Aiko’s provider moved her services to her ex-partner without asking

The issue

Aiko had a mobile service with Tellyfone.

In January 2024 she got a text from Tellyfone saying it had received a request to change ownership of the service.

She immediately called Tellyfone and said she did not approve the change.

She asked if Tellyfone if her former husband Kenji requested the change. Tellyfone said it was.

She again said she did not approve the change.

Later that day Aiko’s mobile and internet services were disconnected.

She left work and went to the local Tellyfone store, where they told her she could not access the account as it was now in Kenji’s name.

Aiko went to the police station and reported what had happened.

The next day she went to the Tellyfone store again and it transferred the services back into her name.

She missed three days of work and was deeply distressed by the event.

She complained to us, saying Tellyfone breached her privacy.

Tellyfone tried to resolve Aiko’s complaint with an offer of $500.

Aiko rejected it.

She said she had a restraining order against Kenji and was freshly traumatised by even hearing his name.

The investigation

We asked Tellyfone for its account records and interaction notes and asked for its version of events.

Tellyfone said it made a mistake with changing ownership, but it had not breached Aiko’s privacy, and it restored the services one day later.

Tellyfone said its Terms say it doesn’t need to compensate her.

The outcome

In a Fair and Reasonable Assessment, we recommended Tellyfone resolve the complaint by paying Aiko $4,500.

This is because we found Tellyfone breached Aiko’s privacy when it mistakenly transferred her services to her former husband.

We asked Tellyfone to pay $1,500 to remedy Aiko’s three days off work and $3,000 to compensate her for non-financial loss in the inconvenience, distress and trauma it caused her.

Both parties accepted the Fair & Reasonable Assessment.

*Names of individuals, organisations and companies have been changed.