Rough Seas Ahead or Smooth Sailing? Tips and Tricks for In-house Telco Lawyers and Privacy Specialists Navigating Privacy Compliance

Abstract

It can be challenging for in-house lawyers and privacy specialists to provide clear guidance on privacy compliance in a fast-moving world where organisations are using advanced, predictive insights into customer behaviours to inform business decisions. This is particularly so for organisations that have a strong customer focus, where they are using data analytics to better understand and anticipate customer needs to offer value and quality services that enrich lives and enhance business success. The challenge lies in helping the organisation navigate its way through the sometimes rough and murky waters of legal/regulatory compliance without stifling business opportunity and innovation. This article, written from the perspectives of an in-house lawyer and a privacy specialist at a large telecommunications and entertainment business in Australia, describes some of the challenges of implementing ‘privacy-by-design’ in a business focused on delivering meaningful and enriched customer experiences, as well as providing tips for ensuring ‘smooth sailing’ and dealing with the occasional ‘bad weather’.