Thursday, 15 December 2011

Telstra fails to inform bundled account customers in writing of major privacy breach

This is the full text of the only correspondence from Telstra and BigPond sent on 13 December 2011 to a ‘bundled account’ customer whose name, address, phone number and account password/s may have been amongst the hundreds of thousands potentially publicly available on the Internet for an unspecified period.
See any mention of the breach or of this customer’s possible vulnerability to hacking/identity theft and advice on how to protect their account?
No, I didn’t either.

As you're aware some of our online services were unavailable from late Friday 9th to late Saturday 10th December due to an earlier internal systems issue.

I want to sincerely apologise for any inconvenience you may have experienced this weekend because of the disruption.

Services are now back up again for the majority of our customers, and your BigPond services should be working as normal.

The decision to temporarily reduce access to these services was not taken lightly and I know that our actions resulted in a poor online experience for you and was a source of frustration.

So if you have any technical difficulties after logging into your BigPond email account please see our online help, visit us on CrowdSupport or just call us on 133 933. We’re here to help any time.

Once again, I apologise for the disruption to your service and thank you for your patience.

Best regards,

Peter Jamieson
Executive Director, Customer Service

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