Dominion Post report misleading: TelstraClear

A story in The Dominion Post (2 June) that was repeated in a number of papers and online is misleading says TelstraClear.

The couple featured in the story have been TelstraClear customers for many years and have had a dial-up Internet service since 2005. In upgrading the customers’ TV to a digital service, the sales agent mentioned that they could take advantage of a package discount. This meant that if they wished to upgrade from dial-up to broadband they would get a discount. This offer was accepted.

The sales agent did not follow proper policy which states that, where the person appears to be frail elderly, and certainly where the customer is a resident of a retirement or care village, that the contract is left with them and they should be advised to seek the opinion of a family member before preceding. This did not happen and appropriate action was taken by TelstraClear as soon as this was discovered.

We have also apologised for the difficulty that the customers’ daughter had in contacting us, and we are working to reduce wait times. One team of new customer help staff are already on the phones, and have more are being trained.

ENDS

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