Scams

Scams can target anyone, whether it is online, over the phone, through the mail, or in person. Increased scam activity can happen to you if you’ve been affected by a data breach. It’s important to stay alert to scams and act quickly if something goes wrong.

This page has information about what to do if you’ve been scammed. It also has information about how to reduce your chances of being scammed, how to spot a scam and scam awareness do’s and don’ts.

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What to do if you’ve been scammed

01

Contact your bank or credit provider immediately

If you have sent money or shared your banking or credit card details with the scammer, your bank may be able to stop or reverse a transaction. They can also help you put added security on your bank accounts, block the affected credit card, or issue you with new cards. 

In some cases, you may be able to ask the bank for a refund if they did not meet certain obligations to protect your money, for example if the bank didn’t block your card, or allowed more transactions, after you reported that you’d been scammed.

If you’re unhappy with your bank’s response 

Lodge a complaint with your bank or credit provider (called ‘Internal Dispute Resolution’).  Clearly explain the problem you are facing and the solution you are seeking. 

Lodge a complaint with the Australian Financial Complaints Authority 

If you’re unhappy with the outcome of your complaint to the bank, lodge a complaint with the ‘External Dispute Resolution’ scheme, or ‘Ombudsman’.  For financial services such as banks, this is the Australian Financial Complaints Authority. It is a free, fair and independent service. 

02

Run a virus check on your device 

If you think your computer or device has been hacked or infected with malware or ransomware, use your security software to run a virus check. 

03

Change your online passwords 

If you think one of your online accounts (e.g. bank account, email, online shopping account or social networking site) has been compromised, you should change your password immediately. 

04

Check your bank statements 

Once you’ve been scammed, there is a chance you can be scammed again. Check your bank statements regularly and act immediately if there’s a problem. 

If you’ve been the victim of fraud 

If a payment has been made from your account without your knowledge or consent, there are rules which can assist you in getting your money back.  Banks and other credit institutions must follow the ePayments Code  which mandates refunds depending on the cause of the loss. 

05

Contact IDCARE 

Get help to recover by contacting IDCARE, Australia and New Zealand’s national identity and cyber support service. They provide a free and confidential support service for people impacted by scams and identity crimes.  

You can call them on 1800 595 160 or visit their website to find out more.

06

Report the scam 

Report the scam to Scamwatch.  This can help stop scammers and warn others. 

You can also make an official report to the police online.  

07

Warn others 

Report the scam to the appropriate organisation or government agency to help warn them about the scam that’s imitating them. If the scam occurred on social media, report it to the social media platform.  

Warn your friends and family about these scams. 

08

Speak to a free financial counsellor 

If you’ve been the victim of a scam and you are experiencing financial hardship or you just don’t know where to start, you can speak with one of our financial counsellors. 

Financial counsellors aren’t judgmental about your circumstances – they’re here to offer you free, confidential and independent advice and assistance. 

To speak to a financial counsellor, you can: 

  • Call the National Debt Helpline on 1800 007 007 – open weekdays from 9.30am to 4.30pm. 
  • Use our live chat service by clicking the chat icon in the bottom right corner of your screen.  Live chat is available weekdays from 9.00am to 8.00pm.  If you send a message outside these hours a financial counsellor will get back to you. 

09

Reach out for emotional support 

Being scammed is a horrible experience and it can happen to anyone.  If you need someone to talk to, reach out to family and friends or you can contact Lifeline on 13 11 14 or Beyond Blue on 1300 224 636. 

How to protect yourself from scams

Three ways to avoid scams

STOP 

Don’t give money or personal information to anyone if you’re unsure. 

  • Scammers can pretend to be anyone online, on the phone, in emails, and text messages. They will usually start by offering to help you or ask you to verify who you are. 
  • Scammers will often pretend to be from organisations you know and trust like your bank, Centrelink and others. You can never be entirely sure who you’re dealing with when you’re contacted out of the blue. 

THINK 

Ask yourself, could the message or call be fake? 

  • Never click on a link in a message or respond to callers before you know it’s real. 
  • Only contact businesses or government using contact information from their official website or through their secure apps. 
  • If you’re not sure just say no, hang up, or delete. 

PROTECT

Act quickly if something feels wrong.  

  • Call your bank to secure your accounts if you notice unusual activity or if a scammer gets your money or personal information. 

Spot a scam

Learn to identify key signs of a scam and protect yourself. If you spot any of the following signs, stop and check whether an offer or communication is real:

  • Someone you don’t know contacts you out of the blue. 
  • You feel pressured to act quickly. 
  • You are asked to provide your username, password, or personal information. 
  • A caller saying they’re from a government department or law enforcement, threatening you with arrest or deportation unless you make immediate payment. 
  • A message asking you to open or download an attachment. These can install malicious software on your computer or phone, giving the scammer access to your personal data. 
  • Offers that sound too good to be true such as an online shopping deal, the chance to invest in an ‘amazing’ scheme, that you’ve won a competition or that you have an unclaimed inheritance. 
  • A caller asking to remotely access your computer. 
  • Requests for payment via insecure or unusual methods such as cryptocurrency, gift cards or bank transfer. 
  • A business asking you to use a different bank account and BSB from the last payment you made to them. 
  • You are asked to transfer money to an account to ‘keep it safe’ or for ‘further investigation’. 
  • Requests asking you to pay for something in advance. 
  • Unsolicited offers of financial or investment advice. 
  • Offers to make fast or guaranteed money with little to no risk.

To keep up to date on scams, subscribe to ScamWatch email alerts or follow them on Instagram, Threads or YouTube. 

Scam awareness DO’s and DON’Ts

Be careful of links and attachments: 

 Don’t click on or download anything you don’t trust, especially in unexpected or suspicious texts or emails. 

  • If unsure, check that a communication is real by contacting the person or organisation directly using details you’ve found yourself. 
  • Scammers can spoof phone numbers and emails so they appear to be sent from a genuine source. Don’t automatically trust something just because it appears in a previous conversation with a trusted source. 
  • Make sure your antivirus software is up to date.

Protect your personal information:

Never give personal information to a stranger. Scammers will pose as a legitimate contact to get your details to hack your accounts or steal your identity. 

  • Anyone asking for your passwords or access to your device is likely a scammer. 
  • For added security enable two-factor authentication on your accounts where possible. 
  • Use strong password phrases for your online accounts and protect your network and devices with antivirus software. 
  • Regularly change your passwords.

Verify before you buy: 

If you’re buying something on a site or through a seller you haven’t used before, do your research first.

  • Look for the sellers’ terms and conditions, ABN, and physical address. The company’s address should have a street name, not just a post office box. 
  • Search a seller or business name and details online for independent reviews. 
  • Don’t rely on seeing a padlock in the address bar of your browser – this doesn’t guarantee you’re buying from a real company.

Research any opportunity that’s too good to be true

Be wary of anyone that claims you can make easy, fast or guaranteed money.

  • Seek professional advice from a registered financial advisor and check they’re registered on ASIC’s Moneysmart website. 
  • Do your research before making any decisions and check Moneysmart and ScamWatch for information on investment scams. 
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You might feel overwhelmed, but you have options and there are steps you can take yourself. But if you feel you need a bit more guidance or need help quickly, simply call us.

CALL 1800 007 007