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27 October 2010
ACMA and Australian Privacy Commissioner to
examine botched Telstra mail out
The Australian Communications and Media Authority and the Office of the
Australian Privacy Commissioner are looking into the circumstances of a botched
mail out by Telstra to its customers.
The mail out resulted in around 220,000 letters with incorrect addresses being sent
to Telstra customers. The letters contained the name, phone number and telephone
plan of other customers.
‘The ACMA’s main priority initially is to limit the damage to consumers caught up in
this mail out and where possible to ensure remedies are quickly implemented,’ said
ACMA Chairman, Chris Chapman.
‘I have spoken with Telstra and they have assured us they will fully co-operate with
the ACMA and other regulatory agencies to minimise the fall out for customers,’ Mr
Chapman said.
The Australian Privacy Commissioner, Mr Timothy Pilgrim, has advised that his
Office will commence an investigation into the matter.
‘While I welcome Telstra’s prompt advice that this incident occurred and that it has
taken steps to contact affected customers, I am concerned about the amount of
personal information that has been disclosed which includes potentially sensitive
information such as silent numbers,’ Mr Pilgrim said.
‘Customers expect their personal data to be protected by organisations and
incidents such as this are very serious. For this reason my Office will be opening an
investigation into the matter today.’
The ACMA and the Office of the Privacy Commissioner are working together to
ensure a co-ordinated response.
Telstra has established a hotline for its affected customers on 1800 307 987.
‘The Australian Communications Consumer Action Network has also been in
communication with ACMA and the Office of the Australian Privacy Commissioner
and both agencies are working with them to assist consumers who have been
affected by the mistaken mail outs,’ Mr Chapman said.
Issues around poor telco customer service have been central to the ACMA’s
Reconnecting the Customer inquiry. Hearings for this inquiry are occurring in
Sydney today and Melbourne on Friday, and other major centres in November. The
ACMA is also working with the industry to review the telecommunications consumer
code.
Further details regarding the inquiry can be found here
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ACMA media contact: Donald Robertson, Media Manager, on (02) 9334 7980,
0418 86 1766 or media@acma.gov.au.
Office of the Australian Privacy Commissioner media contact: Ms Leila
Daniels, Deputy Director Corporate and Public Affairs on 0407 663 968 or
media@privacy.gov.au
The ACMA is Australia’s regulator for broadcasting, the internet, radiocommunications and
telecommunications. The ACMA’s strategic intent is to make communications and media work in
Australia’s public interest. For more information: www.acma.gov.au.
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