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Silent number

You do not want your landline phone number and address to show in the public number directories. This is called a silent number. Or you do not want your landline or mobile number to show on the receiver’s end. This is called calling number display blocking. Your provider should tell you if it offers this service, what the cost is, and offer you help.

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TIPS

How you can work with your provider to set up a silent number

  1. Tell your provider that you do not want your landline phone number to be listed in the directories and to not show on the receiver's end.

  2. Ask your provider if there is a cost for this feature

  3. Ask your provider how soon it will come into effect

  4. If your landline phone number has been listed when it should be silent, let your provider know as soon as possible

  5. Let your provider know if the impact this has had on you

EXPECTATIONS

What we expect your provider to do

If you request a silent number, your provider should:

  • Tell you the cost and timeframe

    Your provider should tell you if there is a cost for a silent number and how soon it will be activated.

  • Act promptly

    If your landline phone number has been published when you have a silent number, your provider should remove it from directories and address any disclosure of your personal information promptly.

  • Block calling number display

    If you have a silent number, your provider should block your landline number showing to recipients. If not, it may offer display blocking and should explain if available and how to use it.

  • Advise you if a silent number isn't possible

    If your provider cannot provide a silent number, or later stops offering a silent number or display blocking, your provider should tell you promptly and let you cancel without fees.

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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.

  • When you told them you wanted your landline phone number to have a silent number

  • How your provider responded to the issue

  • What impact the issue had on you

POSSIBLE OUTCOMES

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

  • Provide a new unlisted number

    Provide you with a new landline phone number and make sure it is a silent number

  • Remove listings

    Remove the landline phone number from any online directories and any future printed directories

  • Refund charges

    Refund any charges for a silent number for the time the landline phone number was published

  • Apologise and compensate you

    Where a landline phone number was published in error, apologise for not protecting your information and consider compensating you for the impact

How we've helped others