What to do if you suspect a scam

If you suspect that you’re being targeted by a scam, stop what you’re doing immediately. Recognise that scammers thrive on busy times, stress, urgency and manipulation.

Follow Scamwatch’s three steps on what to do when you suspect a scam including:  

STOP: Always take a moment before giving your money or personal information to anyone. Scammers will create a sense of urgency to pressure you into acting quickly. Don’t rush to make decisions about your finances or sharing personal information.  

CHECK: Make sure the person or organisation you’re dealing with is real. Scammers pretend to be from organisations you know and trust. Always verify who you’re really dealing with before taking any action.  

PROTECT: Act quickly if something feels wrong. The sooner you take action, the better you can protect yourself and others from scammers. Contact your bank immediately if you think you’ve lost money or shared financial details. Report the scam to Scamwatch (even if you are unsure), because when you report scams, you help stop the scam and warn others.  

Report a scam 

If you think you’ve been targeted by a scam or received a scam message, you can report it through the below channels:  

• Report a scam to Scamwatch
• Report a scam to Optus via My Optus App
• Contact Optus

Report a scam as an Optus customer

If you think your Optus phone number or account are being targeted by a scam, contact Optus via phone (133 937) or My Optus App. Change your passwords and check for any unexpected activity or events, such as purchases you haven’t made, or if your SIM card has stopped working.  

You can report a suspicious SMS to Optus via Optus ScamWise in My Optus App. Open the app, navigate to ‘Account’, tap ‘Security & Settings’, then ‘Optus ScamWise’ and then ‘Report a suspicious SMS’.

Trusted Optus channels

If you’ve been contacted by someone who suggests they’re from Optus, don’t feel bad about ending the call or not responding to the message if you’re unsure. We recommend using the My Optus App as your trusted secure channel when dealing with Optus. Use the app if you need to contact us, or check anything on your account.   

If Optus contacts you, we will always use a trusted channel:  

• A text or SMS from Optus will show ‘Optus’ or any of the other registered Sender IDs we use (verified via the SMS Sender ID Register) in addition to numeric sender ID's. 
• An official email from Optus will have an ‘xxxx@optus.com.au’ address.  
• Official phone numbers from Optus retail stores are listed on our website. Our contact centres may also call using the phone number 02 9174 3000. Optus will always introduce themselves and the reason for their call. 

If you want to contact Optus, you can do so through a trusted channel:  

• The easiest way to get in touch is via My Optus App or My Account.
• Call our Customer Service line on 133 937.

My Optus account has been compromised

If you’ve noticed an unauthorised purchase (for example a new phone) or service on your Optus account, report it to Optus immediately. Call Optus on 133 937. If your phone SIM card is no longer working, you can contact Optus via My Optus App.  

What can Optus do to help me after a scam?

Optus can help if you’re a victim of a scam or if you are simply unsure. We can help you can set up a new login, change your phone number and update your password. You can also order a new SIM or an eSIM. Verification and authentication processes apply but you can get in touch with Optus via My Optus App or by calling 133 937. 

Help, I think I’ve been scammed

If you believe you’ve been scammed, stay calm. Take steps to secure your accounts immediately including by:  

• Contact your bank and tell them about the situation. They may be able to stop any potential pending transactions.  
• Changing your passwords and security layers (such as the security questions and the PINs) of any accounts you believe to be compromised.

Once you've secured your accounts, report the scam to Scamwatch and to Optus (if you are an Optus customer). 

Report a scam as a non-Optus customer

If you think you’re being targeted by a scam and you’re not an Optus customer, report the scam to Scamwatch. Change your passwords and check for any potential harm, such as unexpected accountable activity, including purchases or if your SIM card has stopped working.  

If you see purchases you can’t remember making, or money leaving your account, contact your bank immediately. Contact your phone service provider online or in store if your SIM card has stopped working.  

How to help your friends and family stay safe from scams

Our family and friends may not always recognise when they are being targeted by a scam. Sometimes it’s hard to see when a scam is happening until it is too late. 

If you are worried about a friend or a family member falling victim to a scam, speak to the person and explain why you are worried. Share with them useful scam awareness resources, such as the Optus scam prevention page and Scamwatch and help them to learn about how scammers are tricking everyday people and evolving their scamming methods. Your care and concern may stop a scam in its tracks.