Call out and report suspicious messages

Estimated reading time
 6 min

Key points

• ‘Scam’ and ‘fraud’ are used interchangeably, but they’re quite different – scams are when a criminal manipulates you into sharing information or transferring money, while fraud is when a criminal uses that information to conduct a crime.
  
  
• Putting pressure on you, emails that don’t match the sender’s company, and offering something that sounds too good to be true are just some of the signs it’s a suspicious message or scam.
  
  
• You’re the first line of defence when it comes to scam safety, so call out and report any suspicious messages you receive.

Whether it’s saying a simple ‘good morning’ or confirming a doctor’s appointment, sending and receiving messages on our devices is becoming more ingrained in our daily lives. 

However, scammers make the most of the digital age by contacting thousands of email addresses and phone numbers every day.¹ This means that some of the messages you receive on a regular basis might be suspicious, sent by a scammer.

That’s why it’s important that you understand how to protect yourself and your loved ones from these scams. We’re going to share some tips on how to identify and report any suspicious messages or scams you might encounter.

What’s the difference between a scam and fraud? 

The terms ‘scam’ and ‘fraud’ are often used interchangeably, but they’re two separate types of criminal activity. To make it easier to remember, think of scams as ‘hands on’, and fraud as ‘hands off’.

In a fraud situation, you don’t play a role (which is why it’s a ‘hands off’ approach). For example, the criminal might make an unauthorised purchase on your credit card or transfer money from your bank account into their own.

However, a scam is when a scammer deliberately tricks you into doing something for their benefit – so it’s ‘hands on’. For example, the scammer might trick you into sharing personal details or they might pressure you into making an authorised transaction.

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Why is it important to be aware of suspicious messages and scams?

Clicking on a suspicious link from ‘your child who broke their phone’ or the ‘toll company’ can cause a lot of financial pain and stress.

“Understanding the importance of spotting suspicious messages and scams is crucial in today's digital landscape.” says Sushma Bhandary, ANZ’s Journey Expert in Security Operations, Intel and Influence.

These threats not only jeopardise personal finances and sensitive information but can also disrupt daily life and cause emotional strain. By staying informed and aware, we protect ourselves and our community from potential harm, ensuring a secure and enjoyable online experience.

In 2023, Australians lost a collective $476 million to scams,² highlighting the importance of pausing to question any communication you receive that’s out of the ordinary or seems too good to be true.

How do scams work?

There are different types of scams, each with their own methods of delivery. But no matter if it’s a cold call or an unexpected email, the goal of the scammer is to either get your money, personal or banking information, or both.

Here’s a quick breakdown of how scammers might communicate with you to trick you into complying with their request:

• Phone call: A scammer might call you pretending to be from a trusted organisation, like the government or a bank. You might hear the voice of an actual person, or it might be a pre-recorded message that explains the instructions you need to follow.
  
  
• Phone message: You might receive a phone message – either a text or via a messaging app – with an urgent message to click a link or send money to an organisation. What catches some people off guard is that the scam phone message might be in the same thread as other text messages from that organisation.
  
  
• Email: The scammer might email you with an email address that doesn’t match the company they’re pretending to be. They might include links or attachments in the email and strongly encourage you to open the link or download the file.
  
  
• Social media: Someone might impersonate a celebrity, influencer or someone you follow. They do this to get you to donate to a fake charity, buy a product that isn’t real, or get involved in an investment opportunity that’s too good to be true.
  
  
• Letters: A scammer might create and send fake letters that explain you’re entitled to a rebate or refund from a trusted organisation, like the government or a telecommunications provider. They might also use these letters to trick you into paying a fee to access prize money.

Watch out for these scam red flags

If you receive an unexpected call, text message or email, pause and look out for these red flags that it’s a scam:

• There’s a sense of urgency to the message or threatening undertones. For example, ‘You have to do this now!’.
  
  
• The person contacting you asks you to click on a link that doesn’t look quite right. For example, if someone sends a link claiming to be from a delivery company, the link might not match their business name and contains random letters that don’t look right.
  
  
• There might be spelling and grammatical errors. The message might also refer to you generically. For example, ‘Hi. Youve a new online banking notification’.
  
  
• The email domain doesn’t match the organisation the sender is claiming to be from. For example, the email might be ‘hello@anzz.com.au’ when the sender says they’re from ANZ.
  
  
• There’s an element of secrecy to the message. For example, ‘I need your banking details to process this refund. But don’t tell your bank – it’s confidential!’.
  
  
• The offer looks too good to be true. For example, ‘Want to make an easy $20,000 EVERY MONTH? Click the link to find out more!’.

“If something doesn’t feel right then trust your instinct, call it out and report it,” Sushma says. “This is an essential step everyone must take when it comes to protecting yourself from cybercrime.”

What can you do to help protect yourself against scams?

Here are some simple tips you can follow to help protect yourself against scams:

• Use a family code word that you have all discussed in person. It can be as simple as ‘peach’ or ‘purple’. Or it could be specific and have more meaning, like a phrase from an inside joke. Tell no one about this code word. If you receive a message from a loved one on a new device or phone number, ask them for the family code word to see if it’s real.
  
  
• Pause and verify the person or organisation contacting you before you respond. Don’t do anything that the message tells you to do, such as clicking on a link. Verify the request by contacting the source directly, such as calling your bank using the phone number on the back of your debit or credit card, or from the bank’s official website.
  
  
• Be alert for unexpected calls or messages, especially if they ask you to do something or offer something that seems too good to be true. Even if they mention a well-known company, don’t respond to the message. If it’s a phone call, just hang up.
  
  
• Check and verify any investment opportunities, especially if they come to you from someone you’ve met online.
  
  
• If you’ve changed your phone number, lost your phone or banking cards, contact your bank straight away. They can let you know if there’s any unusual activity on the account and put a block on your cards.
  
  
• Sign up for local alerts to stay on top of what’s happening around you. In Australia, you can sign up to Scamwatch’s newsletter for the latest updates. You can also check out ANZ’s latest scam, fraud and security alerts to help keep you safe.

Who can you contact if you’ve been scammed?

• Report the scam to Scamwatch or to the Australian Signals Directorate’s Australian Cyber Security Centre’s ReportCyber.
  
  
• For phishing or identity theft associated with government accounts such as Centrelink, Medicare, or Child Support, contact the Services Australia scams and identity helpdesk on 1800 941 126 or visit their website.
  
  
• You can also contact IDCare, a not-for-profit organisation providing support to those experiencing identity and cyber security concerns.
  
  
• Contact your bank immediately if you have shared personal or financial information.
  
  
• If you’re an ANZ customer, you can report fraud or suspicious activity in multiple ways, such as through the ANZ app or by calling us

Be cyber safe and smart

There are other ways you can help protect yourself online:

• Pause before you share personal information. Ask yourself if you really need to give out your personal information with that website or person.
  
  
• Activate multiple layers of security for ultimate protection for your devices and accounts.
  
  
• Turn on automatic software updates to simplify the process of keeping your devices safe and secure.