Unwanted Phone Calls

• Are the callers telemarketers?
• Phone harassment and other malicious calls
• What do I need to do to stop unwanted calls?

Are the callers telemarketers?

If the calls are unsolicited telemarketers from businesses you haven’t dealt with before, then you should register on the Do Not Call Register.

This register is managed by the Australian Communications and Media Authority on behalf of the Australian Government. Once you have registered, Australian telemarketers and fax marketers must not contact you.

Phone harassment and other malicious calls

If you’re getting threatening or otherwise unwelcome calls that:

• Total 10 or more unwelcome calls spread over a 24 hour period;
• Total 3 or more unwelcome calls over a 48 to 120 hour period; or
• Are made at consistent and/or regular intervals,

Please call us on 13 22 58 and request assistance as soon as possible. We can assist by:

• Capturing trace logs for VoIP internet phone services (e.g. NBN Phone).
• Setting up a Malicious Call Trace for fixed line phone services (e.g. landline).
• Facilitating a change of phone number if desired.

What do I need to do to stop unwanted calls?

1. Write down the time and date of each unwelcome call, using the exact date and time in your phone's call history.

2. Once you have recorded enough unwelcome calls according to the list below, please call us on 13 22 58 and we'll investigate.
   
   - 10 or more times within 24 hours; or
   - 3 or more times within 48 to 120 hours; or
   - Any number of calls made at consistent and/or regular intervals (e.g. every Thursday night for 3 weeks in a row, or calls every 2 days) and where there are special circumstances.
   
   Special circumstances may include threats against your personal safety, vulnerable situations like domestic or family violence, or a result of your financial, employment or other circumstances.

3. If we find that there's been a pattern of unwelcome calls, a Warning Letter (Cease and Desist) will be sent to the malicious caller by their phone provider. At no point is the malicious caller's identity supplied to iiNet or to you.
    
   Note: A Warning Letter can't be sent if the caller is using an international number, multiple different phone numbers, or a payphone.

4. If the calls are threatening or criminal in nature, please contact your local police department and tell them about the malicious calls. The police can contact iiNet to get the trace logs.

5. Once a trace has been requested, please record the date and time of any further unwelcome calls and send the details to us. The ticket will be closed if no further reports are received after 30 days.