Free household guide

Know what is covered and what to do next.

Most people have already taken some sensible steps. The difficulty is knowing whether the important areas are covered, what still needs attention and what to do if access to an account or device suddenly disappears.

What tangible awareness looks like

You know which accounts and devices matter most, what protects them, where the gaps are and what your first actions would be if something went wrong.

A person at a kitchen table organising their household accounts, devices, backups and recovery plan — A more organised setup makes it easier to see what is protected, what needs attention and what to do first.

Structure makes a difference

Organised protection compared with an ad hoc approach.

No household can remove every risk. You can take reasonable steps to reduce the chance and impact of scams, fraud, password theft and device loss.

Area	Structured approach	Ad hoc approach
Important accounts	Main email, banking, Apple, Google or Microsoft accounts are identified and recovery details are checked.	Accounts are dealt with one at a time, usually after access is lost or a warning appears.
Passwords	Important accounts have unique passwords, with a password manager and stronger sign in protection where available.	Passwords are reused or only changed after a problem.
Devices	Updates, screen locks and lost device tools are set up. Older devices are reviewed and removed.	The household assumes updates and security settings are already taken care of.
Backups	Important files and photos are included in a backup, and at least one restore has been checked.	It is assumed that cloud storage automatically covers everything.
Scams	Unexpected requests are checked through a trusted contact route before money, codes or information are shared.	A decision is made under pressure using the details in the message or call.
Recovery	First steps, official recovery pages and key contact details are known before they are needed.	Help is searched for during the incident, when it is harder to judge what is genuine.
Review	Accounts, devices and recovery details are reviewed at sensible intervals.	The setup is only revisited after a warning, loss or compromise.

The value of a guided session

Turn general advice into a working plan.

A one to one session looks at how your own accounts, devices and recovery options fit together. It helps you make informed decisions without handing over passwords or giving up control of your devices.

The tangible outcome

You leave knowing what is already covered, what needs work and what to do first if something happens.

View the guided session

See the whole setupIdentify the accounts, devices and recovery details that other services depend on.

Set practical prioritiesFocus on the changes that will make the greatest difference to your household.

Understand your responsibilityKnow the reasonable steps available to protect yourself from scams, fraud and account theft.

Prepare for common incidentsAgree clear first actions for a lost phone, compromised account, malware or suspicious payment.

Keep a written action summarySee what was covered, what remains and which official support routes to use.

If something happens

Helpful responses and common mistakes.

These are general first steps. If money, identity information or access to an important account is at risk, contact the relevant provider promptly through its official app, website or phone number.

1. Malware on a computer or phone

Helpful response

Disconnect the affected device from WiFi and other networks.
Stop using it for banking, shopping, email or password changes.
Use trusted security tools and official recovery guidance. Get qualified technical help if you are unsure.
From a device you trust, change passwords for important accounts that may have been exposed and review recent activity.
Contact your bank immediately if money or financial information may be affected.

Unhelpful response

Keep using the device for sensitive accounts.
Install a cleaner promoted by a pop up or unexpected advert.
Assume that closing a warning has removed the problem.
Reconnect backups before checking that the device is ready to use again.

2. Locked out of email

Helpful response

Go directly to the provider's official account recovery page.
Secure the recovery phone number and backup email linked to the account.
Once access is restored, change the password, sign out other sessions and review forwarding rules, filters and recovery details.
Warn contacts if messages may have been sent from the account.
Check important financial and shopping accounts connected to that email address.

Unhelpful response

Share passwords, recovery codes or authentication codes with someone offering help.
Pay an unofficial service that promises to unlock the account.
Create a new email address and ignore the compromised account.
Reuse the previous password after access is restored.

3. Phone stolen

Helpful response

Use Apple's Find My or Google's lost device service from a trusted device to mark the phone as lost and secure it.
Contact the mobile provider to suspend the SIM or eSIM and protect the phone number.
Contact the bank if banking apps, cards or payment details may be at risk.
Change the main email, Apple or Google account and other important passwords if access could be exposed.
Report the theft to police. Consider a remote erase if recovery is unlikely and important information is backed up.

Unhelpful response

Open a text or email claiming that the phone has been found.
Remove the phone from the Apple or Google account before checking whether this stops tracking or locking.
Give a caller the screen lock PIN or an authentication code.
Meet an unknown person alone to recover the device.
Delay contacting the mobile provider or bank.

The exact options vary by provider and device. Use official recovery pages and support channels, and keep records of reports and reference numbers.

Current official guidance

Where to get help.

Use official Australian guidance for the latest recovery and reporting steps. For immediate danger, call 000. For financial loss, contact your bank first.

Recover from malware Recover an email account Secure a mobile phone Report and recover