Security & Fraud Awareness Guide

Helping You Shop Safely and Confidently Online

Your awareness and quick action can make a real difference.

Our Commitment

Protecting our customers is one of our highest priorities.

We use secure technologies, trusted payment providers and sound business practices to help safeguard your information.

We also believe that sharing practical security advice is an important part of customer care.

Recognising Genuine Communications

Official communications from The Tru2u Group will generally relate to:

• orders you’ve placed;
• enquiries you’ve made;
• account updates; or
• newsletters or promotions you’ve chosen to receive.

If you receive an unexpected communication claiming to be from us, especially one requesting personal or financial information, take a moment to verify its authenticity before responding.

Common Signs of Scams

Be cautious if a message:

• creates unnecessary urgency or pressure;
• asks for passwords or payment details;
• contains unexpected links or attachments;
• includes spelling or grammar that seems unusual; or
• requests payment through unfamiliar methods.

If something doesn’t seem right, it’s always worth checking.

Protecting Your Account

Simple steps can make a significant difference:

• choose a strong password;
• don’t reuse passwords across multiple websites;
• keep your devices updated;
• log out of shared or public computers; and
• protect your login details.

Never share your password with anyone.

Safe Online Shopping

When shopping online:

• ensure you’re visiting the correct website;
• look for a secure connection (https://);
• keep your browser updated;
• avoid making purchases over unsecured public Wi-Fi where possible; and
• monitor your payment statements regularly.

These habits help reduce the risk of fraud.

If You Suspect Fraud

Act quickly to protect yourself and your information.

1. Pause & Verify

Stop and check the message, email or request carefully. Verify the sender and do not click on links or open attachments if you’re unsure.

• Check unexpected emails or texts.
• Be cautious of requests for personal information.
• Question urgent payment requests.

2. Change Your Password

If you think your account may be at risk, change your password immediately using a strong, unique password.

• Use 12 or more characters where possible.
• Use a mixture of letters, numbers and symbols.
• Do not reuse passwords.

3. Contact Your Financial Institution If Needed

If you believe your payment details or account have been compromised, contact your bank or card provider straight away.

• Report unauthorised transactions.
• Consider freezing or cancelling your card if necessary.
• Monitor your accounts.

4. Notify The Tru2u Group

Let us know what happened. Our team can help protect your account and investigate any suspicious activity.

• Contact Customer Support.
• Provide details of the suspicious communication.
• Follow our guidance.

5. Report Suspected Scams Where Necessary

Help protect others by reporting scams and fraudulent activity to the appropriate authorities where necessary.

• Report to Scamwatch where appropriate.
• Report cyber security incidents through the appropriate Australian channels.
• Contact your local police if required.

Acting quickly can limit the damage of fraud and help protect you and others. When in doubt, stop, verify and seek help.

What to Do If Your Information May Be Compromised

If you believe your account or personal information may have been compromised:

1. Change your password immediately.
2. Contact your financial institution if payment information may be affected.
3. Notify The Tru2u Group if the issue relates to your account or an order.
4. Report suspected scams to the appropriate Australian authorities where necessary.

We’ll assist wherever we reasonably can.

Our Security Practices

We regularly review our business practices to support the security of our systems and customer information.

These measures may include:

• encrypted website connections;
• trusted payment providers;
• restricted access to customer information; and
• ongoing monitoring and system improvements.

As technology evolves, we continue to review and strengthen our security practices.

Common Questions

Question	Answer
Will The Tru2u Group ask for my password?	No. We will never ask you to disclose your password.
How can I tell if an email is genuine?	Check whether the message relates to something you expected, verify the sender’s details and contact us directly if you’re unsure.
What should I do if I clicked a suspicious link?	Change your password immediately, monitor your accounts and contact us if you believe your Tru2u Group account may have been affected.
Is it safe to save my password in my browser?	Many modern browsers offer secure password managers, but you should ensure your device is protected with a strong password or biometric security and kept up to date.
Where can I learn more about online safety?	The Australian Cyber Security Centre (ACSC) provides practical guidance and alerts on staying safe online at www.cyber.gov.au.

Helpful Tips

• Pause before responding to unexpected requests for personal information.
• Use different passwords for important accounts.
• Enable multi-factor authentication where available.
• Keep your devices and software updated.
• Contact us if you’re ever unsure about a communication claiming to be from The Tru2u Group.

Key Points

• Always verify unexpected emails, texts or calls before you act.
• Keep your account secure with a strong, unique password.
• Never share personal or payment details in response to a suspicious request.
• Use secure websites and trusted payment methods.
• Act quickly if you suspect fraud and contact our Support Team.
• We use strong security practices to help protect your information and transactions.