How to Recognise a Scam Phone Call

Recognising Scam Phone Calls

Phone scams targeting businesses are increasingly sophisticated. Scammers often pretend to be from Microsoft, your IT provider, or government agencies to trick you into giving access to your computer or payment details.

Common Phone Scam Types

Fake IT Support Calls

The caller claims:

• "We have detected a virus on your computer"
• "Your computer is sending error messages"
• "We are from Microsoft/Windows/Dell support"
• "Your warranty is expiring and needs renewal"

Reality: Microsoft and computer manufacturers do not make unsolicited calls about your computer.

Fake Government Calls

The caller claims:

• "This is the ATO — you owe back taxes"
• "Your Medicare/Centrelink is suspended"
• "You have outstanding fines"

Reality: Government agencies send letters first, not threatening phone calls.

Business Impersonation

The caller claims:

• "This is your bank — there is suspicious activity"
• "Your Telstra/Optus account has a problem"
• "Your domain name is expiring"

Reality: Real companies will not ask for passwords or remote access over the phone.

Warning Signs of a Scam Call

Pressure and Urgency

• They insist you must act immediately
• They say your computer will be "blocked" or "shut down"
• They threaten arrest or legal action
• They will not let you hang up and call back

Requests for Remote Access

• They ask you to download software like AnyDesk or TeamViewer
• They want to "show you the problem" on your computer
• They guide you through running commands you do not understand

Unusual Payment Requests

• They ask for gift cards (iTunes, Google Play, etc.)
• They want cryptocurrency payment
• They request wire transfers
• They want you to buy "support credits" or "licences"

Caller ID Tricks

• The call appears to come from a local number
• The display shows a company name you recognise
• They give you a "callback number" that connects to them

What to Do During a Suspicious Call

Do Not Panic

Scammers rely on creating fear. Take a breath and think clearly.

Do Not Give Information

Never provide:

• Passwords or PINs
• Credit card numbers
• Remote access to your computer
• Personal details like date of birth

Ask Questions

Legitimate callers can answer:

• "What is your employee ID?"
• "What is the reference number for this issue?"
• "What is your direct callback number?"

Scammers often stumble on basic questions.

Hang Up

You are always allowed to end a call. Say:

• "I will call you back through your official number"
• "I need to verify this with my IT provider"
• Simply hang up

Verify Independently

If you think it might be legitimate:

• Hang up
• Find the company's real phone number (from their website or a bill)
• Call them directly
• Ask if they contacted you

If You Already Engaged With a Scammer

If You Gave Remote Access

• Disconnect from the internet immediately (unplug ethernet or turn off WiFi)
• Do not turn off your computer (we may need to check what they did)
• Contact your IT provider urgently
• Change all passwords from a different device
• Monitor bank accounts for unusual activity

If You Made a Payment

• Contact your bank immediately to stop/reverse the payment
• Report to Scamwatch (scamwatch.gov.au)
• Report to police via ReportCyber (cyber.gov.au)

If You Gave Personal Information

• Contact IDCARE (1800 595 160) for identity protection advice
• Place a credit ban through credit agencies
• Monitor for unusual correspondence

How to Protect Your Business

Train All Staff

• Share this article with your team
• Run regular reminders about phone scams
• Create a process for handling suspicious calls

Verify Before Acting

• Always verify unexpected calls by calling back on known numbers
• Never download software because a caller asked you to
• Check with IT before giving anyone remote access

Report Scam Calls

Even if you did not fall for the scam, report it:

• Scamwatch: scamwatch.gov.au
• ACMA: donotcall.gov.au (if you are on the Do Not Call Register)

Need Help?

If you have received a suspicious call or think your computer may be compromised, contact helpdesk@netlumait.com.au or call 1300 521 162 immediately.