Australians are being urged to stay alert against scammers posing as technical support professionals, with reports of significant financial losses continuing to rise. According to the Australian Competition and Consumer Commission (ACCC), a sharp increase in remote access scams has resulted in a staggering $15.5 million in losses in 2023 alone. This alarming trend is accelerating in 2024, with reported losses in the first quarter increasing by 52 percent compared to the last quarter of 2023. The average financial loss per victim jumped to $17,943, representing a 57 percent increase.
ACCC Deputy Chair, Catriona Lowe, expressed deep concern about the growing prevalence of these scams, particularly for older Australians. “We are very concerned scammers are draining entire bank accounts, with average losses to remote access scams now in the tens of thousands,” Ms. Lowe said.
How the scam works
Remote access scams typically begin with an unexpected phone call. Scammers often impersonate well-known companies such as Microsoft, claiming there’s an issue with your account, computer, or phone that needs urgent fixing. The scammer, posing as a professional, will offer to resolve the issue by instructing the victim to download software or an app like AnyDesk, Zoho, or Teamviewer—well-known screen-sharing tools. Once installed, the scammer gains control of the victim’s device and, under the guise of fixing the problem, accesses their bank accounts.
Victims are often tricked into providing sensitive information, such as banking passwords or one-time security codes, allowing scammers to transfer money. Many victims are unaware that their accounts have been compromised until they check their balances days or weeks later.
Australians over 65 at higher risk
Older Australians are particularly vulnerable, suffering the largest financial losses in these scams. The ACCC and the National Anti-Scam Centre have raised alarms about the tactics used by scammers, which have become increasingly sophisticated and convincing.
“These criminals use a combination of professional-sounding phone calls, emails, and pop-up messages to convince people they are dealing with legitimate technical support,” Ms. Lowe added. “But downloading remote access software at the scammer’s direction gives them full control over your computer or mobile device—and potentially your financial information.”
Warning signs and what to look out for
- Unsolicited phone calls: You receive a call out of the blue about a problem with your account, phone, or computer.
- Instruction to download software: The scammer asks you to install a screen-sharing app, giving them access to your device.
- Requests for personal information: Scammers may ask for banking passwords or one-time security codes, which allows them to access your bank accounts.
- Sudden account depletion: You may only realise your bank accounts have been drained when you attempt to access them later.
How to protect yourself
To help Australians protect themselves from these scams, the ACCC offers the following tips:
STOP: Don’t rush into action. Hang up on anyone asking you to download software or an app over the phone. Never provide banking details or passwords in these situations.
THINK: Take time to verify who you are communicating with. Contact the business using independently sourced contact details, or verify through their secure app.
PROTECT: If something feels wrong, act immediately. If you’ve shared sensitive financial information or transferred money, contact your bank right away. Reporting scams to Scamwatch can also help prevent others from falling victim.
National Anti-Scam Centre’s efforts
In response to the surge in remote access scams, the National Anti-Scam Centre is working closely with remote desktop software companies to alert them to scam activities involving their products. The Centre has also contacted companies frequently impersonated by scammers, such as Microsoft, urging them to warn their customers.
Remote access scams are becoming increasingly prevalent and costly. The ACCC’s advice is clear: stay vigilant, and never give control of your device to someone you don’t know. With average losses now reaching tens of thousands of dollars, protecting yourself and your financial information has never been more critical.
