Advice for people caught in a scam and information about who can help.

Steps to take

Follow these steps if you have been caught in a scam:

What to do now

Stop all contact with the scammer

Once you realise you are being scammed, do not continue the conversation. Hang up the phone. Don’t reply to emails or letters scammers have sent you. If you have been scammed online, block the scammer from contacting you.

Do not make any more payments

It can be tempting to stay involved in the hope you will get some of your money back. You must not make any more payments. Some scammers target people caught in recent scams, eg by pretending to be an overseas enforcement agency that can return all of your money for a fee. Don’t give money to anyone on the promise they will get your lost money back. Unfortunately, if you have paid scammers, the chances of recovering your money are not good.

Contact the bank or service you sent money through

If you are the victim of a financial scam, credit card scam or identity theft, contact your bank immediately. They will have a policy in place to deal with fraud. If you have sent money through another bank or transfer service, it’s a good idea to contact the service you used.

Report the scam

Reporting is an important step. It puts you in touch with someone who can give advice specific to your situation. It also helps other people avoid this kind of scam. Report the scam to Netsafe on 0508 NETSAFE (638723) or use this reporting form(external link)(external link). Netsafe advises on all scams — not just online activity. If you or someone else is in danger, or a crime is being committed, call 111.


What to do later

Assess your security at home and online

If your personal or financial information has been given out or stolen in a scam, change all of your online passwords on a device not linked to the scam. Use a different password for each account. If your computer or phone has been hacked in a scam, take it to an authorised technician to be cleaned.

CERT NZ are experts in cyber security. See their website for tips on simple ways to improve your cyber safety.

Protect your information online(external link) — CERT NZ

Equip yourself to recognise scams

Anyone can be caught unaware by a scam. Take time to learn about the approaches scammers use and how you can protect yourself.

Talk about what happened

Telling your friends and family about the scam is one of the best ways to take action. It can be hard, but sharing your story is worthwhile because scammers rely on people being secretive. Every person you talk to will be better prepared to avoid scams in the future.


Help is available

It is almost impossible to recover lost money unless a scam has local connections, but advice is available.

List of organisations with specialist knowledge you might find helpful:

Netsafe

Helps New Zealanders stay safe online, with expertise in online bullying, harassment and abuse under the Harmful Digital Communications Act and all types of scams.

netsafe.org.nz(external link)

CERT NZ

Supports individuals and organisations affected by online incidents, such as online scams or cyber security incidents. Helps people recognise and avoid online scams and fraud.

0800 CERT NZ (0800 2378 69)

cert.govt.nz(external link)

NZ Police

Liaises with overseas agencies. Prevents, investigates and prosecutes crime within our communities.

In an emergency, call 111

police.govt.nz(external link)

Victim Support

24/7 support, information, and advice for victims of crime.

0800 842 846

victimsupport.org.nz(external link)

Banking Ombudsman

Helps resolve and prevent banking problems, including scam-related issues.

0800 805 950

help@bankomb.org.nz

Commission for Financial Capacity

Support and education for helping kiwis get savvy on scams.

(09) 356 0052

cffc.org.nz(external link)

office@cffc.org.nz

Financial Markets Authority

Takes investment scam reports. Provides a warnings list and information on how to avoid scams.

0800 434 566

fma.govt.nz(external link)

Department of Internal Affairs

Regulates the Unsolicited Electronic Messages Act 2007, which prohibits the sending of spam.

dia.govt.nz(external link)

info@antispam.govt.nz

The Commerce Commission

Enforces the Fair Trading Act, which prohibits misleading conduct and unfair selling practices by those 'in trade' in New Zealand.

comcom.govt.nz(external link)

Serious Fraud Office

Investigates and prosecutes serious financial crime, including bribery and corruption.

sfo.govt.nz(external link)


Read more about how to identify a scam


Read more about how to avoid scams