Optus’ fight against fraud

Fraudsters are a telco-wide – and global – concern. The Australian Cyber Security Centre, leading the Australian government’s efforts to improve online security, reports that in the financial year ending 30 June 2021, there was an increase in the volume of cybercrime reporting equating to one report of a cyber-attack (such as fraud or identity theft) every eight minutes.

Cybercriminals use many tactics to try to steal your personal information online, including scam calls and texts or phishing, and claiming to be from Optus or another reputable organisation. Armed with your personal information, scammers may steal your identity, apply for accounts and loans in your name, or use your credit card to make purchases. 

In response to increasingly sophisticated threats, which are often based offshore, Optus continually develops and leverages new technologies, strengthens our relationships with global leaders in cybersecurity, and works alongside the Australian Government and relevant statutory authorities. 

Strengthened protections and what customers can expect

Optus, along with the wider telco industry, is working to enhance existing protocols and controls to prevent unauthorised access to customers’ accounts and services and protect our customers from fraud and identity theft. We are expanding our multi-factor authentication protections to a wider range of transaction types. Simply put, this is to make sure the person requesting the transaction is our customer, or our customer’s authorised representative. 

To enable multi-factor authentication and to better protect their Optus account, customers will need to make sure their account and personal information are up to date, which can easily be done on the My Optus App. 

When customers speak with Optus in store, online or on the phone, we'll be taking extra steps to verify they are the account holder. We'll ask for at least two details linked to the Optus account, and then we'll then send a unique code to the mobile number or email address linked to the account. 

Improved safekeeping

In 2019, Optus deployed a market-leading SMS firewall to combat the rise of SMS scams. In 2020, we began applying machine learning to differentiate between messages sent by humans and verified organisations, and those originating from scammers.  Our application of machine learning means our ability to identify, filter, and block scam and spam messages increasingly improves. We now block an average of ten million texts every month – meaning ten million fewer scams reach our customers. 

Swindlers increasingly make scam calls to target victims. Following on from initiatives aimed at reducing scam calls under the Australian Communications and Media Authority (ACMA)’s Combating Scams Action Plan, launched in late 2019, there has been a 95 percent decrease in reported mobile fraud, industry-wide. Between 1 December 2020 and 31 March 2022, Optus has blocked more than 232 million scam calls.

Optus also employs URL detection and blocking for unsafe sites, warning customers in near real-time if the content they are attempting to access is deceptive or dangerous, instantly reducing the risk of phishing scams or exposure to malware.

Partnership approach

For more than a decade, Optus has partnered with FraudWatch, a global company dedicated to protecting organisations and individuals against online fraud through tracking and removing phishing and malware sites, trademark infringements and fake social media profiles and mobile apps through their proprietary detection technology. This has resulted in the removal of more than three thousand threats to our brand and customers. 

In May 2021, we launched Optus WiFi Secure™ with long-term partner McAfee™, a worldwide leader in online protection. Under the Optus Living Network, Optus WiFi Secure™ protects against malware and phishing threats, as well as actively monitoring and blocking attempts to access smart devices connected to a home WiFi network, such as security cameras, baby monitors, or smart locks. While these devices offer customers convenience and control over their connectivity, they potentially create additional points for compromise within the home network. As houses across Australia are becoming increasingly integrated with their connected devices as ‘smart spaces’, this always-on, cloud-based threat intelligence service offers our customers protection and peace of mind. 

Don’t be next

While we all think it couldn’t happen to us, scams target people of all demographics across the country. 

While we are making great progress combating scams is an ongoing challenge, online safety is everyone’s responsibility. Be alert, don’t open suspicious texts or click on unverified links or attachments in emails, be vigilant about sharing your personal information, and change your passwords frequently. 

If you are contacted by someone claiming to be your service provider, financial institution or even the Government – it is well within your rights to ask for a case number and contact the organisation on your terms, via verified and official phone numbers or ask the organisation to contact you via alternative details they should already have. While it may be inconvenient, it is far better than being a victim.

What to do if you’ve been scammed

If you think your Optus account has been compromised, get in touch with us as soon as possible to let us know. You can call us on 133 937 or message us 24/7 on the award-winning My Optus app. 

If you have received a suspicious email or SMS from a sender claiming to be Optus, please forward the details to us via email. 

You can also report the scam to the ACCC through the Scamwatch website, where this data is used to keep Australian consumers, businesses, and other organisations informed about the latest scam trends. 

Most importantly, if you do think your details may have been compromised or hold any concerns about the security of your bank accounts, contact your financial institution immediately to alert them.