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67 posts

Master Geek
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# 38778 4-Aug-2009 09:05
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I've had a mysterious event happen to me over the last couple of months involving non-delivery of my SkyWatch.

The July issue didn't appear so I rang them and they sent another copy to my service address, not my Postal address (where they normally sent Sky bills, mags and other comms to).

About midway through July I get my original Skywatch, but it was returned to sender from an address I've never lived at.
I rang Sky and they assured me this would not happen again and all future comms would come to my Postal address.

The August issue didn't appear so I rang them and repeated the same story.
Yes we've only got two addresses loaded for you, and everything should be sent to your postal address.
But where has my mag gone for August.
Hang on, we've got an "Other Address", loaded with the mysterious never lived at address.
I've never lived there, so how did it get into their systems?

The excuse was that when they change systems and consolidate databases then the datamatching sometimes combines address details for similar names into one record.

A bit strange considering that in all the time I've been with Sky I've only ever had two service addresses and two postal addresses, and neither of these had been the third "Other Address" that they've recently started to send my SkyWatch too.

So if your SkyWatch has disappeared since July, ring Sky and get them to check the "Other Address".

If they're got one loaded and it's somewhere you've never lived and they're sending stuff there, get them to remove it immediately.

On the hypothetical picture, is this a breach of the Privacy Act?

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1688 posts

Uber Geek
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  # 242208 4-Aug-2009 09:45
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do you receive your bill OK?

67 posts

Master Geek
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  # 242280 4-Aug-2009 11:16
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Yeah, strange that!
But they only send a bill out when something changes (rental rate, on-demand service).


4330 posts

Uber Geek
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  # 242302 4-Aug-2009 12:04
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Whoever sends the SkyWatch out may be to blame, as when I was with TCL I tried getting my name changed to how it was registered with TCL. TCL apparently passed it on, but I was forever known as Mrs Ross :P

Hawkes Bay
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  # 242328 4-Aug-2009 12:58
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HaggisKiwi: On the hypothetical picture, is this a breach of the Privacy Act?

Whose privacy was breached?

Not yours by the sound of it, and an address given to you with no other details is not exactly a privacy breach, as addresses on their own is information already in the public domain.

484 posts

Ultimate Geek


  # 242373 4-Aug-2009 14:08
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Are the people who send out the skywatch different from their billing people?

I get a skywatch without fail every month, but have never once been billed for it

For billions of years since the outset of time, every single one of your ancestors survived, every single person on your Mum and Dads side, successfully looked after and passed onto you life.  What are the chances of that like?

67 posts

Master Geek
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  # 242374 4-Aug-2009 14:13
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Being very generalistic, Privacy Act Principle 7: Correction of personal information
(1) Where an agency holds personal information, the individual concerned shall be entitled -
(a) to request correction of the information;

I have requested that Sky correct the information they held about me, but they did not check and update all their systems to remove the false information. Or is the more a breach in my faith of this company?

It looks like their bills are done from within Sky.
Perhaps their 3rd party distributors for Skywatch get 3 sets of addresses? Service Address, Postal Address & Other Address.
Maybe they work backwards through these and where Other Address is not populated they use Postal Address (and so forth)
If any customer inadvertently has incorrect address information recorded by Sky then it looks like that may take precedence over the correct information.
All hypothetical presumption of course.

424 posts

Ultimate Geek
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Chorus NZ

  # 249622 22-Aug-2009 11:24
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I had similar problems with them a year ago that went on for 6 months! I stopped getting my skywatch, my bills (they almost cut my account off) and even sent the installer for MySky HDI to Onehunga instead of my place in the CBD. Finally after many phone calls back and fowards I found that when they updated their system for the new NZPost postcodes because my address wasn't entered 100% correctly they just changed it to a completely different suburb and changed the street to avenue. My street number didn't even exist for that location! It took me ages to get them to type it corectly in their system (big language issues) with the correct Postcode. The most frustrating situation I've ever had with Sky!

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