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Customer information and the importance of privacy

Telstra News

Posted on May 16, 2013

2 min read

Like any customer of any company I have the expectation that my personal details are securely stored and not publicly accessible.

No doubt you all have the same expectations.

So when we learnt some of our customers’ details were publicly available we immediately convened a team to have access to the data removed and commence an investigation.

It is not acceptable, under any circumstances, for this to happen.

Telstra takes seriously the confidentiality of all its customers’ data – our customers trust us and we recognise the responsibility this trust means to get this right.

We have to do everything possible not to breach that trust.

We are still investigating what happened and the team worked round the clock last night looking through the data and trying to pinpoint how this actually happened.

While some of the information is generally available, such as names, addresses and telephone numbers and up to six years old, we are acutely aware of the possibility that some of the information may be sensitive to some.

We will take all steps to identify these customers and work with them on an individual basis.  Additionally we will be contacting all customers whose information was inadvertently made available.

We take our customers’ privacy seriously; we have sophisticated tools and techniques and skilled people working on risks and privacy-related projects protecting the security of our customers’ information.

What has happened is unacceptable, I apologise and assure everybody that we’ll find out exactly what has happened here and do everything we can to make sure this does not happen again.