Optus says sorry to customers impacted by sales misconduct
Telecommunications giant Optus is to conduct a ‘remediation program’ designed to identify and support customers who were impacted by bad and ‘unconscionable’ sales practices, after the Federal Court proceedings by the Australian Competition and Consumer Commission against them for sales misconduct.
In September Optus entered into an Enforceable Undertaking with the ACCC, committing to strengthen its sales practices and improve support for customers, particularly those experiencing vulnerability.
The program is focused on remediating customers who were sold products or services such as phones, tablets, accessories, or mobile service plans that were unsuitable, unaffordable, or unusable in their location.
Customers who believe they may have been impacted are encouraged to request a review of their purchases. Optus will assess each case individually and offer appropriate resolution options.
The remediation program has been developed in collaboration with financial counselling services and other independent experts to ensure it is fair, simple and accessible in every community.
Financial counselling
Optus is working with financial counselling services, including Lutheran Care in Adelaide, Catholic Care in Darwin and the Indigenous Consumer Assistance Network in Cairns, Townsville and Mount Isa, to help identify and support others who may have been impacted by sales misconduct.
These financial counsellors provide free information, advice and advocacy to people experiencing financial difficulty.
Optus is using a wide range of communication channels including direct outreach and public advertising to raise awareness of the program.
More information for customers
Support is available by contacting Optus directly on 1300 082 820 or by speaking with a financial counsellor via the National Debt Helpline on 1800 007 007.
More information, including background on the sales misconduct and Optus’ response as well as our progress in meeting our Enforceable Undertaking obligations, can be found on the Sales Misconduct page at optus.com.au/misconductresponse and in the Corrective Notice at optus.com.au/support/corrective-notice.
Optus said it sincerely apologises to all customers who were affected by the sales misconduct highlighted by the ACCC.
Scam warning
Scammers may call, email or text customers pretending to be Optus or offering to help get compensation. They may use information about the ACCC proceedings or Federal Court orders to convince customers that their contact is real.
Customers should never share money or personal details with anyone if they are unsure. They can call Optus on 1300 082 820 if they have any questions or visit optus.com.au/scamawareness for more information.
