Online security, scams and fraud

How we protect you

We send you secure delivery notifications with the AusPost app

To ensure you're receiving delivery updates directly from Parcel and Send, download the AusPost app. Then enable push notifications and opt out of SMS notifications. You’ll get delivery updates directly from the app, so you’re not at risk of opening potentially fraudulent messages.

SMS Sender ID Register

Parcel and Send supports the Australian Communications and Media Authority (ACMA) SMS Sender ID Register, an initiative designed to make it harder for scammers to impersonate trusted organisations. Parcel and Send's key SMS Sender IDs, including AusPost and StarTrack, are currently registered and compliant with ACMA requirements. We will continue to actively support this initiative and maintain our participation to help protect customers from SMS impersonation scams.

If you receive a text message claiming to be from Parcel and Send that displays ‘Unverified’ or comes from an unfamiliar mobile number, we recommend exercising extra caution and, rather than replying or clicking any links, verifying the sender by checking your deliveries directly through our Help & Support Portal or the AusPost app.

Learn more about the ACMA SMS Sender ID Register: ACMA SMS Sender ID Register goes live.

We’re taking links out of tracking SMS notifications

To help protect you from the risks of fraudulent messages and fake links, we're starting to remove links from our tracking SMS notifications.

You may have noticed that we’re using instructions instead of links in many of our SMS messages. These instructions guide you to the AusPost website or app, so you can track your parcel with the tracking number.

We keep your personal and payment information safe

We use the latest security technology to ensure that both your personal and transaction information, as well as any account or card data, is secure.

Whether you're sending or transferring money, ordering foreign currency or filling in a form, your personal information is safe with us.

We'll never:

• ask for your password
• ask you to enter information on a web page that isn't part of Parcel and Send
• send you an email or SMS asking for credit card details or personal information
• call you out of the blue to request payment (for example, for an undeliverable mail item)

How to protect yourself

The tips below can help to protect your personal and financial security from fraud and scams.

Emails

• Do not open suspicious or unsolicited emails - delete them straight away.
• Do not click on any links in a suspicious email, or open any attached files.
• Don't rush in. Resist the urge to "act now" despite the tempting offer. Once you turn over your money, it's unlikely you'll see it (or the product or service you've paid for) again.
• Be careful when clicking unsubscribe on an email. Spammers may use the 'unsubscribe' button to validate your email address, resulting in even more spam.
• Never pay for a "free" gift. If you receive an offer asking you to pay for a free gift or prize, put it in the trash - "free" means free.
• Use up to date and comprehensive antivirus software.

SMS

• Fraudulent SMS messages often feature similar characteristics to phishing emails. Popular SMS scams often reference "tracking a parcel" or "collecting your prize".
• Do not click on any links in a suspicious SMS.
• We'll never ask you to provide your personal information, credit card details or other payment information via SMS.
• Remember, criminals can set the "Sender Name" of SMS messages to make it appear as though they're being sent by Parcel and Send. These messages can also appear in the same "thread" as other legitimate messages from Parcel and Send on your device, which can make them more difficult to identify.
• Fraudulent SMS messages will often ask you to click a link which directs you to a web page that isn't part of Parcel and Send. If the link looks unfamiliar, it's likely a scam.

Mail

• Secure your mailbox with a lock and make sure your mail is regularly collected.
• Shred or destroy personal and financial mail before you throw it away.
• When going away on holidays, arrange for someone to clear your letterbox or arrange a mail hold. (For added security, we recommend the use of a private post office box.)
• If you're moving home, advise your bank and other important organisations immediately and organise a mail redirection to make sure letters still find you at your new address.
• If you suspect your mail is being stolen or a mail redirection application has been made without your permission, contact Parcel and Send immediately.

Personal details

• Never enter personal, credit card or bank account details on a website if you're not certain it is genuine. Always check the website address as scammers create URLs that look remarkably similar.
• Never send your personal, credit card or bank account details through an email.
• Keep your passwords and PINs safe and don't share them with anyone.
• Check your credit card and/or bank statements regularly for suspicious transactions.
• If you accidentally provide account or banking details to someone suspicious, you should contact your bank or financial institution immediately.

Phone calls

• If you are in doubt about the authenticity of a call, don't commit to anything. Instead, hang up and call the company directly. Never use contact details provided by the caller - find the number through their website or the White Pages.
• If a bank or any other organisation phones you, don't provide your personal details or any account or credit card numbers. Instead ask for their name and a contact number. Check with the organisation in question before calling back.

Financial

• Only send money to people you know and trust.
• If money has been transferred into your bank account from an unknown source with instructions to send it overseas, call your bank immediately. It's possible this money has been stolen from another bank account.
• If you receive a request via email from a friend or family member who says they're stranded while on holiday and need you to transfer money to them, call or contact them to verify the request is genuine.
• Shred all documents containing personal information, such as credit card applications and bank statements.

For further information on online threats and how you can protect yourself and your organisation, please refer to guidance from the Australian Cyber Security Centre.

To learn more or report a scam, visit the SCAMWatch website.

Support, reporting & resources

Protecting yourself is only half the battle against fraudsters and scammers.

It's important to know how to respond if, despite your best efforts, you are targeted.

What to do if you're targeted

You can minimise the impact of serious crimes like identity fraud and scams by responding quickly and decisively.

You'll also be doing your bit to help authorities catch the offenders.

Responding to identity fraud

If you suspect you're a victim of identity theft or misuse, you should:

• Inform your local police (and keep a copy of the police report)
• Report the loss of any identity documents (e.g. passport, driver's licence) to the issuing organisation.
• Contact your bank or financial institution to cancel any cards or accounts that may have been breached.
• Request a copy of your credit report from a credit reporting agency.
• Close any unauthorised or fraudulent accounts that have been flagged by your credit report.
• Contact Parcel and Send to check that your mail hasn't been redirected. 

If you have received a suspicious email/text message, social media message, or call purporting to be from Parcel and Send:

• Report the details to scams@auspost.com.au and we will investigate. For suspicious emails, simply forward to the above address and avoid sending us screenshots.
• This mailbox is for the reporting purposes only, and a personal response will not be provided.
  

Resources

For more information on how to identify and respond to fraud and scams, you may like to visit some of the websites listed below.

Online security

• ACSC: The Australian Signals Directorate's Australian Cyber Security Centre
• ReportCyber: Report a cybercrime, incident or vulnerability
• eSafety Commissioner:  Australia’s independent regulator for online safety.
  

Identity theft and misuse

• iDcare - Joint public-private sector not-for-profit organisation providing free services to victims of identity theft and misuse. iDcare tailors response plans for each individual circumstance. Phone: 1800 595 160
• ACSC - Report and recover from identity theft
  

Scams

• SCAMwatch - Australian Competition and Consumer Commission website offering information about how to recognise, avoid and report scams.
• MoneySmart - Australian Securities and Investments Commission website providing guidance on scams involving investments, superannuation, managed funds, financial advice and insurance.
• ReportCyber: Report a cybercrime, incident or vulnerability
  

Credit reporting agencies

• Equifax - Visit the website or phone 13 83 32 
• Illion – Visit the website or phone 13 23 33
  
• Experian - Visit the website or phone 1300 783 684.