We have been notified today of the ACCC’s decision to take action over inappropriate retail sales practices, including involving vulnerable customers.
We sincerely apologise to all customers affected by this misconduct and for the distress caused.
We deeply regret that in these instances we failed to meet the customer service standards that our customers deserve and should expect.
The misconduct alleged by the ACCC is unacceptable, and completely out of step with our company values and we accept that we need to protect all customers, including those experiencing vulnerability, from this type of behaviour.
The majority of the sales occurred at three licensee-operated Optus stores.
We are remediating affected customers including by providing refunds, waiving outstanding debts and enabling them to keep devices. We regret that we did not remediate more quickly in some of these cases.
Optus does not tolerate employee behaviour which takes advantage of customers.
We have taken disciplinary action (including terminations) against staff whom we determined were responsible for this misconduct involving vulnerable customers.
Over the last three years we have undertaken a major review of how we manage sales, especially to vulnerable customers, bringing in new sales systems that give us more oversight, as well as extra, compulsory training programs and enhancements to our IT systems, to help prevent misconduct in sales to vulnerable customers from happening.
As part of our review, we have significantly stepped up our vulnerable customer support through new initiatives, training and programs, including:
- The introduction of a customer advocacy program to improve management of customers facing vulnerability.
- Investment of over $5m in the establishment of a dedicated specialist care team and the development of a new Optus vulnerable customer policy.
- New robust governance and quality assurance programs.
- Changes to credit controls, bad debt monitoring, and we are introducing an improved coverage assessment tool at point of sale.
- Additional and improved mandatory training for all Optus customer-facing staff on appropriate support of vulnerable customers.
We are in the process of appointing a customer advocate in a new role to work alongside our partners, community groups, financial counsellors and our customer teams to focus specifically on improving our support for customers in need.
Optus understands the vital role we play in ensuring vulnerable customers stay connected and we continue to work with external consumer bodies to develop programs to support customers in a position of vulnerability.
We have cooperated with the ACCC in this investigation to date, will continue to do so and are committed to continuing to improve our processes in relation to customers experiencing vulnerability.
