Investigate spam and scam calls
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What to do when one of your customer's numbers is reported for spam or scam calls, and how to avoid the account being suspended.
If a customer’s number is reported several times as suspicious to the ACMA, the support team may ask you to investigate. You check whether the calls are legitimate and collect evidence from the customer. If the calls can’t be explained, the account may be suspended.
Before you start
Section titled “Before you start”- The notice usually comes by email from the support team to your registered partner email address.
- Start the investigation as soon as you get the notice, and reply within any deadline it gives.
1. Check the number
Section titled “1. Check the number”- Search the number on a reverse number lookup website and look for complaints.
- Check the calls made from the number in the customer’s call records. See Reports and service status.
- Search the number online. Check whether it’s linked to the customer’s website or services.
- Call the number and note how it’s answered.
2. Weigh the evidence
Section titled “2. Weigh the evidence”| What you found | What it suggests |
|---|---|
| Many complaints on lookup websites, or calling back reaches an IVR (automated menu) | High confidence of scam calls. |
| No complaints on lookup websites, but calling back reaches a disconnected number or voicemail | Weak evidence of scam calls. |
3. Contact the customer
Section titled “3. Contact the customer”As soon as you can, contact the customer and collect evidence that the calls are legitimate. For example:
- call recordings;
- documents that show the calls are for legitimate telemarketing or surveys, including consent to contact for cold calls.
Send the evidence to the support team, replying to the original notice or through a support ticket.
Check it works
Section titled “Check it works”The support team confirms the investigation is closed, and the customer’s account stays active.