Telstra: Difference between revisions

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===Repeated overcharging customers for inactive services===

In 2020 it was identified that Telstra had charged more than 10,000 customers for services that weren't active. It is estimated that Telstra overcharged almost $2.5 Million over a 12 year period. Australian Communications and Media Authority (ACMA) formally directed Telstra to comply with the Telecommunications Act in September 2020.<ref>ACMA - Telstra direction (''November 2020'') - https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020</ref>

In 2020 it was identified that Telstra had charged more than 10,000 customers for services that weren't active. It is estimated that Telstra overcharged almost $2.5 Million over a 12 year period. Australian Communications and Media Authority (ACMA) formally directed Telstra to comply with the Telecommunications Act in September 2020.<ref>ACMA - Telstra direction (''November 2020'') - https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020 ([http://web.archive.org/web/20250708192306/https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020 Archived])</ref>

A subsequent investigation occurred in 2022 and identified that Telstra had overcharged more than 11000 customers approximately $1.7 million. ACMA ordered Telstra to pay a $3 Million penalty in addition to refunding affected customers $21.1 Million<ref>{{Cite web |date=2 Dec 2023 |title=Telstra pays $24 million in penalties and refunds after wrongly charging customers |url=https://www.acma.gov.au/articles/2023-12/telstra-pays-24-million-penalties-and-refunds-after-wrongly-charging-customers |archive-url=http://web.archive.org/web/20250803185546/https://www.acma.gov.au/articles/2023-12/telstra-pays-24-million-penalties-and-refunds-after-wrongly-charging-customers |archive-date=3 Aug 2025}}</ref>

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===Selling mobile contracts to customers who cannot afford them===

Between January 2016 and August 2018 representatives at Telstra stores sold unaffordable contracts to 108 Indigenous customers. Sales staff manipulated credit assessments, misrepresented products as free and exploited language barriers. In 2020 the ACCC instituted Federal Court proceedings against Telstra for unconscionable conduct and the Federal Court ordered Telstra to pay $50 Million in penalties. <ref>ACCC - Telstra to pay $50m penalty for unconscionable sales to Indigenous consumers https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers</ref>

Between January 2016 and August 2018 representatives at Telstra stores sold unaffordable contracts to 108 Indigenous customers. Sales staff manipulated credit assessments, misrepresented products as free and exploited language barriers. In 2020 the ACCC instituted Federal Court proceedings against Telstra for unconscionable conduct and the Federal Court ordered Telstra to pay $50 Million in penalties. <ref>ACCC - Telstra to pay $50m penalty for unconscionable sales to Indigenous consumers https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers ([http://web.archive.org/web/20251213082437/https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers Archived])</ref>

==References==

[[Category:Telstra Group Limited]]

@@ Line 42: / Line 42: @@
 ===Repeated overcharging customers for inactive services===
-In 2020 it was identified that Telstra had charged more than 10,000 customers for services that weren't active. It is estimated that Telstra overcharged almost $2.5 Million over a 12 year period. Australian Communications and Media Authority (ACMA) formally directed Telstra to comply with the Telecommunications Act in September 2020.<ref>ACMA - Telstra direction (''November 2020'') -  https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020</ref>
+In 2020 it was identified that Telstra had charged more than 10,000 customers for services that weren't active. It is estimated that Telstra overcharged almost $2.5 Million over a 12 year period. Australian Communications and Media Authority (ACMA) formally directed Telstra to comply with the Telecommunications Act in September 2020.<ref>ACMA - Telstra direction (''November 2020'') -  https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020 ([http://web.archive.org/web/20250708192306/https://www.acma.gov.au/publications/2020-11/report/telstra-direction-november-2020 Archived])</ref>
 A subsequent investigation occurred in 2022 and identified that Telstra had overcharged more than 11000 customers approximately $1.7 million. ACMA ordered Telstra to pay a $3 Million penalty in addition to refunding affected customers $21.1 Million<ref>{{Cite web |date=2 Dec 2023 |title=Telstra pays $24 million in penalties and refunds after wrongly charging customers |url=https://www.acma.gov.au/articles/2023-12/telstra-pays-24-million-penalties-and-refunds-after-wrongly-charging-customers |archive-url=http://web.archive.org/web/20250803185546/https://www.acma.gov.au/articles/2023-12/telstra-pays-24-million-penalties-and-refunds-after-wrongly-charging-customers |archive-date=3 Aug 2025}}</ref>
@@ Line 50: / Line 50: @@
 ===Selling mobile contracts to customers who cannot afford them===
-Between January 2016 and August 2018 representatives at Telstra stores sold unaffordable contracts to 108 Indigenous customers. Sales staff manipulated credit assessments, misrepresented products as free and exploited language barriers.  In 2020 the ACCC instituted Federal Court proceedings against Telstra for unconscionable conduct and the Federal Court ordered Telstra to pay $50 Million in penalties. <ref>ACCC - Telstra to pay $50m penalty for unconscionable sales to Indigenous consumers https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers</ref>
+Between January 2016 and August 2018 representatives at Telstra stores sold unaffordable contracts to 108 Indigenous customers. Sales staff manipulated credit assessments, misrepresented products as free and exploited language barriers.  In 2020 the ACCC instituted Federal Court proceedings against Telstra for unconscionable conduct and the Federal Court ordered Telstra to pay $50 Million in penalties. <ref>ACCC - Telstra to pay $50m penalty for unconscionable sales to Indigenous consumers https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers ([http://web.archive.org/web/20251213082437/https://www.accc.gov.au/media-release/telstra-to-pay-50m-penalty-for-unconscionable-sales-to-indigenous-consumers Archived])</ref>
 ==References==
 <references />
 [[Category:Telstra Group Limited]]