Identity Fraud

If you’ve unknowingly been signed up to a Vodafone plan without your permission then you could be a victim of identity fraud.

Identity fraud can occur when someone has used your ID or personal documents without your permission to sign up or upgrade a mobile service with Vodafone. This can happen when:

  • 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.
  • 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 Scamwatch and the Australian Federal Police.

If you’ve experienced another type of fraud, check out our general fraud support page.

How to submit an identity fraud claim

Before you lodge a claim, please call us on 1555 from your Vodafone phone or 1300 650 410 from any phone so we can provide you with the information you need for the investigation to help speed up the process.

We’ll then ask you to provide:

  1. The police report or event number.
  2. A Statutory Declaration that is witnessed and signed by an authorised signatory. See a list of the authorised witnesses. Download the Statutory Declaration Form, this must be completed in full before the process can commence. Please remember that providing false or misleading information is a prosecutable offence.
  3. Copies of your ID including one that shows your current residential address. For more information about ID documents read our support article. All ID except passports must be issued in Australia.
  4. 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 these, then please supply as much information as possible in your statutory declaration such as mobile account numbers, letters from debt collection agencies or emails regarding the account.

You can submit your identity fraud documents by email to ID.Theft@vodafone.com.au

It can take up to 10 business days to process your investigation. Our credit team will contact you either through email or mail to let you know the outcome.

If you wish to dispute the outcome further you can contact our customer care team. Claims will only be re-investigated if new or additional information is provided.