This policy applies where you are claiming that you have not signed a contract with a Vodafone entity, including: Vodafone Australia Pty Limited, Vodafone Hutchison 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 someone else has your personal information. This can arise from situations such as:
your wallet is lost or stolen;
someone has broken into your home or car;
mail that contains personal information has been taken from your letterbox, or from your paper recycling bin;
malware on a PC you have use has accessed personal data you have on that PC, or you have provided to a website you have visited; or
someone who has information about you, such as a colleague, friend, roommate or family member uses your ID.
For more information on identity fraud and how to prevent it, visit 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
If you think someone has fraudulently connected a mobile service under your name please contact us on 1555 from your Vodafone phone or 1300 650 410 from any phone to discuss the matter before lodging a claim.
We’ll provide you with the information you need to launch an investigation otherwise you may experience delays. Please ensure you have with you any documents or information you’ve obtained that makes you suspect fraud has occurred. We’ll use this information to let you know what the next steps are.
After you’ve spoken to us, we’ll ask you to provide a statutory declaration, proof of identity and a police report number. If you feel you cannot provide everything, get back in contact with our customer care team on one of the contact numbers above.
When filling out your statutory declaration, please remember it’s a legal document and using false or misleading information is a prosecutable offence.
What documents do I submit?
The police report or event number must be supplied as part of your documentation
Copies of your ID. 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.
We also need you to include any documentation you've received from Vodafone showing the fraudulent connection or upgrade such as a welcome letter or recent invoice. If you don’t have any of the documentation above, then please supply as much information as possible in your statutory declaration. This information might include mobile account numbers, letters from debt collection agencies or emails regarding the account. The more detail you give us, the quicker we can process your investigation.
The process can take up to 10 business days to complete.
Once the process is completed the Credit 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.
If you wish to dispute the outcome further you will need to call our customer care team on 1555 from your Vodafone phone or 1300 650 410 from any phone. Claims will only be re-investigated if new or additional information is provided.