Telstra faces criticism over mishandling of 140,000 silent numbers

Telstra is the subject of an investigation by the Australian Communications and Media Authority (ACMA) which found the telco mishandled the personal information of 140,000 customers who requested unlisted numbers, also known as silent numbers. That information was made public, in breach of the carrier’s licence conditions.

Consumers have the right to request that their phone number not be listed, meaning that it does not appear on recipients’ phones or in directories. This option is especially important for people who are concerned about their privacy and security.

Carol Bennett, CEO of the Australian Communications Consumer Action Network (ACCAN), strongly criticised Telstra’s actions and the limits of the regulatory sanctions available to the ACMA. “There are very good reasons why people choose to have a silent number. Whatever the reason, they should be able to expect that choice to be confidential,” Ms Bennett said. She emphasised the importance of silent numbers from a privacy and security perspective, referencing concerns raised by women’s services organisations.

“This problem is typical of a consumer protection and enforcement system that is not fit for purpose. The ACMA should have a modern regulatory toolbox and be empowered to apply strong and immediate sanctions proportionate to the seriousness of the misconduct,” Bennett added, stressing the need for more robust deterrents in the sector.

Rebecca Glenn, CEO of the Centre for Women’s Economic Safety (CWES), also criticised Telstra’s breach. Glenn outlined the wider ramifications of this breach of privacy, particularly for women experiencing economic abuse in domestic and family violence.

“The ACMA investigation into Telstra has uncovered a horrific breach of privacy with financial security implications and potentially devastating other consequences,” Glenn noted. She said the only recourse for those affected – changing their phone number – creates a significant burden. “This places a significant burden on victim-survivors who must contact financial and essential service providers with updated information.”

Glenn stressed that the telecoms industry needs to take domestic and family violence more seriously. “It is clear that current consumer protection measures in the telecoms sector are not sufficient deterrents to encourage better behaviour,” she concluded.

The ACMA investigation into Telstra has highlighted significant concerns about the protection of personal data and the adequacy of existing consumer protections. The incident has prompted calls from consumer groups for stronger regulatory measures to prevent such breaches and ensure the telecommunications industry upholds the highest standards of privacy and security for all customers.