Always remember, we won’t call you for a service or technical matter unless you contact us first. If you’re suspicious about the call, you should ask Is It Really Telstra Calling You?
here are two main types of scam emails:
Scamwatch, run by the ACCC, provides useful information to businesses and consumers about how to recognise, avoid and report scams.
Hang up or silent calls can be deliberate attempts at harassment, a robo-dialler, or a technical issue with your phone service.
An automatic dialler (or robo-dialler) is an electronic device or software that automatically dials telephone numbers. Once the call has been answered, the automatic dialler either plays a recorded message or connects the call to a live person. If a live person is not available, it will hang up or you will hear silence. When an automatic dialler plays a pre-recorded message, it is often called voice broadcasting or robocalling. Telemarketers and scammers may use this type of technology.
If you are not receiving any incoming calls, and all calls are silent or dropping out please contact support. It’s important to let the agent know that you are not able to receive any incoming calls so that they can assist you with it further.
To opt out of any genuine marketing calls, sign up to ‘Do Not Call Register’. This free Government initiative is to assist the public in stopping unwelcome genuine marketing attempts.
Discover how you can use blocking and screening to prevent unwelcome calls from reaching you.
If you've had an unwelcome call threatening life or property, contact the police immediately on 000.
They will contact us if they need further information.
If you are receiving other harassing or abusive calls, you can manage your unwelcome calls by blocking or screening the calls. We may also be able to start an investigation or malicious call trace (MCT).
Please note: Scam calls and calls originating outside Australia can’t be investigated.
To start an investigation into your harassing or abusive call or text, you need to provide us with information showing a pattern of unwelcome communications to your number. The purpose of this trace is to gather evidence to send the caller a warning.
You need to provide either:
You will also need to record and provide:
Please note: You don’t need to wait until you have collected all the above information before contacting us. If you have concerns for your safety, you can report the matter to the police even if you don’t have all the information listed above. In certain situations, call blocking or a warning letter may not be the best response.
Telstra follows strict guidelines set out in the Communications Alliance Code. Once we investigate the details of your unwelcome communications and we confirm that a pattern of unwelcome communications has been met, with your consent, we will either issue a warning letter to the caller or contact the service provider of the unwelcome party initiating the unwelcome communications. That service provider will be responsible for issuing warning letters to the individual service making the calls.
If the unwelcome communications continue after warnings as per the Code, additional options are available including suspending or disconnecting the service being used to make the unwelcome communications. During this process you should keep recording the details of any unwelcome communications and continue to report them to us.
Please note:
To speak to us or to start a call trace investigation please fill out our unwelcome calls application below and one of our agents will call or email you as soon as possible.
If you are receiving calls that don’t quite fit under one of the other categories or if you’re getting calls from people claiming they received a call from your number but you haven’t made the call, please fill out our unwelcome calls application below. One of our agents will call or email you as soon as possible.
If you have received any unwelcome calls, let us know - we’re here to help. Use the following online application to report these unwelcome calls.