How to Report Cybercrime in New Zealand (and Get Your Money Back)
A practical guide for New Zealand victims of online scams and fraud: who to call first, how to report to your bank, Police 105 and the NCSC, and what the new banking confirmation-of-payee and reimbursement rules mean for getting your money back.
Quick answer: If you are in immediate danger or a crime is happening now, call 111. Call your bank's fraud line right now (the number on the back of your card) so they can try to freeze and recall the payment, then report the cyber incident to the NCSC on 0800 114 115 or at ncsc.govt.nz, and report the crime to Police on 105 (online at 105.police.govt.nz). Getting money back is realistic when you act within minutes; once funds are withdrawn or sent offshore, recovery becomes much harder.
What to do in 3 steps
- Call your bank immediately. Phone the 24/7 fraud line on the back of your card. Ask them to stop or recall the payment, freeze your accounts and cards, and start a fraud case. Speed is everything: a recall can sometimes claw funds back before the receiving account empties.
- Report to the NCSC and Police. Report the incident to the National Cyber Security Centre at ncsc.govt.nz or on 0800 114 115 (this replaced the old CERT NZ line). For fraud and financial crime, also file with Police using the 105 non-emergency service online at 105.police.govt.nz or by phone, and keep your report reference number.
- Lock down and gather evidence. Change passwords, turn on two-factor authentication, and secure your email and banking logins. Save screenshots, texts, emails, payment receipts, and the scammer's account numbers and phone numbers. You can also report scams and online harm to Netsafe at report.netsafe.org.nz.
How recovery actually works
The fastest route to your money is the bank recall. When you report a fraudulent or scam payment quickly, your bank contacts the receiving bank to try to freeze and return whatever is left. The more time that passes, the more likely the funds have been moved on, so report in minutes, not days. For unauthorised transactions the bank usually carries the loss and refunds you. For authorised push-payment scams the position is changing: from 30 November 2025 the updated Code of Banking Practice requires member banks (including ANZ, ASB, BNZ, Kiwibank and Westpac) to offer a confirmation-of-payee check and to meet new anti-scam commitments, and a reimbursement scheme means more victims may be compensated where the bank failed those commitments, up to $500,000 in certain circumstances. How much you get back can depend on whether you took reasonable care. If your bank declines your claim and you disagree, you can escalate for free to the Banking Ombudsman at bankomb.org.nz or 0800 805 950.
What to have ready
- The date, time, and exact amount of each payment, plus your own account and card details.
- The recipient's bank account number, name, and any reference used for the transfer.
- Screenshots of the messages, emails, websites, ads, or phone numbers the scammer used.
- Any reference numbers from your bank's fraud case, your Police 105 report, and your NCSC report.
- A short timeline of what happened and when you first realised something was wrong.
Frequently asked questions
Do I report to CERT NZ or the NCSC?
CERT NZ has fully merged into the National Cyber Security Centre. The old CERT NZ website and 0800 number have been retired. Report at ncsc.govt.nz or call 0800 114 115. For the crime itself, use Police 105.
Will I definitely get my money back?
Not always. Unauthorised transactions are usually refunded by the bank. For scams where you authorised the payment yourself, recovery depends on a fast recall and on the new banking reimbursement rules, and the amount can depend on whether you took reasonable care. Reporting within minutes gives you the best chance.
What if my bank refuses to refund me?
Ask for the decision in writing and use the bank's internal complaints process first. If you are still unhappy, the Banking Ombudsman Scheme is a free, independent service that can review your complaint at bankomb.org.nz or 0800 805 950.
Sources
- NCSC and CERT NZ integration now complete (reporting now via NCSC, 0800 114 115)
- NCSC Quarter One Cyber Security Insights 2025 (incidents and financial loss)
- New Zealand Banking Association: banks step up scam protections and compensation
- Banking Ombudsman Scheme: make a complaint (0800 805 950)
- Netsafe: report a scam or online harm
For step-by-step reporting and recovery guides covering other countries, see our cybercrime help hub.