What should I do if my mobile number has been ported without my authorisation?

Unauthorised mobile number porting is when your personal details are used to “port” or transfer your mobile number from one provider to another without your consent.

To protect our customers from unauthorised ports, we have added an additional identity verification process that is used during the porting request process to verify the identity of the person making the porting request. This will happen before your number is ported.

If you suspect your number has been ported without your authorisation, you should immediately:

• Report any suspicious activity to Scamwatch, IDCare, and/or ReportCyber;

• Report the activity of the scam or suspicious activity you’ve experienced to the Australian Federal Police or the relevant State or Territory Police;

• Contact your bank to advise of the unauthorised porting. Scammers will have access to your mobile, therefore if they try to access your bank account a verification code may be sent from your bank to your mobile phone, which the scammer has access to;

• Change your passwords to any account that was accessible via your mobile number. The scammer may have gained access to social media profiles, email accounts and banking details via your mobile number.

Tips on protecting your identity and preventing unauthorised number transfers

• Ask your bank to set up a secret pin number or password that only you know, to identify yourself when you contact them.

• Be aware of any mention you have made of your mobile number online

• Change your settings on Social Media accounts to ensure your mobile number is private and not available for public viewing.

• Change your settings on Social Media accounts to ensure your birthdate is private and not available for public viewing.

• Create strong passwords for your social media and any online accounts. Your passwords should be different to each other, you can use password manager software to assist with this.

• Wherever possible, use two-step verification to log in to your online accounts. Two-step verification is when you are sent a verification code via SMS or email that needs to be entered before you can log in to an account

• Delete emails regularly. Try to remove any emails from your inbox that may identify your identity or accounts (such as utility bills, bank statements etc). This will help minimize the impact if your email account becomes compromised.

If you require further assistance or if you are unsure if your number has been churned without authorisation please call our friendly support team on 1300 880 905.