Australia’s largest telco has been ordered to pay a penalty of $18m after it switched almost 9000 people to a lower speed internet plan without telling them.

According to the ACCC, between October and November 2020, Telstra through its Belong NBN brand migrated 8897 customers from internet plans with a maximum upload speed of 40 megabits per second (Mbps) to a service that provided a maximum upload speed of 20Mbps.

Telstra did not tell customers of the change in maximum upload speed in their service.

The download speed for their 100Mbps plans were not changed.

All affected customers have been, or will be, remediated by Telstra with a credit or payment of $15 for each month the customer had been on the lower upload speed plan.

The remediation that Telstra will pay to affected customers

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