Identity fraud

This policy applies where you are claiming that you have not signed a contract with Vodafone Australia PTY Limited or Vodafone Network Pty Limited.

Identity fraud takes place when someone has fraudulently used your identity to sign up or upgrade a mobile service with Vodafone. This is usually the result of your ID or personal documents being used without your permission.

Identity fraud can occur when:

  • Your wallet is lost or stolen.
  • Someone has broken into your home or car.
  • Mail that could be used to obtain credit has been taken from your letterbox.
  • A friend, roommate or family member uses your ID.

For more information on identity fraud and how to prevent it, visit the Scamwatch, the Australian Federal Police and iDCare sites. iDcare is an Australian and New Zealand national identity theft support service. They offer personalised support to individuals who are concerned about the personal information.
 

How to submit an identity fraud claim.

  1. Your full name and contact details including address, contact phone number. If we can't contact you via phone then we'll get in touch through email, so it's important to include this as well on the Statutory Declaration.
  2. A copy of your ID documents. For more information about ID documents read our support article. One of these must show your current residential address and all ID (except passports) must be issued in Australia.
  3. Any documentation you've received from Vodafone showing the fraudulent connection or upgrade such as a welcome letter or recent invoice. If you dont have any of these then any information that you can supply such as mobile or account numbers, or letters received from Debt Collection Agencies will help get the investigation resolved quickly.
  4. If you've reported the incident to Police then a copy of the police report or Report Event Number needs to be supplied.
  5. A Statutory Declaration witnessed and signed by an authorised signatory. See a list of the authorised witnesses. Download the   Statutory Declaration Form Statutory Declaration Form  which needs to be filled in full before the investigation can take place.

Once all five of the points above are completed the documents can be sent to the Fraud Team for investigation.
We will contact you by phone and email to confirm we have received your information and are beginning our investigation.
The investigation can take up to 10 business days to complete. If your request is urgent, let us know and we will do our best to complete this urgently for you.

Once the investigation is completed the Fraud Team will contact you either through email or mail to advise the outcome. The contact will include a scanned copy of the Investigation Closed letter, which details any other action taken as a result, such as, the removal of a default on your credit file.
 

Contact details of the fraud team

You can submit your identity fraud claim by email to credit@vodafone.com.au. You can also submit by fax to 1800 656 866.