The transcripts of the official inquiry into the culture, practices and ethics of the press. More…

Same for us. When a customer contacts us, we ask customers to have a password on their account which they need to get correct before we have a discussion with them. If they don't have the password or have forgotten it, we will go through a number of security questions to try and validate who they are, and we will vary those questions. So they will change to try and give us that confidence.

The challenge, as I'm sure you appreciate, is we have about 35 million calls every year into customer services, 23 million customers. The opportunities that social engineering occurs is very, very rarely and it's very difficult to defend somebody who may have already stolen an individual's personal identity and is using that to trick that confidence at that stage.

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