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SECURITY GUIDELINES
Access Method
Your Gateway Credit Union Membership Number, Member login, Personal Identification Number (PIN), Password, Factor 2 Icons and Secure SMS codes are the keys to accessing your accounts electronically. The security of these access methods is therefore very important. To help prevent misuse of your access details, follow these security guidelines.
PIN / Password Security
To help protect your PIN/Password you must take the following steps to guard against its unauthorised use:
- After you’ve received your temporary PIN/Password to use for your first visit to Online Banking, we strongly recommend that you immediately access Online Banking/CUE Call to change it. You should change your Password/PIN regularly.
- Your PIN/Password must not relate to any readily accessible data such as your name, date of birth, telephone number or name of a relative. Nor must it be an obvious combination of letters and numbers or one that can be easily guessed by someone else.
- Take care to keep your PIN/Password secret, secure and protected. Do not disclose your PIN/Password to anyone including a family member or friend.
- Take care to prevent anyone from seeing you enter your PIN/Password and check your Gateway statements of account regularly.
- Do not write or indicate your PIN/Password, unless it is disguised. If you do record it, you are responsible for keeping your PIN/Password secure and protected. We recommend you try to commit your PIN/Password to memory.
- If you believe that another person knows your PIN/Password, immediately change it and report the matter to us.
Factor 2 Icons
To access Online Banking, you must enter your Member Number and Password, followed by the entry of a secondary passcode known as Factor 2 Icons. This requires the correct entry of three icons that are chosen when you first register for Online Banking.
You should update both your login Password and Factor 2 Icons regularly. To change your Password or Factor 2 Icons log on to Online Banking, select “Your Details” then click on either “Change My Password” or “Change Factor 2 Icons”.
Secure SMS
Secure SMS (Short Message Service) is a security measure for Online Banking which uses SMS to send a code via your mobile phone number or as a text to voice message on your landline number. You will be requested to enter an SMS authentication code for certain transactions and functions. You will be prompted to register for Secure SMS when you first attempt to perform such a transaction or function in Online Banking.
What is NOT a Reasonable Attempt to Disguise a PIN or Password?
If you or any authorised user/s record your PIN or password, you must make a reasonable attempt to disguise it.
It is NOT a reasonable attempt to disguise a PIN or password if you record it:
- in reverse order;
- as a telephone number where no other numbers are recorded;
- among other numbers or letters with any of them marked to indicate the PIN or password;
- disguised as a date (including your birth date) or as an amount; or
- in an easily understood code.
Protection of Information
Gateway Credit Union takes the protection of your information and transaction data very seriously. However, electronic access security is a partnership between Gateway (as the provider of electronic access) and you (as the user of these services). To enjoy the convenience of safe account access, it’s important that you keep informed, and protect your account information.
Keep Informed
Technology cannot automatically protect you against all fraud and security risks. Therefore, it is important you keep informed by learning about the types of electronic access security issues you may encounter and understand the range of security and communication practices Gateway has adopted.
Online Banking, our internet banking service, provides users with the following security:
- Firewalls
- Encryption
- Automatic Time-outs
- Factor 2 Icons
- Secure SMS Code Authentication
- Incorrect Password Access Lock
- Last Login Time Check
Access to CUE Call, our telephone banking service, is protected by the requirement of a PIN.
To safeguard your personal information, the following communication practices have been adopted.
Gateway will never:
- Ask for your Online Banking login details or CUE Call PIN via phone or email.
- Send you a link to Online Banking via email.
- Request that your Online Banking or CUE Call password/PIN be communicated to us in any form.
Any changes to our web address will only ever be communicated via our authorised website or other formal means. Furthermore, we will ensure we are always compliant with all electronic access communication legislation and relevant codes of practice. In particular, we will abide by the requirements of the Spam Act 2003 and will ensure that:
- We secure your consent to receiving any commercial electronic messages.
- Our emails to you contain clear and accurate identification of who is responsible for sending the message, and how they can be contacted.
- Unsolicited emails to you contain an unsubscribe facility, allowing you to indicate that such messages should not be sent to you in the future.
Your Protection
You and any other user must take reasonable care to ensure that access methods and any record of access methods are not misused, lost or stolen. We strongly recommend you change your PIN/Password and Factor 2 Icons regularly and protect your personal information.
Online Banking Security
The internet is increasingly being exploited for frauds that sometimes look surprisingly genuine. A number of customers from other financial institutions have been targeted with hoax emails leading to a false website. These fraudulent emails usually ask you to send your account details, and sometimes your PIN, either by return email or through a website. Various tricks are used to lower your guard, such as ‘security and maintenance upgrades’ or ‘investigation of irregularities’.
For your protection please remember these important things:
- Under no circumstance would Gateway Credit Union ask a Member to disclose their PIN/Password by any means including email or telephone. We will not make unsolicited requests for this type of Member information.
- Always login directly from the homepage of www.gatewaycu.com.au.
- Never access Online Banking within an email link and disregard emails that request you to do this.
- Delete suspicious emails without opening them. Avoid opening dubious attachments, even if the email seems to come from someone you trust and never click on any hyperlink in an email.
- Change your PIN and/or password regularly, and protect your personal information.
- Avoid using computers in public places, such as internet cafes, to undertake any Online Banking functions. Check that nobody is looking over your shoulder and keep private information out of chat rooms or email.
- Keep your computer secure by installing effective virus programs and firewall protection. Don’t leave your computer while you are logged on to Online Banking, and always remember to logout from Online Banking.
- If you have any concerns about your account contact Member Services on 1300 302 474.
Additional Information
These security guidelines do not contain the information relating to the conduct of your account or facility. Please refer to the relevant Terms and Conditions for further information. Additional information on current interest rates, fees and charges, terms and conditions, and Product Disclosure Statements for all Gateway Credit Union accounts and related services is available on our website www.gatewaycu.com.au or from us on request.