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.