ACMA: Telstra Exposed for More Than 140,000 ‘Silent Numbers’

An investigation by Australia’s communications watchdog has uncovered that telco giant Telstra disclosed the names, addresses, and numbers of over 140,000 customers on more than 163,000 occasions.

These customers had requested their numbers to be unlisted or “silent” to prevent their personal details from appearing in public directories.

The Australian Communications and Media Authority (ACMA) discovered that most of the incidents occurred between 2021 and 2022. During this period, some customers had their unlisted numbers and details published in the White Pages, a directory of personal contact information available both online and in print.

The authority’s consumer lead Samantha Yorke emphasized the seriousness of the issue.

“While we are not aware of any harm to people as a result of these breaches, Telstra failing to protect customer information, jeopardizing people’s privacy and safety, is a significant concern,” Ms. Yorke said on July 10.

“Telstra holds personal details of millions of Australians, and those individuals have the right to expect that Telstra has strong systems and processes in place to safeguard their information.”

Why It Occurred

Telstra informed the affected customers about the remedies and attributed the release of unlisted numbers to system issues and procedural failures.

“Since the incident, we have made significant enhancements to our systems through major software and technology upgrades, and we perform regular sweeps to identify any potential misalignments,” a Telstra spokesperson stated.

In response to the breach, the nation’s communications watchdog specified certain requirements for the company, including comparing customer data between the White Pages and its internal database every six months.

Moreover, Telstra is obligated to implement a staff training program and undergo independent audits of its systems and compliance procedures.

Failing to adhere to these requirements could result in legal action, potentially leading to substantial financial penalties for the company.

“If Telstra violates the directive, the ACMA may initiate civil penalty proceedings in the Federal Court, where Telstra could face pecuniary penalties of up to $10 million per contravention,” ACMA stated.

This development comes as the telco giant raises prices for most of its mobile phone plans, with some experiencing an increase of up to 4 percent, exceeding the inflation rate.

Following the announcement of this price hike on July 9, Telstra shares climbed 1.8 percent to a three-month high of $3.80. Telecommunications shares have been on the rise despite declines in every sector of the ASX.

Telstra executive Brad Whitcomb acknowledged that the decision was not easy, especially in the current environment.

“Data from the Australian Bureau of Statistics shows that telecommunications pricing, which encompasses all telecommunications equipment and services beyond just mobile prices, has not increased for consumers anywhere near the rate of other consumer household goods and services over the last decade,” Mr. Whitcomb stated in a release.

“In fact, according to this data, in eight of the last 10 years, those prices have actually decreased.”