Scams, Calls & Online Safety
The way we bank, shop, communicate and manage everyday life has changed quickly.
A message from the bank may arrive by text. A family member may contact us through WhatsApp. Bills are paid online. Appointments arrive by email. Someone at the door may ask us to scan a QR code.
Most of this technology can make life easier.
But it can also make it harder to know what is genuine and what is not.
Scam messages can look extremely convincing. They may use familiar logos, names and language, or appear to come from an organisation you recognise.
Anyone can be caught out by a scam.
The aim is not to become suspicious of everything.
It is to build in a few simple habits that give you time to stop, check and decide safely.
A Simple Rule: Stop. Check. Protect.
Australia's National Anti-Scam Centre uses a useful three-step message:
STOP
If something unexpected asks you to:
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send money
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move money to another account
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give personal or banking information
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provide a password or security code
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click a link
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download something
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allow someone to access your computer or phone
stop before doing anything.
You do not have to make a decision immediately.
Scammers often try to create urgency so that there is less time to think or check.
A useful personal rule can be:
“I don't make unexpected financial decisions straight away.”
CHECK
Check the details yourself. Do not use the telephone number, email address or link contained in the suspicious message.
Instead:
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open the organisation's usual app
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type its official website into your browser
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use a telephone number you already know or have independently found
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contact the person through their usual number
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ask someone you trust to look at the message with you
Australian cyber-security guidance specifically recommends contacting the person or organisation through contact details obtained from a legitimate source rather than relying on the details contained in the message.
For example:
“Hi Mum, I've broken my phone. This is my new number. I urgently need you to pay this bill for me.”
Rather than replying to the new number, phone your son or daughter on the number you already have.
The extra check may take two minutes.
That pause can be extremely valuable.
PROTECT
A few basic protections can make accounts much harder for someone else to access.
Where possible:
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use different passwords or passphrases for important accounts
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turn on multi-factor authentication
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keep phones, tablets and computers updated
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protect your main email account carefully
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never give another person an unexpected security or verification code
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use a screen lock, fingerprint or facial recognition where this works for you
Multi-factor authentication adds another proof of identity on top of a password and is recommended by the Australian Cyber Security Centre as an important additional layer of protection.
Common Situations to Watch For
Scams change constantly, so trying to remember every individual scam is difficult.
It can be more useful to recognise the behaviour the person is asking you to carry out.
“There is a problem with your bank account.”
Someone may contact you pretending to be from your bank or another trusted organisation.
They may tell you:
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your money is at risk
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there has been suspicious activity
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you need to move money
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they need a security code
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you must act immediately
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Do not transfer money or provide security information because of an unexpected call.#
End the conversation and contact your bank yourself using its normal contact details.
When Messages Look Completely Genuine
Poor spelling is no longer a reliable way of spotting a scam.
Messages can look professional and may contain:
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genuine-looking logos
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familiar company names
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convincing language
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personal information
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apparently genuine telephone numbers or websites
Cybercriminals can make phishing communications look very similar to legitimate messages.
Technology and artificial intelligence are also making impersonation increasingly sophisticated; Scamwatch now specifically provides advice about how scammers use technology and AI.
This means the safest question is often not:
“Does this look real?”
but:
“Can I independently prove that it is real?”
Make Safe Decisions Easier
Cybersecurity does not have to mean remembering complicated technical rules. Think about changing the environment and routine around important decisions.
Create a Pause-and-Check Plan
Agree in advance what will happen if an unexpected financial request arrives.
For example:
Before I send money because of an unexpected call, text or email, I will:
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Stop.
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Not click anything.
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Contact the organisation or person myself.
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Ask someone I trust if I am still unsure.
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Only continue once I know the request is genuine.
Keep the plan somewhere easy to find.
This might be:
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beside the computer
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inside a kitchen cupboard
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near the telephone
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saved as a favourite on a phone
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written beside the place where bills are normally managed
The best system is one that the person will actually use.
If You Think You Have Been Scammed
Act quickly.
Depending on what has happened:
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stop communicating with the person
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contact your bank or card provider if money or banking information is involved
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ask whether a payment can be stopped
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change passwords for affected accounts
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secure your email account
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keep screenshots, messages or other details
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report the incident through the appropriate scam or cybercrime service in your country
Official cyber-security guidance recommends contacting the relevant financial institution promptly where money or banking information may be at risk and securing affected accounts. Be cautious of anyone who subsequently contacts you promising that they can recover lost money for a fee. Scamwatch warns that people who have already been scammed can be targeted again through follow-up or “recovery” scams.
If Memory or Thinking Is Changing
Someone does not necessarily need to stop using technology because they are finding some things more difficult.
Often the better question is:
What could make this particular task easier and safer?
For example:
If remembering passwords is difficult
Simplify the number of accounts being used and consider a secure password-management system that the person can use consistently. If unexpected messages cause confusion create a simple rule:
“Do not respond. Show it to me first.”
If banking has become complicated consider:
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keeping frequently used banking tasks as consistent as possible
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reducing unnecessary accounts or payment methods
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enabling appropriate banking notifications
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asking the person's bank what security or account-management options it provides
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agreeing who the person would like to contact if something unusual happens
If someone tends to act quickly build a delay into important decisions.
For example: “No unexpected payment is made on the same phone call in which it is requested.”
If reading small text is difficult, adjust:
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text size
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screen brightness
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contrast
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notifications
and make important legitimate apps easier to recognise and access.
A safety strategy is much more likely to work when it fits the person's actual abilities and everyday routine.
Helping Without Taking Over
If you are worried about someone you support, it can be tempting to remove online banking, take away a phone or make every decision for them. That may not always be necessary. Start by identifying where the difficulty actually is.
Could you:
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simplify the task?
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remove unnecessary apps?
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set up a safer routine?
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reduce confusing notifications?
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create a trusted contact?
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practise checking suspicious messages together?
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introduce an extra check only for unusual or larger financial decisions?
The aim is to add the right amount of support, while preserving independence wherever this can be done safely.
Talk About Scams Before One Happens
Scams can be embarrassing to talk about. A family member may worry that admitting they clicked something will lead to criticism or to someone taking over their finances. Try to make it easy to ask for help.
Instead of:
“How did you fall for that?”
try:
“They're very convincing. Let's work out what happened and what we need to do next.”
Australian eSafety guidance specifically emphasises that scams can affect intelligent people and that people should not feel embarrassed about having been deceived. A person who feels comfortable telling someone quickly may also be able to take protective action sooner.
A Simple Family Safety Plan
You do not need dozens of rules.
Try agreeing on these five:
1. Unexpected request for money?
Stop and check.
2. Unexpected link?
Don't use it. Open the usual app or website yourself.
3. Someone asking for a password or security code?
Don't provide it.
4. Someone wants access to the computer or phone?
Stop unless you arranged the support yourself through a trusted service.
5. Still unsure?
Ask another person before doing anything.
Resources
Australia has developed particularly extensive public education resources aimed at helping older adults use technology safely.
Be Connected — eSafety Commissioner
Be Connected is an Australian Government initiative developed to improve older Australians' confidence, digital skills and online safety. Its free resources cover topics including scams, online banking, shopping, Facebook, public Wi-Fi and everyday technology.
Scamwatch — National Anti-Scam Centre
Provides information on current scams, warning signs, prevention and what to do after a scam. Its Stop. Check. Protect. approach is a useful simple framework for everyday decision-making.
Australian Cyber Security Centre
Provides practical guidance on passwords, passphrases, multi-factor authentication, phishing, device security and recovering after cybercrime.
If you live outside Australia, look for the official consumer protection, cyber-security or scam-reporting service in your own country, as reporting arrangements vary.