Identity Fraud
If you’ve unknowingly been signed up to a Vodafone plan without your permission then you could be a victim of identity fraud.
Identity fraud can occur when someone has used your ID or personal documents without your permission to sign up or upgrade a mobile service with Vodafone. This can happen when:
- your wallet is lost or stolen.
- someone has broken into your home or car.
- mail that contains personal information has been taken from your letterbox, or from your paper recycling bin.
- malware on a PC you have use has accessed personal data you have on that PC, or you have provided to a website you have visited.
- someone who has information about you, such as a colleague, friend, roommate or family member uses your ID.
For more information on identity fraud and how to prevent it, visit the Scamwatch and the Australian Federal Police.
If you’ve experienced another type of fraud, check out our general fraud support page.
How to submit an identity fraud claim
To submit an identify fraud claim, please complete this form. If you have any questions you can chat to us 24/7 in the My Vodafone app (for the best experience) or on this page. You can also call 1555 from your Vodafone phone or call 1300 650 410 from any phone.
Before you lodge a claim, you’ll need the following documentation.
- A Statutory Declaration that is witnessed and signed by an authorised signatory. Download the Statutory Declaration Form and complete in full prior to submitting this claim.
- A copy of your photo ID that shows your current residential address. All IDs except passports must be issued in Australia.
- A police report or event number. Contact your local police for one.
- Any supporting documentation you’ve received from Vodafone showing the fraudulent connection or upgrade such as a welcome letter or recent invoice. If you don’t have any of these, letters from debt collection agencies or emails regarding the account can be used.
It can take up to 5 business days to investigate your claim. Our credit team will contact you either through email or mail to let you know the outcome.
If you wish to dispute the outcome further you can contact our customer care team. Claims will only be re-investigated if new or additional information is provided.