Mobile Service, Porting & Security Information
Important information about Alder mobile coverage, SIM/eSIM security, mobile-number transfers, identity verification, lost or stolen devices and suspected porting fraud.
1. Service scope
Alder mobile services are supplied using an underlying wholesale/mobile network and are subject to that network’s radio coverage, maintenance, roaming arrangements, device support and technical capabilities. Your plan’s Critical Information Summary and order contain the specific recurring price, data allowance and other inclusions.
2. Coverage, radio conditions and device compatibility
Coverage maps are predictive. Actual reception can vary because of distance from a mobile site, terrain, buildings, construction materials, local interference, device radio capability, network congestion, maintenance and whether the device supports the relevant frequency bands and network technologies.
Indoor coverage cannot be guaranteed at every address. Before relying on mobile for a critical use case, review the current coverage information and test the service in the location where practical. Alder will link to the relevant current mobile coverage information and any standardised map published by the underlying network where applicable.
3. Physical SIMs and eSIMs
SIMs and eSIM activation credentials provide access to the mobile service and must be protected. Do not share QR codes, activation codes, one-time passwords or account credentials with anyone who does not need them. A QR or activation credential may only be usable once or may need re-issue if a device changes.
Where Alder does not have a secure upstream API to issue an eSIM directly, activation remains a managed process rather than displaying or storing fabricated credentials in My Alder.
4. Transferring an existing mobile number
You may request to transfer an eligible Australian mobile number to Alder. The number must generally remain active with the losing provider until the transfer completes. The details supplied for the port must match the information required by the losing provider and porting system.
By asking Alder to port a number, you authorise Alder and its wholesale suppliers to carry out the port and the identity-verification steps required by law and industry processes.
5. Pre-port identity verification
Before a mobile number is ported, Alder or the relevant upstream provider must complete the additional identity-verification process required by the Telecommunications (Mobile Number Pre-Porting Additional Identity Verification) Industry Standard 2020 and applicable number-portability rules.
Verification normally uses the mechanisms permitted by the Standard, which may include a verification message/code to the mobile service being ported or another approved process. Identity documents or a government online verification service are used only in circumstances permitted by the rules, such as where the associated mobile device is lost, stolen or damaged and the normal verification process cannot be used.
A port will not proceed where required verification fails. Staff must not bypass verification merely because a caller knows account information.
6. Port timing and your old service
Do not cancel your old mobile service before the port is complete. The losing service usually needs to remain active for a successful transfer. A port can involve a short interruption while routing and network systems update.
Any port-completion estimate is subject to industry processing windows, correct customer details, losing-provider response and upstream network systems.
7. Failed, rejected or delayed ports
A port may fail or be delayed because customer details do not match, identity verification cannot be completed, the service is inactive, the number is not eligible, the losing provider rejects the request, or a network/porting system is unavailable.
Where possible, Alder will tell you the category of failure and what information or action is required. We will not ask for a password or security code that we do not need for the lawful porting process.
8. Unauthorised ports, account takeover and SIM-swap fraud
Contact Alder using a safe alternate method as soon as possible.
Alder may place a security hold on a suspicious port/SIM action while identity and authority are checked. We keep appropriate records of high-risk requests and may escalate suspected fraud to the upstream provider or lawful authorities where appropriate.
Customers should also secure the email account and financial accounts linked to the affected mobile number because mobile-number takeover can be used to intercept account-recovery codes.
9. Lost or stolen phone or SIM
Report a lost or stolen mobile device/SIM promptly. Depending on supplier capability and the circumstances, Alder can arrange or request service restriction, SIM replacement or another protective action. If the device itself is stolen, also use the handset manufacturer’s device-lock/location features where available and consider reporting theft to police.
10. Data usage and plan information
The applicable CIS identifies whether the mobile plan has a defined data allowance and what happens when that allowance is reached. My Alder will not describe a mobile plan as “unlimited” merely because allowance data is temporarily unavailable. If authoritative usage data is not available, the app should state that usage information is unavailable rather than infer an entitlement.
Usage reporting can be delayed relative to real-time network consumption, so customers should allow for processing latency when approaching a plan limit.
11. Emergency calls
In an emergency, call 000. Emergency-call availability depends on a compatible working device, radio coverage and applicable network/emergency-call rules. A mobile service should not be treated as a guaranteed sole emergency communications path in every location.
12. Mobile privacy and security data
Mobile service administration can involve personal information, mobile-number details, SIM/eSIM identifiers, service status, porting information, usage data and identity-verification records. We handle this information under the Privacy Policy and applicable telecommunications confidentiality rules.
Identity and porting information is only disclosed to suppliers and systems reasonably required to provide or secure the service, or where otherwise permitted or required by law.
13. Complaints and porting disputes
If a mobile service, port or security request has not been handled correctly, contact Alder support. Formal complaints are managed under the Complaints Handling Policy, including urgent treatment where the regulatory urgent-complaint criteria apply.
Keep the old service active, make sure customer details are correct, keep the phone/SIM available for verification where possible, and never give a one-time verification code to an unexpected caller.