ACCC issues warning following spike in remote access scams

Australians are being urged to watch out for one specific type of scam, after a total $15.5m was lost last year.

The ACCC has warned Australians to be wary of scammers who ask them to download software or apps under the pretence of fixing technical issues, with these “remote access scams” on the rise.

In a “remote access scam”, the victim will usually receive a phone call from a scammer informing them of a problem with their account, phone or computer, and will instruct the victim to download software or an app which allows the scammer to gain control of their computer or phone.

The scammer will then try to access the victim’s bank accounts under the pretence they are resolving an account issue, and may ask the victim to read out passwords or one-time security codes, enabling the scammer to complete fraudulent transactions.

Australians reported losing a massive $15.5m to remote access scams in 2023. Picture: NewsWire / Christian Gilles.

The victim may not be aware the scammer has drained funds until the next time they access their account.

ACCC Deputy Chair Catriona Lowe said the ACCC was concerned scammers were draining entire bank accounts, with average losses to remote access scams now in the tens of thousands.

“Financial criminals use sophisticated emails, web-based pop-up messages and phone calls to impersonate well-known companies such as Microsoft to deceive people into thinking there is a problem with their account, computer or phone that needs fixing,” Ms Lowe said.

“The scammer will sound professional and offer to help resolve the problem, by instructing the victim to download well-known screen sharing software such as AnyDesk, Zoho or Teamviewer.

Average losses to remote access scams are now in the tens of thousands. Picture: NewsWire / Christian Gilles.

“Unfortunately, by doing so, the scammer can gain access to their bank accounts.

“Never download software or apps if directed to by someone over the phone and never share banking information, passwords or two-factor identification codes.”

In 2023, Australians reported losing a massive $15.5m to remote access scams, and reported losses to remote access scams in the first quarter of 2024 increased by 52 per cent compared to the previous quarter.

Unlike most other scam types, which have seen reported losses decrease over time, the average loss per scam victim for remote access scams increased by 57 per cent to $17,943 in the first quarter of this year, compared to the last quarter of 2023, according to the National Anti-Scam Centre.

Australians over the age of 65 are bearing the brunt, suffering the largest losses.

Australians over the age of 65 have suffered the largest losses from the scams. Picture: NewsWire / Christian Gilles.

In a bid to disrupt remote access scams, the National Anti-Scam Centre has been notifying remote desktop application software companies of reports of scam activity using their products and has contacted the companies that are being impersonated so they can alert their customers.

The ACCC advises Australians follow the below tips to avoid scams:

STOP – Don’t rush to act. Hang up on anyone requesting you download software or an app over the phone. Never provide banking information, passwords, or two-factor identification codes over the phone.

THINK – Ask yourself if you really know who you are communicating with? Take the time to call the business you are dealing with using independently sourced contact details or verify the contact through their secure app.

PROTECT – Act quickly if something feels wrong. If you have shared financial information or transferred money, contact your bank immediately. Help others by reporting to Scamwatch.

Originally published as ACCC issues warning following spike in remote access scams