Media Release, 29 June 2012

Telstra’s Executive Director of Customer Service, Peter Jamieson said that Telstra deeply regrets the privacy incident that occurred late last year and we sincerely apologise to our customers.

“Telstra is serious about its commitment to protect the privacy of our customers, particularly the information that they provide us.

“In December 2011, we discovered that some customer information was able to be accessed on the internet. As soon as we became aware of the issue, we moved swiftly to minimise customer risk and contacted impacted customers as soon as possible.

“We deeply regret the incident. As we did at the time, we sincerely apologise to any of our customers impacted by this incident,” Mr Jamieson said.

“An incident like this is unacceptable.  We take our privacy obligations very seriously and invest considerable time and resources in ensuring the privacy of our customers’ personal information.

“We conducted a full investigation into why this incident happened, in conjunction with the OAIC and the ACMA.  We identified a number of areas where our technology, processes and training have to be improved.  We have taken actions to improve all of these areas and will continue to do so.

“All of these actions are designed to ensure that such an incident doesn’t happen again.

“We have worked closely with both the OAIC and the ACMA as part of their investigation into the incident. We have made it clear that this particular incident is unacceptable and have taken action to prevent it from happening again,” Mr Jamieson said.