Itpa webheader

Misled Telstra customers refunded $9.3m


Tuesday, 02 October, 2018


Misled Telstra customers refunded $9.3m

Telstra customers who were misled by the company’s Premium Direct Billing (PDB) service have received a refund.

The telco has refunded $9.3 million to 72,000 customers, according a report it submitted to the ACCC.

In April 2018, the Federal Court ordered Telstra to pay penalties of $10 million for making false or misleading representations about charges for digital content, such as games and ringtones.

Telstra also committed to undertake a consumer remediation program, which has resulted in the $9.3 million of refunds to date.

“We are pleased to see so many customers refunded by Telstra. It’s clear a large number were charged for content like ringtones and wallpapers that they did not want, did not use and had difficulty unsubscribing from,” ACCC Chair Rod Sims said.

“Following our action, Telstra has paid close to $20 million in penalties and refunds. This should serve as a warning to all telecommunication providers that misleading and deceiving customers will result in serious consequences.”

Telstra committed to providing refunds to customers it could identify in its complaint records and those who contacted Telstra or the Telecommunications Industry Ombudsman directly.

Telstra customers who believe unauthorised PDB charges were applied to their accounts or prepaid service are encouraged to contact Telstra directly on 1800 007 763 (post-paid customers), 1800 007 413 (prepaid customers) or 1800 007 830 (business customers).

“We’d encourage current or former Telstra customers to contact Telstra for a refund if they believe there were unauthorised charges on their account because of the PDB service,” Sims said.

“The ACCC is also conducting a detailed investigation into the third-party billing services of other carriers and further enforcement action may well follow.”

The $9.3 million of refunds recently reported by Telstra is in addition to at least $5 million in refunds paid by Telstra or third parties to Telstra’s customers during the operation of its PDB service.

The PDB service allowed customers to purchase digital content from third-party developers that sell their content outside usual app marketplaces like Google Play or the App Store. Charges were automatically applied to customers’ pre-paid or post-paid mobile accounts. Telstra discontinued its PDB service on 3 March 2018.

In March 2018, the ACCC commenced proceedings against Telstra in the Federal Court.

In April 2018, Telstra admitted that it had misled consumers, consented to orders and made joint submissions with the ACCC in relation to penalties. Telstra also committed to offering refunds to affected customers and reporting to the ACCC.

Image credit: ©BillionPhotos.com/Dollar Photo Club

Please follow us and share on Twitter and Facebook. You can also subscribe for FREE to our weekly newsletter and quarterly magazine.

Information Technology Professionals Association (ITPA) is a not-for-profit organisation focused on continual professional development for its 18,700 members. To learn more about becoming an ITPA member, and the range of training opportunities, mentoring programs, events and online forums available, go to www.itpa.org.au.

Related Articles

What you don't know WILL hurt you

Digital pioneer Mark Bonchek says it's not enough to do digital — you have to...

The Assistance and Access Bill 2018 — a (bad) gift that keeps on giving

An alliance has been formed between Australian IT bodies to fight the Assistance and Access Bill...

Misled Telstra customers refunded $9.3m

Telstra customers who were misled by the company's Premium Direct Billing (PDB) service have...


  • All content Copyright © 2018 Westwick-Farrow Pty Ltd