Fraud Protection & Security¶

Apex Bank employs multiple layers of security to protect your accounts, cards, and personal information. Our fraud prevention systems operate around the clock, but staying informed is one of the most effective ways to keep your finances safe. This guide explains how we protect you and what to do if you suspect unauthorised activity.

Real-Time Fraud Monitoring¶

Every transaction processed through Apex Bank is analysed in real time by our fraud detection platform. This system evaluates hundreds of data points — including transaction location, amount, merchant type, and your spending patterns — to identify potentially suspicious activity. If a transaction is flagged:

• You will receive an instant push notification via the Apex Bank app or an SMS alert asking you to confirm or deny the transaction.
• If the transaction is confirmed as unauthorised, your card will be temporarily blocked and a case will be opened immediately.
• Our fraud operations team may also contact you directly by phone to verify high-risk transactions.

Card Lock and Unlock¶

If you misplace your card or notice something unusual, you can instantly lock your debit or credit card through the Apex Bank mobile app:

1. Open the app and navigate to Cards > Manage Card.
2. Toggle the Lock Card switch to freeze all transactions.
3. When you locate your card, simply toggle the switch again to unlock it.

Locking your card does not affect direct debits or recurring payments already authorised. If your card has been stolen or compromised, we recommend requesting a full card replacement instead, which can be done through the app or by calling 1300 APEX 00.

Reporting Suspicious Activity¶

If you notice an unauthorised transaction, a suspicious login to your internet banking, or receive communication claiming to be from Apex Bank that you did not expect, report it immediately:

• Phone: Call our 24/7 fraud hotline on 1300 APEX 01 (1300 273 901).
• App: Go to Help > Report Fraud in the Apex Bank mobile app.
• Email: Forward suspicious emails to phishing@apexfinancial.company.

Time is critical. The sooner you report suspected fraud, the faster we can act to protect your account and recover funds.

Liability Protection¶

Apex Bank is a signatory to the ePayments Code, which governs electronic payment transactions in Australia. Under this code, you are generally not liable for unauthorised transactions on your account provided that:

• You did not contribute to the loss through fraud or negligence (e.g., sharing your PIN or password).
• You reported the unauthorised transaction to us in a timely manner.
• The transaction was not caused by the use of a lost, stolen, or compromised card where you unreasonably delayed reporting.

Where a dispute arises over liability, our complaints team will investigate the matter in accordance with the ePayments Code framework and provide a written determination. You may also escalate to AFCA if you disagree with the outcome.

Scam Awareness Tips¶

Scams are becoming increasingly sophisticated. Protect yourself by following these guidelines:

• Never share your password, PIN, or one-time passcode (OTP) with anyone, including people claiming to be from Apex Bank. Our staff will never ask for these details.
• Be cautious of unsolicited calls, texts, or emails that create urgency — such as threats of account suspension or requests to transfer money to a "safe" account.
• Verify before you act. If you receive a suspicious communication, hang up and call us directly on our published number.
• Use strong, unique passwords for your internet banking and email accounts. Consider using a password manager.
• Enable two-factor authentication (2FA) on your Apex Bank account and all linked email addresses.
• Check your statements regularly for transactions you do not recognise, no matter how small.

Additional Security Features¶

Apex Bank provides the following security measures across all accounts:

Your security is a shared responsibility. If you have any questions or concerns about the safety of your account, contact our support team or visit your nearest Apex Bank branch.