Fraud
We take fraud seriously at Vodafone, 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.
We want to ensure that your security information and personal details are safe. For more information, check out our security support page.
What to do if you receive suspicious correspondence or calls claiming to be from Vodafone
If you receive a call, letter, email, text message or other communication that claims to be from Vodafone and you suspect it may be a scam or hoax, chat to us 24/7 in the My Vodafone app (for the best experience) or on this page. You can also call us on 1300 650 410.
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
- Complete our online form with a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.
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
- 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
- Complete our online form with the date and time you received the call, how many calls you received in total and your mobile number.
Scam websites can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. If you come across a website that you suspect is fraudulent, this is what we advise:
- Don’t click on any links
- Don’t call any numbers associated with the website
- Report the website to Scamwatch
- Complete our online form with a screenshot of the website, the date and time you accessed it and your mobile number.
How Vodafone can help if you believe you’re a victim of fraud.
Here are some specific fraud scenarios that we can assist with.
If you believe that someone has stolen your ID to create an account with Vodafone, please fill out our identity fraud claim form.
If there’s a number on your account that you don’t recognize, please fill out our identity fraud claim form.
If you didn’t receive your order it’s best to call customer care on 1555 from your Vodafone phone or 1300 650 410 from any phone.
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:
- Customer care on 1555 from your Vodafone phone, or 1300 650 410 from any phone
- The Australian Federal Police or the law enforcement agency in your state or territory
- Scamwatch
If there are transactions from Vodafone on your bank/credit card statement that you don’t recognise, contact your bank immediately and ask them to raise a payment dispute with Vodafone and reverse the charges back to you.
If you’ve been scammed, it’s best to report it to Scamwatch. Check out our list of the latest scams.
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.