Telstra drops free mobile calling benefits for “small percentage” of SME customers

A small business has hit out against Telstra for removing free calling benefits that had been offered to the company in a prior consultation, saying the changes should have been handled better.

But Telstra says the changes are routine and only affect a small percentage of its customers.

In a letter sent to Kerryn Marlow of online marketing consultancy Media M Group, Telstra said it would be raising the prices of Marlow’s monthly bill – but that it would also remove some of Marlow’s benefits.

“Based on the different types of products you have on your account, you’re receiving more free Business Calling Bonus Options than you are eligible for under your plan,” the letter states.

“So we’ll be removing the free Bonus Options that no longer apply from your services, in line with the terms of your plan.”

Marlow says the letter was a shock, and at first thought it was a mistake.

“I thought someone had stuffed up, because usually Telstra calls us every quarter and goes through our bill, telling us if there are any discounts we could be getting that currently aren’t.”

“I used to spend about $400 a month with Telstra, which is not huge but is pretty sizeable for a small business. I was offered a deal where I could basically receive free phone calls if they were diverted.”

Marlow says she is confused that Telstra would rescind an offer that was awarded only a few months ago. But she also wants more explanation than just the letter, saying she “wouldn’t dream of doing anything like this to my customers”.

“I would say to Telstra, just ring us up and talk to us.”

In a statement, Telstra responded that the letters sent out are part of a regular mail-out program used to “tidy up” accounts, “making sure correct bonuses are applied”.

“If any customer has any concerns or questions, they should call the number in the letter and we will talk to them to make sure everything is correct.”

The company also confirmed that only a small percentage of businesses are affected. But Marlow says when she contacted Telstra customer service staff, the representative said other complaints of a similar nature had been recorded.

“When I called, the customer service person was saying she had received similar complaints and that there had been a few.”

But overall, Marlow says she just wants more explanation.

“I wouldn’t dream of doing this to my customers. I just want someone to call me – more explanation would be much more welcome.”