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Telecommunications Industry Ombudsman
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Telecommunications Industry Ombudsman
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Spam

Spam is unwanted calls, texts and emails. Spam is usually ads, offers or promotions from people or businesses you don’t know. If you tell your provider about the problem and they don’t fix it, we may be able to help.

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TIPS

How you can work with your provider on a spam issue

  1. Tell your provider you are receiving unwanted calls, texts or emails

  2. Ask your provider how to block spam messages on your account and devices

  3. If you feel unsafe because of threatening or harassing calls, texts or emails, ask your provider for help

OUR EXPECTATIONS

What we expect your provider to do

If you’ve reported receiving spam to your provider, they should:

  • Block spam

    Immediately stop the scam calls, emails or messages.

  • Refer you to the Do Not Call Register

    Tell you how to join the Do Not Call Register to reduce unwanted calls and texts.

    Learn more about Refer you to the Do Not Call Register

  • Trace and report the source

    Find the source of unwanted messages and share spam information with the public.

  • Report the source of threats to the police

    Immediately report the source of life-threatening communications to the police.

Help and resources

Help and resources are available through these community and government bodies.

ScamWatch

Government service to help you recognise, avoid and report scams.

Visit scamwatch.gov.au

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 processGet started

OUR CONSIDERATIONS

We look at what went wrong, what your provider told you and if they did enough to fix it.

  • What your provider told you

  • How your provider helped you stop spam, including referring you to the Do Not Call Register

  • If your provider shared information about the spam with other providers and the Australian Communications and Media Authority

  • • If your provider traced and blocked threatening calls, texts or emails and reported their source to the police

POSSIBLE OUTCOMES

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

  • Change or cancel services

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

  • Consider offering you compensation

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

How we've helped others