Telecom blames Manila workers

Four Telecom call centre workers in Manila have been suspended for sending offensive text messages to customers.

Five customers received the obscene messages, including a Wanganui woman who was sent a text that said "f... you customer" after complaining about delays in receiving text messages.

Telecom said it had worked with its Manila outsourcing partner Sitel to identify the four individuals involved, who had now been suspended pending further investigation.

Telecom and Sitel would also notify "the appropriate local authorities" of the incident.

Wanganui mayor Michael Laws – who received a call from the affected Wanganui customer on his Radio Live talkback show – said Telecom's customer service needed serious improvement. Telecommunications Users Association chief executive Ernie Newman said the investigation had lifted "the burden of suspicion off Telecom's New Zealand staff". The incident should not prompt a review of Telecom's outsourcing arrangements, he said.

"This is the kind of thing that can happen to any company. You get a rogue staff member or somebody who loses the plot under pressure."

Telecom general manager of customer services Trish Keith said its customer service teams felt let-down by those responsible.

The company has 800 customer service employees in Manila and more than 1500 in New Zealand.

It has contacted the customers affected to apologise and keep them updated on the investigation.

- © Fairfax NZ News