Scam guidance

Scammers use calls and SMS to get your money or personal details. This page describes common scams, the warning signs, and what to do if you’ve been scammed. New scams appear all the time, so this list isn’t complete.

Warning signs

• Too good to be true. Big prizes or rewards for very little effort.
• Urgency. You must act now, or you’ll lose a prize or face consequences.
• Isolation. You’re told your details are compromised and not to ask anyone else for help.
• They seem to know you. Scammers may already have your name, birthday or bank, often from a data breach or an earlier scam, to win your trust.

Phone scams

Scam	How it works	What to do
Callback scam	An email, often posing as your bank or PayPal, reports a suspicious transaction and gives a number to call to dispute it.	Don’t call the number or click any links. Call your bank on the number on your card or in its banking app.
Fake invoice	An invoice for a large amount arrives from a well-known company (for example Geek Squad, Norton or Amazon) with a number to call to dispute it.	Don’t call the number or click any links. Check with your bank whether any money has actually left your account.
Impersonation call	A caller claims to be your bank, PayPal or a government agency such as the ATO. They say there’s a transaction or missed payment and ask you to confirm personal or card details, or read back a one-time code they’ve just sent.	Don’t give any information or codes. Ask for a reference number, hang up and call back on the organisation’s advertised number. A genuine caller won’t refuse.
Fake number listing	Fake numbers in directories or forums promise faster service from organisations with long wait times, such as airlines, banks or Centrelink.	Only call numbers on the organisation’s official website. Fake lines collect your details or payment, or charge for services that are free.
Fake prize	A caller says you’ve won money, a car or a house in a raffle, but must pay a delivery, service or stamp duty fee first.	Don’t give payment details. If you didn’t enter the raffle, hang up. If you did, hang up and call the organiser on their advertised number.

If gambling is causing problems for you, see gambling support services.

SMS scams

Scam	How it works	What to do
“New number” from family or friends	A message claims to be from a family member or friend who has a new phone or is in trouble, and asks for money. They may ask you to move to WhatsApp or Telegram.	Contact the person on the number you already have before doing anything.
Fake parcel delivery	A message says a delivery was attempted and includes a link.	Don’t click the link. If you’re expecting a parcel, check its tracking or contact the courier, such as Australia Post, directly.
Fake payment notice	A message says a payment has been authorised from your account and to call a number or follow a link if it wasn’t you.	Don’t call the number or click the link. If you’re unsure, call your bank on its advertised number.

Block scam calls and SMS

• Block specific numbers across your PBX with the Global blocklist, or in one part of your call flow with a Blocklist.
• Route or stop calls from outside Australia with GEO routing.

See Reduce unwanted and scam calls for more ways to block calls.

If you’ve been scammed

Don’t be embarrassed. Anyone can be scammed.

1. If you’ve made a payment or given out card details, call your bank straight away.
2. Report the scam to Scamwatch.
3. Report it to the police through ReportCyber.
4. Watch out for follow-up scams. Scammers may try again, offer to get your money back, or sell your details to other scammers.

If you think someone has accessed your phone system account, see After a security incident.

Related

• Reduce unwanted and scam calls
• Number spoofing