Optus customers are being urged to document evidence of financial loss they are suffering due to the network’s mass ongoing outage.
Optus is experiencing one of the biggest outages in Australian history impacting hospitals, businesses, transport services, government services and millions of customers into chaos
The outage was first reported at 4am on Wednesday with Optus mobile users saying they are unable to make or receive calls and texts, with the internet network and home broadband also down.
Network users in Brisbane, Perth, Sydney, Melbourne, the ACT, Tasmania and Adelaide have all reported blackouts with the Optus service.
The telco announced that services would gradually start to be restored to customers at about 1pm, however the process could take ‘several hours’.
Optus chief executive Kelly Bayer Rosmarin said the telco would look into the issue of compensation for millions of customers once services were restored.
Optus is experiencing one of the biggest telecommunications outages in Australian history, impacting hospitals, businesses, transport services, government services and millions of customers
Optus chief executive Kelly Bayer Rosmarin said the telco’s millions of customers may be entitled to compensation for the ongoing outage
‘We will consider every possibility 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 coming out from us in that regard.’
Ms Rosmarin added Optus was ‘very apologetic’ for the outage and would do everything it could to give customers great service.
Communication Minister Michelle Rowland shared the nation’s ‘frustrations’ in a press conference just after 11am on Wednesday.
Ms Rowland stressed Optus needs to be ‘transparent and timely’ in finding a solution for its customers.
‘(The) frustration is not only in terms of inconvenience but in some cases it is economic frustration as well,’ Ms Rowland said.
‘From the outset, I reiterate that it is vital for Optus to be transparent and timely in the updates it is giving to its customers about the nature of its fault, its impact and its possible rectification.’
The communications minister explained the network outage is due to a ‘deep fault’ which has wide ramifications across mobile, fixed and broadband services.
Ms Rowland said it is too early to comment on compensation for impacted customers as the outage is an ongoing issue.
However, she advised customers to keep track of how the outage has impacted them in as much detail as possible so they have evidence of their losses.
‘In relation to customers who have been affected… at this time it is probably too early to be discussing or be giving definitive views about compensation or other consumer rights,’ Ms Rowland said.
‘I do reiterate the Telecommunication Industry Ombudsman (TIO) statement.
‘It’s important, especially for small businesses, to keep receipts so that any recourse and any redress that may be available to them has that evidentiary base.’
Communication Minister Michelle Rowland said it was too early to discuss compensation but urged customers to keep a detailed record of how the outage has impacted them
The Telecommunication Industry Ombudsman said that it is ready to help Optus customers seeking refunds.
‘If you have contacted Optus and you are unhappy with the response, you can make a complaint with the Telecommunications Industry Ombudsman,’ it said.
‘If you have not contacted Optus, or you have been unable to contact them, we can forward your complaint to Optus on your behalf.
‘We can help you with refunds for the time you have been unable to use your service, compensation claims and disputes about your contract.’
The Australian Media and Communications Authority (ACMA) also encouraged customers who have been impacted by the outage to file a formal complaint with their telco.
Customers may be entitled to a refund or compensation depending on their contract with the provider, the ACMA said.
Pictured are the Australian locations where Optus users have reported the network blackout
‘If the outage is only minor and short, it is unlikely you will receive any compensation or refund,’ AMCA said.
‘But the telco may be breaking your service agreement, depending on the reasons for the outage (and) the terms of your contract.
‘Some contracts allow you to apply for a refund or rebate when you can’t use a service because of an outage. This is usually only for major outages that you did not cause.’
The communication authority also said that telecommunication companies may also offer compensation for the loss of service even if they do not have to.
Under Australian consumer law, customers may also be able to request a refund or rebate for the outage.
‘If the service outages are frequent and/or major, you may be able to: ask for a refund or rebate for the period you were without service; cancel your contract without a penalty; (and/or) ask for compensation for any loss that happened as a result,’ ACMA explained.