Telstra given formal warning over excess usage notifications

The Australian Communications and Media Authority (ACMA)  has issued Telstra with a formal warning for failing to send data usage email notifications to more than 150,000 mobile broadband customers, leading to people having to pay unexpected excess usage charges.

The issue was caused by Telstra’s systems being set to send SMS notifications which were unable to be received by broadband customers not connected with a mobile phone account.

ACMA Chair, Nerida O’Loughlin said Telstra self-reported to the ACMA that between September 2013 and May 2019 it breached its obligations under the Telecommunications Consumer Protections (TCP) Code to send usage notifications via email.

Telstra advised it has automatically refunded all customers who lodged a complaint about excess usage over the relevant period or incurred an excess usage charge of $5 or less. It has also written to all other affected customers who can claim a refund via an online form.

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