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. For more information on identity fraud read our support article.

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. You can visit their website or contact them via phone on 1300 432 273

To submit an identity fraud claim, the following information is required: 

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  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:

Vodafone Hutchison Australia
Fraud Department
Email: (preferred)
Mail: PO BOX 2580KDC 
FAX: 1800 656 866