Telstra's chief executive has responded to customer concerns aired on The Business that the telco mislead consumers over its mobile coverage. Speaking at an investor briefing in Sydney, Telstra chief executive Vicki Brady said customers, who aren't satisfied with Telstra are free to switch to a different provider. Telstra customer Tony lives 6 kilometres from the Sydney CBD, but says he has to use WhatsApp to make phone calls because his Telstra coverage is so bad. Rhiana Whitson had to interview him on the phone outside his home.
This comes after telco rival Vodafone accused Telstra of inflating the size of its mobile coverage area. But Telstra boss Vicki Brady said the telco's network covers 3 million square kilometres that doesn't require external antennas. That's despite previously admitting it had changed its own website, after being contacted by Vodafone, to include the clarification that customers may need an external antenna.
Telco experts and consumer advocates aren't convinced by Telstra's claims and say the consumer watchdog, the ACCC must act. RMIT Telco export Mark Gregory says this potentially could open Telstra up to very large fines, but he says he's not holding his breath because the regulators, both ACMA and the ACCC have taken a soft touch to regulations and penalties. Telecommunications advocacy platform Ajust says it has received 500 complaints about Telstra in two years.
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