Lost or stolen credit cards - Credit cards & debit cards

Lost or stolen credit cards

You need to notify us immediately if your credit card is lost or stolen or if your PIN is divulged. To report a card lost or stolen, call us at anytime on:

1800 033 844 (within Australia)
+61 3 9683 7043 (reverse charges from overseas).

You can call us 24 hours a day, 7 days a week. It's important that you notify us as soon as possible, as if you do not notify us within a reasonable time, you may be liable for unauthorised transactions. If you have Secure Sentinel, you can contact Secure Sentinel on 1800 022 043, who will organise the stop of your lost or stolen card and its replacement on your behalf.

What happens next?

We will place a stop on your lost or stolen credit card and issue you with a new credit card. You will receive a new credit card within 3 to 5 business days, which will have a new credit card account number. If you are overseas when your card is lost, we will organise to have your new card and PIN couriered to your overseas address at a cost of $50.

What do I need to do?

Notify us immediately.
If you use your credit card number as your CRN, set up your phone and Internet banking with your new CRN.
Notify any merchants who may bill your card of your new card number.
Sign the back of your new card.
Call us to activate your new card.

More information about these steps is below, please read this to make sure you don't have any issues with your new card.

Card delivery timeframes

We'll send you your new card as soon as we stop your lost or stolen card. This card will get to you within 3 to 5 business days, within Australia.

Internet banking and phone banking

You'll also need to set up any regular payments you may have on your phone and Internet banking, as they won't transfer over to the new card number automatically.

Recurring transactions

If you have a recurring transaction set up on your account, (for example, a regular payment for your health insurance, gym membership or for another bill or service which is regularly debited from your credit card) you'll need to contact the merchant who bills your card and provide them with the new card details, you can use our Change to recurring transactions form (PDF 36kB) if you would like. As your old card number has been stopped, any recurring transactions which are attempted to be debited from this old card number will be declined.

Automatic payments

If you have an automatic payment set up to pay your credit card, you'll need to update the details of this to make sure it's set up to pay the new card number. This applies for all payments set up on Internet and phone banking. If you have CardPay Direct (PDF 536kB) set up to pay your account, this will transfer over automatically.

What if someone uses my card fraudulently?

Provided you notify us within a reasonable time from when your card is lost or stolen and you have not otherwise contributed to the loss, you will not be liable for any fraudulent transactions on the card.

For further information about ANZ's card security and our fraud monitoring & policy, please visit Security.

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