Overview
- Optus admitted its sales staff engaged in unconscionable conduct and will face a A$100 million penalty after ACCC court action launched in October 2024.
- The misconduct spanned 16 stores between August 2019 and July 2023 and targeted more than 400 vulnerable consumers, many of whom were First Nations Australians in regional and remote areas.
- Affected customers accrued thousands of dollars in unexpected debt, experienced significant emotional distress and in some cases were pursued by debt collectors.
- CEO Stephen Rue issued a formal apology, acknowledged the company’s failures and signed an undertaking to compensate impacted consumers and strengthen staff training.
- As part of the settlement Optus has committed to system reforms aimed at preventing future misconduct and to donate A$1 million to First Nations digital literacy programs.