  • Ensure you have the latest available updates and anti-virus definitions for your anti-virus software. Unless your software is kept up-to-date it will quickly become ineffective at preventing virus infection.
  • You should regularly scan your computer with current anti-virus software to ensure your system is not infected by a virus.

Major antivirus software providers include:

  Keep your computer software up to date

Virus writers and hackers look for vulnerable areas of software programs to gain unauthorised access to PCs. Publishers of software programs provide updates from time-to-time to solve vulnerabilities that are discovered in their programs. The publisher will normally release a security upgrade as a 'patch' to your existing program.

You should check your computer security on a regular basis and download the latest security updates. To check for updates and patches you should visit the publisher's website, typically in their 'Download' section.

Use the latest version of your Internet browser: we use 128-bit technology in data encryption to protect your personal information. To take advantage of this feature you'll need to ensure you are using the latest version of your Internet browser.

  Disable password AutoComplete settings on your Internet browser

AutoComplete functions remember your personal information and passwords.

You should consider disabling the auto password auto completion function on Internet Explorer by clicking on Options, Internet options, selecting the Content tab, clicking AutoComplete, deselect the 'Use AutoComplete for user names and passwords on forms' box. You can clear any stored passwords in this section also.

In addition, do not download any computer software that remembers and pre-populates any of your access details required to logon to Internet banking.

  Keep track of your records

If you print or save copies of your account records/transactions, make sure these are kept in a secure location.

If you suspect that an unauthorised transaction has occurred, please contact us immediately on 1300 361 761 or email us.

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