Scam, spam and fraud

In effect from 1 July 2025

The TIO expects providers to respond to complaints about scams, spam and fraud fairly.

The financial loss and debt people can find themselves in following a scam or fraud can cause extreme stress and financial hardship. People are also frustrated when they don’t know how to stop unwanted calls, emails and texts, including spam.

Good industry practice encourages providers to have processes that help protect people’s accounts. Providers should also give people advice on how to protect themselves and stop unwanted communications.  

The TIO’s Good Industry Practice Guide on Scams, Spam and Fraud covers:

• Definitions of scams, spam and fraud
• Unwelcome communications
• Fraud.