Telstra has announced a new service tool that allows a Telstra helpdesk consultant to gain remote access to a user’s PC or smartphone.

According to the company, the remote access tool was one of many changes being implemented as a result of formal feedback programs involving more than 700,000 Australians.

The remote access facility is standard to the free helpdesk service and is expected to be used primarily to help set up a BigPond email account, diagnose a problem on a smartphone, or simply change an internet connection setting.

The company will be using LogMeIn Rescue which uses 256-bit SSL encryption, the same security levels used and trusted by major banking institutions. This remote access technology has been fully tested by the company before being offered to its customers.

Although this service may reduce the time it takes to resolve support issues, an information security expert has warned that it may be a bad idea as he/she may install malware, steal passwords, or even obtain sensitive documents.

Addressing the issue about privacy, a Telstra spokesperson said, “In relation to privacy, we take our customers’ privacy very seriously, and always have. We act in accordance with legislation in this area. A consultant can only access a customer’s device after the customer has entered their password into a secure screen.”

“They will be able to see what is happening on their device or computer, and if at any time the customer decides they don’t want the consultant to have access to their device, they can regain control or simply end the session,” concluded the spokesperson.

Ms Rebekah O’Flaherty, Telstra Consumer Executive Director said, “Customers tell us they want consultants to understand their service issues quickly so they can have a faster, simpler support experience. With remote access, customers can now enjoy more responsive technical support regardless of their physical location or technological knowledge.”