Telstra has been in problems with the Australian Communications and Media Authority once again, this time over compensation laws.
Internal system issues at the carrier, according to the ACMA, delayed payments of more than $11 million owing to more than 67,000 consumers.
As a result, Telstra will be subjected to an independent compliance review.
The money has since been paid, and Telstra and the ACMA have agreed to a court-enforceable commitment.
“We discovered an IT issue that meant a number of customers had not received customer service guarantee (CSG) payments when they should have,” a Telstra representative said.
The spokeswoman said, “We self-reported this to the ACMA and made the compensation to clients.”
“We performed a deeper dig into our systems after that to check on CSG payments, and we discovered a number of additional cases where payments were not made when they should have been.” We’ve made these payments and signed the agreement with ACMA that was revealed today.
“We deal with millions of client transactions every week, but this is certainly not the kind of experience we want to give them.”
“We’re working on enhancing the system to make it more automated.”
