Optus network outage: How to get compensation and who is eligible

Optus customers are being urged to document evidence of the financial losses they are experiencing due to the ongoing massive network outage.

Optus experiences one of the biggest outages in Australian history, impacting hospitals, businesses, transport services, government services and millions of customers in chaos

The outage was first reported at 4am on Wednesday, with Optus mobile users saying they were unable to make or receive calls or texts, with internet and home broadband also down. breakdown.

Network users in Brisbane, Perth, Sydney, Melbourne, the ACT, Tasmania and Adelaide have all reported power outages with the Optus service.

The telco said services would gradually begin to be restored to customers around 1 p.m., but the process could take “several hours.”

Optus chief executive Kelly Bayer Rosmarin said the telecommunications company would review the issue of compensating millions of customers once services were restored.

Optus chief executive Kelly Bayer Rosmarin said the telecoms company’s millions of customers could be entitled to compensation for the ongoing outage.

“We will look at all possibilities once services are restored,” Ms Rosmarin told 2GB radio.

“Of course we are looking at what we can do to thank customers for their patience,” she also told Melbourne radio station 3AW on Wednesday.

“You can expect something from us in this regard.”

Ms Rosmarin added that Optus was “very sorry” for the outage and would do everything in its power to provide customers with an excellent service.

Communications Minister Michelle Rowland voiced the nation’s “frustrations” at a press conference shortly after 11am on Wednesday.

Ms Rowland stressed that Optus must be “transparent and timely” in finding a solution for its customers.

“(The) frustration is not just in terms of inconvenience, but in some cases it is also economic frustration,” Ms Rowland said.

“At the outset, I reiterate that it is essential for Optus to be transparent and timely in the updates it provides to its customers on the nature of its defect, its impact and its possible rectification.”

The Communications Minister explained that the network outage was due to a “profound outage” which had wide-ranging impacts on mobile, landline and broadband services.

Ms Rowland said it was too early to comment on compensation for affected customers as the outage is an ongoing problem.

However, she advised customers to track the impact of the outage on them in as much detail as possible so they have evidence of their losses.

“In terms of customers who have been affected…at this time it is probably too early to discuss or give a definitive view on compensation or other consumer rights,” Ms Rowland said.

“I reiterate the statement of the Telecommunications Industry Ombudsman (TIO).

“It is important, particularly for small businesses, to retain receipts so that any recourse and relief they have has that evidentiary basis.”

Communications Minister Michelle Rowland said it was too early to discuss compensation, but urged customers to keep a detailed record of the impact of the outage on them.

The telecommunications industry ombudsman says he is ready to help Optus customers seeking refunds.

“If you have contacted Optus and are not satisfied with the response, you can lodge a complaint with the Telecommunications Sector Ombudsman,” it says.

“If you have not contacted Optus, or have been unable to contact Optus, we may refer your complaint to Optus on your behalf.

“We can help you with refunds for the period you were unable to use your service, compensation claims and disputes regarding your contract.”

The Australian Media and Communications Authority (ACMA) also encouraged customers affected by the outage to lodge a formal complaint with their telecommunications operator.

Customers may be entitled to a refund or compensation depending on their contract with the supplier, the ACMA said.

Pictured are the Australian locations where Optus users reported the network outage.

“If the outage is minor and short-term, you are unlikely to receive compensation or reimbursement,” AMCA said.

“But the telephone company can terminate your service contract, depending on the reasons for the outage (and) the terms of your contract.”

“Some contracts allow you to request a refund or discount when you cannot use a service due to an outage. This usually only concerns major outages that you didn’t cause.

The communications authority also said that telecommunications companies can also offer compensation for loss of service, although they are not obliged to do so.

Under the Australian Consumer Law, customers can also request a refund or rebate for the outage.

“If service outages are frequent and/or major, you may be able to: request a refund or discount for the period you were without service; terminate your contract without penalty; (and/or) seek compensation for any resulting losses,” the ACMA explained.