Unwelcome Communications Policy

Unwelcome Communications

An unwelcome communication refers to the use of one or more types of communication services (e.g. voice, SMS/MMS or email) by a person to communicate with another person in a manner in which the receiving party feels is unwelcome but which is not currently a life-threatening communication.

If you have received only one or two unwelcome communications, we are limited in our ability to assist. However, if you have received a 'pattern' of unwelcome communications there are some things that be done to handle these.

A pattern of unwelcome communications means:

(a) ten or more unwelcome communications in a 24-hour period;

(b) three or more unwelcome communications that are spread over a period of more than 24 hours and less than 120 hours; or

(c) unwelcome communications made at consistent and/or regular intervals.

Life threatening communications

A life-threatening communication is more serious and involves the use of a carriage service connected with an event which gives a person reasonable grounds to believe that there is a serious and imminent threat to a person’s life or health. If you are receiving life threatening communications please report these to the police immediately.

What should I do?

If you receive unwelcome calls and messages, it’s best that you don’t answer or reply and that you use voicemail to screen callers. You can 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. Changing your mobile number is a last resort, but it can be done by contacting us through your felix mobile app.

What can Felix do?

If you have received a ‘pattern’ of unwelcome communications you can contact felix via your felix mobile app. Our team can submit an ‘unwelcome calls report’ on your behalf.

You will need to provide us with the times and dates of the unwelcome communications and the calling number, if known. You will also need to consent to your number being disclosed to any other service provider that is associated with the investigation, as well as to the person generating the unwelcome communications.

Please don’t delete any record of the unwelcome communication(s), as felix and/or the police may require these.

Once a report has been submitted we will commence an investigation to confirm the pattern.

Upon confirmation of the pattern we will arrange for a warning communication to be sent to the originator of the unwelcome communications.

Our unwelcome calls team will advise the outcome of our investigation by SMS.

If you have not yet received a ‘pattern’ of unwelcome communications but the unwelcome communications continue, please record the dates and times and report these to Felix if or when the above advised pattern is met.

Important to know

  • At least one unwelcome communication must have been received within the last 30 day period.

  • We are unable to investigate unwelcome communications from overseas numbers.

  • To use voicemail messages as examples of unwelcome communications, you'll need to provide details of the time and date when the message was left.

  • If you're using an iPhone, messages sent with iMessage can't be used as examples of unwelcome communications with felix. This is because iMessage uses data rather than our network's calling or messaging gateways. You can switch iMessage off to ensure that your messages are received as a standard SMS or PXT.

  • Calls, video calls and messages received through third party instant messaging apps, such as Facebook Messenger, WhatsApp can't be used as examples of unwelcome communications with felix. This is because apps use data rather than our network's call or messaging gateways.

  • Under Australian privacy laws, we are unable to give out any information about the caller/sender.

  • For further guidance on the life threatening and unwelcome communications process, and for information on what action is taken if unwelcome communications persist, please view the Customer Process – Handing of Life Threatening and Unwelcome Communications.

Telemarketing calls

If you don’t wish to receive telemarketers’ calls, you can add your number to the Australian Communications and Media Authority’s (ACMA) 'Do Not Call Register'. It may take up to 30 days for marketing agencies to recognise your registration and stop calling you. Mobile numbers remain on the register indefinitely. You can remove your number from the register if your situation changes.

Adding your number should stop most unsolicited calls but some categories of callers such as charities or religious organisations, registered political parties, educational institutions, market researchers and companies you have an active ongoing business relationship with will still be able to call you.

If you're a felix customer, the Do Not Call Register won’t stop marketing calls and messages from us. To opt out of our marketing communications, see our support page for details.

You are not able to add your mobile number to the Do Not Call Register if it’s primarily used for business calls.

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