Help and resources are available through these community and government bodies.
Scams
Scammers use phone calls, texts and emails to steal your personal details or money. If you have a dispute with your provider about a scam, we may be able to help.
TIPS
How you can work with your provider on a scam issue
Keep a record of the date, time and content of scam calls or texts.
If you have lost money, report it to the Australian Cyber Security Centre on cyber.gov.au
Contact your provider as soon as possible and tell them about the scam
Ask your provider to block the scam number
Ask your provider how to stop or block unwelcome messages on your device
OUR EXPECTATIONS
What we expect your provider to do
If you’ve reported a scam, your provider should:
Stop scams
Immediately stop the scam calls, emails or messages.
Block unwanted contact
Help you block unwanted calls and texts on your device and refer you to The Australian Cyber Security Centre or Scamwatch.
Alert you to scams
Tell you about current scams and if a scam has affected your account.
Report the source of threats to the police
Immediately report the source of life-threatening communications to the police.
Help and resources
Australian Cyber Security Centre
Government service that provides advice on how to protect your devices and accounts and what to do if you’ve been hacked.
Visit cyber.gov.au/scams
ReportCyber (Australian Cybercrime Online Reporting Network)
Government service where you can report cybercrime so it can be assessed and referred to police for investigation.
Visit cyber.gov.au/report
Ready to make a complaint?
10-20 minutes
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 block specific numbers
If your provider discussed their scam process with you, including referring you to The Australian Cyber Security Centre or Scamwatch
If your provider showed you how to block and report scam calls and texts on your device
The steps your provider took to limit the impact of the scam
If your provider traced the origin of scam calls and texts, including those from overseas networks
Whether you or your provider made a report to the police
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Offer financial help
Offer you help in line with their financial hardship policies or offer a credit if appropriate
Change or cancel services
Offer you a new phone number or email address or release you from your contract without penalty or cost.
How we've helped others
- Scams, spam and fraud
- Billing or debt
Carlo was placed into further hardship after falling victim to a scam
Carlo, a full-time student with limited income, was scammed into buying three mobile phones, leaving him with a $3,200 debt. He contacted BranchTel for help as he couldn’t afford to pay off the debt,…