We are serious about security and privacy. Keeping your account and data safe and secure is a high priority – but we can’t do it alone.

Unfortunately, there is no way to eliminate spammers and scammers from sending you emails or text messages pretending to be ActewAGL. Therefore, it is important to be aware of potential emails, text messages or phone calls from scammers and spammers posing as ActewAGL to gain access to your information, share fake alerts and potentially even fraudulently ask for payments.

Please be aware that ActewAGL will never send you an email or SMS asking for your personal banking or financial information. So, do not click any links if you receive suspicious contact. Instead, you can view your account at My.ActewAGL or call us on 13 14 93.

What to do if you receive a suspicious email

If you have received an email that mentions ActewAGL and looks suspicious, there are things you can do to protect yourself. First, don't open attachments or click on any links if unsure.

Choose from the following options:

1. Call 13 14 93 to confirm whether the bill or correspondence is legitimate.
2. Send the email as an attachment in a new email to spam@actewagl.com.au with SPAM in the subject.

To send the email as an attachment, open a new email in your browser and drag the suspicious email out of your inbox and into the new email. You are welcome to delete the suspicious email.

Once received, we will review the email and be in touch if we need further information.

What to do if you receive a suspicious text (SMS) message

If you have received an SMS that mentions ActewAGL and looks suspicious, there are things you can do to protect yourself. However, clicking links, replying to the text or calling back is not advisable as this action could compromise your personal information and may result in you losing money.

• Don't reply to the message, not even to unsubscribe
• Don’t provide any personal details 
• Don’t click on any links 
• Don’t open any attachments 
• Don’t call any numbers associated with the message
• Don't forward the message to anyone

We suggest you report the text message to ActewAGL by taking a screenshot of the message, noting the time and date and emailing the information to us at spam@actewagl.com.au with the subject 'SCAM SMS'

We also recommend reporting the SMS to Scamwatch.

What to do if you're a victim of fraud

If you've fallen victim to a scam involving financial loss, identity theft or had a password stolen, visit IDCARE, the national identity and cyber support service.

Information and resources:

• For information and resources to help you and your family stay safe from cyber security threats, visit the Australian Cyber Security Centre
• For the latest information on how to recognise, avoid and report scams visit Scamwatch
• If you've fallen victim to a scam involving financial loss, identity theft or had a password stolen, visit IDCARE

My.ActewAGL security and encryption

When you access your account via My.ActewAGL, you are protected by Transport Layer Security (TLS). TLS creates an encrypted tunnel between your computer and the site you are viewing. This secure tunnel allows you to access and provide sensitive information securely. In addition, while this tunnel is established, the risk of others intercepting the data sent between your computer and the site is significantly reduced.

It would be best for you to still be cautious of shared computers and internet cafes when performing sensitive transactions, as the operator may be able to view the information you provide to websites.

How to tell if the website you are using is secure

Most websites are secured and encrypted with Transport Layer Security (TLS) technologies that encrypt your information using a certificate that assures that the transmitted data is secure.

When browsing the internet, the first part of the website URL should start with ‘https://’, which indicates that the website is protected by TLS and has a security certificate. However, if the website URL begins with 'http://', the site is not using any encryption to protect your connection.

We recommend being very wary of websites that display a warning page indicating that "the site certificate cannot be trusted". These warnings can mean the website certificate has expired, or there is a break in the chain of trust between your computer and the website and may be a sign that someone or something is intercepting your communication.

Automatic time-out of My.ActewAGL

My.ActewAGL will automatically log you off after 15 minutes of inactivity.

Changing personal information online

We have implemented a verification process to prevent unauthorised changes to your account information. When updating your personal information via My.ActewAGL, you will be asked to enter a code which will be sent via SMS or email to your registered mobile number or email address.

We thank you for helping us keep you, your data, and your account safe and secure.