Scams and Hoaxes

Scammers use a wide variety of methods to impersonate legitimate businesses and organisations personal and private information. Known as phishing, these scam websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. For more information, head to the Scamwatch website.


What to do if you receive suspicious correspondence or calls claiming to be from TPG

If you receive a call, letter, email, text message or other communication that claims to be from TPG and you suspect it may be a scam or hoax, give us a call on 13 14 23.


Scam Emails and Text Messages

If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

  • Don’t reply to the SMS or email
  • Don’t provide any personal details
  • Don’t click on any links
  • Don’t open any attachments
  • Don’t call any numbers associated with the SMS or email
  • Don’t share any content of the SMS or email with anyone
  • Email a screenshot of the message to [email protected]
  • Report the email or SMS to Scamwatch
  • Email [email protected] and provide a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.


Scam Phone Calls

TPG only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:

  • Don’t give the caller any personal details and hang up
  • Check that the call is coming from a number that’s not a number that we use.
  • Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
  • Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
  • Report the call to Scamwatch
  • Report the email or SMS to Scamwatch
  • Email [email protected] and provide the date and time you received the call, how many calls you received in total and your mobile number


Latest known scams

COVID-19 Scams

Unfortunately, during these difficult times it is business as usual for fraudsters and scammers who are using the spread of COVID-19 to take advantage of people across the country. These scams can include spam messages impersonating the Government or the ATO, and there has also been an emergence of scams related to people’s superannuation.

You can find lots of useful information regarding the latest COVID-19 scams on the Scamwatch page.

If you receive any emails or messages that you think are suspicious, please report them to Scamwatch here. You can also forward any emails or send screenshots of any suspect messages to us at [email protected]



Some of our customers have reported receiving an SMS from a source claiming to be the ‘Australian Government Department of Health’ stating that ‘You’ve received a new message regarding the COVID-19 safetyline symptoms and when to get tested in your geographical area’.

This SMS contains a link to a fake government website. This SMS was not sent by the Australian Government Department of Health. Please do not click on any link or reply to the SMS.

If you receive this SMS, please follow the below directions:

  • Email a screenshot of the message to [email protected]
  • Don’t reply to the SMS
  • Don’t click on any links/attachments
  • Report the email to Scamwatch


Wangiri Fraud

Wangiri fraud is when you receive missed calls from international numbers you don’t recognise on either a mobile or a fixed-line phone. The fraudsters generating the missed calls hope that their expensive international numbers will be called back so that they can profit.

If you receive calls like this, be assured that you haven’t been specifically targeted. It’s likely that the fraudster has generated a missed call to a whole range of mobile numbers that happens to include yours.

What should you do if you get a suspected Wangiri call?

We recommend that you don’t return calls to international numbers that you don’t recognise. Calls to Wangiri numbers will often result in a charge being incurred and only encourages the fraudster to generate more missed calls to customers who choose to call back. If you think you’ve had a missed call from an international number that may be involved in this scam, let us know. Just send an email to [email protected] and provide us with your mobile number and the international number you received the nuisance call from plus the date & time of that call.

What’s being done to address this issue?

We proactively monitor our network for Wangiri activity and shut down new fraudulent international numbers and number ranges as we find them. This is an issue affecting customers of mobile and fixed line operators around the globe, and we’re working with a number of different operators and industry groups to reduce Wangiri fraud levels.

The missed call scam

Mobile phone users across the globe are being targeted by overseas callers who make huge sums of money when the receiver calls back on the unknown number from which they missed a call. This is known as ‘Wangiri Fraud’. This type of fraud is not specific to TPG and appears to be on the rise.

Fraudsters call from international destinations. They will call a user and disconnect the call promptly before it is answered. They then wait for the person to call back. These numbers are charged at premium rates and, if the caller calls this number, they are hit with significant charges.

What happens if you do answer the call or call the number back?

They will engage you in a conversation and try to trick you into revealing details that can be used to defraud you.

What should I do?

Do not answer a call from an overseas number unless you recognise the number or are expecting the call. Do not return a call to an overseas number unless you recognise it. Do not give out any personal or business information such as banking or credit card details, pin numbers, birth dates or personal names and addresses. Do report the call and the number to TPG by emailing [email protected] to help us fight back against the fraudsters.


Pop Up Scam

We are aware of a pop-up scam, purporting to be from TPG, asking users to provide personal information by filling out a form to win a “prize”smartphone. This is a fake promotion and is not associated with TPG. TPG will never ask you to fill out forms with personal details to win a prize.

If you see this pop-up while browsing, please do the following:

  • Close the browser
  • Email a screenshot of the pop-up to [email protected] as well providing details of which website you were on when the pop-up occurred
  • Don’t click on any links or fill in any details
  • Report the email to Scamwatch


SMS Phishing Scam

Some of our customers have reported receiving an SMS claiming to be from TPG, asking them to verify personal information. The message states you have ‘been selected as one of our lucky winners for a brand new iPhone’ and requests for you to reply to a number with your full birth date.

This message is not sent by TPG. Please do not reply to the message.

If you receive this message (or any other spam SMS), please follow the below directions:

  • Email a screenshot of the message to [email protected]
  • Don’t reply to the SMS
  • Don’t provide any personal details
  • Don’t click on any links
  • Don’t call any numbers associated with the SMS
  • Don’t share any content of the SMS with anyone
  • Report the SMS to Scamwatch


Fake TPG mail

TPG are aware of an increase in falsified letters and statements from telecommunication companies. The falsified letters use the companies branding to appear legitimate and will be either sent via post or email.

The letters could be either a threatening invoice, request to update details or congratulate you on winning a prize. It will ask you to call a number or visit a website to update details, pay a sum of money or claim your prize.

If you receive any mail from TPG, whether it be paper or electronic, please ensure you do not follow any links to websites or call any numbers that are unfamiliar to you. If you receive a letter and suspect it may be a scam, please contact us on 13 14 23.


Scammers threatening Chinese communities in Australia

TPG is aware of a scam targeting our customers in Chinese communities. The calls are in Mandarin and the scammers are often posing as Chinese authorities.

The scammer will accuse the customer of either being directly involved in a crime relating to fake passports, or a victim who has had their bank details compromised. They will threaten the customer with jail time or deportation and will request the customer pay them in large sums of money to clear their name or have their issue investigated.

The scammers will try to intimidate the customer into either providing money or other personal details such as passport number. They do this using scare tactics in hope that the customer will not ask any questions and will instead provide requested details or pay them.

Once money has been paid to scammers, it is often unable to be recovered.

If you receive a call from someone threatening you with arrest or deportation in relation to fake passports, it is a scam. Do not send any money or provide any personal details. End the call immediately and report it to Scamwatch.

For further information, including information in Chinese languages, please visit the Scamwatch website.


Browser Pop Up Scam

TPG is aware of a current browser pop up scam that is targeting TPG customers. The pop up asks you to click on a link to perform certain activities such as filling out a survey or choosing a gift box to win a “prize” (such as phones, electronic devices or accessories). The link then directs you to a payment page where it requires you to pay small amount via credit card to redeem the “prize” or directs you to a page where you are required to enter your personal details or bank details.

TPG will never ask you to fill out forms with personal details to win a prize. If you are browsing the web and receive this pop up, please close the browser. If you have been a victim of this scam, please visit the Scamwatch website or call us on 13 14 23.


How to protect your device

Here are some ways to protect your device:

  • Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
  • Lock your mobile handset and voicemail with strong PINs.
  • Think carefully before clicking on a link or opening suspicious emails and attachments.
  • Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.