Customer Identity Authentication

The fight against fraud

Fraud is a global problem.

Cybercriminals use many tactics to try to steal your personal information online, including scam calls and texts or phishing, and claiming to be from BLiNK or other reputable organisations. Armed with your personal information, fraudsters can steal your identity, apply for accounts and loans in your name, or use your credit card to make purchases. 

What customers can expect

BLiNK, along with the wider telco industry, is working to enhance existing processes to prevent unauthorised access to customers’ accounts and services and protect customers from fraud and identity theft. We are enabling multi-factor authentication protections in our online and call centre environments. The aim is to further check that the person requesting a particular transaction is our customer, or our customer’s authorised representative prior to carrying out the request.

Areas that are deemed as particularly high-risk transactions:

  • losing access to your mobile service (eg.SIM swap)
  • changes to payment information
  • adding or removing an authorised representative
  • disclosing personal information
  • the addition of certain charges

To ensure smooth enablement of multi-factor authentication, customers will need to make sure their account and personal information are up to date, which can easily be done on the BLiNK website or via the BLiNK mobile app.

When customers speak with the BLiNK team online or on the phone, we'll be taking extra steps to verify they are the account holder. We'll ask for at least two details linked to the BLiNK account, and then we'll then send a unique code to the mobile number or email address linked to the account. 

Be careful, be suspicious

While we all think it couldn’t happen to us, fraudsters target people of all walks of life. 

Combating scams is an ongoing challenge. Be alert, don’t open suspicious texts or click on unverified links or attachments in emails, be very careful about sharing your personal information, and change your passwords frequently. 

If you are contacted by someone claiming to be your service provider, financial institution or even the Government – it is well within your rights to ask for a case number and contact the organisation on your terms, via verified and official phone numbers or ask the organisation to contact you via alternative details they should already have. While it may be inconvenient, it is far better than being a victim.

What to do if think you’ve been scammed

If you ever think your BLiNK account has been compromised, get in touch with us as soon as possible on 1800 254 654 or email with us. If you have received a suspicious email or SMS from a sender claiming to be BLiNK, please forward the details to us via email. 

Do not click on links or open attachments in the email/SMS.

You can report the scam to the ACCC through the Scamwatch website. The Scamwatch website also contains plenty of interesting information about the latest scam trends.

Importantly, if you do think your details have been hacked, or you hold any concerns about the security of your bank accounts, contact your financial institution immediately to alert them.