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Scams

How to spot a remote access scam before it finds you.

Affecting thousands, costing millions

Each year remote access scams affect thousands of Australians, costing them millions of dollars in stolen money. In 2024, Aussies made over 7,000 reports of remote access scams to the Australian Competition and Consumer Commission (ACCC) and more than $7 million* was lost.

What is a remote access scam?

A remote access scam is when a scammer contacts you by phone, email or SMS saying you have a problem with your computer or device which they need to access to fix.

Often they’ll pretend to be from a reputable telco or tech company.

How it works

First the scammer may say something like:

  • your computer or device has a virus or is sending error messages
  • there’s a problem with your internet affecting your computer or device
  • your broadband connection has been hacked.

Then to fix the imaginary problem they may:

  • request remote access to your computer or device
  • try and talk you into buying a dodgy service or software
  • ask for your personal, bank or credit card details.

How it happened to Shay

Out of the blue ING customer Shay* received a phone call from someone stating they were from her telecommunications company and her wifi connection was being compromised.

Panicked Shay then provided remote access to them to install a program on her computer to complete a ‘check’. The telecom company then advised her to leave the computer running while they completed the ‘check’. Shay noticed later that there were suspicious transactions in their ING account that they didn’t make and realised they’ve been scammed.

* Name changed for privacy

5 signs it’s a remote access scam

Every crime has it’s MO, so here are some good clues it’s a remote access scam.

  1. An unknown person from a telco or tech company contacts you out of the blue.
  2. They say your computer or device has a problem to sort out and they need remote access to your device.
  3. They say you need to download software or sign up to a service to fix it.
  4. They ask for your personal, bank or credit card details.
  5. They won’t give up and become abusive if you resist.

Specific things you can do

To help avoid remote access scams you should:

  • Never give an unknown person remote access to your computer.
  • Never give an unknown person your personal information, bank or credit card details.
  • Regularly update your device anti-virus and anti-spyware software.
  • Only buy and download software from a reputable provider.

Better yet: Stop, Reflect & Protect

Whatever the type of scam, always keeping these simple steps top of mind could help prevent you from becoming a scam statistic.

3 steps to spot scams before they find you

  1. Stop. Before sharing details or money, take a breather to assess if you really know or trust who’s asking.
  2. Reflect. Ask yourself: ‘Could this website, message or call be fake?’
  3. Protect. Don’t wait to act if things seem fishy – don’t proceed and if you’re an ING customer and notice unusual activity on your account, place your card on hold in the ING app and call our 24/7 scams line on 1800 052 74.

For our latest security alerts and more ways ING can help to protect you and your money, visit ing.com.au/security

Disclaimer:

*The Australian Competition and Consumer Commission (2024), https://www.scamwatch.gov.au/research-and-resources/scam-statistics

The information is current as at publication. Any advice on this website does not take into account your objectives, financial situation or needs and you should consider whether it is appropriate for you. Deposit products, savings products, credit card and home loan products are issued by ING, a business name of ING Bank (Australia) Limited ABN 24 000 893 292, AFSL and Australian Credit Licence 229823. Living Super, a sub-plan of OneSuper ABN 43 905 581 638 is issued by Diversa Trustees Limited ABN 49 006 421 638, AFSL 235153 RSE L0000635. The insurance cover offered by Living Super is provided by Metlife Insurance Limited ABN 75 004 274 882, AFSL 238096. ING Insurance is issued by Auto & General Insurance Company Limited (AGIC) ABN 42 111 586 353 AFSL Licence No 285571 as insurer. It is distributed by Auto & General Services Pty Ltd (AGS) ABN 61 003 617 909 AFSL 241411 and by ING as an Authorised Representative AR 1247634 of AGS. All applications for credit are subject to ING’s credit approval criteria, and fees and charges apply. You should consider the relevant Product Disclosure Statement, Terms and Conditions, Fees and Limits Schedule, Financial Services Guide, Key Facts Sheet and Credit Guide available at ing.com.au when deciding whether to acquire, or to continue to hold, a product. Before interacting with us via our social media platforms, please take a minute to familiarise yourself with our Social Media User Terms https://www.ing.com.au/pdf/Social_Media_User_Terms.pdf.

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