The Australian Competition and Consumer Commission (ACCC) is suing Optus for allegedly selling vulnerable customers excessive and unaffordable phone and internet contracts. The case centers around 24 alleged sales to a woman with cerebral palsy and ADHD, who entered into multiple contracts over 15 months.
The Australian Competition and Consumer Commission launched a federal court case against Optus in October alleging the telco had breached Australian consumer law s. The consumer watchdog has alleged in a lawsuit claiming the telco sold hundreds of vulnerable people phones and plans they could not afford. The ACCC filed a 347-page statement of claim, detailing the alleged sales tactics of some Optus staff that led to the regulator taking action.
There were 24 examples of alleged unconscionable conduct by Optus employees, the claim states. In one case, a woman with cerebral palsy and attention deficit hyperactivity disorder (ADHD) was allegedly entered into 24 contracts with Optus between January 2022 and April 2023 – the majority in the Optus Palmerston Gateway store or the Optus Casuarina store in Darwin. The ACCC said the woman has impaired decision-making capacity. During that time, she was sold an iPhone 13 Pro Max, two Apple Watch Series 7 in two separate contracts, a Samsung Galaxy A13, a Samsung Galaxy GS22, a Samsung Watch 5, two Samsung Tablet A8s in two separate contracts, a Huawei modem, a Galaxy Samsung GS23, an iPhone 14, along with mobile plans and accessories. At the time she was signed up to the 24th contract, Optus had already issued at least 31 text messages, 30 emails and four letters to her regarding missed or late payment on one or more of the contracts
Optus ACCC Unconscionable Conduct Consumer Law Telecommunications
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