How CommBank protects your accounts
Commonwealth Bank employs various security systems to monitor for unusual activity on your accounts and cards. These systems include real-time transaction monitoring, which may flag potential fraud, and multi-factor authentication (MFA) to ensure that only you can access your digital banking platforms. Keeping your personal information and banking credentials secure remains a shared responsibility between you and the bank.
You can also take control of your security settings directly through the CommBank app and NetBank. Features like "Lock, Block, Limit" allow you to manage your card's functionality, while push notifications provide timely alerts for transactions, enabling you to identify and report any unauthorised activity without delay.
| Category | Details |
|---|---|
| Management Methods | CommBank app, NetBank, or via 13 2221 |
| Action Timing | Suspicious activity reports should be made immediately |
| Eligibility | Available to all retail and business banking customers |
| Key Requirements | Registered NetBank access and current contact details |
Steps to secure your account
Following these practices helps reduce your risk of exposure to fraud:
- Enable app notifications: Log in to the CommBank app and ensure push notifications are turned on. This provides alerts for transactions, allowing you to catch potential issues as they happen.
- Use multi-factor authentication: Ensure you are registered for NetCode. This adds an extra verification layer to your logins and high-risk transactions.
- Manage card controls: Use the "Cards" section in the app to temporarily lock your card if you cannot find it or notice an unfamiliar transaction.
- Review statements regularly: Monitor your transaction history frequently. If you see something that doesn't look right, report it to the bank immediately by messaging through the app or calling 13 2221.
Troubleshooting common issues
- MFA or Login Issues: If you are unable to log in due to MFA failures, ensure your device time settings are set to "automatic" and your app is updated. If you remain locked out, contact the bank's digital support line to verify your identity.
- App or Browser Errors: If the app stops responding during a security check, try clearing your cache or restarting the application. Persistent errors may indicate an outdated app version that needs updating via your device's app store.
- Locked Account/Access: If your access is locked after a security alert, it may be a preventative measure taken by the bank. Call 13 2221 to speak with a security specialist who can help verify your recent activity and restore your access.
Pro-Tip: Use the "CallerCheck" feature in the CommBank app if you receive an unexpected call claiming to be from the bank. This sends a security notification to your app so you can verify the caller is legitimate before sharing any information or taking action.
Frequently Asked Questions
Q: What should I do if I notice a transaction I didn't make?
If you see an unfamiliar transaction, first verify if it could be a delayed payment or a subscription you forgot about. If you are certain it is unauthorized, you must report it immediately. You can lock your card in the CommBank app to prevent further charges, then contact the bank via the app or by calling 13 2221 to dispute the charge and secure your account.
Q: Will I be liable for unauthorized transactions?
Your liability depends on whether you have taken reasonable steps to protect your credentials, such as not sharing your PIN or password. If you provide your details to a third party or delay reporting a lost or stolen device, you may be held liable for losses. Always keep your security codes private and notify the bank as soon as you realize a card or device is missing.
