Estimated reading time
5 min
Key points
- False, misleading posts, alerts, emails, messages and calls impersonating ANZ are used to deceive and create concerns.
- This type of information pressures you to act quickly and may prompt you to share details or move money, without verifying.
- Spot and stop it. Pause and verify through official ANZ channels to avoid being misled.
Disinformation is one of the most powerful tools used by scammers today.
By spreading convincing but false information, criminals try to trick people into giving away personal details, passwords, or money.
At ANZ, we’re committed to helping you stay informed and protected.
What is disinformation?
Disinformation is false information that is deliberately created to mislead you.
In a banking context, it often involves scammers impersonating trusted organisations to make contact appear genuine. This may include:
- Fake emails, SMS messages, or phone calls claiming to be from ANZ
- Messages stating there is an issue with your account
- Requests to verify details or make a payment
These communications are designed to prompt quick action before you have time to check.
How disinformation can impact you
Disinformation is designed to influence your decisions, often by creating urgency or uncertainty, and it can appear in many forms such as messages, social media posts, websites, news content, or even word of mouth.
When information feels convincing, it can lead to actions such as:
- Moving money quickly
- Sharing personal or banking information
- Responding to requests that appear legitimate
Disinformation can also fuel panic about accounts, services, or market conditions, leading to poor financial decisions and avoidable losses, while false claims spread online can harm reputations and make scams appear more believable. It can also cause unnecessary concern about your accounts or finances, making it easier for scams to succeed.
Taking a moment to stop and check can help you stay in control and avoid potential losses.
How to protect yourself from disinformation
Being aware is your first line of defence. Use Stop. Check. Protect to stay safe:
STOP
Take a moment before you act. Scammers rely on urgency.
Be cautious if a message:
- Is unexpected
- Asks you to act immediately
- Mentions suspicious activity or account issues
- Offers unexpected refunds, payments, or prizes
If something feels urgent or unusual, pause before responding.
CHECK
Take a closer look before you trust the message, phone call or post.
- Check the sender’s email address for variations (e.g. @anz-bank.com instead of @anz.com)
- Look for unusual wording, spelling mistakes, or formatting
- Don’t click links - go directly to ANZ’s official website or the ANZ app instead
- Check for public announcements from trusted sources
Even if it looks genuine, don’t assume it is. If in doubt, hang up and don’t respond. Instead, call us to check using the ANZ App or on one of the official numbers on our website.
PROTECT
Keep your information secure and use trusted ways to respond.
- Never share sensitive details (like your password, PIN, or one-time passcodes (OTPs) for payment)
- Only contact ANZ using official channels
- Don’t respond to unexpected requests for payments or personal information
If something doesn’t feel right, stop and contact ANZ directly.
How ANZ may contact you
We may contact you to help keep your accounts secure or provide important updates. This could include:
- SMS or email alerts about account activity
- Fraud monitoring calls if we detect unusual transactions or activity
- Notifications in the ANZ App or Internet Banking
- KYC information requirements
However, we will always communicate safely.
How to recognise genuine ANZ contact
When ANZ contacts you:
We may:
- include information you can validate, like our contact number, the last 4 digits of your card or account, as well as specific transaction information
- send a pre-call SMS to let you know we’ll be calling
- leave a voicemail if we don’t reach you
We will never ask you to:
- share sensitive banking details (like passwords, PINs, ANZ Shield codes, token codes or one-time passcodes (for payment)
- click a link to log in to your account
- grant remote access to your computer, phone, tablet (or any other mobile device)
- transfer money to another account
Read more on how to tell if ANZ is really contacting you.
How to verify it’s really us
If you’re unsure whether a message, post or call is from ANZ:
Use official contact details
- Find our number through the official ANZ website and contact us directly
- Call us through the ANZ App
- Call the number on the back of your card
- Check ANZ’s official social media accounts to confirm the post is genuine and published by us
Stop and reconnect
If you’re on a call and feel unsure:
- Hang up
- Wait a few minutes
- Call ANZ back using a trusted number
What to do if you suspect an ANZ impersonation scam
If something doesn’t feel right:
Stop engaging with the message or caller
Do not click links, download attachments or share information
Contact ANZ immediately via official channels if you’ve transferred money or shared financial information to the scammer
Report any suspected fake ANZ-branded emails, messages, posts, websites and calls to ANZ
Report the scam through ReportCyber or Scamwatch
Reporting fraud and scams
If you suspect fraud on your account or have shared financial information or transferred money as a result of a scam please contact your bank. If you bank with ANZ, please contact us straightaway. Our Customer Protection Team is available 24/7 to help you.
You can also report scams to the Australian Government’s Scamwatch and the Australian Cyber Security Centre’s ReportCyber.
For additional support with identity or cyber security concerns, you can reach out to IDCare, a not-for-profit organisation offering expert support and frontline insights into scams, identity theft and cybercrime.
