Furious business owners across the country were forced to turn away paying customers after an unprecedented national outage of Telstra’s EFTPOS merchant machines.
Telstra acknowledged the error last Thursday night and has since confirmed it is undergoing an internal investigation into the outage after identifying the issues coming from faulty vendor equipment which caused authentication issues for payments.
Angry business owners expressed their rage directly to Telstra over social media, indicating the sheer amount of lost revenue incurred due to the outage. Figures as high as $8,000 were quoted, forcing business owners to pursue compensation.
In comments obtained by SmartCompany, Telecommunications Industry Ombudsman (TIO) Judi Jones advised small businesses can seek compensation.
“Small businesses firstly need to attempt to have their issue addressed by Telstra. If the matter remains unresolved, the small business can lodge a complaint,” the ombudsman said in a statement.
A Telstra spokesperson said in a statement provided to SmartCompany it discusses compensation with customers on a “case-by-case” basis.
“We place the highest priority on the reliability of the underlying connectivity used to provide the service and will explore options with our customers on how to add further resilience to the service,” the spokesperson said.
The outage has raised renewed questions into the stability of point of sale technology as the retail sector becomes more reliant on digital payments and consumer behaviour indicates a continued shift towards card-only payments.