Identity theft continues to grow in prevalence and complexity. Despite this growth, little is known about the identity theft response system and how it assists victims to recover. This study examines the response system by analysing 211 identity theft cases reported to IDCARE, a national identity and cybercrime victim support service.
The study applies a sociotechnical systems methodology to establish the social, task and information processes of the Australian identity theft response system. The study also examines identity theft victims’ response activities and needs over a 12-month period.
The identity theft response system is almost entirely dependent on the victim to respond to and limit the harm caused by identity theft. Overall, the response system is disjointed and lacking in coordination.