THE Australian Communications and Media Authority found the Moruya-based Southern Phone Company Limited breached the Telecommunications Act after it “inadvertently” removed the silent number classification from almost 4000 customers.
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The Authority investigation found Southern Phone failed to protect the privacy of 3,854 silent line customers after their phone numbers and associated name and address were published in three Australia-wide online public number directories between March 18, 2014 and July 24, 2014.
The company “inadvertently” uploaded the customer data to the Integrated Public Number Database (IPND), breaching the Telecommunications Consumer Protections Code, the IPND Industry Code; and the Telecommunications Act 1997.
Southern Phone since notified all affected customers and offered them a new telephone number free of charge.
Some of the affected customers also had their service details published in various regional hard copy directories.
Authority chairman Chris Chapman said Southern Phone fully cooperated with the Authority during the investigation and acknowledged it had reasonable grounds to make its findings.
“Failure by a telco provider to honour a customer’s request for a silent number is an issue that the ACMA takes very seriously, particularly given that such requests often arise from concerns over personal safety,” Mr Chapman said.
Southern Phone has been ordered to upgrade its data collection, engage an independent auditor to review its processes, instigate a comprehensive education and training program, and comprehensively report to the Authority.
The Authority has accepted Southern Phone’s enforceable undertaking that it would comply with the privacy clauses as directed and will closely monitor compliance.
Failure to do so exposes Southern Phone to federal court action.
Southern Phone managing director Mark Warren was unavailable for comment on Monday.