Unauthorised access of telco accounts | The Telecommunications Industry Ombudsman
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Unauthorised access of telco accounts

Providers have a responsibility to protect your telco account and personal information from unauthorised access and use.

Types of complaints about unauthorised or fraudulent account access

We deal with complaints about providers:

  • allowing unauthorised access to your telco account or personal information without taking proper care
  • allowing unauthorised purchases or swapping SIM cards without taking proper care

What you should expect from your provider: the law and industry practice

Providers should take reasonable steps to protect personal information

Providers should take reasonable steps to protect customer personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. If you believe your telco account and personal information has been accessed by a third party without your authorisation, you should contact your provider as soon as possible.

Providers should take proper care in processing purchases

Providers should take proper care to ensure that they are dealing with the account holder or their authorised representative. If you become aware of any orders or purchases that you did not authorise, you should contact your provider immediately. Your provider should act quickly to cancel the order or purchase.

Getting help

If you realise that your personal information has been stolen, or that you have been the victim of a scam or fraud, you should contact:

  • Your local police
  • IDCARE
  • Your provider

For information about unauthorised SIM swaps, see our SIM swaps guidance note for further advice.

 

How we've helped other customers

Complaint
Consumer damaged a cable on their property and was being billed for the repair and the replacement of the cable.
Outcome
Bill for the repair was paid, bill for the replacement was waived.
Complaint
LineUp phone company pressured a consumer to transfer her services and continued with the process despite the consumer not agreeing.
Outcome
The transfer was cancelled and the sales process and practices or LineUp was changed as a result of our systemic investigations.
This page was last updated on
23rd Nov 2021