Breaches at Telstra must not happen again, and customers affected by a recent breach are entitled to feel like the company broke their trust, said Telstra CEO David Thodey in an e-mail to staff last week. The Sydney Morning Herald reports on Thodey’s e-mail, which stated that breaches are affecting the brand’s reputation and staff should tell a manager “as a matter of urgency” if they have concerns about a matter that may affect customer privacy. “Some of our customers may feel we have broken their trust, and, frankly, they are entitled to feel that way. The hard reality is it will take months of hard work to win back that trust,” Thodey said.
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