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.