Australians warned as remote access scams surge

The Australian Competition & Consumer Commission (ACCC) has warned consumers against downloading software or apps over the phone, following a sharp increase in remote access scams.

Australians reported losing $15.5 million to these scams in 2023, and in the first quarter of 2024, reported losses surged by 52% compared to the previous quarter, with the average loss per victim increasing by 57% to $17,943, according to the consumer watchdog’s National Anti-Scam Centre.

Older Australians are particularly affected, with those over the age of 65 suffering the largest losses.

This rise in remote access scams contrasts with a decline in losses from most other scam types.

“We are very concerned scammers are draining entire bank accounts, with average losses to remote access scams now in the tens of thousands,” said ACCC deputy chair Catriona Lowe (pictured). “Financial criminals use sophisticated emails, web-based pop-up messages and phone calls to impersonate well-known companies such as Microsoft to deceive people into thinking there is a problem with their account, computer or phone that needs fixing.

“The scammer will sound professional and offer to help resolve the problem, by instructing the victim to download well-known screen sharing software such as AnyDesk, Zoho or Teamviewer. Unfortunately, by doing so, the scammer can gain access to their bank accounts.

“Never download software or apps if directed to by someone over the phone and never share banking information, passwords or two-factor identification codes.”

ACCC said the National Anti-Scam Centre is working to disrupt these scams by notifying remote desktop software companies of scam activity involving their products. They have also contacted the companies being impersonated to alert their customers.

Key signs of a remote access scam include receiving an unsolicited phone call about an issue with your account, phone, or computer. Scammers will instruct victims to download software, giving them control over the victim’s device and access to bank accounts. Victims may be asked to provide banking passwords or security codes, enabling the scammer to complete fraudulent transactions.

To avoid scams, consumers are advised to:

• STOP – Do not rush to act. Hang up on anyone requesting you download software or apps over the phone. Never provide banking information, passwords, or two-factor identification codes over the phone.
• THINK – Verify the identity of the caller by contacting the business directly using independently sourced contact details.
• PROTECT – If you have shared financial information or transferred money, contact your bank immediately. Report the scam to Scamwatch.

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