What happens if my card has been used fraudulently?

Card controls are a feature available in internet banking or the Mobile App, giving you extra security on your credit and debit cards, by blocking certain types of card transactions.

You can block transactions in Australia and overseas:

• Tap and Go (Visa payWave)
• In-store purchases
• Online purchases
• ATM withdrawals
• Digital wallet purchases.

You can access card controls by logging into to internet banking or the Mobile App and going to Card Management > Card Controls.

A digital wallet gives you the freedom to carry all your cards in one place, on your smartphone. Both our Visa Debit and Visa Credit cards can be added to your digital wallet using Apple Pay, Google Pay or Samsung Pay.

Find out more about digital wallets.

Our cards are enabled with Visa PayWave, so you can simply tap your card against the PayWave reader to almost instantly pay for your goods. For purchases under $100, you don't even need to enter your PIN, and the card never leaves your hand.

If your purchase is more than $100, you can still use Visa payWave - you'll simply need to enter your PIN, the same way you normally would.

Visa payWave cards have multiple layers of security in place to make sure your money and transactions are safe, and payWave transactions also have Visa's Zero Liability protection, which ensures you are not responsible for fraudulent or unauthorised transactions, subject to the terms and conditions and provided you did not contribute to the loss incurred.

Queensland Country works with Vigil, a card security monitoring service, to monitor and report any suspicious transactions. This means we can work quickly to protect your funds in the event your card is compromised.

Find out more about card security.

If you've lost your card or think it has been stolen, you can report it through Internet Banking or the Mobile App under Card Management in the menu (you’ll find this under Services in Internet Banking). Complete the prompts, and choose if you’d like to replace your card. You’ll be able to access your new card using your digital wallet straight away, and your new physical card will arrive within 7-10 days.

Alternatively, you can contact us to report your card as lost or stolen. Please call your nearest branch or our Contact Centre on 1800 075 078 during business hours. If you need to report your card lost or stolen outside business hours, please phone the Visa lost or stolen cards hotline on 1800 648 027.

If your card is lost or stolen when you're overseas, please phone +61 2 8299 9101.

Please note that you will need to update your card control settings for your new card if you have customised your card controls in Internet Banking or the Mobile App.