CommBank and Telstra have broadened their anti-scam technology, Scam Indicator, to include landlines. Developed in partnership with Quantum Telstra, the technology aims to protect joint Telstra and CommBank customers.

Initially launched to cover mobile phone calls in October 2023, the expansion is designed to detect suspicious calls in real-time and prevent financial losses to scammers. Recent Telstra data indicates that over 85% of residential landline services are registered to Australians over the age of 60. National Anti-Scam Centre data also shows those aged over 65 lost more money to scammers in 2023 than any other age group and were the only group that did not experience a decrease in reported losses during that year. Phone calls were the top contact method used by scammers in 2023 based on the amount lost.

James Roberts, General Manager of Group Fraud at CommBank, said, "Scammers are often bold enough to pick up the phone and talk directly with unsuspecting victims. They create a sense of urgency and use impersonation tactics to often trick their target to download software that gives them remote access to their victim's computer.

"Working together with Telstra is a good example of the power of collaboration, using data and technology for good with security and privacy at the forefront. We know we are stronger together against the scammers when we take a whole of ecosystem approach – banks, social media, telcos, government, and also consumers, all have a role to play."

The anti-scam technology indicates whether a customer may be on a call to a scammer. CommBank’s Fraud team can apply holds, blocks and declines and proactively send real-time alerts to the impacted customer, for example via a message through the CommBank app or NetBank, to help stop the scam in real-time. Scam Indicator is used by CommBank and Telstra across their joint retail customer base. The landline extends coverage by 25%.

As an example, Roberts said the team recently used this technology to help stop an elderly customer from being scammed when she was talking to a scammer using her landline. The customer had been convinced by the scammer to download software that gave them full access to her computer and banking information.

"Scam Indicator technology allowed us to monitor the customer’s banking activity and decline around $70,000 in attempted scam transactions, so the money didn’t end up leaving the customer’s account," he explained.