{"id":5344,"date":"2026-10-05T13:59:31","date_gmt":"2026-10-05T11:59:31","guid":{"rendered":"https:\/\/www.tlscontact.com\/?p=5344"},"modified":"2026-10-05T14:00:01","modified_gmt":"2026-10-05T12:00:01","slug":"fighting-fraud-in-the-appointment-ecosystem-bots-appointment-resellers-and-intermediaries","status":"publish","type":"post","link":"https:\/\/www.tlscontact.com\/en\/insights\/security-design\/fighting-fraud-in-the-appointment-ecosystem-bots-appointment-resellers-and-intermediaries\/","title":{"rendered":"Fighting fraud in the appointment ecosystem &#8211; bots, appointment resellers and intermediaries"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Digital appointment systems have become a critical channel for governments and public sector organisations, facilitating access to essential administrative services for users and helping government administrations to streamline their operations. However, these systems have unfortunately become attractive targets for fraudsters seeking to gain unfair access to appointment slots. The challenge is no longer limited to individual users attempting to bypass booking rules. Today, organisations face increasingly sophisticated threats from automated bots, appointment resellers, coordinated intermediary networks, and other actors seeking to monopolise appointment availability for financial gain. These activities can negatively impact service accessibility, create operational inefficiencies, reduce trust in digital services, and generate significant frustration for legitimate service users.\u00a0<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>At TLScontact, protecting the integrity and fairness of our appointment booking systems is a strategic priority, involving multiple teams across cyber security, technology, and operational functions. Through continuous threat monitoring, security by design, and new solutions like automatic appointment allocation, we are working daily to safeguard our systems and ensure fair access for legitimate service users.<\/strong>\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Understanding the threat landscape<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The first key component of our approach is the continuous use of <strong>threat intelligence<\/strong> and <strong>open source intelligence<\/strong> (OSINT) capabilities to better understand the evolving fraud landscape. Our Cyber Security team uses advanced intelligence tools to monitor emerging trends, attack techniques, criminal ecosystems, online discussion groups and social media channels. This work gives us valuable insights into threat actor methodologies that are being used to target appointment platforms, such as malicious scripts, or automated bot activity.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We combine this external intelligence with <strong>internal data<\/strong> generated by our own systems on user behaviour patterns, booking attempts, traffic patterns and other indicators, to identify suspicious or potentially fraudulent activity, and then put in place the appropriate defensive measures to protect our systems.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Over the last couple of years, we have also successfully identified and taken down 14 malicious websites that were impersonating TLScontact and attempting to scam applicants, working with our cyber security partners and the relevant authorities. Additional website takedown procedures are in progress and a number of other websites are under investigation.\u00a0\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Building security into our platforms<\/strong>\u00a0<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">While Cyber Security and Threat Intelligence teams play a critical role in identifying and analysing threats, effective fraud prevention depends heavily on security being designed directly into our technology platforms. This is where our <strong>Development<\/strong> and <strong>Site Reliability Engineering (SRE) teams<\/strong> play a key role. Working closely with Cyber Security, these teams continuously design, develop, and enhance the security capabilities embedded within our applications, infrastructure, and appointment management systems.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This collaborative approach includes implementing measures such as:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Advanced bot detection and mitigation mechanisms;\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Behavioural analysis and anomaly detection to identify suspicious activity;\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Abuse prevention and anti-automation controls designed to protect appointment availability;\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Continuous monitoring, protection, and improvement of critical platform components and APIs.\u00a0<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">By embedding security and fraud prevention capabilities throughout our platform architecture, we can respond more effectively to evolving threats while maintaining a seamless experience for legitimate users.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Protecting fairness through automation<\/strong>\u00a0<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">More recently, we have introduced new <strong>automated appointment allocation<\/strong> mechanisms to further strengthen the resilience of our appointment ecosystem.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In locations where demand is particularly high, appointments are allocated automatically for specific visa types, subject to availability, once applicants have created an account on our website. This mechanism has proved particularly effective in reducing fraudulent web activity and maximising appointment availability for legitimate applicants.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For example, we recently introduced automatic appointment allocation for short-stay visa applications to France from our main centres in the UK. During the month that followed implementation of the new system, we noted:&nbsp;&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A <strong>60% drop<\/strong> in requests to our dedicated websites;\u00a0\u00a0\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>An <strong>88% drop<\/strong> in requests to the appointment tables;\u00a0\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A <strong>90% reduction<\/strong> in the number of online application submission (previously generated in large volumes by intermediaries to monitor appointment availability).\u00a0\u00a0<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Automatic allocation directly removes the main advantage of appointment brokers and fraudulent users: the ability to continuously monitor appointment tables and immediately capture newly released appointments. With no online appointment table and no publication of appointment slots, fraudulent intermediaries are effectively cut out of the process and much of the suspicious website activity becomes unnecessary and ineffective, as the above figures demonstrate. Available appointments are distributed more fairly among applicants and there is no longer an opportunity for fraudulent actors to turn appointment scarcity into a paid third-party business that penalises applicants and undermines faith in the visa application process.&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Fighting fraud: a continuous effort<\/strong>\u00a0<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Appointment fraud is constantly evolving. Threat actors continuously adapt their tactics, techniques, and procedures in response to defensive measures and system improvements. For this reason, protecting appointment services requires close and continuous collaboration between Threat Intelligence, Cyber Security, Technology and Operations teams on the ground, as well as strong partnerships with our government clients and relevant public authorities. Through continuous intelligence gathering, monitoring, platform innovation, and operational coordination, we remain focused on protecting the fairness, integrity, and availability of appointment services for our government clients and their service users.\u00a0<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>Article written by\u00a0<br><em>Filip Stojanovic, Head of Cyber Security\u00a0<\/em><\/strong><\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Digital appointment systems have become a critical channel for governments and public sector organisations, facilitating access to essential administrative services for users and helping government administrations to streamline their operations. However, these systems have unfortunately become attractive targets for fraudsters seeking to gain unfair access to appointment slots. The challenge is no longer limited to [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":5347,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[180],"tags":[],"class_list":["post-5344","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-security-design"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Fighting fraud in the appointment ecosystem - TLScontact<\/title>\n<meta name=\"description\" content=\"At TLScontact, protecting the integrity and fairness of our appointment booking systems is a strategic priority, involving multiple teams across cyber security, technology, and operational functions.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.tlscontact.com\/en\/insights\/security-design\/fighting-fraud-in-the-appointment-ecosystem-bots-appointment-resellers-and-intermediaries\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Fighting fraud in the appointment ecosystem - TLScontact\" \/>\n<meta property=\"og:description\" content=\"At TLScontact, protecting the integrity and fairness of our appointment booking systems is a strategic priority, involving multiple teams across cyber security, technology, and operational functions.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.tlscontact.com\/en\/insights\/security-design\/fighting-fraud-in-the-appointment-ecosystem-bots-appointment-resellers-and-intermediaries\/\" \/>\n<meta property=\"og:site_name\" content=\"TLScontact\" \/>\n<meta property=\"article:published_time\" content=\"2026-10-05T11:59:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-10-05T12:00:01+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.tlscontact.com\/wp-content\/uploads\/2026\/10\/iStock-13165741306-RESIZED.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"900\" \/>\n\t<meta property=\"og:image:height\" content=\"506\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Hanine Touil\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Hanine Touil\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.tlscontact.com\\\/en\\\/insights\\\/security-design\\\/fighting-fraud-in-the-appointment-ecosystem-bots-appointment-resellers-and-intermediaries\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.tlscontact.com\\\/en\\\/insights\\\/security-design\\\/fighting-fraud-in-the-appointment-ecosystem-bots-appointment-resellers-and-intermediaries\\\/\"},\"author\":{\"name\":\"Hanine Touil\",\"@id\":\"https:\\\/\\\/www.tlscontact.com\\\/en\\\/#\\\/schema\\\/person\\\/2a3258974c476fda71d9409624d9a5fa\"},\"headline\":\"Fighting fraud in the appointment ecosystem &#8211; 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