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Fraudulent SIM swaps

A fraudulent SIM swap is when someone uses your personal information to take control of your phone number. This lets them access your accounts. Your provider should act fast to get your number back from the new, or gaining, provider.

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TIPS

How you can work with your provider on a fraudulent SIM swap

  1. If you have no mobile service, tell your provide

  2. Ask them why there’s no service

  3. If your number was moved to another provider, ask them how to get it back from the gaining provider

  4. Ask your provider not to charge you for the time you cannot use the service

  5. Tell the gaining provider you want the number back

EXPECTATIONS

What we expect your provider to do

If you report a fraudulent SIM swap, providers should:

  • Investigate quickly and properly

    The gaining provider should listen, look into what you say happened, and explain the next steps.

  • Work together to get your number back

    If your number was moved to another provider, the gaining provider should tell you how to get it back, and how long that takes.

  • Help you protect yourself

    Your provider should tell you what steps to take to keep your accounts safe.

  • Stop it happening again

    Providers should check their identification processes so it won’t happen again.

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10-20 minutes

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OUR CONSIDERATIONS

We look at what went wrong, what your provider told you, and whether it did enough to fix it.

  • How the gaining provider identified the SIM activation

  • How the providers responded to the issue

  • What information supports the providers’ findings

  • What steps the gaining provider took to check your identity

  • What impact the SIM swap had on you

POSSIBLE OUTCOMES

Depending on your issue, we may ask your provider to...

  • Share its investigation

    Show us its findings, so we can see if your privacy was breached.

  • Apologise and compensate you

    If we find fault with the providers, ask them to apologise and in some cases pay you for the impact.

  • Get your number back

    Tell you how and when they will return your number.

How we've helped others