Online Safety & Content Filtering


This page provides you with information on issues relating to online safety, such as how to protect your children from inappropriate websites, and how to make sure your devices stay secure while connected to the Internet.

At TPG, we're proud to promote positive relations between Australians and the Internet Industry by encouraging awareness of the Internet Industry Codes of Practice.

The Broadcasting Services Act established a regulatory scheme for online content. The ACMA has registered a code of practice maintained by Communications Alliance.


Protecting your children when they are using the Internet

The best solution to keeping children safe on the Internet is to make sure they are ALWAYS supervised when online. The Internet is like a library where anyone can access, and insert content anywhere at any time. Undesirable content can be accessed just as easily as content that is useful, so adult supervision can help children avoid or at least put into context any adult or undesirable material found.


Tips to protect your children when they are using the Internet:

  • Communicate regularly with your children about what they do online and to whom they talk to online. Online habits change over time, so it's important to have the talk more than once.
  • Take computers out of children's rooms and put them into communal areas of the home, such as the family room or living room.
  • Help your child choose their 'screen name', email address or instant messaging name wisely.
  • Parents are urged to consider using technology, specifically software to help you protect your child.

Rules you should set out for your children when using the Internet and social media:

  • Never reveal any details that could be used to physically trace you, such as your real name, address, phone number, school name or friends; names.
  • If something appears on the screen in front of you, and you find it disturbing, you should let your parents, teacher or friends know.
  • If you hear or see your friends not doing the right thing on social media, remind them of the potential dangers and how to do the right thing.
  • Remember that not everything you read in chats and social media is true and people may not be who they say they are. Be smart and make decisions for yourself on what you think is right and wrong.
  • Let your parents know when you've made a new friend online.

Family Friendly Filters

What are filters?
Filters are generally computer programs that allow parents and system administrators to control a list of permitted and blocked websites and programs.

More information about filters and staying safe online can be obtained from the Office of the eSafety Commissioner


What are the "Family Friendly Filter" programs?
With a large number of filters available on the internet, the Communication Alliance has created the Family Friendly Filter program list to assist you with choosing the filter program to suit your family.

To qualify for Family Friendly Filter status, these filters are subjected to rigorous independent testing to ensure that it meets the criteria as set out in the relevant Industry Code.


Classes of accredited Family Friendly Filters

There are 4 levels of classification for certified filters:
  • These filters block websites on the eSafety Commissioner's Prohibited URL Filter (PUF) list, and are recommended for 18+ years of age
  • Class 1: Recommended for children over 15 years of age
  • Class 2: Recommended for children between 10 and 15 years of age
  • Class 3: Recommended for children under 10 years of age

Certified Family Friendly Filters

For more information, please visit Communications Alliance's Friendly Family Filters page.


Keeping Your TPG Account Safe

Your TPG account contains information such as your contact details, address and details about your TPG service so it is important to keep it safe.

Here are a few tips to keep your TPG account secure:

  • Regularly scan your computer for viruses and malware.
  • Be cautious about using an untrusted computer to enter your TPG login details.
  • On request, you can add a passcode on your TPG account over the phone. We will then ask for this passcode for all phone calls we receive in relation to your TPG account.
  • Never share your passwords or usernames over email, instant messengers or social media. If you need to record any password or username, write it down on a piece of paper and keep it somewhere safe.
  • Do not use the same password for multiple websites.
  • Update your TPG password regularly.
  • When setting up your TPG password, you should avoid using the following:
    • Obvious words such as “password” or “qwerty”
    • Your TPG Username or Customer ID
    • Your name or names of your family and friends
    • Using sequential letters and numbers such as “abcde” or “12345”


What to do if Your Mobile Number has been Stolen

Someone might have stolen your mobile number if:

  • You cannot make or receive calls or messages when you usually can;
  • Your mobile is showing ‘SOS only’ where reception bars usually appear.


What to do if you notice these signs

  1. Check if your mobile service has Ported Out status by logging in to My Account.
  2. Check your email for any notifications from TPG regarding a mobile service transfer.
  3. Contact us as soon as possible if you suspect someone stole your number.


We also recommend that you:

  • Contact your bank or financial institution straight away and tell them someone might be committing fraud;
  • Consider changing your passwords for accounts such as for your bank, email and social media;
  • Report any fraud to local police or the Australian Federal Police;
  • Report any cybercrime relating to identity theft and online fraud to the Australian Cyber Security Centre;
  • Contact IDCARE on 1300 432 273 if you want help with identity crime or cyber security;
  • Report the activity to Scamwatch.


How someone can steal your number

If a criminal has your personal information, they can steal your mobile number in a couple of ways:

  • An unauthorised port - the criminal contacts a new telco and pretends to be you, sets up an account and ports your number.
  • A SIM swap - the criminal contacts your current telco pretending to be you and requests a new SIM card that has your number.

Once a criminal has your number, they can receive SMS verification codes. This means they can get access to services such as your bank, email and social media.


How we can help

If someone ported your number without your consent, we can reverse the port.

If someone made a SIM swap without your consent, we can deactivate the SIM card and send you a new card.

Before a mobile number is ported, TPG carries out additional validation checks to ensure the port is authorised. We send a unique verification code via SMS to the affected mobile number. This verification code is required to authorise a porting request, which helps to protect our customers from having their mobile numbers stolen.


Informative Sites

Stay Smart Online is an Australian Government Initiative designed to provide all Australian online users with practical tips and advice on e-security. This website contains basic information on how to secure your computer, best practice tips for smart transacting online, and information on keeping young people safe online.

Office of the eSafety Commissioner provides a range of information, tools and educational material for parents and schools.



Offensive or illegal online content can be reported via the Office of the eSafety Commissioner.

If you are unable to submit your complaint using this form, and you are an Australian resident, you may be able to make a complaint by emailing In your email, please provide specific URL information and the reasons why you believe the content should be prohibited.

If you need to report any criminal activity, please go to Crime Stoppers online or call 1800 333 000. Reports can be anonymous.