Fed: Telstra defends use of message advisory

AAP General News (Australia)
08-21-2001
Fed: Telstra defends use of message advisory

CANBERRA, Aug 21 AAP - Telstra today defended sending voice messages advertising a
new service to millions of mobile phone users and charging them 22 cents to retrieve the
information.

Consumer advocates have asked the Australian Competition and Consumer Commission (ACCC)
to investigate Telstra after millions of users received the unsolicited voice message
advising them of a new Message Bank callback service.

Telstra's manager of wireless messaging, Rob Saviani, said the company had used the
message system because it was the most effective way to advise customers of the service.

"It's a service that we're providing to our customers and it's important that we advise
users of enhancements to their services in the most effective manner possible," he told
ABC radio.

When asked why Telstra did not mail out information to customers advising of the service,
he said: "Fundamentally because this (voice message) was the most effective mechanism
that we could provide that information to our customers".

Consumers Telecommunications Network executive officer Helen Campbell said customers
should not have to pay to hear information about services.

"Well I really do feel that it's daylight robbery, to be sending out messages to promote
your own service and then expect your customers to pay you to listen to them," she told
ABC radio.

The Australian Consumers Association (ACA) said while the voice message system may
be effective, Telstra should not leave consumers with the bill.

"It will be a precedent because obviously they are using the channel that they feel
people will respond best to, the problem being however that they're charging for that,"

ACA spokesman Charles Britton told ABC radio.

"We'd suggest that perhaps people shouldn't be charged for that sort of advertisement.

"I think it's a bit rich."

AAP lm/ph

KEYWORD: TELSTRA ACCC

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