Tech Support Scams: Protecting Consumers and Preserving Trust May ...
Tech Support Scams: Protecting Consumers and Preserving Trust May 11, 2016 “Madam, I am calling from (well-known Company X) to warn you that we have detected a serious virus on your PC. Fortunately, we can help save your data. . .” Ten minutes and $100 later, the consumer is confident that she has narrowly missed massive data crash. Ten days later, the consumer does an online search on the telephone number used to call her and discovers that the call did not come from the trusted company but a call center in Kolkata. Who loses? The consumer, Company X and the reputation of Indian call centers. Today’s meeting will address this problem and identify initiatives to support law enforcement and technological and educational solutions. 8:30 – 9:00
Registration/Coffee
9:00 – 9:10
Welcome, Introduction and Goals for the Day Betsy Broder, Counsel for International Consumer Protection, FTC Courtney Gregoire, Senior Counsel, Digital Crimes Unit, Microsoft
Background 9:10 – 9:45
Scope of the Problem How big is the problem, what do the scams look like, how do the callers get their leads, how pervasive are the scams? Bikram Bandy, Do Not Call Program Coordinator, FTC Industry Participant (TBC)
9:45 - 10:15
Criminal and Civil Actions What industry measures have been successful and how have they supported law enforcement efforts in US, India and elsewhere? Colleen Robbins, Online Threats Coordinator, FTC Tim Flowers, Attorney, US DOJ, CCIPS
10:15 – 10:45
Coordination with Indian Law Enforcement and Industry The FTC has convened two meetings in India with industry and law enforcement. They produced next-steps plans, but much work remains to be done. What are next steps for working with Indian authorities and industry? Meenu Chandra, Director, IP Policy & IP Attorney, Microsoft Betsy Broder, FTC Data Security Council of India, TBC
Developing a Plan 10:45 – 11:45
Industry Roundtable: How is your company responding to the increasing threat of fraud – prevention, detection, data, enforcement, education? Facilitator: Courtney Gregoire, Microsoft
11:45 – 12:30
Law Enforcement Roundtable: What does law enforcement need from industry to address these frauds? Facilitators: Robert Gladwin, SA, FBI, Knoxville, TN Tim Flowers US DOJ
12:30 – 1:30
Working Lunch Consumer Education Initiatives: What works? Nicole Fleming, Consumer Education Specialist, FTC Kristin Keckeisen, Campaign Director, AARP Susan Grant, Director of Consumer Protection and Privacy, Consumer Federation of America
1:30 – 5:00
The Dialogue Continues: Industry remains at Microsoft; Law Enforcement meets at DOJ
Industry-Only Discussion (Microsoft, 901 K Street NW): We are hoping to use the afternoon to discuss several topics related to tech support fraud/call center scams in depth and scope opportunities for deeper collaboration. 1:30 – 2:15 Data & Analytics: What are the relevant sources of data for this problem? How do these point us to legitimate targets? Where are the challenges? 2:15 – 3:00 Investigative & Enforcement Approaches: What are the relative merits/challenges of pursing civil litigation versus criminal referrals? Given the global scope of this problem, what are best approaches for collaboration across borders? 3:00 – 3:15
Break
3:15 – 4:00
Technology Solutions: - Fraudulent advertisements/websites - Phone attribution - Remote Access Tools
4:00 – 4:30
Education & Consumer Awareness
4:30 – 5:00
Opportunities for Further Collaboration: - Do we form an investigative working group? Continued sharing?
5:00
Reception
Registration/Coffee
9:00 – 9:10
Welcome, Introduction and Goals for the Day Betsy Broder, Counsel for International Consumer Protection, FTC Courtney Gregoire, Senior Counsel, Digital Crimes Unit, Microsoft
Background 9:10 – 9:45
Scope of the Problem How big is the problem, what do the scams look like, how do the callers get their leads, how pervasive are the scams? Bikram Bandy, Do Not Call Program Coordinator, FTC Industry Participant (TBC)
9:45 - 10:15
Criminal and Civil Actions What industry measures have been successful and how have they supported law enforcement efforts in US, India and elsewhere? Colleen Robbins, Online Threats Coordinator, FTC Tim Flowers, Attorney, US DOJ, CCIPS
10:15 – 10:45
Coordination with Indian Law Enforcement and Industry The FTC has convened two meetings in India with industry and law enforcement. They produced next-steps plans, but much work remains to be done. What are next steps for working with Indian authorities and industry? Meenu Chandra, Director, IP Policy & IP Attorney, Microsoft Betsy Broder, FTC Data Security Council of India, TBC
Developing a Plan 10:45 – 11:45
Industry Roundtable: How is your company responding to the increasing threat of fraud – prevention, detection, data, enforcement, education? Facilitator: Courtney Gregoire, Microsoft
11:45 – 12:30
Law Enforcement Roundtable: What does law enforcement need from industry to address these frauds? Facilitators: Robert Gladwin, SA, FBI, Knoxville, TN Tim Flowers US DOJ
12:30 – 1:30
Working Lunch Consumer Education Initiatives: What works? Nicole Fleming, Consumer Education Specialist, FTC Kristin Keckeisen, Campaign Director, AARP Susan Grant, Director of Consumer Protection and Privacy, Consumer Federation of America
1:30 – 5:00
The Dialogue Continues: Industry remains at Microsoft; Law Enforcement meets at DOJ
Industry-Only Discussion (Microsoft, 901 K Street NW): We are hoping to use the afternoon to discuss several topics related to tech support fraud/call center scams in depth and scope opportunities for deeper collaboration. 1:30 – 2:15 Data & Analytics: What are the relevant sources of data for this problem? How do these point us to legitimate targets? Where are the challenges? 2:15 – 3:00 Investigative & Enforcement Approaches: What are the relative merits/challenges of pursing civil litigation versus criminal referrals? Given the global scope of this problem, what are best approaches for collaboration across borders? 3:00 – 3:15
Break
3:15 – 4:00
Technology Solutions: - Fraudulent advertisements/websites - Phone attribution - Remote Access Tools
4:00 – 4:30
Education & Consumer Awareness
4:30 – 5:00
Opportunities for Further Collaboration: - Do we form an investigative working group? Continued sharing?
5:00
Reception
