Disclosure of silent numbers

From time to time, the TIO receives complaints about silent numbers being disclosed. Depending on the unique circumstances of each case, these complaints can be very easy or very difficult to resolve.

Where it is alleged that a silent number has been disclosed to a party who is, or may be, a threat to the complainant, the complaint is usually complex. To seek out a potential outcome that might resolve the complaint, the TIO will usually ask the complainant what measures they believe they need to take to protect themselves from the perceived danger resulting from the alleged or apparent disclosure.

If disclosure by the provider is acknowledged or proven, the complainant needs to support their claim that the disclosure presents a risk. The TIO will then need to assess that risk and what measures the telephone company could reasonably take to address it. To this end, the TIO seeks the following types of evidence:

• copies of intervention orders (also known as Protection, Restraining, Restraint and Apprehended Violence Orders)
• statutory declarations from relevant professionals (Police, lawyers, doctors, social workers) outlining any danger presented by the disclosure;
• receipts or quotations for goods or services the complainant claims will protect them from the danger presented by the disclosure, or of the costs of relocation.

Sometimes, a complainant might claim that they have suffered considerable distress as a result of a provider's disclosure of their number. In these cases, the TIO will ask the complainant what concrete services might assist them to cope with this distress. Again, any such claims need to be substantiated, for example, by way of a formal statement from a counsellor about the relationship of the alleged disclosure to the counselling.

If disclosure by the provider is acknowledged or proven, but there appears to be no real threat to the complainant, or that is not the not the basis of the complainant's claim, the TIO might expect a provider to resolve a complaint by:

• removing the silent line listing from directory assistance and the electronic white pages within 24 hours*;
• offering to change the complainant's number for no charge; and/or
• agreeing to rebate silent line fees for the period the number was disclosed.

*Where a company other than Telstra is involved, the TIO expects that the removal process should not exceed 48 hours. The TIO will raise complaints where the removal of listings is deemed lengthy, and will investigate even after the listing has been removed.

Last updated: 16 May 2007

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