We’ve recently become aware of a hoax notification email notifying customers their PDF and/or online bill is now available. It may also request additional information about your account be sent through.

What should you look out for?

  • If there is no name on the letter (as in it is not addressed to you personally it just says Dear…then is blank) then it is a fake. Do not open.
  • Check the account number written in the email matches with an account number on a previous Telstra bill. Your account number should always remain the same. If the number looks different then it is a fake. Do not open.
  • If it asks you for any specific account details or personal information it is a fake. Telstra never asks for these details via email. Do not open or disclose any personal or account details.

If you are unsure about an email you receive, go to Telstra.com and log in to My Account and check what you have been emailed against information within My Account – make sure the information matches. Do not use the links provided in the email.

An example of the latest hoax email

Additional information:

There are thousands of hoax emails that circulate around Australia every year and put customers at risk of fraud when they inadvertently respond and provide their personal details.

We urge customers to be very suspicious of emails sent by people unknown to them, containing misspelt words or directing them to a link.

These hoax emails are often malicious and designed to obtain private information such as credit card details and passwords, or potentially expose your computer to a damaging virus. The best advice is to ignore and delete these messages.

Telstra and BigPond will never send an email requesting passwords, account verification, credit card details or other personal details by asking you to ’click on a link. You should only provide this type of information in response to an expected request or one you have initiated.

We have also established a Misuse of Service page where customers can report hoax emails that appear to be from Telstra or BigPond.

If you suspect you have received a hoax email:

  • Do not reply to it
  • Do not open any attachment or click on any embedded links
  • Delete the email

The other steps you can take to protect yourself include:

  • Beware of unsolicited requests for sensitive information – don’t follow suspicious links from senders or sites you don’t know or trust
  • If in doubt, visit trusted websites by typing the internet address (URL) into the browser address bar rather than clicking on a link embedded in an email. Save frequently used links in your favourites or bookmarks
  • Never respond to requests for personal information in an unexpected email or pop-up window. If in doubt, always contact the institution that claims to be the sender of the email or pop-up window
  • Use a spam filter to help block unsolicited and unwanted email

People can also visit Telstra’s Internet and Cyber-Safety page for other tips to stay safe online – no matter what age, online interests or skill level.

For more information on this latest hoax, please visit our CrowdSupport forum.