Tax Season: beware of impersonation scams
As the end of the financial year approaches, scammers may pose as the Australian Taxation Office (ATO) and contact you via SMS, email, phone or social media.
The ATO will never threaten arrest or demand immediate payment via email or SMS, nor send direct login links. If you’re unsure, ignore the message and contact the ATO using details you find yourself.
To keep safe, never click on links in unexpected ATOlooking messages. Always verify messages using official channels such as myGov or ATO numbers you find yourself – don’t rely on numbers provided in messages you receive.
Is someone trying to scam you?
Warning signs it might be a scam:
- You’re contacted out of the blue and asked to verify, update or act urgently
- The sender’s name, email address or phone number looks slightly off
- Website links don’t match official addresses
- You’re asked for personal information, banking details or security codes
- You’re asked to download remote access software or give access to your device
- You’re asked to collect your physical card
Stay alert
If someone contacts you claiming to be from the Bank and something feels wrong, hang up or delete the message. Don’t call the number provided in an unexpected message, even if the caller claims to have information about you on hand.
Call us on 1800 800 225.
We will never ask you:
Share your card number, expiry, CVV or PIN
Share your account details or password
Share a one-time password (OTP)
Move money
‘Rent’ your account
Provide remote access to your device
Request your physical card
Quick tips to protect yourself from scammers
Pause before you click or pay if a call, text or email doesn’t feel right
Don’t succumb to pressure to act – real organisations won’t rush you
If you’re unsure, hang up on the caller, delete the email, and block the contact. Verify authenticity via trusted sources and not through links or numbers shared
Don’t open unexpected links or attachments
Use strong, unique passwords and update them regularly
Turn on multi‑factor authentication
Report a suspicious message or phone call
If you receive something that doesn’t feel right, let us know, then delete it without replying or clicking on anything.
Don’t recognise a transaction?
Start by checking the transaction wasn’t made by another family member, or someone else authorised to use the account. If it still looks suspicious, get in touch straight away.
Temporarily lock your card in our app
- Tap the card icon at the bottom of the screen. The Lock card message will appear in the middle of the screen.
- Swipe right to lock it and swipe left to unlock it.
Call us straight away on 1800 800 225 or our Fraud Bureau Service on 1300 705 750.
Dispute a transaction
If you’re unsure about a transaction on your account, log on to see merchant details. Check the transaction wasn’t made by another family member (especially for app/game purchases).
If you think you’ve been charged incorrectly, contact the business directly – most issues can be solved with the original merchant.
If this fails to solve the issue we can seek a reversal of the transaction on your behalf.
Complete the Disputed Card Transaction form and any supporting documents and return to us in branch, by mail or email.
When you report unauthorised transactions, we'll place a stop on the card and send you a new one.
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- Email (card dispute)
- [email protected]
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- Email (ATM dispute)
- [email protected]
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- GPO Box 5313 SYDNEY NSW 2001
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- In branch
- See locations
Common scams
What they are and tips to avoid them.
A caller (often posing as tech support/telco/bank) claims there’s a problem with your account, device or internet and asks to access your computer or phone.
Tip: Never install software or share codes at someone’s request.
Someone builds an online relationship with you and then asks for money, gifts, crypto or investment transfers.
Tip: Never send money to someone you haven’t met in person. Talk to someone you trust if you're unsure.
Fake platforms, cloned brands, crypto “opportunities” or celebrityendorsed ads promising low risk and high returns.
Tip: If an investment is promoted as guaranteed or urgent, it’s a red flag. Always verify using official, publicly available sources.
Check ASIC’s registers and Moneysmart investor alerts before you act.
“Side-hustle” or Work From Home offers that offer easy income but require upfront payments or identity documents.
Tip: Legitimate jobs don’t require fees, crypto transfers or personal IDs upfront.
Scammers impersonate charities, especially during disasters.
Tip: Donate through the charity’s official site. Check the ACNC Charity Register if unsure.
On marketplace platforms,scammers pose as buyers, then send fake emails about account upgrades, limits or payments that never arrive.
Tip: Only trust what you see in your banking/app – not screenshots or emails.
Don’t send money to “unlock” a payment.
Impersonation scams
What they are and tips to avoid them.
A scammer pretends to be from your bank and claims there’s suspicious activity on your account or card. They may ask for personal details, request remote access to your device, or instruct you to hand over your debit or credit card.
Tip: If someone pressures you for sensitive details or to act urgently, hang up immediately and call us back on a number you trust. We’ll never ask for your card details, PIN, one-time codes, or remote access to your device.
Offers to unlock your super early or move it to an SMSF with unbelievable returns – often a front for identity theft or theft of funds.
Tip: Never act on unsolicited super advice. Confirm with your fund and check licences on ASIC registers.
Scammers use AI‑generated voices or videos to impersonate family members, work colleagues or officials.
Tip: If something feels urgent or unusual, hang up and call back on a number you already know. Consider using a family “safe word”.
Scammers send emails or SMS messages pretending to be trusted organisations. Messages may mention missed deliveries, small fees, address updates, or account issues. These messages usually create a sense of urgency to make you click quickly.
Tip: Don’t click on links or open unexpected attachments. Type the official website yourself or use their app instead. Delete the message and report it if it seems suspicious.
Fake online stores, ads, or marketplace listings offering discounted products, brand name items, or hard-to-find goods.
Tip: Before paying, check independent reviews and verify the website address. Avoid unusual payment methods like gift cards or crypto.
Criminals impersonate suppliers with hijacked email accounts and altered invoices.
Tip: Always confirm payment details using contact information you source yourself.
Fake QR codes on stickers or emails take you to malicious sites or malware.
Tip: Preview the URL or enter the site manually. Be wary of QR codes on public surfaces.
WHAT TO DO IF YOU’VE BEEN CONTACTED
- Stop – Don’t click, pay or share codes.
- Check – Contact the organisation using details you find yourself.
- Protect – Call your bank immediately if you’ve shared details or sent funds, then report to:
- Scamwatch (National AntiScam Centre) for all scams.
- ReportCyber (ACSC) if your device/accounts may be compromised.
- IDCARE 1800 595 160 for identity support.
WAYS TO GET IN TOUCH
Help and resources
Are you experiencing financial difficulty?
If you find yourself under financial pressure, there’s a good chance we can help. Whatever the issue, let’s talk it through.
Report a suspicious message
If you receive a suspicious email, SMS or phone call let us know immediately. After reporting it, delete the message. Don’t reply, click on any links or share any account or personal details.