Fraud Assistance

We take fraud seriously at iiNet, and we’re committed to helping you if you suspect that you’ve been a victim of fraud.

Online fraud generally involves phishing, which as an attempt to get private or personal details by pretending to be a legitimate entity. Phishing websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling.


What to do if you receive suspicious correspondence or calls claiming to be from iiNet

If you receive a call, letter, email, text message or other communication that claims to be from iiNet and you suspect it may be a scam or hoax, give us a call on 13 22 58.

Scam Emails and Text Messages

If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

  • Don’t reply to the SMS or email
  • Don’t provide any personal details
  • Don’t click on any links
  • Don’t open any attachments
  • Don’t call any numbers associated with the SMS or email
  • Don’t share any content of the SMS or email with anyone
  • Email a screenshot of the message to  
  • Report the email or SMS to Scamwatch
  • Email and provide a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.

Scam Phone Calls

iiNet only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:

  • Don’t give the caller any personal details and hang up.
  • Check that the call is coming from a number that’s not a number that we use.
  • Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
  • Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
  • Report the call to Scamwatch
  • Report the email or SMS to Scamwatch
  • Email and provide the date and time you received the call, how many calls you received in total and your mobile number.


How iiNet can help if you believe you’re a victim of fraud

My number has been fraudulently used to create a service with iiNet, or I suspect it has

If you believe that someone has stolen your ID to create an account with iiNet, please email us at

There's a number on my account that I don't recognise

If there’s a number on your account that you don’t recognise, please email us at

I didn’t receive my order

If you didn’t receive your order it’s best to call us on 13 22 58 from any phone.

My number has been fraudulently transferred from iiNet to another provider, or I suspect it has

If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately report this to:

  • Our Customer Service on 13 22 58 from any phone.
  • The Australian Federal Police or the law enforcement agency in your state or territory
  • Scamwatch

There are transactions from iiNet on my bank/credit card statement that I don't recognise

If there are transactions from iiNet on your bank/credit card statement that you don’t recognise, contact your bank immediately and ask them to raise a payment dispute with iiNet and reverse the charges back to you.


Current scams and hoaxes

If you’ve been scammed, it’s best to report it to Scamwatch. Check out our list of the latest scams.

I think I have lost money to a scammer

Contact your financial institution immediately if you believe you have lost money to a scammer or believe your banking or credit card details may have been shared with a scammer.

They may be able to stop a transaction or close your account if the scammer has your account details.


How to protect your device

Here are some ways to protect your device:

  • Make sure to use strong PINs and passwords and change them regularly. Avoid easy-to-guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
  • Lock your mobile handset and voicemail with strong PINs.
  • Think carefully before clicking on a link or opening suspicious emails and attachments.
  • Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc.). Only allow necessary permissions.


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