We urge you to remain vigilant to scams. Please note, we will never contact our customers requesting their passwords.
Be on high alert for phishing scams
Scammers may contact you by SMS, phone, email or post, pretending to be from Latitude or Gem.
Verify any communications you receive to ensure they are authentic
Inspect the sender's email address for anomalies and be wary of phone numbers originating from unusual geographic locations.
Be careful with links and attachments
Instead of clicking links within emails or SMS, navigate to our website through your browser or visit our app. Do not open attachments from unsolicited contact.
Do not respond to SMS or emails from suspicious numbers or email addresses
If you have received a Latitude or Gem branded scam, please report them to email@example.com and then delete the message.
Monitor your bank accounts
If you spot any unusual or suspicious activity, notify your bank immediately.
Use strong and unique passwords
Regularly update your passwords and ensure you are using strong passwords. Enable multi-factor authentication where possible.
Common Types of Scams
Familiarise yourself with the most common types of scams to help prevent falling victim to them.
Online Safety Organisations
IDCARE is Australia and New Zealand's national identity and cyber support service. A not-for-profit charity that was formed to address a critical support gap for individuals confronting identity and cyber security concerns.
The Australian Cyber Security Center (ACSC) provides advice and information about how to protect you, your family and your business online. They lead the Australian Government's efforts to improve cyber security and provide current alerts, and useful resources to help you protect yourself online. ReportCyber is a secure reporting service for cybercrime and online incidents for investigation by law enforcement.
The website brings together a wealth of useful information, support, and guidance to help Australians have safe, enjoyable experiences online.
Scamwatch provides information to consumers and small businesses about how to recognise, avoid and report scams. The ACCC and Scamwatch ask that you report scam-related events. This information is used to keep Australians informed about the latest scams in circulation and to collaborate with the industry to look for innovative ways to disrupt scams.
You can report a scam to the ACCC by completing the Report a Scam web form.
To protect your personal information, this is who you need to contact if you're concerned about your online security.
Report a Scam
Received a suspicious email or text message?
- If you believe you've received a Latitude branded scam, please forward the email or a screenshot of the text message to firstname.lastname@example.org and then delete the message.
- Please note that while we monitor this inbox, we aren't able to respond to individual emails. You'll receive an automated response to let you know that we are looking into it.
- If you've responded to or actioned a suspicious email or message, it's possible your security has been compromised. Please contact us immediately.
Report a Suspicious Transaction
Seeing some suspicious activity on your account?
If you believe there's fraudulent activity on your account, contact us immediately so we can make sure your account is secure.
If you're concerned about a transaction or charge appearing on your account that may not be yours, you can raise a dispute and we will investigate it.
Report a Lost or Stolen Card
Have a lost, stolen, or damaged card?
Don't panic, you can cancel the card and we'll send you a new one.
Just let us know using the mobile app, Latitude Service Centre or via our online form.
For more information on how to report a lost, stolen or damaged card, please visit here.