{"id":797922,"date":"2026-07-13T16:53:29","date_gmt":"2026-07-13T16:53:29","guid":{"rendered":"https:\/\/www.newsbeep.com\/au\/797922\/"},"modified":"2026-07-13T16:53:29","modified_gmt":"2026-07-13T16:53:29","slug":"telstra-customers-hit-by-outage-can-apply-for-compensation","status":"publish","type":"post","link":"https:\/\/www.newsbeep.com\/au\/797922\/","title":{"rendered":"Telstra customers hit by outage can apply for compensation"},"content":{"rendered":"

Australians<\/a> impacted by Telstra<\/a>\u2019s outage last week can apply for compensation from the telco.<\/p>\n

The failure blocked hundreds of triple zero calls, impacted mobile calls and data services, caused major public transport delays and took down a payment system used by about 80,000 businesses last Wednesday<\/a>.<\/p>\n

\"The<\/p>\n

Telstra CFO Michael Ackland during press conference regarding the outage.\u00a0The Age<\/p>\n

The company later identified a software defect as the source of the issue.<\/p>\n

Telstra<\/a> chief financial officer Michael Ackland apologised for the disruption to customers and the broader community.<\/p>\n

\u201cWe know how much you rely on our network for work, for travel and to stay safe,\u201d Ackland said.<\/p>\n

\u201cWe take that responsibility very seriously.\u201d<\/p>\n

Business customers who have experienced a direct financial loss during the outage can request a compensation assessment on the telco\u2019s website<\/a>.<\/p>\n

\u201cOnce your complaint has been lodged, you\u2019ll receive an email from your case manager,\u201d Ackland said.<\/p>\n

\u201cWe require evidence to support your claim and will ask for you to provide this via a reply to that email.\u201d<\/p>\n

Business customers will need to provide point of sale records, EFTPOS transaction reports, booking records, invoice or order records, accounting reports or comparable sales records from previous Wednesdays.<\/p>\n

\u201cProviding a clear description of the impact, your estimated claim amount, and supporting documentation will help us assess your claim more efficiently,\u201d Ackland said.<\/p>\n

\u201cWe may contact you by phone to discuss further evidence required or to clarify your claim, if we need to.\u201d<\/p>\n

Ackland also urged customers to be vigilant about scams<\/a> following the outage.<\/p>\n

\u201cWe\u2019ve seen reports of fraudsters calling customers, claiming to be from Telstra and trying to take advantage of the outage,\u201d he said.<\/p>\n

\u201cIf you get a call from someone claiming to be from Telstra asking for your details in light of the outage, hang up and call us directly.<\/p>\n

\u201cOur teams are working as quickly as possible to resolve any remaining issues.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"Australians impacted by Telstra\u2019s outage last week can apply for compensation from the telco. The failure blocked hundreds…\n","protected":false},"author":2,"featured_media":797923,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[64,63,99],"class_list":["post-797922","post","type-post","status-publish","format-standard","has-post-thumbnail","category-business","tag-au","tag-australia","tag-business"],"_links":{"self":[{"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/posts\/797922","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/comments?post=797922"}],"version-history":[{"count":0,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/posts\/797922\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/media\/797923"}],"wp:attachment":[{"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/media?parent=797922"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/categories?post=797922"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.newsbeep.com\/au\/wp-json\/wp\/v2\/tags?post=797922"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}