You may have seen reports in the media about consumers having their mobile phone numbers ported to other mobile providers by fraudsters.

We take customer privacy seriously and we are continually reviewing our processes to ensure we are doing all we can to protect customers from this type of malicious activity.

When a customer contacts us to ask for their number to be ported to our network, we require a number of key pieces of account and personal information in order to submit the port request to their current network provider in compliance with industry standards. When a customer wishes to port to another provider, that new provider likewise needs to obtain the same information to send through the request.

Steps you can take to protect your personal information

The rapid uptake of new technologies and increased connectivity provides society many advantages, but also opens new avenues for crime and fraud.

For this reason we strongly recommend customers protect their personal information by:

  1. Contacting us right away if they receive information about their account that doesn’t seem right so we can investigate.
  2. Using strong privacy settings on social media sites to limit the information they share.
  3. Using a spam filter to help block unsolicited and unwanted email.
  4. Ensuring they have a strong password online and separate passwords for every account.
  5. If they’re not sure that the person on the other end of the phone is legitimate, then they should hang up and call the organisation by using their official contact details.
  6. Refraining from sharing personal, credit card or banking details over the phone, unless they have made the call and the phone number came from a trusted source.
  7. Making sure their computer is protected with regularly updated anti-virus software.
  8. Being wary of unsolicited requests for sensitive information
  9. Never responding to requests for personal information in an unexpected email or pop-up window.
  10. If in doubt, always contact the company that claims to be the sender of the email or pop-up window, using their official contact details.

Further information on staying safe online can be found here: https://www.afp.gov.au/what-we-do/crime-types/fraud/identity-crime