Unauthorised and mistaken transactions
Mistakes on your bank account
If there is an error on your bank account, the sooner you report
it to the bank, the more likely you will get your money back. Here
we explain what to do if you make a mistake transferring money from
your bank account or if you are worried someone else is using your
account without your consent.
How do unauthorised or mistaken bank
An unauthorised transaction happens when someone else has access
and uses your bank account without your knowledge or consent.
A mistaken transaction can happen when you pay the wrong person
or company by:
- incorrectly typing the BSB or account number
- putting in the wrong information because the person you are
paying has provided the wrong number
- you select the wrong payee.
ASIC figures from a 3-month period in 2015 show that 83% of
mistaken transactions are because people incorrectly entered the
bank account details of the person they were transferring money
How does the ePayments Code protect you?
The ePayments Code is a code of practice that virtually all
banks, building societies, credit unions and even some payment
services have signed up to. It protects you when using electronic
payments, including when you:
- Withdraw money from an ATM
- Buy goods or services on EFTPOS or credit cards (though not when
you authorise the purchase using manual signature)
- Do telephone or internet banking
- Use your credit card over the phone or internet
- Use mobile phone payment services
You can find out more about the ePayments Code on the ASIC website.
Can you get your money back if
there's a mistake on your bank account?
In most cases, you are entitled to a refund if there is an
unauthorised or mistaken transaction on your account. However,
there are some instances where you may not be able to get your
When you will get your money back for a mistaken payment
You are likely to get your money back if you put in the wrong
BSB or account number, or chose the wrong payee, if you contact
your account institution within 10 business days and the money is
still in the recipient's account. Your account institution must
also be satisfied that the mistaken is genuine.
It will be a slower process if you report the problem after 10
business days, but you should still get your money back if the
money is still in the recipient's account.
If it is more than 7 months, and the money is still in the
recipient's account, then the recipient has to consent to the
return of your funds before you can get your money back.
When you will get your money back for an unauthorised
You are likely to get your money back if:
- a forged, expired, faulty or cancelled PIN/password or card was used
- there was fraudulent conduct by employees of your account
institution or merchant
- the transaction took place before you received your card or
- a merchant incorrectly debited your account more than once
- the transaction took place after you told your account
institution that your card was lost or stolen or that someone else
may know your PIN or password
- it's clear that you haven't contributed to the loss
When you may not get your money back for an unauthorised
There is less chance of getting your money back from an
unauthorised transaction if you:
- acted fraudulently
- didn't keep your PIN or password secret
- unreasonably delayed telling your account institution that your
card was lost or stolen or that someone else may know your PIN or
- accidentally left your card in an ATM
Even in these circumstances the amount you are liable for is
subject to certain caps.
How to report a mistake on
your bank account
Before you report an unauthorised or mistaken transaction you
should check if your bank, credit union, building society or
payment service provider has signed up to the ePayments Code. You
can check on this ePayments Code
When you report a mistake or unauthorised transaction on your
account make sure you get a reference number to verify that you
made the report.
If your bank, credit union, building society or payment service
provider is a subscriber to the Code they must have processes in
place to get your money back in the circumstances outlined above.
If they are not a subscriber, you can still raise your concerns
with them. You can also ask them to become a member of the
To report a mistake or unauthorised transaction on your account,
call your financial institution as soon as possible and let them
In the case of an unauthorised transaction, you need to do this
quickly to fix up the problem and prevent any more unauthorised
It is worth closely checking your account
statements every month for any wrong transactions and reporting
them to your service provider as soon as possible.
Last updated: 05 May 2017