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Telecommunications Industry Ombudsman
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Fraud

Fraud is any transaction you did not authorise. You might get locked out of your account or notice orders you didn’t make. If you have a dispute with your provider about fraud, we may be able to help.

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TIPS

How you can work with your provider on a fraud issue

  1. Report the fraud to your provider

  2. Ask your provider to explain their fraud process and how you can now access and protect your account

  3. Ask your provider to tell you what personal information was accessed

  4. Ask your provider to stop payments and equipment or service orders

  5. Tell your provider if the fraud caused financial problems and ask them for help

If you have lost money

If you have lost money, report it to the Australian Cyber Security Centre.

Visit cyber.gov.au

Expectations

What we expect your provider to do

If you’ve reported fraud, your provider should:

  • Act fast

    Take your complaint seriously and stop all fraudulent payments and services.

  • Keep you informed

    Tell you what fraudulent activity happened on your account.

  • Tell you how they'll investigate

    Tell you how they will investigate the fraud issue and when they will give you updates.

  • Prevent further loss

    Prevent further loss by helping you create new strong passwords, including by using multi-factor authentication.

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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 if they did enough to fix it.

  • If your provider acted quickly to stop fraudulent payments or the supply of goods and services

  • If your provider took preventative steps before someone accessed your account, such as carrying out multi-factor authentication

  • If your provider explained how someone accessed your account and what steps they took to stop further fraud

  • If your provider referred you to IDCARE, Australian Cyber Security Centre and Scamwatch

  • If your provider offered you help for any financial difficulties

POSSIBLE OUTCOMES

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

  • Fix your records

    Correct your account details and tell credit reporting bodies to remove fraudulent debts or defaults.

  • Waive debts

    Waive any fraudulent debts in your name.

  • Change or cancel services

    Offer you a new phone number or email address or release you from your contract without penalty cost.

  • Consider offering you compensation

    Depending on the circumstances of your complaint, offer you compensation for non-financial loss.

How we've helped others