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Telecommunications Industry Ombudsman
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Telecommunications Industry Ombudsman
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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. Your provider should investigate the charges and, if they find fraud, remove them.

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TIPS

How you can work with your provider to remove fraudulent charges

  1. Report the fraudulent charges to your provider as soon as you can

  2. Ask your provider when and how the charges were made on your account

  3. Send your provider a statutory declaration saying you didn’t order or buy the goods or services

  4. If someone ordered or bought anything, ask your provider to cancel the order and charges

EXPECTATIONS

What we expect your provider to do

If you report fraudulent charges, your provider should:

  • Investigate quickly and properly

    Your provider should listen to what you say happened, tell you how it will investigate and how long it will take.

  • Tell you how it identified the unknown person

    This helps us see if your privacy was breached.

  • Share its investigation

    Your provider should explain how it investigated the issue and share what it found with you.

  • Remove the charges and compensate you

    If we find a provider breached your privacy, they should remove fraudulent charges and consider compensating you for the impact.

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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 someone accessed your account

  • How your provider responded to the issue

  • What information supports your provider’s findings

  • What impact the issue had on you

POSSIBLE OUTCOMES

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

  • Show information supporting its investigation

    We need to see information supporting what you and the provider say

  • Remove the fraudulent charges

    If we find fraud, waive all fraudulent charges from your account.

  • Apologise and compensate you

    Where we find fraud, apologise for not protecting your account and in some cases compensate you for the impact.

How we've helped others