What to do during a suspicious phone call
What to say, what not to share and how to verify a call through a safer channel.
Before you continue
Do not share one-time codes, passwords, banking details or remote-access permission during an unexpected call.
If you sent money, shared banking details or gave access to a financial account, contact your bank or card provider immediately using trusted details. For exposed passwords, codes, identity details or other account access, contact the affected provider.
You are allowed to hang up
If a call feels pressured, confusing or unusual, end it and check the request separately.
You do not have to prove it is a scam first.
Do not share codes or passwords
Do not read out one-time codes, passwords, banking details or remote-access codes. Do not install an app because a caller tells you to.
A caller may sound polite and still be unsafe.
Do not trust caller ID by itself
The name or number shown on the phone can be misleading. Treat caller ID as a clue, not proof.
If the caller claims to be from a bank, government service, delivery company or technology provider, verify another way.
Call back using trusted details
Use a number from the organisation's official website, app, statement or card. Do not use a number the caller gives you.
If the caller claims to be a family member, contact that person or another trusted person separately.
A phrase you can use
You can say, "I'll call back using a number I already trust," and end the call. Contact the organisation through its official app or a trusted number to check whether anything needs prompt attention.
If you already shared something
Contact your bank or card provider immediately if you sent money, shared banking details or gave access to a financial account. Use contact details you find independently. For exposed passwords, codes, identity details or other account access, contact the affected provider through its official app or website. Change exposed passwords from a device you trust.
Do not delay contacting the provider to write notes. Record what happened when it is safe, without calling the suspicious number again.
You'll know how to pause, hang up and verify a suspicious call safely.
What to expect
You can end the call and verify the request through trusted contact details.
Sources and further reading
- Phone scams · Scamwatch
Supports suspicious-call warning signs and safer verification behaviour.
- Caller ID scams · ACMA
Supports the caller-ID limitation, ending suspicious calls and finding contact details independently.
- What to do if you've been scammed · Scamwatch
Supports contacting the bank or card provider immediately and protecting accounts before reporting.