Security

ING DIRECT takes the security of your information and money very seriously. We use technology and physical security measures to ensure a high level of protection for your information and money.

We continually monitor trends and work with industry experts and authorities to ensure that we provide a high level of protection.

Our website uses 128-bit SSL (Secure Sockets Layer) encryption to ensure that others cannot read information travelling over the internet between your computer and our website. This can be verified by checking that there is a padlock icon on the bottom corner of your browser window, which will appear when you log into ING DIRECT online banking.

We've also made it even easier for you to make sure you're accessing the genuine ING DIRECT website, by using “extended validation” certificates. Simply look for the green address bar when you access ING DIRECT online banking (when you use compatible web browsers).

In order to use this feature, upgrade your web browser to the latest version available.

Virtual keypad - We use a virtual keypad on our website when you are required to enter your Access Code. The order of the numbers on the keypad changes on each login. This keypad is designed specifically to help prevent hackers from capturing your Access Code and therefore gain access to your account.

Security Tips - On login, you will see regularly changing security tips, to help you to protect your information and money. Please take a few moments to read these tips and follow the instructions.

Last login time displayed

When you successfully sign in to online banking, the Welcome screen will display your last sign-in date and time. This will help you to determine whether unauthorised parties have accessed your account.

Login timeout

If you do not perform any activity on online banking for 8 minutes or more, your online banking session will automatically timeout and you’ll be logged out.

Account lockout

For your account protection, after three failed login attempts, your access to online banking will be suspended. To unlock your account you’ll need to call us on 133 464 (+61 2 9028 4077 from overseas) 24 hours, 7 days.

Security Codes (currently available to customers who have an Orange Everyday account or home loan account with online access) provides you with an additional level of protection. When banking online your existing Client Number and Access Code already provides you with a high level of security. But because you can’t be too safe when it comes to your information and money, to enable you to perform certain transactions online with even greater confidence we’ve introduced an additional level of security called Security Codes.

These are once-only codes sent to your mobile phone. Once received, you need to enter the Security Code in the secure online area within 5 minutes of receiving it every time you perform certain online transactions such as paying bills via BPAY or changing any of your contact details (address, phone number, etc). Expiring after five minutes, they help to ensure it is you (rather than a potential fraudster) who is performing the transaction.

Security Codes are a form of “two-factor authentication” designed to protect you against many types of online fraud such as phishing, Trojans and identity theft. Two-factor authentication is a process designed to verify two things - something you know and something you have. In the case of ING DIRECT, we verify your Access Code (something you know) and your receipt of a Security Code sent to your registered mobile phone (something you have).

Security Codes are currently required for customers who open an Orange Everyday account or have a home loan account with online access.

A quick one-off registration process is required to set up Security Codes.

For more information including when Security Codes are required, see our Security FAQs

Please contact us immediately on 133 464 (+61 2 9028 4077 from overseas) 24 hours, 7 days if:

• you receive an SMS Security Code sent from ING DIRECT and don’t know why;
• the details of the SMS we send you are different from what appears on your computer screen;
• you receive a request for your Client Number and/or Access Code via SMS. ING DIRECT will never request that you provide your Client Number and/or Access Code via SMS. We will also never ask you to reply to an SMS Security Code text message.
• your online and phone banking access has been suspended.

Security Code Demo

An online demo is available to show the simple process for registering and receiving Security Codes when transacting online. Click here to view our Security Code demo

For customers registered for Security Codes (currently customers who have an Orange Everyday account or home loan account with online access), an email alert may be sent to your email address that we have on file after certain transactions have been performed.

To ensure you receive these important email alerts, please make sure that your email address registered with ING DIRECT is accurate at all times. You can update your email address online or via our Contact Centre on 133 464 (+61 2 9028 4077 from overseas) 24 hours, 7 days.

Please contact us immediately on 133 464 (+61 2 9028 4077 from overseas) 24 hours, 7 days if you:

• receive an email alert from ING DIRECT and don’t know why;
• do not recognise the transaction described in the email alert;
• receive a request for your Client Number, Access Code, card PIN, Security Code or any personal information via email. ING DIRECT will never ask you to respond to an email or click on a hyperlink in an email.

My Messages contain a copy of all email alerts sent to you by ING DIRECT for customers who have registered for Security Codes (currently available to customers who have an Orange Everyday account or home loan account with online access). If you wish to confirm an ING DIRECT email alert is genuine, simply login to ING DIRECT online banking and click “My Messages”. You should see a My Message identical to the email alert you received.

As with email alerts, if you receive a My Message and you do not know why, please contact us immediately on 133 464 (+61 2 9028 4077 from overseas) 24 hours, 7 days.

Please note that not all emails sent to you by ING DIRECT will appear in My Messages. For example, promotional mailings and online statement notifications will not appear in My Messages.

ING DIRECT apply daily transaction limits on some transactions, in order to protect your account. Refer to the Terms & Conditions for your account for full details.

ING DIRECT operate a number of specialised industry standard systems designed to help us to detect fraudulent transactions performed on your account. In analysing and investigating alerts, we may need to phone you to verify activity on your account.

To help us contact you quickly, please ensure that your contact phone numbers registered with ING DIRECT are current at all times. Remember to activate global roaming on your mobile phone if you are travelling overseas. You can update your contact phone numbers online or by calling us on 133 464 (+61 2 9028 4077 from overseas) 24 hours, 7 days.

We will communicate to you when we become aware of new threats to online banking by updating the Security Alerts and News section of our website, as well as the Security Tips page on login. If you have any concerns about the security of online banking, please contact us on 133 464 (+61 2 9028 4077 from overseas) 24 hours, 7 days.

For Savings Maximiser, Savings Accelerator and Orange Everyday customers, you can receive your statements electronically. This allows you to securely access your statements without the risk of your mail going missing, as well as instant online access and up to 2 years of statements.

ING DIRECT is committed to providing you with the highest level of security, so we are currently introducing security chip technology on our credit and debit cards. The security chip makes the information stored on your card more secure and far more difficult to fraudulently copy card details. For more information on the new Security Chip Cards visit our Security FAQs.