Remote Access Scams

A remote access scam occurs when a person contacts you often pretending to be a staff member from a computer or telco company, or may claim to be a technical support service provider and they inform you of a problem with your computer, internet or device. They offer to help fix the problem by providing software that can be downloaded or an app to be installed.

Remote access scammers use technical language to scare people into following their instructions. They’ll often give a fake but credible story such as your computer is sending error messages or that it’s been hacked, to trick you into giving them remote access to your computer or device. This gives the scammer full access to your computer – and personal information – from a remote location.

Once access is granted, the scammer uses it to access to your online banking and your money. They may also steal personal details or ask for a payment for ‘fixing the problem'.

Warning signs and what to look for

• Unsolicited contact, such as an unexpected call or a computer pop-up
• Requests to download or purchase software to fix the issue
• Purchase a new modem to fix your internet connection
• Requests to update your account or device with new security features
• The caller request you to log onto Online Banking or to provide personal details to verify your account activity.
  
  

How to protect yourself

• Never give an unsolicited caller remote access to your computer.
• Never give your personal, credit card or online account details over the phone unless you made the call and the phone number came from a trusted source.
• Immediately hang up if you receive a phone call about your computer and remote access is requested, even if they mention a reputable company
• If you think the caller is genuine, call them back on a number listed on their website – don’t call them on a number they give you
• Make sure your computer has up to date anti-virus software installed and run regularly.
  
  

What to do if you have been scammed

If you believe someone has gained access to your personal information, even if the scam appears unrelated to your finances, you should contact your bank immediately. A timely response can be critical in giving you the best chance to stem any loss:

• Contact us immediately (How to report fraud or scams)
• Cease all communication with the person
• Change passwords on all your email, social, online dating and financial accounts
• Report the scammer to the dating or social media site on which you met. This is important so the hosting platform can remove the scammer’s profile and prevent them from victimising others
• Report the scam online to Scamwatch