• 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 (ACMA) on behalf of the Australian Government. Once you've registered, Australian telemarketers and fax marketers must not contact you.

Please do not reply to any messages from telemarkers and do not provide them with any personal information.

 

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 unwelcome calls made at consistent and/or regular intervals (e.g. every Thursday night for 3 weeks in a row, or calls every 2 days).

 

Then please call us on 13 14 23 as soon as possible. We can help you by:

• Investigating trace logs for VoIP internet phone services (e.g. nbn Phone).
• Setting up a Malicious Call Trace for landline phone services.
• Changing your phone number (if you want to).

Note: The most recent unwelcome call must have happened within the last 4 weeks.

 

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 14 23 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 TPG 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 TPG 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.

 

• What to do if you receive suspicious correspondence or calls claiming to be from TPG
• Scam Emails and Text Messages
• Scam Phone Calls
• How to tell whether a call you’ve received is legitimate
• Latest known scams
• SIM Swap scam
• Vehicle History Report scam
• nbn® Faults and Works scam
• Gambling scams
• Email closure phishing email
• “Hi mum"/Family impersonation scams
• Parcel delivery scam
• Fake road toll SMS scam
• My Gov/tax time scams
• Number spoofing
• nbn® Disconnection scam
• Remote access scams
• Fake job recruitment scams
• Wangiri Fraud (missed call scam)
• How to protect your device

 

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

If you receive a call, letter, email, text message or other communication that claims to be from TPG and you suspect it may be a scam or hoax, give us a call on 13 14 23.

 

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 customer-relations@tpg.com.au.
• Report the email or SMS to Scamwatch.
• Email customer-relations@tpg.com.au 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

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.
• Email customer-relations@tpg.com.au and provide the date and time you received the call, how many calls you received in total and your mobile number.

 

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.

TPG 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 TPG and asks for a one-time code, hang up immediately and contact us on 13 14 23.

 

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 on 13 14 23.

 

nbn® Faults and Works scam

TPG 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 TPG offering or confirming an nbn appointment.

TPG 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 TPG and you are uncomfortable or unsure if it is a scam, hang up and call us back on 13 14 23.
• If you ever receive an SMS from TPG 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.
• TPG 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 TPG customers.
 
We may have emailed you recently, asking you to express interest in retaining the email account you hold with TPG. We have observed examples of scammers attempting to replicate these emails, with the intent to phish personal information from our customers.
 
TPG will not ask you to provide your My Account 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 TPG login information, please report it to us at customer-relations@tpg.com.au.

If you have clicked on a link and filled in your personal, TPG 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 14 23.

 

“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.

 

• Cancelling your mobile or phone service
• More information
• How much will it cost to close my account?
• How will I be charged on my final invoice?
• Once my account is closed, how can I get my invoice?
• Once my account is closed, will I be able to access My Account?
• Once my account is closed, will I be able to access my TPG voice mail?
• Can I close an account if I’m not the account holder?

 

Cancelling your mobile or phone service

Before cancelling your mobile or phone service, please call us on 1300 993 019. We can help check if there's a better plan for your needs, resolve any service issues, and confirm if any costs or credits apply to a cancellation.

Important: If you want to move your phone number to another provider, you must contact your new provider and organise the transfer before you cancel because a cancelled number can't be transferred. You can only do this if the account holder of the phone service with TPG and your new provider are the same person.

Need your TPG account number? You'll find it on your TPG invoice or in My Account.

 

More information

How much will it cost to close my account?

If you cancel your service or change providers before your service contract is complete, you may incur a contract break fee. We can tell you if a contract break fee applies when you call us, or you can look up the fee in the Service Description and Terms for your service.

 

How will I be charged on my final invoice?

After your service is disconnected, your final invoice will be emailed to the account holder shortly before the end of your billing period, around the same time each month as all of your previous TPG invoices. If you don’t get your final invoice, give us a call on 13 14 23.

Please note that if you choose to cancel your service, the monthly charge for your current billing cycle will not be refunded.

If any charges are due on your final invoice, such as a contract break fee, they can be paid in the same way you usually pay your TPG invoices.

 

Once my account is closed, how can I get my invoice?

You won’t be able to get your invoices through My Account after your TPG account is cancelled. You can download your TPG invoice from the email sent to the account holder for up to 90 days after the email was sent.

 

Once my account is closed, will I be able to access My Account?

No, you won’t be able to access My Account.

 

Once my account is closed, will I be able to access my TPG voice mail?

No. You won’t be able to access the voice mail for any TPG phone or mobile services, including saved voice mail.

 

Can I close an account if I’m not the account holder?

Only the account holder may close an account, unless you have Power of Attorney and want to act on behalf of the account holder. Learn more.

• How can we help?
• What are your complaints handling processes?
• What do I do if my complaint is unresolved after going through the TPG process?
• Whistleblower Policy

 

How can we help?

You can contact us using the following contact methods to make a complaint, lodge a service outage report and enquire about a network outage.

Contact	Tech Support for help with your TPG services	Customer Service for help with your TPG account and billing	If you have a hearing or speech impairment
Phone:	13 14 23 (24/7)	13 14 23 (8am - 10pm AET)	You can contact us by using the National Relay Service: https://www.accesshub.gov.au

 

If your complaint isn’t resolved by Tech Support or Customer Service, you can ask to be referred to Customer Relations or email them directly.

Customer Relations
Email: customer-relations@tpg.com.au Mail: Attn: Customer Relations, PO BOX 2580, Kingston Delivery Centre, Kingston, TAS 7050

 

What are your complaints handling processes?

You can download our Complaint Handling Process.

For Network Outage Complaints, please download our Network Outage Complaints Handling Process.

To view PDF files, install Adobe Reader on your computer, tablet or phone.

 

What do I do if my complaint is unresolved after going through the TPG process?

If you’re unhappy with the management of your concerns, you can request that we escalate your complaint.

If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the:

• Telecommunications Industry Ombudsman (TIO): General complaints
• Office of the Australian Information Commissioner (OAIC): Privacy complaints 
• Australian Competition and Consumer Commission (ScamWatch): Scam complaints
• Australian Financial Complaints Authority (AFCA): Sold debt payment and insurance disputes
• Australian Communications and Media Authority (ACMA): Broadcast complaints

 

Whistleblower Policy

At TPG, we’re strongly committed to fostering a culture where you feel safe to speak up about matters that concern you or if you suspect something is not right. Our whistleblowing program encourages and provides an avenue for all employees, suppliers and business partners to act if you have concerns about illegal, unethical or improper conduct.

Read through our Whistleblower Policy for more information.

• How to log in to My Account
• What you can do in My Account
• Manage your TPG account
• Manage your TPG Phone service
• Manage your TPG internet services
• Log out

 

How to log in to My Account

1. Go to My Account at: https://www.tpg.com.au/myaccount - or just hit the My Account button on the TPG website.

2. Log in with the username and password for your TPG account. You'll find your username on emails from us about your TPG order, or your TPG invoice.
   
   Forgotten your TPG password? You can reset it at: https://tpg.com.au/password.

3. A one-time passcode will be sent to the mobile number listed in your account’s contact details - just enter this passcode to finish logging in.
   
   If you can't log in or get your one-time passcode, please contact us. We can help you access your TPG account after an ID check.

 

What you can do in My Account

Manage your TPG account

 

My Account gives you the following options to keep your TPG account information up-to-date:

• Update Contact & Payment Details - Update your contact details or payment details.
   
• Plan & Contract Details - Check you TPG plan and contract.
   
• Check your Current Balance - See if there's an amount owing on your TPG account or make a payment.
   
• Check your Account Usage - Check your internet usage (not available for unlimited data plans).
   
• Change Your Password - Change the password you use to log into your TPG account.
   
• Your Invoices - Get a copy of any of your TPG invoices.
   
• Your Account Statement - Check your TPG account statement for the last 3 months.
   
• Your Account Statement Current Financial Year - Check your TPG account statement for the current financial year.
   
• Your Account Statement Last Financial Year - Check your TPG account statement for the last financial year.
   
• Cancel your service - Request to cancel your TPG service.

 

Manage your TPG Phone service

If you have a TPG Phone service, you can use My Account to:

• Check your call history
• Change your home phone number
• Top up your phone prepayment
• Turn phone features such as Call Waiting on or off

 

Manage your TPG internet services

If you have a TPG internet service, you can use My Account to:

• Change your internet plan
• Move your internet service to a new address
• Check the status of your internet order
• Switch to Home Wireless Broadband (if available)

 

Log out

The logout button is in the top right-hand corner of the screen. It's important that you log out once you're done if you're using a public computer, like the ones at libraries, or any device that you share with another person.