Rural Bank takes extensive measures to protect customer information and provide a secure environment in which to perform your banking.
How we protect you
Rural Bank is very conscious of protecting the security of its customers information. We have taken several steps to ensure the confidentiality of your personal and account information. These include:
- Robust firewall technology to prevent unauthorised access to the Bank's systems
- A security team that constantly monitors the system for suspicious activity and we have implemented world class security measures to address the issues associated with banking online.
- The generation of automatic alerts when abnormal activities occur
- 256 bit data encryption to protect your password, account details and other sensitive information including any messages sent via Secure Email, from being accessed by an unauthorised party; and
- A short time-out limit that automatically logs you off and ends your session.
Data encryption is used as a means of disguising messages sent from one computer to another computer to obscure its meaning. Rural Bank employs the highest level of encryption available via Secure Socket Layer (SSL) technology to protect your personal details.
Visible indicators that you are securely connected include the 'padlock' symbol usually displayed in the bottom left hand corner of your browser screen at and after log-on.
You can double click on it to confirm that the certificate of authenticity has been issued to Rural Bank.
The website address in the address bar of your Internet browser should always be prefixed by https as shown in the following example https://bank.ruralbank.com.au/banking/RBLIBanking. This ensures you are on our secure web server.
Rural Bank general information screens are not data encrypted as they do not allow any private information to be processed. These screens are prefixed by http only.
Rural Bank Security Tokens
Rural Bank offers all internet banking customers an option to use security tokens as an added level of security, or for PayAnyone access the use of security tokens are compulsory. Learn more about security tokens.
How to protect yourself
We have implemented world class security measures to address the issues associated with banking online, but it is equally important that our customers treat the security of their personal computers just as seriously.
To ensure your internet banking is secure, we recommend the following:
- Always log on to internet banking by typing www.ruralbank.com.au or www.ruralbankone.com.au
- When online with Rural Bank, always check the address field displays our official website, www.ruralbank.com.au (The address field will not be visible once you are logged into internet banking).
- Never follow an email link which takes you directly to a logon screen.
- Use a security token for a second level of authentication.
- Keep your computer up to date by installing the latest security software and 'patches' for your operating system.
- Ensure you have installed anti-virus/spyware software installed along with a firewall – and keep them up to date.
- Make sure you have a current backup of your important personal information/files.
- Delete spam emails and do not open email attachments or click on links in emails from strangers.
- Do not respond to an unsolicited email asking you for personal information or financial details.
- Be aware of email, internet and telephone hoaxes and scams – if something appears too good to be true, it almost certainly is.
- Only conduct financial transactions online using computers you know are secure. If possible avoid using shared computers, such as those as internet cafes, hotels and airports.
- Always exit your internet banking session when finished, by clicking the 'Log off' button in the top right-hand corner of the window.
- Always check there is a padlock symbol on the bottom right corner of the log-on page (where you enter your PIN and Access ID). Click on the padlock to verify you are dealing with Rural Bank.
- Never divulge your PIN. Rural Bank will never ask you for your PIN (either in person or by email).
- Never leave your computer unattended while logged on to internet banking.
- Regularly check your account balances and transaction histories and immediately report any discrepancies to Rural Bank.
- You should protect the security of your PIN and Access ID at all times. Allowing somebody to know these details is the same as giving them a signed blank cheque. If you believe your details may have become known to another person, you should log on to our internet banking site immediately and change your PIN.
You should immediately be suspicious of any phone call, email or correspondence which asks you to disclose your banking details.
To be certain the caller is an authorised bank representative, you can always ask to call us back, then dial Rural Bank internet and phone banking Support Services on 1300 651 839 or our Customer Service Centre on 1300 660 115 for a local call cost. Rural Bank or its staff should never, for example, ask you for your PIN (although in some circumstances we might ask you to verify your Access ID).
If you receive a suspect email
- Do not open it
- Delete it from your Inbox and then permanently delete it from your Deleted Items folder
If you have clicked on the link in the email
- Use your virus protection software to scan your computer for viruses and Trojans.
- After scanning your computer, contact Rural Bank on 1300 651 839 (until 8.00pm weekdays EST, 6.00pm Saturday and 4.00pm Sunday EST). If necessary, we can reset your Access ID.
- Once you are certain your computer is virus-free, we suggest you change your internet banking PIN for peace of mind.
- It is critical that you ensure your computer is free of viruses before logging on to internet banking. If you have any questions about virus protection, please contact your software vendor or your internet services provider.
Contact us if you have a concern
If you believe your internet banking details may have been compromised by one of the methods above, please contact Rural Bank immediately on 1300 651 839. Alternatively, you can alert us of any suspicious activity you have witnessed by contacting us.
Debit card security
Rural Bank regularly monitors and reviews our systems and procedures and introduces new security measures.
At Rural Bank the security of your account and your money is important to us. That is why we have introduced chip technology to the Rural Bank debit card.
Widely used around the world, chip technology is now the global standard for debit and credit card security. The chip is embedded on the front of your card above the card number. The chip securely stores your card’s data, making it harder to fraudulently copy your card. The chip does not contain any of your personal information or details.
With chip technology you have an additional layer of security and can continue to use your Rural Bank Visa debit card in Australia and around the world.
Rural Bank Visa debit cards now feature contactless technology with Visa® payWave. The fast and secure way to pay, contactless technology allows you to speed through the checkout when using your Rural Bank Visa debit card.
By simply tapping or waving your card, you can complete purchases under $100 without entering your PIN or signing for the transaction.
The transaction is completed within seconds, making it quicker for you to finalise your purchase and be on your way. It's perfect for small purchases like coffee or lunch or when you want to beat the queues.
Widely accepted at thousands of retailers, fast food restaurants, cafés, petrol stations, convenience stores, supermarkets and more, you'll be on your way quicker, with contactless technology.
Find out more about Visa® payWave.
Lost or stolen card
If your card has been lost or stolen please contact Rural Bank immediately on the relevant phone number.
Business hours: 1300 132 741
After hours: 1800 035 383
Overseas: 61 3 5485 7872
Facsimile: 03 5433 9843
When using your Rural Bank debit card it is essential to protect your PIN at all times. To help protect your PIN we recommend that you:
- Choose a unique PIN that is not easily identified with you (for example, don't use your phone number, postcode or date of birth).
- Do not write your PIN on your card, or keep your PIN in your wallet.
- Do not let anyone else know your PIN.
- Do not let anyone else see your PIN when you enter it into an ATM or EFTPOS terminal.
- Do not reveal your PIN to anyone, even if contacted by someone claiming to be from Rural Bank .
How to protect your Rural Bank Visa debit card
It is equally important to keep your debit card safe. We recommend that you follow these tips:
- Sign your new card as soon as you receive it.
- Only carry the cards you need.
- Avoid placing cards in your pockets, where they can easily fall out.
- Make sure that your cards fit snugly inside your wallet or purse.
- When making purchases, never lose sight of your card to reduce the chance of someone ‘skimming’ your details, i.e. using a device to copy the details from your card.
- Look out for suspicious devices on ATMs or pinpads.
- Watch for people looking over your shoulder while you are using the ATM.
- Keep your receipts and check them against your statements.
- Destroy expired or unwanted cards properly by cutting through the signature and magnetic strip and any chip.
- Report any lost or stolen cards immediately.
Safe shopping online with Verified by Visa
To protect you from unauthorised card use when you’re shopping online with participating retailers, your Rural Bank Visa debit card is automatically included in the Verified by Visa program.
When you’re making a purchase online at a participating online retailer, you may be asked to verify your identity to ensure that the owner of the card is the person completing the transaction.
Verified by Visa may ask you to supply your Customer Number during the checkout process at participating online merchants.
Frequently asked Questions
What is my Customer Number?
You can locate your customer number in one of two places.
- On Rural Bank statement
- Within Rural Bank Internet Banking (Your customer number is shown in ‘Account Balances’ menu)
For example, 12345678/01. Your customer number is 12345678.
In some circumstances you may have more than one customer number. Please ensure that the customer number that you provide relates to the correct Visa Debit card and account.
If you are having any difficulty locating your customer number please contact the Rural Bank Customer Service Team on 1300 660 115.
Why should I use Verified by Visa?
This free service protects your card against unauthorised transactions, giving you confidence when shopping online with your Rural Bank Visa Debit card.
How does Verified by Visa protect me?
Verified by Visa may request that you verify your identity when making purchases at participating online retailers – giving you the added confidence that only you can use your Rural Bank Visa Debit card.
Will the merchant see my information?
No, any communication between you and Rural Bank is not visible to the merchant and none of your account information, including your customer number, is ever shared with the merchant.
Will I need a new Debit card to use the service?
No, Verified by Visa works with your existing Rural Bank Visa Debit card's.
Do all online retailers participate in Verified by Visa?
No, only participating registered retailers will display the Verified by Visa logo on their website.
Can I continue to shop online with my Rural Bank Visa Debit card if I do not wish to provide my customer number?
No, you cannot bypass the window which requests your customer number. If you are unable to provide your customer number you will be returned to the online store with the option to continue with another form of payment.
Is the Verified by Visa service free?
Yes, this service is free.
Want more information on the Verified by Visa Service?
Please click here or call the Rural Bank Customer Service Team on 1300 660 115.
Fraud and scams
At Rural Bank we are committed to keeping your money safe and secure. We proactively investigate suspected fraudulent activity on your account and will notify you if necessary. You will be reimbursed for any amount that is proven to have been fraudulently removed.
Fraudsters use a number of techniques to trick unsuspecting victims with the intention of stealing funds from their accounts. Subsequently, it is important to be aware of the latest scams and how to be protected.
Phishing (hoax emails and phone calls)
Phishing is the practice of sending hoax emails claiming to come from a genuine company in an attempt to trick you into disclosing personal information such as bank account numbers, passwords and bank card numbers. These emails generally ask you to ‘update’ or ‘verify’ your personal information and contain a link to a fake website. If you log on the fake website, your personal information will be recorded and this information will be used to steal money from your account.
Alternatively, the hoax email might claim that your account will be closed or other problems could occur if you don't call a customer support phone number. This is called Voice Phishing or Vishing. The phone number provided in these emails is fake and if you call the phone number, the visher will ask for your account number, PIN and other personal information.
There are common elements that can help to identify a phishing email, these include:
Generic or no salutation
Phishing emails are sent out at random to bulk email lists. The phishers will almost certainly not know your real name or anything else about you, and will address you in vague terms like "Dear Valued Customer" or not address you at all.
Phishers are generally individuals, not organisations and it is common that there are small grammatical and punctuation mistakes in their emails.
Incorrect website address
The fake website address contained in a phishing email will be different to a company’s authentic website address. The fake address generally resembles a company’s authentic address but is altered slightly by adding or omitting letters. For example, the genuine Rural Bank website address is 'www.ruralbank.com.au', instead the phisher may use a fake website address like 'www.rurlbank.com.au' or 'www.verify-ruralbank.com.au
Additionally, Rural Bank conducts online transactions through a secured protocol called Secure Socket Layer (SSL). This requires the website address to begin with https:// instead of http:// If you find the website address to be only http://, then it is most likely a phishing email.
Asking for your personal details
You should immediately be suspicious of any phone call, email or correspondence which asks you to disclose your banking details. Rural Bank or its staff should never, for example, ask you for your PIN (although in some circumstances we might ask you to verify your access ID).
To be certain the caller is an authorised bank representative, you can always ask to call us back, then dial Rural Bank Internet and Phone Banking Support Services on 1300 651 839 or our Customer Service Centre on 1300 660 115 for a local call cost.
To find out more information about phishing and other scams please visit the Australian Competition & Consumer Commission Scam Watch website www.scamwatch.gov.au
A virus is a malicious software program that invades your computer. There are many viruses, some cause damage to your computer and others use the infected machine's internet connection to launch an attack on another computer or computer network.
A particularly serious virus is one that records keystrokes and logs your activities including your Internet Banking account numbers and PIN, network passwords and debit card number entered into online shopping sites. This information is then sent back to fraudsters who may use it to steal from your account and make purchases on your cards.
Keeping you browser, firewall and anti virus software up to date will help protect you against viruses and security threats.
A Trojan horse is a computer virus that disguises itself as useful software available on the internet. These programs can damage your computer and result in spyware being installed, strangers accessing your private files, capturing keystrokes or taking screen shots of websites you have visited. This information, which may include account information and passwords, is then sent to the fraudsters over the internet.
The most common means of infection is through email attachments. Typically the fraudsters send out emails at random offering recipients a free game, movie, song etc if they click on the file attached. The attachment will contain the virus, when opened it will infect your computer.
To protect your computer from Trojans and spyware you should keep your browser, firewalls and antivirus software up to date.
If you suspect a third party is or has accessed one or more of your accounts, you should immediately phone Internet Banking Support Services on 1300 651 839. We will put an immediate stop on your account and investigate the situation. Following the investigation, you will be issued with a temporary PIN that will need to be changed when you next use the service.
For more security information
The following sites can be visited for more information on security issues in general relating to internet usage.
- Australian Securities and Investment Commission's financial tips and safety checks - www.fido.asic.gov.au
- Australian Computer Emergency Response Team - www.auscert.org
- The Centre for Internet Security - www.cisecurity.org
- Australian Federal Police Cybercrime centre - https://www.afp.gov.au/what-we-do/crime-types/cybercrime
- Australian Competition and Consumer Commission (ACCC) SCAMwatch - www.scamwatch.gov.au
Australian Bankers' Association Fact Sheets
You should always carefully check your statements when you receive them and regularly review your accounts transaction activity online. If you notice any apparent errors or possible unauthorised transactions you must advise us immediately.
The Card Schemes have a dispute resolution process which sets out the specific circumstances and timeframes in which a refund can be claimed on a disputed retail purchase transaction.
This is referred to as a ‘chargeback right’. We will claim a chargeback right where one exists and the transaction has been disputed within the required time frame. The timeframes for us to process a chargeback vary between 45 days and 120 days from the date of the transaction, depending on the type of dispute.
Our ability to dispute a transaction on your behalf may be lost if you fail to notify us within the required timeframes. For this reason, it is in your interest to report any disputed transaction to us immediately as failure to do so may result in your claim being declined.
Similarly, the ePayments Code also has a dispute resolution process in place that deals with any transactions made with a PIN, password or access number and transactions made over the internet or telephone using a card.
To query or dispute a Mastercard, Visa, ATM or EFTPOS transaction, simply download and complete the PDF form below, then:
fax it to (03) 5485 7672
If faxing from overseas: +61 3 5485 7672
mail it to:
Rural Bank Limited
PO Box 3660
Rundle Mall SA 5000
- scan and email it to firstname.lastname@example.org
To download the Card Transaction Dispute form simply click the PDF icon below.
Card Transaction Dispute form (PDF, 124kb)