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You can find the current article at its original source at http://www.theguardian.com/world/2013/sep/16/telstra-mistake-global-roaming-compensation
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Telstra overcharged 260,000 customers for global data roaming | Telstra overcharged 260,000 customers for global data roaming |
(1 day later) | |
The communications watchdog has formally warned Telstra for slugging hundreds of thousands of customers with inaccurate international roaming charges. | The communications watchdog has formally warned Telstra for slugging hundreds of thousands of customers with inaccurate international roaming charges. |
Between 2006 and 2012, Telstra mistakenly charged more than 260,000 customers multiple fees for single data sessions, reaping $30m. | Between 2006 and 2012, Telstra mistakenly charged more than 260,000 customers multiple fees for single data sessions, reaping $30m. |
Telstra blamed the mistake on the data clearing house from which it receives information about how customers use data abroad. | Telstra blamed the mistake on the data clearing house from which it receives information about how customers use data abroad. |
It said the clearing house had incorrectly recorded single data sessions – such as a user checking email – as multiple sessions, each incurring a 50c flagfall charge. | It said the clearing house had incorrectly recorded single data sessions – such as a user checking email – as multiple sessions, each incurring a 50c flagfall charge. |
But an investigation by the Australian Communications and Media Authority (Acma) found Telstra could only shift the blame until early 2009, when it received its first direct complaint from a customer who had been incorrectly billed. | But an investigation by the Australian Communications and Media Authority (Acma) found Telstra could only shift the blame until early 2009, when it received its first direct complaint from a customer who had been incorrectly billed. |
Telstra's failure at that point to investigate and identify problems with the information being supplied by its partner breached the industry's consumer protection code, Acma said on Monday. | Telstra's failure at that point to investigate and identify problems with the information being supplied by its partner breached the industry's consumer protection code, Acma said on Monday. |
Telstra discovered the problem in April 2012, and permanently scrapped its flagfall fees for international data roaming. It is now compensating customers, most of whom were overcharged small amounts. | Telstra discovered the problem in April 2012, and permanently scrapped its flagfall fees for international data roaming. It is now compensating customers, most of whom were overcharged small amounts. |
The Acma chairman, Chris Chapman, said the case was a reminder that telcos must be "vigilant about any potential issues with the information provided to them by third parties". | The Acma chairman, Chris Chapman, said the case was a reminder that telcos must be "vigilant about any potential issues with the information provided to them by third parties". |
While the watchdog can initiate legal proceedings, it decided to limit its response to a formal warning in recognition that Telstra had reported the issue and was proactively providing compensation. | While the watchdog can initiate legal proceedings, it decided to limit its response to a formal warning in recognition that Telstra had reported the issue and was proactively providing compensation. |
Telstra accepted Acma's findings and had apologised for the error, the company’s spokesman, Scott Whiffin, said. | Telstra accepted Acma's findings and had apologised for the error, the company’s spokesman, Scott Whiffin, said. |
Teresa Corbin, the chief of the Australian Communications Consumer Action Network, praised Telstra's "accountability and transparency", but said some customers who have switched providers could miss out on compensation. | Teresa Corbin, the chief of the Australian Communications Consumer Action Network, praised Telstra's "accountability and transparency", but said some customers who have switched providers could miss out on compensation. |
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