Telstra 2014 Annual Report Download - page 25

Customers Experiencing
Disadvantage
Our Access for Everyone program is
designed to help people on low incomes
or facing hardship stay connected. Since
2002, this program has provided benefits
to the value of more than $2 billion. We
work with over 2,000 community agencies
across Australia to deliver the program
that includes benefits such as discounts
on fixed line home phone services for
around 980,000 pensioners, home phone
line rental relief for 76,000 households and
distribution of around 113,000 calling cards.
Customers with Disability
For more than 25 years we have been
committed to ensuring our products
are accessible for customers with
communication challenges. Telstra’s
sixth Disability Action Plan (2013–2016)
recognises the benefits that modern
communications technologies bring
to people with disability and extends
Telstra’s commitment to improving the
accessibility and affordability of our
products and services.
Privacy and Data Protection
Millions of people trust us with their
personal information and we continue
to work diligently every day to honour
this trust. We take customer privacy
and data security very seriously. Our
priority is making sure we keep personal
information safe and secure at all times.
We continue to invest in controls to protect
the privacy of our customers and to be
transparent in the way we manage this
information. In March 2014, we published
our new Privacy Statement in response
to the introduction of the new Australian
Privacy Principles. This statement
reaffirms our commitment to protecting
the personal information of our customers.
In March 2014, the Privacy Commissioner
and the Australian Communications and
Media Authority found us in breach for an
incident that was identified in May 2013,
where some of our customer details were
available online. As soon as possible after
we learnt about the issue, we disabled all
public access to the data and apologised
to the people affected. We have since
made significant investments into more
stringent controls around our systems.
Cyber Safety
Cyber safety is an important social issue.
We play an active role as a member of
the Australian Government’s Online
Safety Consultative Working Group
and as co-chair of the Technology and
Wellbeing Roundtable with ReachOut.
com by Inspire Foundation. Telstra is
the only Australasian member of the
Family Online Safety Institute (FOSI), an
international, non-profit organisation
that convenes industry, government and
the non-profit sectors to collaborate and
innovate in the area of cyber safety.
This year, we partnered with the
Queensland Department of Education,
Training and Employment to develop “Meet
the Creeps”, a cyber safety quiz designed
to help students make the most of their
digital opportunities while remaining safe
online. We also distributed around 65,000
cyber safety kits across Australia during
the year, providing practical information
on areas such as protecting personal
information, cyberbullying and protecting
against scams and phishing.
We want to ensure that
everyone enjoys the benefits
of being connected to modern
communications technologies.
MEET THE CREEPS
A CYBER SAFETY INITIATIVE OF TELSTRA
AND THE QUEENSLAND GOVERNMENT
Sustainability
CUSTOMER EXPERIENCE
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