How we contact you
Find out how Access Canberra may contact you, and how to check if it’s really us.
If we need to contact you, we’ll use the contact details you’ve given us.
Recent communication from us
Customer satisfaction research
Micromex Research, on behalf of Access Canberra, is currently running customer satisfaction research. The feedback received in this annual research helps us improve our services.
Micromex Research will call members of the community to conduct the survey. You may also receive an SMS message from Micromex Research before they call you.
We will share the results on this website when they are available.
Registered letter
We sent a letter by registered post to 1,200 randomly selected Canberrans. The reason for this letter is to help us learn how many letters are received (or not).
If you received this letter, you will have signed for it, but you do not have to do anything else.
Phone calls
We may call you to:
- complete a transaction you started
- reply to a request you made.
Consider whether you’ve recently used our services. If you’re unsure, ask the caller for:
- their name
- the team they’re from
- a reference number for the enquiry.
You can then:
- Hang up and contact Access Canberra using our contact us options.
- Ask to speak with the Access Canberra team member using the information they gave you.
Do not try to call us using a phone number someone has given you, as it might be fake.
Letters
We send letters to:
- share information
- provide reminders
- as part of our regulatory activities.
Our regulatory advisory letters will have a reference number that you can quote when you call us to check if it’s real.
If you’re unsure about a letter that you received and it appears suspicious, you can contact us.
In person
Our officers may visit homes or work sites as part of our education, engagement and regulatory enforcement activities. For example, our:
- Environment Protection Authority conducts sound-level readings
- Rapid Regulatory Response teams attend construction sites.
They’ll have photo identification, which you can ask to see.
You do not have to let them in, and they must leave if you ask them to.
Email and SMS
We may send important information by email or text message if you’ve asked us to. You can sign up or opt out of these by updating your contact details and preferences.
Our messages may include:
- requests and reminders to attend appointments
- a notification of a completed transaction
- an update about your request, feedback or complaint
- reminders about your driver license or registration renewal.
What we do not do
We will not ask you to:
- provide your personal details or make a payment to stop us taking regulatory enforcement actions
- pay us money to release your information or fix your account
- give us remote access to your computer
- reply by text message to any SMS we send you
- click on links or attachments in the SMS (we will never include links in any SMS we send)
- confirm your details, like passwords, PIN, credit card information or account details by links in SMS or emails
- buy gift cards or vouchers.
Be aware of:
- scams that duplicate existing government websites, communication and social media
- private organisations offering to provide government information or services that are actually available for free.
Official ACT Government email addresses and websites typically end with ‘act.gov.au’ or the domain name of the government agency, like the ACT Digital Account. If it does not end in ‘act.gov.au’, it’s not a genuine ACT Government website.
Update your contact details
Find out how to:
- update your address and contact details
- manage your contact preferences
- sign up for SMS and email reminders
- opt out of SMS (text messages).
How to protect yourself from scams
1. Stop
Do not give money or personal information to anyone if you are not sure who they are.
Scammers will often pretend to be from organisations you know and trust like the ACT Government to trick you into giving your personal information or money.
2. Question
Ask yourself, could the communication be fake?
Never click on a link in an SMS message. We never include links in our SMS messages. Only contact the ACT Government using contact information our official website, such as Contact us.
If you’re not sure say no, hang up or delete.
3. Protect
If something feels wrong, act quickly.
Contact your bank if you notice any unusual activity or if a scammer gets your money or information. Seek help from IDCARE and report to ReportCyber and Scamwatch.