Privacy and safety

We can help with your complaints about problems with a silent line. We also deal with complaints about how a provider has managed your personal information, such as your contact details or credit information.

We deal with complaints about providers not following the correct process to respond when their service was used to contact you with a bomb threat, a threat of serious injury or kidnapping, a threat to public safety or an extortion demand, and unwelcome calls. We also deal with complaints about providers granting third parties’ access to telecommunications accounts without authority. We cannot deal with complaints about fraudsters or scammers and their behaviour.

We deal with complaints about providers not taking proper care of your telco account and personal information. This may include by allowing others to access or make changes to your telco account without your authority, such as allowing SIM swaps or adding new purchases.