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ANZ Falcon® technology monitors millions of transactions every day to help keep you safe from fraud.
Falcon® is a registered trademark of Fair Isaac Corporation.
You can view, search, print and even download your transaction details. If you believe a transaction has been made in error, you can lodge a dispute for that transaction. We'll show you how.
You can use the ANZ App to view your transactions while on the go.
You can use Internet Banking to view your transactions quickly and easily:
If you wish to print your transactions for your own records:
You can use the ANZ App to search your transactions quickly and easily:
You can also view a list of your Ongoing & One-off Payments in the ANZ App by tapping More, tap Ongoing & One-off Payments and choose your eligible account to view. Learn more
Use your Internet Banking search to find the transaction you're looking for:
Viewing the details of a transaction can be helpful if you don’t immediately recognise it and wish to find out more about the payment. Here are some things to consider that may help clear things up.
If you're still unsure you can dispute the transaction so that it can be investigated.
Is the amount charged to your account different from the amount on your receipt? This could happen if a purchase is made overseas, or from a merchant that’s located overseas.
If you've made a purchase but the transaction date is different, there may be a delay (up to seven days) between your purchase date and when it’s charged to your account. Fluctuating exchange rates may vary the amount you're charged, surcharges and transaction fees may also apply.
Did you know you can now see more information about your purchases in the ANZ App and get in touch with the business charging you in just a few taps?
Tap on a transaction to see the location of the business on a map. Perfect for double checking transactions you’re not too sure about – or retracing your steps after a shopping trip.
If something still doesn't look right, please follow the steps below to dispute a transaction.
You can also contact the merchant directly to resolve the issues listed below:
If you think the transaction was unauthorised or the result of a scam, you should call ANZ immediately. However, if you see a transaction that doesn’t look right for another reason, and you don’t think your account is at risk, there are a few things you can check before you give us a call:
We’ll look into it and give you updates along the way. Time limits apply, so it’s important you contact us as soon as you can. But before you send us a message or call us, make sure you’ve gathered the following information:
If possible, it’s also helpful to collect other supporting documents such as receipts, bank statements, photographs of the item and business’ contact details.
If you think the transaction was unauthorised or the result of a scam, you should call ANZ immediately. However, if you see a transaction that doesn’t look right for another reason, and you don’t think your account is at risk, there are a few things you can check before you give us a call:
At this point, your request has been submitted and we will begin our investigation.
If you’re having trouble lodging a transaction dispute online, there are other ways you can do this.
Download and complete the Customer Transaction Dispute Form (PDF). It lists the information and documents you'll need to provide.
If you can't download the form, call us on 13 22 73 (or +61 3 9683 9999 from overseas) and we'll send it to you.
You can query transactions you don’t recognise via Message Us in the ANZ App.
Tap on the transaction, then tap Something not right? and scroll down to the bottom of the screen and tap Message Us.
Visa, MasterCard and EFTPOS have their own procedures and timeframes for resolving disputes, and we’ll need to follow their respective processes.
To further understand the investigation process for resolving a transaction query, please refer to the ANZ Credit Cards Conditions of Use (PDF 428kB) for more information.
Once we've received your request to dispute a transaction, we'll send you a letter or email to confirm that we're looking into it for you. We may need further documentation from you to assist with the investigation. If this is the case, we'll contact you by phone, email or securemail.
When investigating transactions we want to make sure you're not disadvantaged, so we may provide you with a temporary credit. If this is the case, we'll notify you by letter or email, stating the temporary credit and timeframe for your enquiry to be resolved. The timeframes may differ depending on your payment type (e.g. Visa, MasterCard, EFTPOS).
If the merchant refunds the transaction, we will notify you by letter or email of the outcome and reverse the temporary credit that was previously provided. Alternatively, if you receive a refund from the merchant, please let us know and we will close the dispute and consider it resolved.
If your disputed transaction is investigated and subsequently declined (e.g. it turns out to be a legitimate transaction), then we will arrange for the reversal of the temporary credit. You'll either receive correspondence, or we'll be in touch, to let you know the outcome.
If there is no response from the merchant within the relevant timeframe for the payment type (e.g. Visa, MasterCard, EFTPOS), we'll send you a finalisation letter notifying you of the outcome of your request. We will then close the dispute and consider it resolved.
We understand there can be a lot of information to digest when disputing a transaction. If you have any questions, please call us on 1800 203 177 (Monday to Friday, 8am to 5pm AEST).
Support information for online banking as well as products and services.
Want to speak to a human? Here you'll find the right number for your enquiry.
Book an appointment online to speak to someone at your preferred branch.
The ANZ App is provided by Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Super and Insurance (if available) are not provided by ANZ but entities which are not banks. ANZ does not guarantee them. This information is general in nature only and does not take into account your personal objectives, financial situation or needs. ANZ recommends that you read the ANZ App Terms and Conditions available here for iOS (PDF) and here for Android (PDF) and consider if this service is appropriate to you prior to making a decision to acquire or use the ANZ App.
Time limits apply, so it’s important you contact us as soon as you can.
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