Safeguarding the Scheme

We take fraud against the Commonwealth very seriously. Those seeking to defraud the National Redress Scheme will be detected, investigated and prosecuted.

Our focus is on ensuring that genuine survivors receive redress. The lodgement of fraudulent applications to the National Redress Scheme exploits those survivors who experienced historical institutional child sexual abuse and undermines the integrity of the Scheme. Importantly, fraudulent applications divert National Redress Scheme resources away from our critical role in supporting survivors through their redress journey.

The National Redress Scheme has processes and controls in place to prevent and detect fraud. These include data matching, strengthened requirements around confirming identity and authenticating callers, and avenues for institutions, staff and members of the public to report suspicious applications or patterns of applications.

We will pursue those who lodge false applications to the National Redress Scheme and hold them to account. If required, we will seek recovery of fraudulent payments via criminal prosecution processes or civil recovery.

Reporting fraud

The Department of Social Services has a dedicated fraud and assurance function that monitors, assesses, tracks and investigates fraudulent behaviour.

You can provide reports about fraud in relation to the National Redress Scheme in the following ways:

Phone: call the DSS Fraud Hotline on 1800 054 312, Mon to Fri 8am to 5pm
Email: fraud@dss.gov.au
Phone: call us on 1800 737 377, Mon to Fri 8am to 5pm

You can report fraud anonymously if you wish, however we ask that you provide as much information as possible to assist us in investigating the matter.

Further information about reporting fraud can be found on the Department of Social Services website.(Opens in a new tab/window)

Safeguarding your identity and information

If personal information falls into the wrong hands, it can be used to steal your identity and gain access to your application.

Identity crime (also known as identity theft and identity fraud) involves someone using another individual’s identity information without consent, often to obtain a benefit.

The National Redress Scheme is committed to keeping your information safe and maintaining your privacy.

Signs of identity theft include

mail that you’re expecting doesn’t arrive
unexpected calls, texts, or mail from unfamiliar services
unusual emails appear in your inbox
an increase in suspicious phone calls or messages
unusual bills or charges you don’t recognise appear on your bank statement.

How we protect your identity and information

confirming your identity by conducting strict identity checks
only communicating with you or your authorised representative or nominee about your application
not disclosing details about your application or providing your application to others. Visit our privacy policy for a better understanding of how your information is handled by the National Redress Scheme
being alert to and acting on suspicious activity.

How you can protect your identity and information

keep your identity documents and personal information safe
be careful about who you tell about your redress application
regularly update your myGov access and security. Visit the myGov website(Opens in a new tab/window) for more information on how to keep your account secure
ensure your mail is secure, especially in shared mailboxes
be cautious when accessing your application on shared devices
consider adding a secret question or password to your application
only seek advice from trusted sources like Redress Support Services.

What to do if you think your identity has or is at risk of being stolen

act fast to limit the impact of identity theft
tell us if you think something is wrong or you are at risk of identity theft. Contact the National Redress Scheme on 1800 737 377 (Mon to Fri, 8am to 5pm)
add a secret question or password to your application. You can request this at any time by contacting us on 1800 737 377. Once set up we will ask for your password or answer each time you contact the National Redress Scheme
get support:
- IDCare can help you safeguard your information or respond to identity theft. You can find more information by visiting the IDCare website(Opens in a new tab/window) or contacting them on 1800 595 160
- managing an identity theft alongside a redress application may be overwhelming and stressful, there are a number of support services available to applicants, including Redress Support Services.

Safeguarding your payment

If National Redress Scheme documents and bank information falls into the wrong hands they can be used to steal your payment.

Financial fraud can include payment redirection in which a fraudster impersonates a genuine party to intercept or redirect a payment.

The National Redress Scheme is committed to ensuring eligible survivors safely receive their redress payment.
How we can protect your payment
- conduct appropriate checks and authorisation of your acceptance documents
- only make payments to a nominated account held in your name
- contact you or your authorised representative or nominee to verify details if we identify risks or require further information.
How you can protect your payment
- keep your documentation and personal information secure
- tell us if you think something is wrong or if you are at risk
- have your mail directed to a secure address
- don’t talk to others about your payment
- don’t use shared bank accounts
- ensure your bank account and details are secure
- get support:
  - knowmore financial counselling can provide free support and advise to help you plan for receiving a redress payment. Contact knowmore(Opens in a new tab/window) to discuss your options.
What to do if you think your payment is at risk
- act fast - the earlier the National Redress Scheme is notified of the risk, the more options we have to put measures in place to protect your payment.
- contact us on 1800 737 377 if you have any concerns about your payment.
What to do if you receive your payment but all or part of it is stolen

If you find yourself the victim of payment fraud after you receive your redress payment (for example, someone with access to your account takes your money) you should take immediate action.
- Contact your bank immediately
- Report the incident to the police
- Get support:
  - IDCare can provide advice to assist you in safeguarding your information. You can find more information by visiting the IDCare website(Opens in a new tab/window) or contacting them on 1800 595 160.
Please note, the National Redress Scheme is unable to assist you to recover funds once your payment has been received.

Safeguarding against predatory practices

Knowing where to get support can help protect you against predatory practices.

Predatory practices are practices that seek to exploit and profit from the suffering of others. This includes claim farming which involves an individual or organisation targeting a person and pressuring them to make a redress application. People or firms operating in this way benefit from the survivor submitting a claim through their service by charging commission or high legal fees for their assistance.

The National Redress Scheme is committed to providing fair and easy access for survivors who wish to submit an application for redress. If you are seeking information about redress or lodging a redress application, it’s important to know where to go for help and who you can trust.

There are organisations, that purposely target vulnerable people and who may not have your best interests at heart. Some red flags may include:

pressuring you into lodging a redress application
charging fees to submit a redress application
creating an unnecessary sense of urgency
encouraging false or misleading information in applications
hindering awareness of the free legal and support services available to applicants
suggesting that support provided through the National Redress Scheme is inadequate or will not provide the best outcome.

You should be alert to social media advertising or messages about the availability of one-off payments or services to assist with obtaining a payment.

Be aware that searching ‘redress' or similar phrases on the internet can take you to unauthorised sites where groups may be offering their services for a fee or providing misleading and inaccurate information about the National Redress Scheme. Look for the National Redress Scheme name and logo. Organisations that are not part of the National Redress Scheme are not allowed to use Scheme branding.

How we can help you receive the best advice

the National Redress Scheme will never ask you to pay to lodge an application or receive advice
the National Redress Scheme has a number of Redress Support Services that are available applicants, including free legal advice from knowmore.

How you can make sure you receive the best advice

be alert to ‘red flags’ of predatory practices and untrustworthy advice
only obtain information from trusted sources – look for the National Redress Scheme name and logo.
contact us if you need support. We can assist you with any questions and direct you to trusted services
knowmore provides free legal advice for survivors of child sexual abuse. knowmore lawyers can explain your options for redress through the National Redress Scheme. They can also discuss free referral options if you are thinking about making a civil claim. For more information visit the knowmore website(Opens in a new tab/window) or contact them on 1800 605 762.

If you are concerned that someone may be doing the wrong thing, you can tell us about it.

Report any concerns about predatory practices or suspicious activities by:

Phone: call the DSS Fraud Hotline on 1800 054 312, Mon to Fri 8am to 5pm
Email: fraud@dss.gov.au
Phone: call us on 1800 737 377, Mon to Fri 8am to 5pm

Safeguarding against scams

Becoming a victim of a scam can put your private information and application at risk.

A scam is a way of tricking people into handing over money or personal details for the purpose of committing fraudulent activity. There are several types of scams, and they may include text messages, phone calls, emails, website or social media messages and posts.

The National Redress Scheme is aware of several scams in which fraudsters pretend to be linked to the Scheme to gather sensitive information or offer false services.

How we can protect you from scams

notifying applicants of any scams the National Redress Scheme is aware of via our website
only providing information through trusted channels and services, including your linked myGov inbox, and text messages or calls to your nominated phone number
the National Redress Scheme will never send you text messages or emails containing links or requesting information
the National Redress Scheme will never ask for your personal details or offer you a one-off payment via social media.

How you can protect yourself from scams

only seek information about the National Redress Scheme and redress payments from trusted sources, including the National Redress Scheme website, by contacting the Scheme, and through Redress Support Services
if you are concerned about any information you have received about the National Redress Scheme, call the Scheme on 1800 737 377 for confirmation
do not click links in messages, provide money, or personal information to anyone if unsure
ask yourself whether the message or information could be fake. If it seems too good to be true, it usually is.

What to do if you suspect you have been a victim of a scam

tell us if you have recently been a victim of a scam. We can take appropriate measures to secure your application, and to warn others about the scam
report the scam to ScamWatch. You can find more information about identifying and reporting scams on the ScamWatch website(Opens in a new tab/window)
Get support:
- IDCare can help you secure your information. You can find out more information on the IDCare website(Opens in a new tab/window) or contacting them on 1800 595 160
- knowmore financial counselling may be able to provide advice if you have been financially impacted, or if you are preparing to receive a redress payment. For more information visit the knowmore website(Opens in a new tab/window) or contact them on 1800 605 762.