Information you need to know about the Electronic Funds Transfer Code of Conduct (EFT Code)

In the interest of safeguarding your Account, Citigroup Pty Limited (Citibank, we) would like to remind you of some of your and our important rights and obligations.

The EFT Code

Citibank subscribes to the EFT Code, which is administered by the Australian Securities and Investments Commission (ASIC).

We agree to comply with all requirements of the EFT Code as amended from time to time. The EFT Code applies to your Account where a transfer of funds is initiated using an access method through Electronic Equipment. This includes transactions conducted using your credit card or other access card such as a debit card, internet banking, telephone banking, EFTPOS, ATM and direct debit.

We strongly recommend that you familiarize yourself with your Non-Cash Payment Facilities Terms and Conditions (Terms and Conditions), which sets out your rights and obligations under the EFT Code. You will be liable for any EFT Transaction carried out by you or by anyone performing an EFT Transaction with your knowledge and consent. You can get a copy of the Terms and Conditions by calling CitiPhone Banking on 13 CITI (13 24 84) or at

Use of a Card or Identifier

A Card or Identifier must not be used:

  • by any person other than the cardholder whose name and signature appears on the Card;
  • other than within the period of validity indicated on the Card;
  • after the Cardís expiry or cancellation;
  • after the Accountís cancellation; or
  • during any period when the use of your Account or the Card has been suspended.

Securing your Card and Code

The security of the Card and Code is very important. If a Cardholder or Additional Signatory fails to observe the security requirements of the EFT Code you may be liable for Unauthorised EFT Transactions.

In order to protect a Card and Code, a Cardholder and each Additional Signatory must:

  • sign the strip on the reverse side of their Card immediately upon receiving it;
  • not tell anyone including family, friend or even a bank officer their Code;
  • not let anyone else use their Card and/or Code or Identifier and Code;
  • use care to prevent anyone else seeing their Code being entered in Electronic Equipment or overhearing your Code;
  • take reasonable steps to protect their Card or Code from loss or theft;
  • immediately destroy any expired Card;
  • not choose a Code which is clearly identifiable eg date of birth or retrievable eg 1234; and
  • not write or record your Code on any item normally carried with or stored with your Card or Identifier.
If the EFT Code applies to an Account, the above may differ from the circumstances in which you are liable for losses resulting from Unauthorised Transactions under the EFT Code.
In addition, to the extent that the above provisions differ from the relevant provisions of the EFT Code, your liability for such losses will be determined under the EFT Code.

Lost or Stolen Cards or Security Codes and Unauthorised Transactions

You must notify us immediately, where you suspect that:

  • your Card is lost or stolen;
  • your Code is lost, stolen, disclosed or known to someone else; or
  • your Card (or any expired Card) or Identifier or Code has been used to effect an Unauthorised Transaction or has been misused.

You should notify us immediately by calling CitiPhone Banking on 13 CITI (13 24 84), or if you are calling from outside of Australia, you may call (+61 2) 8225 0615.

Liability for Unauthorised EFT Transactions

You will have no liability for Unauthorised EFT Transactions:

  • where it is clear that you have not contributed to such losses;
  • if a forged, expired or cancelled Code or card was used;
  • if there was fraudulent conduct by our employees or your merchant;
  • if the transaction took place before you received your card, PIN or code;
  • if a merchant incorrectly debited your account more than once; or
  • if the transaction took place after you told us your card had been lost or stolen or that someone else may know your PIN or password.

And after notifying us as soon as possible, of any Device or Security Code that has been misused, lost, stolen or compromised.
In circumstances where it is proven that you contributed to losses in any way, as determined by the EFT Code, you may be held responsible for losses incurred. Your liability for any such losses will be determined under the EFT Code.
Where a Code (eg PIN) was required to perform an Unauthorised Transaction and you are proven to have contributed to that loss, you may be held liable for part or all of that loss.

Information you need to know about Chargebacks on your Account

Chargeback means the relevant Card operating rules for transferring the Transaction Amount of a disputed Transaction from the Merchantís financial institution to your Account.

For eligible Transactions processed through a Network (such as Visa or MasterCard) we may:

  • resolve a complaint under the rules of the Network. If we decide to resolve a dispute in this manner, Citibank and you are bound by the operating rules of the Network and resolution will be governed by the limits imposed by those rules. Failure to notify us within the timeframes set by the Network may affect the success of your claim;
  • claim a Chargeback right where one exists;
  • claim a Chargeback for the most appropriate reason; and
  • reject a refusal of a Chargeback by a Merchantís financial institution if it is inconsistent with the relevant operating rules.
If you are unclear on any of the information or specified changes, please do not hesitate to contact us on 13 24 84 and we will be happy to assist you 24 hours a day, 7 days a week.
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