Scams Awareness

There is a wide variety of methods that scammers can use to impersonate legitimate businesses to try and gain access to your personal information. This is known as phishing and can be difficult to spot.

If you believe you’ve been targeted by a scam, report it at: https://www.scamwatch.gov.au/report-a-scam

Common tricks:

Scammers may ask for personal information like your login details, date of birth, ID numbers, or banking details. These requests can come through text messages, phone calls, or emails, and often include a link to click or a number to call back.

They may also pretend to be a real business by using a name that looks familiar. To help with this, the ACMA has created a Sender ID Register, which lists business names that are used to send messages.

If you receive a message that seems suspicious or you weren't expecting, it’s a good idea to contact the business directly using their official website or published contact details to verify it before reporting it as a scam. Do not use any contact details in the message to contact the business.

iiNet will never call you and ask for your PINs, passwords, or send you a one-time passcode for verification.

You can find out more about how we protect your information here: Privacy Policy.

If you think you’ve been scammed or shared financial information, contact your bank or financial institution as soon as possible.

If you receive a call, letter, email, or message claiming to be from iiNet and you’re unsure if it’s real, call us on 13 22 58.

To learn more about how to spot and avoid scams, or report that you have been impacted by a scam visit: Scamwatch.

Select one of the links below to jump to a query:

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.
Report the email or SMS to Scamwatch.
Forward the email as an attachment to abuse@iinet.net.au.

Scam Phone Calls

Scammers often use a method called call spoofing, which means they falsify the caller ID to hide their identity. The call may look like it’s coming from a local or trusted number, but it is not.

Call spoofing is common and while it can't be fully stopped, we have added a new feature where a "Warning Suspected Scam" banner will appear on some calls which we think look suspicious.

Some flagged calls may be legitimate but letting them go to voicemail is a safer choice. This warning system will not catch every spoofed or scam call. To stay safe, do not share personal details during unexpected or unsolicited calls.

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.

How to tell whether a call you’ve received is legitimate

When we call you, we will not ask for a one-time passcode sent to your mobile or email, to verify you.
We will never call you and ask for your credit card details for refunds, reimbursements, or compensation.
Any refunds or reimbursements will only be provisioned through your original method of payment.
We will never call you from a private number.
If you order a device over the phone or online, we will send you a confirmation SMS with the details of your order including your preferred delivery address.
We will never proactively reach out to you on social media, we will only ever respond to you, if you contact us.

Latest known scams

SIM Swap scam

We are aware of fraudsters targeting our customers by attempting to perform fraudulent SIM swaps. These scammers may use tactics such as reporting a network outage, offering a discount on your service, or offering an upgrade of your phone.

SIM swaps can lead to banking fraud, identity theft, and fraudulent orders being placed on your account.

iiNet will never contact you to request a SIM swap or ask you to provide a one-time code. If someone contacts you claiming to be from iiNet and asks for a one-time code, hang up immediately and contact us on 13 22 58.

Vehicle History Report scam

We’re aware of scammers targeting people selling cars, motorbikes, and caravans with fake vehicle history report requests.

These fraudsters pose as interested buyers and insist you use a specific website to purchase a report, claiming it’s the only one they’ll accept.
The site is fake, and once you enter your credit card and personal details, your money and information are stolen.

How to spot this scam:

Genuine buyers will usually get and pay for a vehicle history report themselves.
It’s the buyer’s responsibility to check the vehicle, not yours.
The official government site for vehicle checks is ppsr.gov.au, and it only costs $2.

If someone insists you use their link or pay for a report, stop immediately and report the scam directly to us here: abuse@iinet.net.au.

nbn® Faults and Works scam

iiNet is aware of a scam targeting customers relating to nbn faults or works in their area.

The scammers may contact consumers in person or over the phone to offer either a new nbn connection or support in setting up an existing connection. The scammers will then try to gain payment details or access computers either remotely or in person. Scammers may also send a fake SMS posing as iiNet offering or confirming an nbn appointment.

iiNet will never contact you and ask for your payment details relating to an nbn appointment or fault and will never request to access your computer or devices in person or ask you to load a website that gives them access remotely.

If someone contacts you in person or over the phone and requests access to your computer or devices, close the door or hang up on them.
If you are ever contacted by someone posing as iiNet and you are uncomfortable or unsure if it is a scam, hang up and call us back on 13 22 58.
If you ever receive an SMS from iiNet confirming an nbn installation appointment that you haven’t requested, do not respond, and report it.
Always request identification before allowing technicians to enter your home.
Never allow anyone to access your personal computer or device either in person or over the phone.
iiNet technicians will never request payment or payment details from customers.

Report any suspicious behaviour to Scamwatch. If you think you have been a victim of fraud, or a scammer has gained access to your banking information contact your financial institution immediately.

Gambling scams

We’ve seen an increase in scammers sending unsolicited messages posing as online gambling sites and casinos. These messages invite the recipient to click a link promising bonuses and the potential to win money. While the website and SMS may look like it is from a gambling site, the websites are used to harvest personal information by requesting sign up information and banking credentials and may infect your device with malware.

If you receive an unsolicited SMS inviting you to a gambling site, do not click the link or provide personal information.

Email closure phishing email

We are aware of a phishing campaign targeting iiNet customers.

We may have emailed you recently, asking you to express interest in retaining the email account you hold with iiNet. We have observed examples of scammers attempting to replicate these emails, with the intent to phish personal information from our customers.

iiNet will not ask you to provide your Toolbox login details, personal information, or payment details as part of this campaign.

If you receive an email relating to this campaign with a link asking for your personal or iiNet login information, please report it to us at abuse@iinet.net.au.

If you have clicked on a link and filled in your personal, iiNet login, or payment information, please change any related passwords immediately and report this to scamwatch.gov.au. If you have been a victim of fraud, you should immediately contact your financial services provider.

For further support, please call us on 13 22 58.

“Hi mum”/Family impersonation scams

Some of our customers have reported receiving WhatsApp or text messages from scammers alleging to be children in need of funds. The scammers are targeting parents and the messages generally start by claiming the child has lost or broken their phone, or it has been stolen so they insist the parent does not contact them on their old number. The messages will then develop into the scammer requesting money for things like bills or emergency funds as they have been locked out of their internet banking accounts.

If you receive an SMS or WhatsApp message from an unknown number asking for money or claiming to be a loved one, do not transfer any funds. If you are ever unsure of the legitimacy of a message, it’s always best to pick up the phone and contact the sender to be sure.

If you receive any SMS relating to this scam, please report it to Scamwatch.

Parcel delivery scam

Receiving SMS updates from postage companies when you have a parcel coming is something many of us see. Fraudsters are taking advantage of this by sending scam messages posing as legitimate postage companies.

These messages typically say that information is missing for the delivery or that there is a customs fee that needs to be paid and provide a link where your personal information is requested. Once the information is entered, personal and banking information is harvested to commit banking fraud and identity theft.

If you receive an SMS asking you to update details or pay a customs fee, do not click on the link or provide personal information. If you are expecting a parcel, make sure you check the original tracking details and contact the company if in doubt.

Fake road toll SMS scam

We’ve seen an increase in road toll SMS scams where messages are sent claiming that you have an unpaid toll and requesting payment.

The SMS will contain a malicious link which takes you to a website that looks like a legitimate companies’, and typically, the payment requests are for a small amount. The scammers will use the stolen financial information that is provided by the victim to commit fraud or infect their device with malware.

If you receive a SMS from a road toll company that you are not expecting, do not click on any of the links and contact the toll company directly to verify any outstanding payments.

My Gov/tax time scams

You may receive scam SMS, calls or emails purporting to be the ATO or Services Australia when it’s close to tax time. There are many variations of tax time scams and fraudsters will try to obtain personal and credit card information by claiming you are eligible for a payment or that your account information is incorrect.

If you receive an SMS, call, or email purporting to be from the ATO asking for your payment or personal information, we suggest contacting the ATO directly using the contact methods on their website.

Number spoofing

Number spoofing is where scammers manipulate their caller ID to display a different phone number.

Historically, scam calls used to come from Private or International numbers, so a call from a mobile number does look more legitimate and scammers have more success in deceiving recipients into believing the call is from a legitimate source. Number spoofing is commonly used in phishing and telemarketing scams.

We’ve also seen examples of customer’s legitimate mobile numbers being spoofed. If your number has been used for spoofing calls, you will likely start to receive calls and SMS from people who have received calls from your spoofed number.

We recommend that you ask these people to contact their service provider to report the call. While this can be frustrating, typically your number will only be spoofed for a short period of time.

nbn® Disconnection scam

Scammers are calling customers posing as nbn co limited or internet service providers and threatening disconnection of your service. Typically, an unexpected robocall will be made giving you an option to select so speak to someone.

The scammers will threaten disconnection of the service unless you provide personal information or make a payment. Scammers obtain this information to commit fraud and identity theft. If you receive a call threatening disconnection of your nbn®, do not provide any information and disconnect the call.

Remote access scams

A common tactic used by scammers is to try and gain remote access to your mobile and computer devices. Scammers will make contact posing as a legitimate company and try to coerce the victim into providing access to their device by creating a sense of urgency.

They may claim there is suspicious activity on your internet or phone service, that your service has been accessed from overseas or that you have been hacked.

Once they have access to the device, they may install malware or request that you login to applications such as email and internet banking which allows them access to your personal and banking information.

If you receive a call alleging to be a company that requires remote access to your devices, hang up and do not provide any personal information.

Fake job recruitment scams

Received an unsolicited job offer through SMS or a WhatsApp message recently? We have seen recent examples of scam messages being sent posing as recruitment companies or businesses offering employment opportunities with enticing offers.

Once responded to, scammers will request personal information and sometimes an upfront payment as a recruitment fee.

Other examples include fake social media pages, such as LinkedIn, posing as employees of a company using the same method to try and phish for personal and credit card information.

If you receive a message regarding an employment opportunity, do not respond. Research the job offer and the company on the companies legitimate website and avoid sharing personal information.

Wangiri Fraud (missed call scam)

Wangiri fraud is a scam that involves receiving a missed call from an international number. The scammers generate calls to a range of mobile numbers with the hopes that the victims will return the call. The scammers will then profit from the returned call due to the exorbitant charges of calling the international number.

If you receive a call from an international number you do not recognise or were not expecting, we recommend not returning the call.

We proactively monitor our network for Wangiri activity and to shut down fraudulent international ranges as we find them.

This is an issue affecting customers of mobile and fixed line operators around the globe, and we’re working with a number of different operators and industry groups to reduce Wangiri fraud levels.

How 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.