At Police Credit we understand that you want to feel safe when shopping or travelling with your credit or debit card. To allow you to do so with a level of comfort we have a card monitoring program to provide additional security protection, wherever you are 24 hours a day. This is through our fraud management service provider ORION.
ORION monitors your card transactions and in the case of suspicious transactions will contact you directly and as soon as possible. In the event that you are not contactable ORION will restrict your card.
We recommend you contact Police Credit before travelling overseas and update all your contact details while away. We also recommend that as a precaution, you should have more than one way to access your accounts in case of an emergency (for example, you may have both a debit and a credit card or consider arranging for your partner to be an additional cardholder to access your debit card account).
To protect yourself against card fraud:
Always keep your card within sight during a transaction
Always remove your card from an ATM – some ATMs overseas, such as in Bali, may not prompt you to remove your card as ATMs in Australia will do – it may not be until after you have taken your cash!
Always review your account online and statements when received and contact us if there are any unauthorised/unknown transactions as soon as possible, as time limits of between 75 and 120 days apply to the ability to chargeback transactions with VISA
Always treat your cards as if they were cash – remember they are the keys to your account
Follow the advice located through this website on properly undertaking ATM transactions and keeping your card and PIN secure
Read the Conditions of Use on card use and the Product Disclosure Statement for further advice on security and requirements of use
If you suspect any fraudulent or unauthorised transactions on your card account, contact us immediately
Using your VISA Card – Security on the Internet
You are able to use your VISA debit and credit cards to make purchases online. When you do so, make sure:
You only shop at secure websites – check that the website has a padlock (usually located in the tool bar of the screen) which helps to protect your information sent via the internet
Only use reputable online merchants or stores
Always read the terms and conditions of purchase – do not just accept them or purchase without reading. These may affect your ability to return goods and/or our ability to seek a chargeback on your behalf
Verify appropriate contact and mailing details for the merchant so that you can further any dispute with them
Ensure your computer has up-to-date virus and firewall protection
Contact us immediately if you believe you have been subject to an online scam
Further useful information on security is available at the Australian Securities and Investments Commission consumer website www.moneysmart.gov.au
More information on how to avoid being caught by email fraud and other scams is also available at www.moneysmart.gov.au
Our General Information, Terms and Conditions booklet explains that a chargeback is a right we exercise on behalf of you (the cardholder of a debit or credit card).
If you dispute or do not recognise a card transaction, contact us immediately and report any unauthorised transactions and we will claim a chargeback right on your behalf where one exists.
As a cardholder, you have rights under the rules of Visa card scheme to dispute card transactions. If you believe a purchase was not properly authorised, processed, or there is some other problem, you may have a right to recover the amount of the purchase under the Visa scheme’s ‘Chargeback Rules’.
If your claim fits within the Chargeback Rules and you have notified us within the set timeframes, we will charge back the transaction as quickly and efficiently as possible. There is also a dispute resolution process outlining various circumstances and timeframes.
A dispute may relate to a fraud where you did not authorise the transaction. Occasionally, a merchant may continue to charge a cardholder for a recurring transaction despite notification of cancellation.
A cardholder may have received damaged or defective merchandise or the merchandise did not match what was described in the documentation provided to the cardholder. Where the merchandise is damaged, defective or is not as described, the VISA Chargeback Rules require a cardholder to have sent the merchandise back to the merchant, provide documentation verifying the return of the goods and wait 30 days before we can claim a chargeback on your behalf. This period allows the merchant time to provide a refund or credit for the item, directly to the cardholder.
It is very important that cardholders read and understand any terms and conditions with their purchase. A dispute involving these terms and conditions may not be resolvable to the cardholder’s satisfaction by using a chargeback, as it may not fit within the Chargeback Rules.
To gain a chargeback where it is alleged goods or services were mis-described, it needs to be shown clearly that the goods or services were mis-described to you. Therefore, you should try to avoid voluntarily assuming unnecessary risks when completing your purchase by failing to read the terms and conditions on the website in regard to purchase, or buying a product without adequate description as to quality, or purchasing an item at an excessively discounted price from what an original sells for (especially from a non-reputable Internet merchant). In such circumstances, a chargeback right may not be available or be refused by the merchant’s financial institution as outside the rules of the particular scheme. This may be because there is a lack of evidence of mis-description or insufficient evidence of fraud.
To help protect yourself, please refer to the section above entitled “Using your VISA card – security on the Internet”.
As a service to our members, generally where it is reasonable to believe clear fraud has taken place, Police Credit will credit your account with an equivalent amount to that debited fraudulently and then seek the chargeback on your behalf. Where the chargeback relates to other types of dispute between cardholder and merchant, we may not credit the account immediately, but still seek the chargeback on your behalf if it is within the card’s Chargeback Rules.
Claims for chargebacks are subject to time limitations varying from 75 days to 120 days depending on the transaction’s reason code, therefore you need to check your statements as soon as possible after they are received and notify us immediately of any suspect transactions.
Please remember that disputed transactions can take some time to resolve. However, be assured we will let you know as soon as possible once we are advised of the outcome. You will have a reference number allocated to your chargeback request and to find out the status of a chargeback request, call us on 13 63 73 and quote this number.
How to lodge a chargeback claim
Please contact Police Credit on 13 63 73 option 3 (if overseas, call +613 9268 9373).