Having a Plan Makes All the Difference

The reason phone scams work is that they catch you off guard. You're not prepared, you don't know what to say, and the scammer is in control of the conversation. Having a simple plan — a few phrases you can use and steps to follow — takes back that control.

What to Say

You don't need to engage, argue, or prove anything. Keep it simple:

You don't owe an unknown caller an explanation. "No thank you" and hanging up is a perfectly complete response. You don't need to justify it.

  1. "I don't give information over the phone. I'll call you back on your official number."
  2. "Can I have your name and department? I'll call back through your main switchboard."
  3. "I'm going to verify this independently. If it's genuine, I'll get back to you."
  4. Or simply: "No thank you" and hang up.

What Not to Say

Scammers are skilled at getting information without you realising. Be careful not to:

  1. Confirm your name: If they say "Am I speaking to John Smith?" say "Who's calling?" instead of "Yes."
  2. Confirm your address or date of birth.
  3. Say "yes" clearly — some scammers record your "yes" and claim you agreed to a purchase or contract.
  4. Share any account numbers, PINs, or passwords.
  5. Agree to install software or visit a website they suggest.

The Callback Verification Method

This is the single most effective defence against phone scams. Any real organisation will understand and support you doing this:

Never call back the number that appeared on your caller ID or the number the caller gives you. Both can be fake. Always look up the official number independently.

  1. Tell the caller you'll call them back.
  2. Hang up.
  3. Wait at least 5 minutes (to ensure the line is clear, especially on a landline).
  4. Find the organisation's real phone number from their official website or from paperwork you already have.
  5. Call that number and ask to be connected to the department that supposedly called you.
  6. If it was real, they'll have a record of it. If it was a scam, they'll have no idea what you're talking about.

Special Advice for Helping Elderly Relatives

If you have elderly parents, grandparents, or neighbours who live alone, help them prepare:

A family code word is simple but powerful. If someone calls claiming to be a grandchild in trouble, asking "What's our family code word?" will immediately expose the scammer.

  1. Write down the callback verification steps on a card they can keep by the phone.
  2. Put a sticker on their phone that says: "My bank will never ask for my PIN or password."
  3. Set up their phone to screen unknown callers if possible.
  4. Agree on a family code word that can be used to verify identity in "grandparent scam" situations.
  5. Encourage them to call you before responding to any request for money, even if they're told to keep it secret.