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Access Method
Your Gateway Credit Union Membership number, Member login, Personal Identification Number (PIN), password and Factor 2 icons are the key to accessing your accounts electronically. The security of your Membership number, Member login, PIN and/or password is therefore very important. These guidelines are designed to help keep your access method secure and by following these guidelines, you can assist in preventing misuse of your access details.
PIN / Password Security
To help protect your PIN and password you must take the following steps to guard against unauthorised use of your PIN or password:
- After Member Services has verbally provided a temporary password/PIN, you must login to Online Banking/CUE Call within 24hrs where you will be prompted to change your password. We strongly recommend that you change your password/PIN regularly.
- Your PIN or 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 or password secret, secure and protected. Do not disclose your PIN or password to anyone including a family member or friend. Take care to prevent anyone else seeing you entering your PIN or password and check your Gateway statements of account regularly.
- Do not write or indicate your PIN or password, unless it is disguised. If you do record it, you are responsible for keeping your PIN or password secure and protected. We recommend you try to commit your PIN or password to memory.
- If you believe that another person knows your PIN or password, immediately change it and report the matter to us.
Factor 2 icons
In addition to the entry of a password to access Online Banking, certain transactions require the entry of a secondary passcode known as Factor 2 personal icons. The secondary passcode requires the correct entry of three icons that were chosen when initial access to the site was setup.
You should update both your login password and factor2 passcode regularly. To change your login password logging onto Online Banking and selecting “Your Details” then click on either “Change My Password” or “Change Factor 2 Icons”.
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 the PIN or password:
- 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.
- 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 the 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
- 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 password via phone or email.
- Send you a link to Online Banking via email.
- Request that your Online Banking or CUE Call password 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 (as defined by the Spam Act 2003).
- 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 and/or password regularly and protect your personal information.
Online Banking Security
The internet is increasingly being exploited for frauds that sometimes look surprisingly genuine. Recently, 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 or 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 to sign off from Online Banking.
- If you have any concerns about your account contact Member Services on 1300 302 474.
Electronic Funds Transfer Code of Conduct
We warrant that we will comply with the requirements of the Electronic Funds Transfer (EFT) Code of Conduct where that code applies. Liability for unauthorised transactions will be determined under the EFT Code of Conduct. A copy of the Code is available upon request.
Online Banking Usage
We may also collect some information about you when you use our website www.gatewaycu.com.au. Your usage of the facilities and information available on the website will help determine what (if any) information is collected.
Visits to our website are anonymous. However, when you access the Online Banking site a small data file called a cookie is attached to your hard drive for record keeping purposes. It assists us in determining how our Members use the website. No information is stored by us inside a cookie and it is not linked back to any other information you have provided us.
Usage patterns are tracked on an aggregate basis and your identity can not reasonably be ascertained from this information. Each time you visit and this includes the date and time of your visit, internet provider’s address, pages accessed and search items entered.
If you visit the website to conduct an online transaction, complete an online form or send us an email we will record the information you provide including your email address. Your email address will not be added to a mailing list, provided to a third party or used for any purpose without your consent.
Email message content may be monitored by our employees and Information Technology service provider for security issues and our response to your email may be monitored for quality assurance purposes.
No data transmission over the internet can be guaranteed as totally secure. Although the Gateway Credit Union cannot ensure or warrant the security of any information you transmit to us, we do upon receipt of your transmission, take reasonable steps to preserve the security of the information on our own systems. If you are concerned about security please contact us to discuss the alternative services we offer.
Personal Information We May Need To Hold
The newly introduced Anti-Money Laundering and Counter-Terrorism Financing Act 2006 may require us to collect and hold additional personal information in order to meet our obligations under the Act. Gateway also outsources some of its functions and we may disclose information about you to service providers. This information is only provided in accordance with our Privacy Policy and is not for the personal use of the service provider. Service providers we currently use include solicitors, auditors, statement mailing house, mercantile agents and our bankers.
Additional Information
These security guidelines do not contain all the information relating to the conduct of your account or facility. Please refer to the relevant Product Disclosure Statement for further information. Additional information on current interest rates, fees, 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.