Card Security

ADCU has prepared this information to provide some guidelines on how to safeguard your ADCU cards and assist you in preventing unauthorised or fraudulent activity on your accounts.

This advice is intended to show how we can assist you to avoid becoming a victim of fraud. If you require further information, please call our Member Contact Centre on 1300 13 23 28.

CARD SECURITY

You are responsible for the security of your card at all times. To help protect your card you must:

• sign the card as soon as you receive it using a ballpoint pen
• carry the card with you whenever you can
• regularly check that you still have your card in your possession
• never give your card to anyone else to use, including friends or family members
• treat your card as if it were cash
• never leave your card unattended
• always retrieve it after using an ATM
• keep your card in sight if using it to make purchases
• notify ADCU immediately if you become aware that your card has been lost or stolen, or been used by someone else

If you no longer use or require your card, please notify ADCU and destroy the card immediately by cutting it into small pieces and sending them back to the credit union.

PIN AND CODE SECURITY

It is extremely important to keep your PIN as well as any internet or telephone banking access codes, secret. To protect these codes:

• memorise and destroy any record or document that we send containing codes
• if you have difficulty memorising your PIN, use our PIN changing machine to change it
• do not store or keep a record of your PIN with or near your card
• do not disclose your PIN or access codes to anyone, including family, friends or anyone purporting that they are from ADCU
• notify ADCU immediately if you become aware that your PIN or access codes have been lost, stolen, become known or used by someone else
• ADCU will never ask you to disclose your PIN or access codes. Similarly, if you are asked to do so by police or merchants, you should never divulge them. You may be held liable for any fraud losses where you have disclosed your PIN or access codes
• in the event that ADCU needs to contact you, we will do so by telephone, mail or secure message which can only be accessed once you have logged onto online banking. We will never ask you to reveal your online banking access code or send a request to you with a link to our online banking system which requires you to enter your member number and access code for verification purposes
• your ADCU Visa card contains an additional three digit security code on the signature panel. This code should be treated in the same manner as your PIN or access codes. You should not disclose this code unless you have initiated the transaction yourself. You may need to provide this code when you initiate a purchase over the telephone or internet. If you receive a phone call requesting this code, do not disclose it to the person requesting it
• always attempt to cover the PIN pad when entering your code so that your PIN cannot be seen by anyone else or hidden cameras

Information about chargebacks

A chargeback is a right that we exercise on behalf of a member holding a debit or credit card (the cardholder). It is a right to charge back responsibility for a credit (or debit) card transaction from the cardholder’s financial institution to the merchant’s financial institution.

If you dispute a credit or debit card transaction we will promptly claim a chargeback right on your behalf where one exists. However, for us to be able to do this you must dispute the transaction as soon as possible as our right to seek a chargeback only lasts for a limited period of time.

What if my card is lost or stolen?

Report the loss of your card as soon as you can by calling the lost and stolen card hotline.

1800 224 004 (Toll free National)
+61 2 9959 7480 (International)

or call the Visa International Hotline specific to the country you are in

Questions?

If you have any questions, please contact us