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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  

To submit a claim, complete our Identity fraud claim form. If you have any questions you can chat to us 24/7 in the My Vodafone app (for the best experience). You can also call 1555 from your Vodafone phone, or 1300 650 410 from any phone. 

What you’ll need 

Before you lodge a claim, make sure you have: 

  • Photo ID  - Your ID should show your current residential address. All IDs except passports must be Australian‑issued.
  • Police report or event number - You can get one from your local police station or via the Police Assistance Line (PAL), which is available nation wide on 131 444.
  • Detailed description of your claim.
  • Supporting documentation - This can be a letter or invoice you’ve received from Vodafone showing the fraudulent connection or upgrade. If you don't have these, debt collection letters or emails about the account can be used instead. 

Please note: If the information provided is incomplete, we may not be able to assess your claim and it could delay the outcome. 

What happens next 

  • We'll investigate your claim within 5 business days.
  • Our credit team will contact you by email or mail to let you know the outcome. 

If you disagree with 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.

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