Q: My Internet security program reveals that my Internet service provider has breached my system. Is this allowed?
A: Yes. Legitimate checks of Internet use by Internet service providers can show up as breaches of security on some security software. A company may monitor your usage from its central server eg to check whether or not more than one person is logging on using the same username, how much has been up- or down-loaded, and how many hours have been used.

Q: I think an unauthorised person outside of my house has gained access to my computer, ie 'hacked' my computer. Do I have to pay telephone or other bills that are the result of such fraud?
A: Yes. The security of your computer is your responsibility. You can ask your ISP for information about the best way to protect your privacy. A good online guide to security software is available through the Electronic Privacy Information Center (epic.org/privacy/tools.html).

The TIO can, however, assist you to communicate with your ISP if you need to investigate a possible case of Internet fraud. If it is found that fraud has been committed, the ISP does not have to provide you with information about the perpetrator of that fraud, but it should give relevant information to the Police on their request. See Frequently Asked Questions about Internet Account Security for more information.

Q: How can the TIO help me if I believe that my Internet service provider has given my personal information to other people or companies?
A: The TIO can refer you to a senior level of complaint at your Internet service provider for information about its website privacy policy, an explanation, and appropriate action.

Q: Can the TIO help me to stop getting emails I don't want?
A: This is generally outside the TIO's jurisdiction because it is about content rather than delivery of communications services. Your Internet service provider's website may contain information about how to prevent this problem, known as 'spamming'. The following websites are useful sources of information on this problem:

Coalition Against Unsolicited Bulk Email, Australia (CAUBE)
Electronic Privacy Information Center. EPIC's online guide to practical privacy tools
Fight Spam on the Internet
How do spammers harvest email addresses (this site includes links to websites on how to track spammers down)
Q: Can the TIO help me to stop somebody circulating my personal information on the Internet or stop threatening me over the Internet?
A: As these issues relate to content rather than service delivery, they are outside the TIO's jurisdiction. Useful websites to assist you with these problems include:

Netalert: Community advisory body on Internet content recently established by the Australian Government.
Ecrime link resource: Australian Federal Police information on Internet/electronic crime.
Cyberangels: American-based Internet safety organisation which offers personalised assistance dealing with Internet stalkers
Childnet: Non profit organisation working around the world to help make the Internet appropriate for children.