We acknowledge AFCA’s decision in respect of this determination, which relates to a historic and specific type of bank impersonation scam. The outcome has been accepted by the customer and is now resolved.

As AFCA have now provided guidance with this determination, we continue to look at how this can be applied to other cases that have not already been settled.

Falling victim to a scam is a distressing situation. We remain committed to working with industry and government to disrupt scams and protect customers and will continue to work hard to support victims of scams.

When it comes to fraud and scam prevention, an ecosystem approach is critical. This is why we welcome the draft Scam Prevention Framework legislation that acknowledges the role banks, telcos, social media companies and the public play in scam prevention.

We ask our customers and remind the broader public to never give out bank codes or passwords. HSBC will never ask you to verbally provide your PINs, passwords or verification codes on a phone call, in response to a text message or email.