Telstra investigated by industry watchdogs for sending 220,000 letters with private customer details

The Australian Communications and Media Authority and the Privacy Commissioner will investigate how Telstra sent 220,000 letters to customers containing the private details of other Telstra users.

The authorities say the letters were sent to the wrong addresses, allowing customers to view the names, phone numbers and product plans of other customers. ACMA chairman Chris Chapman says the investigation will determine how the bungle occurred, and how customers can fix their details.

“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,” Chapman said in a statement.

“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 fallout for customers.”

Australian privacy commissioner Timothy Pilgrim also said his office will conduct an investigation. Both departments will work together to issue a co-ordinated response, the two watchdogs said.

“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,” 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.”

Telstra has set up a hotline for affected customers. Chapman said they can call the number to determine the next course of action.

“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,” Chapman said.

Telstra said in a statement that customers who have received letters are urged to destroy them, or return them to the senders. About 23,500 letters of the 220,000 sent contained information regarding silent lines, the company said.

“The letters, which were delivered to the wrong address, went to consumer customers and some business customers and contained the customer name, their telephone plan, phone number and, if applicable, reference to their Telstra Pensioner Discount.”

“Telstra is taking this issue very seriously. An urgent and thorough investigation is underway to examine how this occurred and to stop it happening again.”