Baxter said the bank was making an effort to educate its frontline staff about what advice they should be telling customers, but the penetration or retention rate was about 45 per cent for these staff. However, NAB also conducts baseline induction training which has helped education.
In order to assess individual customer risk, the NAB has started indicating to customers on its internet banking service how secure they are by using a score which shows the user's security as a percentage.
For example, if customers were at 20 per cent security they would be prompted to move up to 40 per cent security by adding SMS security or dual authentication.
AFP manager of the high tech investigations and business delivery unit, Commander Grant Edwards, agreed with Baxter's comments and also said that another problem in terms of education was community apathy.
"They [consumers] say `If we get ripped off, it's OK because the banks will cover it.' That's the Australian attitude of `she'll be right mate' and they understand the banks write the fraud option into the risk profile," he said.
"What we need to do is to get consumers to start thinking differently because not only are [fraudsters] taking money but they are also taking people's identity. When you put it in that context, it makes people sit back and think."
Edwards also said smartphone fraud education needed to be aimed at children who would be the next smartphone consumers and were accustomed to using online banking services. He added that groups such as the big four banks and the AFP may need to rethink how they targeted messages at Generation Y.
"We try to shove the traditional mum and dad messages at them, which is a red flag straight away."
ANZ has also been contacted by Computerworld Australia for comment.
Got a security tip-off? Contact Hamish Barwick at hamish_barwick at idg.com.au
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