Webinar – Be scam smart

Transcript

Slide 1 – Be scam smart – Protect yourself from scams and fraud

[Melanie]: Hello, and welcome.

Have you ever received a suspicious communication such as:

• a text asking you to click a link to cash your tax refund?
• an e-mail suggesting that your social insurance number may have been stolen and asking you to click on a link to verify your identity?
• a phone call claiming to be from the Government of Canada asking you to pay your debt with gift cards?

You are not alone. Scams are becoming more common!

My name is Melanie. I have long brown hair and am wearing a teal shirt.

I’m with the Canada Revenue Agency, or the CRA for short. Today, we’ll discuss how to recognize the signs of a scam and how to protect yourself from scammers.

Slide 2 - Land acknowledgement

[Melanie]: Before we get started, I would like to respectfully acknowledge the territory in which we gather, as the ancestral unceded homelands of the Beothuk and the island of Newfoundland as the ancestral unceded homelands of the Mi’kmaq and Beothuk.

Given that we are meeting virtually, I also want to acknowledge the lands where are joining from today and invite you to take a moment of silence to think about the territory where you find yourself.

[Visual]: An eagle, narwhal and fiddle icon

Slide 3 – Poll 1

[Melanie]: Let’s start with a quick poll.

How many victims of fraud did the Canadian Anti-Fraud Centre record in 2023?

1. 11,988
2. 31,988
3. 41,988
4. 91,988

Slide 4 – Poll 1 Answer

[Melanie]: The answer is C. 41,988 people reported being victims of fraud in 2023.

Every year, thousands of Canadians lose millions of dollars to fraudsters. Last year, the Canadian Anti-Fraud Centre reported $569 million was lost to fraud, but the true amount is likely higher because not all fraud is reported. The impact on families and businesses can be severe.

Slide 5 – Overview

[Melanie]: Did you know 83% of Canadians have experienced some form of scam or phishing in the past month? Today’s webinar will help you recognize different types of CRA-related scams.

You will learn how to confirm the CRA is contacting you and different examples of scams and fraud.

We’ll share ways to avoid scams and what to do if you suspect you, are a victim.

Finally, we will show you where to get more information and tools on how to be scam smart.

Slide 6 – Can you spot a scam?

[Melanie]: Learning how to spot a scam will help protect yourself from potential risks.

Many scams imitate government services to gain access to your personal and financial information.

It may be a scam if someone:

• demands immediate or an in-person payment;
• uses threatening language;
• sends you a link and asks you to click it;
• asks for personal or financial information; or
• requests payment by Interac e-transfer, cryptocurrency, prepaid credit cards, or gift cards.

Scammers want you to act quickly without thinking.

Take a minute to think about the text, email, letter, or phone call you receive and question why you are being asked to provide information.

Slide 7 – Questions to ask yourself

[Melanie]: Not sure if the CRA is contacting you? Here are some questions to ask yourself.

• Why is the caller pressuring me to act now, using aggressive language, or threatening to arrest me?
• Is the caller asking for information that I don’t usually include on my tax return, like a credit card number?
• Why is the caller asking for information to apply for benefits for me?
• Why did the caller not give me proof that they work for the CRA, like their name and ID number?
• Why am I being asked to pay with an unusual form of payment?
• And am I being promised things that seem too good to be true?

[Visual]: An individual holding a cellphone, looking at the camera with a puzzled expression.

Slide 8 – Reasons the CRA may call you

[Melanie]: There are times when the CRA may need to call you. Here are some examples:

• If you owe tax or money to a government program, a collections officer may call you to discuss your file and ask you to make a payment. In this case, you may need to provide some information about your household financial situation.
• If you did not file your income tax and benefit return, a CRA officer may call you to ask for the missing returns.
• If you sent a request, documents or a benefit application to the CRA, a CRA officer may call you for more information.

When the CRA calls, they may ask questions to verify your identity and confirm they are speaking with the right person. Let’s look at how you can verify if the CRA is calling.

[Visual]: An individual refuses to answer to a call on their cellphone from unknown number.

Slide 9 – Confirm the caller is from the CRA

[Melanie]: If you are suspicious about a call you receive, first, ask the caller to identify themselves. Make a note of their:

• name
• phone number
• office location

Next, end the call.

Then, contact the CRA yourself to verify the information that was provided. You can call the individual enquiries line at 1-800-959-8281. Residents of territories with an (867) area code can call the northern dedicated line at 1-866-426-1527. For businesses, call the business enquiries line at 1-800-959-5525. Businesses with an (867) area code can call the northern dedicated business line at 1-866-841-1876.

Slide 10 – CRA phone number verification

[Melanie]: The CRA can contact you from many phone numbers.

To help you check if a phone number is from the CRA, use the Verify a CRA phone number tool at canada.ca/taxes-fraud-prevention. The tool allows you to verify if a phone number is one of the numbers the CRA has listed on its “Contact the CRA” webpage.

In this example, you can see that by typing the number 1-800-959-1956, you can verify that it’s a valid CRA phone number. This phoneline is the automated service to check the status of your tax return or refund.

If the number you enter gives you the “may not be valid” message, this means it is not one of the CRA’s publicized phone numbers. Contact the CRA at the phone number provided to check if the number belongs to a CRA employee that is trying to reach you.

[Visual 1]: Screenshot of verifying the telephone number 1-800-959-1956 on the canada.ca website. This number shows a green checkmark and states "This is a valid CRA phone number."

[Visual 2]: Screenshot of verifying the telephone number 1-001-001-0001 on the canada.ca website. This number shows an orange warning symbol and states "This number may not be valid - call CRA to check it."

Slide 11 – Reasons you may receive a letter from the CRA

[Melanie]: There are reasons why the CRA may send you a letter.

For example, you may receive a notice of assessment or reassessment, a legal warning letter about an outstanding debt, or a notification that your income tax and benefit return is being reviewed.

Be aware that scammers may send letters that look like they’re from the CRA, often asking for personal and financial information.

The letter is fraudulent if it includes:

• a request for a meeting in person for payment;
• a demand to pay taxes by Interac e-transfer, Bitcoin, prepaid credit card, or gift card; and/or
• a threat of arrest or a prison sentence.

When in doubt, always confirm if the letter is official by calling the CRA or signing into My Account to verify if a letter was issued.

Slide 12 – Did the CRA really text or email you?

[Melanie]: The CRA will not ask you to send personal or financial information by email. Often, email and text message scams will:

• ask you to fill out a form;
• demand immediate payment by gift card, pre-paid credit card, cryptocurrency (commonly known as Bitcoin) or e-transfer; or
• contain a link to click for a refund.

The CRA uses email to notify you when a new message or a document is available in one of the CRA’s secure online portals, including My Account, My Business Account, and Represent a Client. These emails will only inform you that online mail is waiting and it will not include any account information or links to CRA webpages. For example, if you are waiting for a notice of assessment, you will receive an email asking you to sign into My Account once it is available.

However, during a telephone call, if you request a link to a CRA web page, form, or publication, we may email it to you. The CRA will not use instant messaging, such as Facebook Messenger or WhatsApp, to communicate with you.

Individuals can subscribe to electronic mailing lists with the CRA. When you are signed up you receive benefit and credit payment date email reminders about a week before a payment is issued. To subscribe, go to canada.ca/benefit-credit-payment-reminders.

The CRA uses multi-factor authentication for all its sign-in services. If you enrolled with the telephone option, you would receive an automated text message with a one-time passcode each time you sign into My Account.

Go to canada.ca/my-cra-account and sign into CRA’s My Account service to view your messages.

I will now go over a few examples of these fraudulent communications that are targeting taxpayers.

Slide 13 – Example – fraudulent email message

[Melanie]: Here is an example of an email message sent by a scammer from a fake CRA email address.

The email states that the CRA owes you a refund and asks you to click the link provided. The link may lead to a fake webpage that looks like the CRA’s.

If you click the link, you could be asked to provide:

• personal information such as your social insurance number, your date of birth, or your name; and
• online banking information so you can accept the refund by e-transfer.

If you receive an e-transfer claiming to be from the CRA, it’s a scam!

The CRA does not send or request e-transfers. Payments are only sent to you by direct deposit or cheque in the mail.

Do not click a link, reply to the message, or send any personal information.

[Visual]: A fraudulent email message reads: From CRA@emergency.ca. Title of message reads: IMMEDIATE ACTION: CRA APPOINTMENT. The body of the email reads: You have been reassessed by the CRA and an appointment has been made to go over your tax form details. There is a $150 service fee. Please pay here within 48 hours to confirm your appointment. The word "here" is a hyperlink.

Slide 14 - Example – fraudulent text message

[Melanie]: Here is an example of a text message claiming to be from the CRA. The message asks you to click the link to get a deposit.

The CRA does not send you links to claim your tax refunds or benefits.

[Visual]: A text message reads: Incoming e-transfer: Canada Revenue Agency has sent your tax refund, Click to deposit.

Slide 15 – Poll 2

[Melanie]: Let’s do a quick poll.

Which link seems like a scam?

1. canada.ca/taxes
2. canada.ca/taxes

[Visual 1]: Screenshot of the hyperlink web address for answer A that reads Canada.ca/taxes Control click to follow link.

[Visual 2]: Screenshot of the hyperlink web address for answer B that reads ScamPageCannadataxes4you.com Control click to follow link.

Slide 16 – Poll 2 Answer

[Melanie]: The answer is B. This is an example of a fraudulent link in an email.

When I hover over the web address, a pop-up appears above and displays the actual website address for the link. See how the web addresses are different?

This link won’t take me to canada.ca/taxes.

Don’t click anything!

Slide 17 – Poll 3

[Melanie]: Okay, let’s try one more.

Which link seems like it could be a scam?

1. cannadataxes4you.com
2. canadapaymentsCPP.info/click12345
3. canada.ca/en/services/tax/individuals/refunds.html#check?=itwkvhwqhyzabc
4. All of the above

Slide 18 – Poll 3 Answer

[Melanie]: If you selected D, all of the above. You are right.

Suspicious website addresses:

• may contain spelling mistakes;
• have domains other than “.ca.” In this example, we see “.info/click12345”;
• frequently use long and random combinations of characters.

Slide 19 – Be scam smart!

[Melanie]: To protect yourself from scams, it’s important to know when and how the CRA might contact you.

Here’s what you can do to be scam smart:

• Take a minute and question why the CRA needs your personal information.
• When in doubt, check My Account or My Business Account to see if you have mail or an amount owing: if you don’t, then make sure to delete the fraudulent communication you received.

You can also call the CRA to verify if an employee is trying to reach you.

[Visual]: An individual sitting at a desk looking at a cellphone and touching a laptop.

Slide 20 – Avoid tax refund and payment scams

[Melanie]: Here are some ways to avoid tax refund and payment scams.

Register for My Account and sign up for email notifications at canada.ca/my-cra-account. This makes it easy to track official communications from the CRA. Email notifications from the CRA let you know when important changes are made to your account. These notifications can act as an early warning for potentially fraudulent activity.

We encourage you to regularly change your passwords, as well as your security questions and answers.

You can set up a personal identification number (PIN) to help confirm your identity during future calls with the CRA. You can do this in My Account or with the help of a CRA call centre agent.

Make sure your personal and business information is always up to date. The CRA may need to contact you if there are any suspicious activities on your account.

Good practices include:

• Never sharing your security code or passwords.
• Protecting your identity cards and social insurance number.
• Not clicking on suspicious links.

Slide 21 – What to do if you’re a victim of a scam

[Melanie]: If you suspect you or someone you know lost money to a scam or fraud, or were tricked into giving personal or financial information, report it!

Stay calm and gather information about the scam or fraud, including:

• documents
• receipts
• copies of emails and/or text messages

Report the incident to your local police as soon as possible and get a file number for future reference.

If your social insurance number was lost or stolen, call Service Canada at 1-866-274-6627, or visit a Service Canada centre near you.

Contact your financial institutions if there was a transfer of money.

All scams or fraud should be reported to the Canadian Anti-Fraud Centre at www.antifraudcentre.ca using the online reporting tool, or by calling 1-888-495-8501. This will help with law enforcement investigations. They can also provide advice and assistance on identity theft.

Lastly, report the fraud to both credit bureaus.

The credit bureaus can put a fraud alert on your account, which will alert lenders and creditors of potential fraud.

Contact:

• Equifax Canada at 1-800-465-7166 or online at www.equifax.ca, and
• TransUnion Canada at 1-800-663-9980 or online at www.transunion.ca.

Slide 22 – Contact the CRA if you

[Melanie]: Be sure to protect your My Account, My Business Account, or Represent a Client Account by regularly monitoring your online accounts for suspicious activity.

This can include unwanted changes to your banking, address, business, or personal information, benefit applications made on your behalf, not being able to access your account, or wanting to disable or enable online access. Sign up for email notifications to monitor changes to your CRA accounts.

Slide 23 – Has your CRA account been compromised?

[Melanie]: If you suspect that your account has been compromised and want to report suspected identity theft or know more about the actions the CRA takes to secure your account and inform you of a security incident, go to canada.ca/account-security.

Contact the CRA using one of the following options, so our agents can take action.

Complete the online form the CRA created to make reporting easier and faster. Once your form is processed, protections will be placed on your account. The CRA will call you back within 14 business days.

Call the automated phone system:

• In Canada call 1-800-265-2577
• Outside of Canada call 1-613-221-3176
• For Teletypewriter (TTY), call 1-800-267-7622

Or to speak to a live agent, call:

• the individual accounts line at 1-833-995-2336
• the business accounts line at 1-800-959-5525, or
• the trust accounts line at 1-800-959-8281

If the CRA has confirmed that a taxpayer's information has been compromised, the Agency will act to prevent the fraudulent use of the information that is used in the systems and processes for which the CRA is responsible.

You can ask the CRA to put enhanced security measures on your account. With enhanced security measures, our call centre agents will ask additional security questions to verify your identity.

Slide 24 – Thank you!

[Melanie]: The CRA is regularly told about scams impersonating the CRA.

The Government of Canada’s website canada.ca/be-scam-smart provides more information on scams, including links to:

• the CRA’s current scams alerts, where you can stay up to date with the latest scams and find examples of fraudulent communications;
• the Be Scam Smart playlist, where you can watch our scam videos to learn more;
• the Get Cyber Safe webpage, where you can find out how to protect yourself online; and
• other Government of Canada department pages about scams.

Visit our Upcoming Events page at canada.ca/cra-outreach-events to view past recordings and register for upcoming webinars.

If you can’t find your answer online, you can call the CRA’s phoneline for general enquiries at 1-800-959-8281.

If you are registered with Canada Video Relay Service, you can connect with a CRA agent by calling 1-800-561-6393.

Stay connected by following us on social media: we are on X, Facebook, YouTube, LinkedIn, and Instagram.

And that’s all for me! This is the end of our webinar.

Stay alert for scams as some are easy to spot and some are not.

Thank you for joining us today and enjoy your day!

[Visual]: Logo X, Facebook, YouTube, LinkedIn, Instagram