Most nuisance calls will either originate from a telemarketer or robot of some description (e.g. Fax Machine / Alarm system).
If the customer is able to see the Caller ID of the offending number or find out using the call return features (tabled below) - We would suggest trying to call the number and advise the far end that they are receiving calls from their number. If the calls are coming from a robot then in most cases this will resolve the issue.
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The easiest way to resolve the nuisance calls issue is to change the customer's phone number.
If a customer opts to change the phone number due to nuisance calls, we can perform this request free of charge. However, the customer must agree to enabling Silent Number on their line.
Life Threatening Calls
Any calls in this manner are to be dealt with by the Police by calling 000.
The police will then follow up the matter. They may request then request the enabling of Malicious Call Trace either by asking the customer to contact us or contacting SpinTel directly.
Once the police have taken over the case they may request for this feature to be enabled.
Once MCT has been enabled the police will then be able to contact Telstra directly and obtain any information that they require. SpinTel will not be able to access these records.
Each of our wholesalers have a different process when it comes to activating MCT and are listed below.
Telstra call trace issues are enabled by emailing to email@example.com and requesting it be enabled and including the customer's details.
Customers a required to fill in a copy of the Optus Unwelcome Calls Form once completed, they will need to forward a copy of the form to SpinTel and we can then email this to firstname.lastname@example.org for further investigation.
The following form contains legal guidelines relating to MCT/Threatening calls - Comms Alliance - C525_2010
All times are Australian Eastern Daylight Time (AEDT)
Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.