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Stay safe from scams and frauds

With scams and cybercrime on the rise in Australia, it’s more important than ever to stay alert. We use the latest technology to help keep your accounts and cards secure but your vigilance is just as vital to keep your funds safe.

Think of it like locking your front door. Simple steps can go a long way in protecting your identity, money, and online banking. Talk to friends and family about scam awareness and create secret questions to help identify each other. Spreading information is one of the best ways to stay ahead of fraudsters.

Need help or have concerns? Contact us immediately.

Keep reading for tips, popular scams, and how to spot suspicious activity.

 

What to Do If You Think You’ve Been Scammed

Contact us immediately

Call us on 1300 360 744 or email us at info@sccu.com.au. Or message us directly to us via your mobile app inbox.

Come Visit Us
Contact us immediately

Change your passwords

Lock any compromised cards via your NetBanking or mobile app and change passwords to help secure your accounts.

Bank Your Way
Change your passwords

Report scam or theft

Help create awareness by reporting any suspicion of scams you come across to you us, to Scamwatch, and to your local police.

Learn More
Report scam or theft

Protecting
your accounts

Familiarise yourself with these
easy steps to help protect yourself
when banking your way.

  • 1Stop. Check. Protect.

    Stop. Check. Protect.

    1. Stop – Take a moment before clicking, replying, or taking action. Scammers often create urgency to rush your decisions.
    2. Check – Look closely at the message. Is it unexpected? Are there spelling mistakes or strange links? Verify it through an official source, like your bank’s website or contact number.
    3. Protect – If something feels off, don’t engage. Talk to your bank immediately, especially if you’ve shared information or sent money. Update your passwords and report the scam.
  • 2Always Verify

    Always Verify

    • Ask to call back: Hang up and call back using a known, official number (like your bank’s contact on their website or app). Avoid speaking if the other side is silent.
    • Protect your details: Never provide passwords or authentication codes to anyone on an unsolicited call claiming to be from your financial institution.
    • Call before you pay: If a loved one asks for money, verify it’s them in person, via video chat, or through another trusted contact—voice A.I. scams are on the rise.

     

  • 3Check Before You Click

    Check Before You Click

    • Do not click: Never reply or click on links in emails, SMS, or DMs unless you’re 100% sure they’re legitimate.
    • Protect your data: Avoid opening attachments from unknown or suspicious sources – delete them immediately.
    • Check email addresses: Make sure sender addresses are genuine. For example, SCCU emails come from @sccu.com.au
    • Double-check website links: Only use official websites starting with https:// (e.g. https://sccu.com.au) and banking apps for transactions. Check for extra letters or words and compare with official sources.

     

  • 4Protect Your Information

    Protect Your Information

    • Protect your details: Never share personal or banking details like passwords or one-time passcodes unless you’re absolutely sure who you’re dealing with. Including authentication codes received via phone or email. Our team will always ask for more than your main details and One Time Password when verifying your identity.
    • Update your contact details: Keep your address and contact details always up to date to avoid identity theft. It also makes it easier for us to you quickly if needed.
    • Monitor your transactions: Check your account regularly for unusual activity. Daily checks via the SCCU app are recommended.

     

  • 5Strengthen Your Security

    Strengthen Your Security

    • Use strong, unique passwords: At least 10 characters with upper/lower case, numbers, and symbols – avoid personal information.
    • Use passphrases: Longer, unpredictable, and more secure than simple passwords. Consider a password manager to help keep track.
    • Regular updates: Update your passwords regularly and avoid reusing them across platforms.
    • Protect your devices: Keep your devices secure by always signing off from your accounts and emails. Install software updates and use trusted antivirus software.

     

  • 6Stay Safe Online

    Stay Safe Online

    • Stay alert: Be wary of unusual payment methods such as gift cards, preloaded debit cards, iTunes cards or cryptocurrency.
    • Shop online with caution: Look for ABN, T&Cs, privacy policy and recommendations from someone you trust before buying online. Scammers use fake online stores offering better deals and often ask for upfront payments via wire transfers or electronic currencies.
    • Too good to be true: Fake websites, job advertisements, opportunity to make a great investment, and that perfect new online friend or romantic partner. Scammers will impersonate trusted businesses, people you know and your loved ones to steal from you. Be extra careful.
    • Learn more: Visit Scamwatch for details on online shopping scams and other frauds.

     

Simple Steps to Strengthen Your Online Security

Secure Your Passwords

Think twice before clicking ‘Save Password’.

Use strong, unique passwords, never share them, and avoid saving them in your browser. A secure password manager is your best bet.

Secure Your Passwords
Think twice before clicking ‘Save Password’.

Log Out & Stay Secure

Don’t just close the tab - log out completely.

Always log out properly after using online banking or sensitive sites – don’t just close the tab. This helps prevent unauthorised access.

Log Out & Stay Secure
Don’t just close the tab - log out completely.

Protect Your Devices

Make it harder for cyber criminals.

Install trusted antivirus and anti-malware software, and keep it updated. This helps block cyber threats and keeps your devices secure.

Protect Your Devices
Make it harder for cyber criminals.

Stay alert and help us protect your accounts – and your peace of mind.

Requests that look legitimate<br data-src=- but aren’t." />

Requests that look legitimate
- but aren’t.

Scammers may impersonate executives or trusted individuals within a business, or close people from your social circle to request payments or sensitive information. These messages often appear urgent and may contain subtle errors, such as unusual email addresses or timing.

If you receive a message at work or from a business that seems out of the ordinary, even from someone senior, pause and verify. Do not respond or action any request without confirming its legitimacy through official channels.

If you receive unusual requests from close friends, family or romantic online partners – pause before you act. Romance scam is real and family impersonation is becoming more popular with the assistance of voice AI software.

What you can do:
For businesses: Always confirm unusual requests directly via a known contact number, face-to-face, or internal process.
For social circle: Meet in person if possible, or verify the contact by other channels and by asking questions about subjects only known only to you both.

Think something isn’t right? Contact us immediately on 1300 360 744.

 

Too good to be true?

Too good to be true?

Job scams are becoming increasingly common, often advertised via social media or messaging apps. These fraudulent offers may promise easy money or remote work with minimal requirements, and typically request personal or financial information as part of the ‘onboarding’ process. Apart from financial fraud, in some cases this scams can lead up to human trafficking schemes.

Signs to watch out for include vague job descriptions, unusual payment requests, or communication via unofficial channels (such as WhatsApp or Telegram).

What you can do:
Be cautious of unsolicited job offers. Always check the legitimacy of a company via their official website before applying or sharing personal details.

Received a suspicious job offer? Report it to Scamwatch and do not engage.

 

When personal data is used to access shares.

When personal data is used to access shares.

Scammers may use stolen personal information to access or transfer investment assets without your knowledge. Often, the first sign is unexpected mail from CHESS or your share registry.

Don’t ignore unfamiliar or unusual correspondence, particularly related to financial transactions.

What you can do:
Review all communications carefully and report anything suspicious to your provider or broker immediately.

Need help understanding a notice you’ve received? Get in touch with us or your financial adviser.

 

Creating Fake Investments

Creating Fake Investments

Scammers are posing as investment providers, offering access to high-return government or corporate bonds. These offers often appear professional and are promoted via unsolicited emails, phone calls, or online ads, but they are completely fake.

You may be asked to provide ID, banking details, or transfer money to secure the ‘investment’.

What you can do:
Only invest through licensed financial providers. Verify investment opportunities on ASIC’s Investor Alert List before transferring any funds.

 

Messages 'from someone you trust'.

Messages 'from someone you trust'.

Scammers are using software to make SMS messages appear as though they’re from legitimate businesses, including financial institutions. These messages may ask you to click a link, confirm a transaction, or reply with ‘Y’ or ‘N.’

SCCU will never send SMS messages with links or ask you to reply by text.

What you can do:
If in doubt, do not respond to the message. Contact us directly using the phone number on our website or via direct inbox in the SCCU mobile app.

 

Legitimate-looking emails

Legitimate-looking emails

Phishing emails often imitate trusted organisations or people, using logos, email domains, and formatting that looks familiar. They may urge you to click a link, open an attachment, or enter personal details into a fake login page.

Even one click could give scammers access to your device or sensitive information.

What you can do:
Check the sender’s email address closely. If something doesn’t look right, don’t click. Delete the message and contact the organisation through verified channels.

 

Payment Requests & Fake Online Shopping

Payment Requests & Fake Online Shopping

Scams involving unusual payment methods are on the rise. You may be asked to pay using gift cards, preloaded debit cards, wire transfers, or cryptocurrency, methods that are hard to recover once sent.

At the same time, fake online shopping sites are becoming more convincing, with professional-looking websites that advertise products they never intend to deliver.

These scams are designed to catch you off-guard and pressure you to act quickly.

What you can do:
Only shop from trusted websites and avoid any seller that insists on non-standard payment methods. If something doesn’t feel right, don’t proceed. Use a credit card for added security where possible.

 

If it feels suspicious, it probably is.

If it feels suspicious, it probably is.

With cryptocurrency scams on the rise, it’s important to recognise the red flags early. According to ASIC, there are common signs that strongly indicate a scam, particularly if you’re being offered fast returns or unsolicited investment opportunities.

Watch for the following warning signs:

  • You receive an unexpected investment offer.
  • The offer features a celebrity endorsement that turns out to be fake.
  • A person you’ve only met online (often via dating platforms) asks for crypto.
  • You’re pressured to move your crypto to a different exchange or unknown website.
  • You’re asked to pay fees or services using cryptocurrency.
  • The app you’re using isn’t available through official stores like Apple or Google Play.
  • You’re told to pay more just to withdraw your funds.
  • You’re promised guaranteed returns, free money, or risk-free investments.
  • Unknown or strange tokens appear in your digital wallet.
  • You’re told your investment earnings are withheld “for tax reasons.”

What you can do:
Be cautious with all crypto-related offers. If you’re ever unsure, seek independent financial advice and avoid acting on pressure or emotion.

 

24/7 Fraud Monitoring

Our advanced card monitoring system operates 24/7 to help protect you – whether you’re at home or travelling abroad.
If a suspicious or unusual spending behaviour is identified on your card, our external monitoring team will contact you via phone and email to confirm the transaction was genuine before putting a stop on your card.

Remember: Our team will never ask you for your NetBanking login or credit card details via phone or email.

 

Talk to Our Team Visa Debit Card

Disputed Transactions
& Chargeback Guidelines

  • Contact the merchant if you have an unrecognised transaction on your account. This can often be the simplest solution. If this isn’t suitable or you’re not satisfied with the outcome, contact us and we can start the chargeback process on your behalf where the right to a chargeback exists.
  • To enable this, you’ll need to get in touch within 45 days from the transaction date. If the transaction is an unauthorised transaction, contact us as soon as possible
  • For more information on chargeback rights and disputed transactions, get in touch with our team for help. You can also read through our Feedback and Complaints Guide for further assistance.
Feedback & Complaints Guide

Here are some helpful resources if you’ve been Scammed or Affected by Cybercrime

From reporting scams to understanding your rights after a data breach – Get expert advice and practical steps from trusted sources:

  • Australian Cyber Security Centre – click here.
    Get the latest updates on cyber threats and security alerts.
  • Scamwatch – click here.
    Learn about current scams and how to report them.
  • IDCare – click here.
    Free, expert help with identity theft and cybercrime recovery.
  • Moneysmart – click here.
    Steps to take if your identity is stolen—plus tips for managing your money.
  • OAIC – click here.
    Find out what to do if you’re affected by a data breach.

Need to Talk?

  • Lifeline – 13 11 14 | Crisis support, 24/7.
  • Beyond Blue – 1300 22 4636 | Mental health and emotional support.

Fraud Monitoring FAQs

  • Is my card monitored for fraud?

    Yes, we partner with third party expert financial crimes service for the provision of a sophisticated card monitoring program to provide additional security to you 24 hours a day, 7 days a week, while you’re at home or travelling overseas.

    The financial crimes team monitor your usual card spending activity  to quickly identify any unusual spending patterns with the aim of preventing attempts by others to use your card.

    What happens if there has been an unauthorised transaction on my card?

    If a suspicious or unusual spending behaviour is identified on your card, our external monitoring team will contact you via phone and email to confirm the transaction was genuine before putting a stop on your card.

    It is very important that you ensure your details with us are up to date and correct and that you notify us if you are travelling overseas, as your card may be blocked if we are unaware of your plans to travel abroad.

    Remember we will never:
    • Ask you for your NetBanking login or credit card details via phone or email
    • Use email to send you a link to the NetBanking login page
    • Ask you to disclose your password to us in any form

    Avoiding Scams
    For more info about how to identify and avoid scams, check out www.moneysmart.gov.au/scams/avoiding-scams

  • What happens if there has been an unauthorised transaction on my card?

    If the financial crimes team detects suspicious or unusual spending behaviour on your card they will contact you via phone and email to confirm the transaction was genuine before putting a stop on your card.

    It is very important that you ensure your details with us are up to date and correct and that you notify us if you are travelling overseas, as your card may be blocked if we are unaware of your plans to travel abroad.

    Remember we will never:

    • Ask you for your NetBanking login or credit card details via phone or email
    • Use email to send you a link to the NetBanking login page
    • Ask you to disclose your password to us in any form

  • How do I learn more to avoid scams?

    We will keep our website, NetBanking and Mobile App up to date with the latest scam warnings and news. You can also access more information about how to identify and avoid scams, check out www.moneysmart.gov.au/scams/avoiding-scams

Security Tokens FAQs

  • What Security Tokens are available?

    We use security tokens to provide enhanced protection when you access and manage your accounts online via NetBanking or our Mobile App. A security token is a secure way of generating a one-time password (OTP) that helps confirm it’s really you logging in or making certain transactions. This extra step adds another layer of defence against fraud and unauthorised access to your accounts.

    The security tokens available are:

    • SMS Token – A one-time password is sent to your registered mobile phone via SMS whenever you need to verify a transaction or log in. This is quick, convenient, and doesn’t require installing anything extra.
    • VIP Access Token – A mobile app or physical token that generates a one-time password directly on your device. This option is handy if you’re travelling overseas or don’t always have reliable mobile coverage to receive SMS.

    Both options are simple to use and designed to give you peace of mind knowing your accounts are protected with an additional layer of security.

  • What is a SMS One Time Password (OTP) or SMS Token?

    A SMS One Time Password (OTP) or SMS Token is a security measure when one-time password is sent to your registered mobile phone via SMS whenever you need to verify a transaction or log in. This is quick, convenient, and doesn’t require installing anything extra.

    If you would like access to enhanced security when accessing your accounts via NetBanking or your Mobile App, you can enable the SMS token facility.

    The SMS security token can be enabled by all customers, no matter what your daily access limit amount is set at.

  • What is a VIP Access Token?

    The VIP Access token is available via your SCCU mobile app.

    The VIP Access token provides you with a unique security code that you can use in addition to your username and password when logging into NetBanking or mobile banking. This code changes every thirty seconds. The use of a secondary security device increases safety and security when accessing your accounts online. This device does not require internet to access.

    If your daily transaction limit is more than $5,000, or you would like to increase your daily limit to more than $5,000 you will be required to use either the SMS token or a VIP Access token to access your accounts online via NetBanking or mobile banking.

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Shane provided amazing customer service from start to finish. He was extremely knowledgeable, respectful, and attended to every detail of the process with thoroughness and professionalism. This kind of customer service is almost unheard of these days, so it was an absolute delight to work with Shane. The interest rate on my company car was fantastic and the terms of the loan were both fair and reasonable. I 100% recommend Shane and Southern Cross Credit Union for obtaining financing for a vehicle and wouldn't use anyone else for my business going forward. Thanks to Shane and his team!
Joanna Tedeschi
Previously we were not advocates of the banking industry, we were strong non-believers after some disappointing & negative experiences. Many locals referred us to Southern Cross Credit Union (SCCU) and after much encouragement we moved our banking business to the SCCU Tweed City Branch. We are now strong believers as we have been in the extremely efficient, effective and supportive hands of SCCU loans manager Stephen Distant. What an asset! Stephen has totally reframed our banking experience, we are genuinely impressed with his ability to do this by managing our loans. Even after many years as a SCCU client, Stephen's dedication with helping us has not died down, his loyalty remains nothing short of inspiring and his willingness to provide outstanding customer service is something we are in awe of. Moving our accounts to SCCU was a great decision, thanks to Stephen Distant.
Rod and Suzy Cornelius
As COVID hit some 3 years ago, I approached SCCU to re-align our financial position at both a personal and professional level with our business. Not only were your team receptive but with the assistance of SCCU not only did we make our way through COVID closures, but due to the support of SCCU we have evolved into an extremely sound business, and I would suggest a success story of the community banking that SCCU continues to deliver. Thank you for the support you offer to us as a local business and us as a local family of the area. Thank you, the entire team, at SCCU for being such an awesome part of the community whilst also being a great business to align with.
Jason