If your SmartCard is stolen, you should call the Customer Service Centre on 1800 828 232 (freecall) between 9.00am to 4.30pm Monday to Friday (Australia Central Standard Time), or 1800 621 199 outside business hours, or if you are overseas, on +61 2 9959 7480. Alternatively, you can log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app to immediately turn OFF or block your SmartCard and order a replacement SmartCard.
You can turn OFF your SmartCard by going online and following the steps below:
Log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app
Click on ON/OFF switch.
If you find your SmartCard, you can go online or to your TCU SmartCard eIM mobile app again to turn your SmartCard back ON.
If you cannot find your SmartCard, you can block your SmartCard by going online and following the steps below:
Note: Blocking your SmartCard cannot be reversed.
Log in to your online TCU SmartCard Account or TCU SmartCard eIM mobile app
- Click on the Settings link
- Click on the Block Card link
- Click on Block Card button.
Remember that when you block your Smartcard, you are not blocking your online TCU SmartCard Account. If you suspect that an unauthorised person knows your password to your online TCU SmartCard Account, you should immediately change your password or call the Customer Service Centre on 1800 828 232 (freecall) to report the issue.
Once you block your SmartCard, it cannot be unblocked and you will need to request a new SmartCard be sent to you.
Depending on where you live, you may be able to pick up a temporary SmartCard from your nearest TCU branch or a Services Australia.
Contact the TCU Customer Service Centre on 1800 828 232 (freecall) to find the nearest TCU branch that has temporary cards available or the SmartCard Hotline on 1800 252 604 (freecall) to find the nearest Services Australia location with TCU temporary cards available.