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  SCAM VICTIM - WHO TO RING AND WHAT TO DO
  Prepared by Colin Clohesy at CoolTech Computers
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  KEEP THIS SHEET. Work down it in order.


  >>> STEP 1 - RING THE BANK RIGHT NOW <<<
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  Ring the number PRINTED ON THE BACK OF HER CARD. Not a number from an email,
  not from a popup, not from a text. The card is the only safe source.

  If money has already gone, speed is everything. Banks can sometimes stop or
  recover a transfer if told quickly.

  AUSTRALIAN BANK FRAUD / SCAM LINES
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    COMMONWEALTH BANK (CommBank)
       Ring the number on the back of her card
       Or in the CommBank app:  Help and support > Report a scam
       Web: commbank.com.au/security

    WESTPAC
       Fraud and scams ....... 132 032   (24 hours)
       Report a scam text .... forward it to 0497 132 032
       Web: westpac.com.au/security

    ANZ
       Customer Protection Team ... available 24/7
       Ring the number on the back of her card, or in the ANZ app
       Web: anz.com.au/security

    NAB
       Personal fraud and scam support ..... 13 22 65
       Web: nab.com.au/security

    BENDIGO BANK / ADELAIDE BANK
       Fraud ................ 1300 236 344
       Web: bendigobank.com.au/security

    BANK OF MELBOURNE / BANKWEST / ST GEORGE / other
       Ring the number on the back of her card. All banks have a 24/7 fraud
       line - ask for "fraud" or "scams" and they will transfer you.

    CREDIT UNION / BUILDING SOCIETY
       Ring the number on the card or the branch. Ask for their fraud team.


  >>> STEP 2 - SUPPORT AND REPORTING (all free) <<<
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    IDCARE  -  *** START HERE IF SHE'S UPSET ***
       1800 595 160
       Mon-Fri 8am-5pm
       www.idcare.org

       Australia's national identity and cyber support service. Free.
       They are NOT a bank or a government department - they are counsellors
       who help scam victims make a plan and work through it. If she is
       embarrassed, overwhelmed, or doesn't know what to do next, this is
       the number for her. They handle exactly this, every day.

    SCAMWATCH  (ACCC)
       www.scamwatch.gov.au/report-a-scam
       Report the scam. Takes 5 minutes. Helps protect other people.

    REPORTCYBER  (Australian Cyber Security Centre)
       www.cyber.gov.au/report-and-recover
       Report the cybercrime itself. Gives her an official reference number,
       which the bank may ask for.

    AUSTRALIAN CYBER SECURITY HOTLINE
       1300 292 371   (1300 CYBER1)
       For advice if she's unsure whether something is a scam.

    VICTORIA POLICE
       131 444  (non-emergency)
       000      (if she is in immediate danger)
       Report the fraud. Useful if the bank needs a police report.

    LIFELINE
       13 11 14   (24 hours)
       Being scammed is a shock. This is free and confidential.

    BEYOND BLUE
       1300 22 4636


  >>> STEP 3 - CHANGE PASSWORDS (DO THIS FROM HER PHONE) <<<
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  *** NEVER on the computer that was scammed. Use her phone or my laptop. ***

  IMPORTANT: changing a password is NOT enough on its own. A scammer who took
  a logged-in session stays logged in. Every change must also include:
        "SIGN OUT OF ALL DEVICES / ALL SESSIONS"

  ORDER:
    1. EMAIL first (it's the reset link for everything else)
         - change the password
         - sign out of all other devices
         - turn on 2-factor
    2. BANKING and payment apps
         - change password, sign out all devices
    3. Anything saved in her browser:
         chrome://password-manager/passwords
         (or edge://settings/passwords)
    4. Other email / social / shopping accounts
    5. Turn on 2-factor everywhere it's offered


  >>> STEP 4 - TELL HER THESE THREE THINGS <<<
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    1. "It is NOT your fault. This is a professional operation that targets
        thousands of people every week. They do it for a living."

    2. "The bank and IDCARE deal with this every day. You are not the first
        and you won't be the last - and they will help you."

    3. "The computer is cleaned. What keeps them out from now on is your
        passwords, changed from your phone. Let's do that now."


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  WHAT WE DID ON YOUR COMPUTER
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  [ ] Swept the machine for remote-access software and removed what we found
  [ ] Checked everything that starts automatically
  [ ] Checked scheduled tasks, services and user accounts
  [ ] Checked the web browser - history, extensions and saved logins
  [ ] Checked for anything installed or created around the time of the scam
  [ ] Ran antivirus scans

  Findings: ____________________________________________________________
  ______________________________________________________________________
  ______________________________________________________________________

  Date of visit: ____________________

  *** WHAT WE CAN AND CANNOT PROMISE ***
  The remote access is removed and verified. We cannot prove what was taken -
  no one can, because this type of software takes data and leaves nothing
  behind. What stops them getting back in is your passwords, changed from a
  different device. That is the step that matters most.


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  Prepared by

  Colin Clohesy  .........................  CoolTech Computers

  Date: ____________________

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