Responding to personal information events can be complex and costly.
~ For Australian businesses, 57% of reported identity fraud costs are consumed in responding to the fraud (Counting the costs of crime in Australia: A 2011 estimate, Australian Institute of Criminology)
~ In 2014, merchants reported an average loss from fraud of 0.68% of annual revenue. When responding to fraud events, merchants report paying between $2.62 and $3.34 per dollar initially lost. (Post-Recession Revenue Growth Hampered by Fraud As All Merchants Face Higher Costs, 2014 LexisNexis True Cost of Fraud Study)
This is why it is smart to prepare and prevent. Collecting the knowledge to effectively do this is a big effort, so it can make sense to look for help. iDcare is a non-profit organisation, and with annual membership starting at $220 (incl. GST), it is perfectly positioned to be the most cost effective option you will find.
Partnering with iDcare is a great way for your organisation, whether private or government, small or large, to add value to its customer experiences. We work with our partners to build their response capabilities, stream-line customer engagement, and provide critical insights. This helps reduce your risk and saves you money.
Different types and sizes of organisations have different needs. iDcare understands this and is able to accommodate the needs of your organisation. To learn how to partner with iDcare now, go to Membership Pathways or keep reading to find out more.
Since Support Is Free….
Of all the benefits iDcare offers, the most popular is the call centre. iDcare is built around a phone support centre specialised in supporting victims of scams, fraud and identification theft as well as people that simply have concerns around these topics.
A question we often hear is: “Why would I pay to be an iDcare member when support is free?”
It’s a good question. Our answer is: “Membership has less to do with the support, and more to do with being a part of that support.”
When your organisation connects with iDcare’s support in the ways described on this page, it becomes a part of that support, and iDcare becomes an extension of that organisation’s customer service. When an iDcare member refers a call to us, it saves them time and money and reduces the risk to everyone involved.
What Makes Phone Support Special?
iDcare is an objective third party so we do not take the side of victims or organisations. Our case managers have the scope and experience to explore all potential aspects of an event. We do not have time limitations with callers and will talk with them as long as it takes to understand their situation thoroughly enough to fully support them. This allows us to locate risks the victim may not have been aware of and, therefore, support them in ways they may not have known they needed. While doing this, we gain knowledge about the victim and the organisations they interact with.
We earn your customer’s trust. We can be on the phone with your customer for over an hour; they tell us things they won’t tell you. They tell us about experiences with your customer service staff that your customer service staff won’t tell you. Many times iDcare knows more about what your customers experience than you do (this is a bold statement, and we’d like the opportunity to prove it to you).
This support is delivered in a way that is mindful of the victim experience. Many callers are in some degree of emotional crisis when we speak with them, which is why our call centre staff have counselling, social work, or psychology training. This type of staffing is unique and allows iDcare to uncover valuable information for organisations that we do not believe you can find anywhere else.
Some organisations have better reponses than others and iDcare tends to know who is who. As previously mentioned, we collect victim feedback about their experiences with organisations. In addition to this, iDcare performs test calls to organisations. Typically this consists of three different calls per quarter. Among the criteria we test for is consistency of information provided by customer service and current organisation responses. iDcare then measures our test results against victim reports.
Victims of ID theft often need to interact with several organisations during their response to an event. Because iDcare collects information about many organisations, we offer a very robust and thorough level of support for the customers of even the smallest organisation.
The outcome of this collected information allows us to manage victim expectations. This is a very important concept. If expectations are high, and then not met, the impact on the victim, and their resulting view of the organisation, is more negative than it would otherwise be. Not to mention, their view of iDcare is impacted if we do not provide accurate information. When expectations are managed in an appropriate fashion, the expectations match the experience and the impact is either neutral or positive.
For example, when an organisation has a poor response and difficult or inconsistent customer service, we may prepare the caller by telling them “It might be challenging to find someone that will be able to help you at [this organisation], just be prepared for that and persist.” Or, “We have been hearing that [this organisation] is telling victims to do one thing, but that is incorrect. You may need to ask for a different person to talk to, or call back.”
When an organisation has a well prepared response to ID theft issues, we are able to confidently tell victims “[This organisation] has a good response and will take care of you.”
Offering accurate and honest knowledge to victims reduces their harm and prepares them to effectively reduce their future risks. They move through their experience more easily and are happier with the organisations they interact with.
iDcare helps members improve their customer service and public relations via detailed organisation or industry specific quarterly reports. We help you shape your response to ID theft events and concerns, again reducing risk and potential harm to you and your customers.
Membership Is About Knowledge
Reducing the potential harm to victims of ID theft could help the decision makers in your organisation feel good. But feeling good doesn’t pay the bills. iDcare membership has to make financial sense, and our members believe that it does.
Partnering with iDcare allows you to leverage iDcare’s accumulative knowledge which assists you in reducing harm to your organisation and its customers. This means improved call centre efficiency and effectiveness, happier customers, preserved public image, and conserving your marketing costs.
The normal flow of knowledge toward law enforcement and criminals leaves individuals and organisations more vulnerable. iDcare affects this flow of knowledge and helps you reduce your risks.
Membership is about leveraging iDcare’s specialised call centre, as an extension of your own customer service, and then making use of iDcare’s collected knowledge to further benefit your organisation.
Membership Is About Your Customers And You
It is easy to refer your customer’s ID security concerns to iDcare. iDcare’s clients receive the same high quality support regardless of your organisation’s membership status. When you become a part of iDcare’s support, iDcare takes care of your customers, on your behalf, in ways that you are not be able to on your own. Your customers benefit and they will know you are a part of that. Collaboration makes iDcare a very cost effective extension of your own customer service.
How many hours per year do you spend on identity related issues?
How many hours could you spend on more productive things if iDcare were by your side? For many small business owners saving 4 to 8 hours in a year makes up for the membership fee. Every minute beyond that is a bonus.
Do you know how your business should be handling your customers’ personal details? Or, do you ever wonder if you’re doing it right?
iDcare can offer “Best Practice” recommendations for your particular business situation.
Do you know what to do if your customers’ details are digitally or physically stolen?
iDcare can create a response for the particular event and situation to best support your customers and communicate this response to them.
Do you know what to do if a customer comes to you with suspicions of ID theft?
Whether there was fraudulent use or not, if a customer is worried, it is important to do what is possible for them. While there are many variables to this problem, as an iDcare member you can tell your side of the story to us, and we will work to support your customer on your behalf. We act as your call centre to help your business’s customers, staff and owners.
While large member organisations have benefited greatly from call centre support, iDcare also offers special projects. Special projects can often be included in the standard annual membership fee. More extensive, or specialised projects, may have additional costs associated with them.
~ Research projects ~ Customer contact reports ~ Investigative support ~ Collaboration on industry standards ~ Rapid notification of new threats (scams, etc.)
Connecting With iDcare
iDcare is the only case management service dedicated to victims of identity theft in Australia and New Zealand. What is occasionally not acknowledged is that, when it comes to ID theft and misuse, organisations are also victims. Working with iDcare to reduce your risk and support your customers is smart – particularly at a time when loyalty and confidence is on the line.
We offer to:
~ Empower individuals and organisations with knowledge on responding to ID theft. ~ Provide mitigating strategies for future protection. ~ Provide a free and anonymous community service. ~ Provide practical steps, forms, and templates to take actionable steps. ~ Manage customer expectations and confidence in organisations.
These exclusive member reports capture key metrics on customer experiences and attitudes as well as views on your organisation’s response to identity theft issues.
~ Provide comparative benchmarks on industry and government standards. ~ Provide specific customer feedback. ~ Directly inform the design of more efficient future prevention and responses. ~ Provide confidential results only identifiable to your organisation. ~ Provide critical insights into customer behaviour.
Alert & Bulletin Service
Members receive alerts and bulletins which tap into threats and response practices across industries.
Our Alert & Bulletin service:
~ Ensures your organisation keeps abreast of the latest developments. ~ Tailored for restricted release when the information may exploit current vulnerabilities. ~ Can be tailored for broad public release if needed. ~ Provides useful guidance on response innovations from within Australia, New Zealand and abroad.
Code of Practice
Our Code of Practice is best practice for how personal information is handled within an organisation. A member organisation has access to this Code of Practice and may choose to act upon these recommendations and seek iDcare accreditation.
Our Code of Practice:
~ Assess organisation’s ID theft and misuse prevention and response capabilities. ~ Examine compliance with key legislative, regulatory and industry standards relating to prevention, detection and response, after personal information is compromised. ~ Compliance with our code ensures that member organisations make a discernible difference to the overall fight against identity theft and misuse.
There are two pathways to obtain membership with iDcare. Organisations with under $50 million in annual revenue can join via the Online Platform. Organisations with over $50 million join by contacting iDcare directly. This allows iDcare to best meet your different needs.
Signing up for membership with iDcare is easy. In a short time, you can be leveraging the service delivery that best supports your organisation.
|Annual Revenue||Annual Fee w/GST (AUD)||Sign Up|
|Less than $1 million||$220||Online|
|$1 - $5 million||$550||Online|
|$5 - $10 million||$770||Online|
|$10 - $50 million||$1,650||Online|
|$50 - $100 million||$7,700||Online|
|$100 - $200 million||$13,200||Contact Us|
|>$200 million||$16,500||Contact Us|