Consumer protection​ FAQs

FAQ / Consumer protection​ FAQs

Frequently Asked Questions

What can I do to protect myself from fraud in Australia?

Most importantly, make sure you know the person you’re sending money to. Only transfer money to someone you know personally or whose identity you can personally verify. If someone asks for money for a friend or relative in an emergency situation, do everything you can to confirm that the emergency is real before sending the money.

Learn more about how to protect yourself.

Are there common consumer fraud scenarios to be aware of?

Fraudsters are always coming up with new and creative ways to try to get your money in Australia and abroad. There are a number of common scams to be aware of.

The best way to avoid being a victim of fraud is to educate yourself. Learn more about common scams.

What should I do if I receive a suspicious email from someone claiming to be Western Union?

Don’t respond to the email or click on any links. Instead, forward the email to us at, and then delete it.

Note that Western Union will never send you an email asking for your user ID or password.

Can the test question secure my funds or delay payment of a transaction?

The test question is designed for emergency situations where the receiver doesn’t have proper identification (for example, his or her wallet and identification have been stolen).* Any other use of a test question may be fraudulent. It should never be used as additional security to time or delay the payment of a transaction.

* Some countries also require a test question to process a transaction. Ask at your agent location about the requirements in your receiver’s country.

Does Western Union hold funds or provide buyer protection?

We don’t act as a third party for holding funds, or offer a “purchase protection” policy. Western Union is committed to protecting the interests of our customers, but we can’t guarantee the delivery of goods or rendering of service once the receiver has picked up the funds. We caution our customers against sending money to people they don’t know. Find out more about how to protect yourself.

What can I do if I suspect fraud or am a victim of fraud?

If you’ve just sent a money transfer and suspect that you may be a victim of fraud, contact us immediately. If the transfer hasn’t been completed, we may be able to cancel it and refund your money.

Contact the Department of Consumer and Employment Protection or local law enforcement authorities if you’re uncertain or suspicious of a telephone, mail or email solicitation, or if you feel that you’ve been the victim of fraud.

What does Western Union do to protect my information?

We use a variety of techniques to protect the confidentiality of your personal information, including SSL technology.

You can learn more in our Privacy Policy.

Can’t find what you are looking for?

If you need to get in touch with Western Union, don’t hesitate to contact our Customer Care