ACCC takes Optus to court for ‘misleading’ customers on NBN switchover
The consumer watchdog has issued court proceedings in the Federal Court against Optus alleging the telecommunications giant made “false and misleading” claims to its customers, to force them onto the NBN by suggesting it would be disconnecting them from its network earlier than it was legally allowed to.
Optus receives a fee for each customer who switches from its previous cable service to the new NBN offering.
“This is particularly concerning as Optus received a significant financial payment from NBN Co for each customer that moved from its cable network to the NBN.”
The ACCC has also alleged Optus “misled” some of its customers by implying they had to purchase NBN plans through Optus rather than any internet service provider.
“We are also concerned that Optus cut off some of its customers’ internet services when it had no contractual right to do so,” said Sims.
“Telephone and internet are essential utilities and it is unacceptable for Optus to treat its customers this way.
“ISPs must not mislead consumers when competing for business,” Sims added
Sims warned the ACCC would be “keeping a close eye” on all internet providers during the rollout of the NBN across Australia.
An Optus spokesperson, said in a statement to Mumbrella: “Optus is in the process of transforming its retail fixed broadband business from being an infrastructure provider to a services reseller. In late 2016, we made the decision to migrate customers off our broadband cable network to the NBN as soon as an area was serviceable.
“During this process, we provided some customers with insufficient notice of their options to migrate. As a result, some customers were disconnected before they migrated to the NBN.
“We acknowledge that this process did not deliver on our intent to provide an excellent migration experience.
“When we became aware of customer concerns, we suspended all migration activations and reconnected affected customer as quickly as possible. We also compensated customers who had been disconnected without sufficient notice.”
A good write up Abigail – I can tell you as an ex-Optus customer in a serviceable area, and having lived without home internet for 4.5 months, before giving up and going with a competitor – the spokesperson statement is a bit of a steaming pile.
“During this process, we provided some customers with insufficient notice of their options to migrate. As a result, some customers were disconnected before they migrated to the NBN.”
um… actually…. i was told that their old system did not have me in it therefore i had NO CHOICE but to take an NBN plan – and it would take up to 3 months to connect me. btw – they then didn’t turn up to the appointment made for 3 months in the future. and the next one was 1.5 months in the future.
“We acknowledge that this process did not deliver on our intent to provide an excellent migration experience.”
um…ya reckon?…it wasn’t a migration, it was a forced upsell.
“When we became aware of customer concerns, we suspended all migration activations and reconnected affected customer as quickly as possible. We also compensated customers who had been disconnected without sufficient notice”
um… After being told i would be fully reimbursed for data charges, they lost the record of that call of course, and i had to document a case outlining the 4.5 months of phone calls, where they got to think about what they wanted to reimburse me – after a long fight, i was 60% reimbursed….
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