Protect yourself from scams

Have you been contacted by someone claiming to be from nbn asking for personal information and you’re not sure if it is a scam?

Immediate action

If you have provided financial details (bank account, credit card, or gift card) or personal information to a scammer claiming to work for nbn, you need to:

  • Contact your bank or financial institution immediately.
  • Report the matter to your local police. You could also report your issue to the Australian Cyber Security Centre (ACSC).
  • If you have provided remote access to your computer or mobile device or given personal or financial information to a scammer, contact IDCARE on 1800 595 160. Try to record as much information as possible including phone numbers, names, or any remote access ID. Remote access companies such as TeamViewer also accept direct reports of scams via their website to investigate and block fraudulent accounts. 
  • To protect others, report scams to the Australian Competition & Consumer Commission (ACCC) via Scamwatch. Scamwatch data is provided each month to nbn and is invaluable in helping our efforts to educate the community about scams. 

nbn will never call and ask to access your computer or advise you that you’re going to be disconnected.

Things to keep an eye out for

  • nbn will not call you to offer technical support, rectify speed issues, or to advise your nbn connection has been ‘hacked’ or is not secure. 
  • Never give an unsolicited caller remote access to your computer. Be aware that your computer can be accessed through the installation of Remote Desktop Access websites, programs or applications including but not limited to TeamViewer, QuickSupport, Chrome Remote Desktop, Microsoft Remote Desktop, AnyDesk, Windows Quick Assist or Anyplace control.
  • nbn will not call you with automated assistance (‘Robocalls’) to advise that you will be disconnected. In this situation, we suggest you hang up the phone.
  • nbn will not ask you to pay money by gift card (iTunes/Coles/Google)
  • nbn will not call to offer you the ability to stay connected during a power outage (blackout), or natural disaster for an extra fee.
  • If someone claiming to work for nbn has contacted you trying to sell you an internet or phone service and you’re in doubt, ask for their details, hang up and call your phone and internet provider to check if they’re legitimate.
  • Do not share your bank or personal details with an unsolicited caller or with people who door knock claiming to be from nbn trying to sell you an nbn™ service or seeking payment for related services.
  • nbn™ approved technicians and workers carry enAble™ identification cards – always request to see this card before providing physical access to your address.
  • nbn is a ‘wholesaler’ – you will need to purchase an nbn™ powered plan through a phone or internet provider. We only accept direct payment from the public in certain circumstances e.g. switching technologies at your premises.
  • nbn does not sell or authorise the resale of any equipment via alternative means, including websites such as eBay, Gumtree or Facebook Marketplace. Any nbn™ equipment purchased online through these means may be faulty and fail to work when connected to the nbn™ broadband access network. nbn™ equipment is only available directly via nbn, our associated delivery partners or through a phone and internet provider.
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