CINAA TELECOMMUNICATIONS FRAUD PREVENTION - ANSWERING TELEPHONE CALLS

Things You Should Know When You Answer Telephone Calls

A key concern when answering a telephone can be that the person at the other end of the call is who they say they are. When answering a telephone call from someone you don't know, you have only the caller's tone of voice and what they are telling you to assist in judging their honesty and the legitimacy of their request. The person's appearance and demeanor, where they are calling from, etc., are unknown to you. It is often difficult to confirm much of what the caller tells you. It is important to recognize this when conversing with the caller. 'Social Engineering' refers to the use of social interactions (often over the telephone):

	Through a convincing - but false - story, their request appears to be an innocent one. Many assist these con artists without realizing any harm has been done.
	Claiming to be someone they're not in order to legitimize their request. The caller may tell you they are a telephone company operator or repairman, a doctor, security officer, etc.
	Exploiting your natural inclination to be helpful and cooperative to others. The caller appears to be in dire and legitimate need of your assistance.
	Exploiting your natural inclination to defer to authority. The caller may claim to be an RCMP officer, the president of your company or other authority figure.
	Intimidating you, particularly if you initially refuse their request. They may become less friendly and more insistent in order to obtain what they want.
	Impersonating others. One person may disguise their voice - perhaps using a man's voice and a woman's voice - so you appear to be talking with 2 or more people. This increases pressure on you to comply and can be extremely convincing.

	To obtain from you bank account or credit card information or your telephone card number.
	To obtain your password (if you have access to secure systems).
	To get an outside line when calling a business (this gives the caller access to long distance calls at the expense of the business).

	Recognize that when you receive a call from someone you don't know, there is generally no means of confirming their identity, and often no means of confirming what they tell you.
	Do not provide callers with any form of sensitive information unless you can be sure the caller is who they say they are, and their position entitles them to the type of information requested.
	Don't give in to pressure or persistence if you are concerned with the caller's request.
	If you become suspicious, don't hesitate to hang up.

	To obtain information which may be confidential or useful in a subsequent theft - perhaps theft of your long distance phone service, or
	To obtain access to your long distance phone service directly.