What to do if your personal information has been stolen
If you think someone has stolen your personal information, act quickly to reduce the harm.
When to contact the NZ Police
Contact the NZ Police if someone has your personal information and you:
- have evidence that it has been used to commit a crime
- are the victim of a fraudulent scam.
Have your identification and any relevant information handy.
Help to deal with identity theft
IDCARE is an independent organisation that helps people affected by identity theft and cybercrime. Their services are free.
If your personal information has been stolen, IDCARE can help you understand what has happened and what to do next. A case manager will work with you to create a clear, step-by-step recovery plan.
IDCARE can help you:
- protect your credit file
- contact banks, government agencies, and phone companies
- cancel stolen or lost documents
- secure your email and devices after a cyber incident.
Suspicious phone call, mail or visitor
Caller from bank asked for your login details or PIN number
Banks will never ask for your online banking password or PIN number. If someone called pretending to be from your bank and you gave them this information, contact your bank immediately and follow their advice.
Someone called saying there was problem with your computer
If you did not ask for help to fix a problem with your computer or your internet service, it was likely a scam to get your personal information.
If you gave them remote access to your computer:
- disconnect it from the internet
- get help to remove any harmful software that may have been installed
- change your passwords
- check your online accounts for any unusual activity
- report the incident to Netsafe.
Debt collector called about a loan you did not request
Contact the bank or finance company and tell them you do not recognise the debt. Ask them to put the account on hold and investigate.
Statement received for a bank account you did not open
If you received mail about a bank account or credit card under your name that you did not request, keep the document and contact the bank.
Fine or court notice received that you do not recognise
If you received a fine you do not recognise, contact the Ministry of Justice.
Disputing fines or court enforcement — Ministry of Justice
If you got a notification about court proceedings that you were not aware of, go to your nearest court. Bring an identification and any information that may help demonstrate you’re not involved.
Lost or stolen mail
If you’re expecting something in the post and it has not arrived, follow up with the person or organisation that was meant to send it.
You can also contact New Zealand Post to check whether your mail is being held or redirected.
Door-to-door salesperson took a photo of your ID
Legitimate businesses will never ask to photograph your identification to offer a service or product. This is a common trick to steal your personal information.
If a door-to-door salesperson has taken a photo of your ID, check our guidance for lost or stolen documents to reduce the risk of your ID being misused.
Lost or stolen documents
If you believe any of your documents are being used to commit fraud, report it to the NZ Police.
Contact the NZ Police via 105 (Ten-Five)
EFTPOS, credit card or other valuable cards
Contact the card issuer (for example, your bank) if your card is lost or stolen. If you do not notify them immediately, they may not be able to refund you for any losses.
Once reported as lost or stolen, the card provider will usually cancel your card and give you a new one.
NZ driver licence
If your NZ driver licence is lost or stolen, report it at your nearest police station.
You should replace your driver licence as soon as possible. When you get a replacement, your old licence is automatically cancelled.
NZ passport
If your passport is lost or stolen, contact the Department of Internal Affairs (DIA).
- If you need to replace your passport immediately, you can report the loss as part of the application process.
- If you do not want to replace your passport, you can report the loss online or by phone.
Passport has been lost, stolen, damaged, or involved in a data breach or scam — DIA
Non-NZ passport
If your non-NZ passport is lost or stolen, report it at your nearest police station.
You should then contact your nearest embassy or consulate — you’ll usually need to show a copy of the police report.
Embassy contact details — Ministry of Foreign Affairs and Trade
If your passport included a valid NZ visa, you should also notify Immigration New Zealand.
NZ citizenship certificate
If your NZ citizenship certificate is lost or stolen, contact the Department of Internal Affairs (DIA).
Contact the Citizenship Office
You should apply for a replacement certificate.
Strange transactions or records
Suspicious transactions in your bank or investment accounts
If you noticed a transaction that you do not recognise, it may be fraudulent. Contact your bank or investment provider immediately.
Unexpected utility bills or changes to your account
Contact the utility provider (for example, power company) immediately if you:
- received a bill for an account you did not open
- noticed that your account details have been changed without your permission
- got charged for usage you do not recognise.
Unusual activity on your credit report
Some organisations can request your credit report, usually with your permission (for example, when you apply for a loan or rental). You can also request your own report from a credit reporting agency for free.
If you found information on your credit report you did not expect (for example, a loan you did not take out), contact the organisation involved immediately (for example, the bank that issued the loan).
If you noticed a credit report request from someone you do not recognise, contact the credit reporting agency and ask for more information.
Protect your personal information
There are steps you can take to reduce the risk of your information being stolen or misused.