The telecommunications industry ombudsman warned she was prepared to force Optus into large compensation payments if it refused to settle claims.
Optus is offering free data to customers after its outage.The company says it will give customers on its post-paid mobile plans 200 gigabytes of bonus data and prepaid customers unlimited data on weekends until the end of the year, in what managing director Matt Williams claimed was more meaningful to customers than the value of a day’s outage, which he said was about “$1 per day in terms of the typical plans our customers buy”.
Optus executive Gladys Berejiklian, the former NSW premier, said she was “deeply sorry” for the effect the outage had on “all of our business customers of all sizes”.“Obviously, we’re asking all of our business customers irrespective of their size to contact either their direct account manager, or else our business care line, and we’re going through each customer’s concerns and we’ll continue to do that,” she said.
“If you can see a customer has clearly been impacted, we’d be encouraging them to really own the complaint and deal with it,” she said. “They’re going to have to come to the table and do something big, in my view, to keep their customer base and to prove to everybody that they are a reliable telecommunication service,” Minns said.
The Coalition secured a deal to ensure the inquiry would also examine the federal government’s response.“I think it’s really important to recognise that Australians, being reasonable people, understand that things sometimes go wrong, but they also have an expectation that large corporations will do the right thing by them when they suffer loss or inconvenience,” she said.
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