Debt from ID theft

If you believe there’s a debt in your name that has been fraudulently created because of identity theft, due to a scam or data breach, then act quickly.

This page has information about what to do if you have debt due to identity theft or fraud.

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What to do if you have debt due to identity theft

01

Contact the alleged creditor immediately

In addition to the steps on our data breaches page, contact the alleged creditor straight away and:

  • let them know you’ve been affected by a scam or data breach
  • ask for details about the alleged debt, including when and how it was incurred, and make it clear it’s not yours
  • to clear the debt, it’s likely you will be asked for evidence that your identity was stolen (such as a police report).

02

Report the fraud

Report the fraudulent debt to either your local police by calling 131 444 or ReportCyber.

03

Debt collectors

If a debt collector contacts you about the fraudulent debt, tell them the debt is not yours, you’re the subject of fraud, and ask them to stop all actions while you try to resolve the matter with the creditor.

If you’re unhappy with the creditor or debt collector’s response

Lodge a complaint with the creditor or debt collector (called ‘Internal Dispute Resolution’). Clearly explain the problem you are facing and the solution you are seeking.

Lodge a complaint with a free external dispute resolution scheme

If you’re unhappy with the outcome of your complaint to the creditor or debt collector, lodge a complaint with the relevant ‘External Dispute Resolution’ scheme, or ‘Ombudsman’. Their services are free, fair and independent. To find out which scheme you should complain to, have a look at our complaints and disputes page.

04

Speak to a free financial counsellor

These situations can become complex so if you’re unsure or you’re not being listened to by the creditor or the debt collector, 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.
  • Make an appointment to see a financial counsellor in your local area using the Find a financial counsellor map.
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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