Check whether the transaction can be disputed
Before lodging a dispute, it's worth checking a few things first.
Check any transaction you don't recognise
- Could the purchase have been made by another cardholder?
- Is the merchant trading under a different name? Try searching the merchant name online.
- Is it a regular payment (e.g. membership, subscription or app download)
- Was the purchase made in a foreign currency and converted into Australian dollars?
When we can help
We may be able to help you dispute a transaction if:
- You didn’t receive the goods or services
- You were charged more than once for the same purchase
- You were charged the wrong amount
- The goods or services were faulty or not as described
- The transaction wasn't authorised.
When we can’t help
We're unable to raise a dispute for:
- Refunds or exchanges where you've simply changed your mind
- Membership or subscription cancellations
- Issues with downloaded software.
For these types of issues, please contact the business or merchant directly.
Confirm the Transaction has been processed
- We can only investigate once a transaction has been fully processed to your account
- Most transactions take 3–5 business days to process, and in some cases up to 10 business days
- You can view both pending and completed transactions in the app or online banking.
Protect your account
Card Transactions
If you notice an unauthorised card transaction, you can;
- temporarily lock, or permanently cancel your card via the app or online banking at any time.
- stop your card by calling us on 13 13 86 around the clock.
- order a new card or raise a dispute by calling us on 13 13 86 (Mon-Fri 8am-6pm and Sat 8am-1pm) or visiting your local branch.
Other Transactions
If you suspect you’ve been a victim of fraud or a scam, please contact us immediately by:
- Calling 13 13 86 (Mon-Fri 8am-6pm and Sat 8am-1pm)
- Visiting your local branch
- Calling +612 4921 9111 from overseas.
- Emailing fraud@greater.com.au (if outside business hours) Please include details of the suspicious activity and the best way for us to contact you.
Gather supporting information
You should contact the merchant first to try and resolve the issue. Keep a record of your communications, as it may help your case.
Other information we may ask for includes:
- Copies of receipts or invoices
- Photographs of the item (if faulty or not as described)
- Merchant contact details.
Raise the dispute
Notify us as soon as possible. There are strict timeframes for raising a dispute, and acting quickly gives us the best chance to resolve it.
If you believe you've been the victim of fraud or a scam, we also recommend reporting it to:
- Police Assistance Line 131 444
- Scamwatch – scamwatch.gov.au
- Australian Cyber Security Centre - www.cyber.gov.au
Call into your local branch and one of our friendly team will assist to raise the dispute.
Call us on 13 13 86 and one of our friendly team will assist to raise the dispute.
What happens next
Once you've submitted your dispute:
- For unauthorised card transactions, we'll cancel your card to protect your account and send you a new one.
- We’ll liase with the merchant's bank and keep you updated by email or letter.
- We may contact you for more information. Please respond promptly as delays can affect your dispute rights.
- For Visa transactions, we may provide you with a temporary refund while awaiting the merchant’s response (usually within 45 days). If the merchant confirms the charge was valid, the refund may be reversed.
- We aim to resolve most disputes within 21 days, though complex cases may take longer. We'll keep you informed in writing if that's the case.
- For credit card disputes, please continue to make at least the minimum repayment while the matter is under review.
- If the transaction dispute is decided in your favour, the funds will be credited to your account.
If you are not satisfied with how we have handled your transaction dispute, you can make a complaint and we’ll review the matter further.
This article is intended to provide general information of an educational nature only. We do not recommend any third party products or services and we are not liable in relation to them. Any links to third party websites are for your information only and we do not endorse their content. Information in this article is current as at the date of publication.