IDCARE: Free Identity and Cyber Support in Australia and New Zealand

IDCARE is Australia and New Zealand’s national identity and cyber support service, run as a not-for-profit. If your personal information has been stolen, exposed in a data breach, or used by a scammer, IDCARE’s specialist case managers can help you work out what’s at risk and make a plan to protect yourself. Its support for individuals is free, and you contact it through the official IDCARE website, which lists its phone numbers and online help form.

If you’re in immediate danger or being threatened, call 000 in Australia or 111 in New Zealand first. The rest of this guide explains what IDCARE does, what it doesn’t do, and how it works alongside Scamwatch, ReportCyber and your bank.

What IDCARE is

IDCARE was set up to give people somewhere to turn when their identity or online security is compromised. It works with government agencies and organizations across both countries, and its services for the community are free. The organizations it works with support its work, which is how individuals can get help without paying.

Think of IDCARE as a specialist adviser rather than an investigator. It helps you understand your situation and take the right steps in the right order. It doesn’t prosecute scammers, recover lost money, or take over your accounts for you.

What IDCARE can help with

People typically contact IDCARE when something has happened to their personal information or accounts. Common situations include:

• Identity theft. Someone has used your details to open accounts, take out loans, apply for phone plans or commit fraud in your name.
• Data breaches. An organization has told you your information was exposed and you’re unsure what to do about it.
• Scams where you shared personal details. You entered your details on a fake website, sent copies of ID documents to a scammer, or gave out your tax file number.
• Compromised accounts. Your email, social media or other accounts have been hacked, or someone is impersonating you.
• Remote access scams. You let a scammer onto your computer or phone and need to know what they may have taken.
• Lost or stolen documents. Your wallet, passport or driver’s license has gone missing and you’re worried about misuse.

A case manager can help you work out which documents to replace, which organizations to contact, how to protect your credit file, and what warning signs to watch for. You get a response plan tailored to your situation rather than a generic checklist.

How to contact IDCARE safely

Scammers sometimes pretend to be support or recovery services, so contact IDCARE yourself through its official website rather than responding to a call, text or email that claims to be from it.

1. Go to the official IDCARE website directly. Type the address yourself or search for it, rather than clicking a link in a message.
2. Choose how to get help. The website lists phone numbers for Australia and New Zealand and an online form to request help. Use whichever is easiest for you.
3. Explain what happened. A case manager will ask about what information was exposed, how it happened and what you’ve already done.
4. Follow the response plan. Work through the steps in order, and keep notes of who you contacted, when, and any reference numbers.
5. Get back in touch if things change. If new accounts appear or you receive unexpected letters or bills, contact IDCARE again with your case details.

What to prepare before you contact IDCARE

You don’t need everything in place, but having some of this ready helps the conversation go faster:

• a short timeline of what happened, with dates;
• a list of the information you think was exposed, such as your driver’s license, passport, Medicare card, bank details or tax file number;
• any breach notification letters or emails you received;
• screenshots of scam messages, fake websites or suspicious account activity;
• reference numbers from reports you’ve already made to your bank, Scamwatch, ReportCyber or the police.

Where Scamwatch, ReportCyber and your bank fit in

IDCARE helps you respond. Other services take the report or can act on specific parts of the problem. In Australia, you’ll often use several of them.

Service	What it’s for
Your bank or card provider	Contact them first if money has left your account or card details were stolen. They can stop payments, block cards and investigate transactions.
Scamwatch	The ACCC’s service for reporting scams, including attempts where you didn’t lose money. Reports help warn others. See our guide to reporting to Scamwatch.
ReportCyber	The Australian Government’s online service for reporting cybercrime, such as hacking or online fraud where you lost money or data. Reports can be referred to police.
IDCARE	Specialist support to protect your identity and plan your next steps after information is exposed or misused.
Credit reporting bodies	You can ask the credit reporting bodies to put a ban on your credit report if you think someone may try to borrow in your name. IDCARE can explain how.

In New Zealand, contact your bank and the police, and IDCARE can point you to the relevant New Zealand reporting services, such as Netsafe for online harm.

If your information was exposed in a data breach by an Australian business or agency, the organization may have obligations under the Privacy Act. Our guides to the Australian Privacy Act and making an OAIC complaint explain your rights.

A worked example

This is an illustrative scenario, not a real client. Daniel, a retiree in Perth, receives a text saying a parcel is being held and follows a link to “update his details”. He enters his name, address, date of birth and card number, and then uploads a photo of his driver’s license when asked. A day later, he realizes the site was fake.

1. He calls his bank straight away using the number on the back of his card. The bank cancels the card and checks for unauthorized transactions.
2. He goes to the official IDCARE website and requests help. A case manager explains the risks of his license details being used and helps him work out what to do about his license and his credit file.
3. Following the plan, he asks for a ban on his credit report and contacts the agency that issued his license about whether it needs replacing.
4. He reports the scam to Scamwatch and, because card details were stolen, reports through ReportCyber too.
5. He keeps a notebook of every call, reference number and date, and checks his bank statements closely for the next few months.

IDCARE didn’t get his money back or find the scammer. What it did was help him close the doors the scammer could have used next.

Common mistakes

• Waiting to see whether anything happens. Acting early, especially on credit bans and ID documents, gives scammers less time to use your details.
• Trusting a caller who says they’re from IDCARE. Contact IDCARE yourself through its official website.
• Paying a recovery service. Genuine support services for victims don’t charge you to get your money back.
• Reporting to only one place. Your bank, Scamwatch, ReportCyber and IDCARE each do different jobs.
• Reusing passwords after a breach. Change the password on the affected account and anywhere else you used it, and turn on two-step verification.

When identity theft affects your reputation

Sometimes identity misuse goes beyond money. A scammer may set up fake profiles in your name, post damaging content, or create listings that show up when people search for you. Our guides on what to do if your identity is stolen and online impersonation cover the platform side. If fake profiles or damaging results are appearing for your name, our personal reputation management team can help you assess what can be reported and what needs rebuilding. If you’re feeling overwhelmed or unsafe, our help resources page lists support services.

Frequently asked questions

What is IDCARE?

IDCARE is a not-for-profit identity and cyber support service for Australia and New Zealand. Its case managers help people respond when their personal information is stolen, exposed in a data breach, or misused by scammers.

Is IDCARE free?

Yes, IDCARE’s support for individuals is free. It’s supported by the organizations and agencies it works with. If anyone claiming to be IDCARE asks you for payment, it’s a scam.

How do I contact IDCARE?

Go to the official IDCARE website directly, where you’ll find phone numbers for Australia and New Zealand and an online form to request help. Don’t respond to unexpected calls or messages claiming to be from IDCARE.

Can IDCARE get my money back?

No. IDCARE helps you protect your identity and plan your response, but it doesn’t recover money or investigate crimes. Contact your bank straight away about lost money, and report cybercrime through ReportCyber.

Should I report to Scamwatch or IDCARE?

Often both. Scamwatch collects scam reports to warn others and disrupt scams, while IDCARE gives you personal support to protect your identity. If you lost money or data to a cybercrime, report through ReportCyber too.