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Australia: Telstra’s CRM system breached competition

 |  April 18, 2016

IT integration isn’t easy. Just ask Australia’s dominant carrier Telstra, whose customer information system accidentally provided a ladder over the “Chinese walls” supposed to keep wholesale information out of the hands of its retail business.

That information emerged in the regular Structural Separation Undertaking (SSU) report the Australian Competition and Consumer Commission (ACCC) prepares for parliament.

The ACCC’s statement says Telstra’s compliance with the SSU improved in the 2014-2015 reporting period, and “and Telstra has acted reasonably to redress breaches as they arise”.

Problems still remain, however, including leaking confidential information about wholesale arrangements to Telstra Retail business units; failure to maintain separation between wholesale, retail, and network services operations; meeting its reporting requirements; and blocking the processing of service orders in migration to the NBN.

Full Content: ACCC

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