Telstra criticised for putting burden of proof on customers for compensation | The Business
Telstra is accepting compensation claims from consumers and small businesses affected by last week’s outage.
The telco says claims will be assessed on a case-by-case basis and has published online claim forms for residential and small business customers.
Consumer advocates argue the process places too much responsibility on customers to prove their losses and are calling for automatic compensation after a nationwide outage.
Legal experts say whether customers are ultimately entitled to compensation may depend on whether investigations find Telstra failed to provide its services with due care and skill under Australian Consumer Law.
Telstra says the outage was caused by a software bug that disrupted the network’s time synchronisation system. Lin Lin reports.
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