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    Home»Updates for customers of unlisted services

    Updates for customers of unlisted services

    By December 9, 2022No Comments3 Mins Read
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    We are in the process of reaching out to some unlisted customers whose details were inadvertently made available via directory assistance or white pages. I wanted to explain what happened and what I’m doing to fix it.

    what happened and why

    As part of our regulatory obligations, Telstra is responsible for providing directory assistance and white pages.

    Recently, it was discovered that there were inconsistencies in the databases used to provide these services, resulting in the names, numbers and addresses of some customers being listed when they should not have been. did. This was the result of database inconsistencies and no cyber activity was involved.

    what we’ve been doing and what we’re doing

    As soon as we became aware of it, we began removing identified affected customers from our directory assistance service and the online version of White Pages.

    We have reached out to all affected customers to let them know and are providing free support through IDCARE.

    We are conducting an internal investigation to better understand how it happened and to prevent it from happening again.

    sorry for betraying your trust

    Protecting your privacy is absolutely paramount and we understand that for our affected customers, this is an unacceptable betrayal of trust.

    I’m sorry. I’m disappointed.

    Our customer service has come a long way in recent years, including being honest about our mistakes. It’s part of what drives us to make change. We recognize that we still get it wrong too often and simply need to improve.

    Michael Acland
    Michael Acland

    Chief Financial Officer and Group Executive, Strategy & Finance – Telstra

    As Chief Financial Officer and Executive of the Strategy and Finance Group, Michael Ackland guides the company’s financial performance and reporting, leads the development and execution of corporate strategy, oversees the risk and internal audit functions, and provides long-term leadership. Previously, Telstra’s Consumer and Small Business Group. I was leading a team that provided Prior to this, Michael said he was Telstra’s Sales and Service Officer and was responsible for Telstra’s consumer and small business sales and service channels, including Global Contact Center (GCC), Telstra Country Wide (TCW), and Telstra Digital. was leading In 2016 he joined Telstra as Executive Director of Telstra Country Wide where he was responsible for over 350 retail outlets and he over 16,000 partners across the country. Michael joined Telstra from his GE. At GE, he was CEO of GE Healthcare in Australia and New Zealand. At GE, Michael has held various executive roles across GE’s Australian and New Zealand operations, including financial services, corporate and healthcare divisions. Prior to joining GE, he was a Principal of the Boston Consulting Group for eight years. Michael holds a Bachelor of Commerce and a Bachelor of Science in Chemical Engineering from the University of Melbourne.



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