Privacy
Your provider should protect your personal information and check the identity of anyone who says they are you. When they don’t, we may be able to help.
What we can help with
Select your situation for specific advice and steps.
- Learn more about Data breach
Data breach
Cyber criminals hacked your provider and stole your personal information.
- Learn more about Fraudulent SIM swaps
Fraudulent SIM swaps
Someone used your personal information to swap your SIM card.
- Learn more about Provider won’t remove fraudulent charges
Provider won’t remove fraudulent charges
Someone bought goods or services on your account without you knowing, and your provider won’t remove the charges.
- Learn more about Silent number
Silent number
You want to keep your landline phone number private
- Learn more about Someone used your personal information
Someone used your personal information
Someone used your personal information to get into your account without you knowing or agreeing.
Ready to make a complaint?
10-20 minutes
What we can't do
Compensate you without proof
We can only ask your provider to pay you if our investigation shows fraud or a privacy breach happened.
Guarantee an outcome
We work with you and your provider to get a fair result. We can’t promise what a specific outcome will be.
Tips for working with your provider
Try saying/asking:
- I want to report suspicious activity on my account.
- Please tell me what information was disclosed in the data breach.
- What are you doing to stop this happening again?”
- How do I get my number back?
Not making progress? Get us involved
10-20 minutes
How we've helped others
Read more about Aiko’s provider moved her services to her ex-partner without asking- Privacy
Aiko’s provider moved her services to her ex-partner without asking
Aiko’s provider transferred her mobile and internet to her former husband without checking with her. We found a privacy breach and helped Aiko get compensation.
Read more about Simon suspected interference with his mobile account, but Dialling denied it- Privacy
Simon suspected interference with his mobile account, but Dialling denied it
Simon thought someone had accessed his mobile account without permission after calls were blocked and unknown contact details appeared.
Read more about We worked with Sparrow Net to improve its account security process- Privacy
- Domestic and family violence
We worked with Sparrow Net to improve its account security process
Existing account security process was not always suitable for consumers who were experiencing family violence
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Read more about Aiko’s provider moved her services to her ex-partner without asking
- Privacy
Aiko’s provider moved her services to her ex-partner without asking
Aiko’s provider transferred her mobile and internet to her former husband without checking with her. We found a privacy breach and helped Aiko get compensation.
-
Read more about Simon suspected interference with his mobile account, but Dialling denied it
- Privacy
Simon suspected interference with his mobile account, but Dialling denied it
Simon thought someone had accessed his mobile account without permission after calls were blocked and unknown contact details appeared.
-
Read more about We worked with Sparrow Net to improve its account security process
- Privacy
- Domestic and family violence
We worked with Sparrow Net to improve its account security process
Existing account security process was not always suitable for consumers who were experiencing family violence