Scam Calling Policy

What are scam calls?

Scam calls are a type of malicious call where someone will impersonate someone else in an attempt to illegally gain your personal information. These people may tell you they’re calling from a government agency, your bank or even your telco. We’ve put together some important information below about what scam calls are, how you can protect yourself against them and what you can do to prevent them.

The ACCC Little Black Book of Scams identifies the top scams to avoid (and many others), such as:

  • receiving an offer that seems too good to be true
  • a phone call to help fix your computer
  • a threat to pay money you do not owe
  • an alert from your bank or telecommunications provider about a problem with your account
  • an invitation to 'befriend' or connect online

If you need further information, we’d recommend visiting Scamwatch, Stay Smart Online and the ACMA. All three websites provide in-depth information that will assist you in identifying scams.


What is Symbio doing to protect against scam calls?

ACMA will be enforcing new rules for Carriers and Carriage Service Providers on reducing Scam Calls with regards to voice calls originating in or coming in to Australia.

The Reducing Scam Calls Industry Code has been developed to improve communications between Carriers and Carriage Service Providers in relation to identifying, tracing, blocking and disrupting Scam Calls within Australia.

CSPs who rely on Symbio’s network for sending voice calls must comply with the requirements of the Code and must ensure that they only originate calls towards Symbio where those calls meet the CLI validation requirements of the Code. Please note this only applies to voice calls originating in or coming into Australia.

As per the code Symbio:

  • will be obliged to report suspected Scam Calls where appropriate.
  • will be obliged to identify the CSP from where the suspected Scam Calls originated; and
  • will require assistance from CSPs in the tracing and investigation of suspected Scam Calls.
  • will be obliged to block suspected Scam Calls where appropriate.

The Code has been registered and is in force by ACMA from December 2, 2020.


How can I protect myself/my customers from scam calls?

There are a number of steps you/your customers can take to protect against spam calls, including:

  • protecting their personal information and not sharing it with unknown or unsolicited callers;
  • contacting their financial institution immediately if they believe they have lost money to a scammer;
  • changing default PINs and passwords on newly acquired customer equipment;
  • selecting strong PINS and passwords (e.g. Not “1234” or “0000” or “password” etc.)
  • locking mobile handsets with secure PINs;
  • ensuring that voicemail PINs are secure;
  • disabling PABX ports and features that are not used (e.g. remote call-forwarding);
  • changing PINs and passwords regularly;
  • not responding to missed calls or SMS from unknown International Numbers, unknown Australian numbers or an unknown source;
  • Blocking suspicious or unknown domestic or International Numbers on mobile handsets and use of blocking services or products, where available, on landlines;
  • allowing unknown calls to go to voicemail and then listening to any message left to ascertain if this might be a genuine call.