Telstra has paid a $277,200 penalty after the Australian Communications and Media Authority found failures in identity verification and customer protections against mobile-number fraud.
According to the regulator, Telstra did not use the required identity-authentication process in 15 unauthorised SIM swaps between January and October 2025.
Customers exposed to financial harm
The ACMA investigation also found 13 instances where Telstra agents failed to provide additional protections to customers who had raised concerns or were identified as being at risk.
A SIM-swap attack can allow a criminal to take control of a victim’s mobile number, intercept security messages and gain access to financial or online accounts. Customers affected in the investigated cases reported combined losses of at least $39,500.
Telstra required to strengthen controls
In addition to the penalty, ACMA accepted court-enforceable undertakings requiring Telstra to improve fraud-prevention processes and staff training.
The regulator said this was its seventh announced enforcement action under a broader crackdown on mobile-number fraud. Telcos have paid more than $5 million in penalties under that program.
Anyone who suspects a phone scam or unauthorised SIM swap should contact their mobile provider and financial institution immediately. Identity-support service IDCARE is also available to Australians whose information has been compromised.
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