How to tell it’s really us
Scammers sometimes pose as energy companies, pressuring people to pay money or hand over personal details before they’ve had a chance to think.
The biggest giveaway is urgency.
If a call, text or email about your account is rushing you to act, that’s your sign to slow down and check. Here’s how to tell when it’s genuinely us, and when it isn’t.
If they’re rushing you, something’s wrong
Scammers push you to act fast because a rushed person doesn’t stop to check. No genuine call from us needs an answer in the next five minutes. If you feel pressured, take that as your cue to hang up and call us back.
What you can count on from us
If there’s ever a real problem with your account, you’ll hear about it in writing first, with plenty of time to sort it out.
We won’t cut off your supply the same day over the phone, and that goes for home and business customers alike.
Any payment we ask for comes through a channel you already know, your bill or the MySolstice app.
We’ll never ask for your banking passwords or card details, and we’ll never ask you to pay by gift card, crypto, wire transfer, or by reading your card number out over the phone. If someone asks you for any of that, it isn’t us.
Signs it’s not us
- They want payment right now, or say they’ll cut you off today
- They ask for gift cards, crypto, wire transfers, or your card details over the phone
- They ask for your banking passwords
- They won’t let you hang up and check
- They rang you, rather than you ringing them
What to do if you get a call like this
Hang up first. Don’t hand over any payment or personal details. Then check for yourself: call us on 1800 750 750, not one the caller gave you, or log into the MySolstice app to see whether anything’s actually owing.
Report it
It’s also worth reporting it to Scamwatch at scamwatch.gov.au.
Trust your instinct. If a call, text or email ever feels off, it probably is. Hang up and give us a call. We’d always rather take that extra call than have you caught out.