Security

Rural Bank takes extensive measures to protect customer information and provide a secure environment in which to perform your banking. View the headings below for further details.

How we protect you

Rural Bank is very conscious of protecting the security of our customers' information. We have taken several steps to ensure the confidentiality of your personal and account information. These include:

  • Robust firewall technology to prevent unauthorised access to the Bank's systems;
  • A security team that constantly monitors the system for suspicious activity;
  • The generation of automatic alerts when abnormal activities occur;
  • 256 bit data encryption to protect your password, account details and other sensitive information including any messages sent via Secure Email, from being accessed by an unauthorised party; and
  • A short time-out limit that automatically logs you off and ends your session.

Other measures used by Rural Bank to protect you include:

Data encryption

Data encryption is used as a means of disguising messages sent from one computer to another computer. Rural Bank employs the highest level of encryption available via Secure Socket Layer (SSL) technology to protect your personal details.

Visible indicators that you are securely connected include the 'padlock' symbol usually displayed in the bottom left hand corner of your browser screen at and after log-on.

You can double click on it to confirm that the certificate of authenticity has been issued to Rural Bank.

The website address in the address bar of your Internet browser should always be prefixed by 'https' as shown in the following Rural Bank internet banking webpage example - https://bank.ruralbank.com.au/banking/RBLIBanking. This ensures you are on our secure web server.

Rural Bank general information screens are not data encrypted as they do not allow any private information to be processed. These screens are prefixed by 'http' only.

Rural Bank Security Tokens

Rural Bank offers all Internet Banking customers an option to use security tokens as an added level of security. For PayAnyone access the use of security tokens are compulsory. Learn more about security tokens.


How to protect yourself

We have implemented world class security measures to address the issues associated with banking online, but it is equally important that you treat the security of your personal computers just as seriously.

To ensure your Internet Banking is secure, we recommend the following:

  • Always log on to Internet Banking by typing www.ruralbankone.com.au or www.ruralbank.com.au
  • When online with Rural Bank, always check the address field displays our official website, www.ruralbank.com.au (The address field will not be visible once you are logged into internet banking).
  • Never follow an email link which takes you directly to a logon screen.
  • Use a security token for a second level of authentication.
  • Keep your computer up to date by installing the latest security software and 'patches' for your operating system.
  • Ensure you have installed anti-virus/spyware software installed along with a firewall – and keep them up to date.
  • Make sure you have a current backup of your important personal information/files.
  • Delete spam emails and do not open email attachments or click on links in emails from strangers.
  • Do not respond to an unsolicited email asking you for personal information or financial details.
  • Be aware of email, internet and telephone hoaxes and scams – if something appears too good to be true, it almost certainly is.
  • Only conduct financial transactions online using computers you know are secure. If possible avoid using shared computers, such as those as internet cafes, hotels and airports.
  • Always exit your internet banking session when finished, by clicking the 'Log off' button in the top right-hand corner of the window.
  • Always check there is a padlock symbol on the bottom right corner of the log-on page (where you enter your PIN and Access ID). Click on the padlock to verify you are dealing with Rural Bank.
  • Never divulge your PIN. Rural Bank will never ask you for your PIN (either in person or by email).
  • Never leave your computer unattended while logged on to internet banking.
  • Regularly check your account balances and transaction histories and immediately report any discrepancies to Rural Bank.
  • You should protect the security of your PIN and Access ID at all times. Allowing somebody to know these details is the same as giving them a signed blank cheque. If you believe your details may have become known to another person, you should log on to our internet banking site immediately and change your PIN.
Secure passwords

When using the Rural Bank Internet and Phone Banking system you will have to nominate a PIN. Phone Banking requires a numeric PIN, while Internet Banking uses alphanumeric characters. It is important to choose a unique PIN to keep you accounts safe. When choosing your PIN it is recommended that you:

  • Use a mix of lower and uppercase characters, numbers, and punctuation marks, your PIN should be at least 6 characters long.
  • Include symbols in your PIN. For example instead of using the PIN 'appletree33' you could use '@ppletr33'.
  • Avoid using your name or access number as your PIN.
  • Change your password every few months.
  • Do not the use your banking password for other websites.
You should immediately be suspicious of any phone call, email or correspondence which asks you to disclose your banking details.

To be certain the caller is an authorised bank representative, you can always ask to call us back, then dial Rural Bank Internet and Phone Banking Support Services on 1300 651 839 or our Customer Service Centre on 1300 660 115 for a local call cost. Rural Bank or its staff should never, for example, ask you for your PIN (although in some circumstances we might ask you to verify your Access ID).

If you receive a suspect email
  • Do not open it
  • Delete it from your Inbox and then permanently delete it from your Deleted Items folder
If you have clicked on the link in the email
  • Use your virus protection software to scan your computer for viruses and Trojans.
  • After scanning your computer, contact Rural Bank on 1300 651 839 (until 8.00pm weekdays EST, 6.00pm Saturday and 4.00pm Sunday EST). If necessary, we can reset your Access ID.
  • Once you are certain your computer is virus-free, we suggest you change your Internet Banking PIN for peace of mind.
  • It is critical that you ensure your computer is free of viruses before logging on to Internet Banking. If you have any questions about virus protection, please contact your software vendor or your internet services provider.
Contact us if you have a concern

If you believe your Internet Banking details may have been compromised by one of the methods above, please contact Rural Bank immediately on 1300 651 839. Alternatively, you can alert us of any suspicious activity you have witnessed by emailing us.

For more information on protecting yourself online please visit the Australian Government's Stay Smart Online website www.staysmartonline.gov.au


Fraud and scams

At Rural Bank we are committed to keeping your money safe and secure. We proactively investigate suspected fraudulent activity on your account and will notify you if necessary. You will be reimbursed for any amount that is proven to have been fraudulently removed.

Fraudsters use a number of techniques to trick unsuspecting victims with the intention of stealing funds from their accounts. Subsequently, it is important to be aware of the latest scams and how to be protected.

Phishing (hoax emails and phone calls)

Phishing is the practice of sending hoax emails claiming to come from a genuine company in an attempt to trick you into disclosing personal information such as bank account numbers, passwords and bank card numbers. These emails generally ask you to update or verify your personal information and contain a link to a fake website. If you log on the fake website, your personal information will be recorded and this information will be used to steal money from your account.

Alternatively, the hoax email might claim that your account will be closed or other problems could occur if you don't call a customer support phone number. This is called Voice Phishing or Vishing. The phone number provided in these emails is fake and if you call the phone number, the visher will ask for your account number, PIN and other personal information.

There are common elements that can help to identify a phishing email, these include:

  • Generic or no salutation
    Phishing emails are sent out at random to bulk email lists. The phishers will almost certainly not know your real name or anything else about you, and will address you in vague terms like "Dear Valued Customer" or not address you at all.
  • Poor grammer
    Phishers are generally individuals, not organisations and it is common that there are small grammatical and punctuation mistakes in their emails.
  • Incorrect website address
    The fake website address contained in a phishing email will be different to a company's authentic website address. The fake address generally resembles a company's authentic address but is altered slightly by adding or omitting letters. For example, the genuine Rural Bank website address is 'www.ruralbank.com.au', instead the phisher may use a fake website address like 'www.rurlbank.com.au' or 'www.verify-ruralbank.com.au

    Additionally, Rural Bank conducts online transactions through a secured protocol called Secure Socket Layer (SSL). This requires the website address to begin with https:// instead of http:// If you find the website address to be only http://, then it is most likely a phishing email.

  • Asking for your personal details
    You should immediately be suspicious of any phone call, email or correspondence which asks you to disclose your banking details. Rural Bank or its staff should never, for example, ask you for your PIN (although in some circumstances we might ask you to verify your access ID).

    To be certain the caller is an authorised bank representative, you can always ask to call us back, then dial Rural Bank Internet and Phone Banking Support Services on 1300 651 839 or our Customer Service Centre on 1300 660 115 for a local call cost.

    To find out more information about phishing and other scams please visit the Australian Competition & Consumer Commission Scam Watch website www.scamwatch.gov.au
Viruses

A virus is a malicious software program that invades your computer. There are many viruses, some cause damage to your computer and others use the infected machine's internet connection to launch an attack on another computer or computer network.

A particularly serious virus is one that records keystrokes and logs your activities including your Internet Banking account numbers and PIN, network passwords and debit card number entered into online shopping sites. This information is then sent back to fraudsters who may use it to steal from your account and make purchases on your cards.

Keeping you browser, firewall and anti virus software up to date will help protect you against viruses and security threats.

Trojans/Trojan Horse

A Trojan horse is a computer virus that disguises itself as useful software available on the internet. These programs can damage your computer and result in spyware being installed, strangers accessing your private files, capturing keystrokes or taking screen shots of websites you have visited. This information, which may include account information and passwords, is then sent to the fraudsters over the internet.

The most common means of infection is through email attachments. Typically the fraudsters send out emails at random offering recipients a free game, movie, song etc if they click on the file attached. The attachment will contain the virus, when opened it will infect your computer.

To protect your computer from Trojans and spyware you should keep your browser, firewalls and antivirus software up to date.

Reporting fraud

If you suspect a third party is or has accessed one or more of your accounts, you should immediately phone Internet Banking Support Services on 1300 651 839. We will put an immediate stop on your account and investigate the situation. Following the investigation, you will be issued with a temporary PIN that will need to be changed when you next use the service.

For more security information

The following sites can be visited for more information on security issues relating to internet usage.

Australian Bankers' Association Fact Sheets

Privacy

At Rural Bank we are committed to safeguarding your privacy by ensuring your personal information is protected in a way that observes our own corporate values, as well as being consistent with the requirements of the National Privacy Principles of the Privacy Act(1988) (Cth).

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