Step 1: Phone the number immediately
If you think that your mobile has been stolen or lost you should try the number to see if you can hear the phone ringing and/or if it has been switched off.

Step 2: Contact us to bar the phone
If you think your mobile has been stolen you should contact us to bar the service, which prevents outgoing calls and outgoing SMS text messages. Please note that this bar will deactivate any diversions you have in place and block any other services such as WAP or GPRS.

It may take 15 minutes to an hour to block your SIM card. However, you will not be charged for any calls after you notify Optus Customer Service. If you are not the account holder but need to bar the service, you can do so on their behalf. The account holder will need to then contact Customer Service within 24 hours in order for the bar to remain active.

Step 3: Report the phone missing
If you think your mobile has been lost, contact us immediately.

If you think your mobile has been stolen and you would like to make an insurance claim contact your local police station (do not ring the emergency number 000). The police will provide a report number, which you will need to quote to Optus Customer Service – contact us.

Step 4: Optus Customer Service blocks the IMEI (International Mobile Equipment Identity) number.
Optus also gives you the option of IMEI blocking which prevents another sim card being used in your handset on the Optus, Telstra or Vodafone network. Once the IMEI is blocked, it means that if someone does find your handset they will not be able to use it with a Telstra, Optus or Vodafone SIM card.

Customer service will not able to action an IMEI block for a non account holder.

Step 5: Replace the mobile phone
There are different options available to Customers who require a new phone.

• Buy new Pre Paid Mobile Phone starter kit
• Buy a new handset or use your spare mobile
• Upgrade your Pre Paid/Post Paid mobile
• Purchase/ recieve a new SIM card from your nearest TeleChoice store, and have it registered under your account.

What if I find my phone?
If your phone is recovered, contact us to take off the bar and unblock the IMEI, which takes about 24 hours for all types of services.

Precautions for your new phone
Below are some precautions you should consider to reduce the possibility of unauthorised calls if your phone is lost or stolen:

• IMEI: the IMEI number is independent of the phone number and is usually written underneath the battery or SIM card on the back of the handset itself. Record and store the IMEI number in a safe place. Most phones are able to tell you their IMEI number when you dial *#06# from the mobile handset.
• Use a Personal Identification Number (PIN): A PIN number can be programmed to bar entry to the phone or sim card. Follow the instructions in the phone user guide to set the Equipment Lock feature.
• Keep PIN and IMEI numbers in a safe place

If you're still stuck, come in and see us, we'll be more than happy to help!