A scam call or message is one designed to dishonestly obtain a benefit, or cause a loss, by deception or other means. This may include attempts to fraudulently obtain money or information from the victim.

Optus has its own guide on what you, your family, or your business need to do to stay safe online. To learn more go to Protect what matters most online. 

The ACCC Little Black Book of Scams identifies the top scams to avoid (and many others), such as:

• receiving an offer that seems too good to be true

• a phone call to help fix your computer

• a threat to pay money you do not owe

• an alert from your bank or telecommunications provider about a problem with your account

• an invitation to 'befriend' or connect online

If you're receiving scam calls, scam SMS, or suspicious or unwanted international or domestic calls from a specific number, you may be able to block the number on your phone.

Optus provides mobile user guides & device support to assist you with these settings.

For home phones, refer to your manufacturer's manual.

• Protect your personal information and don't share it with unknown or unsolicited callers

• Contact your financial institution immediately if you believe you have lost money to a scammer

• Change default PINs and passwords on newly acquired customer equipment

• Select strong PINS and passwords (e.g. Not "1234" or "0000" or "password" etc.)

• Never share PINs you are sent and never create a PIN with anyone

• Lock mobile handsets with secure PINs

• Ensure that Voicemail PINs are secure

• Disable PABX ports and features that are not used (e.g. remote call-forwarding)

• Change PINs and passwords regularly

• Don't respond to missed calls or SMS from unknown international numbers, unknown Australian numbers, or an unknown source

• Block suspicious or unknown domestic or international numbers on mobile handsets and use blocking services or products, where available, on landlines

• Allow unknown calls to go to Voicemail and then listen to any message left to ascertain if this might be a genuine call.

• Do not click on URLs or make return calls to telephone numbers contained in the SMS from unknown international numbers or unknown Australian numbers or an unknown source. 

More tips and advice are available here.

• ACCC Scamwatch

• ACSC Stay Smart Online program

• ACMA Phone Scams website

• ATO Scam Alerts

• Services Australia - Scams and Identity Theft

• ACCC Little Black Book of Scams

• Latest scams targeting Optus customers

If you have received scam calls or messages, you should report the incident to ACCC Scamwatch.

If you're receiving harassing or life-threatening calls or texts, contact the police immediately. They will liaise with us if they need further information.

You can unsubscribe or opt-out of Optus marketing via My Account:

1. Log into My Account
2. Select Profile & Settings from the top menu
3. Select Marketing Preferences
4. Choose your marketing preferences and click Save Preferences

Find out more about marketing preferences here.

Note: It can take up to 5 business days for your preferences to come into effect.

To avoid receiving calls from unsolicited companies/sources, you can add your phone numbers to the Australian Government's Do Not Call Register.

Note: It can take up to 30 days for the changes to be updated after registering your number on the Do Not Call Register.

To unsubscribe from electronic marketing messages (such as emails or SMS), you'll need to use the method as advised in the message from that company (e.g. replying 'STOP' or directly through their website).

Tip: Be careful when clicking on any links in an email or text / MMS. See our Privacy and Security website for more information on:

• Online safety

• How to protect against viruses and phishing

• Managing spam and how to report spam messages or messages with offensive content

Unwelcome communications: You can report unwelcome communications to the police at any time. You can also Contact us.

Note: Managing unwelcome communications is governed by an industry Code: C525:2017 Handling of Life Threatening and Unwelcome Communications. Optus cannot block an individual number from calling or texting you.

If receiving multiple unwelcome communications from the same source, report these to us following the steps below.

If they continue, the user's service may be suspended or disconnected.

Step 1: Collect Data

To request an unwelcome communications investigation, you'll need the following information to show a pattern of unwelcome communications:

• • • 10 or more unwelcome communications in a 24-hour period
    • Specific times & dates of 3 or more unwelcome communications that were spread over a period of more than 24 hours and less than 120 hours;
    • Specific times & dates of unwelcome communications received at regular and/or consistent intervals; or
      
      

For Optus to act, you'll need an accurate record of the:

• • • time, date & approx. duration of any unwelcome communications, preferably down to the nearest min; and
    • calling number or other reference used to identify the originating service (e.g. email address), if known
      
      

If the communications do not meet these criteria, you can still report the matter to the police and they may also contact us in relation to the matter.

Step 2: Contact Optus with call/message data

Contact us and provide the data you've collected.

Step 3: Investigation

We'll investigate to see whether a pattern of unwelcome communications has been established.

If it has, with your consent, we'll contact the service provider that supplies the service to the party that's initiating the unwelcome communications. That service provider will be responsible for issuing warning letters to the individual responsible for the unwelcome communications.

If the unwelcome communications continue after 2 warnings, a third and final warning is sent and then additional options are available, including suspending or disconnecting the service being used to make the unwelcome communications.

If at any stage during this process you continue to receive unwelcome communications, you should keep recording the details of these communications as set out in Step 1 and report them to us.

Important:

• Any action taken by Optus is under strict guidelines that are set out in the Communications Alliance Code

• There are some limitations on Optus' ability to address unwelcome communications (e.g. in a situation where the identity of the individual initiating the unwelcome communications cannot be established)

• The exchange of information between service providers to investigate unwelcome communications is governed by the Industry Code

• Optus' Privacy Policy can be viewed here

• An Industry Guidance Note has been developed with more information for customers about the management of unwelcome communications

• Change your phone number listing

• How to change your phone number