Netsafe Quarterly Report July – September 2023

Kia ora,

July to September 2023 was Netsafe’s busiest ever quarter for complaints assessed as falling within the scope of the Harmful Digital Communications Act. August was the first time Netsafe received more than 600 complaints under the Act in a single month.

Netsafe is NZ’s best Contact Centre in the Not-for-Profit Sector
In September, Netsafe was recognised for providing outstanding customer service at the annual New Zealand Contact Centre Awards 2023. These nationwide awards are the biggest show in town for NZ’s Contact Centre industry and cover all industries. Established in 1997, a team of specially selected industry judges contact businesses throughout New Zealand anonymously, surveying the quality of service delivered by their contact centres over the telephone, email and internet.

Netsafe was delighted to be awarded the best Contact Centre in the Not-for-Profit sector. This award validates Netsafe’s commitment to putting customers at the heart of all that we do, and recognizes the Netsafe’s team’s dedication and commitment to providing exceptional service to people impacted by online harm.

Cyberbullying in New Zealand – $1b cost in 2023
Also in September, Netsafe released ground-breaking NZ research into the economic impact of cyberbullying on individuals, employers and broader institutional systems. We estimate the societal cost is $1,071m a year, up from $444m Netsafe reported in 2018. Most of it remains in the social rather than the private realm. Meaning the costs and benefits are best borne in a collective approach.

Beyond the emotional and psychological toll experienced by people at the receiving end of harm, the economic impacts are significant. From lost productivity at work and increased healthcare costs to legal expenses and withdrawal from participating online. Through this research, we shine a light on the hidden costs of online harm. Awareness is the first step towards change, and with this knowledge, we can begin to make changes to create safer spaces for everyone.

Scams research
Netsafe partnered with the Global Anti-Scam Alliance (GASA) to analyse the impact of scams in NZ. The report revealed that nearly two-thirds of Kiwis (62%) encounter a scam once a month, and over half (55%) experienced more scams in the last 12 months than previously.

• Scams are appearing in multiple ways through text messages, social media, and instant messaging apps. The most frequent communication channel used was email (62%) where a scammer would pose as a trustworthy source the victim would know.
• Gmail and Facebook are the most used platforms by scammers, with Outlook, Instagram and WhatsApp taking 3rd to 5th place.
• People are being unwittingly approached through common platforms they use every day, which makes it harder to identify a scam because it looks like a normal email, text message or social media post.
• Most New Zealanders can easily spot a scam when it appears as a ridiculous message filled with bad punctuation and spelling, asking for money. But scammers have become much more sophisticated.

The report confirmed Netsafe’s data which shows the most common scams in New Zealand were identify theft, followed by shopping and investment scams. Netsafe’s experience is that these scams are not victim-less and can cause significant emotional impact for the victim.

Netsafe is calling on the new National-led government to follow Australia’s lead to establish an anti-scam centre, focussed on victim remediation, education and prevention.

Ngā mihi,

Brent Carey
CEO, Netsafe