Identity theft

What is identity theft?

Identity theft describes the act of stealing and using your identity to obtain a dishonest benefit or avoid a financial liability. Identity theft usually occurs after identity documentation has been lost or stolen.

How can identity theft happen? 

•Your ID has been lost or stolen

•Your house or car has been broken into

•Your wallet is lost or stolen

•Mail that contains personal information has been stolen

•Malware on your PC or smart device - this can happen if you click a link that you're not familiar within an email, or online

•The WIFI connection you use has been hacked

•Your identity details are visible to others on social media

For more information on identity theft and how to prevent it, visit Scamwatch and the Australian Federal Police websites.

Are you a possible victim of identity theft? 

•Has an account been opened in your name, that you're not aware of?

•Does a new service appear on your bill, that you're not aware of?

•Have you received any emails/text messages about orders that you did not place?

If you have answered yes to any of the above, please contact us immediately.

•If you receive an email from Optus that you suspect is not authentic, refer to our Internet safety & security index article for more information, including how to report any suspected illegal email activity

•If your number has been transferred/ported to or from Optus, and you did not request it, head to the Didn't request a number transfer? section in our article here

How to report identity theft?

If you think you've been a victim of identity theft and/or disputing an Optus account or service which may have been wrongly created, please contact us immediately.

In addition, please send us the following:

•A completed Statutory Declaration form detailing the situation. You can download the Statutory Declaration here, or obtain one through your local Post Office or newsagent

•A police report or event number. Contact your local police to request this

•A clear legible copy of your photo identification

•Copies of any correspondence you may have received that relate to the situation (if available)

You can use our Statutory Declaration checklist.pdf to make sure you've completed the Statutory Declaration form correctly, and provided us with the relevant additional documentation.

Once complete, send your documents to one of the following addresses:

•By email: Scan and email your documents to identity.theft@optus.com.au
Please include your full name and any account or reference numbers in the subject line of your email
(Total attachments per email cannot exceed 6MB, send additional emails if required.)

•By post:
Singtel Optus
Group Credit Risk
Attention - Fraud Risk Analyst
PO Box 888
North Ryde, New South Wales, 1670

Once all the required documents have been provided, it can take 5 business days for investigations to be completed. Our Fraud team will contact you once we have investigated your claim, either by email or post.

How to protect yourself in the future and find out more?

Fraudsters and scammers are becoming more sophisticated in ways to try and gain your information. The below sites advise what scams are currently active, what to look out for and how to protect yourself further:

•ACSC info for Individuals & Families - Includes info on protecting your devices and safety

•ACSC ReportCyber - Includes info on reporting cyber crime

•Optus info on the latest scams & digital safety - Includes info on the latest scams, reporting scams and case studies

•ACCC's Scamwatch - Includes info on types of scams, reporting scams and getting help

In addition to the above, it's important you remain vigilant and make sure there are no services you aren't aware of. This includes keeping an eye out for notifications about orders that you didn't place. Contact us immediately if you suspect any of these things.