We are deeply sorry to all customers affected by the misconduct highlighted by the ACCC and for the distress caused.
We fell far short of meeting the standards our customers deserve and expect in these cases. We need to do better, and we will.
The misconduct involving customers, many of whom were vulnerable, is unacceptable and totally out of step with the values of Optus as a company.
The majority of the misconduct identified occurred at three licensee-operated Optus stores and disciplinary action has been taken, including terminating staff who were determined to be responsible.
We are remediating affected customers - providing refunds, waiving outstanding debts and enabling them to keep devices. We are working hard to fast-track any outstanding remediation as a matter of urgency.
Any employee behaviour that takes advantage of customers is unacceptable.
CEO Stephen Rue has launched a new internal review which will include investigating individual cases to ensure that the necessary checks and accountabilities are in place to stop this type of misconduct.
Our specialist care team will be boosted with additional resources to provide more support for vulnerable customers, and we are increasing our focus on working with partners, community groups and financial counsellors to improve service standards for customers in need.
Customer satisfaction measures have now been incorporated into sales commissions or remuneration in all retail stores, and we are also in the process of incorporating new compliance metrics.
In the last three years the company has taken steps to improve vulnerable customer support by introducing a dedicated specialist care team, extra training for frontline staff, tighter and more robust credit checks and new customer advocacy programs.
We know there is much more work to do, and we will continue to engage with financial counsellors and community groups across Australia to ensure we do better for vulnerable customers in the future.
We continue to engage fully with the ACCC with regard to these matters.
