Spoof calls and call spoofing

Estimated reading time
 5 min

Key points

• Spoof calls are when a scammer impersonates a trusted organisation by using a falsified phone number or fake caller ID, which displays the name of the organisation or person they’re impersonating.
  
  
• Some mobile phones can detect spoof calls automatically and may show you when it suspects a spoof caller – or you can download a third-party app to block them for you.
  
  
• Don’t answer calls from numbers you don’t recognise – but if you do answer because you recognise the caller ID, hang up straight away if you hear something suspicious and don’t give out your personal or banking information. 

There are some really great calls we often get in life. The ‘you’re going to be a grandparent’ call, the delightfully unexpected call of a long-time friend, or even making a call yourself to check in with your loved ones.

Around 97% of Australian adults use their mobile phone to call and stay in touch with those around them or to go about their day-to-day life.¹ But with telecommunication providers blocking thousands of spoof calls each day, it’s important to know how to spot the signs and go about your day spoof call -free.

What is a spoof call?

In its simplest form, call spoofing is when a scammer deliberately changes the caller ID (the number or name that shows up when someone calls you) to appear as an institution you trust. They do this to persuade you to pick up the phone and speak to them, to try to get your money or personal information for other types of scams.

“A scammer can manipulate a number to look like it’s from a specific company or organisation, like your bank,” says Chantara Lowe, ANZ Scam Assist Senior Officer in Customer Protection. “So, when the call comes through, it might show up with your bank’s name, but it’s not actually them – it’s a spoof caller instead.”

Sometimes the spoof caller might use robocalling technology to trick people into believing they’re talking to a legitimate caller. This involves calling a large number of people with a pre-recorded message in the hopes they might successfully trick an unsuspecting target into complying with the pre-recorded message.

Most of the time, these pre-recorded messages are trying to impersonate an official voicemail from the government or organisations. These messages are designed to scare you by claiming that you owe money to the government or organisation and are in tax or legal trouble, or that your card has been used fraudulently.

Who do spoof callers impersonate?

“Spoof calls are mainly used to impersonate companies, rather than individuals,” says Chantara. “So, if you get a call out of the blue and weren’t expecting it, the caller claims to be someone from your bank or another company, and if they ask for personal details, then it’s a sign of a spoof call.”

These spoof callers tend to impersonate trusted authorities, such as a bank, government agency or telecommunications provider, to try and manipulate you into sharing personal or banking information for their benefit. They will try to create a sense of urgency and pressure you into taking immediate action.

For example, a spoof caller might unexpectedly call you and claim to be from the government. They might have ‘ATO’ as the caller ID, so you pick up the phone assuming it’s official. The scammer insists on getting your personal details otherwise they will have to send you a fine. Trusting the caller's supposed authority, you might comply with their demand and share your personal information, which they then use for fraudulent purposes.

However, spoof callers might call you when you are expecting some contact from an institution. For example, if you’ve lodged a support request with your phone provider and receive a call from someone claiming to be from that company you might let your guard down, even if they don’t know anything about your original request.

“Even if you are expecting a call back from an organisation, if they don’t have any direct correlation to what you’re dealing with or can’t provide you with a reference number that you know, don’t participate in the call,” says Chantara. “Always call back the number you’re aware of and know.”

How can you block spoof calls?

No one wants to spend the day weeding out cybercriminals on the phone. Here’s how you can block spoof calls so they don’t keep ringing:

• Most mobile phones have built-in detection and filtering systems that can identify spoof calls, many without requiring any action on your part. Go to the settings of your phone app and there should be an option to turn on a spam filter.
  
  
• Download a verified call screening app. Some of these apps are free, while others might require a subscription.

7 tips to help you stay safe from spoof calls

Unfortunately, there is no one way to spot a spoof caller. Here are seven tips you can follow to avoid being duped:

1. Don’t answer calls from numbers you don’t recognise – especially if it’s an overseas number or there’s no caller ID.
   
   
2. Don’t answer unexpected calls from an organisation. Let it ring out or send to voicemail – the legitimate organisation will always find another way to contact you, or they will leave a voicemail, giving you time to check their details.
   
   
3. Hang up as soon as you hear something suspicious. If you do pick up the phone and the scammer claims they’re from a legitimate entity but you’re not sure, just end the call. Then, contact the organisation they were claiming to be from through official channels to verify what’s happening.
   
   
4. Don’t share your personal or banking information over the phone. Most legitimate institutions won’t ask for your details over the phone. Never share your PINs or passwords with anyone – keep your personal and banking information private.
   
   
5. Listen first, and don’t reply. If you do pick up the phone and the scammer asks a question, don’t reply with ‘yes’ or ‘no’. With advanced technology at their disposal, scammers can sometimes record people’s voices for other reasons, such as approving transactions without your consent. Using AI training and voice generators to clone a voice is not widely reported in Australia currently, but your safest option is still to say nothing and hang up as quickly as possible.
   
   
6. Don’t let any threats get the better of you. The scammer might try to pressure or threaten you into giving up information or paying them. While it might seem daunting at the time, it’s just another tactic they use to get what they want. Hang up and report the number as spam if your phone has reporting capabilities.
   
   
7. Contact your bank immediately if you’ve shared your banking details or transferred money. If you’re an ANZ customer, contact us immediately to report the fraud.  

Who can you contact if you’ve been scammed?

• Contact the Australian Cyber Security hotline, 24 hours a day, seven days a week on 1300 CYBER1 (or 1300 292 371).
  
  
• Help others by reporting 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 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