Telstra Avoid Full Wrath of ACMA Over Overseas Data Roaming

Telstra Avoid Full Wrath of ACMA Over Overseas Data RoamingThe Australian Communications and Media Authority (ACMA) has warned  Telstra for breaching the Telecommunications Consumer Protection Code 2007 (TCP Code). Between 2006 and 2012 Telstra incorrectly billed a large number of international data roaming customers multiple flag fall fees for single data sessions.

Telstra Avoid Full Wrath of ACMA Over Overseas Data RoamingThe Australian Communications and Media Authority (ACMA) has warned  Telstra for breaching the Telecommunications Consumer Protection Code 2007 (TCP Code).

 

Between 2006 and 2012 Telstra incorrectly billed a large number of international data roaming customers multiple flag fall fees for single data sessions. The incorrect bills were compounded by incorrect information Telstra received from international carriers and contracted data clearing house.

 

The TCP Code requires providers to bill customers accurately allowing for certain exceptions. One such exception is where the inaccuracy is caused by reliance on information provided by contractors. Whether Telstra could rely on this exception was a key issue for this investigation.

 

The investigation found  that Telstra could rely on this exception only until early 2009. It was then that Telstra first received a complaint from a consumer who had been incorrectly billed for multiple overseas data sessions. The ACMA found that billing inaccuracies after that complaint was received were caused by Telstra’s failure to investigate and identify the problems with the information being provided by its contractorOnce the information problem was discovered,

 

Telstra promptly identified all customers who were incorrectly charged for international data roaming and is systematically providing rebates. It has also permanently ceased charging a flag fall fee for international roaming data services.

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