Welcome to the Australian Communications and Media Authority's website. If you are utilising a screen reader, please read our accessibility information page for details as to how to gain access to content on our site in other formats.
Australian Government - Australian Communications and Media Authority

General FAQ

Spam image

Report Spam

Current activity

Related information

Receiving unwanted emails and SMS/MMS

How can I stop receiving spam in my email inbox?

In the first instance, speak to your internet service provider (ISP) about arranging a spam filtering service with your internet connection. Many ISPs in Australia are able to stop most spam emails from reaching your inbox.

If you are using a web-based email address, such as Gmail, Yahoo! or Hotmail, activate the junk or spam email preferences. You can also purchase spam-filtering software for your email account. Visit the Internet Industry Association website for more information.

Other spam-reduction tips:

  • do not disclose your email address and mobile phone number online
  • check the terms and conditions when you purchase products or sign up for services or email newsletters
  • boost your internet security to ensure that spammers can't send spam via your computer

More information on protecting yourself against spam is available.

I’ve received an email message I think is spam. What can I do?

Some spam messages are sent by professional spammers, while others are sent by legitimate businesses that may not be complying with Australia's spam laws. If you think you have been spammed, you have a number of options:

  • if you think the message looks suspicious, do not respond to it - just delete it or report it
  • if the message seems genuine, you can contact the business and ask that they stop emailing you, unsubscribe using an unsubscribe link in the email, or make a complaint

I’ve unsubscribed from email messages, but they do not stop. What can I do?

If you continue to receive email messages after opting out, keep the messages and make a complaint.

I receive unwanted emails from a registered political party, religious organisation, registered charity, government body or registered educational institution. Is this spam?

Unsolicited emails with commercial content from these types of organisations are called designated commercial electronic messages and are permitted under the Spam Act as long as they meet certain requirements. The message must contain the name, logo and contact details of the sender and an unsubscribe facility.

Why does an email look like it comes from my email address?

If you are receiving returned emails that look as if they've been sent by you, your address or domain name has probably been misused or 'spoofed', by a spammer. In other words the spammer is pretending to be you. For more information on spoofing and what to do to address it, visit protecting yourself online.

How can I spot a scam?

Email and SMS can be used for fraudulent purposes. Scammers may use electronic messages to cajole or demand you provide personal information, credit card details, usernames and passwords. These messages could look like they come from a well-known bank, financial institution or telecommunications provider; or contain heartfelt stories of financial hardship and loss. Do not respond to these messages. Be suspicious of any offer that sounds too good to be true, because it probably is.

Tips on spotting common scams and fraud are available at www.scamwatch.gov.au. If you think the message is a scam, you can complain or report it.

I receive a lot of spam from overseas. Should I try to use the unsubscribe function?

It is not advisable to use the unsubscribe function provided in messages from senders who are people or businesses you do not know or do not have a relationship with. Spammers may use computer programs to harvest email addresses from the internet and send millions of identical messages across the world. While it may seem like they know who you are because they have your email address, this is probably not the case. Unfortunately, using the unsubscribe function will indicate to the spammer that the email address is real and could result in more spam.

In all circumstances, these messages should be deleted or reported.

I’ve received an unsolicited SMS or MMS message on my mobile phone. What can I do?

If the message appears to be genuine, reply ‘STOP’ to the message. Keep the message and make a complaint. If you suspect the message may be a scam, do not respond and report it to the ACMA.

I’ve been charged for receiving SMS messages I didn’t request. What can I do?

Charges for receiving SMS may be for a mobile premium service. To stop the messages you can either:

  • Call the premium content supplier’s helpline about charges or to stop the service; or
  • Call your telephone service provider about charges and ask them to stop the service; or
  • text ‘STOP’ to the number included in the message or on your bill. You should then receive a message from the content supplier confirming the cancellation of the service.

More tips and information about mobile premium services are available. Complaints about the billing of these services should be directed, in the first instance, to your mobile phone service provider. In the event your complaint remains unresolved, you can contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058 or visit its website at www.tio.com.au.

When is it safe to use an unsubscribe facility?

It is generally safe to unsubscribe from emails from senders you know or have a business relationship with. Using the unsubscribe facility is a way for you to withdraw your consent to receive electronic messages. However, if you are not certain, try contacting the sender by telephone or letter.

If you continue to receive email messages after opting out, keep the messages and make a complaint.

If I did not consent to receive the message in the first place, why should I unsubscribe?

If you think the message sender is a legitimate business who is sending unsolicited commercial electronic messages, using an unsubscribe facility is the most efficient way to ensure the messages stop. However, you can make a complaint to the ACMA about the unsolicited nature of the message. You may wish to read the ACMA’s spam complaints handling policy for more information about how spam complaints are handled.

I’ve replied ‘stop’ to an SMS message as per the instructions, but I have received another message. What can I do?

If you continue to receive SMS messages after opting out, keep the messages and make a complaint.

Why should I make a complaint?

Complaints and reports of spam activity to the ACMA are an integral part of spam investigations. Without assistance from the public, the ACMA would be limited in its capacity to fight spam.

The ACMA’s spam complaints handling policy provides guidance on how complaints, reports and enquiries about spam are handled.

I have concerns about my personal information being passed from one business to another. Where can I find information about privacy issues?

The Office of the Australian Information Commissioner has a comprehensive website of frequently asked questions that may assist you with your concerns. The privacy of your personal information is regulated by the Privacy Act 1988.

I want to sell second-hand goods online. How can I stop unsolicited emails and SMS from dealers and non-genuine buyers?

Including a statement with your advertisement that clearly states you do not wish to receive unsolicited commercial electronic messages, for example "No Spam" or "No unsolicited email or SMS" is a way to ensure consent is not provided to send you commercial electronic messages.

Under the Spam Act, the mere fact that an email address or mobile telephone number has been published does not mean that a person has consented to receive unsolicited commercial electronic messages. However, consent can be inferred if the purpose of the commercial electronic message relates to the reason the address was published in the first place.

Where can I get more information about spam?

The ACMA’s website provides comprehensive information and practical tips about spam on this website. You can find out more about:

 

 

Useful information

You can find out more about spam by calling the ACMA's spam hotline on 1300 855 180.

Last update: 25 July 2012 16:32