Unwelcome
Communications

Tangerine are here to help you manage unwelcomed communications and educate you on what to do if you are receiving life threatening communications. Your safety is important to us!

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Life Threatening Communications

A life-threatening communication is a communication (via call, SMS/MMS or email) which gives the recipient reasonable grounds to believe there is a serious and imminent threat to their life or health.

What should I do?

Your safety is important - If you are receiving life-threatening calls or messages, we ask that you please report these communications to the police immediately by calling 000.

Unwelcome Communications

An unwelcome communication means the use of one or more types of communications service (e.g. call, SMS/MMS or email) by a person to communicate with another person in a way that the receiving party advises is unwelcome, but which is not currently a life-threatening communication.

Note:We cannot investigate unwelcome communications from telemarketers. If you are receiving unwelcome calls from telemarketers, you can register your number under the Australian Communications and Media Authority’s (ACMA) ' Do Not Call Register'. Once a number is registered, telemarketers must stop contacting you within 30 days. If you are still receiving unwelcome telemarketing calls after 30 days, you can lodge a complaint with ACMA Phone numbers remain on the register indefinitely, however you can remove your number from the register at any time here.

What should I do?

There are several actions you can take to prevent unwelcome communications. These include:

  • Report any unwelcome communications to the police. The police will contact us if they require our assistance regarding your matter.
  • Block the caller/sender number from your phone.
  • Use an answering machine/voicemail service to screen caller.

What can Tangerine do?

IIf there is a proven pattern of unwelcome communications and you have received at least one of these communications in the last 30 days, we may be able to investigate on your behalf. A ‘pattern of unwelcome communications’ can be defined as:

  • 10 or more unwelcome communications within a 24-hour period;
  • 3 or more unwelcome communications spread over a period of more than 24 hours and less than 120 hours; or
  • unwelcome communications made at consistent and/or regular intervals.

If you can establish a pattern of unwelcome communication’ you can call our Customer Service team on 1800 211 112.

If appropriate, we will work with another telco supplier to request that they send warning letter(s) to the originator of the unwelcome communications.

What Tangerine need from you?

We will need you to provide us with the times, dates and call durations of the unwelcome communications you have received and the number(s) you have received them from, if known.

As part of the investigation, we may need to disclose your phone number to our wholesale provider, other service providers, as well as to the person generating the unwelcome communications. You must provide express consent for us to be able to do so. If you do not consent to us disclosing your phone number as outlined above, we may be unable to help you further.

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

What will happen next?

If you have established a pattern of unwelcome communications to us, we will need you to confirm with us in writing that you would like us to progress with an investigation and that we can share your information about your service (such as your phone number) with our wholesale provider, the supplier of the customer that is creating unwelcome communications, and if required, with the sender of the unwelcome communications.

Our Customer Service team will work with the supplier of the customer that is creating unwelcome communications to issue them with warning letters directing them to stop. We will communicate updates/advise the outcome of our investigation via email.

Need more information?

For more information on the life threatening and unwelcome communications process, you can view the Comms Alliance Customer Process – Handling of Life Threatening and Unwelcome Communications.

"Excellent Customer Service. 10/10"

Basdenpaul, 12 Feb 2024

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