Helping keep our customers safe from ongoing scam threats

In an era where digital threats are constantly evolving, Optus continues to work tirelessly to ensure its customers are digitally safe and safeguard them from scams.

Scams have become a pervasive threat in our digital world, costing Australian consumers, businesses, and the national economy $2.74 billion in 2023¹. Beyond financial losses, these scams cause significant emotional distress to victims and their families.

As criminals develop increasingly sophisticated methods, the need for robust protection has never been more critical to safeguard customers from the ever-increasing threat of scams.

Through innovative products and services, along with a comprehensive suite of protective measures, Optus is striving to set new standards in telecommunications security.

Call Stop is a pioneering initiative designed to thwart bank impersonation scams.

By collaborating with the Australian Financial Crimes Exchange (AFCX) and major banks, Optus has developed a system that blocks calls to known scam numbers.

The technology effectively blocks outgoing calls to known scam numbers by redirecting them to a recorded message, which lets our customers know it is a scam, before they give access to their bank accounts or transfer any money.  

This proactive measure helps save customers from fraudulent activities.

Optus ScamWise is another powerful tool in Optus' arsenal.

This feature allows customers to report suspicious texts via the My Optus App, which are then analysed by Optus’ scams team. Optus ScamWise also shows customers what scams are trending, so they can share that information with friends and family.

Optus’ efforts extend beyond these two initiatives – we deploy a range of further strategies to safeguard our customers:

• Multi-factor authentication deployed industry-wide for high-risk transactions, which has reduced SIM swap and fraud losses by 80%.
• SMS firewalls to block known bad URLs and block scam SMS, reducing SMS scams by 70% as well as a 99% reduction in scam SMS evading the firewall.
• Provide increased number security to reduce number spoofing.
• Blocking piracy websites and illegal gambling websites to enhance internet protections.
• Offering protection from malicious websites for all devices on a home network through Optus WiFi Secure.
• Supporting digital safety and wellbeing with educational workshops, guides and resources for young people and families through the Digital Thumbprint program.

By working closely with leading financial institutions and regulatory bodies – and keeping our customers’ digital safety at the forefront – Optus is working to ensure that its customers are protected against the latest scam threats.

And our efforts have not gone unnoticed, with Call Stop recently awarded for Cyber Security & Online Safety Innovation at The ACOMM Awards 2024.

In the first three months of 2024, Optus’ network has helped block over 19.9 million SMS and 40.5 million calls, highlighting its commitment to staying ahead of scammers’ tactics. But Optus is not resting on its laurels.

We are continuously refining our processes and expanding our protective measures, investing in anti-scam technologies that protect our customers digitally.

We are investigating extending Call Stop and Text Stop to other industries and government organisations and empowering our customers to stay vigilant and informed.

In an age where digital safety is paramount, Optus’ commitment to customer safety is not only protecting its customers but also fostering a safer digital environment for all Australians. As scams continue to evolve, Optus remains at the forefront, ensuring that its customers can navigate the digital world with greater confidence and peace of mind.

_{[1] The scam trend costing Australians $2.7 billion: https://www.sbs.com.au/news/article/the-scam-trends-costing-australians-2-7-billion/lm7zx59e1}