Di Marzio Research IDENTITY THEFT CONCERNS AND EXPERIENCES. Survey Data Report on: prepared for. Marketing and Strategic Research Consultancy

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1 Di Marzio Research Marketing and Strategic Research Consultancy Survey Data Report on: IDENTITY THEFT CONCERNS AND EXPERIENCES prepared for June Job no. 12/05/1431 Di Marzio Research 5 Jolen Court, Donvale, VIC 3111 Ph: (03) Mob: W:

2 2 Contents Page Number ABOUT THIS STUDY 3 METHODOLOGY 4 TABULAR RESULTS 5 1. Level of Concern about Identity Theft 6 2. Incident of Identity Theft of Misuse 7 3. Type of Identity Theft of Misuse Experienced 8 4. Ways in Which Identity Information is Inappropriately Used Sources of Assistance Provided to Recover Stolen Identity Information Expectations of Identity Theft Risk in the Next Year Main Reasons Why People Expect an Increase/Decrease in Identity Information Stolen in the Next Year 15 SAMPLE DETAILS 17 APPENDIX 22

3 About This Study This document contains the results of questions included for the Attorney Generals Department in our Online Omnibus Survey No. 15, details of which are shown below: Method: Online survey. Respondents: A sample of people aged 18+ who use the internet Sample Size: 1,200 across the mainland states Source: Online research panel MyOpinions Australia Internet Penetration in Australia: 89.8 (as at December ). Source: Internet World Stats. Metro / Rural Split: 68 : 32 (815 metro / 385 non-metro). Male / Female Split: 50 : 50. Weighting: To Census population statistics by age/gender/area. Field Dates: 26 June 30 June,. 3

4 Methodology The top table (opposite) outlines the sample sizes sought in each state. Ten demographic and classification questions are asked as part of the survey (as shown in the bottom table). The questions on identity theft asked for the Attorney Generals Department this omnibus survey are shown at the top of each table in the tabular results section which follows. Total Metro Rural New South Wales Victoria Queensland South Australia West Australia TOTAL 1, The results pertaining to the questions asked have been provided in tabular format (without interpretative commentary provided) for the total sample with crosstabulations included by gender, age and location. Details about our sample are also provided. This report updates the benchmark survey which took place in May asking the same questions (plus the results of an extra question included this year - Q7). Gender Age Work Status Occupation Demographic Variables Education Household size Household income Home ownership Marital status / Lifecycle stage Country of Birth NESB / ATSI background State 4

5 Tabular Results

6 1: Level of Concern about Identity Theft Identity theft is defined as follows: Identity theft or misuse can be taken to describe instances where a person uses a false identity to facilitate a crime, typically to gain money, goods, services, or to avoid obligations, through the use of a false identity. Q1: Firstly, is the issue of identity theft and misuse something that causes you? Source: Model Criminal Law Officers Committee and Australasian Policing Total Sample Gender () Age () Male (601) Female (601) (94) (282) (273) (229) 55+ (322) A lot of concern Some concern Little or no real concern Don t know Total Sample State () Location () NSW (350) VIC (301) QLD (200) SA (175) WA (176) Metro (797) Reg/Rural (405) A lot of concern Some concern Little or no real concern Don t know NOTE: Blue and red figures indicate differences between segments that are respectively higher and lower to a statistically significant degree at the 95 confidence level. 6

7 2: Incidence of Identity Theft or Misuse Q2: In the last six months or so, have you or someone you know had their identity information stolen or misused? Total Sample Gender () Age () Male (601) Female (601) Yes, this happened to me Yes, it happened to someone I know No, not happened to me or anyone I know Don t know Total happened to me or someone I know (94) (282) (273) (229) 55+ (322) Total Sample State () Location () NSW (350) VIC (301) QLD (200) SA (175) WA (176) Metro (797) Reg/Rural (405) Yes, this happened to me Yes, it happened to someone I know No, not happened to me or anyone I know Don t know Total happened to me or someone I know NOTES: 1. Blue and red figures indicate differences between segments that are respectively higher and lower to a statistically significant degree at the 95 confidence level. 2. Total Happened to me or someone I know = Yes this happened to me + Yes, it happened to someone I know. 7

8 3.1: Type of Identity Theft or Misuse Experienced (by respondent or someone they know) - Gender & Age Analysis 8 Q3: (If Yes in Q.2) And as far as you know, in which ways listed did that identity theft or misuse occur? Total Sample Gender () Age () (208) (275) Male (166) Female (109) Loss of credit card or debit card Via internet through virus or bad software Via internet through a scam like an about an inheritance or lottery win or on a social networking or dating site (18*) (77) (72) (49) Mail theft Loss of document like Passport, Medicare Card, Drivers License or Birth Certificate Telephone Some other way (specify) Don t know NOTES: 1. Blue and red figures indicate differences between segments that are respectively higher and lower to a statistically significant degree at the 95 confidence level. 2. Q3 only asked of those saying Yes this has happened to me or someone I know in Q2 3. *CAUTION: Small sample size 4. The response option some other way was not offered last year so no comparison available 5. The verbatim responses for those who specified some other way are shown in Appendix (59)

9 3.2: Type of Identity Theft or Misuse Experienced (by respondent or someone they know) - Location Analysis 9 Q3: (If Yes in Q.2) And as far as you know, in which ways listed did that identity theft or misuse occur? Total Sample State () Location () (208) (275) Loss of credit card or debit card Via t internet through a virus or bad software Via internet through a scam like an about an inheritance or lottery wine or on a social networking or dating site NSW (101) VIC (58) QLD (57) SA (30*) WA (29*) Metro (183) Reg/Rural (92) Mail theft Loss of document like a Passport, Medicare Card, Drivers License or Birth Certificate Telephone Some other way (specify)** Don t know NOTES: 1. Blue and red figures indicate differences between segments or relative to the total sample that are respectively higher and lower to a statistically significant degree at the 95 confidence level. 2. Q3 only asked of those saying Yes this has happened to me or someone I know in Q2. 3. *CAUTION: Small sample size 4. **The response option some other way was not offered last year so no comparison is available but the verbatim responses obtained here are shown in Appendix 2.

10 4.1: Ways in Which Identity Information Was Inappropriately Used Gender & Age Analysis 10 Q4: And as far as you know, in which of the ways listed was the identity information used after it was stolen? Total Sample Gender () Age () (208) (275) Male (166) Female (109) To purchase goods or services To obtain finance, credit or a loan (18*) (77) (72) (49) 55+ (59) To embarrass or misrepresent the person to whom the identity information belonged (either on the internet or offline) To lodge a false tax return To claim a payment or benefit (eg: Centrelink) To avoid paying a bill or fine Some other way Don t know NOTES: 1. Any blue and red figures indicate differences between segments that are respectively higher and lower to a statistically significant degree at the 95 confidence level. 2. Q4 only asked of those saying Yes this has happened to me or someone I know in Q2. 3. *CAUTION: Small sample size

11 4.2: Ways in Which Identify Information Inappropriately Used Location Analysis 11 Q4: And as far as you know, in which of the ways listed was the identity information used after it was stolen? Total Sample State () Location () (208) (275) To purchase goods or services To obtain finance, credit or a loan NSW (101) VIC (58) QLD (57) SA (30*) WA (29*) Metro (183) Reg/Rural (92) To embarrass or misrepresent the person to whom the identity information belonged (either on the internet or offline) To lodge a false tax return To claim a payment or benefit (eg: Centrelink) To avoid paying a bill or fine Some other way Don t know NOTES: 1. Any blue and red figures indicate differences between segments that are respectively higher and lower to a statistically significant degree at the 95 confidence level. 2. Q4 only asked of those saying Yes this has happened to me or someone I know in Q2. 3. *CAUTION: Small sample size

12 5.1: Sources of Assistance Provided to Recover Stolen Identity Information Gender & Age Analysis Q5: From which, if any, of the sources listed was any assistance received to recover the stolen identity information? Total Sample Gender () Age () (208) (275) Male (166) Female (109) (18*) (77) (72) (49) 55+ (59) Private sector (eg: credit provider, bank, financial institution, telephone service provider, internet service provider Police Government Community Service In some other way None, no assistance received Don t know NOTES: 1. Any blue and red figures indicate differences between segments that are respectively higher and lower to a statistically significant degree at the 95 confidence level. 2. Q5 only asked of those saying Yes this has happened to me or someone I know in Q2. 3. *CAUTION: Small sample size 12

13 5.2: Sources of Assistance Provided to Recover Stolen Identity Information Location Analysis 13 Q5: From which, if any, of the sources listed was any assistance received to recover the stolen identity information? Private sector (eg: credit provider, bank, financial institution, telephone service provider, internet service provider Total Sample State () Location () (208) (275) NSW (101) NOTES: 1. Blue and red figures indicate differences between segments or relative to the total sample that are respectively higher and lower to a statistically significant degree at the 95 confidence level. 2. Q4 only asked of those saying Yes this has happened to me or someone I know in Q2. 3. *CAUTION: Small sample size VIC (58) QLD (57) SA (30*) WA (29*) Metro (183) Reg/Rural (92) Police Government Community Service In some other way None, no assistance received Don t know

14 6: Expectations of Identity Theft Risk in the Next Year Q6: Over the next year, do you believe that the risk of having your identity information stolen or misused will increase, decrease or not change? Total Sample Gender () Age () Male (601) Female (601) (94) (282) (273) (229) 55+ (322) Increase Decrease Not change Don t know Total Sample State () Location () NSW (350) VIC (301) QLD (200) SA (175) WA (176) Metro (797) Reg/Rural (405) Increase Decrease Not change Don t know NOTES: 1. Blue and red figures indicate differences between segments that are respectively higher and lower to a statistically significant degree at the 95 confidence level. 14

15 7.1: Main Reasons Why People Expect an Increase in Identity Information Stolen in the Next Year 15 Q7 Why do you believe that the risk of having your identity information stolen or misused in the next year will increase? Main reasons why the risk of having identity information stolen will INCREASE in next year INCREASE (746) Criminals becoming smarter / more devious / developing new ways to scam 20 Technology becoming too advanced / easy to access 19 Higher internet / technology usage 16 Economic climate / people becoming desperate for money / make ends meet / unemployment 10 Will increase / has been publicised more 9 E-Commerce / Online business / EFT / Shopping becoming more popular 9 Criminal numbers rising / 3 rd world people have access to us now 9 Easier to access personal details / more details available 7 Social media (e.g. Facebook, mobile phone apps etc.) 6 Not enough security for/by consumers / consumers becoming complacent 6 Not enough done to stop / punish / deter people 4 Information collected / stored by companies / is held offshore 3 Introduction of Paypass / don t have to sign for purchases anymore 2 NOTES: 1. New question asked in therefore no comparison available. 2. Question only asked of those saying Increase or Decrease in Q6. 3. Multiple responses allowed but minor ones below 2 not shown

16 7.2: Main Reasons Why People Expect a Decrease in Identity Information Stolen in the Next Year 16 Q7 Why do you believe that the risk of having your identity information stolen or misused in the next year will increase? Main reasons why the risk of having identity information stolen will DECREASE in next year DECREASE (17*) Tighter security / Government is watchful 37 Technology advancing / stopping / detecting 9 Raised awareness 5 Criminals being caught and punished 5 Companies taking more steps to protect consumers / customers 4 NOTES: 1. *CAUTION: Small sample size. 2. New question asked in therefore no comparison available. 3. Question only asked of those saying Increase or Decrease in Q6. 4. Multiple responses allowed but minor ones below 2 not shown

17 Sample Details

18 Gender, Age, State & Location Gender Male Female Location Metropolitan Regional Rural 8 8 Age State New South Wales Victoria Queensland South Australia 8 8 Western Australia NOTES: 1. Any refusals not shown. 18

19 Marital Status, Work Status, Education & Occupation Marital Status Single, never married Couple, no children Couple, children at home Single parent, children at home 4 3 Couple, children left home Widowed/divorced/separated 11 9 Education Secondary incomplete Secondary completed Trade qualification Vocational certificate 10 9 Tertiary qualification Work Status Self Employed 6 7 Work full-time Work part-time Retired on pension Self funded retiree 2 4 Home duties 8 7 Student 9 10 Not employed Occupation (if working) (679) (729) Upper/middle white collar Lower white collar Skilled blue collar 8 12 Unskilled/semi-skilled blue collar Full time student 0 0 NOTES: 1. Any refusals not shown = Less than 1

20 Household Income, Household Size & Home Ownership 20 Household Income Under $30,000 p.a $30,000 to $50,000 p.a $50,000 to $75,000 p.a Over $75,000 p.a Don t know 5 6 Prefer not to say Home Ownership Home owner Currently buying Currently renting Living with parents Other 3 3 Prefer not to say 2 2 Household Size One Two

21 NESB / ATSI Background & Country of Birth 21 NESB / ATSI Background Yes, non English speaking (NESB) Yes, Aboriginal/Torres Strait Islander (ATSI) 1 1 No, neither Prefer not to say 1 3 NOTES: 1. 0 = Less than 1. Where Born Australia United Kingdom 9 9 USA or Canada 1 1 New Zealand 2 2 Asia 8 8 Europe 4 4 Africa 0 1 The Middle East 1 0 Elsewhere 2 2 Prefer not to say 1 1

22 Appendix Questionnaire Verbatim responses by those saying Other in Q3

23 Questionnaire AGD Identity Security Online Omnibus Questions Final (25/5/12) The next set of questions is about identity theft and misuse. Identity theft is defined as follows: Identity theft or misuse can be taken to describe instances where a person uses a false identity to facilitate a crime, typically to gain money, goods, services, or to avoid obligations, through the use of a false identity. Source: Model Criminal Law Officers Committee and Australasian Policing Q1 Firstly, is the issue of identity theft and A lot of concern... 1 misuse something that causes you? Some concern... 2 Little or no real concern... 3 Don't know... D Q2 In the last six months or so, have Q3 Yes, this happened to me... 1 you or someone you know had their Q3 Yes, it happened to someone I know... 2 identity information stolen or Q6 No, not happened to me or anyone I know.. 3 misused? Q6 Don't know... D IF 'YES' IN Q2. ASK Q3-Q5. OTHERS GO TO Q6 Q3 And as far as you know, in which of the ways listed did that identity theft or misuse occur? (MULTIPLE RESPONSES ALLOWED) Via the internet through a virus or bad software... 1 Via the internet through a scam like an about an inheritance or lottery win or on a social networking or dating site... 2 Mail theft... 3 Loss of a credit card or debit card... 4 Telephone... 5 Loss of a document such as a Passport, Medicare Card, Drivers License or Birth Certificate... 6 Some other way (please specify)... 7 Don t Know... D Q4 And as far as you know, in which of the ways listed was the identity information used after it was stolen? (MULTIPLE RESPONSES ALLOWED) To obtain finance, credit or a loan... 1 To purchase goods or services... 2 To lodge a false tax return... 3 To claim a payment or benefit (e.g. Centrelink)... 4 To avoid paying a bill or fine... 5 To embarrass or misrepresent the person to whom the identity information belonged (either on the internet or offline)... 6 Some other way (please specify)... 7 Don t Know... D Q5 From which, if any, of the sources listed was any assistance received to recover the stolen identity information? (MULTIPLE RESPONSES ALLOWED) None, no assistance received... 1 Government... 2 Police... 3 Community Service... 4 Private sector: e.g. credit provider, bank, financial institution, telephone service provider, internet service provider... 5 In some other way (please specify)... 6 Don t Know... D ASK ALL Q6. Over the next year, do you believe that the Q7 Increase... 1 risk of having your identity information Q7 Decrease... 2 stolen or misused will increase, decrease Next Not change... 3 or not change? section Don't know... D IF CODES 1 OR 2 IN Q6 ASK Q7, OTHERWISE GO TO SECTION B Q7. Why do you believe that the risk of having your identity information stolen or misused in the next year will (response in Q6 to appear here i.e. increase/decrease) Double click on questionnaire to zoom in 23

24 Verbatim Responses by those saying Other in Q3 Q3: (If Yes in Q.2) And as far as you know, in which ways listed did that identity theft or misuse occur? Verbatim response "Using my credit card overseas but I still have my cards." Card skimming." Tried to access and withdraw monies from their bank account." "Used address to send s." Bank card skimmed." Unlawful use of credit card through internet." Money out of bank." Uncle of friend used her account for his loan payment." "ATM skimming." Credit card details stolen online." Someone went through the rubbish bin." "From a tap and go credit card" "Intenet - they somehow got my credit card details & used it to purchase goods in another country." "Used credit card to buy air tickets." "Misuse of Credit Card." Credit card scanned." NOTE: 18 said other in Q3 and the above shows their verbatim response 24

25 Verbatim Responses by those saying Other in Q3 Q3: (If Yes in Q.2) And as far as you know, in which ways listed did that identity theft or misuse occur? Verbatim response Credit card account." ATM." "Unauthorised credit card debits through online gaming site." Credit card details stolen when a company had its database hacked." account has been hacked and scam was sent to me and demanding money." ATM skim." Tenants of a rental house stole the owners ID." "Found someone in a house damaged by fire I used to live and still had boxes stored with my birth certificate in their pocket when police were called with my birth certificate." Credit card number obtained." "Some attempted use of credit card but the bank believes it was through a number generator not detail theft." Use of credit card details." Personal items stolen from a neighbours home." "Through there account." Purse stolen with cards etc inside." NOTE: 18 said other in Q3 and the above shows their verbatim response 25

26 Verbatim Responses by those saying Other in Q3 Q3: (If Yes in Q.2) And as far as you know, in which ways listed did that identity theft or misuse occur? Verbatim response Someone hacked my Facebook account and pretended they were me." "Credit Card scanned at ATM overseas." Facebook." House break in." "ATM." Wallet stolen from work locker." Card skimming." Loss of credit rating." Via internet, s." E-bay identity." "Use of a credit card at a shop and signing a credit slip." Credit card details stolen from internet." "Sons XBox account was hacked, and they got my debit card details and cleaned out my account." Using my credit card numbers." Fraudulent use of a credit card." "Fairfield Woolworths in Neeta City Shopping Mall stole $900 from me via an EFTPOS transaction." NOTE: 18 said other in Q3 and the above shows their verbatim response 26