Personal Info and Privacy

Our personal information is any information that can be used to identify us. Identity theft is a type of fraud that involves using someone else's identity to steal money or gain other benefits.

Your personal information may include:

  • Full name
  • Address
  • Phone numbers
  • School
  • Date of birth
  • Email address
  • Usernames and passwords
  • Bank details

Be scam aware

  • Never provide your PIN or internet banking details to anyone - not even your bank. The bank will never ask you for this information.
  • Never disclose personal information over the telephone unless it can be verified that you are speaking to a trusted individual or service.

How to protect your personal information

  1. Never provide personal information to anyone who calls or emails you. Avoid phishing scams that ask for your personal information, like your address, bank account number, or tax file number. Be wary of anyone asking for personal information via text, on the phone or by mail. Identity thieves may be pretending to be government agencies, banks or stores so they can get your information.
  2. Shred personal documents. Never throw personal documents in the trash or recycling bin without shredding them first. These include:
    • Bank statements, Receipts, Medical statements, 401(k) or savings account statements,
    • Credit card offers, Expired plastic such as debit cards and credit cards,
    • Personal records
  3. Create Complex Passwords. Weak passwords can be guessed, and even strong passwords can be figured out through methods such as brute force attacks.
    • How To Create A Strong Password
      • Make your passwords very long
      • It should consist of letters with a different casing, special symbols, and numbers
      • Don’t use a common phrase
      • Don’t use passwords containing your name of Date of Birth
      • Don’t reuse your password
      • Use a password manager
      • Don’t store passwords in your browser.
  4. Monitor your mail. Check your physical mail often. If you can, opt for paperless statements from institutions that may use your personal information when contacting you. If you're going out of town, place a hold on your mail, ask for someone to pick up your mail for you, or put a lock on your mailbox. If you expect certain documents to arrive in the mail, such as credit card statements, but they don't, alert your financial institution.  
  5. App privacy settings. Even though application security can apply to desktop devices, the term is used mostly in reference to mobile apps. We recommend you have your settings fixed to private on all social media platforms. 

Helpful links:

Online Security

It is important that you take responsibility to understand and protect yourself from digital security threats. You can help reduce the risk of digital security threats by implementing financial malware protection software.

Malware is any kind of malicious software or code designed to exploit a computer, including computer viruses, worms, Trojan horses, spyware and other malicious programs.

Be scam aware:

  • Be wary of web links sent via text or email prompting you to sign in to your internet banking or provide personal information.
  • Always access internet banking via or via our app.

How to protect yourself online

  1. Keep your software up to date. One of the most important cyber security tips to mitigate ransomware is updating outdated software, both operating system and applications. This helps to remove critical vulnerabilities that hackers use to access your devices.
  2. Use firewalls and antivirus. A firewall is a software or firmware that prevents unauthorized access to a network.
  3. Install Anti-theft. Anti-theft refers to data protection and theft prevention when data is in transit or at rest.
  4. Do not charge your electronic devices by connecting them to other people's chargers or computers. Besides increasing the risk of malware infection, in some situations connecting devices to other people's computer equipment causes data to be transferred between them.
  5. Consider using a security token. Using a security token for online transactions can make it even harder for a scammer to access your account. Virgin Money offers physical and soft security tokens to assist customers in strengthening their online security.

IBM Security Trusteer Rapport

Virgin Money offers a free service called IBM Security Trusteer Rapport™. IBM Trusteer Rapport is a piece of software that operates like an anti-virus, but specifically focuses on Financial Malware. It can clean a device of malware already presented, and help to prevent any future infections. This will help to protect you against a potential fraud-related loss.

For further information and instructions on how to download, please visit the below webpage:

Helpful Links:

Remote Access Scam

A remote access scam occurs when a scammer contacts an individual asking them to buy unnecessary software or a service to fix a problem for the purpose of misleading them into disclosing their personal information. It is common for the scammer to pretend to be from a reputable company, often in telecommunications. 


Warning Signs

  • A representative from a reputable company calls you out of the blue, advising they have detected internet or performance issues with your computer or modem.
  • The representative requests remote access to your computer.
  • The representative asks you to log in to your internet banking.
  • The representative advises they need to refund your account.
  • The representative informs you they have overpaid your account and instructs you to return the funds.

How to protect yourself online

  1. Never give an unsolicited caller remote access to your computer.
  2. Never give your personal, credit card or online account details over the phone unless you made the call and the phone number came from a trusted source.
  3. If you receive a phone call out of the blue about your computer and remote access is requested – hang up – even if they mention a credible company.
  4. Consider protecting your computer with regularly updated anti-virus and anti-spyware software, and a good firewall. Research software first and only purchase software from a source that you know and trust.
  5. If you have fallen victim to a scam or you receive several unsolicited emails and phone calls, consider changing your email address and phone numbers.

Helpful Links:

Payments and Transactions

Card-Not-Present (CNP) fraud represents 85% of all card fraud in Australia. In 2020, $403 million of fraudulent purchases were made on Australian issued cards. To this end, it is important to exercise care when transacting online. 

How to protect yourself online

  1. Check the website's authenticity. If you are shopping on an unfamiliar website, conduct your own research about the website to validate it is a reputable retailer.
  2. Make sure the site is secure. Typically in the address bar of your internet browser, you should see a little padlock to the left side of the website address.
  3. Know what you're purchasing. Whenever you enter card details online, be sure you know what you are purchasing and that the company you are purchasing from is reputable and legitimate.
  4. Be cautious when clicking links from unknown contacts. If you have received a hyperlink in an email or text, avoid clicking it and do not provide any personal information. You can check the link's legitimacy by hovering over it before clicking. If it looks unusual, discard the message. As a general rule, do not provide your personal details to anyone you do not know or trust, especially if it includes a proposition that involves payment.
  5. Beware of requests to share one-time passcodes. This can be over the phone, or via a web page that you have been invited to visit through an unsolicited call, SMS or email. Never share verification codes including to someone you believe might be us. 

Be Scam Aware

  • Stop - if it sounds too good to be true, it most likely is.
  • Always seek independent financial advice prior to investing.
  • Be careful of who you interact with online. Look out for rapid declarations of affection and discussion of matters that involve financial hardship. 
  • Always confirm bank details or a change of bank details over the phone prior to making payment. Never confirm by email.
  • Refrain from sending funds upfront to a private seller and purchase in person where possible. Conduct your due diligence before making purchase.

If in doubt, contact our Customer Contact Centre team urgently on 13 81 51, prior to making payment.