Online security

Stolen identity? Here's what you can do

3 min read

Online security

Stolen identity? Here's what you can do

3 min read

Identity theft can happen to anyone. It occurs when someone uses your personal information, such as your name, address, or date of birth, to steal money or gain other benefits.

Learning how to understand, prevent and protect yourself against identify theft can help you avoid it.

Know how identity theft can happen   

Identity thieves may use a variety of methods, such as:

  • Internet scams. Using phishing emails, social media, or spoofing sites, Internet scams can be used to obtain your personal details, including your credit card information.
  • Hacking your device or network. This can include using malware or spyware to record and transmit your online activity.
  • Stealing documents. This includes online and paper-based documents which contain personal information, such as driver licences, bank and credit card statements, and pre-approved credit card offers.

Visit our ‘identify scams at home’ web page for tips on protecting yourself, detecting early warning signs, and what to do if you receive a suspicious email.

If your identity is stolen

1. Immediately inform the police  

All events should be reported to your local police department. Ask for a copy of the police report, as most banks and financial institutions require you to get one.

2. Alert Suncorp Bank and other financial institutions

We can help you cancel all your cards and close accounts that may have been breached. We can also help to open new accounts and provide replacement cards with a new Personal Identification Number (PIN).

We’re committed to fighting identity theft and providing you with a range of security measures to keep your personal information safe. The Suncorp Bank App uses a range of security features to protect your money online, such as real time fraud detection, security encryption and multi-factor authentication.

Discover the Suncorp Bank App

3. Check your credit report rating  

Inform relevant credit agencies, such as Equifax, that you’re a victim of identity theft. Ask for a copy of your credit report and read it carefully, to verify all enquires made into your credit history. In some cases, you can ask for an alert to be placed on your file to stop more fraudulent accounts being opened under your name.

4. Close any unauthorised accounts

Contact all the companies and organisations where your identity was used in an unauthorised way. This can include phone and other utility providers, department stores and other financial institutions.

5. Report any loss or theft of documents

Here are some document types and the relevant agencies you may need to inform.  

  • Passports – The Department of Foreign Affairs and Trade (DFAT).
  • Drivers licence – Your relevant State/Territory Roads and Traffic Authority.
  • Credit and debit cards – Your bank or other financial institution.
  • Mobile phone – Your telecommunications provider.

Remember to record all your data types, such as dates, names and contact details. Make notes of every conversation and keep detailed records of emails and other forms of correspondence.

6. Visit these resources for more information about identity theft.

  • Idcare is a free service to help you develop a plan to limit the damage from identity theft. Idcare also provides support for your mental health and wellbeing if your identity is stolen.
  • ACCC Scamwatch offers the latest news and alerts in your area.
  • Stay Smart Online offers easy-to-understand advice on how to protect yourself online.

At Suncorp Bank, the safety and security of our customers is our number one priority. If you suspect your security has been compromised, you can send an email to or call us on 13 11 55 for immediate assistance.  

Published 26 August 2022

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The information is intended to be of a general nature only and any advice has been prepared without taking into account your particular objectives, financial situations or needs, so you should consider whether it is appropriate for you before acting on it. We do not accept any legal responsibility for any loss incurred as a result of reliance upon it – please make your own enquiries.

Deposit products issued by Suncorp-Metway Ltd ABN 66 010 831 722 (“Suncorp Bank”). Terms and fees apply. Read the relevant Product Information Document and Terms & Conditions before making any decisions about this product. Any advice does not take into account your particular objectives, financial situations or needs, so you should consider whether it is appropriate for you before acting on it.