If you believe you may have been scammed or hacked,
it’s important that you contact us immediately.
Keeping your information safe
The Capricornian takes security and fraud seriously. We have the latest systems in place to ensure your money and personal information is safe with us.
Staff at The Capricornian or any of our associated third party service providers, will never call or email you asking for your PIN, passwords or banking login details.
If you receive a call or an email of this nature; please disregard the email, delete it from your computer and contact us immediately OR hang up the phone and call us on 1300 314 900 to speak with our local team.
We will ask for your identification information when you call us directly.
How do I contact you?
During business hours
Speak to a real person from our Contact Centre, Monday to Thursday 8:30am – 4:45pm and Friday 8:30am – 5:00pm. Call 1300 314 900.
Visit one of our eight local branches, with locations and operating hours available at our Branch Locations page.
Outside of business hours
Please fill out the form below and we will contact you on the first business day at the time you have nominated.
If you have lost, misplaced or had your Capricornian Visa debit card stolen, call the Visa Debit Card hotline 24 hours a day, 7 days a week. 1800 139 241. You can record your card as lost or stolen, or order a new card via the Cap App. You also have the option of locking your card with the Cap App.
There are a number of telephone and email scams that regularly circulate in Australia.
What should you do if you receive a scam call or email?
- Hang up immediately or delete the email. If you are unsure if it was a scam, you should ‘independently’ locate contact details for the organisation the scammer claimed to be representing and directly telephone them to verify if the call originated from them (don’t use any website addresses or phone numbers they have provided to check authenticity).
- Be suspicious of anyone offering large amounts of money in refunds.
- Never provide or confirm personal information, or send money to someone unless you are absolutely certain of who they are.
- Check website URLs before clicking on links within emails to make sure they are for the legitimate website.
Be wary of emails appearing to be from your financial institution, Australian Tax Office, PayPal and others requesting that you enter your details to be eligible for a refund or to reset your account after a hacking attempt. Navigate to your account the way you normally would, not from the link in the email, and contact your branch, the ATO or PayPal to verify its authenticity.
From time to time you might receive an email from The Capricornian with a link to our online banking or website, such as if we mention a new feature – always check it’s directing you to https://www.capricornian.com.au/.
If you think you may have been affected, report it to your local police and branch immediately and phone SCAMwatch direct on 1300 795 995 during normal business hours to report the scam.
Fraudsters have developed techniques that may allow them to intercept the one-time passcodes sent to mobile numbers via SMS to authenticate transactions processed via Online Banking and other channels. This involves transferring or ‘porting’ your mobile phone to another mobile provider without your knowledge. After your mobile number has been ported they have the ability to intercept the SMS code we send you to authenticate a transaction to conduct fraudulent transactions on your account.
Be alert for signs of porting, if you notice that your mobile phone has stopped working unexpectedly, contact your provider immediately to confirm why your service has stopped. If you become aware that your mobile number has been ported, contact us immediately so we can protect your account against fraudulent transactions.
It’s better to be safe than sorry when it comes to protecting your debit or credit card.
- Make sure you sign all new debit and credit cards immediately when you receive them, and remember to destroy all old cards once you have started using your new cards or when they expire.
- Memorise your PIN and keep it confidential.
- Always keep your Visa card in a secure place.
- Be aware of inappropriate double swiping of your card.
- Beware of people standing over your shoulder while entering your PIN or password.
- Tear up or shred receipts that you do not want to keep.
- Report suspicious behaviour or people lurking near an ATM.
- Report any suspicious looking equipment attached to an ATM.
- Report a lost or stolen card immediately.
If you believe there is a security issue with The Capricornian’s website, online banking portal, banking applications, the Cap App or any other services, please also contact us or use the contact form (if outside of operating hours) and we will contact you to discuss the issue.
