Unwanted Phone Calls

This article will explain what to do if you’re getting unwanted phone calls to your home phone number.

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.
2. Once you have recorded the unwelcome calls, please call us on 13 22 58. The unwelcome calls recorded must meet the following thresholds:
   
   - 10 or more times within 24 hours; or
   - 3 or more times within 24 to 120 hours; or
   - Have been made regularly and where there are special circumstances*.
   
   *Special circumstances may include threats against your personal safety, vulnerable situations (e.g. domestic or family violence), or a result of your financial, employment or other circumstances.
3. If our investigation determines that there has been a pattern of unwelcome calls, a Cease and Desist will be sent to the malicious caller by the wholesale provider of their phone service. At no point is the malicious caller's identity supplied to iiNet or to you.
4. If the calls were threatening or criminal in nature, please contact your local police department and tell them about the malicious calls. The police can send a fax on their letterhead to iiNet's Compliance Officer on (08) 6263 3871 with your name, phone number, address, and quote the Crimes Act to get the trace logs forwarded to them for further action.

Once a trace log capture has been requested, an investigation ticket will remain open for 30 days. If you receive any further unwelcome calls during that time, please record the time and date of the calls and contact us so we can capture additional trace logs. The ticket will be closed if no further reports are received after 30 days.

What do I need to do when I have a Malicious Call Trace active on my home phone?

1. Once iiNet has confirmed your Malicious Call Trace (MCT) is active, when you get an unwelcome phone call, make sure you do not speak to or threaten the caller.
2. After the caller has hung up, leave the phone off the hook for 5 -10 minutes.
3. Write down the time and date of each unwelcome call.
4. Once you have recorded at least 3 unwelcome calls over 2 - 5 days, please send these details along with your reference number to support@iinet.net.au, or call us on 13 22 58.
5. A successful MCT will result in a Cease and Desist being sent to the malicious caller by the wholesale provider of their phone service. At no point is the malicious caller's identity supplied to iiNet or to you.
6. If the calls were threatening or criminal in nature, please contact your local police department and tell them about the malicious calls. The police can send a fax on their letterhead to iiNet's Compliance Officer on (08) 6263 3871 with your name, phone number, address, and quote the Crimes Act to get the MCT results forwarded to them for further action.

The first month of a Malicious Call Trace is free, and it will be automatically deactivated after that first month.

If you want to continue the Malicious Call Trace service after the first month at a cost $5.50 per month, please call us on 13 22 58.