11
10
If a customer has presented a card that has resulted in one of the above situations and
subsequently produces another card, before deciding whether or not to proceed with
the transaction, the staff member should contact
ANZ
to perform an “Extension 500 call”
(refer to “Extension 500 / Code 10 calls” below) on
1800 999 205
, and select Option 1 -
Suspicious Transactions.
A trained supervisor will request the card number, then ask the staff member concerned a
number of Yes/No questions that will assist in determining whether or not the credit card
is genuine.
6.2 Fraud Minimisation for Credit Cards
Before commencing any Transaction
Check:
• Confirm that you are authorised to accept that particular card
• Check whether the card appears damaged or altered.
Check on the front of the card that:
• Ensure that the name on the card is appropriate to the customer. Identity theft may
have occurred if you are presented with a card containing the name of a cartoon
character, a feminine name on a card presented by a male or other questionable
scenario
• The printing on the card should look professional
• The card must have a current validity date (if applicable)
NOTE:
Some UnionPay cards may be issued with zero’s as the expiry date. These cards are
still valid.
• Cards should look 3-dimensional and contain familiar security features such as a
hologram, signature panel and CVC2 (explanation to follow). It should not appear
suspicious or be made of inferior material.
Embossed Cards:
• The cardholder name and number should be raised and not flattened (unless it is a
genuine unembossed card)
• The first four digits of the embossed number must match the pre-printed four digits on
the card
• The embossing should be clear and even.
Unembossed Cards:
• A cardholder name may or may not be included
• Can be used for electronic Transactions only
• The cardholder name and number are printed rather than raised.
Check the signature during the transaction:
• A signature should appear within the signature panel on the card
• The signature or signature panel should not appear to have been altered
