Protecting your information
Unsolicited calls about compensation claims
Some unsolicited calls can promote compensation services or ask for personal information. These calls can happen after a car accident, and the caller might try to refer you to a claims or compensation service. The information provided in these calls may be misleading or false, and it can be difficult to know who is calling and what organisation they’re calling from. We strongly encourage anyone who receives a call like this to take reasonable steps to protect their personal information.
What you can do
Check the caller
If you receive a call and want to check if it’s legitimate, you can ask what organisation they’re calling from. You can then call that organisation back, including by contacting the organisation through the contact details published on their website, so that you know who you’re talking to.
If you receive an unsolicited call, do not provide any personal information. Instead, ask the caller for their:
- Email address
- Return phone number.
Contact the Office of the Australian Information Commissioner
If the caller already knows your personal information (and you believe they shouldn’t have that information) or if you’d like more information about reasonable steps you can take to protect your personal information, you can contact the Office of the Australian Information Commissioner (OAIC).
You can contact the OAIC by:
- Phone on 1300 363 992
- Email at firstname.lastname@example.org
- Visiting their website at www.oaic.gov.au
- Post at
The Office of the Australian Information Commissioner
GPO BOX 5218
Sydney NSW 2001
Contact the motor accident authority
If you receive an unsolicited call, and you've suffered an injury in a motor accident, you should also contact the relevant motor or transport accidents authority in your State or Territory:
Calls about insurance refunds
We may contact you directly to talk about an insurance refund. When we call, we might need to ask you for some information for our verification check so we can confirm we are speaking to the correct person.
If you don’t want to give your information for the verification check right away, you can choose to call us back so you know you’re talking to us. Or, alternatively, you can process the refund online yourself.
Learn more about these refund processes on our refund help page.