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Aussies Score Refunds Over $6 Million Optus & TPG Blunder

Optus & TPG customers have received a share of more than $6 million in refunds over a self-reported error in internet speed availability.

If you are an Optus or TPG internet customer, you may be set to receive a modest refund after the company self-reported an error to Australian Communications and Media Authority (ACMA) last year. 

Optus told ACMA that it had failed to deliver the correct service to 34,000 customers over a two-year period, essentially providing them with a lower value service than what they had paid for.

More than $4.4 million was refunded by Optus Internet Pty Limited and $2.1 million from TPG Internet Pty Ltd.

Optus was issued a remedial direction by ACMA due to its breach, while TPG offered the industry body a court-enforceable undertaking, which it chose to accept.

In a statement, ACMA Chair Nerida O’Loughlin said that the telcos were charging customers for a service they “didn’t have the capacity to provide”.

“Optus and TPG were charging these people for internet speeds they could not get. These customers were left in the dark and denied the option to move to a cheaper contract or walk away,” Ms O’Loughlin said.

If companies don’t comply with the directions handed down by ACMA, the organisation may commence proceedings in the Federal Court.