Help with scam, spam and fraud issues
Scams and fraud can happen to anyone. It can cause significant stress and financial pressure and leave you in debt. Receiving unwanted calls, emails and texts, including spam, can also be frustrating when you don’t know how to stop it.
The most common complaints we see about scams, spam and fraud involve:
- identity theft
- people ordering or transferring services without permission
- people accessing and misusing your information
- messages or emails pretending to be a person or company to trick people into giving out their information (phishing)
- unwanted calls, emails or texts from unknown people
- scams
- SIM card swaps.
When handling complaints involving scams, spam or fraud, we may ask you or your provider for extra information. This could include:
- what you told your provider and the advice you received from your provider
- outstanding charges and the circumstances that led to them
- the impact on you and your phone and internet
- where appropriate, the actions you took to protect yourself or limit harm
- steps the provider took to prevent or address the problem.
We also take provider obligations into account, including telco-specific rules about scams, transferring services and identity checks, as well as scam laws and the Australian Consumer Law.
More information about scam, spam and fraud issues
Read our Good industry practice guide for scam, spam and fraud
How we've helped consumers with scam, spam and fraud issues
Case study: Carlo was placed into further hardship after falling victim to a scam