A guide to what you should do in the event your mobile phone is lost or stolen

If you think that your mobile has been stolen or lost you should try the number to see if you can hear the phone ringing. If someone has found your phone you may be able to arrange to collect it or have it returned to you.

Stolen Phone
If you think your mobile has been stolen you should immediately contact us on 1300 881 778 to suspend your service, which prevents outgoing calls and text messages. Please note that in restricting your service we will deactivate any diversions you have in place and block any other services such as WAP or GPRS.

If may take 15 minutes to an hour to block your SIM card. However, you will not be charged for any calls after you notify us (if your call is outside our customer service hours of operation you will not be held liable from the time you leave us a message notifying us of the event). If you are not the account holder but need to suspend the service, you can do so on their behalf if you are the nominated in our records as the user of the service. The account holder will need to contact Customer Service within 24 hours in order for the suspension to remain active.

Lost Phone
If you think your mobile has been lost, contact us as soon as possible. We will recommend a bar be placed on your service to restrict outgoing calls and text. An outgoing bar will prevent unauthorised use while still allowing you to make contact with the phone should someone find it.

If your handset has been stolen and you would like to make a claim against an insurance policy contact your local police station (do not ring the emergency number '000'). The police will provide a report number. Cintact us on 1300 881 778 and quote this number to our Customer Service. If your Handset Insurance policy has been purchased from ACN we'll transfer you to Risk Insure (our insurance broker) who'll assist you in making a claim.

We can offer you the option of IMEI blocking which prevents another SIM card being used in your handset on the Optus, Telstra or Vodafone networks. Once the IMEI is blocked, it means that if someone does find your handset they will not be able to use it with an Optus, Telstra or Vodafone SIM card.

Please note we cannot action an IMEI block for a non-account holder.

If your phone isn't covered by insurance there are different options available to you to replace your phone.

• Use a spare mobile;
• Purchase a new phone from us; or
• Buy a second-hand mobile phone - you can buy a second-hand phone on auction sites such as Ebay. If purchasing a second-hand phone always check the IMEI through the AMTA website.

Once you have replaced your phone, call us on 1300 881 778 to arrange for a new SIM card to be sent to you*.

If you recover your phone, contact us to restore your service and unblock the IMEI, and send you a replacement SIM card*. Delivery of your new SIM takes 2-3 days. In the meantime we can arrange to have incoming calls to your mobile diverted to your home or business phone^.

Below are some precautions you should consider to reduce the possibility of unathorised calls if your phone is lost or stolen:

• IMEI: the IMEI number is independent of your phone number and is usually written underneath the battery or SIM card on the back of the handset itself. Record and store the IMEI number in a safe place. Most phones are able to display their IMEI number when you dial *#06# from the keypad.
• Use a Personal Identification Number (PIN): a PIN can be programmed to bar entry to the phone or SIM card. Follow the instructions in your phone's user guide to set the Equipment Lock feature.
• Keep the record of the PIN and IMEI in a safe place. Do not carry or store these with your phone.

Keep your phone safe!

• Do not leave your phone unattended in the car.
• Do not wear the phone on your hip or back pocket in public areas. (Not only is it risky - it's a fashion crime!!)
• Do not leave your phone on the edge of the table in an outdoor cafe, bar or restaurant setting.
• Do not carry your phone in a jacket pocket where it can easily fall out.
• Do not leave your phone sitting in open bag.