TL;DR: Between 2021 and 2022, Telstra disclosed details of more than 140,000 customers who’d asked for unlisted or silent numbers. More than 24,000 silent numbers appeared with names and addresses in the White Pages, and 139,402 unlisted numbers went into the directory assistance database operators use. ACMA found 163,000+ breaches of Telstra’s licence conditions and ordered audits, training and twice-yearly data checks. For people who chose silent numbers for safety, this was serious.
What happened
From The Canberra Times (July 2024):
- Telstra disclosed details of customers who had requested silent or unlisted numbers.
- 24,000+ silent numbers were published with names and addresses in the White Pages.
- 139,402 unlisted numbers were published in the directory assistance database.
- Telstra blamed systems issues and process failures and reported itself to the regulator.
What ACMA did
- Found Telstra breached its carrier licence conditions on more than 163,000 occasions.
- Said the breach put privacy and safety at risk, though it wasn’t aware of resulting harm.
- Required Telstra to reconcile customer data between the White Pages and its own database every six months, run staff training, and get an independent audit.
- No fine was reported. If Telstra doesn’t comply, ACMA could go to court, where penalties could run into millions.
Why it matters
People ask for silent numbers for real reasons: escaping family violence, stalking, harassment, sensitive jobs. A silent number showing up in the phone book is the opposite of what they paid attention to set up.
It’s like putting up a "do not disturb" sign and having it printed in the local paper with your address.
What to do if you rely on a silent number
- Check the White Pages yourself for your name and address.
- Confirm your listing status in My Telstra (how).
- If your safety depends on it, also become a silent elector.
- If you were affected, you can complain to Telstra and then the telco ombudsman or OAIC (how).
- Serious invasions of privacy may now also be actionable under the privacy tort.
Check everything else that’s out there
Phone directories are just one source. A free exposure check shows which breaches your email appears in.
Frequently Asked Questions
Did Telstra publish silent numbers?
Yes. ACMA found more than 24,000 silent numbers were published with names and addresses in the White Pages between 2021 and 2022.
How many Telstra customers were affected?
More than 140,000 customers with unlisted numbers had their details disclosed.
Was Telstra fined for the silent number breach?
No fine was reported. ACMA required data reconciliation, staff training and an independent audit.
What should I do if I have a silent number?
Check the White Pages, confirm your listing status and consider silent elector enrolment if your safety depends on it.