How to protect elderly family members from phone scams

Why older Australians are targeted

Scammers deliberately target older Australians. According to the ACCC's Scamwatch, Australians aged 65 and over lost more than $120 million to scams in 2023. Older people are often more trusting of official-sounding messages and less familiar with digital scam tactics.

But this isn't about blaming anyone — it's about putting the right protections in place.

Practical steps you can take

Have the conversation early

Don't wait for a scam to happen. Talk to your family members about common scam tactics:

• "Your bank will never ask for your PIN or password by text"
• "If a message creates urgency, that's a red flag"
• "When in doubt, call the organisation directly using the number on their website — not the one in the text"

Keep the tone supportive, not patronising. Frame it as something everyone deals with, not just older people.

Set up a verification system

Agree on a simple rule: "If you get a suspicious message, forward it to me before doing anything." This gives your family member a safe action to take instead of engaging with the scam.

With Paxello, they can forward the message directly and receive an instant risk assessment — no need to wait for a family member to check their phone.

Enable built-in phone protections

Most smartphones have built-in features that help:

• iPhone: Settings → Messages → Filter Unknown Senders
• Android: Messages app → Settings → Spam protection → Enable
• Both: Add known contacts so legitimate messages are easy to identify

Register with the Do Not Call Register

While it won't stop scammers (who don't follow the rules), registering at donotcall.gov.au reduces legitimate telemarketing calls, making suspicious calls easier to spot.

What to do if a scam succeeds

If your family member has already responded to a scam:

1. Contact their bank immediately — most banks have 24/7 fraud lines
2. Change passwords on any accounts that may be compromised
3. Report to Scamwatch at scamwatch.gov.au or call 1300 795 995
4. Contact IDCARE on 1800 595 160 if personal identity information was shared
5. Don't blame them — scams are sophisticated and designed to fool anyone