Fraud Policy

Fraud

We take fraud seriously at felix, and we’re committed to helping you if you suspect that you’ve been a victim of fraud.

Online fraud generally involves phishing, which is an attempt to get private or personal details by pretending to be a legitimate entity. Phishing websites, emails, text messages and websites can be difficult to spot. To identify a phishing website look out for incorrect spelling and grammar, and poor layout, imagery and styling.

What to do if you receive suspicious correspondence claiming to be from felix

If you receive a call, letter, email, text message or other communication that claims to be from felix and you suspect it may be a scam or hoax, please contact us immediately via live chat in the app or on our website.

If you receive an email or text message that you suspect is 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.

Phishing Websites

Scam websites can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. If you come across a website that you suspect is fraudulent, this is what we advise:

  • Don’t click on any links.

  • Don’t call any numbers associated with the website.

  • Email a screenshot of the message to [email protected]

  • Report the email or SMS to Scamwatch.

What to do if you believe that you’re a victim of fraud?

To help us protect you from further fraud, contact us immediately through live chat or via our website (https://help.felixmobile.com.au)

Here are some specific fraud scenarios that we can assist with.

My number has been fraudulently transferred from felix to another provider, or I suspect it has.
If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately report this to:


There’s a number on my account that I don’t recognise.
If there’s a number on your account that you don’t recognise, please contact customer care through live chat or via our website: https://help.felixmobile.com.au

There’s a prepaid service in my name that I didn’t authorise
If you are aware of prepaid services in your name that you didn’t authorise please email our Technical Fraud team at  [email protected]

There are transactions from felix on my bank/credit card statement that I don’t recognise.
If there are transactions from felix on your bank/credit card statement that you don’t recognise, contact your bank immediately and ask them to raise a payment dispute with felix and reverse the charges back to you.

My number has even fraudulently used to create a service with felix mobile, or I suspect it has
If you believe someone has stolen your ID to create an account with felix mobile, please contact customer care through live chat or via our website: https://help.felixmobile.com.au

I didn’t receive my order
If you didn’t receive your SIM, chat to us in the felix mobile app so we can assist you.

I think I have lost money to a scammer
Contact your financial institution immediately if you believe you have lost money to a scammer or believe your banking or credit card details may have been shared with a scammer.

They may be able to stop a transaction or close your account if the scammer has your account details.

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.

© 2021 TPG Telecom Limited (ABN 76 096 304 620) trading as Felix Mobile