Help & support
CallerCheck allows you to verify whether a caller claiming to be from CommBank is legitimate, by triggering a security message in your CommBank app. It’s our preferred method of verification as a more secure way to complete the identification process.
From time to time, we may call about your account(s) or products and services you have with CommBank. It’s important that we both know we’re talking to the right person. Having up to date information is one way to help us keep your accounts safe and protect you from fraud.
With an increase in scam and fraud calls, it can be tricky to know whether the person you’re speaking to is really who they say they are. With CallerCheck you can confirm it’s us and know you’re speaking to a legitimate member of the CommBank team.
We also use CallerCheck to make sure we’re speaking with the right person when receiving and making calls, before we share any details about your account.
CallerCheck can be used for identification on calls you make to us as well as calls we make to you.
You'll need to have version 4.37 or newer of the CommBank app installed. If you don’t have this version, we'll proceed with the standard identification process.
Make sure that you log into the CommBank app and follow the prompts to verify the call.
When you receive a call from our CommBank Retail Banking, Business Banking and CommSec teams to your mobile or landline, all you need to do is ask the caller to use CallerCheck to verify their identity. We will then send a notification directly to your CommBank app.
If you’re ever unsure that the caller is legitimate, it’s always best for you to hang up and call back on our phone numbers.
Ask the caller to use CallerCheck for verification and we’ll send a notification to your device through your CommBank app.
After you click this notification, you’ll be taken to the homepage of your CommBank app and asked to log in.
Once logged in, click on the message asking you to verify the call.
Follow the prompts to verify the call.
Ensure you select ‘Yes, I want to continue’ to complete your verification.
We’ll confirm that the verification has been completed.
Similarly, when you make a call to CommBank from your mobile or landline, we may use this feature to confirm that we’re speaking with you.
We’ll send a notification to your device through your CommBank app.
After you click this notification, you’ll be taken to the homepage of your CommBank app and asked to log in.
Once logged in, click on the message regarding your call.
Follow the prompts to verify the call.
Make sure you select ‘Yes, I did’ to complete your verification.
We’ll confirm that the verification has been completed.
If you receive a notification but haven’t made a call to or received a call from us, we recommend that you select ‘No’ or ‘No I didn’t get a call’ so you can get in touch with our Fraud team. Your access to NetBank and the CommBank app will also be locked as a precaution.
Create a strong password
Setting a strong, unique password and changing it regularly is key to keeping your accounts safe. Follow our password and PIN tips.
Keep your account secure
Find out what you can do to keep your account and cards secure, from setting up alerts when your card is charged, to locking or cancelling your card in seconds.
Stay up to date
Unsure whether a message is legitimate? Check out our latest scam alerts before clicking anything.
Ceba can help you lock your card or securely connect you to a specialist in the CommBank app.
Fast-track your call, see expected wait times and connect with a specialist in the CommBank app.
Send us a copy or screenshot if you receive a hoax email or SMS.
