How to spot them and protect yourself
Impersonation scams are becoming increasingly sophisticated, and anyone can be targeted.
In these scams, criminals pretend to be someone you know or trust (e.g., your bank, a government agency, a delivery company, a business, a friend or even a family member) to steal your money, personal information or identity.
With technology making scams more convincing than ever, it can be difficult to tell what's real and what's not. Understanding the warning signs can help you stay one step ahead.
Common impersonation scams
While their stories may differ, many impersonation scams follow a similar pattern.
- Bank impersonation scams
A scammer contacts you pretending to be from your bank and claims your account has been compromised. They may encourage you to transfer money to a so-called "safe" account or share security information.
- Government impersonation scams
Scammers may claim to represent a government agency and pressure you to pay a fine, verify personal information or resolve an urgent issue.
- Family and friend impersonation scams
A text or message arrives from someone claiming to be a loved one who has lost access to their phone, wallet or bank account and urgently needs financial assistance.
- Delivery and account scams
Scammers may send messages claiming a parcel can't be delivered, a payment has failed, or an account needs to be verified. These messages often contain links designed to steal personal information.
- Technical support scams
Someone contacts you claiming your device, email or online account has been compromised and asks you to provide information or grant access to your computer.
Warning signs of an impersonation scam
Scammers rely on urgency, fear and trust to get people to act quickly.
Be cautious if you notice any of the following:
- An unexpected request for money, personal information or account details
- Pressure to act immediately
- Threats of penalties, account suspension, arrest or other consequences
- Requests for passwords, one-time passcodes or identity documents
- A family member or friend suddenly asking for money from a new phone number or account
- Messages containing links or attachments you weren't expecting
- Requests to transfer money to a different bank account than usual
- Communications that seem legitimate but include unusual instructions or urgent demands.
Remember, professional-looking emails, websites, text messages and caller IDs can all be faked.
How to protect yourself
Pause before you act
Scammers often create a sense of urgency so you act without thinking. If a message or call is unexpected, take a moment to slow down and assess the situation.
Verify independently
If someone contacts you claiming to represent an organisation, don't rely on the contact details they've provided. Instead, find the organisation's official website or phone number yourself and contact them directly to verify the request.
Be careful with links and attachments
Avoid clicking links in unexpected emails, text messages or social media messages. If you're unsure, visit the organisation's website directly by typing the address into your browser or using a trusted source.
Protect your personal information
Be cautious about sharing:
- Banking information
- Passwords
- One-time passcodes
- Identity documents
- Personal details
Be cautious of anyone requesting you to share sensitive security information through unexpected messages or calls.
Don't trust caller ID or SMS sender names alone
Phone numbers and sender names can be spoofed to make a message or call appear legitimate. While new protections, such as the Australian Communications and Media Authority's (ACMA) SMS Sender ID Register, are helping make it harder for scammers to impersonate trusted organisations, it's still important to stay cautious. If a call or message is unexpected, always verify the request using contact details you've sourced independently before taking action.
Talk to someone you trust
If you're feeling pressured or uncertain, speak with a family member, friend or trusted adviser before responding.
What to do if you've been scammed
If you think you've been targeted by an impersonation scam:
- Stop communicating with the scammer.
- Contact your bank or financial institution immediately if you've shared banking information or made a payment.
- Change passwords for any affected accounts.
- Monitor your accounts for unusual activity.
- Report the scam on ScamWatch.
- If you've shared identity documents or personal information, take steps to protect your identity and seek support where required.
Remember
Impersonation scams succeed because they look convincing. Scammers are constantly evolving their tactics and finding new ways to appear legitimate.
If a request is unexpected, urgent or doesn't feel quite right, take a step back and verify it independently. A few extra minutes could help protect your money and personal information from falling into the wrong hands.