UC DD PF

 PSTN_Landline
 Pre-paid_Mobile
 Postpaid_Mobile
 NBN_Landline
 Further_information_For_the_customer

 Further_information_for_the_consultant IF
Possible probing questions:

In which device are you receiving the unwelcome call or calls?

Is it on your mobile or on your landline?
What happens with the call?
Does the unwelcome caller immediately disconnect the call after a few rings, do they try to
inform you that your service will be disconnected or are they telemarketers trying to sell you
something?

Pre-paid Mobile Back to top

Possible script for unwelcome calls received on pre-paid mobile:

 Even though this is not our fault, we do apologize about the unwelcome calls you are
getting.
 Based on our investigation majority of the unwelcome calls are actually scam calls
originating from other countries, specifically in India, Pakistan, Africa, Bangladesh and
Nigeria. The scammers are using VOIP or voice over internet protocol which is
basically a computer connected to the internet. Through the use of such technology
those scammers maliciously contacts both landline and mobile numbers hoping that
they could get banking details from Telstra subscribers so ultimately they could get
money from them. Just for your information, Telstra doesn’t have the technology yet
to block all of those calls but we can give you suggestions on how minimize the
volume of unwelcome calls you receive. In that regard, we need your help, if you
receive a call from someone claiming that they are from Telstra without you
contacting us prior to that specific interaction, that is a scam call and please
disconnect the call immediately.
 Just for your information, you, personally, are the only one that could set up call
blocking on your mobile phone. 
  Telstra does not have access with your personal mobile settings and therefore
we cannot properly assist you in setting call blocking features on your private mobile
device.
 Our protocol whenever we receive calls from consumer pre-paid mobile subscribers
reporting about receiving unwelcome calls is we refer them with their
respective mobile manufacturers so that way they could be properly guided in
accessing and setting up the call blocking features on their mobile phones.
 Just some additional information regarding call blocking, you could go ahead and
install Hiya on your mobile phone it is both available on Google Play Store for android
devices and App store for apple devices. That is spelled as H for hotel, I for indigo, Y
for Yankee and A for Alpha. I personally use Hiya to identify the calls I want to take
and block the numbers and texts I want to avoid. Hiya is free and is incredibly easy to
use so I highly recommend it.
 Just a quick summary you called in because you were receiving unwelcome calls on
your mobile phone and I have advised you about Telstra’s ongoing investigation about
the scammers and reminded you that Telstra does not have access with your personal
mobile settings or call blocking features, thereafter we have officially informed you to
contact your mobile manufacturer so that way you could be properly guided in
accessing and setting up the call blocking features on your mobile phone.
Furthermore I have provided you with an alternative that you could explore right
now, which is the installation of the Hiya app on your mobile phone to help you out
with the unwelcome calls.
 With that being said do you have further concerns or have I covered everything
already?
 Bye. 

Postpaid Mobile Back to top

Possible script for unwelcome calls received on a post-paid or business mobile:

 Even though this is not our fault, we do apologize about the unwelcome calls that you are
getting.
 Based on our investigation majority of the unwelcome calls are actually scam calls
originating from other countries, specifically in India, Pakistan, Africa, Bangladesh and
Nigeria. The scammers are using VOIP or voice over internet protocol which is
basically a computer connected to the internet. Through the use of such technology
those scammers maliciously contacts both landline and mobile numbers hoping that
they could get banking details from Telstra subscribers so ultimately they could get
money from them. Just for your information, Telstra doesn’t have the technology yet
to block all of those calls but we can give you suggestions on how minimize the
volume of unwelcome calls you receive. In that regard, we need your help, if you
receive a call from someone claiming that they are from Telstra without you
 contacting us prior to that specific interaction, that is a scam call and please
disconnect the call immediately.
 For solutions, since you are a post-paid mobile subscriber of Telstra you are eligible for
our free service called Mobile Protect.
 It is a free service that you could set up on the internet that will allow you to block
incoming and outgoing calls, SMS and MMS from specific numbers so they will not be
able to get through to your device.
 We can send the Mobile Protect Guide  within 5-7 business days via email. (Ask customer's
email address)
 The Mobile Protect Guide is a walk through that will provide you with step by step
instructions in order for you to set up call blocking on your mobile phone so that way you
are in control of the calls that you want or don't want to receive.
 Just some additional information regarding call blocking, you could go ahead and
install HIYA right now if you cannot wait for the 7 days before the Mobile Protect
Guide is sent to your email. HIYA is both available in Google Play Store for android
devices and App store for apple devices. HIYA is spelled as H for hotel, I for indigo, Y
for Yankee and A for Alpha. I personally use HIYA to identify the calls I want to take
and block the numbers and texts I want to avoid. Hiya is free and is incredibly easy to
use so I highly recommend it.
 Just a quick summary you called in because you were receiving unwelcome calls on your
mobile device and I have advised you that we will be sending the Mobile Protect Guide via
email on (customer's email address) in 5-7 business days which will help you out in
blocking those unwelcome calls. Furthermore I've set the proper expectation that Telstra
doesn't have the technology yet to completely block all of those scammers using highly
developed methods. Afterwards I've provided you with alternative solutions such as HIYA
and the Mobile Protect Guide to help you out in minimizing the unwelcome calls that you
have been receiving. If you call us regarding this matter again we will just be advising
you the same thing namely, that we’ve already sent out the Mobile Protect Guide,
provided you with an alternative solution such as HIYA, and that we cannot totally
block or deflect those advanced computer or internet calls.
 With that being said, do you have further concerns or have I covered everything already?
 Bye. 

PSTN Landline Back to top

Possible script for unwelcome calls on PSTN landline:

 Even though this is not our fault, we do apologize about the unwelcome calls you are
getting.
 Just for your information, Telstra is already aware of the situation.
 Our protocol whenever one of our customers report receiving unwelcome calls is to
activate international call blocking to reduce the volume of unwelcome calls they
 receive because we have determined based on our investigation that majority of the
unwelcome calls are actually scam calls originating from other countries, specifically
in India, Pakistan, Africa, Bangladesh and Nigeria.

 Now before I activate international call blocking for you, I would like to ask if you are
expecting to receive calls in the near future from another country or countries
presumably from friends or family because once we activate this on your landline
they will not be able to get through.
 So are you expecting any?
 Let me just go ahead and activate international call blocking for you.
 The international blocking that I have activated for you will take effect within 24 hours. 
 We will be blocking the majority of the unwelcome calls from other countries but just to
set the proper expectation we will not be able to block all of them because some
unwelcome callers or scammers are using highly developed or advanced methods
such as computer or internet calls which Telstra is unable to completely block at the
moment due to the sophisticated methods employed or used by the unwelcome
callers or scammers.
 Telstra’s official advice in case you still receive unwelcome calls or scam calls even
though we have already activated international call blocking for you, is to immediately
disconnect the call to prevent yourself from divulging sensitive information.
 If you call us regarding this matter again we will just be advising you the same thing
namely, that the international call blocking is already in place and we cannot totally
block or deflect those advanced computer or internet calls.
 Just a quick summary, you called us because you were receiving unwelcome calls,
thereafter, I activated international call blocking to reduce the volume of unwelcome
calls to the absolute minimum, afterwards I have set the proper expectation that the
international call blocking will take within 24 hours, and finally we have officially
informed you that we currently have no way of completely blocking those highly
advanced computer or internet calls.
 (If the customer requested for a specific country or countries to be exempted from the
international call blocking):
Just a quick summary, you called us because you were receiving unwelcome calls,
thereafter, I activated international call blocking to reduce the volume of unwelcome
calls to the absolute minimum, we exempted calls coming from (the country or
countries which the customer requested to be exempted from international call
blocking) because as you have mentioned you are expecting to receive calls from
those country/countries and we have officially informed you that we currently have
no way of completely blocking those highly advanced computer or internet calls.
 (If the customer asks why do unwelcome calls still get through even though
international call blocking is already in place): 
The reason why unwelcome or scam calls from overseas are still able to get through
even though international call blocking is already in place is because the method used
by some of the scammers is highly developed. 
To be specific they use a computer connected to the internet which will hide their
 true number and location, afterwards their computer will generate an automated
number imitating or mimicking an Australian number so it will appear as if they are
calling from Australia. After which, they will activate an auto-dialler that will dial a
random Australian number, with them hoping that the person who will answer will
divulge or tell them sensitive information that will allow them to obtain banking
details so they could get money from that person. Telstra cannot absolutely block all
of those calls because it is highly advanced and developed and we simply don't have
the technology yet to block all of them. 
In that regard, we need your help, if you receive a call from someone claiming that
they are from Telstra without you contacting us prior to that specific interaction, that
is a scam call and please disconnect the call immediately.
 With that being said do you have further concerns or have I covered everything already?
 Bye.

Activating Overseas Blocking on a PSTN number:

 Wozterm

1. Input customer's number in the "Customer's FNN" field

2. Input "G" in the "Goto Lists" field.
3. Press enter.
4. Input:

                   001 Tab then A then Tab again.

                   002 Tab then A then Tab again.
                   009 Tab then A then Tab again.
                   011 Tab then A then Tab again.
                   0011 Tab then A then Tab again.
                   008 Tab then A then Tab again.
                   006 Tab then A then Tab again.
   
5. Input "L" in the "Load Entries 1-6" field then press Enter.

 CAM

1. Press 1. Straight lines
2. Press 4. Alter EasyCALL Facilities
3. Input the Full National Number.
4. Press Enter twice.
5. Go to Add Pin press Spacebar to add and input 4321.
6. Go to Selective Call Forward <ECCDS> press Spacebar to add.
7. Go to Remote Access <ECRA> press Spacebar to add.
8. Press F10 to save.
 9. Press F8 to execute the job.

NBN Landline Back to top

Possible script for unwelcome calls received on an NBN Landline:

 Even though this is not our fault, we do apologize about the unwelcome calls you are
getting.
 Just for your information, Telstra is aware of the situation.
 Our protocol whenever one of our customers report receiving unwelcome calls is to
activate international call blocking to reduce the volume of unwelcome calls they
receive because we have determined based on our investigation that majority of the
unwelcome calls are actually scam calls originating from other countries, specifically
in India, Pakistan, Africa, Bangladesh and Nigeria.
 Now before I activate international call blocking for you, I would like to ask if you are
expecting to receive calls in the near future from another country or countries
presumably from friends or family because once we activate this on your landline
they will not be able to get through.
 So are you expecting any?
 Let me just go ahead and activate international call blocking for you.
 The international blocking that I have activated for you will take effect within 24 hours. 
 We will be blocking the majority of the unwelcome calls from other countries but just to
set the proper expectation we will not be able to block all of them because some
unwelcome callers or scammers are using highly developed or advanced methods
such as computer or internet calls which Telstra is unable to completely block at the
moment due to the sophisticated methods employed or used by the unwelcome
callers or scammers.
 Telstra’s official advice in case you still receive unwelcome calls or scam calls even
 though we have already activated international call blocking for you, is to immediately
disconnect the call to prevent yourself from divulging sensitive information.
 If you call us regarding this matter again we will just be advising you the same thing
namely, that the international call blocking is already in place and we cannot totally
block or deflect those advanced computer or internet calls.
 Just a quick summary, you called us because you were receiving unwelcome calls,
thereafter, I activated international call blocking to reduce the volume of unwelcome
calls to the absolute minimum, afterwards I have set the proper expectation that the
international call blocking will take within 24 hours, and finally we have officially
informed you that we currently have no way of completely blocking those highly
advanced computer or internet calls.
 (If the customer requested for a specific country or countries to be exempted from the
international call blocking):
 Just a quick summary, you called us because you were receiving unwelcome calls,
thereafter, I activated international call blocking to reduce the volume of unwelcome
calls to the absolute minimum, we exempted calls coming from (the country or
countries which the customer requested to be exempted from international call
blocking) because as you have mentioned you are expecting to receive calls from
those country/countries and we have officially informed you that we currently have
no way of completely blocking those highly advanced computer or internet calls.
 (If the customer asks why do unwelcome calls still get through even though
international call blocking is already in place): 
The reason why unwelcome or scam calls from overseas are still able to get through
even though international call blocking is already in place is because the method used
by some of the scammers is highly developed. 
To be specific they use a computer connected to the internet which will hide their
true number and location, afterwards their computer will generate an automated
number imitating or mimicking an Australian number so it will appear as if they are
calling from Australia. After which, they will activate an auto-dialler that will dial a
random Australian number, with them hoping that the person who will answer will
divulge or tell them sensitive information that will allow them to obtain banking
details so they could get money from that person. Telstra cannot absolutely block all
of those calls because it is highly advanced and developed and we simply don't have
the technology yet to block all of them. 
In that regard, we need your help, if you receive a call from someone claiming that
they are from Telstra without you contacting us prior to that specific interaction, that
is a scam call and please disconnect the call immediately.
 With that being said do you have further concerns or have I covered everything already?
 Bye.

Activating Overseas Blocking on an NBN number:

 WUIGM

1. Open WUIGM.
2. Input customer's number in the field beside Customer Phone Number.
3. Click "Login"
4. Click "Call Forwarding"
5. Click "Create new rule"
6. Input UWC in Rule Name field.
7. In "Forward to" section tick the circle beside Specific Number.
8. In "Forward to" section, Specific Number field, input 1272250025
9. In "Caller types" section tick the circle beside "Selected Numbers"
10. Click "Add Phone Number" to increase the number of phone numbers that you can
block.
11. Input the following for overseas call blocking:
                                                                                       001
                                                                                       002
                                                                                       009
                                                                                       011
                                                                                       0011
                                                                                       008
                                                                                       006
12. Click "Save".

Activating block in COMMPILOT:

2. Click on Users in the Profile section.

3. Within the Enter Search Criteria Below Box, Select Phone NUmber from the drop down box
(this defaults with the User ID), add the number in the Starts With field an click on Search.
4. Click on Edit.
5. Click on Enterprise Number.
6. Click on Groups.
7. Click on Search.
8. Click on Edit.
9. Click on Calling Plan in the Options section.
10. Click on Digit Strings.
11. Click on Add.
12. Create the rule using the following Name ECCDS 01
Digit String enter the number to be blocked.
Click ok.
13. Click on the phone number once you have created the rule.
14. Click on Users.
15. Click on Search.
16. Click on MBN Edit.
17. Click on Calling Plans under Options.
18. Click on Incoming Calling Plan.
19. Click on Custom Settings to add the tick to the box.
20. Untick the box for ECCDS 01.
Click Apply and Ok.

Making a Siebel Order for Call Forward Selected Callers also known as ECCDS: Only applicable if
the customer is receiving unwelcome calls on their PSTN voice service.

  Reminder: No need to make an order in Siebel if the blocking was processed in WUIGM and
the customer's landline is with NBN.
1. Open Siebel.
2. Log into Siebel.
3. Click "Search".
4. Click "Find".
5. Click "Asset".
6. Input number.
7. View "Installed Assets"
8. Highlight the number beside Voice Service.
9. In the search bar beside query input "Modify"
10. Click "Modify" in the search field.
11. Click "Create"
12. Click "Customise"
13. View Voice Line and click the gear icon below Customize.
14. Click "VAS"
15. Tick the box beside Call Forward Selected Callers.
16. Click the gear icon of the Call Forward Selected Callers product.
17. Click "Done"
18. View Terms and Conditions.
19. Click "Generate Terms and Conditions and CIS"
20. Click "Line items" then "Serviceability"
21. Click "All Line Items Serviceability"
22. Click "Appointments"
23. Tick the box below "Booking Required"
24. Click "Make Booking"
25. Click "Line Items"
26. Tick Inbound/Customer Requested
27. Click Submit.

Further Information for the customer: Back to top

 Do Not Call Register otherwise known as DNCR

Contact number: 1300 792 958

Operating hours: 8:30 a.m. to 5:00 p.m., Monday to Friday AEST
Website: www.donotcall.gov.au
Description: 
What is the Do Not Call Register?
The Do Not Call Register is a secure database where individuals and organizations can register,
check or remove their Australian telephone, mobile and fax numbers to opt out of receiving most
unsolicited telemarketing calls and faxes.
Registration is free and you only need to do it once.
Once registered, a number will stay on the register indefinitely unless the number owner or their
representative removes the number.
How does the Do Not Call Register work?
Telemarketers and fax marketers have 30 days to recognise the registration of a number and to
stop contacting that number.
To identify registered numbers, organisations are able to check—or ‘wash’—their calling lists
against the register.
Lists are submitted, checked and returned with all registered numbers identified. To protect the
privacy of registrants, organisations are only given information on the numbers submitted.
Any organisation that either calls or faxes a number listed on the register, or arranges for this to
occur, may be breaking the law and could face penalties.
Who is responsible for the Do Not Call Register?
The Australian Media and Communications Authority (the ACMA) manages the register, including
responding to breaches of the legislation.
The legislative arrangements that underpin the register include the:
Do Not Call Register Act 2006 —establishes the register, and outlines rules for making unsolicited
telemarketing calls and sending unsolicited marketing faxes to numbers on the register.
Do Not Call Register Regulations 2017 —specifies the types of calls that are not telemarketing calls
and the people deemed to be nominees of a relevant account-holder
Telecommunications (Telemarketing and Research Calls) Industry Standard 2017 —sets out the
minimum requirements for those making telemarketing and research calls to Australian numbers,
including when and how they can make certain calls
Fax Marketing Industry Standard 2011—sets out minimum requirements for those sending
marketing faxes to Australian numbers, including when and how fax marketers can send certain
faxes.

 Scam watch by the Australian Competition and Consumer Commission

Contact number:  N/A

Operating hours: N/A
Website: www.scamwatch.gov.au
Description: 
Scamwatch is website run by the Australian Competition and Consumer Commission (ACCC). It
provides information to consumers and small businesses about how to recognise, avoid and report
scams. It is fairly updated on the latest scams and how they function so you might want to check it
out on www.scamwatch.gov.a au
The Australian Competition and Consumer Commission works with state and territory consumer
protection agencies and other government agencies to promote awareness in the community about
scams. The Australian Competition and Consumer Commission coordinates the Scam Awareness
Network which collaboratively delivers the annual National Scams Awareness Week campaign.
The Australian Competition and Consumer Commission's role extends beyond preventing scams
and includes other areas of consumer protection, infrastructure regulation, cartels and other
forms of anti-competitive conduct.
How to report a scam?

1. Use your computer or mobile phone with internet and go to www.scamwatch.gov.au

 2. Click on Report a scam
3. Just fill in the details they require.

 Telstra Call Guardian 301

Description: Filter incoming calls and decide whether to accept or reject them. Blocks up to 1000
Numbers* while saved contacts get straight through.  Incorporates multi-award winning Qaltel call
blocking technology. *Requires Calling Number Display (CND) to be active on your account.
Additional charges may apply.
What are the features?
 Unique exclusive call guardian feature in a convenient well priced home phone.
 Combine the ability to block up to 100% of nuisance calls with the practical easy to use
features of a Telstra home phone.
 Portable and light with a colour display makes it easy and convenient to use around the
home.
 Long range cordless calling at home, especially suitable for large homes.
 Tested to Telstra standards to ensure high quality calling.
 Available with an easy monthly repayment option over 24 months.

What's included?
 Cordless handset and base
 Base power adaptor
 Additional handset and charger charger power adaptor
 Telephone line cord,
 4 x AAA  rechargeable batteries (already in handset)
 Userguide

 Mobile Protect

Description:
It’s a free service you can activate in My Account to set parental controls and restrict usage on
mobile devices on your account
Some of the features include:

1. Apply internet filters.

2. Block incoming and outgoing calls, SMS and MMS from specific numbers.
3. Set time restrictions.
4. Restrict mobile internet access to specific websites, or block access to certain online
content.
5. Find out which internet sites are being accessed on your mobile services.
6. Manage as many eligible Telstra mobile services as you want.
Calls to Emergency Triple Zero (000) are never blocked.

Who can have it?:

You must have a:

1. Telstra Consumer Post-Paid mobile or mobile broadband (tablet) service:

2. My Account login (Username/password)

Reminder:
There’s no cost or ongoing charges for Telstra Mobile Protect
Calls, SMS, MMS and data are charged at your mobile plan rates
If customer does not have an email address refer them to this website: Refer customer to
https://www.telstra.com.au/mobile-phones/moreonyourmobile/features-and-services

Other useful numbers:

Call Directory: 12455 or 1223

Apple Customer Service: 1300321456 

Monday - Friday 9am - 9pm AEST
Saturday - 9am - 6pm AEST
Sunday - CLOSED

Samsung (Mobile Phone Company): 1300362603

Monday-Friday - 8:30am - 8:00pm AEST 1584071
Saturday - 9:00 am - 1:00 pm AEST
Sunday - CLOSED

Huawei: 1800330943
Monday-Friday - 9:00 am - 6:00 pm AEST
Saturday - CLOSED
Sunday – CLOSED

Further information for the consultant: Back to top

Verification process: 

Verify the customer via Siebel. 

If customer is reporting about a mobile and it cannot be verified using Siebel, use MICA and
verify accordingly.
If customer is reporting about a landline and it cannot be verified using Siebel, use FLEXCAB and
verify accordingly.

Details to verify with the customer:

1. Number of the device that they are receiving unwelcome calls on.
2. Full name of the customer.
3. Date of birth of the customer.
4. Billing address of the customer.

Identification of customer's landline technology via Start:

1. Input the landline number in the "Service#" field without the area code.
2. Change the area code beside the landline number enclosed in a parenthesis with the
corresponding area code of customer.
3. Press Enter.
4. Check the customer's landline technology in the lower left part of the page. 

If unwelcome call or calls are received on the mobile:

Consumer  pre-paid mobile - Advise customer to contact his or her mobile manufacturer to help
them with their call blocking settings. Use "possible script for unwelcome calls on pre-paid
mobile:"
Consumer post-paid mobile - Advise customer that they will be receiving mobile
protect guide within 3-5 business days via email. Use "possible script for unwelcome calls
received on a post-paid or business"
Business mobile - Advise customer that they will be receiving mobile protect guide within 3-5
business days via email. Use "possible script for unwelcome calls received on a post-paid or
business"

IF Back to top
Possible probing questions:

In which device did you dial the number, is it on your mobile or your landline?

Get the number and check if there is an international call restriction on the account or if the
line is tagged as a silent line.

What is the exact number that you dialled?

What error message or tone did you get when you dialled that number?
Have you tried to dial another overseas number?

Just to confirm you are having difficulty contacting (number the customer is trying to dial) and
you are not having any difficulty contacting local numbers, is that right?

Test call:

I'm going to conduct a quick test call on the number that you’re having difficulty contacting to
see if the error that you heard earlier will be the error that I'll be getting as well.

If we get the same error, it could either mean that the network of the number that you were
trying to contact overseas is faulty or congested.

Just a minute. (conduct test call)

(If call doesn’t push through)

As you can hear we are getting the same error, it means that there is nothing wrong with
Telstra’s network. You could try contacting the person that you are trying to reach overseas via
the internet or you could try again on your mobile/landline in an hour to see if that makes any
difference.

(If call pushes through)

As you can hear, we did not get the same error, it could mean that there is a possible fault
within Telstra’s network. I’ll be logging a report for you please hold the line for 3 minutes.

Logging a SIIAM case for an international fault:

1. New Case

2. Select “International Dialling Problem” as Trouble Type

3. Select “Outgoing Call Problem “from the list

4. Select “Calling specific number”

5. Select “IDD”

6. Dispatch the case

7. Place case on hold

8. Dispatch the case to “International Fault Centre”

Making an international fixed call:

> Dial 0011

> Enter the Country Code

> Enter the Area Code

> Enter the phone number

>> From a local landline number to an international landline number

>>> 0011 + country code + area code + landline number

>> From a local mobile number to an international landline number

>>> 0011 or (+ plus) sign + country code + area code + number

Making an international mobile call:

> + (plus sign)

> Enter the Country Code

> Enter the mobile number (remove the first zero)

>> From a local landline number to an international mobile number

>>> 0011 + country code +mobile range numbers

>> From a local mobile number to an international mobile number

>>>0011 or (+ plus) sign +cc + mobile range number

Sending an international fax:

> Dial 0015

> Enter the Country Code

> Enter the Area Code

> Enter the fax number

Override code for silent line:

1832
Other helpful numbers:

1223 - Australian directory assistance

1225 – International directory assistance

PF Back to top
Possible probing questions:

What is the cabinet identification number?

What is the issue with the payphone?

What is your first and last name?

What is the address where the payphone is located?

If cabinet identification number is unknown:

Use http://envinsaonline.mapinfo.com.au/ppol/ to locate ordinary payphones.

Enter the street name and choose the location as per advise of customer.

Use Axis search to obtain the cabinet details for business/lease payphones.

Enter 3

Enter Street Name

Enter Post Code

DD Back to top
Possible probing questions:

What is the address where the damaged Telstra property is located?

What kind of Telstra property is damaged?

Was there anyone who got hurt because of the damage to the Telstra property?
Follow SIIAM.

Fixed Wireless – Still handled.

FTTN (Fiber To The Node) – Provide NBN Co number.

 Just checking if we are on the same page, are you receiving calls from people pretending
to be from Telstra and threatening to disconnect your service within 24 hours if you
don’t connect to the NBN?
 Let me reassure you first, upon checking our database, there is no record of any
Telstra/NBN employee getting in contact with you about disconnection. Let me stress
out that the call that you received is just a scam call and those people don’t have access
to Telstra infrastructure to cut your line off.
 We understand that, it could really be both stressful and scary to receive these scam
calls, it is as if you are personally under attack by these people. Just a piece of advice, so
next time they call you won’t be as alarmed, keep in mind that these people are calling
you from countries that are very far away: they don’t know you, they can’t reach you,
and they cannot hurt you. All they want is your money and as long as you don’t tell
them your personal information they can’t do anything to you.
 Even though this is not our fault I do apologize in behalf of Telstra.

 For your information, there is an ongoing investigation on the scam calls our customers
are receiving and formulated some options that might help.
 Before we proceed to the resolution, is it okay if I provide you with some information or
overview about these scams?
 Based on our ongoing investigation we’ve determined that most of the scam calls
originate from India, Pakistan, Africa, Bangladesh and Nigeria. The scammers are using
VOIP or voice over internet protocol which is basically a computer connected to the
internet.
 Those scammers maliciously contact landline and mobile numbers and try to obtain
banking details from the people that they contact.
 Since they are using VOIP to contact our subscribers they can hide their true number
and location and can even mimic or imitate any Australian number, that’s the reason
why sometimes their number comes up as private and at other times as an Australian
number.
 In addition to that they also utilize an auto dialer that will randomly dial ranges of
numbers, just imagine, this is not one person doing this, it’s a whole building filled with
people spread across a lot of countries and they could dial up to 10,000 random
numbers per minute
 Just for your information, Telstra doesn’t have the technology yet to completely block
all those calls, all that we could give you are suggestions to minimize the volume of
unwelcome calls you receive.
 As for our free, we recommend that we activate overseas call blocking for you because
as I’ve said a lot of those scam calls originate from overseas, so activating overseas call
blocking would help in reducing the volume of scam calls you receive.
 Before I go ahead and activate this for you I want to know if you are expecting to
receive calls from friends or family from overseas.
 For alternative solutions, if you have the time you can drop by at the nearest Telstra
shop accessible to you and check out the Telstra Call Guardian handset. It is the latest
telephone handset developed by Telstra that helps our customers in filtering their
incoming calls.

 Just a quick overview on how the handset works, you can save numbers that y2ou trust
on that handset and only those numbers will be able to contact you. All other numbers
that are not saved on the handset will automatically be blocked.

 For internet resources, you might want to check out the Australian Government’s
website on scams, it is called Scamwatch and you could visit it
on www.scamwatch.gov.au
 As for setting the proper expectations:
 1. This will take effect within 24 hours.
 2. As a result of the scammers using VOIP, the overseas blocking I’ve set up for you is
not a 100% guarantee that you will no longer receive unwelcome calls. Just in case you
still receive scam calls even though overseas call blocking has already been activated for
you, just continue what you’re doing and hang up on them.
 Just a quick summary of the call, you called in because you were receiving unwelcome
calls and what I did for you is:
 1ST, I’ve reassured you that your service will not be disconnected and that what you
received is just a scam call.
 1st, I activated overseas call blocking to minimize the volume of unwelcome calls you are
receiving.
 2nd I’ve also provided you with an alternative solution such as the Telstra call guardian
handset.
 3rd, I’ve provided you with the website of the Australian Government which deals with
scams, Scamwatch.
 4th, I’ve set the proper the expectation about that the overseas call blocking , namely
that it will take effect within 24 hours and that it is not a 100% guarantee.
 5th, I will ask you now, aside from what we’ve already discussed with you, is there
anything else I can help you out with?
                    001 Tab then A then Tab again.
                    002 Tab then A then Tab again.
                    009 Tab then A then Tab again.
                    011 Tab then A then Tab again.
                     0011 Tab then A then Tab again.
                    008 Tab then A then Tab again.
                    006 Tab then A then Tab again
 In that regard, we need your help, if you receive a call from someone claiming they are
from Telstra without you contacting us prior to that specific interaction, that is a scam
call and please disconnect the call immediately.

 Practical tip:
 Just a practical tip coming from some of our senior citizen callers who also receives
unwelcome calls, what they do to easily and conclusively determine if the caller is
legitimate or not is they swear at the caller.
 If the caller swears back then you already know that the caller is not legitimate.
 Telstra/NBN employees will never swear back, we will only give our customers three
warnings that we do not tolerate profanity and then we’re going to disconnect the call.

Referring a customer to NBN Co.

As you know, all Telstra infrastructure be it overhead wire or underground cables are now
being handed to the Australian government through the National Broadband Network.
Eventually all telecommunication infrastructure will be managed by the National Broadband
Network. Based on our online map here, it appears that all infrastructure in (customer’s
address) is already the responsibility of the National Broadband Network.

As such we need to provide you with their contact number to have the damaged infrastructure
rectified.

If the area is highlighted in violet, it is already the responsibility of NBN.

If the area is highlighted in brown, it is still the responsibility of Telstra.

NBN Co.(NBN P&E concerns) 1800687626

AUSSIE REP - 0282767039

DEDICATED DAMAGES TEAM –1800801915
CFBU        1800054253
CNI - 1800642882
Hobart Damages 1800642292
OPTUS DAMAGES - 1800505777
ISA-help desk-1800704755
NBN Co.(NBN P&E concerns) 1800687626
NBN BILING -1800007394
Network Integrity ( 1800810443 )
stay connected 1800774298
PAYPHONE  1800772346
BUS FAULTS 1800803136--
RES FAULTS-1800803224
RRADIO 1800772346-mobile
Aerial Asset Coordination - 1800047909
Rural Radio 1800772346
TELSTRA TV 1800087688
TELSTRA VELOCITY--1800002994
1221 - international faults
 
 
Plan services - 1800653935 (if dial before you dig plan is      insufficient)
 
SERVICE CARRIER INFO 133477
Complaints - 1800629272
Network Integrity - 1800810443
Credit Management - 1800738224
1800066594-bp direct
AGENCY SUPPORT  - 1800227463.CR
 
collection co meant for someone else
 
HFC Lead In @ 1800135103
Landline Lead In @ 1800051245
Let me reassure you first, upon checking our database, there is no record of any Telstra/NBN
employee getting in contact with you about disconnection. Let me stress out that the call that
you received is just a scam call and those people don’t have access to Telstra infrastructure to
cut off your line. They cannot do it.

Straightaway to the bottom line, Telstra is still developing the technology that can block those
scam calls that our subscribers are receiving. Possibly, in the next six months or so it will be
available.

The main reason why we cannot block them right now is because the technology the scammers
are using is quite advanced. They are no longer using those old-fashioned landline telephones
or old-fashioned mobile handsets that we can easily track and block, what they are using
nowadays is called VOIP, V-O-I-P which stands for voice over internet protocol.

This technology is problematic because it allows the scammers to change their number at will.

So, what does that mean?

It means that even if we trace and block all those numbers that our subscribers are reporting
the scammers can simply generate a new number that is not traced nor blocked via their V-O-I-
P system.

To be honest, here in the unwelcome calls department all that we could provide at moment
you are some suggestions to possibly minimize the volume of unwelcome calls you are
receiving.

As for one of our suggestions, we can activate overseas call blocking on your landline because
based on our investigation, most of the unwelcome calls originate from India, Pakistan, Africa,
Bangladesh and Nigeria.

But then again, it will only block those scammers who are still using the old-fashioned landline
phones or old-fashioned mobile handsets, but it will not stop the VOIP calls that you are
receiving.

Some additional information for you, Telstra devised an interim technological device, or a
stopgap device if you will, just until we develop the technology to permanently put an end to
these VOIP scam calls.

Mind you this telephone handset is not for everyone, because first it is paid and second it could
be considered as an extreme solution, that is not applicable for a lot of people but nevertheless
this technology is already available.

It is called the Telstra Call Guardian Handset, basically it is a telephone that works backwards.

What does that mean?

Once you plug it to the socket, it will automatically block all calls including the VOIP ones that
I’ve mentioned, however it is up to you to save numbers that you trust on that telephone and
only those numbers will be able to contact you. All other numbers that are not saved on the
telephone will be blocked automatically, and it won’t even ring if it doesn’t recognize the caller.

The Telstra Call Guardian can be programmed to ONLY accept the numbers you want to accept
calls from and the phone will reject ALL other calls. 

Again, this is not for everyone, this is mostly geared towards our senior citizen callers who live
by themselves but if you are interested, for more information like pricing and availability, just
drop by or call your nearby Telstra stores.

Some further information for you might want to check out the Australian Government’s
website on scams, it is called Scamwatch and you could visit it on www.scamwatch.gov.au

Just a quick summary of the call, you called in because you were receiving unwelcome calls and
what I did for you is:
1st: I’ve given you an overview of what VOIP is and what p
2nd

Just a few reminders:

1st: The overseas call blocking that I’ve activated for you will fully take effect within
24 hours.
2nd: Since most of the scammers are already using VOIP or voice over internet
protocol, the overseas call blocking that I’ve set up for you is not a 100% guarantee
that you will no longer receive unwelcome calls. So just in case you still receive scam
calls even though overseas call blocking has been already activated for you, just
continue what you’re doing and hang up on them and possibly in the next six months
or so, there would be a permanent solution in place to completely stop all the
unwelcome calls our subscribers are receiving.

Hang up calls explanation:

Let me explain why are you receiving these hang up calls.

The scammers are utilizing what we call auto dialers which dials thousands of random numbers
per minute be the

NBN OS blocking                                                                                                                        Back to TOP

 
(Customer's name) id'd dob and address. Customer called in to activate OS calls. <br><b>
Advised this will help reduce scam calls, but will not stop all eg VOIP calls <br>
NBN line</b><br>
pos1 *001* <br>
pos2 *011* <br>
pos3 *009* <br>
pos4 *0011* <br>
pos5 *002* <br>
pos6 *008* <br>
pos7 *006* <br>

(Customer's name) Id'd name, address, dob <br>

Receiving calls from  Telstra Technical support team, or calls from Nicole regarding <br>
NBN connection , and her service will be disconnected w/ 24 hours/days <br>
Internet , some ones using her internet to illegal use from overseas . <br>
Advised customer about hackers and scammers from overseas , and this is their way of getting
information from them (customers). <br> Offered to blocked overseas calls.  <br>
Customer understood  and accepted Blocking from overseas . <br>
<b> ECCDS </b> requested on all overseas calls due to scam calls <br>
Advised this will help reduce scam calls, but will not stop all eg VOIP calls <br>

Programming done in WOZTERM <br>

Pos1**001 <br>
Pos2**002 <br>
Pos3**009 <br>
Pos4**011 <br>
Pos5**0011 <br>
Pos6** 008<br>
Pos7**006<br>

Just for your information, the scammers are no longer using the old-fashioned landline
telephones or old-fashioned mobile phones. What they are using right now is called VOIP which
stands for voice over internet protocol.
Transfer from <b>DELTA</b> <br>
<b>NAME</b> ID’d thru name, billing address, DOB <br>
Customer’s service is <b>PREPAID/POSTPAID</b>
Customer is receiving (type of calls, what kind of call are they getting and coming from what number,
what are they saying) on his/her mobile <br>
Customer wanted mobile blocking. Advised customer that we can only do blocking on a home
phone/landline number. <br>
Advised customer to manually block the calls on their mobile <br>
Advised the customer that they can download and install 3rd-party call blocking apps <br>
Also, advised the customer about Mobile Protect <br>
Provided the link, https://www.telstra.com.au/ plus a brief overview  <br>
Customer requested for a Mobile Protect walkthrough guide via email: email <br>
Advised customer that instructions on how to use the feature will be sent thru email within 3-5 business
days. Webform Sent to BOH.<br>
Advised to call UWC open Monday to Sunday from 6:00 – 24:00 AEST on 1800 805 996 <br>

0296424130
Missing/Broken Pit Lid

 Has an incident occurred? (Including personal injury and private equipment damage)
Is it an inquiry for a relocation of the Pit/Pillar/Over Head Wire or Underground cable?

Does the damaged equipment belong to Telstra?

Telstra pits and manholes can usually be identified by looking at the surface of the pit or manhole lid. Ask the customer if the surface of the pit or manhole
lid is labelled with a Telstra descriptor. E.g. Telstra, the Telecom T symbol, PMG.

Is the caller reporting a Hazard In Plant (eg bees in PIT)

Is the PIT Dangerous to the public?

Is the damaged Plant & Equipment located in a CBD or a high traffic area, e.g. school, hospital?

Do you know whether the damage was a result of Natural Causes/Fair Wear and Tear or Person/company?

How did the Damage occur

When did the Damage occur
Location of the Damaged Pit
Are there any known effected services.

Overhead wire down

Has an incident occurred? (Including personal injury and private equipment damage)
Is the caller requesting Telstra to visit site to check the height of the overhead cable.

Is it an inquiry for a relocation of a Over Head Wire?

Advise the customer not to touch the Over Head Wire. All Over Head Wires are treated as DANGEROUS as they could carry "live current".

Was the damage the result of Natural Causes and/or Fair Wear and Tear?

Cable cut underground

Has an incident occurred? (Including personal injury and private equipment damage)

Is it an inquiry for a relocation of the Pit/Pillar/Over Head Wire or Underground cable?

Does the damaged equipment belong to Telstra?

Telstra pits and manholes can usually be identified by looking at the surface of the pit or manhole lid. Ask the customer if the surface of the pit or manhole
lid is labelled with a Telstra descriptor. E.g. Telstra, the Telecom T symbol, PMG.

Is the caller reporting a Hazard In Plant (eg bees in PIT)

Did the customer obtain a plan from Dial Before You Dig?

Consultant Instruction

Enter the response into the case notes.

Can you identify the colour of the cable?

 
Can the person or company who caused the damage be identified?

How did the Damage occur

When did the Damage occur
Location of the Cable Cut Damage
Colour of the Cable
Size of the Cable
Are there any known effected services.

Or
Name of Damager
Company Name of Damager
Postal Address of Damager
Phone Number of Damager
How did the Damage Occur
When did the Damage Occur
Colour of the Cable
Size of the Cable
Network/Lead-in (Parallel to road or entering property)
Dial-Before-You-Dig Plans Obtained
Dial-Before-You-Dig Sequence Number
Are there any known services affected (Y/N)
Would you like to be contacted upon the field visit? (Y/N)
 
Network Integrity ( 1800810443 )
TPLAT Spiel: (Hacked)

I can recommend a department that will be able to help you out, they can run a complete scan
of your device over the phone right now and detect any kind of virus left by the hackers.

Once they detect it, they can remove it for you to make sure the scammers won’t be able to
access your personal files.

Once done they’re still going to provide you with support in case this happens again.

However, it is a paid service I think it’s $10 to $15 dollars, they’re called the Telstra Platinum
Team.

I can you transfer you over right now to their department and they can tell you more about
what they can do for you to protect you and your personal information be it sensitive or not
from the hackers.

If you like the services they are going to provide you, you can go ahead and avail of a
subscription, if not it’s okay as well.

The choice is always yours, so yeah, would like me to transfer you over right now?
*TPLAT Spiel – Mobile Protect

Let me provide you with information first.

Here in the unwelcome calls department, we don’t have access to your personal mobile device
therefore, we cannot remotely access it help you place blocks on it. Bottomline is you would
have to place the blocks by yourself.

What we usually for our customers reporting about receiving unwelcome calls on their mobile
devices to their mobile manufacturers such as Samsung for android devices or Apple or.

But I can recommend a better department that can help you out for fee, if you are not a
technical person to navigate the settings on your phone, we have the Telstra Platinum Team to
help you.

They can remotely access your mobile phone to set up the blocking for you and you can ask
them all the questions that you want.

They can help you in installing what we call Telstra Mobile Protect on your phone, which is an
application for mobile phones that Telstra made to help our customers in filtering and blocking
unwelcome calls.

The Telstra Platinum Team provides support across all devices including but not limited to
mobile phones, laptops, and desktop personal computers.

In addition to helping you block unwelcome calls, they can also help you run virus scans on all
your devices to make sure that they’re all running virus free and in optimal performing
condition.

What we usually do is we recommend our customers to download a third-party app named

HIYA, H-I-Y-A, it’s free and available in Google Play Store if you have an android or in the App
Store if you have an apple device.
Welcome to Telstra, this is Mark from the Dedicated Damages team, let me help you log the
report for the damage so that we could have it rectified.
Let's start with the complete address where it is.
I'm going to ask you a few standard questions please just respond with a yes or no.

Our system is currently undergoing maintenance and as such we cannot log any reports at this
time. You may call us back in an hour or two so that way when our systems are already up we'll
be able to address your concern.

Spoke with <b></b> verified through name, dob and billing address. <br>
Customer still receiving disconnection scam calls from callers pretending to be from NBN. <br>
Informed customer about Telstra Call Guardian and Scamwatch and VOIP calls. <br>
Informed customer about Scamwatch.<br>
Informed customer about VOIP calls and that overseas call blocking is not 100% guarantee<br>

Customer contacted just to let us verify if what they've received is a scam call or not. <br>
IFC

What is the exact number that you dialed?

I know that you are having difficulty, trying to contact an international number but this is just
one of our standard questions okay, are you able to make local calls?

Alright, here’s what I’m going to do for you, I’m going to use our overseas telephone here that
could contact any number on the planet and dial the number that you provided to me.

If I get the same error that you are getting it could only mean one thing, there is an issue with
the number that you are trying to dial.

If you cannot contact the number and we cannot contact the number as well it means that the
issue is with the number that you are trying to contact.

Possibly there is something wrong with the device that you are trying to contact like the

landline or the mobile phone.

Possibly there is an exchange congestion.

Skip to end of metadata

 Created by Josh Kolka, last modified by Shannon Salak on 09 Aug 2019
Go to start of metadata

SCAM CALLS     

Telstra understands that receiving scam calls is both frustrating and inconvenient. Unfortunately, no one is
immune to calls from these unscrupulous scammers. Telstra is unable to take action against these overseas
scammers, but we do have some options and information that may assist in the reduction of the calls you
receive.      There are many known scams currently operating in Australia, such as Telstra/Microsoft Technical
Support, Insurance/Accident scam, ATO scam, Solar Panels, Global Opinion, Holiday scams and many more.
If a number is displayed and you have internet access, enter the number in your search engine and you will find
that various websites will have information on “Who has called you” and whether they are known scam
numbers.       Frequent hang up calls are signs of a possible scam call. Some are “silent calls” or hang up calls
and are usually done via a computer (auto/predictive dialler) which just continues to auto dial number after
number and then allocates the answered call to a consultant. If no consultant is available at the time the call is
answered on your side this is when you get no response – the “silent call” or the hang up. Please hang up
immediately.  Do not get into a conversation or argument. Their equipment can be programmed to display to
you any number they like so you think the call is actually from Australia but these are generally originating off
shore and using VoIP/Internet ( data calls) to make the calls.       The practice of using numbers in this manner
is known as “spoofing”. It is a practice commonly used by overseas scammers where they will randomly use
any Australian number (connected numbers, disconnected numbers, mobiles and landlines) so that when their
call enters our telephone network via their VoIP/Internet data calls, it then displays to people as a call from that
number. 

Will having a Silent Line Help?       

Having a silent number will prevent your number being published on legitimate sites like white pages and
yellow pages, but the numbers dialled by scammers are usually computer generated.   E.g., Scammers will ring
all numbers in a range from e.g. 0263495xxx to 0263496xxx. If your number falls within that range, regardless
of having a silent line, you will receive a call.  Databases of contact names, numbers and addresses can be
purchased online from many different sources. Check online sites such as Reverse Australia. Even though your
number may be silent now, if it wasn’t when you first connected it your details will still be listed as the last
found.     

Will changing my Number help?   

Whilst changing the number may provide some initial relief, these calls are done randomly, and the next group
of numbers dialled, may include your new number.      We must have authorisation from the Account holder or
authorised representatives on the account to activate any of the options listed. 

Acorn and Scamwatch

are government initiatives which have valuable information regarding these types of communications, from the
types of scam calls you may receive to Identify theft.   Their websites are listed below for your information. 
Scamwatch - Scamwatch is run by the Australian Competition and Consumer Commission (ACCC). It
provides information to consumers and small businesses about how to recognise, avoid and report scams. 
Acorn -The Australian Cybercrime Online Reporting Network (ACORN) is a secure reporting and referral
service for cybercrime and online incidents which may be in breach of Australian law.    Acorn
- https://www.acorn.gov.au/ and Scamwatch - https://www.scamwatch.gov.au/.  
For Telemarketing calls: 
Telstra recommends you register your service with the Government Do Not Call Register – you can call
1300792958 or visit www.donotcall.gov.au and your number will then permanently be on this ‘do not call’ list.
This will only stop genuine telemarketers not the scam calls. If you do not want to receive Telstra
telemarketing calls, or for information on our telemarketing opt out process, call us on 1800 039 059 (9am-
7pm AEST Monday to Friday, excluding public holidays).

Ways to reduce scam calls     

HOME PHONE – CALL FORWARD SELECTED CALLERS =/BLOCKING   If you are able to identify the
number calling you, we can activate Call Forward Selected callers on your service. This product is free of
charge and has 15 positions. This would block the callers from be able to reach your service. We can also
block incoming calls from ALL or particular countries which may reduce the number of scam calls you
receive. Generally these types of calls originate from an offshore location and can be made via normal
telecommunications service or VOIP/IP e.g. skype. International blocking may not work for VOIP/IP calls as
these do not traverse the international network in a traditional manner. The only difference you will notice is
that the dial tone has changed. It will change to a diversion tone which sounds like a long engaged signal.   

NBN
Blocking Numbers    If you are able to identify the number calling you can block selected callers to your
service. This service is free of charge.  We can also block incoming calls from ALL or particular countries
which may reduce the number of scam calls you receive. Generally these types of calls originate from an
offshore location and can be made via normal telecommunications service or VOIP/IP e.g. skype. International
blocking may not work for VOIP/IP calls as these do not traverse the international network in a traditional
manner. NBN blocking should also be available to self-manage through the MyAccount web portal in the
coming months.   

Screening phone calls Call Guardian - home line:   

There are now handsets available to rent or purchase, in fixed or cordless, that are capable of filtering nuisance
or scam calls. The Telstra Call Guardian phone will actively screen your calls for you. It incorporates multi-
award winning Qaltel Call Blocking technology.  • Filter incoming calls and decide whether to accept or reject
them.    • Blocks up to 1,000 numbers while your saved contacts get straight through   • Quick access Call
Block button.       The Telstra Call Guardian can be programmed to ONLY accept the numbers you want to
accept calls from and the phone will reject ALL other calls. This is now the most powerful defence against
these scammers.   More information on this is available here:    https://www.telstra.com.au/home-
phone/handsets#features.    These phones can be purchased at Telstra Retail Stores or rented from Telstra and
added to your account. To organise this please call 132200.     

MOBILES   
Mobile protect is recommended for unwanted/scam calls as this feature has more options than blocking
numbers in your mobile settings. The following information includes options for both post-paid and prepaid
mobiles.   

MOBILE PROTECT
available on most non business post-paid mobiles. Telstra has a free feature, Mobile Protect. This feature may
be able to assist in stopping ALL communications from Unwelcome Callers, including their ability to leave a
voicemail. 
Its main purpose was to assist parents with control over their children’s mobile phones on their account,
incoming and outgoing calls, sms, mms and internet data usage, but the call blocking can also be used to assist
with nuisance calls, even private numbers. This feature can be added and managed through Telstra
MyAccount.
You can use it to:
• Block incoming and outgoing calls, SMS, and MMS from specific numbers
• Restrict mobile internet access to specific websites, or restrict access to certain online content
• e.g. block websites categorised as having adult content, gambling, hate speech, or criminal skills
• Restrict times for SMS, MMS, voice calls and mobile internet browsing
• e.g. you can restrict access to mobile internet browsing during the hours of 9am and 3pm (school hours) or at
night to prevent distractions
• Set up a list of numbers that ignore the time restrictions you’ve set up to:
• Call or send an SMS or MMS • Receive calls, or an SMS or MMS
• Manage as many eligible Telstra mobile services as you want Note: We cannot guarantee Telstra Mobile
Protect restrictions will work when you roam internationally with your mobile service. Using the Telstra
Mobile Protect dashboard on your mobile or tablet
• The Telstra Mobile Protect Dashboard is available from My Account
or https://www.my.telstra.com.au/myaccount/home
• You can access My Account through your regular browser on your mobile or tablet (e.g. Safari on iPad)
Telstra Mobile Protect doesn’t work with Wi-Fi
• Mobile internet restrictions only work if the mobile service accesses the mobile internet using the Telstra
Mobile Network (our Next G network or our 4G network)
• If the mobile service connects to the Internet using Wi-Fi, the restrictions won’t work Note: If you are
concerned about this, we suggest you block access to the Wi-Fi network at home. If you need any assistance
with Mobile Protect, please contact the Telstra Mobile Protect Support Group on Live Chat at Telstra.com or
Mobile Assurance 125111. If you need assistance with MyAccount, please call 132200 – billing.

PRE-PAID MOBILES 
 IF you have a pre-paid mobile. Mobile Protect can be added to a pre-paid but ONLY if you, a family member
or friend, has a post-paid mobile. They can set up that post-paid mobile via the process and then 'sponsor' your
prepaid mobile.  This will give you more options as to blocking calls. It is a free feature. Mobile Protect is the
most effective solution we can offer.      How to get Telstra Mobile Protect for a Pre-Paid service    Log into
My Account. If the Pre-Paid service has been added to your account, select that service in the Plans & Usage
tab.   ·       If it is not part of My Account, you can add the service within Telstra Mobile Protect    ·       Select
'manage' in the Telstra Mobile Protect banner then select 'add additional    service' ·           Type the number
and select 'Confirm'    ·       When the SMS request arrives, reply with 'Yes'    ·        Soon you will have access
to set the features as outlined above 

BLOCKING ON A SMARTPHONE     
Block the calls and SMS on your mobile handset* For ANDROID devices:   1. Click your PHONE button to
make a call   2. Click the MENU button   3. Select BLOCKED CALLERS   4. Press Menu to add callers to
list5. That is it! Those numbers you added will now be blacklisted from calling you.     

For IPHONE devices: 

 1. Go to the Messages app/phone log   2. Tap on the message/phone call from the spammer   3. Choose details
on the top right hand corner   4. There will be phone icon and a letter “i” icon across from the number. Tap on
the “i” icon   5. For calls  - Scroll down to the bottom of the page and then tap on Block this Caller   6. For
texts – Tap on the name of the sender then scroll down and tap on Block this Caller   

If your handset is an iPhone, you can also block ‘no caller ID’ calls by following the below process:     
1) Go to settings 
 2) open "Do Not Disturb"   
3) slide on "Manual"   
4) tap on "Allow Calls From"   
5) Select "All Contacts"       
All calls from numbers not on your contacts list will now be blocked. You can however still see all presenting
numbers that attempted to call you as missed calls. Verify the numbers and if legit, add them to your contacts
list to receive any future calls from them.       Please note if you have Messagebank turned on calls from
anyone not in your contacts list will not ring on your handset but will go to messagebank and you will get a
Missed Call notification. Genuine callers such as hospitals, schools, businesses etc. that may present as ‘no
caller ID’ will generally leave a message and a contact number to get back to them.       If Messagebank is
turned off, the call will just be blocked and you will see the call as a missed call in the phone log.      If your
handset is any other than an iPhone an internet search on blocking ‘no call ID’ calls on your particular handset
may assist.       If no smart phone or post-paid – check on your internet browser to see if there is a way to block
calls on your particular handset.   

PREMIUM SERVICES/SUBSCRIPTIONS
Telstra is unable to stop subscriptions or block calls to mobile services via the ‘network’. You can
inadvertently subscribe by even clicking on a banner in an app or an ad even for a few seconds. You will not
know most of the time that you have even subscribed. The third party bills Telstra and then we pass the charge
onto the end user. http://www.19sms.com.au/ 
The above site is a link that you can enter a premium SMS number (starting with 19) and the date the SMS was
billed to you (refer to your Telstra bill) and it will tell you if it is a subscription or not and a number to contact
for that company. Once you have resolved the issue with the identified party, if you wish to have premium
SMS services barred from your phone numbers preventing this type of thing from happening in the future, then
please contact Telstra Mobile team on 125111 or 24/7 live chat at https://www.telstra.com.au/chatnow/landing.

MALICIOUS CALL TRACE     

This is not the ideal option for scam calls as most calls originate from overseas and their numbers are often
masked using a random Australian number. Therefore, the number displayed would receive the warning letter
and not the actual scammer. Telstra is unable to release details on the number traced, therefore we are unable
to block the number on the landline or release the number for you to block on the mobile.      As mentioned
previously, Telstra is unable to trace/ take action if the caller is identified as being from Overseas or via
VOIP/Internet.     

Life threatening/unwanted calls from within Australia:

If you suspect you are receiving life threatening calls (contact the police immediately) or for unwanted calls
from within Australia, Telstra can activate a free 30 day call trace to your service. The purpose of this trace is
to gather evidence of the calls in order to issue the suspect with a warning letter. Telstra follows the guidelines
published by ACMA (ACIF Code C525:2017) in resolving unwelcome communications issues. Telstra will
send/request a warning letter to be issued to the owner of the service making the unwelcome calls but these
communications MUST meet one of the following criteria:
• 10 communications received from the same number within 24hours
• 3 communications received from the same number within a period greater than 24hrs but less than 120hrs
(i.e. over 2-5days)
• A pattern of communications from the same number within the 30 days (e.g. Every Monday)
Please keep a record of the exact time and date of the unwelcome calls/communications, noting whether they
are calls, sms or mms and report these to us at least weekly or as soon as one of the criteria is met. Your phone
number and the dates and times of the communications will be included in the letter but Telstra does not
disclose your name or address. Please note, Telstra is unable to trace/take action if the communications are
originating from Overseas, a Payphone or via VoIP/internet (data calls). If you have any exact dates/times of
any communications you have received over the past 2 weeks please provide these. Once we activate the trace
we may be able to take immediate action on these for you if 1) we can get a successful trace and 2) they meet
one of the criteria above. 

We need your permission to disclose your number for the purpose of sending the warning letter. We need to
know that “PERMISSION IS GRANTED TO RELEASE NUMBER”. No other information is released.