Monday, 30 May 2022 21:01

ACMA orders Telstra to fix its legacy systems delaying compensation payments

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Telstra has committed to independently reviewing its processes and platforms in response to a demand from the Australian Communications and Media Authority (ACMA).

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.

 

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David M Williams

David has been computing since 1984 where he instantly gravitated to the family Commodore 64. He completed a Bachelor of Computer Science degree from 1990 to 1992, commencing full-time employment as a systems analyst at the end of that year. David subsequently worked as a UNIX Systems Manager, Asia-Pacific technical specialist for an international software company, Business Analyst, IT Manager, and other roles. David has been the Chief Information Officer for national public companies since 2007, delivering IT knowledge and business acumen, seeking to transform the industries within which he works. David is also involved in the user group community, the Australian Computer Society technical advisory boards, and education.

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