Fraud Monitoring

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 we have a card monitoring system with additional security protection, wherever you are 24 hours a day. This is our fraud management service provider ORION.

ORION monitors your card transactions and in the case of suspicious transactions will contact you as soon as possible and restrict your card in the event that you are not contactable.

We recommend you contact Police Credit before leaving to travel 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 credit card or consider an additional card holder to access your debit card account).

Card Fraud

To protect yourself against card fraud:

 Always keep your card within sight during a transaction

 Always review your statements when received and contact us if there are any unauthorised transactions as soon as possible as time limits of between 75 and 120 days apply to the ability to chargeback transactions with VISA (see below)

 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

Using your VISA Card – Security on the Internet

You are able to use your VISA debit and credit card to make purchases over the Internet. 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 internet 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

 Please contact us immediately if you believe you have been subject to an Internet scam

 Further useful information on security is available at www.moneysmart.gov.au

Email Fraud

Follow this link to advice form ASIC on avoiding being caught by email fraud and other scams www.moneysmart.gov.au

Chargebacks

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). This booklet is available to you on our website at PC_General_Terms.pdf

If you dispute a card transaction we will claim a chargeback right on your behalf where one exists.

As a cardholder you have rights under the rules of your 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 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. Each scheme has a dispute resolution process in its operating rules 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 misdescribed, it needs to be shown clearly that the goods or services were misdescribed 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 misdescription or insufficient evidence of fraud. To help protect yourself in this regard, 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, 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. To find out the status of a charge back request, call us on 13 63 73.

Lodging a claim for a Chargeback

For initial inquiries please contact Police Credit on telephone 13 63 73.