Search Results for: Telstra

Help for Telstra Customers in Far North Queensland

Posted on September 27, 2023 by - ICAN News

ICAN Financial Counsellors Unaisi Buli and Zack Wildy visited Thursday Island this month to talk with people in the community who had purchased goods from Telstra.  Their visit was a result of remediation funding provided by Telstra to explore mis-selling and misconduct at their retail stores, which targeted First Nations consumers across Cape York and the Torres Strait.

“In 2021, Telstra were fined $50 million for mis-selling to Indigenous consumers at stores in Western Australia and the Northern Territory”, Zack said.  “As a result of this fine, Telstra provided funding to financial counselling services like ICAN to find out if the same thing was happening elsewhere in the country.

“The text-book case is that someone went into a Telstra store for something basic like a credit recharge or a simple plan, and walked out with a phone, tablet, headphones, Bluetooth speaker and any number of other products or services that they likely could not afford, did not need, or could not use”.

So far ICAN have identified 30 cases of mis-selling and expects that there are more to come.

Telstra Refunds, Compensation

Unaisi said, “Although a lot of time may have passed since someone visited a store, or even if the debt was waived or written off, the account can still be found and people may be eligible for refunds, removal of credit defaults, and in some cases, compensation for undue harm and distress.

“A significant portion of the people we see who have experienced this misconduct have advised of feelings of shame, anxiety, guilt, embarrassment, and fear, especially when debt collectors become involved.  In these cases, compensation can be awarded in the thousands of dollars.”

ICAN has said that although it appreciates the efforts that Telstra have made to address this conduct themselves, for example, via regional outreach visits in the Telstra Pink Bus and by waiving debts based on postcode information, they do not feel that this has done enough to address the harm caused by the mis-selling.

Zack explained, “We are seeing people who visited the Pink Bus or had a debt waived another way, and that is great, but when they could be entitled to thousands of dollars in refunds or compensation, it does not seem like they are getting a fair deal.

“We are really interested in speaking to people who may have visited the Pink Bus or had a debt with Telstra not only to ensure that they receive what they are entitled to under the remediation agreement but also so we can gather cases that may lead to a pro-active response from Telstra to address the misconduct, separate from what happened in WA and the NT,” said Zack.

In addition to cases of miss-selling in these regions, ICAN also received significant feedback from the people we spoke to about Telstra’s general poor engagement with remote communities, including network coverage.  Telstra’s inadequate network coverage impacts individuals, businesses, and emergency services, yet residents are charged the same price as the wider Australian community while getting only a fraction of the service.

Zack said, “ICAN plan on visiting Yarrabah in October and would like to speak to anyone in the community who purchased goods from a Telstra shop.  People can keep an eye on our socials for more details about our upcoming visit or drop in and see us at the ICAN Yarrabah office.”

ICAN have offices in Cairns, Townsville and Atherton and have provided financial counselling support to mob across North Queensland for over 15 years.  If would like to speak to us about something you purchased from a Telstra shop, please contact ICAN on 1800 369 878 (free call).

Read our March 2023 Telstra story here.

ICAN helps customers connect

Posted on March 29, 2023 by - ICAN News

ICAN recently received funding from Telstra to identify any instances of product misselling across several Indigenous communities in North Queensland, from the Cape to Palm Island.  The funding comes on the back of the $50M fine Telstra was ordered to pay by the Federal Government in 2021, the second-highest fine ever issued under Australian Consumer Law.

Between January 2016 and August 2018, Telstra admitted it breached the Australian Consumer Law and acted unconscionably when sales staff at five licensed Telstra-branded stores in the Northern Territory, South Australia and Western Australia signed up 108 Indigenous consumers to multiple post-paid mobile contracts which they did not understand and could not afford.

At the time, there was no indication of large-scale misselling by Telstra in Queensland.  However, on further investigation, the financial counselling sector now believes there are potential misselling cases across several North Queensland Indigenous communities.

ICAN Financial Counsellor, Zack Wildy, said, “Effectively, what led to the $50M fine is that Indigenous consumers would go into the Telstra shop for something pretty basic, like a phone recharge or to look at a plan.  Instead, they walk out with a brand-new iPhone, Xbox, a premium phone plan, or any number of items.

“The issue with all of this is that for many people, the cost of those goods was far beyond what they could afford, and no credit checks were done, so people were sold goods and services they couldn’t afford and didn’t need.  In some cases, there weren’t any Telstra towers to provide an internet connection, so the devices sold to them couldn’t even be used,” said Zack.

Redress and Compensation

Since the fine was issued, Telstra has been proactive in visiting all communities, including those in Queensland, to speak with residents and wipe out some of the debt.  However, this doesn’t address the separate issue of misselling.

Telstra’s funding will allow ICAN to travel to communities to explore whether there have been other instances of misspelling, which ICAN will bring to Telstra’s attention.  ICAN’s role will be to advocate for those customers to obtain redress and compensation and support people experiencing hardship in paying their Telstra bills.

“Telstra is obligated to also provide compensation for that misselling because it had some pretty serious knock-on effects to people’s stress levels and wellbeing, especially if they were harassed by debt collectors”, said Zack.

ICAN will be visiting North Queensland communities as part of our regular weekly outreach and engaging with the community to let them know we want to hear from them if they bought any products or services from Telstra.  We will keep communities informed about our visits to ensure we can speak to as many people as possible.

Scamwatch: Coronavirus

Posted on May 8, 2020 by - ICAN News

Unfortunately, as the effects of the Covid-19 virus in Australia have become increasingly serious, a number of scammers have sought to take advantage of consumers. The ACCC’s Consumer Consultative Committee (of which ICAN is a member) has provided the latest information about frequently reported coronavirus scams, scams targeted at specific sectors, and advice for consumers.

General Scams

Scammers are taking advantage of current high demand and shortages of face and surgical masks by purporting to sell and deliver facemasks. They may use names of prominent companies known to produce these masks, particularly those based in Europe. Victims are asked to pay via bank transfers in advance, typically to bank accounts in European countries; however, the victim never receives the product, the scammer becomes unreachable, or the websites/platforms disappear. There have also been cases where victims are directed to collect the paid masks from various clinics, only to discover upon collection that there were no such arrangements.

  • Similar scams exist for other products impacted by the coronavirus, such as hand sanitiser and other medical PPE. Scammers are also offering non-existent cures or vaccinations for the virus.
  • Scammers are emailing malicious links and documents that claim to contain information on how to protect against the spread of COVID-19. In many cases, recipients are asked to log into a website with their email address and password. By doing so, criminals can install malware on the recipient’s device and steal money or sensitive information. To do this, scammers are impersonating prominent organisations such as the Department of Health in Australia, and the World Health Organization (WHO).
  • Using text messages and social media, scammers are impersonating grocery retailers such as Coles and Woolworths. They offer free shopping vouchers to help consumers financially impacted by the coronavirus. Clicking the link provided by these scammers may lead to the loss of an individual’s information.
  • Scammers are using the coronavirus to assist in the perpetration of puppy scams.  Consumers should always properly investigate a breeder before committing to the purchase of an animal.
Financial Scams
  • Scammers are taking advantage of the Government’s announcement that people suffering financial hardship can have early access to their superannuation from mid-April. Scammers have been messaging or cold calling individuals, claiming to be able to help them obtain early access to their superannuation; and determining if they are eligible for benefits or that the Government’s new superannuation scheme will lock them out of their accounts. While no losses have yet been recorded for these scams, lost personal information could potentially allow scammers to access an individual’s super account.
  • The ATO is managing the new early-release process through the MyGov website. There is no need to involve a third party, and there are no fees involved.
  • There are a number of investment scams, particularly via social media, that are claiming that coronavirus has created opportunities for investment and encouraging consumers to invest with them.
  • Scammers are impersonating banking and financial institutes, claiming that personal details need updating in response to the pandemic.
  • Scammers are impersonating suppliers in business email compromise scams and using COVID-19 as an excuse to divert businesses’ usual account payments to a different bank account.
Telecommunications Scams
  • Scammers have been calling victims and impersonating health or government officials asking for personal information to conduct “contact tracing” –an identification and monitoring process for people who have been in close contact with infected individuals. Typically, victims are asked for payment or banking details for purported “verification” purposes.
  • There have been multiple reports that scammers are claiming to be a representative of Telstra or Netflix offering free streaming services.
Scams affecting CALD communities
  • Scammers have been targeting the Chinese community with automated messages about coronavirus and threatening individuals with arrest if money is not urgently sent.
  • Scamwatch has received reports of the above superannuation scams targeting the Thai community in Australia; however other CALD communities may also be affected by this scam. A warning about these scams will be available in Thai on the Scamwatch website.
Scams affecting older Australians
  • Scammers are reportedly calling older Australians pretending to be a relative (e.g. grandchild) after being admitted to hospital for medical treatment for a COVID-19 infection. Victims are urged to pay for medical treatment by depositing money or handing over cash or other valuables to “hospital representatives” who will appear at the victims’ residence.
  • Scammers are using the Government’s announcement on early superannuation access to target older consumers. People should be particularly wary of any cold callers claiming they can provide advice on whether their super account is eligible for various benefits or claiming the new scheme will lock them out their super accounts.
  • In most cases the scammers are seeking to obtain personal information that will help them fraudulently access a victim’s superannuation funds.
Protecting Yourself
  • Be aware of fraudulent emails claiming to be from experts saying that they have information about the virus. For the most up-to-date information about the coronavirus, visit the Department of Health and the World Health Organization (WHO).
  • When buying essentials be careful of fake online shopping sites requesting unusual payment methods such as upfront payment via money order, wire transfer, international funds transfer, preloaded card or electronic currency, like Bitcoin. Information is available at Online shopping scams.
  • The best way to detect a fake trader or social media online shopping scam is to search for reviews before purchasing. No vaccine or cure presently exists for the coronavirus.
  • Don’t let anyone pressure you to make quick decisions. Take your time and consider who you are dealing with.
  • Don’t click on links from sources you don’t know. They could download viruses onto your computer or device.
  • Don’t open attachments or click on links in emails, text messages or social media messages you’ve received from strangers — just press delete.
  • Never respond to unsolicited messages and calls that ask for personal or financial details — just press delete or hang up.
  • Always keep your computer security up to date with anti-virus and anti-spyware software, and a good firewall. Only buy computer and anti-virus software from a reputable source.
  • If you are planning to donate, do your research. If you are donating to crowdfunding requests, check the terms and conditions of funding platforms and ensure you are dealing with official organisations.
  • If you are donating to an established charity or not-for-profit organisation, ensure it is registered and that you are on the official website by searching the Australian Charities and Not-for-profits Commission Charity Register.
  • Stay up to date with latest consumer advice relating to COVID-19 (coronavirus) on the ACCC website at: www.accc.gov.au/covid-19

Yarns from the north (Part 2)

Posted on December 22, 2019 by - ICAN News

Pictured: Broome Circle, Financial Counsellor, Alan Gray.

Hi Alan, thanks for agreeing to this interview for our ‘Yarn’s from the north’ series. As stated on the phone I’ve been really impressed by your consumer advocacy and wanted to focus the story on that.

Firstly , can you please tell me about the region that you cover as a financial counsellor?

Our agency Broome circle, covers the West Kimberley, which includes Broome township, plus Bdiyadanga (the largest Aboriginal community in WA) and three other remote communities: Beagle Bay, Djarindjin and One Arm Point.  That’s an areas nearly the size of Tasmania but spread out with only 16,000 people.  95% of my clients are Indigenous.

Do you find that the consumer issues that you see with one client are often systemic across the Kimberly?

Yes, it seems that if some rip-off merchant has taken advantage of one family member, they’ve done it to many!  An because communities in the Kimberley are often isolated from each other, the rip-off merchants can roll up to the next community without anyone suspecting their behaviour.

If so, what are the most pressing issues that you’ve come across?

Telstra’s unaffordable phone plans; consumer leases for fridges and washing machines; payday loans and other high-interest loans; high bank fees; car loan debt; power disconnections; housing evictions; homelessness and poverty driven by addiction.  Online or digital scams are becoming more prevalent too.

Why do you think consumer advocacy is so important in financial counselling? Do you think you get better results for your clients as a result?

I think of advocacy as the key activity of a financial counsellor – otherwise we’re just paper shufflers.  Sometimes I think we should be renamed financial advocates.  With the mentality of an advocate we can tackle someone’s problem with the aim of solving it – not just managing it.  So in practical terms I would never try to get someone onto a debt repayment plan to a debt collector, or get them a three month Hardship pause on repayments – if their long-term circumstances are not going to improve.  That just makes us an unpaid agent of the debt collector.  I would always try to get a debt waiver.

Financial counsellors can be a bit wary of the media, what has given you the confidence to engage them for the benefit of your clients?

I find it easy to engage with journalists because I’ve been one for more than 30 years.  I know how they think, and what they want, so I suppose that helps.

And are you selective on what media outlets you’ll engage with?

Yes – I never bother with right wing media whose audience and bosses are never going to listen to our side of the story anyway – that’s a waste of effort.  I concentrate on ABC TV and radio, local indigenous radio, and finally newspapers.

Client stories obviously provide the ‘gold’ to any consumer advocacy campaign, what’s your feelings on getting clients directly involved?

Yes, the story coming directly from the client has the best impact on viewers or listeners.  But many clients feel too embarrassed or shy to talk to media, and I would never urge anyone to participate if they didn’t want to.  We’re lucky in the West Kimberley – there seems to be a tradition among the Saltwater people from this region of not being shy of a microphone or camera!

Anything else you’d like to say on the subject? Do you have links to web media stories that are in line with the issues you mentioned earlier?

Here are a few stories I’ve been involved with lately:

https://www.abc.net.au/news/2019-11-19/telstra-to-buy-back-debt-of-ripped-off-customers/11713902

https://www.abc.net.au/news/2019-11-07/telstra-apologises-at-aboriginal-economic-development-forum/11681306

https://www.abc.net.au/news/2019-11-13/tax-office-chases-remote-residents-over-fraudulent-claims/11690766

Yarns’ from the north (Part-1)

Posted on October 20, 2019 by - ICAN News

In part-1 of ‘Yarns’ from the North’, ICAN E-News caught up with Toni Cork, General Manager and Financial Counsellor at HK Training & Consultancy (HKTC), a registered training organisation, based in Darwin, NT. The team at HKTC do amazing work with the Nightcliff Renal Facility, an extremely important job given the alarming reality that 32.4% of Indigenous people in the Northern Territory are living with signs of kidney disease, the highest rate of any state or territory in Australia. 

Welcome Toni!

Given your experience working within remote Indigenous communities, what connection do you see between financial hardship and health?

“Taking care of yourself is the last thing on the list for people in financial hardship.  Once the essentials like rent and power are paid, there’s little left over to spend on eating healthy foods and exercising.  Often fridges are old and don’t work properly, which causes food to spoil quickly, and not every household has a washing machine, which means clothing and bedding can be used for months before there’s an opportunity to wash them.  Of course, this then increases the chances and spread of skin infections such as scabies, which often leads to strep infections – the number one cause of rheumatic heart disease. These circumstances, accompanied with lack of housing, limited health resources in language, and health staff who speak language, create a massive health dilemma and an increase in chronic diseases such as kidney disease.”

Can you tell me about the cost and access to healthy food in the remote communities that you service? 

“There has been a marked decrease in the cost of fresh fruit and vegetables in remote communities over the last ten years. However it’s still anywhere from $1 – $5 more expensive per item than buying from a supermarket in Darwin.  There’s also little or no access to dietary requirements such as milk alternatives or gluten-free pasta’s.  And while healthy food has decreased in price other items such as bread, milk, cereals, cheese, spreads, tea and coffee are two to three times more expensive than purchasing them from a supermarket in Darwin.  Therefore, once you’ve bought those items there’s often not a lot left for your fruits and vegetables.” 

How and why did HKTC start providing services at the Nightcliff Renal Facility?

“It happened very organically.  We had some clients who had to relocate from their Community to Darwin for dialysis treatment, and we assisted them with accessing insurance payments from the superannuation companies.  Once we helped those clients other patients, renal social workers and Aboriginal Liaison Officers started asking us to help other people.  At that time there was no organisation specifically servicing the renal unit, and some of the patients, while waiting for housing, were staying with family in the town camps, and we were the town camp service provider.  So it just made sense to us to fill this gap.”

How many patients do you estimate are at the Nightcliff Renal Facility? 

“There are 120. We predominately service patients from Nightcliff Renal Unit but also have a client who is a patient at Palmerston Renal Unit and currently one who is at the Royal Darwin Hospital Renal ward.  We have helped about 15 people from the hospital ward.”

What percentage of patients are Indigenous, and where are they from? 

“99% are Indigenous, and they come from all over the top end of the NT.  We’re currently assisting people who are originally from Wurrumiyanga on Bathurst Island, Minjilang, Yirrkala, Jabiru, Lajamanu, Papunya, Minyeri, Barunga, Borroloola and Galiwin’ku.”

What type of money management and financial counselling does HKTC provide at the renal facility?

“We provide the whole range of services – from helping people do a budget for the change of living arrangements; to accessing ID; through to assisting them to access IP & TPD insurance, debt waivers, advocacy with systemic issues, tax help and delivering information sessions on topics such as understanding their rights and responsibilities as consumers and on affordable lending products such as the NILS loan.”

Are there some issues your team deals with at the renal facility more than others, and what are they? 

“Yes, we assist with a lot of superannuation claims and Telstra issues.” 

Do you see any health benefits for clients that you’ve assisted, either directly or indirectly, including benefits to mental health?

“There are certainly immediate health benefits for people that we assist, both physically and mentally.  How long these benefits last depends on whether there has been a permanent change to their situation, such as stable employment and housing and how much wrap-around support they’re getting from other services.  I don’t believe we’ll ever see long-term sustainable change until we can change all aspects of a person’s life that contributes to them being in hardship and ill health to begin with.  For this to happen we need to work and keep working collaboratively, from a strengths-based model and programs need to be adequately funded.” 

Do you think financial counselling services should become an integral part of health interventions, for example, within health services/hospitals like social work?

“Absolutely.  There is definitely a need for impartial and informed free help and advice for people accessing health services, especially when their health needs are going to be long term.  We’ve also assisted people, via referrals from Centrelink, who are in hospital receiving treatment for cancer and recovering from an accident.  I believe there’d be enough work for a financial counsellor and capability worker to work from the hospital at least one day a week, and this support would take some stress off the patients and their families and free up social workers who would otherwise (and currently are) assisting them.”

Thank you Toni for providing us with some insight into the inspiring work HTKC and yourself are doing to address the socioeconomic issues of patients. You are improving health outcomes by addressing this critical ‘social determinant of health’. We look forward to following you on this journey.

Related research: Indicators of socioeconomic inequalities in cardiovascular disease, diabetes and chronic kidney disease