Telstra Told Off For Mobile Data Usage Notification Fail
Telstra has been ticked off by the Australian Communications and Media Authority (ACMA) for failing to notify more than 150,000 mobile broadband customers they were about to hit their data quota, which led to many being hit with excess data charges.
Telstra did send a notification – but only as a text message to the number of the device, which it was unable to receive. This put it in breach of its obligations under the Telecommunications Consumer Protections (TCP) Code requiring it to send usage notifications via e-mail.
Telstra told ACMA it had automatically refunded all customers who had lodged a complaint about excess usage over the relevant period or had incurred an excess usage charge of $5 or less. It has also written to all other affected customers telling them they can claim a refund via an online form.
ACMA chair Nerida O’Loughlin has put Telstra on notice, saying any further breaches of the code may result in more serious regulatory action.
Telstra’s share price closed up 10 cents at $3.71 on the ASX yesterday, apparently reflecting a presentation in which investors were told that the No. 1 telco is expecting operating expenses to drop by $2.5 billion by FY 2022, and that it predicts EBITDA will return to growth in the next 12 months.