NSRC 997 Hotline: How It Works

What is the NSRC?

The National Scam Response Centre (NSRC) is Malaysia’s rapid-response unit for scam reports. ^[f1] It began operating in October 2022 as a joint effort by Bank Negara Malaysia (BNM) and the Royal Malaysia Police (PDRM).

Its main job is to act fast when someone reports a scam. That means freezing the accounts that received the stolen money before it can be moved on.

Since it started, the NSRC has recovered more than RM100 million in scam money. ^[f5]

How to call 997

The 997 hotline runs 24 hours a day, including weekends and public holidays. ^[f2] When you call, an NSRC officer takes you through the report.

Have this ready before you call:

• the date and time of the scam transfer
• the amount you sent
• the receiving account or phone number, if you have it
• your bank’s name and your account number
• a short account of what happened

The clearer your information, the faster the NSRC can act. ^[f4] Calling within 24 hours of the scam gives you the best chance of recovering funds, because the money is more likely to still be in the receiving account.

What happens after you call

Once the officer verifies your report, the NSRC works directly with the banks and e-wallet providers involved. ^[f3] Suspected accounts can be frozen quickly after a verified report.

The freeze applies to the accounts that received your money. If the money has already moved on, the NSRC follows the trail and freezes those accounts too.

After the freeze, your case goes to the police for a formal investigation. You will be asked to make a police report at your nearest station. The investigation, and any later recovery, depends on that report.

Why the first 24 hours matter

Speed matters in recovering scam losses. ^[f4] The longer you wait to report, the more likely the money has been withdrawn or moved somewhere harder to trace.

If you see a fraudulent transaction on your account, call 997 straight away. Do not wait to gather all your documents. Call first with the details you have.

If you cannot get through to 997, go straight to the nearest police station. The police can also act on a report under their own powers.

What if your account was frozen because of an NSRC report?

The NSRC moves fast, and sometimes innocent account holders get caught. If someone reported a scam and the money passed through your account, it may have been frozen even though you had nothing to do with the crime.

This can happen in mule account investigations. A victim calls 997, the NSRC follows the money, and accounts along the way can be frozen. If yours is one of them, learn how account freezes work and take the right steps.

You can ask a lawyer for help. A lawyer can contact the investigating officer, show evidence that you were not involved and work to get your account unfrozen.

If you have just found your account frozen, our first steps guide explains what to do now.

Making the police report

The investigation cannot go ahead without a police report. When you go to the station, bring:

• your identity card (MyKad) or passport
• bank statements showing the fraudulent transfer
• screenshots of messages with the scammer, such as WhatsApp chats, emails and links
• the reference number from your 997 call, if you have one

The report creates an official record of the crime, and an investigating officer is assigned to your case. Keep a copy for yourself.

What to expect after the report

After the report, the police handle the investigation, often through JSJK (the Commercial Crime Investigation Department). The investigating officer may contact you for more information or a statement.

How long it takes varies from case to case. A case with many accounts or transfers abroad can take longer.

Meanwhile, your first priority is to secure your own accounts, change any passwords that may be exposed, and keep a record of every contact with the police and your bank.

When money cannot be recovered

Not every scam loss can be recovered. If the money was withdrawn before the freeze, or moved to accounts outside Malaysia, getting it back becomes much harder.

Even then, the report still matters. The investigation can lead to charges against the scammers and the people running mule accounts, and that may lead to compensation through the courts.

A lawyer can tell you whether you could also bring a civil claim alongside the criminal case, and whether it is worth doing in your situation.

Sources

1. Bank Negara Malaysia, National Scam Response Centre (NSRC) Operations
2. Bank Negara Malaysia, Annual Report on NSRC Fund Recovery
3. Criminal Procedure Code (Amendment) 2024, Section 116D
4. PDRM, Commercial Crime Investigation Department (JSJK) Structure
5. Bank Negara Malaysia, Financial Consumer Alert on Scam Reporting