Scammers undeterred: 9 in 10 NZers targeted, but reporting surges

New research from BNZ highlights the unrelenting onslaught of criminal scammers facing New Zealanders, with nearly nine in ten Kiwis reporting they’ve been targeted by scammers in the past year. 

BNZ’s annual Scam Savvy survey found that 87% of New Zealanders were targeted by scams in the past 12 months, virtually unchanged from 2023 (88%).  

However, in a positive shift, New Zealanders are fighting back: despite persistent attacks, the proportion of people reporting scams to organisations like banks, police, and Netsafe, has jumped to 70%, up from 62% in 2023 and a mere 46% in 2022. 

BNZ Head of Financial Crime, Ashley Kai Fong, says, “While it’s concerning that scammers continue to target Kiwis at such a high rate, we’re pleased to see a significant increase in scam reporting.  

“This shift suggests that our efforts to raise awareness and encourage action are paying off. However, it’s crucial to remember that if you suspect you’ve been scammed, you should always call your bank immediately. Quick action can often help prevent or limit financial losses.” 

Key findings from BNZ’s 2024 Scam Savvy survey include: 

• Government impersonation scams have increased, with 52% of respondents targeted by this type of scam in the last 12 months, up from 45% in 2023 
• Email remains the most common scam channel, with 34% of scam victims targeted this way. 
• Website-based scams have more than doubled, with 22% of scam victims being contacted this way, up from 9% in 2023 
• Social media remains a significant channel for scammers, with 22% of respondents encountering scams on these platforms 
• 1 in 8 respondents fell victim to a scam in the last 12 months, with 7% losing money 

“The tactics used by scammers are constantly evolving, so the increase in reporting is a crucial step in our collective fight against fraud – every report makes it harder for scammers to operate. We’re seeing a real shift in attitudes, with more people recognising the importance of speaking up,” Kai Fong says. 

In response to the evolving scam landscape, BNZ recently launched another anti-scam tool. The ‘online banking lock’ feature gives customers the ability to disable all online banking activity and lock access to their online banking if they suspect a scammer has gained access to their accounts. 

“This new tool – available in the BNZ app – gives customers the ability to lock their online banking while they’re contacting us, potentially speeding up the process to lock their accounts and shut scammers out,” says Kai Fong. 

The online banking lock is just one of a number of new features BNZ has introduced, including: 

• Introducing a way for customers to verify their identity through the BNZ app when prompted by a BNZ staff member to confirm it is the bank calling. 
• Introducing additional two-factor authentication (2FA) within internet banking for high-risk actions such as changing personal contact details, creating a new payee, editing an existing payee, or making payments to unsaved payees. This is required regardless of whether a customer has already completed 2FA in their current session. 
• Deploying ID readers in branch to help identify fraudulent documents. 

“While we’re making progress and introducing new protective measures, our research underscores the need for continued vigilance and education. We urge all New Zealanders to stay informed about the latest scam tactics and to report any suspicious activity immediately.  

“Remember, reporting a scam isn’t just about your own protection—it could prevent someone else from becoming a victim too,” says Kai Fong. 

Keeping account details, passwords and pin numbers safe 

• never click on links or attachments sent by someone you don’t know or that seem out of character for someone you do know 
• keep your computer and phone security software up to date 
• contact your bank as soon as possible if you think you’ve been scammed 

Top tips to get scam savvy – BNZ will never: 

• email or text you links to online banking and ask you to log in 
• send you a text message with a link to a website, or link to call us 
• ask you for information about your PIN number, bank account number, or password 
• ask you to verbally share the authentication codes sent to you by text or email, even with a BNZ staff member 
• ask you to transfer money to help catch a scammer or a bank employee who is scamming customers send you a text message about account issues with a link to log in 
• ask you to download software to access your Internet Banking remotely 
• use international phone numbers to call or send you notifications.

The BNZ Scam Savvy research was commissioned by BNZ using the Insights HQ my2cents online research panel. Responses were collected between July 30 and August 16, 2024, with a sample size of 1,263 New Zealanders. The sample was weighted to be nationally representative on region, age and gender.