what is the Telstra Scam Indicator?

Telstra Scam Indicator is a tool created by Telstra in collaboration with the Commonwealth Bank of Australia to safeguard customers against phone and banking scams. The technology enables the participating bank to understand whether its customer may be on a call to a scammer.  

From 22nd November 2024, the Telstra Scam Indicator will be a standard feature for all new and existing MATE customers.

When and how does it work?

During a phone call, if a customer is prompted to make a transaction via the Bank’s website or app. The Scam Indicator alerts the partner organisation in real-time. This enables the partner to perform additional checks, such as contacting the customer or applying holds on transactions, thereby preventing potential financial losses. 

To ensure customer privacy, partners can only access specific data points related to scam prevention and do not have access to the content of communications or other underlying customer data. 

Can I opt-out of Telstra Scam Indicator?

To opt-out of Telstra Scam Indicator, you may do so with the following steps:  

1. Send an SMS to 0407 102 173 with the text “OPT-OUT”; 
2. You will receive a one-time passcode from Telstra to confirm the request is genuine; 
3. You will need to copy that one-time passcode to a new SMS to be sent to 0407 102 173; and 
4. You will then be sent an SMS confirming that they have opted-out of Telstra Scam Indicator.  

If you change your mind, you can opt-in again by contacting our support team.