Stop Unwelcome or Nuisance Calls & Messages

There are many types of unwelcome calls.  This article looks at strategies for managing unwanted calls and messages including: 

  • Hang up calls
  • Silence
  • Hoax calls
  • Obscene, abusive or malicious calls / SMS or MMS
  • Calls by predictive dialling equipment to randomly dial numbers

What if the calls / messages are harassing or life threatening?

If you're receiving harassing calls or messages that are life threatening, contact the police immediately.  They will liaise with us if they need further information.

For more information, select from the options below.

Opt-out of telemarketing calls or messages

Managing external telemarketing calls / messages

To avoid receiving calls or messages from unsolicited companies / sources, add your phone numbers to the Australian Government’s Do Not Call Register.

Managing Optus telemarketing calls / messages

You can unsubscribe or opt-out of Optus marketing via My Account. Simply click the 'Profile' menu to manage your General Marketing & Marketing Subscriptions.

For more information on this process, refer to our Marketing Preferences article. 

Please note it can take up to 30 calendar days for your details to be removed from our systems.

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Subscribe to an unlisted (silent) number 

For Mobile Phone Numbers

You can check or change your Mobile number's listing status in My Account, under Call Diversion and Settings.

Note: You will need to log in with your My Account username, not your phone number. 

For Fixed Line Phone Numbers

Contact us to change your existing phone number from listed or unlisted (silent).

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Change your phone number

To discuss changing your number due to harassing or nuisance calls, please contact us.  

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Reporting unwelcome communications

Important! 

Step 1:  Collect Data

To request an unwelcome communications investigation, you will need to have the following information to show a pattern of unwelcome communications

  • Specific times and dates of 3 or more unwelcome communications that were spread over a period of more than 24 hours and less than 120 hours;
  • Specific times and dates of unwelcome communications received at regular and/or consistent intervals; or
  • Specific times and dates of unwelcome communications where 10 or more are received in a 24 hour period

Note: For Optus to take action, you will need to retain detailed information relating to the unwelcome communications. You will need to keep an accurate record of the:

  • time, date and approximate duration of any unwelcome communications, preferably down to the nearest minute; and
  • calling number or other reference used to identify the originating service (e.g. email address), if known

If the communications do not meet this criteria you can still report the matter to the police at any time and they may also contact us in relation to the matter. 

Step 2:  Contact Optus with call / message data

Contact Optus and provide unwelcome communications data as detailed above in Step 1. 

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Step 3:  Investigation

Any action taken by Optus is under strict guidelines that are set out in the Communications Alliance Code.

Once details of the unwelcome communications are provided to us, we will investigate to see whether a pattern of unwelcome communications has been established. If it has, with your consent, we will contact the service provider that supplies the service to the party that is initiating the unwelcome communications. That service provider will be responsible for issuing warning letters to the individual responsible for the unwelcome communications.

If the unwelcome communications continue after warnings, additional options are available, including suspending or disconnecting the service being used to make the unwelcome communications.

If at any stage during this process you continue to receive unwelcome communications, you should keep recording the details of these communications as set out in Step 1, and report them to us.

Please note:  

  • If there is a threat to life or a threat of serious harm you should immediately report the matter to the police
  • There are some limitations on Optus’ ability to address unwelcome communications (e.g. in a situation where the identity of the individual initiating the unwelcome communications cannot be established)
  • The exchange of information between service providers to investigate unwelcome communications is governed by the Industry Code
  • Optus' Privacy Policy can be viewed here
  • An Industry Guidance Note has been developed with more information for customers about the management of unwelcome communications

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