Think you have been scammed? What to do next in New Zealand
If you think you have been scammed in New Zealand, stop contact and call your bank or payment provider immediately using independently verified details. Ask whether payment can be stopped or recovered, secure affected accounts and preserve evidence. Report the incident through official channels; repayment or compensation is not guaranteed.
What should you do in the first few minutes?
Contact the bank or payment service before spending time investigating the scam yourself. Consumer Protection advises acting quickly because payment method and timing can affect recovery. Use the bank’s app, the number on your card or another contact you already know is genuine.
- Stop responding and do not make further payments.
- Explain what happened and identify payments or account access at risk.
- Ask the bank or provider about stopping, recalling or disputing the payment.
- Secure affected accounts and get trusted technical help if a device may be compromised.
- Keep a record of who you contacted, when and what they advised.
What evidence should you keep?
Keep messages, receipts, account details, dates and screenshots without continuing the conversation. A clear timeline helps the bank, Police and any adviser understand what occurred. Preserve the original material where possible rather than editing messages into a summary that loses context.
For a business, identify who received the instructions, who approved payment and which records may be affected. Follow the organisation’s incident process and involve appropriate IT support. Do not circulate identity documents or account information more widely than necessary to manage the incident.
Where can you report a scam in New Zealand?
Use current official reporting routes. Consumer Protection directs people to the National Cyber Security Centre for cyber incidents, while Police accepts online fraud, scam and cyber reports. Reporting to one body does not replace urgent contact with your bank.
- Consumer Protection’s action guide links to reporting and support channels.
- Police’s online fraud/scam/cyber reporting service explains the evidence to provide.
- Report the account, advertisement or listing to the platform where the approach occurred.
Will your bank have to reimburse the loss?
Not automatically. The Banking Ombudsman’s fraud practice note distinguishes unauthorised transactions from payments a customer authorised after being deceived. The facts and applicable banking obligations affect the outcome.
From 30 November 2025, the Code of Banking Practice includes compensation commitments for eligible authorised scam payments in certain circumstances, including failure to meet applicable bank scam-protection commitments and reasonable care by the customer. This is not a promise that every bank, payment or loss qualifies. Ask your bank for a written explanation of its decision and the complaint options available.
How can you reduce the risk of another scam?
Verify unexpected instructions through a separate, trusted route before acting. Urgency, a convincing logo or knowledge of personal details does not prove the sender is genuine. Be cautious about people who promise to recover a previous loss for an upfront payment.
For example, if a supplier sends a message changing its bank account, call a known contact using details held before that message. Require a second internal check for unusual payment requests. Record the verification so the next person processing the invoice can see what was checked.
When can legal advice help after a scam?
Legal advice may help assess a disputed transaction, contractual obligations or a possible civil claim. It cannot guarantee that an identifiable defendant has recoverable assets or that money can be returned. Explain any urgent deadline or threatened action when seeking advice.
Canterbury Legal’s civil and commercial disputes services can help assess the legal position. Businesses can also review their contract and payment arrangements to clarify responsibilities. Contact our Christchurch team once urgent banking and account-security steps are underway.
What other questions do people ask?
Should I wait until I am certain it was a scam?
Contact your bank promptly if money or account access may be at risk. Explain your uncertainty and ask what protective steps are available.
Does reporting to Police automatically get my money back?
No. Reporting supports investigation and provides a record, but it does not guarantee recovery or replace urgent contact with the bank or payment provider.
Should I pay someone who promises to recover my loss?
Be cautious. People affected by scams can be targeted again with recovery promises. Independently verify any proposed adviser and do not pay solely on a promise that the money will be returned.
Which official sources explain these rules?
- Consumer Protection: report a scam
- Consumer Protection: scammed—take action
- New Zealand Police: fraud/scam/cyber reports
- Banking Ombudsman: fraud and scams practice note, 30 November 2025
Information checked on 28 October 2026. This article provides general information about New Zealand law and is not a substitute for advice about your circumstances.
