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Reduce unwanted and scam calls

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Australia only

Block scam and nuisance calls and SMS, and report repeated unwelcome calls so they can be investigated.

You can stop many scam and nuisance calls before they reach your phones, and report calls that keep coming. This page covers blocking calls in your PBX and on your phones, staying safe, and reporting unwelcome calls and SMS.

Block calls in your PBX

Section titled “Block calls in your PBX”
To do this Use
Block specific numbers or hidden numbers across your whole PBX, for calls and SMS Global blocklist
Block specific numbers or hidden numbers in one part of your call flow Blocklist
Send calls from other countries or area codes somewhere else GEO routing

To block a number for the whole PBX:

  1. On the PBX tab, go to Settings › Global blocklist.
  2. Click Add number, enter the number and an optional comment.
  3. Turn on Block anonymous calls if you also want to reject hidden numbers.

Blocked callers hear a busy signal. See Global blocklist for all the settings.

Calls to high-risk international destinations are blocked by default. You can ask for other overseas destinations to be blocked too. See International restrictions.

Block calls on your phones

Section titled “Block calls on your phones”
  • Mobiles: most phones can block numbers and filter suspected spam. See Number spoofing for the iPhone and Android settings.
  • Call-blocking apps: if your phone’s own filter isn’t enough, try an app such as Hiya, Truecaller or Call Control. Their basic versions are free; premium features cost extra.
  • Landline phones: some have call blocking built in. If yours doesn’t, you can buy a separate call-blocking device.

Stay safe

Section titled “Stay safe”
  • Trust your instincts. Be wary of calls and SMS you didn’t expect, even if they seem to come from someone you trust.
  • Never give out personal or account details, make an urgent payment or let a caller access your computer.
  • Watch for common tricks: prizes, well-known logos, repeated calls or SMS, recorded messages and links in SMS.
  • Don’t return missed calls or SMS from unknown international numbers.
  • Let unknown numbers go to voicemail. Before calling back, check the number against the organisation’s official contact details.
  • Don’t click links in SMS you weren’t expecting.
  • Be careful what you share on social media and online.
  • Turn off features and ports you don’t use, such as remote call forwarding and remote desktop access. Protect the ones you use with strong passwords.
  • Replace default passwords on portals, routers and handsets with strong ones, and change them regularly.
  • Never share your passwords or PINs.

If you think you’ve lost money to a scam, contact your bank straight away. See Scam guidance for common scams and what to do next.

Stop telemarketing

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  • Calls: register your home, mobile or fax numbers on the Do Not Call Register. It’s free. Telemarketers and fax marketers have 30 days to stop contacting the number. You can remove a number later if your situation changes.
  • Email and SMS: use the sender’s own unsubscribe method, such as replying STOP or unsubscribing on their website. Take care with links in marketing emails and SMS.

Report scam calls and SMS

Section titled “Report scam calls and SMS”

Report scams to Scamwatch. You can also report them to the support team.

Report repeated unwelcome calls or SMS

Section titled “Report repeated unwelcome calls or SMS”

If you keep getting unwelcome calls or messages from the same source, the support team can investigate under the Communications Alliance industry code for handling unwelcome communications.

You can report unwelcome communications to the police at any time, as well as to the support team.

1. Record the calls or messages

Section titled “1. Record the calls or messages”

To show a pattern, you need one of these:

  • 10 or more unwelcome communications in a 24-hour period
  • 3 or more unwelcome communications spread over more than 24 hours and less than 120 hours
  • unwelcome communications at consistent or regular intervals

For each one, record:

  • the time and date, and roughly how long it lasted (to the nearest minute if you can)
  • the calling number or other identifier, such as an email address, if you know it

2. Send the details to the support team

Section titled “2. Send the details to the support team”

Contact the support team with your records.

3. The investigation

Section titled “3. The investigation”
  1. The support team checks whether your records show a pattern of unwelcome communications.
  2. If they do, and you agree, the support team contacts the provider of the service the communications come from.
  3. That provider sends warning letters to the person responsible.
  4. If the communications continue after 2 warnings, a third and final warning is sent. Further options then include suspending or disconnecting the service used to make them.

If you keep getting unwelcome communications at any point, keep recording them as in step 1 and report them to the support team.

Limits

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  • Strict industry rules in the Communications Alliance code control how unwelcome communications are handled, and how providers share information to investigate them.
  • Sometimes the support team can’t act, for example if the person making the communications can’t be identified.
  • The Communications Alliance industry guidance note has more information for customers.

More help

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