Online safety, scams and privacy
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.
What you will learn
You'll know how to pause, hang up and verify a suspicious call safely.
Before you continue
Do not share one-time codes, passwords, banking details or remote-access permission during an unexpected call.
Stop and contact the relevant provider immediately if you shared money, account access, codes or identity information.
You are allowed to hang up
A genuine caller should not need you to stay on the phone while you feel unsure. If the call feels pressured, confusing or unusual, end it.
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 genuine caller can wait
It is reasonable to say, "I'll call you back on the number I already have for this," and then end the call. A genuine bank, government department or business will not penalise you for verifying independently, no matter how urgent the caller says the matter is.
If you already shared something
Write down what happened while it is fresh. Contact the bank, account provider or relevant organisation using trusted details. Change exposed passwords from a device you trust.
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.