6000 ActewAGL letters mailed to wrong addresses


Following an investigation into a mailing error that resulted in approximately 6000 ActewAGL and Icon Water customers’ invoices being inadvertently sent to the wrong address, ActewAGL has confirmed the cause was a third-party programming error isolated to an invoicing cycle over December 5, 6 and 7.

ActewAGL has confirmed the names of all recipients of misdirected mail and a team of operators continues to retrieve the documents.

Recipients the company cannot contact by phone will receive a letter and a pre-addressed express-post satchel in which they’re asked to kindly return the mail.

ActewAGL said in a statement, “The privacy of our customers is of the utmost importance and we deeply apologise for this incident.

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“While the misdirected documents contain only standard invoicing information – no bank or credit card details, phone numbers or dates of birth are included – we realise this error has caused concern for some of our customers.

“The issue has been rectified and updated invoices will be mailed to the correct addresses this week.

“We would like to thank those who have contacted us to let us know they have received misdirected mail, and ask that recipients please do not use or disclose any of the information contained within these invoices.”

ActewAGL is separately mailing all customers whose invoices have been misdirected to explain what has happened.

The company is working with the Privacy Commissioner on the issue and urge those who have privacy concerns to visit the Office of the Australian Information Commissioner website at www.oaic.gov.au.

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