Telstra's internal systems led to delays in compensating customers $11 million, which itself came about from Telstra’s failures to repair faulty landline connections within the mandated time frame.
Consequently, ACMA found Telstra had not resolved over 67,000 customer issues in accordance with its Customer Service Guarantee rules between 2017 and 2021, and then subsequently had not provided compensation of more than $11m in a timely fashion either.
ACMA has now demanded Telstra independently review its internal system errors and its compliance.
Telstra has paid the outstanding compensation and agreed to the ACMA requirements which will see it improve its payment assessment system over two years, and regularly report on compensation rules compliance to the ACMA.
ACMA has additionally made breach findings against Telstra for billing accuracy, download speeds, and failing to upload silent number requests to the Integrated Public Number Database (IPND). Again, these have been attributed to legacy systems problems.
iTWire notes Telstra self-reported these breaches.