About Telstra

Telstra Home About Telstra Consumer Advice Unwelcome Calls Call Types
Call types

Are you receiving Unwelcome Calls? Unwelcome Calls can vary in nature and include:

Unwelcome
Calls


Hang up calls

These are calls where you hear the caller put the receiver down, followed by the busy tone, as soon as you answer the call.

Silence, hoax, obscene or abusive calls

These are calls where the caller holds the line open with silence or speaks in an abusive or obscene manner and does not hang up.

To clear the line on your fixed phone service, replace the receiver and do not pick it up for 5 minutes. This will enable you to call out.

Have you noticed a pattern in the unwelcome calls?

YES? Let one of the expected calls go unanswered and use Call Return (*10#).

Fixed Lines: When using Call Return *10#, a Call Return usage charge applies when you successfully retrieve the number of your last unanswered call. Normal call charges apply if you return the call. Call Return is not available for blocked calls and is available from tone phones in most areas.

Mobile Services: Not available.

If a number is retrieved submit the Enquiry Form.

NO? Consider connecting to Calling Number Display to possibly identify the caller. The caller's telephone number will not be displayed if the call has been blocked.

Fixed Lines: Telstra offers a monthly rental service with an option to rent the Telstra Calling Number Display telephone. Call 13 2200 for more information.

Mobile Services: Calling Number Display is automatically provisioned to all Mobile services on activation. There is no charge. Call 125 111 for further information.

If a number is retrieved submit the Enquiry Form.

Are the unwelcome calls limited to particular days or time of day?

YES? Let one of the expected calls go unanswered and use Call Return (*10#).

Fixed Lines: When using Call Return *10#, a Call Return usage charge applies when you successfully retrieve the number of your last unanswered call. Normal call charges apply if you return the call. Call Return is not available for blocked calls and is available from tone phones in most areas.

Mobile Services: Not available.

If a number is retrieved submit the Enquiry Form.

NO? Consider connecting to Calling Number Display to possibly identify the caller. The caller's telephone number will not be displayed if the call has been blocked.

Fixed Lines: Telstra offers a monthly rental service with an option to rent the Telstra Calling Number Display telephone. Call 13 2200 for more information.

Mobile Services: Calling Number Display is automatically provisioned to all Mobile services on activation. There is no charge. Call 125 111 for further information.

If a number is retrieved submit the Enquiry Form.

Do you have suspicions of the number that is calling you?

YES? Consider connecting to Call Forward Selected Callers. This service can be used to forward calls from selected numbers prior to the call reaching your phone.

Fixed Lines: Monthly rental charges apply. Charges apply for forwarded calls. Call 13 2200 for more information.

Mobile Services: Not available.

YES? Consider connecting to Smart Ring. This service lets you identify who is calling by the sound of your telephone ring.

Fixed Lines: Monthly rental charges apply. Call 13 2200 for more information.

Mobile Services: Not available.

Have you considered screening your calls with MessageBank?

Fixed Lines: Monthly rental charges apply. Call 13 2200 for more information.

Mobile Services: Standard MessageBank for Telstra Mobile services is automatically activated on connection. There is no charge for monthly access on this service; diversion and retrieval charges apply. Call 125 111 for further information on how to use this feature.

Have you considered changing your number and making it unlisted?

Fixed Lines: Silent line charges apply. Please contact Sales on 132200.

Mobile Services: Call 125 111 to arrange.

Malicious Calls

Malicious calls include threatening calls or other unwanted calls.

Malicious Call Trace is a service that helps Residential and business customers respond to these calls with the help of Telstra and the Police.

It records details about the source of the threatening call, helping Telstra customers identify the offender - using controlled procedures with the help of Telstra and the Police.

Malicious Call Trace also provides evidence for court proceedings, as records can be presented in courts of law.

This is a controlled product. To find out more about Malicious Call Trace, please contact Telstra's National Unwelcome Calls Centre on 1800 805 996 (Mon - Fri, 9am to 5pm, excluding National Public Holidays) or alternatively you can submit an Enquiry Form.

Monthly rental charges may apply for this product. Call 1800 805 996 for more information.

Dialling
Equipment


Currently there are a number of telemarketing companies using predictive dialling equipment. This equipment can cause automatic hang up calls after a few seconds to your phone service.

You can register your phone number on the Do Not Call Register website to help prevent unsolicited telemarketing calls being made to your household.

For more information on telemarketing visit the Australian Direct Marketing Association.

Alternatively please complete and submit the Enquiry Form.

Operator
Assisted


These are calls where the caller uses an operator to call your phone. This may be using either a Recorded Voice Announcement, or a consultant.

Did the call come from Telstra Reverse Charge Calls?

YES? Contact Telstra's National Unwelcome Calls Centre to discuss options available on 1800 805 996 (Mon - Fri, 9am to 5pm, excluding National Public Holidays) or alternatively you can submit an Enquiry Form.

Did the call come from 1800 Reverse?

YES? Contact the 1800 Reverse Customer Inquiries Centre on 1300 360 522 during business hours.

Have you considered changing your number and making it unlisted?

Fixed Lines: Silent Line charges apply. Please contact Sales on 13 22 00.

Mobile Services: Call 125 111 to arrange.

Electronic
Tones


These are calls with high-pitched beeping, screeching or other electronic tones. These are most commonly caused by fax or modem equipment, and are usually the result of incorrectly entered numbers stored in such equipment.

Have you noticed a pattern in the calls?

YES? Let one of the expected calls go unanswered and use Call Return (*10#).

Fixed Lines: When using Call Return *10#, a Call Return usage charge applies when you successfully retrieve the number of your last unanswered call. Normal call charges apply if you return the call. Call Return is not available for blocked calls and is available from tone phones in most areas.

Mobile Services: Not available.

If a number is retrieved submit the Enquiry Form.

NO? Consider connecting to Calling Number Display to possibly identify the caller. The caller's telephone number will not be displayed if the call has been blocked.

Fixed Lines: Telstra offers a monthly rental service with an option to rent the Telstra Calling Number Display telephone. Call 13 2200 for more information.

Mobile Services: Calling Number Display is automatically provisioned to all Mobile services on activation. There is no charge. Call 125 111 for further information.

If a number is retrieved submit the Enquiry Form.

If you have access to a fax machine, consider diverting the calls using Call Forward.

Fixed Lines: Call forward is automatically available on most fixed lines with no monthly access fee applicable (charges apply for forwarded calls). Call 13 2200 for further information.

Mobile Services: Call forward is automatically available for all Mobile services with no monthly access fee applicable (charges apply for forwarded calls). Call 125 111 for further information.

Have you considered changing your number and making it unlisted?

Fixed Lines: Silent line charges apply. Please contact Sales on 132200.

Mobile Services: Call 125 111 to arrange.

Alternatively please complete and submit the Enquiry Form.

Is it limited to particular days or time of day?

YES? Let one of the expected calls go unanswered and use Call Return (*10#).

Fixed Lines: When using Call Return *10#, a Call Return usage charge applies when you successfully retrieve the number of your last unanswered call. Normal call charges apply if you return the call. Call Return is not available for blocked calls and is available from tone phones in most areas.

Mobile Services: Not available.

If a number is retrieved submit the Enquiry Form.

NO? Consider connecting to Calling Number Display to possibly identify the caller. The caller's telephone number will not be displayed if the call has been blocked.

Fixed Lines: Telstra offers a monthly rental service with an option to rent the Telstra Calling Number Display telephone. Call 13 2200 for more information.

Mobile Services: Calling Number Display is automatically provisioned to all Mobile services on activation. There is no charge. Call 125 111 for further information.

If a number is retrieved submit the Enquiry Form.

If you have access to a fax machine, consider diverting the calls using Call Forward.

Fixed Lines: Call forward is automatically available on most fixed lines with no monthly access fee applicable (charges apply for forwarded calls). Call 13 2200 for further information.

Mobile Services: Call forward is automatically available for all Mobile services with no monthly access fee applicable (charges apply for forwarded calls). Call 125 111 for further information.

SMS
Messages


These are abusive, threatening or obscene text messages sent to your mobile phone.

SMS messages can be sent from either a mobile phone or a computer. Some SMS messages, for example, those sent from a computer, will not identify the party who sent the message (ie a mobile phone number will not be recorded with the SMS when received).

If the SMS does display a number, and you wish to reply, you can indicate that you do not want to receive the SMS messages.

Have you considered having incoming SMS blocked to your mobile?

YES? Contact 125 111 to arrange this.

Have you considered changing your mobile number and making it unlisted?

YES? Contact 125 111 to arrange this.

For further information you can call 125 111 or visit Text Messaging (SMS).

Alternatively please complete and submit the Enquiry Form.

Search About Telstra
  • Receive our RSS feeds
  • Glossary of terms
  • Print this page

Follow us on

  • Twitter icon
  • YouTube icon
  • Facebook icon
  • T-Blog icon
window.aPopunder = [['http://www.telstra.com.au/webforms/consumer-survey/index.cfm?REF=http://www.telstra.com.au/abouttelstra/advice/unwelcome-calls/call-types/', {window: {top:64, left:64, height:480, width:768}}]];